Issue - meetings

Councillor Sue Nicholls, Chair of the Task and Finish Group, submitted a report from the task and finish group that was set up by the Overview and Scrutiny Committee to review communication methods used by registered providers of housing in the district.

Councillor Nicholls thanked the registered providers that had engaged in the process. She also thanked the Members of the Task and Finish Group and the East Herts officers that had supported the work of the Group. Councillor Nicholls thanked Jane Wilson from East Herts Citizens Advice and Elizabeth Lil and Jonathan Munge from SNG for attending the meeting in December.

Councillor Nicholls said that the establishment of the Task and Finish Group was intended to review the methods of communication used by registered providers to engage with their tenants, elected members and council officers.

Councillor Nicholls said that the scrutiny proposal was driven by a wish to identify actions that could result in tangible improvements not only for residents when dealing with their registered housing provider but also changes for officers - to aid communication and opportunities to develop better working practices, and for Members to enable them to advocate on behalf residents in a more effective and timely manner.

Councillor Nicholls set out when Task and Finish Group meetings were held and referred Members to the minutes from those meetings. She referred to the varied engagement from the registered providers and said that this served to highlight the difficulties with communication experienced by some residents and Members.

Councillor Nicholls said that Members of the Task and Finish Group were impressed by the information that was shared by those who did engage in the process and enabled  a greater understanding and insight into the processes used by registered providers, the council and partners to provide services and support for residents.

Councillor Nicholls said that many examples of best practice were shared, and these had been used to inform the recommendations. She summarised the suggestions for changes to working practices and arrangements to help improve communication between officers, registered providers and other stakeholders. Other issues were also identified such as scope for improvements in communication between the council and the East Herts Citizens Advice. Members were advised that this issue was being taken forward separately from the recommendations.

Councillor Nicholls said that it was worth noting that the housing ombudsman’s 2023 spotlight report on attitude, respect and rights had identified that communications were a key issue in around 68% of complaints investigated by the ombudsman. Members were advised that as part of their call for evidence, 58% of respondents had a disability and 58% of those respondents said that no reasonable adjustments had been made to help them with their complaints.

Councillors Nicholls stressed the importance of establishing and maintaining good communications between residents and housing providers as well as other stakeholders. She said that it was important to consider the needs of all residents to avoid exclusion and the unnecessary escalation of issues affecting tenants. Members were advised  ...  view the full minutes text for item 298