Agenda and minutes

Apologies for absence were received from Councillor Peter Smallwood with Councillor Richard Lewis substituting.

There were no declarations of interest.

RESOLVED: That the minutes of the meeting dated 13 June 2024 be agreed as an accurate record.

It was confirmed that all items of business were marked as Part I and would be considered in public.

Dan Kennedy, Corporate Director of Central Services, introduced the item. The Select Committee heard from Sonia Stewart, Independent Domestic Violence Manager, and from Sultana Ahmed, Independent Domestic Violence Adviser (IDVA).

Sonia Stewart and Sultana Ahmed addressed the Select Committee providing an overview of the Hillingdon domestic advocacy service and highlighting its evolution over the past two years from focusing solely on high-risk victims of domestic abuse to now supporting victims across all levels of risk.

Members heard that the service now included a floating support side, catering to low and medium-risk victims, in addition to the high-risk interventions provided by the Independent Domestic Violence Advocates (IDVAs). The team comprised 5 IDVAs and 3 floating support workers, offering both short-term crisis intervention and long-term support.

Officers raised concerns regarding the approach to housing for victims of domestic abuse. It was noted that victims presenting to housing were often asked about police involvement (which formed part of the enquiries the Council made when a victim approached the Council for assistance), which could influence the support they received. This was concerning as not all victims may involve the police for various reasons, including threats from the perpetrator.

The Committee heard that the requirement for documentation when seeking housing support posed a significant challenge for victims fleeing emergency situations. It was recognised that in such circumstances, victims may not have the ability to gather necessary identification documents, which were crucial for accessing housing support.

The challenges faced by victims of domestic abuse when seeking housing support were highlighted. Concerns were raised about the need to ask about police involvement, which may not always be present despite the occurrence of domestic abuse.

It was highlighted that victims fleeing domestic abuse were often offered accommodation far from their support systems, which could exacerbate their vulnerability. The Committee recognised the significant impact of relocating victims away from their jobs, families, communities, and children's schools, especially when they or their children had additional complex needs.

Members were informed that inconsistencies were reported by clients when approaching housing services for assistance, particularly concerning the advice given about the possibility of remaining within the Borough. The lack of clarity in policy or criteria used to determine why some victims stayed in Borough while others were relocated outside the Borough was highlighted as a matter needing further enquiry.

It was noted that while advising clients, there was a need to manage their expectations regarding potential housing outcomes. However, the inconsistency in the application of housing policies had led to confusion and the need for correct and effective guidance.

With regard to the Sanctuary Scheme, officers noted that the scheme assessed properties to implement additional security measures for victims of domestic abuse who wished to remain in their homes. There was a lack of clarity around time frames for referrals and responses. Automated messages to confirm receipt of referrals and inform clients of expected contact times would be welcomed.

In terms of staff turnover, the Committee was advised that there was a  ...  view the full minutes text for item 16.

Dan Kennedy, Corporate Director of Central Services, provided an update on the Housing Improvement Activity Plan to date. He emphasised that the plan addressed a wide range of issues related to homelessness and the customer journey. The plan included strategies and policies, workforce planning, and the importance of having more entry-level roles to build a permanent workforce. The challenges of recruiting and retaining staff in this area and the need for a ladder of career progression within local government were highlighted. He also mentioned the importance of customer care and management supervision and providing support to staff dealing with traumatic casework.

Members were informed about the housing commissioning plan, which aimed to increase the number of properties and make the best use of existing housing stock. This included encouraging under-occupiers, both council tenants and housing association tenants, to downsize, acquiring more properties, and utilising the private rented sector. The plan set challenging but achievable targets to meet these goals.

The Select Committee heard that understanding the local housing market and its pressures was another key area of focus. It was believed that by understanding the market, the Council could predict and manage it more effectively. This included knowing which private sector landlords were evicting tenants and why and building relationships with them to prevent evictions. The importance of understanding the cost of temporary accommodation and prioritising the commissioning of new properties to help people move on or prevent homelessness were also emphasised.

The Corporate Director stressed the need for a proactive approach, building a plan and investment strategy to create a positive pipeline of housing supply. He also highlighted the value of strong working relationships within the Council and with other services, such as Children’s Services and Adult Social Care. Good working relationships could help prevent homelessness and encourage families to accept accommodation offers.

