North Lanarkshire Federation
of
Tenants and Residents Associations
Tenant Scrutiny
Capital Programme Kitchen Replacement
Sub Group
Findings Report
October 2015
1
1.0
1.1
Introduction
North Lanarkshire Federation of Tenants and Residents Associations (NLF) is
pleased to submit our Tenant Scrutiny (Capital Programme) Kitchen
Replacement Sub Group report to North Lanarkshire Council’s (NLC) Senior
Management Team and Elected Members for their information.
2.0
2.1
Background
In response to the introduction of the Scottish Social Housing Charter (SSHC)
and to continue to develop the Federation’s working relationship and influence
with the Council’s Housing Service, the NLF established a Tenant Scrutiny
Group to inspect the Kitchen Replacement element of the Capital Programme.
2.2
NLF invited representatives of our member groups and individual tenants to
participate in this scrutiny group to encourage representation from across the
authority.
2.3
The Kitchen Replacement Tenant Scrutiny Group members are:
 Gordon Encinias
 Irene Gillies
 Mary McLellan
2.4
In terms of NLC, the main staff representatives participating with the sub
group were agreed as Michelle Hendry and Elaine Munroe.
2.5
Independent advice and support was provided to the sub group by Nancy
Robertson, Development Officer from the Tenants’ and Residents’
Participation Project, a Tenant Information Service Project (TIS).
3.0
3.1
Tenant Scrutiny in Context
Tenant scrutiny is about tenants being actively involved in reviewing how
housing services are being delivered, and even more importantly, how they
can be improved. The concept of scrutiny is not new in Scotland and has
existed in other social policy fields such as education for some time.
However, the emphasis on tenant scrutiny and self-assessment is new to the
social housing sector here in Scotland and represents a very significant
opportunity to develop partnership working between tenants and landlords to
deliver excellent housing services.
3.2
Tenant Led Inspections (TLIs) are a popular way of involving tenants in
improving housing services. This is a process where tenants independently
inspect a housing service to review how well it is working and to identify
recommendations for improvements. It is a tangible way of involving tenants
where everyone can see positive results at the end of the process.
Tenant Led Inspections provide opportunities to:
 Inspect housing services from a tenants’ perspective
 Hold service providers to account
 Contribute to improvement in housing services, whilst ensuring policies
and procedures are clearly understood and implemented
 Inform policy development and delivery
2


Ensure resources are used effectively and services delivered provide
value for money
Benchmark and share good practice
4.0
4.1
Aim of the Kitchen Replacement Sub Group
The overall aim of the scrutiny sub group work was to provide an opportunity
for tenants’ representatives become more informed of the operation and
delivery of the Council’s kitchen replacement programme, to discuss issues,
concerns and progress raised by tenants and contribute to continuous
improvement in service delivery.
5.0
5.1
The Inspection Process
The Tenant Scrutiny Kitchen Replacement Sub Group followed an agreed
work plan, which included:

Understanding and reviewing the kitchen replacement in terms of the
capital programme.

Understanding the policies and procedures involved in the kitchen
replacement programme

Making comparisons across all of the contractors involved in the kitchen
replacement programme.

Circulation of an independent survey to a sample of tenants across North
Lanarkshire

1-2-1 Meetings with tenants who have had new kitchens installed
3
6.0
Findings and Recommendations
6.1
Discussions at meetings
A
Findings
Does the Clerk of Works issue a
checklist to tenants at mid - work
and final inspection stages?
Recommendation
That the Project Liaison Officer carry out a
visit and speak to tenants during the works
and at the end before the final inspection
takes place and liaise with Clerk of Works as
required.
That the final inspection is signed off by the
tenant and Clerk of Works
Tenants receive a copy of the signed off final
inspection checklist.
