Repairs and Planned Maintenance

North Devon Homes Ltd | Scrutiny Report September 2023 1 Scrutiny Report March 2023 to September 2023 Area of Review: Empty Homes (Voids) and Lettings 

Scope and Approach 

Background 

A Voids review was started just prior to lockdown in 2020 and never reached a completion stage due to the disruption of the pandemic. As services resumed other priorities for scrutiny emerged but this review is now picking up on that work and including new inspection against the “what is the Standard for refurbishing our empty homes“ customer leaflet co-designed with the Asset Management team. This leaflet was a recommendation from the brief 2020 review. 

During March 2023 to August 2023 the Scrutiny Panel undertook a deep dive review to look at Voids (empty homes) with a view to comparing re-lets to the Empty Homes Standard considering: 

a) costs of future repairs after property void and void cost; there are no exact costings on this but will be part of recommendations and ongoing scrutiny by the Panel. 

b) how jobs are carried out; Lettings Officer receives notice of empty property and deals with termination details. Refers to voids inspector to make contact with existing customer to do pre-tenancy inspection. Once keys returned voids inspector visits property and creates voids specification of works to include any planned works, clearance, cleaning, Lettings officer liaises regularly including weekly meetings on timescales, lettings officer advertises property on DHC and works with timescales. Works are carried out and lettings officer does viewing and sign up at property. Post tenancy visit is carried out by Neighbourhoods Team 6 weeks after tenancy starts. 

c) time taken to complete void Average target relet time for all voids is 38.3 days. Time allowed for major works on void is 73 days. 

The Panel looked at: 

1. The North Devon Homes Empty Homes Standard 

2. The North Devon Homes Void Management Policy  

3. 7 examples of Void standards/moving home leaflets from the sector; Aster, Red Kite, Westward, Teign Housing, Cornerstone, Hyde Housing, Regenda Homes. 

4. Results of the ready to let voids inspections by customers of 10 properties and related costs and inspection photographs along with customer feedback. 

5. NDH end of Tenancy letter, checklist, website leaflet, post tenancy form and starter tenancy form. 

6. Information (to include void costs, recharges) provided by Head of Asset Management in the form of questions asked by the Panel. 

7. “Behind the Scenes” workings on how a void is prepared using NDH internal systems. 

8. Followed 2 voids in detail from start to finish with the Voids team. 

Based on this review the Scrutiny Panel will make recommendations around the following three themes: Stop, Start and Continue. 

Process 

Step one: 

The Panel requested to inspect 10 ready to let properties just before sign up of the property to compare homes with the standard and then raise questions, actions and recommendations working together with the Asset Management service. This included inspecting the cleaning specification and standard. The Panel asked that these empty homes come from a range of areas and different property types (houses/bungalows/flats). 

The 10 properties inspected were:- 

1) 1 Bedroom bungalow – Landkey (sheltered) 

2) 2 Bedroom first floor flat – Barnstaple (general needs) 

3) 2 Bedroom house – South Molton (general needs) 

4) 3 Bedroom house – South Molton (general needs) 

5) 4 Bedroom House – South Molton (general needs) 

6) 2 Bedroom ground floor flat – Barnstaple (general needs) 

7) 1 Bedroom ground floor flat – Barnstaple (sheltered) 

8) 1 Bedroom first floor flat (lift) – Barnstaple (sheltered) 

9) 2 bedroom bungalow – North Molton (general needs) 

10) 1 Bedroom ground floor flat – Barnstaple (general needs) 

Step two: 

Scrutiny requested to see some sector examples on empty homes lettable standards and moving house guides. 

• Cornerstone -Minimum Lettable Standard, your guide to moving out 
• Red Kite Community Housing – Empty Homes Lettable Standard, Home return standard, 
• Teign Housing – Thinking of Moving house, Void re-let standard 
• Westward – Moving Home; our re-let standard 
• Aster Group – lettable standard 
• Regenda Homes – empty homes standards 
• Hyde Housing – what to expect when you move into your new home 

Step three: 

The Panel invited the Head of Asset Management along to ask 10 questions. These questions were shared with the Manager prior to the meeting and were linked to Panels feedback from the property inspections. 

