Tenants' Annual Report 2024

The work carried out in this report represents the work of the South Tyneside Homes Team from 2023-2024. South Tyneside Homes transitioned to South Tyneside Council Housing Services on 1 November 2024.

Welcome to the Tenants' Annual Report 2024. It has been written by tenants from across South Tyneside and is based on information provided by South Tyneside Homes.

This report has been published by South Tyneside Council Housing Services and represents the work carried out before the transfer of housing services to the Council for the financial year 2023 – 2024.

Each year the Annual Report Customer Group work together on the report to update customers on aspects of services that are important and useful for them to know. In our role as tenants’ we are independent and in producing this report we have examined performance to assess how housing services provided by South Tyneside Homes is delivered against regulatory requirements as well in meeting the expectations of customers.

This year for the first time we have included results from the Tenants Satisfaction Survey which is now undertaken annually - see Customer satisfaction for the results. Involved customer panels actively scrutinise this performance and the steps that are being taken by the organisation to drive improvements for customers.

Why we produce an Annual Report

Significant changes have taken place to the regulation of social housing in recent years and greater emphasis is now placed on the importance of listening to the views of tenants.

This report helps to demonstrate how customers are involved in examining the performance of the organisation as well in helping to shape and improve services.

South Tyneside Council is responsible for ensuring that regulatory requirements are met in a transparent and accountable way and publication of an Annual Report demonstrates this for tenants and the Regulator of Social Housing.

Producing the Annual Report 2024

From April to September 2024, 10 customers from two involved customer groups formed the Annual Report Customer group.

They worked together reviewing performance information, asking for further information and explanations from Service Managers, focusing on what would be interesting and important for customers to hear about in the report.

In total approximately 250 volunteer hours were spent producing this report.

View of the Lead Member for Housing

As cabinet member for housing and community safety, I would like to say a huge thank you to our involved tenants South Tyneside Housing Services, formally South Tyneside Homes, for working diligently to create this annual report.

Tenant involvement and scrutiny has been at the heart of service delivery in South Tyneside Homes and will continue to be an integral part of how we work at South Tyneside Housing Services.

We have much good work ahead of us, including our capital investment programme to make sure we continue to provide good quality, safe and decent homes, supporting our ambition of building strong communities.

I hope that you find this report insightful, as I have, and I look forward working with our involved tenants, Housing Services delivery team and Board to bring you more insight and information in the future.

Involving customers in service development

Customers get involved with housing services to produce reports like this one and to work on projects to help improve services for customers. This section of the report covers some of the things that customers have been involved with over the past year.

If you would like to find out more about being an involved customer, or joining a customer panel, then please get in touch:

• 0300 123 6633
• involvement@southtyneside.gov.uk

You can join the Tenant Talk Facebook group as one way to have you voice heard.

What involved customers actually do

I have been an actively involved in projects to improve services for customers for 10 years. I find it very interesting as we look into the way things are done so that we can help the organisation make changes to services that will benefit customers. For example, we are taking an in-depth look at how improvements can be made to communications with customers about getting their repair carried out. Our recommendations will be made later this year.

Tris Francis, Scrutiny Panel chair

To complete involvement projects these are types of activities we carry out.

We will:

• Meet with customers who have made a complaint to find out more about their experience of what happened.
• Carry out surveys with customers to get a wider picture of the issues.
• Go on site visits, for example to view empty properties.
• Discuss issues with managers of services and look at data and information.
• Meet with front line staff to discuss their experience of how services are being delivered.
• Listen to anonymised customer calls into the Customer Contact Centre to check customer service levels.

1596 customers engaged to help improve services:

• 860 customers engaged through local involvement and outreach activity such as engagement with community groups and third sector organisations, energy roadshows, resident high-rise and housing plus groups.
• 83 customers engaged in targeted customer experience projects to gain an in-depth understanding of their customer journey and where improvements can be made - including the Green Homes programme, getting a new home, accessing welfare support, accessing temporary accommodation and more.
• 278 members of the Tenant Talk Facebook group engaged with as a means of interaction and dialogue with customers, including through polls and surveys.
• 354 survey responses on topics including the Green Homes grant and mutual exchanges.
• 21 members on the formal panels that report findings and recommendations from project work to senior managers and Council committees.
• Over 700 volunteer hours were spent on involvement projects that identify service improvements.