Housing Property comments
Procedures are currently in place to help and support tenants through the process,
including explaining technical matters in more detail. A number of changes have
taken place within Property, including the introduction of Programme Liaison
Officers, known as PLO’s. The PLO’s role is to guide tenants through the whole
process and offer additional support as and when required, based on individual
circumstances. At the end of the process, when the kitchen has been installed, the
PLO will visit the tenant to discuss their experience of the process in terms of
customer satisfaction.
There is no tenant sign off required by tenants at present; however this may be
looked in the future.
The PLO role is in addition to the Clerk of Works, as they carry out different roles.
The Clerk of Works carries out a more technical role for the duration of the
programme. The Clerk of Works is responsible for carrying out a final inspection
and to sign off the contractors work as complete and satisfactory. A checklist has
recently been introduced to assist the Clerk of Works when signing off a property.
B
The sub group found that in some NLC should provide /offer families a full size
instances the supply of a small baby microwave and where a baby belling cooker
belling cooker as means of cooking is the option then two 2 ring baby belling
while the work is being carried out, cookers should be supplied if required.
isn’t adequate.
Housing Property comments
The contractor is responsible for ensuring that tenants are offered temporary
cooking facilities for the duration of the programme. Current arrangements include
the provision of either a Baby Belling cooker or a microwave cooker.
Individual circumstances are taken into consideration at the beginning of the process
to ensure that tenants are offered suitable cooking facilities that meet their needs.
In terms of supplying two Baby Belling cookers, Health and Safety issues need to be
taken into account when identifying a site for a temporary cooker and adjoining
workspace. Unfortunately there is some disruption to the living space during the
kitchen installation which would make it more difficult to place 2 cookers.
The PLO’s will consider individual needs such as respite and/or other support needs.
4
C
The group note that baby belling
cookers are portable and are
therefore ‘moveable’ and feel that
for this reason this is often not a
suitable option.
That tenants can’t be left with no means of
cooking and should be able to make choice
from various types of temporary cooking
facilities available and to suit their personal
choice and circumstances, particularly where
the tenant is elderly or there are young
children in the house.
Housing Property comments
The contractor is responsible for ensuring that tenants are offered temporary
cooking facilities for the duration of the programme. Current arrangements include
the provision of either a Baby Belling cooker or a microwave cooker.
If work needs to stop at the weekend and start again on a Monday then cooking
facilities can be re-instated. This will be reviewed on a case by case basis.
Individual circumstances are taken into consideration at the beginning of the process
to ensure that tenants are offered suitable cooking facilities that meet their needs.
D
E
The sub group considered it was
good that NLC ensured SHQS as a
minimum standard, but found that
kitchens are installed to suit current
tenant and therefore not necessarily
what they considered as ‘future
proof’ i.e. what suits current tenant
might not suit future tenants.
The sub group noted that it could prove too
difficult for NLC to ‘future proof’ kitchen
designs/items for future tenants.
That NLC considers ensuring the minimum
number of units are installed to ensure that
kitchens will meet the basic needs of future
tenants and not just current tenant.
Alternatively NLC ensures that if required
additional units are installed for a new tenant
to bring the number of units up to the
minimum standard.
NLC continues to ensure all kitchens meet
the SHQS as a minimum standard.
Housing Property comments
The kitchens are designed around the needs and requirements of the current tenant.
However if in the future there was a change in tenant and they required some
adjustments to meet their individual needs, this would be assessed and minor works
carried out accordingly.
Current and future SHQS standards and Energy Efficiency Standards, required by
2020, are continually reviewed.
The sub group found that in some NLC should provide information on how to
instances tenants had to make make a claim for any damages that might
claims for damage to their occur during the works.
household items and/or flooring and Tenants should be informed and advised that
often tenants were unsure how to do there is a system in place that means they
this or they weren’t aware that they can submit a claim for damage where they
could submit a claim.
think this is appropriate and necessary.
Perhaps a form included in the info leaflet or
via the PLO or the Clerk of Works.
