The Community and Adult Services Scrutiny Committee met on Monday 19 January 2026 to discuss the proposed purchase of land for new council housing, the Migrant Worker Charter, Disabled Facilities Adaptations, and the current situation with the Responsive Repairs Unit. Key decisions included the approval of the acquisition of building plots at Central Quay for new council housing, and the endorsement of the Migrant Worker Charter, with recommendations for its enhancement.

Approval to Purchase Additional Land for New Council Housing

The committee scrutinised a report recommending the approval of the acquisition of building plots at Central Quay to support the Council's House Building Programme. Councillor Lynda Thorne, Cabinet Member for Housing and Communities, highlighted that the Council had already delivered over 1,700 new council homes and projected a further 2,000 affordable homes in the next five years. The proposed acquisition of plots 3, 4, 5, 10, and 11 at Central Quay from White Acres presents an opportunity to deliver between 460 and 730 apartments.

Members raised concerns about the suitability of high-rise flats for older people and families, and the lack of parking provision. David Jacks, Assistant Director for Development and Regeneration, explained that while the current proposal focuses on apartments, the Council has a significant pipeline of over 620 flexible apartments for older people. He also noted that the design of family apartments would be a key consideration, with examples of innovative designs in London providing communal garden areas.

Councillor Peter Littlechild raised concerns about parking, particularly for disabled residents and those with carers. Sarah McGill, Corporate Director for All People and Communities, acknowledged that parking is a premium but assured members that the design would consider public transport links and that detailed work would be undertaken once the site was purchased. The potential for multi-generational living and the creation of larger units was also discussed, with officers confirming that the design process would be flexible and informed by resident needs.

Concerns were also raised about community facilities and environmental aspects, with Neil Taylor, Operational Manager for Delivery, confirming that sustainable urban drainage and spaces for people to congregate would be key considerations. David Jacks added that communal roof gardens and balconies would be incorporated, and that the Council had achieved the 'Designing in Nature' accreditation.

The issue of parking for disabled individuals and carers was reiterated, with officers confirming that while not every flat would have a parking space, roads servicing the blocks would allow for emergency vehicle access. The potential for interconnecting flats to create larger family units, similar to the James Street scheme, was also discussed.

Councillor Owen raised concerns about the capacity of local amenities, such as school places and medical centres, to support the new housing development. Councillor Thorne stated that the Council was actively engaging with health colleagues to ensure that any necessary growth in facilities was planned for.

The discussion also touched upon the impact of the development on the local job market, with Councillor Thorne noting that the site was already designated for housing in the master plan. Sarah McGill added that some developments, like James Street, included workshops on the ground floor to address local needs.

Migrant Worker Charter

The committee scrutinised the proposed Migrant Worker Charter, which aims to safeguard vulnerable migrant workers and ensure ethical care commissioning within the adult social care sector. Jane Thomas, Director for Adults, Housing and Communities, emphasised the importance of fair employment conditions for care providers and workers.

Fayeva Imono, a Unison Cymru union women's officer and home care worker, shared her personal experiences and those of her colleagues, highlighting issues such as illegal fees, threats of deportation, and exhaustion due to the sponsorship visa system. She explained that the visa ties workers to a single employer, making it difficult to challenge exploitation. Imono stressed that the charter was crucial for protecting migrant care staff and also benefiting UK national workers by ensuring fair working practices.

Angela Boge, Operational Manager for Strategy Performance and Resources, provided background on the social care workforce, noting that 56% of the domiciliary care workforce in Cardiff are sponsored migrant workers. She outlined the risks associated with this reliance, particularly with upcoming changes to sponsorship rules in 2028. Boge explained that the charter, developed in partnership with Unison, contained 11 commitments covering ethical recruitment, protection against exploitation, fair pay, and safe workplaces.

Councillor Littlechild shared a personal experience of a Nigerian family being exploited through the visa system and strongly welcomed the charter. He raised concerns about the lack of provision for sick pay for migrant workers and the timeline for implementation, particularly in light of the 2028 deadline. Angela Boge explained that while some commitments could be implemented immediately, others would be incorporated into new contracts during the recommissioning process in 2027. She agreed that sick pay fell under fair work practice and employment law.