Customer-led improvements delivered include the following:

• Improved diagnosis and advice following reports of damp and mould; 36 recommendations were made following a customer Scrutiny Panel review.
• Improved customer communications following completion of a review of the Green Homes Grant programme by the customer Scrutiny Panel; 15 recommendations for improvements are due to be delivered during 24-25.
• Complaints, Customer Service and for the Good Neighbourhood Management policies and procedures have been improved following review by the Check & Challenge customer group.
• Development of 'How to' video guides and a social media campaign following customer feedback on the mutual exchange process after 156 responses were received to a survey.
• A decrease in complaints and an increase in compliments from customers getting new homes following improvements to information provided on the Lettable Standard.
• Policies and procedures reviewed by the recently established Building Safety Champions group.

Community outreach

• 213 customers helped with domestic energy issues at seven energy roadshows held across the borough - see Investing in a green future.
• Promoted services to diverse community groups via in person engagement. Following this, translation services have been promoted to staff and information is also to be added to the ‘hold’ message via the Customer Contact Centre.

New enquiry escalation process introduced

A new process has been introduced in cases where a Contact Centre Advisor is unable to answer a customer enquiry as referral to a specialist team is needed. If initial contact cannot be made with the specialist team, a five working day response time is set up in the system, which is then escalated further if the customer receives no response.

How we manage the quality of our response vs time taken to answer calls

On average it takes six minutes to deal with a customer enquiry but some calls take longer than others to resolve. Call quality checks are undertaken by listening to calls to identify how responses can be improved. The Customer Scrutiny Panel have observed Contact Centre Advisors at work and noted the high skill level and patience of staff.

Stats at a glance

• 75% customer satisfaction
• 89 compliments during 2022-23
• The Customer Service Centre handled 204,483 calls
• A digital team established to enhance Live Chat and the Connect 2 facility
• 50% of calls were answered in 30 seconds
• Increased calls resolved at first point of contact. During 2023-24 this increased to 80% on average compared to 69% during 2022-23.

Compliments and complaints

• 1,038 complaints received compared to 1,120 last year
• 151 complaints taken further to stage two compared to 89 last year
• 95% of stage two complaints were responded to within target timescale by the Customer Feedback Team (in line with our performance indicator)
• 822 compliments were received compared to 739 last year

All complaints are investigated and over 50 percent of stage one complaints were upheld.

Case studies

1. The involved customer Check & Challenge group carried out three reviews of the complaints processes, including carrying out in-depth conversations with complainants and mystery shopping to identify where service improvements could be made.
2. Focus groups were held with tenants from minority community groups to understand the difficulties they face in accessing the complaints process and what improvements or support could be put in place for them. Translated documents were provided and further advice and support provided from specific service teams such as housing options and those dealing with anti-social behaviour. Staff from these services visited the groups (along with a translator) to provide information about the service, processes and how to access them. In addition, the Contact Centre have added to advice about translation services to the contact centre ‘hold’ message.

If you would like more information about complaints and service improvements, view the annual ‘Complaints Performance and Service Improvements’ report.

Alternatively, copies can be requested via email.

Make a complaint or give feedback

To make a complaint or give feedback:

• use the online feedback form
• connect2@southtyneside.gov.uk
• 0300 123 6633
• Customer Service Team, South Tyneside Council Housing Services, Town Hall and Civic Offices, Westoe Road, South Shields, Tyne and Wear, NE33 2RL

• 11,684 web pages were viewed with the accessibility toolbar - an increase from 6,173 in 2023. This enables users to change fonts and text sizes can can be translated into different languages.
• Enhanced interpreting services provision.
• Developed an Equality, Diversity and Inclusion Hub with information for staff to use.

Getting to know our customers better

Each customer has unique needs and requirements, so staff will focus on gathering information to help it to provide services that meet each persons needs. If a customers’ preference is to receive information in larger print, a different language or by e-mail, the housing team want to know this.