5
F
Housing Property comments
To ensure that tenants are made aware that they can make a claim for damage
caused during the programme, a recommendation has been made that this will be
included in the information leaflet for the Kitchen programme. The leaflet ‘Kitchen
replacement programme advice and Information’ is issued to all tenants at the start
of the programme. The leaflet is currently under review in order to improve on the
content and the information given to tenants.
The sub group noted tenants aren’t The sub group recommends that more info is
given info regarding how walls will given to tenants regarding this as they feel
be made even/flat and how this will that there could be an assumption that the
be done.
walls will be plastered, when in fact it’s often
In instances where a brace & board brace boards that are fitted.
are used this makes the floor size Recommend that tenants are advised that the
slightly smaller, which could cause a brace & boards system will reduce floor
problem with fitting furniture or white space.
goods back in place or when buying The sub group asked that this info is included
new items.
in the information booklet.
Housing Property comments
During the kitchen installation, additional work may be required, including the
‘sheeting’ of walls, which can however slightly reduce the size of a room.
Unfortunately this decision can only be made once the old units have been removed
from the walls. To ensure that tenants are made aware of the process and what
may be involved, a recommendation has been made that this will be included in the
information leaflet for the kitchen programme, which is currently under review.
Where homes are being re-wired
G the sub group found that in some
instances access to electrical
sockets in adjacent rooms was
required and found that often this
was where tenants had stored
furniture/white goods (etc.).
This should be checked and noted at the preinspection check and tenants should be
advised accordingly.
In addition the sub group recommends that
there should be options regarding the use of
trunking/conduit for wiring. In some instances
the group felt this should only be used where
absolutely necessary - but in others perhaps
this could be tenant choice.
NLC should ensure that tenants are fully
advised of the options to allow tenants
consider what is best for them, particularly if it
means that laminate/wooden flooring doesn’t
need to be lifted.
Housing Property comments
In line with current procedures the contractor will carry out a pre-inspection check
before any re-wiring works are carried out to assess what work is required. However
the PLO will visit the tenant before any works are carried out to explain what is
involved during each stage of the installation process, including any rewiring, and
will be in a position to support the tenant through the process.
6
H
The Clerk of Works will visit the property at various points during the installation and
is available to respond to any technical questions that tenants may have.
Currently surface mounted trunking is not being used as part of kitchen installation
contracts therefore where the tenant has laminate/wooden flooring the tenant is
required to lift this to allow the rewiring to be carried out. The PLO will discuss this
with tenants on an individual basis, to assess if further assistance/help is required for
the tenant.
The sub group also notes that the
NLC should offer tenants the choice of
box type sockets can cause
flat/flush sockets and tenants are consulted
problems when putting furniture
about what would suit them best.
back in place.
Housing Property comments
Where wiring upgrades are being carried out, single sockets are being replaced with
twin sockets. A conversion box is secured over the existing back box for the single
socket hence it sits ‘proud’ of the wall adding 15mm in depth to the fitting.
The use of a conversion box eliminates any disturbance to the tenants’ decoration.
I
It was noted that the samples of
colour for grouting for tiling is not
always what is actually installed.
If only white grouting to be used then only this
should be shown in samples.
Alternatively NLC should perhaps consider
finishing with dark coloured grouting if this is
the tenants preference.
Housing Property comments –
The suggested change of grouting colour will be considered as part of the current
kitchen and bathroom tenant consultation processes.
In relation to the current ‘sample boards’, these will be reviewed to ensure tenants
are only shown samples of materials that would be available to them and installed
within their homes.
J
The sub group found situations
where works starts on a Friday and
stops over the weekend to recommence on a Monday (there was
also situations of this happening
over a holiday weekend meaning
the work started on a Thursday and
recommenced on the following
Tuesday). This is a long time for
tenants to have inconvenience and
upheaval.
Housing Property comments –
The sub group recommends that this is
unacceptable and recommends that work
does not start on a Friday (or on a Thursday
at holiday weekends); or alternatively the
work continues until on a rolling programme
until it is complete.
