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Issue
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Westward Response
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RAG
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1. Accurate and up to date property condition information:
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Capita Open Housing
Westward uses Capita’s Open Housing system as our Housing Management system. This system is used for all tenancy management details, property related information, repair & maintenance logging, planned work logging and customer engagement recording centre. In relation to damp and mould, all repair information related to work identified during inspection or triage review are captured and held within this system. The job details held will include the works order description, assigned contractor details, logged date and target time to complete. This system will also detail the completion date and the financial progress from initial commitment through to payment. There is also the function to produce reports based on key words or budget code breakdown to review certain types of works, trades or job description that have been logged for repair.
Westward currently uses “Power BI” reports to highlight and track real-time monitoring of repairs progress and works completion details using data from Open Housing.
Draft Power BI for monitoring D&M established. Requires further review during Q2.
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2. Comprehensive stock condition surveys (inc DHS)
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In 2022/23 Westward carried out 520+ stock condition surveys. Data analysis is underway following the surveys A programme of surveys for the remainder of the stock will be agreed as part of the Forward Maintenance Plan (FMP). Cases of D&M discovered during stock surveys were highlighted by the consultant and sent to WW property team and have been actioned.
Stock condition team now appointed and will now deliver the stock condition programme and complete a physical assessment of our entire stock.
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3. Survey validation (inc external data validation)
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The 2022/23 surveys were carried out by external consultants, not reliant on stock data existing in the system. Data from the surveys is being analysed to inform planning on the FMP.
Internal audit programme includes a lifecycle data audit.
Evaluation of stock survey data to be undertaken during Q2.
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4. Use of other data sources to provide an overall picture including responsive repairs and complaints
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Westward currently uses methods and approaches listed below to provide an overall picture of our properties:
- Damp and mould central control register
- Experienced & Competent Technical Surveyors for Inspections & Assessment
- Dedicated Microsoft Teams channel
- Monthly compliance reporting
- Capita Open Housing property database
- Complaints & compensation case highlight and trend monitoring
- Disrepair case highlight and trend monitoring
- Social media activity & Website hit monitoring.
- Technology – e.g., onsite damp & mould detectors
- Five year forward maintenance plan
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5. Pro-active approach – looking at similar properties once damp and mould identified in a home
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Analysis of data collected from the stock condition survey programme is used to establish patterns and areas of concern to be investigated further. Following reports of D&M, using the central control register and repairs history for adjacent properties, patterns are sought and may be highlighted for further investigation.
Westward will undertake an Evaluation of its assets by property type and case history to provide a risk rating. It will also consider a proactive preventative maintenance regime based on the rating.
A Power Bi tool is under development to report on and evaluate trends for D&M cases to help identify how we can proactively manage or prevent cases in properties.
Current evaluation of data from cases has led to identification of several at risk schemes which will require further investigation to fully understand risk and potential mitigation. This has been completed on one scheme, Kenneth Court, and led to a programme of ventilation and insulation works which is currently being progressed.
Q2 from existing data collated, Q3/4 onwards for expanded data collected from wider stock condition surveys.
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6. Accurate and up to date information on tenants including vulnerabilities, and language requirements
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Open housing is also a tool for recording and reviewing information relating to any vulnerabilities our customers may have. When a customer contacts Westward to raise an issue which may impact their disability or a health-related matter such as damp & mould, or no heating, the process is to check for vulnerability information that is stored within Open Housing to assess whether special adjustments are required or if the case needs an increase in the priority status. Checks would also be completed around the occupants of the property to see if young children live at the property. If this is the case, the matter is dealt with as a higher priority and the contractor or Technical Surveyor is made aware of this.
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7. Offering temporary accommodation when required
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This is part of our process and is covered by the Decant policy.
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8. All staff visiting tenants being provided with training
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Westward surveyors are all trained to HNC level and are able to identify early signs of damp and mould. CPD and Refresher training has been undertaken for surveyors and other colleagues involved in the management of D&M. Westward work with several contractors who have many years’ experiences in the field. Westward will seek re-assurance from its response contractors that teams are sufficiently trained.
A CPD session has been undertaken by the Property Team with a national specialist in the field of damp proofing treatment and mould eradication on 29 June 2023. A further CPD session took place on 10 May 2023 with ventilation specialists.
Relationships built with series of Consultants/Specialist contractors and manufacturers to provide robust set of resources for use by Property team.
Westward has undertaken awareness training through its Staff Briefing for all colleagues around D&M identification and reporting in Autumn/Winter 2022/23 which is still available on the Westie Intranet site.