If customers have more complex needs then they need to know this too so they can help to provide the support that is needed. Staff will contact customers to discuss if they have any specific requirements.

To tell them about your preferences or any requirements that you have you can call them on: 0300 123 6633 or email: connect2@southtyneside.gov.uk

During 2023/24 £25m was invested in homes to ensure they are well maintained, meet the Decent Homes Standard and keep customers safe.

What the investment has delivered

The capital budget, which is spending on fixed items such as buildings, has helped deliver of the following planned replacements in customers homes:

During 2023/24 plans for low carbon homes have been implemented. The design and building of 10 ‘A’ rated homes at Hindmarch Drive for affordable rent has incorporated various types of sustainable technologies. Next year two further schemes will be started to provide affordable energy efficient ‘A’ rated homes at Lizard Lane and Reynolds Avenue using the same sustainable technologies and includes the Councils first low energy ‘Passivhaus’ housing.

Supporting customers to reduce carbon emissions

During the year energy roadshows were held across the Borough providing in person advice on energy efficiency and how to reduce fuel bills, to help customers to afford to live comfortably in their home. Advice was also provided about carbon monoxide, included free welfare benefit checks, and home energy checks via the LEAP project (the local energy and money saving service). Over 200 customers were provided with assistance from housing services, Groundwork’s Green Doctor, Age Concern, Citizens Advice and Northumbrian Water. In addition, over 1000 customers at risk of fuel poverty were contacted and offered free energy advice and other assistance.

Adaptations are installed to customers’ homes to help them to continue to live independently at home. During 2023/24 the following were installed:

The organisation is focused on the safety of the homes of all tenants and independent assessors recently confirmed its full compliance with legal requirements and expectations for building safety and its approach to tackling damp and mould.

Healthy Homes Team

The Healthy Homes Team tackles cases of damp, mould and condensation. It takes a ‘zero-tolerance’ approach and investigates all cases referred to it. Since January 2024 the team has received 2,503 survey requests and delivers all repairs and upgrades needed to help manage and remove damp and mould.

It carried out 1,442 anti-mould treatments and 1,066 upgrades to fans and 605 bricklaying jobs linked to damp and mould during the year.

To report instances of damp, mould or condensation, call the Customer Services Centre on 0300 123 6633 or visit the South Tyneside Council Housing Services website for further information on how to report a repair.

High-rise and Housing Plus

We have helped:

• Set up a Building Safety Champions Group with high-rise residents to inspect buildings together. More residents in high-rise buildings are being sought to join this group so if you are interested and are a high-rise resident please contact: involvement@southtyneside.gov.uk
• Produced Fire and building safety leaflets for residents of high-rise, Housing Plus and low-rise buildings.
• Made sure High-rise residents will be able to access virtual information about their building which is helping to keep them safe – the TwinnedIt system.
• Carried out 13,000 building safety inspections across high-rise,housing plus and low-rise buildings.

Water safety

1,700 water risk assessments were carried out in customers' homes during 2023/24. These assessments help to minimise occupants' risk of Legionnaires disease, which can be found in domestic water systems.

Electrical

3,610 electrical safety inspections carried out in 2023/24.

South Tyneside Council Housing Services must test each home every five years - the minimum annual target is 3,500. Every home that becomes empty is tested before it is re-let to another customer.

Gas safety

• 100 percent of properties with a gas safety certificate for the thirteenth year in a row.
• Completed 15,300 gas servicing appointments and 1,267 gas safety checks for new customers.
• 6,379 emergency heating repairs attended - 99.97 percent completed within timescale.
• Over 1,100 new central heating boilers have been installed in our homes.
• 121 customers were referred for help with their heating bills – if you require help call the Customer Services Centre on 0300 123 6633.
• 56 applications to court for a warrant to gain access for essential gas safety checks and 21 warrants being executed to gain access for essential gas safety checks.
• 1,360 upgraded asbestos surveys completed.