As per current arrangements, the council’s contractors have been advised not to
commence new kitchen installations on a Friday particularly where the tenants are
elderly, have a disability or have other specific additional needs.
In terms of the contractor working 7 days per week, this would have a significant
impact on the council’s budgets.
7
K
6.2
A
B
The current budgets are based on non weekend working. However this
recommendation will certainly be considered as part of the new contract framework
arrangements.
The sub group noted that in their
There needs to be exact samples/ sample
own experience samples shown are boards and these need to be exactly as the
not exact, nor are they as the final
finished product.
product
The sub group suggests that samples need
code numbers and tenants should be given
this information so that they can check this at
the installation stage.
Housing Property comments
The council’s contractor is responsible for providing sample boards to tenants
displaying the range of options available to them in relation to units, worktops and
handles. The contractor will take these to the tenant’s home when they are
designing the kitchen with the tenant, in order for the tenant to select what they
want. The final drawing, which details the choices made by the tenant, is recorded
on the kitchen design drawing which is signed by the tenant and a copy given to
them.
Both the Clerk of Works and the PLO visit all properties at the installation stage, and
any errors in relation to colour choices etc, would be identified very quickly and
resolved with the contractor. NLC will continue to monitor this.
Info Booklet
Findings
Recommendation
The sub group felt that the booklet NLC changes the wording to note the actual
isn’t too clear regarding the number number of working days for the work to be
of days it takes to carry out the work carried out and say this includes small
from start to finish (page 6).
finishing works.
Housing Property comments
The wording in the booklet ‘Kitchen replacement programme advice and Information’
states ‘We estimate the works will take about 5 days but you should allow a further 5
days to carry out small finishing works, council staff inspecting the works and time
for any snagging items the contractor needs to complete’.
This booklet is currently being reviewed, this recommendation will be included as
part of that review.
The sub group felt that perhaps the The sub group asks that photos of real
photos used in the booklet are not kitchens are used and/or there a disclaimer
as the finished product.
added to say that photos are for reference
only.
Housing Property comments
The photos currently used in the booklet are examples of kitchens that have been
previously installed by the council. No other photos are used for publicity purposes.
8
6.3 Survey Questionnaire
A
Findings
One of the findings was that there
had been no response to a
complaint.
Recommendation
The sub group asks that NLC respond to all
complaints regardless of how small and that
this is done timeously.
The sub group recommends that a job
number should be given and details of who to
contact or speak to with regards follow up
e.g. PLO’s
Housing Property comments
The new PLO’s will be able to assist with this; If a tenant is experiencing any
difficulties, they should initially highlight this to their PLO, who may be in a position to
resolve the issue for them timeously or offer appropriate advice or assistance.
However if required the council does operate a formal complaints procedure, in line
with the Public Services Reform (Scotland) Act 2010. All complaints are responded
to and progressed in line with relevant timescales. Please see attached link to the
complaints procedure. http://www.northlanarkshire.gov.uk/index.aspx?articleid=1161
B
The sub group found that one tenant
reported that it they had difficulties
in getting the small jobs done after
the installation took place.
The sub group recommends that the ‘small
jobs’ should be included in the signing off of
the works and that tenants should be advised
of this. The sub groups asks that NLC
consider that this should be part of the
service carried out by the new Project Liaison
Officers (PLO).
The sub group recommends that the PLO’s
work with tenants to ensure that all small jobs
are completed and that they keep in contact
with tenants to track the progress of these
jobs.
Housing Property comments
Procedures are currently in place to help and support tenants through the process,
including explaining technical matters in more detail. A number of changes have
taken place within Property, including the introduction of Programme Liaison
Officers, known as PLO’s. The PLO’s role is to guide tenants through the whole
process and offer additional support as and when required, based on individual
circumstances. At the end of the process, when the kitchen has been installed, the
PLO will visit the tenant to discuss their experience of the process in terms of
customer satisfaction.
The PLO role is in addition to the Clerk of Works, as they carry out different roles.
