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Last updated: 22-07-2024. From web page: Tenant Repairs.

Tenant repairs panel terms of reference

Terms of reference

Main Purpose

The main purpose of the Tenant Repairs Panel is to work with the Council specifically the Housing Operations Team and the Corporate state and asset team to improve all aspects of repairs services to tenants.

Housing Operations includes Responsive Repairs (empty properties), Gas (inc servicing, breakdowns & installations) the Projects Team (these teams include plumbers, electricians, carpenters, glaziers, plasterers and painters & decorators) and day to day repairs

Corporate Estate and Assets include fire safety, planned maintenance, stock condition, decent home etc    

Objectives

The objectives of the Tenant Repairs Panel are:

  • Ensure that the repairs and maintenance service is customer focussed
  • Work with the Housing Operations team to develop the repairs service
  • Influence repair policy and procedure
  • Ensure that the repairs service delivers quality and value for money
  • Encourage customer choice in the repairs service

In order to achieve these objectives, the Panel will

  • Contribute ideas to the service delivery, and make recommendations for improvement
  • Review repair policy and procedure with members of the Housing Operations team
  • Clarify issues by occasional site visits
  • Consult other residents on their views of the services and feed these into the reviews
  • Work with the Housing Operations team to examine products, materials, processes and costs from a customer’s point of view
  • Feed back to the wider body of tenants on the work of the Panel
  • Promote the work of the Repairs Panel
  • Not raise personal issues as this is not the correct forum

Role of the panel

There will be some connections between the work of the Repairs Panel, the Scrutiny Panel, and the Resources Group.

The role of the Repairs Panel is specifically related to day to day repairs policy, procedure and the delivery of the day to day service, ensuring that customers are involved.

The Scrutiny Panel look at all housing performance information including repairs performance and may pass on areas of concern to the repairs panel or other panels to look at, in more detail.

The Resources Group provides a tenants perspective on  large capital programmes , along with rent and spending plans.

Membership

The panel will have a maximum of 12 members.

Any interested parties will be invited to observe 2-3 meetings, to assist with the decision to join the panel.

Panel selection will be undertaken by a staff member and at least one panel member.

Members will be expected to take an active role, to attend at least 75% of meetings, and to  prepare between meetings as necessary.  Meetings will take place every two months but this may change dependant on the requirements of the panel. Members will be expected to give reasonable notice and send apologies when unable to attend.

Panel members must:

  • Be tenants of Southampton City Council (leaseholders can address any issues through the Leaseholder Forum)
  • Not be employed by Southampton City Council nor have relatives working for Housing Operations
  • Not be subject to any court proceedings for breach of their Tenancy Agreement
  • Not to be on the vexatious tenant list or Housing Incidence list
  • Agree to abide by the Code of Conduct for Tenant and Leaseholder Involvement

Code of conduct

The Tenant Engagement Team has a code of conduct which states how all participants (including tenants and staff) should conduct themselves. Any tenant wishing to be part of this panel must abide by the code of conduct.

Equality and diversity

This panel and all members involved will carry out their role according to current equal opportunities legislation. The panel are committed to equality of opportunity in every aspect of their activities regardless of issues including race, colour, nationality, ethnic or national origin, age, religious belief, gender, marital status, or sexual orientation.

Confidentiality & data protection

Panel members must be aware that the Panel may have access to information not normally available to tenants and leaseholders.  Information may also be commercially sensitive if shared outside the organisation.  All members of the panel must keep information confidential where requested.

Members of the panel recognise that the Council has a need to comply with the legal requirements of the The General Data Protection Regulation (GDPR) and the Data Protection Act 2018

Insurance

Panel members and activities carried out by the panel will be covered within existing Southampton City Council insurance arrangements.

Expenses

All panel activities will be covered by the existing Tenant Engagement Expenses scheme. This includes: bus fares, free taxis available, and contributions towards mileage, childcare and caring costs.

Training

Training will be made available to all members of the Tenant Repairs Panel where appropriate. 

Support

The Tenant Repairs Panel will be supported by the Tenant Engagement Team and the Housing Operations team.