• Completed 12,682 emergency repairs - 99.64 percent attended within timescale. South Tyneside Council's four hour emergency response timescale equals the best in the sector
• 275 repair jobs are completed for customers every day
• 101,000 requests for the repair service during the year - a 6 percent increase compared to 2022-23, equating to approximately 6,000 additional repairs
• Improvements are being made to the text messaging system to provide customers with updates and reminders in advance of their appointment as missed repairs appointments cost £42,000 in 2023/24
• Completed 11,526 urgent repairs - 99.6 percent within timescale

Reporting a repair

• via Typetalk - textphone users please prefix our telephone number with 18001
• connect2@southtyneside.gov.uk
• 0300 123 6633
• Customer Service Team, South Tyneside Council Housing Services, Town Hall and Civic Offices, Westoe Road, South Shields, Tyne and Wear, NE33 2RL
• housing.southtyneside.gov.uk

Emergency repairs can be reported 24/7 on 0300 123 6633.

Leaseholders

There are around 800 leaseholders in the Borough and they are responsible for repairs to the interior of their home. Repairs and maintenance to the structure and outside of the buildings, communal areas and communal gardens are carried out by South Tyneside Council Housing Services and paid for by leaseholders through service and other charges.

Service standards set out what level of service leaseholders can expect and these are agreed with leaseholders.

Leaseholders are able to get involved with South Tyneside Council Housing Services - see Customer-led services.

The Tenancy Standard focuses on the way homes are allocated and how tenants are supported to maintain their tenancy.

The Voids & Allocations Team support customers by carrying out the day-to-day process of managing properties from ‘keys in to key out’, ensuring empty homes are let to the right quality standard.

The team:

• Carry out pre-offer and pre-termination visits.
• Carry out the shortlisting of properties, in accordance with the Allocations Policy.
• Advertise and market properties.
• Complete a customer checklist of any property concerns during sign-up.
• Work with the Financial inclusion, Housing Management and other services to ensure homes are let in line with performance standards.
• Work to a target of 14 days to re-let a property, following repairs.
• Manage the Mutual Exchange service.
• Carry out one month tenancy support visits to ensure customers have settled into their new home.

Supporting tenants in their new homes

• New or vulnerable customers with limited or no support are provided with help to decorate their property.
• Customers are signposted to external support initiatives such as the Groundwork shop at the Recycle Village for help with furniture and goods which can be upcycled.
• To make it easier for customers to make arrangements with an energy supplier, a partnership with Utilita has been introduced. Customers now have one point of contact when setting up their new supplier and can choose to stay with Utilita or switch supplier when they move in.

Huge thank you to Jordan and everyone else who helped with our move. We really appreciate all the help we have received. Thank you all so much. It has made a massive difference for us and removed so much pressure.

Mr Watson

Homelessness

How are we dealing with homelessness?

• During the year 1,708 customers were provided with advice and guidance in relation to their housing situation and an additional 1,387 homeless presentations were received. Of these, 356 households have been prevented from becoming homeless.
• The number of emergency homeless units has expanded due to a high number of presentations. There are a total of 34 units comprising 24 homeless units, seven young person units and three veterans units.
• The Stay Close programme, in partnership with Children Services, supports care experienced young people and has seven dedicated properties for vulnerable young adults, which are all occupied.
• Four young people have moved on to independent tenancies and the team has managed to accommodate 24 other care experienced young people, through the “choice-based lettings process”.

Over the year, the team has developed a close working relationship with the Asylum Seeker, Refugee and Migrant Support Team, for children and families in South Tyneside. After having to leave their own countries for safety, 73 families and 143 single people have been supported in long term homes.

836 households have been found long term accommodation.

Veterans Support

The Veterans Outreach Support Worker received 122 referrals during the year and supported customers into suitable accommodation. In addition, a further £24,000 additional income was accessed through SSAFA, the Armed Forces charity, to assist these customers.

Mutual Exchange

A promotional campaign has been carried out on social media in partnership with House Exchange to provide customers with the information and support they need to navigate the Mutual Exchange process. This followed customer feedback that demonstrated that understanding of the process could be improved.

Pre-tenancy support

The pre-tenancy support is provided to help:

• Vulnerable applicants wanting to move, but who may struggle with the process, and with sustaining a tenancy.
• Those who are potentially not suitably housed.