Councillors were advised that the biggest challenge was responding to emergency accommodation needs, which often required finding immediate solutions. Preventing or avoiding on-the-day presentations was critical.

Councillors noted that since the review had started, every witness session had highlighted that some staff within the housing department lacked empathy. They enquired if any action was being taken to identify and address these staff members’ communication issues. Members emphasised the importance of how questions were asked and sought clarity on the plan to address this issue.

In response to this, officers acknowledged the concern, agreeing that even one or two staff members lacking empathy could impact the level of customer care. They mentioned that communications with staff about expectations had been strengthened. Managers were shadowing staff during conversations with residents, and the officers themselves were listening to calls and attending contact centre calls regularly. The need for empathy and clarity in communication, even when solutions were not readily available was highlighted. Members heard that individuals who were less helpful had been identified and the concerns addressed. Training and conversations had been conducted.

Councillors commented that it would be beneficial for the Committee to hear about tangible changes over  ...  view the full minutes text for item 17.

Members raised no concerns or queries in relation to the report on the complaints to the Housing Ombudsman Service by the Council’s ‘Landlord Service’ for 2024/2025.

RESOLVED: That the Select Committee:

1.    Noted the 2023/24 submission to the Housing Ombudsman Service by the Council’s ‘Landlord Service’ as part of meeting new Regulatory requirements; and

2.    Noted the recommendation to report to the Residents’ Services Select Committee as part of the governance process on future annual submissions to the Housing Ombudsman Service, effective from 2024/25.

Priscilla Simpson, Sport and Physical Activity Team Manager, and Nicola McDermott, Sports Contract Manager were in attendance to answer clarification questions from Members in relation to the report set out in the agenda pack.

Members raised a question about the funding received for park tennis and why residents were still being charged £5 to use the tennis courts. The 0fficers explained that the funding was a grant issued by the LTA in 2019 to refurbish the courts, which had not been attended to for 10 to 15 years. The LTA recommended a charge for pay and play to ensure upkeep and maintenance. It was confirmed that the income generated from the charges was used to address anti-social behaviour and maintain the courts. Officers also highlighted the introduction of a cloud-operated booking system and the provision of a tennis programme including Tennis for Free and Free Parks Tennis through a tennis coaching company.

Members enquired why free tennis was not being offered in areas with anti-social behaviour, such as Rosedale and Harmondsworth. In response to this, officers responded that different initiatives were in place, including Free Parks Tennis coaching at Rosedale and plans to extend it to other areas. They emphasised the importance of building local community involvement through volunteer park tennis activators and linking in with schools and community groups.

Councillors sought further clarification regarding the usage of sports facilities and changes in demographics. Officers confirmed that they collected data using a tennis tracker on facility usage and demographics, and they aimed to engage and include various communities. They mentioned that most activities, apart from the £5 tennis, were offered for free and promoted through schools, local communities, social media, and Hillingdon People. Efforts to connect with different community groups and GP practices to promote healthier lifestyles were highlighted.

The Select Committee expressed interest in seeing the data on facility usage and engagement, noting that some events did not seem very inclusive. It was agreed that the data would be shared and it was confirmed that officers were committed to reaching hard-to-reach communities and integrating the programme into new developments.

Members requested further information about the 22 graded walks available in the Borough. It was confirmed that the information was available on the Council website and that officers had in the past distributed leaflets in GP practices and libraries. It was acknowledged that stopping some of the production of paper forms might have led to some people not being aware of the programmes. Officers agreed to provide the requested information.

The Select Committee Davis raised concerns about the introduction of fees for using tennis courts and the lack of data on court usage before and after the fee was implemented. Resistance to the fee in areas like Rosedale was noted and free access in such areas was suggested to address the issue. Officers explained that the fee was introduced to cover maintenance costs and that they were working with a tennis coaching company to provide some free tennis opportunities in  ...  view the full minutes text for item 19.

RESOLVED: That the Forward Plan be noted.

Democratic Services informed Members that a site visit had been arranged for Select Committee Members to visit the recycling facility in Edmonton on Wednesday 4 September 2024 from 09:45 – 10:45. Councillors were requested to confirm their attendance at their earliest convenience to enable safety boots to be sourced in preparation for the visit.

RESOLVED: That the Work Programme be noted.