The Overview and Scrutiny Committee met on Wednesday 13 March 2024 to discuss the Council's compliance progress and the performance of Barking & Dagenham Management Services (BDMS) in responsive repairs. The committee resolved to commission independent reviews into the efficiency and overall operation of BDMS.

Compliance Progress & Update Report

The committee received an update on the Council's statutory compliance position, noting that good progress had been made across six key areas since the self-referral to the Regulator of Social Housing (RSH) in February 2022. Two areas remain outstanding: the completion of a five-year portfolio-wide electrical inspection program and remedial actions following Fire Risk Assessments (FRAs).

The five-year portfolio electrical inspection program is ongoing, with high-rise, high-risk properties and communal HRA properties already tested. The domestic testing program is expected to be completed ahead of schedule by December 2024. Regarding FRAs, the Council is working with Savills to implement a planned program of remedial actions, including the fitting of fire doors, which is estimated to be completed within three years. An enhanced compliance structure is being implemented to focus on resident safety. The Strategic Director of MyPlace confirmed that all Lifting Operations and Lifting Equipment Regulations (LOLER) certificates are now in place, and Water Hygiene assessments are compliant. Concerns were raised about water hygiene and potential gaps in repairs, but the Strategic Director reassured the committee that certificates are only issued after physical testing and that repairs to doors and windows would be incorporated into the planned program. The Council is using a compliance system that has been tested to be around 95% accurate.

BDMS Update Report – Responsive Repairs Performance

An update was presented on the performance of Barking & Dagenham Management Services (BDMS) for responsive repairs between November 2023 and January 2024. While there have been improvements in customer satisfaction and a reduction in legacy jobs, the report highlighted ongoing challenges including an increase in open jobs, a significant rise in damp and mould cases, staff turnover, and difficulties in meeting completion targets for emergency and routine repairs.

The committee noted that the Council's overall unit cost for repairs and maintenance (£4,235) is the second highest among benchmarked boroughs, significantly above the average of £3,707. The report indicated that BDMS requires additional funding from the Council to improve services, and the current model of delivery and cost is considered unsustainable. The Chief Executive of Barking and Dagenham Trading Partnership (BDTP) explained that a 12-month program of activity focused on productivity is scheduled to commence, with BDMS preparing options for continued underperformance.

Despite improvements, customer satisfaction for BDMS is currently at 74%, below the 80% target. Void turnaround times have improved, averaging 32.8 days in 2024 compared to 61.5 days in 2023. Legal disrepair cases have also reduced from 221 in April 2023 to 108 in March 2024. The committee expressed concern about the high repair maintenance costs per housing unit and the projected further rise for 2023/24.

The committee resolved to commission two reviews into BDMS: one into its efficiency and another as an independent review, both to be presented to the committee early in the new municipal year.

Work Programme

The committee noted its work programme for the upcoming meetings.