Occupational support

Occupational support is provided to:

• Assess the impact someone's home is having on their long-term illness or disability.
• Match customers who have used the service to pre-adapted properties.
• Assess housing need in relation to medical, welfare and hardship.
• Liase with other partners to ensure adaptations or aids are provided effectively.

The wait time for assessment has reduced from 94 days last year to 40 days this year.

All team members are now trained Trusted Assessors, enabling the team to prescribe equipment, providing a more streamlined service for the customer.

Tenancy Sustainment Team

A new Tenancy Sustainment Team was introduced during the year with the aim of supporting customers to ensure their tenancy does not fail.

It focuses on those at risk of tenancy failure, or with complex needs or vulnerabilities, by building a relationship with them, to work with them to identify the issues and to provide appropriate support.

Issues may include failure to maintain property condition, accumulating rent arrears, gas capped due to lack of affordability, domestic abuse, mental health issues and so on.

Case studies

How the team supported a vulnerable customer

A customer with a chaotic life and tenancy breaches was referred to the team. The customer had complex needs and issues including drug misuse and a previous domestic abuse relationship. The Tenancy Sustainment Officer worked with the customer to identify what support they needed. With assistance the customer has been able to sustain their tenancy, they have cleared rent arrears and re-decorated. The customer secured a sole tenancy and is considering a mutual exchange as a fresh start as their health and wellbeing has significantly improved.

Hospital discharge support

To support people and their recovery when they need to leave hospital but may not be well enough to go home, Borrowdale House (formerly Housing Plus accommodation) has been developed into specialist discharge accommodation in partnership with the NHS. With 24 apartments it offers 24/7 support and on-site staff providing care and support and promotes independence, with a range of assistive technology and community facilities.

Changes have been made during the year to how general Housing Management is carried out. Housing Management teams now operate with smaller patch sizes allowing them to be more proactive to ‘get behind the door’ of more properties to identify at earlier stages any property condition issues and customer vulnerabilities. Customers with more complex or multiple needs are referred to the Tenancy Sustainment Team for support.

Housing Officers spend approximately 70 percent of their time on their patches, with the remaining time dealing with rent collection and other queries.

Rent arrears for the year was £2,586,343.

This new approach ensures services can be tailored to meet individual customer needs and ensures compliance with the new consumer standards set out by the Social Housing Regulator.

If you are having difficulty paying your rent phone 0300 123 6633 for help and advice.

The Welfare Support Team is a key part of action the Council is taking to promote the financial security of residents of the Borough through its anti-poverty strategy.

The Welfare Support Team assists customers by offering the following:

• Benefit checks, completion of forms and support with appeal cases.
• Debt advice, support with debt casework, debt solution and court representation.

Support can include:

• Providing emergency food and gas & electricity vouchers for those in crisis or financial hardship.
• Providing household items such as white goods, and furniture for Community Care provision.
• Support for customers with the cost of living.
• Over £85 million in financial gains was secured for residents during 2023/24.
• 4,454 applications for support received during 2023/24.

This support helps residents to sustain their homes, feed their families, keep warm and support the economy and local businesses and the team can support all residents of South Tyneside, as well as those supported by the Council placed in properties outside of the Borough.

Social Navigators

Social Navigators work inclusively with vulnerable clients who are financially excluded, developing a person-centred approach to casework. Help includes access to welfare and debt services; employability services, help with digital skills and with access to support from other agencies.

To find out more about the support available - contact the Welfare Support Team by phone on 0191 424 6040, or e-mail welfaresupport@southtyneside.gov.uk

The Community Safety and Tenancy Enforcement Team has been working over the year to keep customers safe.

99.82 percent of cases have been successfully resolved - an increase from 96.71 percent in 2022/23.

The team has an “early intervention” approach to dealing with anti-social behaviour and aim to stop cases escalating to enforcement action.

Examples of early intervention include:

• Home visits with police to those involved in youth disorder to prevent their behaviour escalating.
• Mediation prior to situations escalating to a point where mediation will not be effective.
• Dealing with reports early to help stop the situation escalating. This may include referring residents to drug, alcohol, or mental health services.

