The Residents' Services Select Committee met on Tuesday 24 September 2024 to discuss a range of issues including the customer journey for those experiencing homelessness, the Safer Hillingdon Partnership report, and the draft Housing Allocation Policy. The Committee also reviewed the draft Statement of Gambling Policy and noted the Cabinet Forward Plan and Work Programme.

Review of Homelessness and the Customer Journey: Witness Session 5

The Committee heard evidence from representatives of the Citizens Advice Bureau (CAB) regarding their experiences with the Council's Housing Advice and Homelessness Service. Jas Nagra, CAB Service Manager, and Joanna Smith, Senior Adviser, highlighted the high demand for housing advice and the challenges faced due to limited resources. They noted issues with communication and responsiveness from the Council's housing service, citing an instance where a client's application was allegedly closed prematurely. Ms Smith also expressed concerns about the effectiveness of the Council's complaint procedures and the need for greater cooperation.

Dan Kennedy, Corporate Director of Central Services, acknowledged the feedback and committed to improving the relationship with partners like CAB through regular meetings. He also agreed to investigate the specific complaints raised. The CAB representatives also suggested the need for a CAB base in Hayes and highlighted the importance of managing public expectations regarding the housing crisis.

The Committee suggested providing CAB with the contact details of chief whips to ensure councillors responded appropriately to requests for information. Further training for housing officers, particularly at higher levels responsible for complaint responses, was also recommended.

RESOLVED: That the Residents' Services Select Committee noted the evidence heard at the witness session and sought clarification as necessary in the context of its review of Homelessness and the Customer Journey in Hillingdon.

Safer Hillingdon Partnership Report

Richard Webb, Director of Community Safety and Enforcement, provided an update on the Safer Hillingdon Partnership's work, highlighting the Making Hayes Safer Project aimed at reducing violence and supporting the Serious Violence Strategy. Plans for community safety strategic assessments, a new crime dashboard, and an overarching Community Safety Strategy were also outlined. A Community Safety Survey will be launched to gather resident and business input.

Chief Inspector Ben Wright of the Metropolitan Police Service (MPS) presented the police report, noting that Hillingdon had experienced minimal manifestation of recent disorder seen elsewhere in the UK. He discussed challenges including prisoner releases, court backlogs, and the impact of international conflicts on community relations, praising the excellent response from local community and religious leaders. Immigration-related challenges and recruitment issues for the MPS were also mentioned, alongside successes in recruiting Police Community Support Officers (PCSOs).

Local performance figures showed burglary rates remained broadly unchanged, with reductions in theft from motor vehicles and homicide rates. Schemes like Right Care Right Person were highlighted for directing individuals to appropriate treatment pathways. The public protection strand, investigating serious crimes like rape and child abuse, was reported to be fully staffed and prioritised.

Work was underway to ensure professional conduct in stop and search practices, with vetting and misconduct cases being actively managed. West Area BCU was noted for its diversity and recruitment from diverse communities. Violence Against Women and Girls (VAWG) and enhancing security on public transport remained key focuses.

Members raised concerns about the police response to low-level crimes and the impact on businesses and well-being. Chief Inspector Wright acknowledged these concerns, explaining the risk-based approach to call prioritisation and the reintroduction of neighbourhood officers. He also discussed societal issues contributing to crime and the role of ward panels. The importance of improving communication and promoting positive police work was discussed, with suggestions for collaboration with councillors and community groups. Concerns about trust between residents and the police were also raised, with the MPS detailing efforts to engage with various community groups. The effectiveness of Operation Soteria in improving outcomes for victims of rape and serious sexual offences was highlighted.

RESOLVED: That the Residents' Services Select Committee noted the contents of the reports and asked questions in order to clarify matters of concern or interest in the Borough.

Statement of Gambling Policy Consultation

Daniel Ferrer, Licensing Team Manager, presented the draft Statement of Gambling Policy for consultation. Councillors sought clarification on potential saturation of gambling establishments in areas like Hayes, and were informed that applications are assessed on individual merits, with a low number of complaints compared to alcohol-related premises. The difficulty in refusing applications without concrete evidence of substantial harm was noted. Concerns about funfairs and flyposting were addressed, with the Head of Service undertaking work on this. The Committee heard that risk-related inspections and visits with the Gambling Commission ensure the policy is adhered to.

RESOLVED: That the Residents' Services Select Committee considered the revisions to the Statement of Gambling Policy and sought further clarification as necessary.

Housing Allocation Policy Consultation Draft

Debby Weller, Head of Housing Strategy and Policy, provided an update on the consultation for a revised social housing allocation policy. The proposed changes aim to increase transparency, improve prioritisation, and give greater weight to residents with a long-term attachment to the Borough. The consultation runs until 13 October 2024.

Members enquired about the inclusion of migrants in temporary accommodation figures, and it was confirmed that asylum seekers in hotels were the responsibility of the Home Office, with the figures representing those at risk of homelessness. Concerns were raised about the proposed changes potentially increasing stress on housing stock due to allowing families to bid on smaller properties, but it was explained this would help reduce pressure on larger properties. The definition of a 'reasonable' housing offer was clarified, and measures to ensure property safety for domestic abuse victims were discussed.

The Committee heard that the revised policy aimed to improve residents' understanding of the housing situation and rehousing chances, with information to be widely publicised, including a short video. Concerns were raised about the consultation deadline and the need to ensure all those on the housing register were consulted, leading to an agreement to explore extending the consultation period and targeting those on the register. The importance of consulting directly impacted individuals before the general public was emphasised. The Head of Housing Strategy and Policy agreed to conduct further analysis of social media responses and feedback on the consultation process.

RESOLVED: That the Residents' Services Select Committee reviewed and commented on the draft policy and consultation process.

Forward Plan

RESOLVED: That the Forward Plan be noted.

Work Programme

RESOLVED: That the Work Programme be noted.

The meeting concluded at 9.05 pm.