The Housing and Neighbourhoods Scrutiny Panel met on Wednesday, 1 April 2026, to discuss updates on responsive repairs and the use of powers under the Regulation of Investigatory Powers Act 2000 (RIPA). The panel reviewed the progress of the repairs service, noting significant improvements in reducing outstanding works and enhancing tenant satisfaction, and also considered a report detailing the council's use of RIPA powers, which indicated no authorisations were made during the reporting period.

Responsive Repairs Update

The panel received an update on the Responsive Repairs service, highlighting significant operational changes and a transformation programme aimed at modernising the service. Key improvements include the development of data dashboards for damp, mould, and condensation (DMC), gas, electrics, and voids, which are being used to drive decisions and track compliance. The service has seen a reduction in outstanding repairs, with the number decreasing from 11,800 in March 2023 to 3,095 at the time of the meeting. The average time taken for an in-house repair is just under 11 working days.

Specific attention was given to the handling of damp and mould cases, with mould washes being attended to in an average of 7.7 days, slightly exceeding the target of 5 days due to increased demand. Damp surveys are being completed within 9 days, meeting the KPI target of 10 days. The report indicated that overall tenant satisfaction with the repairs service has seen a slight increase, though further work is needed to improve the speed of repairs and overall sentiment. Transactional surveys show high satisfaction with the quality of work, politeness of operatives, and tidiness of homes, but highlight areas for improvement in completing repairs on the first visit and arranging follow-up appointments.

The service is focusing on improving the follow-on repair process and aims to book appointments at the point of initial contact or during the first visit. Collaboration with other teams, such as Pest Control, is enhancing flexibility. The service is also reviewing its repairs policy and rechargeable repairs policy to offer residents and leaseholders more options. Improvements in access to equipment and materials, along with real-time reporting for managers, are contributing to faster and more efficient repairs. A new van stock process with Wolseley aims to reduce return visits to the depot. Residents with disrepair claims are being signposted to the complaints team for quicker resolution. The service is committed to delivering an accessible and equitable service, with efforts to offer new communication routes, including text and WhatsApp, and evening and weekend appointments.

Regulation of Investigatory Powers Act 2000 Update

The panel considered a report on the use of powers under the Regulation of Investigatory Powers Act 2000 (RIPA) for the period January 2025 to 20 February 2026. The report stated that RIPA is considered a power of last resort, and officers make proactive use of alternative methods for obtaining information. Consequently, there were no RIPA authorisations granted during the specified period. The report noted that the Director of Legal & Democratic Services is the Senior Responsible Officer for RIPA, maintaining a central record of authorisations and ensuring appropriate training for officers. The council is subject to inspection by the Office of the Investigatory Powers Commissioner (IPCO), with an inspection anticipated in 2026. The current RIPA Policy was appended to the report.

The report highlighted that RIPA powers can only be used where the offence under investigation carries a custodial sentence of six months or more, and covert surveillance requires the approval of a Magistrate. The council's policy emphasises that covert techniques may only be used if they are necessary and proportionate, and only when information cannot be obtained openly. The report confirmed no legal, financial, or equality implications arising from the lack of RIPA authorisations.