New initiatives with partner agencies have been introduced to tackle anti-social behaviour, including domestic abuse, youth disorder and crime hotspots. These include:

• Working with Northumbria Police, Business and Community Responders and the Community Safety Team.
• Motorbike disorder working with Northumbria Police.
• Mediation to help with neighbour disputes.

Domestic Abuse

With the introduction of a Domestic Abuse Hub staff work alongside the Police and other agencies to support and safeguard customers. Each case individually and can include the supply of safety measures to keep victims safe including:

• Letterbox jammers
• Window locks
• Door chain
• Security light

Northumbria Police may request further work is carried out to homes to esnure customer safety.

Building safety

During the year the organisation carry’s out checks to identify any issues which may affect the safety of residents in buildings with communal areas, and all building compliance checks have been completed on time.

Health and safety meetings are held with customers to discuss all aspects of health and safety and fire safety in the buildings. These meetings offer customers an opportunity to voice any concerns and to put forward recommendations to improve working procedures.

100% of building safety checks completed.

To continue to ensure the safety and wellbeing of residents in Housing Plus schemes:

• Daily wellbeing calls take place.
• Annual customer care and support plan visits are carried out
• Home safety checks and 'Customer Evacuation Assessments' are completed in a timely manner.
• New digital equipment is being installed in Housing Plus schemes to replace analogue telephone lines as the current system is being upgraded.
• New heating and hot water plant has been installed at Bamburgh Grove, Blenkinsop Court and Glenthorpe House.

Scooter storage and safety

Most Housing Plus schemes have designated storage facilities, and to ensure safety daily building checks are carried out with advice from the Fire Safety Advisor & Compliance Team.

Social events

Throughout the year social events take place in Housing Plus schemes and this year schemes were also visited by energy roadshows:

Over the year the Social Enterprise team has increased visits to schools and colleges to promote apprenticeships and Social Enterprise Traineeships.

National Apprenticeship Week

During National Apprenticeship Week in February a career event was hosted at Jarrow Focus, South Tyneside Town Hall and Temple Park. These events were promoted on social media and apprentices attended to share their experiences.

During the year 40 people took up work experience opportunities at South Tyneside Council Housing Services which were promoted at school events and job fairs.

A three-day work experience event for underrepresented groups was held to encourage people to apply for future vacancies.

Most requests for work experience come from students attending schools and colleges across the Borough.

Social Enterprise trainees are involved in a variety of activities that help meet business needs. This year’s trainees have been gaining skills in ground maintenance, painting, street and beach cleansing, furniture removal and administration.

• They can gain experience in customer service, teambuilding, time management, health and safety and get employability support and those recruited as trainees for periods of six months or over are offered the opportunity to achieve Functional Skills in Maths and English.
• Trainees can shadow a tradesperson of their choice.

The aim of the traineeship is to give the individuals work experience and qualifications, along with careers support to help them into work inside or outside of the organisation. Most trainees who have been on a programme go on to paid work and 10 trainees have secured work with South Tyneside Council Housing Services on a temporary or full-time basis.

Apprenticeship Away Day

Every year, an Apprenticeship away day is held to introduce new apprentices to existing ones in a fun and relaxed environment. The organisation has a 99 percent success rate of apprenticeships staying within the organisation.

Apprenticeships in action

Jonathan Gill is currently a Ground Maintenance Apprentice working in the Social Enterprise team. Sunderland College awarded him with Land Based Apprentice of the Year in February 2024.

The Social Enterprise team now has access to a stand-on lawn mower. The team can use this mower on larger sites, reducing the time it used to take using hand push mowers. Anthony Hall, driving the lawn mower, started as a trainee in 2019 and now works as an operative who supports our new trainees.

Customers are able to have their say on the performance of South Tyneside Council Housing Services through an annual Tenant Satisfaction Survey (TSM).

There are plans to address lower satisfaction and involved customer panels actively scrutinise performance and the steps that are being taken to drive improvements for customers.

Focus on expenditure