These questions were: 

1. Looking at schedule of works, were all works carried out 

2. Overall cost of voids – both on voids inspected and general void costs per year. Include what is the average cost per property. 

3. Could any of the repairs since moving in (voids Scrutiny inspected) been done during Void or are these standard repairs? 

4. How is long term maintenance considered on voids? 

5. If planned maintenance is due in next 12 months are these brought forward whilst void? 

6. How many voids are post inspected? 

7. Were the voids inspected by Scrutiny actually let that day and any complaints on these? 

8. Does the surveyor doing inspection base this on void standard? 

9. Do the operatives have discretion, what are their responsibilities and are they listened to? 

10. How are jobs allocated, time allocated and what is the process of void? 

11. Does time, energy efficiency/retrofit get considered on void? 

12. Do we seek any customer satisfaction?  

13. What is the above timetable to do a void? 

Step Four: 

The Panel asked to meet with the staff who are responsible for the Voids process to discuss in detail the process and their feedback on voids. This included Home 2 Home Manager, Lettings & Allocations Officer, Home 2 Home Inspector and Response Repair Manager. 

Following this the Voids Team offered the Panel to attend the office to be shown “behind the scenes” procedures on how works are planned and booked. 

Step Five: 

The Panel worked with the Voids Inspector who showed them two “typical voids” from when keys initially were back right through to completed void and new customer sign up with the Lettings Officer. 

Step Six: 

The Panel phoned the new customers of the 10 properties inspected to seek feedback on their initial thoughts of their new home and any queries they had. 

Step Seven: 

The Panel asked the Head of Asset Management to meet with the home2home operatives to discuss how they felt about the process, if they felt listened to/could they carry out small jobs without a ticket and if enough time is allocated. 

Step Eight: 

The Panel members met with Head of Asset Management to discuss their report and findings on Thursday 8th June. 

Step Nine: 

The Panel requested a follow up ‘meet the team’ meeting to discuss findings and ask follow up questions. 

Step Ten: 

The Chair of Scrutiny to present the report at Customer Board Partnership for approval and comments on Wednesday 6th September. 

The Panel concluded their review with the following recommendations and comments (key findings and recommendations in brief): 

1) Start – Based on findings from the Panel’s 10 void inspections, the Panel recommended that 100% of all properties are checked prior to letting (currently 85% - 90%)- this could be done by Lettings Officer, Charge Hand, Void Inspector or Customer Involvement Volunteers. 

2) Start – Due to findings in the void inspections on cleaning standard the Panel recommends the cleaning contractor takes before and photos after cleaning is complete and Cleaning Contractor Manager carries out spot checks/cleaning inspections. 

3) Start – Panel to commission Fresh Ideas to produce a card to be given to new customers on sign up to encourage them to contact NDH if they identify a problem with their new home. 

4) Start – Panel suggested that Every Visit Matters was re-started to all staff to identify customers who needs support or help with maintaining their tenancies and gardens. 

5) Start – The Panel have commissioned Fresh Ideas to look at information provided for new customers moving in and advice for customers moving out. This is using Sector Examples and revamp NDH current correspondence/leaflets. This is to encourage customers to look after their homes and to realise the impact and costs for NDH removing belongings from homes. 

6) Start – The Panel recommended restarting satisfaction surveys. This could be by using Voicescape or personal contact. The Panel were keen to work together to ensure the surveys were customer friendly and reassured new customers that complaints are welcome and feedback and no negative impact on their new tenancy. 

7) Start – Panel suggested starting an incentive scheme for customers leaving properties in good condition. In addition the Panel would like to see garden incentive schemes such as garden competitions and for NDH to identify volunteer agencies who may be able to assist with tidying gardens. 

