Introduction
Hammersmith and Fulham Council have carried out a review of the council housing policy framework, as part of the work to deliver a high-quality landlord service and meet the Social Housing Regulator's Consumer Standards.
As part of this review, we have consulted with our tenants to get views on the following draft policies, to test policy positions and gain feedback to inform our ongoing service improvement work:
- Aids and Adaptations Policy
- Supporting our Residents Policy
- Tenancy Policy
- Repairs Policy
We held two policy engagement events on 11 and 16 September 2024, promoted to all tenants via text message, email, newsletter and posters on estate notice boards.
We also shared and discussed the supporting our residents policy and the aids and adaptations policy at the following forums:
- Disabled Persons Housing Strategic Group 18 June 2024 and 10 July 2024
- Housing Residents Forum 16 July 2024
- Sheltered Housing Forum 9 July 2024 and 10 September 2024
In addition, tenants were invited to provide feedback on the policies via email or telephone during September 2024, until 6 October, and reviewed and discussed the repairs policy with the Fire, Building Safety and Repairs Working Group on 19 September 2024.
Participants at the policy engagement events
A combined 49 tenants registered attendance at the engagement events that took place on 11 and 16 September. 45 attendees were general needs tenants and four were from sheltered housing. 61% of attendees were from the north of the borough and 39% from the south.
Of the 49 tenants, 42 were not currently regularly involved in Tenant Resident Associations (TRAs) or the council's existing council housing engagement forums or groups. 17 of the tenants said they were interested in getting more involved in working with housing colleagues through one of our established resident groups in future. The Housing Resident Involvement Team will be contacting these tenants to follow up on this.
Percentage of tenants attending the session with the intention of feeding back on a specific policy:
- 31% on the Tenancy Policy
- 35% on the Repairs Policy
- 26% on the Supporting Our Residents Policy
- 18% on the Aids and Adaptations Policy
Scope of the research and limitations
The feedback summarised in this report reflects the experiences of the tenants who attended the two engagement events or took part in discussion on the policies at two of the council's resident engagement forums. It should not be assumed that the experience and views captured here reflect those of all tenants, and the Council's response to the feedback should be considered in this context.
However, the experience still provides a range of views and can help the council to take a tenant-centred approach to finalising and implementing the new or updated policies and to ongoing service improvement work. The feedback should also be considered alongside the ongoing feedback the council receives through satisfaction surveys, complaints and through established resident forums and groups. In this way, it can be used to identify and evidence common themes, as well as more unique experiences.
Findings
Tenants gave feedback on the draft policies and discussed experiences of our services in relation to the four policy areas more generally. Feedback highlighted areas of strength and areas for improvement, as well as identifying parts of the policy documents that required further clarification and additional points to be included.
Common feedback themes
There were some common themes across all four policy areas.
Clear and precise information
The importance of providing clear and accessible information on how to contact us and who tenants' housing officer is. Tenants mentioned going to councillors to get access to a service, where they haven't been successful with, or known about, other contact routes.
Building trust in the system
Tenants may not come to the council for services and support they need, because they have lost trust in the system. We need to build trust in the organisation with tenants who have had negative experiences of the housing department, the council or public services more widely in the past.
Ongoing training
Ongoing training to staff is needed on emotional intelligence, disability, and understanding tenants' lived experience.
Preferred communication methods
Tenants reported that they like to find out what's going on in the local area via text message, eg info on local TRA, events, surgeries or drop-ins which are taking place.
Accessible formats
Information on policies needs to be produced in accessible formats.
Feedback relating to the specific policies
Feedback relating to the specific policies and how it has shaped our policies.
Repairs policy
Feedback: The repairs policy should make reference to the approach we take for repairing and maintaining adaptations.
How this has been addressed: There is now an explanation entitled "Repairs to adaptations, in Section 4 of the policy.
Feedback: There is a typo in policy document - 'Director Labour' instead of 'Direct Labour'.
How this has been addressed: The error has been corrected.
Damp and Mould Policy
Feedback: Tenants are expected to contact neighbouring flats to identify the source of a leak, but they feel someone qualified needs to visit neighbouring flats so they can correctly identify what's causing the leak.
How this has been addressed: This is addressed in the Damp and Mould Policy, which states under section 6: "The council shall investigate and determine the cause of damp, mould and condensation and carry out remedial repairs and actions in accordance with the tenancy agreement".
Tenancy Policy
Feedback: There needs to be a plain English guide to transfers and mutual exchanges.
How this has been addressed: This was not added to the Tenancy Policy that was being consulted on, but instead the updated Mutual Exchange Policy, under section 3.