The Clerk of Works carries out a more technical role for the duration of the
programme. The Clerk of Works is responsible for carrying out a final inspection
and to sign off the contractors work as complete and satisfactory. A checklist has
recently been introduced to assist the Clerk of Works when signing off a property
C
The sub group found instances of
the contractor not keeping the time
frame and tenants not being
The sub group recommends that Contractors
need to keep to the time frame as much as
possible. The sub group understands that
9
informed as to why or given
information on how much longer the
work would take.
D
E
F
often there can be legitimate reasons for a
delay but recommends that tenants are
advised of any delay and given information on
any subsequent new timescale for the work.
The sub group felt that it’s important that
workmen aren’t taken away from one contract
and moved to work on another as can result
in delays.
Housing Property comments
The council’s contractors currently decide on how they can best utilise their
workforce to achieve planned completion timescales, however these are continually
monitored by the Clerk of Works to ensure delays are kept to a minimum.
The PLO will keep in contact with tenants throughout the kitchen installation.
The sub group found that often
The sub group would recommend that the
problems raised are not dealt with
new PLO’s liaise with tenants and contractor
quickly or to tenant’s satisfaction.
to ensure that problems are dealt with quickly
and that tenants are satisfied with the
outcome.
Housing Property comments
The PLO and Clerk of Works will liaise with tenants on a daily basis during the
installation period, in person and by phone, to ensure any issues are dealt with as
soon as possible should they arise.
In relation to customer satisfaction levels, these are monitored each month and
appropriate action taken where necessary.
The sub group found that there
Again the sub group would recommend that
needs to be a little more
the PLO’s should provide a point of contact
communication from tradesmen and for tenants and should communicate and
more support from contractor.
liaise with tenants and contractors.
Housing Property comments
The PLO and Clerk of Works will liaise with tenants on a daily basis during the
installation period, in person and by phone, to ensure any issues are dealt with as
soon as possible should they arise. The PLO and Clerk of Works will also liaise with
the contractors on a daily basis.
Single points of contact via a Freephone number and a single email address have
been set up to improve communication for tenants with the Clerk of Works and PLO
teams.
The sub group found an instance
The sub group would like information on any
where someone was waiting for an
legal requirement in terms of signing off
electrical check two weeks after
electrical works and would suggest that
work was complete.
electrical works are tested by an electrician
as part of the works, and is this included in
the signing off by the Clerk of Works (CoW).
Housing Property comments
This finding relates to one property. Electrical safety is of paramount importance to
North Lanarkshire Council. As a result of a recent audit, improvements have been
put in place to ensure that an Electrical Test Certificate is received for each property
following the kitchen installation.
10
The sub group found that tenants
The sub group recommends that NLC
G seemed very happy with the final
continue to install good, quality fitments and
result and were in the main very
keep the kitchens to a good standard and
pleased with the quality, layout and
ensure that the work to install the kitchens is
improvements in the finished
also carried out to a good standard.
kitchen.
Housing Property comments
Housing Property operate a process of continuous improvement to ensure a high
standard of service delivery.
6.4
A
1-2-1 Meetings (Home Visits)
Findings
The sub group found that there can
be a lot of waiting about for
contractor.
Recommendation
The sub group asks that NLC ensure
that contractor arrives on time every day
and as much as possible doesn’t keep
tenants waiting for the work to be carried
out.
Housing Property comments
The council’s Contractors are aware of the service standards expected from
them, which includes keeping to arrangements made with tenants.
Tenant satisfaction levels are monitored each month, and action taken where
necessary.
B
It was reported that there was
instances when the contractor
arrived when they wanted to and
arrived very early in the morning (at
7am), and that the tradesmen kept
going away and coming back again.
The sub group understand that it’s not
unreasonable for work to start early in
the day.
However, the sub group
recommends that an 8.00am start is
more acceptable, unless it suits the
tenant for the work to start earlier, and if
work needs to start later then this should
be considered.