A triage reporting tool is available to our colleagues so they can complete checks in the properties that can help identify works or prioritise in advance of a surveyor visiting.
Westwards People Team and Property Services Team maintain a skills & training matrix to inform needs for regular training. Westward undertakes joint CPD events.
New customer Service Hub team members received training with property Service teams.
Westward will consider working with its Scrutiny Group to develop Community Champions.
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9. Follow up with tenants after 3-6 months
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Westwards process involves monitoring of cases to ensure actions are progressed and cases are monitored. Customers are contacted 3 months after the case is reported to ensure remedial actions are having a positive impact.
Property Team member assigned to lead on task to monitor cases and contact customers.
We will be implementing a new revised process to ensure we are recording, reporting, and monitoring cases whilst using this process to identify urgent cases early in the process so works orders can be raised almost immediately.
To be implemented for start of Q3.
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10. Process for reporting damp and mould
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Westward’s website has a D&M reporting form and offers advice and support around D&M. Customer Service Hub colleagues are also trained to deal with D&M reports and can generate the appropriate actions.
Colleagues from all departments are encouraged to report D&M if seen in the course of their work and are equipped with mobile technology with a built-in e-form to enable immediate on site reporting.
Contractors are encouraged to report D&M if found during their attendance in properties.
External stock condition surveyors are told to report any incidents of D&M if observed during surveys.
Westward also offers an on-line portal, My Account, so that customers can report incidents of D&M, and a video call service, Response Eye, as a tool to help inspect and diagnose D&M issues remotely.
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11. Escalation process and ensuring tenants are kept informed
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For any customers dissatisfied with the response they receive Westward operate an easily accessible complaints process, complaints can be made through any medium, including online, in person, over the telephone and via social media.
Westward have planned for our customer scrutiny group to review the new process around dealing with damp and mould. The review will be conducted during Quarter 4 2024.
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12. Information on websites and newsletters
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Via our website, Westward currently offers our customers guidance and advice around how to spot signs of damp and mould, what steps can be taken and behaviours that can help with reducing the likely hood of having a damp and mould issue within the home. The articles we use are designed to be user friendly with use of appropriate language and graphics to help our customers.
Our website also contains a reporting tool that is available to our customers to directly report any concerns they have with damp and mould in their home. Our customers can use this to provide some text and photos that evidences the areas of concern so Westward can then review and determine the next course of action.
Westward continues to use its social media platforms to signpost our customers to our articles, guidance, and support on the website.
Westward’s on site Housing Workers also offer advice and assistance to our customers on managed schemes. We also have trained customer service Hub team members that can offer advice on damp and mould management, whilst also being trained to recognise customers that may have an affordability concern and may benefit from a referral to our financial inclusion officers for financial assistance.
Westward also produces a customer newsletter (Moor to Sea) that runs articles around topics that help our customers and details ways in which we are supporting customers and also the steps that they can take if they need to contact Westward.
Article included in summer edition of Moor To Sea “Identifying damp in your Home”. This also appeared in Autumn/Winter 2022/23.
Westward run an awareness campaign through our own staff brief sessions to highlight awareness and actions our staff can take when spotting or hearing of damp and mould concerns.
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Governing bodies should have:
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13. Have a good understanding of the condition of their stock including investment requirements
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Board receives reports regarding property investment programmes, Damp and Mould and stock condition periodically through the year and in the annual Asset Management out turn report. Board request “deep dives” on specific areas of business performance Board discussed Damp and Mould following the Coroner’s report on the case of Awaab Ishak in Nov 2022. Board will have a strategic session including stock condition in Nov 2023.
Audit and Assurance received a deep dive on Property data & Golden thread in October 2022. A Deep dive on compliance and damp & mould is planned for Oct 2023. The information is collated & presented by operational teams with Q&A sessions for the benefit of the board.
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14. Be assured that this is underpinned by up to date and accurate data
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External Consultant Auditors provide an internal audit function on areas of the business including data accuracy. Results from the audits are presented to the Audit and Assurance committee and recommended to board. A life cycle data Audit report went to Audit and Assurance in July 2023. A further lifecycle data audit is planned in 2024.
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15. Be aware that there is a link between stock condition data and the forecast and actual expenditure on repairs and maintenance
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The link between stock condition data, Capital programme planning and R&M budget and spend underpins the budgetary planning process annually.
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16. Be aware of what homes meet DHS
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DHS is understood and monitored by the Property services team.
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17. Ensure that DHS compliance reported through the SDR is accurate and reflects current stock condition. (Cat 1 to be reported as a DHS failure)
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DHS compliance is reported through the SDR.
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