The Housing Services Cabinet Committee of Gravesham Borough Council met to discuss a range of housing-related issues, including partnerships, aids and adaptations, tenant satisfaction, and performance reports. The committee was also scheduled to review and provide feedback on a revised mutual exchange policy and the annual council housing report.

Corporate Register of Partnerships and Shared Services

The committee was scheduled to review the council's involvement in partnerships that fall within the Housing Services Committee's remit. A report was prepared to provide an overview of these partnerships, including their aims, objectives, and contributions to the council's objectives.

The partnerships and joint working arrangements that were scheduled to be discussed included:

• Energy Saving Trust Advice Centre (ESTAC) (Careline Services)
• Gravesham Community Investment Partnership
• Greater South East Energy Hub
• Henry Pinnock Charity
• Kent & Medway Sustainable Energy Partnership (KMSEP)
• Kent Energy Efficiency Partnership (KEEP)
• Kent Home Choice
• Kent 'No Use Empty' Initiative
• Rough Sleeping Initiative
• Kent County Council Delivery of Disabled Facility Grants via Town & Country Housing Group
• Kent Housing Group

The report stated that the council defines a partnership as:

an agreement between the Council and one or more independent bodies to work together to achieve the council's Corporate objectives .

Aids and Adaptations

The Housing Services Cabinet Committee was scheduled to receive a presentation on aids and adaptations for Gravesham Borough Council tenants. Aids and adaptations are equipment or alterations to a home that help tenants carry out day-to-day activities and may enable them to stay in their homes. Minor adaptations may include grab rails, handrails and lever taps, while major adaptations may include showers, stair lifts and ramps.

The presentation included a review of adaptations completed in 2024/2025, and adaptations already received for 2025/2026. It also summarised a Housing Ombudsman review of adaptations and occupational therapy referrals, highlighting the importance of acting early, communicating feasibility, finding alternatives and balancing planned works and budgets.

The presentation also covered the value of aids and adaptation surveys, with quotes from tenants who have received adaptations. One tenant is quoted as saying:

This wet room has been life changing. It was the best thing to happen to me .

Mutual Exchange Policy

The Housing Services Cabinet Committee was asked to discuss and provide feedback on the Mutual Exchange Policy prior to ratification by Councillor Karina O'Malley, Cabinet Member for Housing Services.

The policy was created to reflect changes in approach to managing mutual exchange applications, and to reflect the implementation of the MRI Swap Tracker system, a digital platform that streamlines the mutual exchange process. The update aimed to promote a consistent and fair approach to mutual exchanges across the Housing service.

A mutual exchange is when two or more tenants swap properties with each other, and in doing so, pass on their legal interest in the tenancy. As a social housing landlord, the council has a legal duty to enable and support this process.

The policy sets out:

• The requirements for a mutual exchange of properties
• The process for assigning or surrendering a tenancy
• The legal grounds for refusing an exchange

The policy states that all households are required to pay their rent in advance before moving into their new property.

Tenant Satisfaction Measures Report 2024/25

The Housing Services Cabinet Committee was scheduled to receive the Tenant Satisfaction Measures (TSM) Report 2024/25. Acuity Research & Practice was commissioned to undertake an independent satisfaction survey of the tenants of Gravesham Borough Council during 2024/25 to collect data on their opinions of, and attitudes towards, their landlord and the services provided. The survey was conducted primarily by telephone interview, but also allowed tenants to complete the survey online or via face-to-face interviews. At the close of the survey, 742 completed responses had been received.

The report showed that 71% of tenants were satisfied with the overall service provided by the council. 77% were satisfied with the repairs service over the last 12 months, and 78% agreed that the council treats them fairly and with respect. Two measures had satisfaction levels below 60%: the handling of anti-social behaviour (50%) and the way complaints are handled (31%).

The report included a number of recommendations, including:

• Improving the repairs service
• Improving the handling of complaints
• Improving communications and engagement
• Improving the maintenance of communal areas and damp issues

Annual Council Housing Report 2024-2025

The Housing Services Cabinet Committee was asked to review a draft copy of the Annual Council Housing Report 2024-2025 and provide comments on the content prior to design work being finalised.

The report was intended to give a clear picture of the council's performance, practices and achievements, ensuring accountability to tenants, leaseholders and regulatory bodies. It also aimed to inform tenants regarding the number of complaints and compliments received.

The report included information on:

• The number of homes managed by the council
• Independent living
• Rent collection
• Community engagement
• Home improvements
• Building safety
• Sustainability
• Tenant satisfaction scores

Corporate Performance Report: Quarter One 2025-26

The Housing Services Cabinet Committee was scheduled to receive an update against the Performance Management Framework for Quarter One 2025-26 (April to June 2025). The Corporate Performance Report provided an overview of the council's performance against the Corporate Plan, as well as detailed qualitative updates outlining what activity the council has delivered, and what is to be taken, to successfully realise the Corporate Plan's objectives and policy commitments relating to the portfolio for the 2023-27 period.

The report included updates on:

• Ambitious building
• Enforced standards
• Progressive landlord
• Safeguarded residents
• Quality living

The Housing Assets Compliance Report was also included, which provided an overview of the council's compliance with landlord legislation, including fire safety, gas safety, water hygiene, asbestos, lifts, electrical safety, energy performance, and decent homes.