The sub group recommends that there
should be as much flexibility as possible
to suit tenant’s needs.
Personal circumstances should be
considered; such as in the cases of
families where there are young children
heading out to school and it’s a busy
period in a household, where someone is
working or in some circumstances there
might be a health issue.
The sub group recommends that this
information is the kind of information the
PLO’s could hold and could ensure that if
need be it could be that the work starts a
bit earlier or later in the day.
11
C
D
E
Housing Property comments
Individuals tenant’s circumstances are discussed at the start of the process and
taken into consideration when making access arrangements for the contractor.
Contractors are aware of the service standards expected from them, including
keeping to arrangements made with tenants.
The sub group found that there can
The sub group notes that this information
be misinformation given to tenants,
is contained in the Info booklet given out
such as tradesmen advising that
to tenants.
there is no decoration allowance.
The sub group recommends that tenants
should be referred to the hand book for
info; and should be able to discuss any
questions they may have with the PLO’s
and that the tradesmen shouldn’t be
giving out this kind of information and
should advise tenants to speak to
PLO’s/CoW/Office for any information
they need.
Housing Property comments
The booklet ‘Kitchen replacement programme advice and Information’ is given
to all tenants when a kitchen is being replaced. This booklet is currently being
reviewed, this recommendation will be included as part of that review.
The PLO will remain in contact with tenants for the duration of the programme
and can support and advise tenants on a variety of issues including the
Disturbance/Decoration Allowance process.
It was reported to the sub group that The sub group understand that this is not
the tradesmen could do more with always the case, and recognises this will
regards tidying up after their work, differ
between
tradesperson
to
that they only made a very small tradesperson, contractor to contractor
effort and that there was a lot of and tenant to tenant.
dust – more than expected.
The sub group feels that whilst it may
seem that everyone would understand
that with this type of work there is going
to be a lot of dust they note that perhaps
it does need saying and recommends
that there’s a bit more info in the booklet
with regards general mess.
The sub group recommends that
contractors must ensure that dust sheets
are supplied and in place, and that
tenants are made fully aware of this.
Housing Property comments
The booklet ‘Kitchen replacement programme advice and Information’ is given
to all tenants when a kitchen is being replaced. This booklet is currently being
reviewed, this recommendation will be included as part of that review.
The sub group found that often The sub group thinks this will be covered
tenants don’t know if they’ve seen through previous point as noted at 6.1 A
12
the Clerk of Works in terms of the
work being reviewed/signed off.
Housing Property comments
As detailed in 6.1, The Clerk of Works is responsible for carrying out a final
inspection and to sign off the contractors work as complete and satisfactory. A
checklist has recently been introduced to assist the Clerk of Works when
signing off a property.
F
The sub group were advised that The sub group feels that this goes
there needs to be care and without saying and that all due care and
consideration of tenants floor attention needs to be in place at all times
covering and white goods.
by all tradesmen and all contractors.
Housing Property comments
The contractor is responsible for taking as much care as possible to protect
tenants’ floorings and white goods while carrying out the works. This is
monitored by the Clerk of Works. However if there are any individual concerns,
tenants can raise these issues with the Clerk of Works or the PLO to look into
and take any appropriate action. A copy of the checklist can be made available.
G The sub group found a report of a The sub group finds that this is
baby belling cooker that wasn’t unacceptable and recommends that NLC
clean being delivered to a tenant.
must ensure that all temporary
equipment given to tenants while the
work is ongoing is/are clean and ready to
use.
Housing Property comments
The contractor is responsible for providing the tenant with temporary cooking
facilities for the duration of the works. These facilities should be cleaned
between each use and each receive an electrical PAT test before use. This is
monitored by the Clerk of Works and the PLO and should any issues arise due
to the cleanliness of the equipment the Clerk of Works or PLO will take
appropriate action to remedy the situation.
H The sub group found that tenants The sub group recommends that NLC
are happy with the quality of the continues to provide a high standard of
fittings.
quality fittings in
future kitchen
programmes.