The discussion also covered the role of the Council as commissioners in providing the means for providers to deliver fair practices. Angela Boge acknowledged that the current commissioning model could make it difficult for providers to offer fair terms, and that travel time, waiting time, and mandatory training should be paid. She confirmed that migrant workers are protected by UK employment law.

The committee explored the reasons for the difficulty in recruiting local care workers, with Jane Thomas explaining that while the Cardiff Cares Academy worked to support local recruitment, the challenging hours and competition from other sectors made it difficult to fill all posts.

Councillor Littlechild also raised concerns about monitoring and the fear of workers losing their jobs, suggesting a confidential helpline. Angela Boge explained that whistleblowing policies were already in place, and that anonymity could be protected, though it could limit the depth of monitoring. She expressed hope that the charter would give migrant workers the confidence to challenge unfair practices directly. The committee noted that training materials were available via an app, with around 300 care workers having signed up.

The committee recommended that the charter be strengthened to include a greater focus on raising awareness of workers' rights and that the council and service providers should be responsible for this. They also suggested that sick pay should be a key consideration and that the council should be involved in the development of such charters at an earlier stage.

Disabled Facilities Adaptations

The committee received a briefing on Disabled Facilities Adaptations, with Caroline Palmer, Operations Manager for Independent Living and Community Social Care, providing an overview of the service. The Disabled Facilities Assistance is a mandatory requirement to adapt homes for disabled individuals, with examples including stairlifts, ramps, and accessible bathrooms. The Housing Grants, Construction and Regeneration Act 1996 underpins this duty.

Caroline Palmer explained that the service works with occupational therapists to assess the necessity and appropriateness of adaptations. The Council utilises the Regulatory Reform Order 2002, which allows for discretionary grants without a means test, with a charge applied to properties only if the cost exceeds £5,000 and upon change of ownership. This approach has allowed for faster delivery of adaptations and reinvestment of funds.

The service is funded through the General Fund (£5.7m), the Housing Revenue Account (£3.7m), and grants from Welsh Government (£927k) and the Regional Partnership Board (£294k). The benefits of adaptations include promoting independence, allowing people to remain in their own homes, and providing value for money by reducing the need for care.

Demand for the service has seen a significant increase post-pandemic, with a 56% rise in referrals between 2019/20 and 2023/24. However, demand is now returning to more sustainable levels. The number of Safer at Home referrals, which are for smaller, lower-cost adaptations, has also increased substantially.

The average cost of a Disabled Facilities Grant (DFG) rose significantly post-pandemic due to increased material costs and labour shortages. However, the service has reviewed its specifications and made changes, such as reducing decoration works and utilising modular builds, to bring costs down.

The time taken to deliver adaptations has also been a focus, with a target of 185 days for the entire process. While Safer at Home adaptations are completed on average in 36 days, more complex cases, particularly those over £10,000, have taken longer, sometimes exceeding 367 days. The committee suggested splitting targets for adaptations over and under £10,000 to provide a clearer picture of performance.

Concerns were raised about the potential for modular ramps to be reused and the full utilisation of the £10.6 million budget. Caroline Palmer confirmed that modular ramps are reused and that the budget is fully committed. The committee also suggested exploring funding for community schemes like chair yoga and tai chi for fall prevention.

The committee discussed the impact of longer NHS waiting lists on the need for adaptations at a younger age. They also inquired about the £300,000 breach fund and confirmed that it represents recovered funds from property sales.

The committee requested a breakdown of adaptation types and the average time taken for each, particularly for children's adaptations, and asked for clarification on the dip in DFG referrals in 2024/25.

Current Situation with the Responsive Repairs Unit

The committee received an update on the Responsive Repairs Unit, following a Public Interest Report by the Ombudsman and a letter from the Governance and Audit Committee. Councillor Lynda Thorne, Cabinet Member for Housing and Communities, acknowledged the challenging period the service had experienced and apologised for the impact on tenants.