8) Start – produce tutorials for customers on the website on decorating advice. 

9) Start - Promote Customer to Customer support at sign up for new customers. 

10) Start – The Panel have recommended that they revisit the Voids figures in 2 years and 5 years time to scrutinise the impact of the Specialist Support Team and to review if other incentives suggested in this report have made a difference to voids cost. 

11) Continue – The Panel were impressed with the Voids team and how they all work and communicate together, in particular when there is an influx of empty properties to complete. The Panel would like this to continue and the Allocations and Lettings Officer to be key in identifying what the new customers needs are. 

12) Continue – The Panel requested that each empty property is looked at for long term maintenance and presented to a good standard with North Devon Homes Ltd | Scrutiny Report September 2023 6 walls ready for decorating to include any planned programmed works (unless kitchen due shortly after moved in to allow customers choice of kitchen). 

13) Continue – The Panel were pleased with the feedback from the meeting Head of Asset Management held with home2home staff and recommended that staff were given regular opportunities to report back. 

14) Stop – during the initial 2020 review it was agreed that the word Void was stopped in customer correspondences and that the word Empty Homes was used instead. 

15) Stop - during the initial 2020 review customers recommended that black loft locks were discontinued and no longer installed. 

16) Start – The Panel request that lofts are locked with white loft locks (the loft locks that have been approved by involved customers) 

17) Start - The Panel strongly recommend that properties are decorated to a good standard or presented ready to paint for new customers especially in hard to let general needs flats. 

18) Start – The Panel identified holes in ceiling and walls caused by electrical works after decoration. The Panel recommends electrical works are complete before decoration/walls prepared. 

19) Start - The Panel recommend communication between teams to update current customer on any changes to planned improvements. 

20) Start – The Panel recommend that inspections are carried out to customers wishing to move and are ‘transfer ready’ before being offered a new property. 

21) Start - The Panel recommend that post tenancy visits along with starter tenancy visits are all recorded and tracked using the CRM system on CX. 

Recommendation 1 

The Panel have carried out 10 void inspections and have discussed their findings with the Head of Asset Management. The Panel recommended that 100% of all properties are inspected prior to letting. Currently 85% - 90% are inspected. The inspection could be done by Lettings Officer, Charge Hand, Void Inspector or Customer Involvement Volunteers. The Panel identified some minor repairs that were not complete on void – examples of this were holes left in walls (following electrical works or shelves removed), internal doors not closing properly, wallpaper hanging off wall, cleanliness not 100% in all properties. 

The Panel feel strongly that if all properties (100%) were inspected along with before and after photos/inventory taken of each property this would be beneficial to NDH and incoming customers. The Panel are keen that this includes involved customers to do spot inspections. The Panel were advised at the ‘Meet the Team’ follow up meeting that there is no pressure to hand back properties quickly and, based on this, could allow time for final inspections. 

Recommendation 2 

Due to findings in the void inspections on cleaning standard the Panel recommend that the cleaning contractor takes photos before and after cleaning complete and Cleaning Contractor Manager carries out spot checks/cleaning inspections. The Panel recommend that inspections will be done on voids cleaning. The Panel identified cleaning concerns in half of the void properties inspected (5 out of 10) examples include wall tiles not cleaned, worktop dirty, light switch and door handle dirty. Findings have been fed back to cleaning contractor who confirmed 100% they would have returned to property to complete if made aware of issues at the time. The Panel are aware that the new cleaning contractor with Bowden’s has been approved and that NDH will be working with Bowdens to develop their inspections to ensure cleaning standards are being maintained. 

Recommendation 3 

The Panel to commission Fresh Ideas to produce a card to be given to new customers on sign up to encourage them to contact NDH if they identify a problem with new home. They were keen to reassure new customers that if not happy with anything in their new home to contact NDH and suggested a card was given out on sign up. Panel commissioned Fresh Ideas to look at wording on this. 