Housing Property comments
Housing Property operate a process of continuous improvement to ensure a
high standard of service delivery. A specification review of the kitchen is being
undertaken as part of our tenant engagement programme with the NLF.
I
The sub group found that in the
responses they gathered tenants
were happy with the finished job and
that tenants felt they had been
involved in the design stage and
that they received a copy of the
design.
The sub group recognises the effort
made by NLC and contractors to ensure
this is the case and would recommend
that NLC continues to provide a high
level of service to all tenants.
13
Housing Property comments
Housing Property operate a process of continuous improvement to ensure a
high standard of service delivery. A specification review of the kitchen is being
undertaken as part of our tenant engagement programme with the NLF.
J
The sub group received good
reports about the Residents Liaison
Officer
and
received
some
comments
to
say
that
the
tradespersons were very good.
The sub group recognises that there is a
good service provided and recommends
again that NLC endeavours to ensure
this standard is delivered across the
board.
Housing Property comments
Housing Property operate a process of continuous improvement to ensure a
high standard of service delivery. A specification review of the kitchen is being
undertaken as part of our tenant engagement programme with the NLF.
7.0
Other issues considered by the Capital Programme
Replacement Sub Group and NLF in relation to tenant scrutiny
Kitchen
7.1
Data Protection rules were a bit inhibiting at times; particularly in this type of
scrutiny where the need to contact tenants is crucial.
The sub group members and the Federation understand the need for Data
Protection and that the Council must abide by these rules. However this
meant that the sub group relied on NLC to contact people for visits and
surveys with no input or choice from the sub group which in turn affects the
‘independence’ of tenants and the Federation in this type of scrutiny activity.
The Sub Group and the Federation would recommend that NLC looks at how
other local authorities and registered social landlords have addressed this
issue.
7.2
The sub group considers that it’s important that NLC staff are given the time
and the resources to carry out scrutiny activity work. The sub group feels that
it’s important that this is seen as a part of people’s work and isn’t an ‘add –
on’.
7.3
The sub group feels that it is difficult to put a specific timescale on a scrutiny
topic or subject and the subsequent activity. For future reference perhaps
there needs to be a mid-term evaluation of where the scrutiny as at, what
progress has been made and redefine timescales accordingly to allow
scrutiny groups to change direction or course if this is required.
7.4
The sub group recommends that future scrutiny groups give thought to the
various options and ways of gathering information; the group recognises that
without hindsight it’s perhaps difficult to do this but it would be good for groups
not to go through processes that don’t bring the results groups need.
The sub group members feel that in the instance of this particular type of
scrutiny, telephone calls, mystery shopping or street surveys when and where
a kitchen replacement installation was in progress might have been useful,
would have brought results, and would have assisted with the issues around
data protection.
14
Other issues – Housing Property comments
Data Protection
Data Protection legislation provided protection for tenants against their details
being shared without the tenants’ agreement. An agreement was reached
with the Capital Programme Kitchen Replacement Sub Group that the North
Lanarkshire Council would write to tenants on the group’s behalf. The group
were advised which towns both contractors were working in and made a
choice as to which tenants should be contacted. Over 100 tenants were
contacted in writing, however, the response from tenants, willing to participate
in the Scrutiny activity, was less than 5%.
Housing Property support the recommendation that future scrutiny groups
should give thought to the various options and ways of gathering information;
with early planning and consideration on what might work best in different
types of scrutiny activity.
8.0
8.1
Next Steps
NLF considers the content of the report
8.2
NLC considers the content of the report and responds to the Capital
Programme Kitchen Replacement Sub Group and NLF regarding the findings
and recommendations.
8.3
NLC develops and action plan in partnership with the sub group and NLF to
agree and implement agreed improvements.
8.4
NLC meets with the sub group in 12 months’ time to monitor and review the
action plan.
9.0
Appendix
9.1
A summary report of the results of the questionnaire issued by the group is
attached.
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