Feedback: The succession section is unclear as seems to contradict itself in places.
How this has been addressed: Section 8, regarding succession, has been reviewed and edited to improve clarity.
Feedback: Think about explaining about flexible tenancies.
How this has been addressed: This has been purposefully ommited from the policy, as we only grant introductory and secure tenancies.
Feedback: The policies should be available in easyread.
How this has been addressed: EasyRead versions of all our policies will be available, once the new policies have been completed.
Feedback: Section 3 states that we 'aim to support tenants to settle into their new home'. How?
How this has been addressed: Under section 3 of the Tenancy Policy, it is explained that we complete early tenancy checks, and refer to support services if required
Feedback: Under Section 3, it is stated (with regards to seeking possession): "the decision is carried out by someone who wasn't involved in the decision to apply for an order for possession". Someone should be changed to a council officer.
How this has been addressed: Tenancy Section 3 of the Tenancy policy has been updated
Feedback: Suggestion to add something into policy to make it clear that tenants should inform the council if they are away for 28 days or more.
How this has been addressed: It states says in our tenancy agreements (part C, point 2) that tenants must inform us if they are away for more than 3 weeks
Feedback: Comment that "I am surprised that there is no mention of social housing for our Serving Armed Forces and Veterans".
How this has been addressed: This is referenced in the Scheme of Allocations
Supporting our Residents Policy
Feedback: Links between NHS, social services and housing could be better.
How this has been addressed: This is now referenced in Section 7 of the Supporting our Residents Policy.
Feedback: Feedback on description of legislation, and on wording of equality act is unclear and confusing.
How this has been addressed: The description in the Supporting our Residents Policy has been reviewed and updated to ensure it is clear.
Feedback: Clarify that people can be supported and support needs may be identified in one of our housing hubs or offices.
How this has been addressed: This is addressed in section 6 of the Supporting our residents policy.
Feedback: Where there is an isolated resident without support, how can we link them to relevant partner services or agencies?
How this has been addressed: This is addressed in section 3 of the Supporting our Residents Policy.
Feedback: Where there is explicit reference to LD and mental health in the policy, also include autism.
How this has been addressed: Section 11 of the Supporting our Residents Policy has been updated, to include autism
Feedback: Tenants have let us know they need correspondence in alternative formats, but we are not proactively using this information for all letters.
How this has been addressed: This is addressed in section 3 of the Supporting our residents policy etc e.g. rent letters.
Feedback: Make reference to Aids and Adaptations Policy within the Supporting our Residents Policy and vice versa.
How this has been addressed: This is addressed in section 7 of the Supporting our Residents Policy (which references the Aids and Adaptations Policy), and in section 6 of the Aids and Adaptations Policy, where the Supporting our residents policy is referenced.
Feedback: Add contact details for the Customer Service Centre to the policy.
How this has been addressed: Contact details for the CSC have been added into section 6 of the Supporting our Residents Policy.
Feedback: Tenants don't know whether their support needs have been recorded or not, when to tell us, or what we'll do with the information.
How this has been addressed: This is addressed in sections 6 and 7 of the Supporting our Residents Policy.
Aids and Adaptations Policy
Feedback: A tenant reported experience of delays to getting an adaptation.
How this has been addressed: The new Aids and Adaptations Policy provides a new standard process to drive performance across teams, and improve communication and record keeping, to prevent avoidable delays in future. It also explains the steps involved in the process for more complex cases, and why sometimes the process will take longer. It incldues keeping tenants updated as cases progress.
Feedback: Not everyone knows about how to get adaptations, or what they might be entitled to.
How this has been addressed: This is addressed in section 6 of the Aids and Adaptations Policy.
Feedback: Occupational Therapy and the adaptations service need to listen to tenants' understanding of their own condition and what adaptation is needed. A tenant gave an example of needing a shower, being told they had to have a wet room, and needing to appeal against this for a number of months before it was agreed they could have a shower.
How this has been addressed: This is addressed in section 7 of the Aids and Adaptations Policy.
Feedback: Tenants have often had to wait a long time for adaptations, and have not known what's happening or received updates.
How this has been addressed: This is addressed in section 9 of the Aids and Adaptations Policy.
Feedback: Tenants are not aware that they may be eligible for an adaptation, or what to do if they want to apply for one.
How this has been addressed: This is addressed in section 6 of the Aids and Adaptations Policy.
Feedback: Different teams have not had knowledge of previous adaptations done in the property before coming out to do work.
How this has been addressed: This is addressed in sections 5 and 7 of the Aids and Adaptations Policy.