Decision

RESOLVED that approval is given to fund HTS an additional £416,035 per annum (excluding VAT) to recruit the resources stipulated in Appendix B and to implement the revised damp and mould process as illustrated in Appendix A to the report.

Reasons for the decision

The proposed approach introduces a more structured system, including early case assessment (triage), increased specialist operative capacity, and a clearer escalation process for complex cases. This will ensure that risks are identified sooner, resources are used more effectively, and problems are resolved more quickly.

Alternative options considered

Option 1 proposes a centrally managed approach to damp and mould, where a single team oversees all cases and every property is inspected by a surveyor. This would provide strong control, consistency, and clear oversight of the service.

However, this model would be slower to deliver outcomes and require significantly more staff time and resources. The need for surveyor involvement in every case would increase costs and lead to more visits before issues are resolved.

Overall, while Option 1 offers improved governance, it is not considered the most efficient or cost-effective solution and has therefore not been recommended.

Option 2 proposes a dedicated and collaborative damp and mould service, with close working between the HOPs team and HTS. The approach will allow HTS to receive damp and mould calls directly from tenants and leaseholders, complete the initial triage at the first point of contact, and book appointments while the tenant or leaseholder is still on the phone. A dedicated team, including a Site Manager, Team Leader, Quantity Surveyor, Resident Liaison Partner, Call Handler/Admin, Electrical QS, Contracts Manager and two damp and mould operatives, will support the service.

The dedicated operatives will attend promptly to remove immediate risks and will carry out initial works.  Any significant cases will be escalated to the existing Damp and Mould team within HOPs for a surveyor to attend and any remedial work to be scoped and managed.  Cases will be logged in real time and tracked against statutory timescales. 

Appendix A shows a high level process flow of option 2.  Appendix B shows how the fee of £416,035 will be allocated.

Option 3 proposes continuing with the current damp and mould service without making any changes.  The existing process involves tenant calls coming through the CAMs channel and being booked as a repair.  In this model, the telephone triage is not a specialist one and although a mould wash can be booked, if there is anything else that needs doing, these have to be booked as separate repairs. 

This approach would not meet new legal requirements, which demand faster and more effective action to protect residents. It would also leave people at greater risk of health problems caused by damp and mould, particularly those who are more vulnerable.

In addition, maintaining the current system would lead to more complaints, increased legal claims, and a higher risk of failing to comply with regulations.

Overall, doing nothing is considered too high risk and is not a viable option.