Jane Thomas, Director for Adults, Housing and Communities, presented an overview of the Ombudsman's findings, noting that while most cases were resolved early, two cases were upheld and considered to be in the public interest. The published report detailed serious failures over four years to identify and resolve a leak, categorise damp correctly, and respond to requests for temporary moves.

The Council has accepted all the Ombudsman's recommendations, including a formal apology and financial redress to the affected tenant, and a reminder to staff about treating tenants with respect. An audit of records is underway to identify other tenants who may have experienced similar hardship, with a review due for completion in April 2026.

Key themes identified from recent complaints include the need to improve response times for responsive repairs, damp and mould, disrepair, and customer service. The Council has significantly reduced the number of outstanding repairs from nearly 6,000 to 600. A new case management team and workflow system are being introduced to improve the handling of damp and mould cases, and the dry homes team is being expanded.

Managers have undergone accredited training on the Housing Health and Safety Rating System (HHSRS) to improve the assessment of disrepair and fitness for human habitation. Customer service training is being developed for all staff, and a new IT system is planned to provide a more joined-up view of tenant information and jobs.

The committee discussed the timeline for the new IT system, with officers indicating it would be a significant undertaking. Concerns were raised about the empathy and professionalism of customer service staff, with assurances that appropriate management processes had been followed and that customer service training was being developed.

The expansion of the in-house team was discussed, with a focus on growing the dry homes team and plumbers. The committee also explored the issue of repeat repairs and the potential for the new IT system to track repair history and contractor performance.

The committee noted that while damp and mould cases had reduced significantly, even a single unacceptable case was cause for concern. Naomi Thomas, Operations Manager for Homes and Neighbourhoods, highlighted the importance of a decant panel to ensure timely decisions on relocation when properties are not fit for human habitation.

The committee requested further information on the timeline for the new IT system and the number of operatives in the in-house team. They also sought clarification on whether repeat repairs were down to contractor performance and how the Council was ensuring continuity of care between in-house teams and contractors.

The committee was assured that intelligence-led decision-making was being used to analyse contractor performance and cost-effectiveness. The issue of repeat repairs, particularly for damp and mould, is being addressed with a new process to proactively identify and escalate such cases.

The committee expressed concern about the potential for negative stories to impact public perception and reduce applications for repairs. They were assured that the number of complaints was low and that the Council was committed to learning from past issues and improving services.

The committee also discussed the potential for the new IT system to hold all historical repair information for a property, which would be beneficial for both tenants and the Council. The development of a new process to specifically check for repeat damp and mould repairs was also highlighted.

The committee noted the significant reduction in damp and mould cases but acknowledged that even one serious case was unacceptable. They were assured that processes were being put in place to ensure that issues were identified and addressed at an early stage.

The committee requested further information on the timeline for the new IT system and the number of operatives in the in-house team. They also sought clarification on whether repeat repairs were down to contractor performance and how the Council was ensuring continuity of care between in-house teams and contractors.

The committee was assured that intelligence-led decision-making was being used to analyse contractor performance and cost-effectiveness. The issue of repeat repairs, particularly for damp and mould, is being addressed with a new process to proactively identify and escalate such cases.

The committee noted the significant reduction in damp and mould cases but acknowledged that even one serious case was unacceptable. They were assured that processes were being put in place to ensure that issues were identified and addressed at an early stage.

Way Forward

Following the discussions, the committee agreed to pass on their observations and recommendations to the relevant Cabinet Members. For the Land at Central Quay, no specific recommendations were made. For the Migrant Worker Charter, the committee recommended that the charter be brought to the committee at an earlier stage in future, that sick pay be considered as a key element, and that the charter be strengthened to focus on raising awareness of workers' rights. They also requested more information on the uptake of union training. For Disabled Facilities Adaptations, the committee requested a breakdown of adaptation types and times, and for the Responsive Repairs Unit, they sought further information on the timeline for the new IT system and the number of in-house operatives.