Recommendation 4 

The Panel recommended that Every Visit Matters is re-started to allow all staff to identify customers who need support or help with maintaining their tenancies and gardens. During their 2 void inspections with the voids Inspector they evidenced that not all properties are returned to NDH in good condition, with one property in poor condition (untidy, not maintained) and the other property having an extremely overgrown garden. The Panel felt that if all staff used the Every Visit Matters to highlight customers who need additional support then the Specialist Support Teams could provide support and help customer sustain tenancy. The Panel were also keen to promote customer 2 customer support if customer would like assistance with downsizing or general advice. 

Recommendation 5 

The Panel have commissioned Fresh Ideas to look at information provided for new customers moving in and advice for customers moving out. This is using Sector Examples and revamp NDH current correspondence/leaflets. This is to encourage customers to look after their homes and to realise the impact and costs for NDH removing belongings from homes. The Panel felt that Red Kite and Cornerstone were good examples and they specifically liked the cost guide on disposing of items and also liked the acceptable and non-acceptable photo examples. After meeting with the Voids Team and Head of Asset Manager the Panel are aware that not all properties are returned in an acceptable condition and cause added costs to NDH. The Panel looked at costings of recharges on voids over the past 6 months and recognised that this was a high cost to North Devon Homes. The Panel will, at a future date look at recharges procedure and ways to help NDH claim recharges back when properties are left which causes additional cost to NDH. The Panel will review the recharge process to investigate if anything can be done to help claiming back the costs. 

Recommendation 6 

The Panel recommended restarting satisfaction surveys. This could be by using Voicescape or personal contact. The Panel were keen to work together to ensure the survey was customer friendly and to reassure new customers that we welcome complaints and feedback and that this will not impact on their new tenancy.  

Recommendation 7 

Panel recommended starting incentive scheme for customers leaving properties in good condition. In addition the Panel would like to see garden incentive schemes such as garden competitions and for NDH to identify volunteer agencies who may be able to assist with tidying gardens. During the void inspection the Panel were advised that 1 in 10 properties are returned in a poor condition (furniture/belongings left), unclean and not maintained and that 1 in 3 properties are returned with gardens overgrown. The Panel feel it is a good idea to encourage customers to look after their homes by offering incentives if property returned in good condition. In addition by introducing garden competitions this may promote customers to enjoy their gardens. The Panel have commissioned Fresh Ideas to investigate options with the above. Additionally, the Panel would like NDH to identify any volunteer agencies that could help customers who would benefit from some assistance with their garden. Furthermore, the Panel have suggested that the good neighbour award was restarted to promote community involvement and customers helping each other. 

Recommendation 8 

The Panel have recommended that video tutorials are produced for customers on the website on decorating advice. This could be promoted in newsletter, on sign ups and advice given at events such as the Summer Fayre. 

Recommendation 9 

The Panel recommend that Customer to Customer support is promoted at sign up for new customers and customer 2 customer information leaflet supplied. This would give the option for new customers to contact the customer to customer group direct. 

Recommendation 10 

The Panel have recommended that they revisit the Voids figures, cost of repairs after void, recharges in 2 years and 5 years time to scrutinise the impact of the Specialist Support Team and to review if other North Devon Homes Ltd | Scrutiny Report September 2023 10 incentives/recommendations suggested in this report have made a difference to voids cost. 

Recommendation 11 

The Panel were extremely impressed with the Voids team and how they all work and communicate together (particularly when there is an influx of empty properties to complete) and how the internal computer systems work well. The Panel would like this to continue and that the Allocations and Lettings Officer is key in deciding what the new customers needs are and to be flexible. In particular, the Panel, were impressed to hear, during the meeting with the Voids Team, that paint and materials are offered to new customers upon request and would like to see this promoted more to new customers. From shadowing the void inspections with the void inspector, customers liked the option that new customers were given the choice to decorate themselves or for NDH to do and the option for new customers to have 2 week rent free (for instance) to enable them to decorate themselves saving NDH painting cost and time. The Panel wanted to stress this was only an option for those customers who request it or felt they were in a position to do this themselves. The Panel felt strongly that properties/walls need to be “prepared” for decorating (smooth wall surface and no holes). The Panel recommended that Lettings Officer to use discretion and consult with incoming customer as much as possible to keep carpets, other items and to check if they would like paint/materials or more help with decorating. The Panel were keen that this was promoted more. 

Recommendation 12 

The Panel recommended that the team continue to assess each empty property at void for long term maintenance and that properties are presented to a good standard to include any planned programmed works (unless kitchen due shortly after moved in to allow customers choice of kitchen). The Panel evidenced new kitchens that had been installed on their Void inspections and were impressed with the standard.

Recommendation 13 

The Panel were pleased with the feedback from the meeting that the Head of Asset Management held with home2home staff and recommended that staff were given regular opportunities to report back. The Panel were happy that the team have been given opportunity to discuss their concerns during this review. 

Recommendation 14 

During the initial 2020 review it was agreed that the word Void was stopped in customer correspondences and that we used Empty Homes instead. This wording has been carried through into the empty homes standard leaflet for customers but it is not mentioned in the Policy. The Panel recommend that this is used in all correspondence sent to customers. 

Recommendation 15

 During the initial 2020 review customers recommended that black loft locks were discontinued and are keen that the new white loft locks are used. The Panel have approved the use of the new white loft locks and recommend that these are now used when replacing or fitting new loft locks in future. 

Recommendation 16 

The Panel strongly recommend that properties are decorated to a good standard or presented ready to paint for new customers. The Panel stress that if properties are decorated then this sends a strong message to new customers about the standard they need to keep their homes in and could save NDH money at end of tenancy. This could also prevent disrepair claims if properties are presented in good condition which will improve staff morale for decorators completing the job. During the ‘meet the team’ follow up meeting, the voids team advised that new customers do prefer properties that are decorated and make it easier to let. 

Both the Panel and voids team recommended that more resource/staff would be beneficial to provide this improvement. The Panel acknowledge that there are financial constraints at the moment but when finances allow recommend that NDH move towards  improving the overall decoration of the properties on void. The Panel identified that the general needs flats were more difficult to let and decorating in these flats could help with the letting process If current budget allows. The Panel also recommend decorating one wall or walls in poor condition, if budget not available to decorate whole room/property. 

Recommendation 17 

The Panel identified holes in ceiling and walls caused by electrical works after decoration. The Panel recommends electrical works are complete before decoration/walls prepared. During the void inspections the Panel identified several properties with holes left in ceilings and recommend reviewing order that the works are carried out. 

Recommendation 18 

The Panel were made aware during the review that on occasions the planned maintenance team cross over to assist with voids. Whilst the Panel recognise there may be reasons why this occurs such as influx of voids, staff sickness and demand to let certain properties, the Panel would like to see that the process and communication to existing customers (having planned works) is considered. If delays are necessary that consider impact for customer works, if they have already prepped for works and other individual customer circumstances and that front line teams work together on delivering the update. The Panel recommend communication between teams to update current customer on any changes to planned improvements. 

Recommendation 19 

The Panel recommend that inspections are carried out to customers wishing to move and are ‘transfer ready’ before being offered a new property. This will allow customers time to prepare to move and make customers aware of what works are required to be done prior to any move and reduce voids costs. The Panel commission Fresh Ideas group to work with the Head of service on these procedures. 

Recommendation 20 

The Panel recommend that post tenancy visits along with starter tenancy visits are all recorded and tracked using the CRM system on CX housing computer system. This will enable future analysis and reporting on how customers are settling into their new homes and to look at repairs mentioned and other points of view that would help them settle into their new home.