There was a change of membership for this meeting: Councillor L Scudder replaced Councillor Greenslade.

Apologies had also been received from Councillor Counter, Chair of Outsourced Services Scrutiny Panel.

During the discussions in minute number 69, Councillor Hastrick informed the Scrutiny Committee she was on the Boards of Watford Community Housing Trust and the Citizens’ Advice Bureau, which had been referred to by the Interim Head of Revenues and Benefits. 

The minutes of the meeting held on 22 January 2014 to be submitted and signed. (All minutes are available on the Council’s website.)

The minutes of the meeting held on 22 January 2014 were submitted and signed.

The Scrutiny Committee is asked to review the outstanding actions and questions from previous meetings.

The Scrutiny Committee received updates on questions and actions raised at previous meetings.

OA 7 – Scrutiny of mental health services

The Chair asked the Committee and Scrutiny Officer to check whether the County Council was reviewing mental health services for young people.  She was concerned as there had been a number of recent press reports about young people.

PR 14 Watford Community Housing Trust (Freephone)

Councillor Johnson noted the response but commented that it was not on the Housing Trust’s home page of its website.  The only freephone number available was for the repairs service.

Councillor Khan added that the freephone number had not been included in the draft correspondence he had seen regarding the new rent charges.

The Chair stated that the Housing Trust’s Chief Executive would be contacted about the accessibility of the freephone number.

RESOLVED –

1.      that the Committee and Scrutiny Officer checks the Health Scrutiny Committee’s work programme for work pertaining to mental health services for young people.

2.      that the Watford Community Housing Trust’s Chief Executive be contacted regarding the publication of the freephone number.

3.      that the updates be noted.

Report of the Interim Head of Revenues and Benefits

This report provides the Scrutiny Committee with an update on current service levels, and the improvements and changes that have been made during Quarter 3.

The Scrutiny Committee received a report of the Interim Head of Revenues and Benefits which provided an update on the current service levels and the improvements that had been made during Quarter 3.

The Interim Head of Revenues and Benefits informed the Scrutiny Committee that the new claims initiative had started in the Customer Service Centre, which had helped the Benefits service to achieve its performance goal.  He added that of the 93 claims outstanding, 78 were waiting for customers to supply further information.  The housing benefit computer systems had had to be closed for a few days whilst the Council Tax bills were processed.  There had been 27 new claims applications submitted during that time and they had all been processed by 5 March.

The Interim Head of Revenues and Benefits explained that he had met with representatives from Watford Community Housing Trust and Thrive Homes to discuss the service provided by his team.  He had wanted to dispel any myths about the service and its poor performance record.  He had confirmed that the service had not had a backlog since December.  He had asked both Trusts to provide him with their top 10 cases with problems related to benefits.  He had noted that none of the cases were related to the performance of his team.  He had asked the Trusts to be more specific when they put the question to their tenants about whether they had claimed housing benefit as opposed to just asking if they had claimed benefits.  He had asked both organisations for their next top 10 cases and had not yet received the information. 

The Interim Head of Revenues and Benefits informed Members that he had also met with representatives from the Citizens’ Advice Bureau (CAB) to dispel any myths about the benefits service.  The CAB had been unable to provide him with any specific examples highlighting the perceived problem.  He felt that the representatives had left the meeting surprised about the improved performance.  He had suggested that if claimants complained to them about delays they should enquire when the application had been submitted.  In addition he had asked them to encourage people to visit the Council office to discuss any problems with an application. 

The Interim Head of Revenues and Benefits reported that new benefit letter templates had been received from Academy and that future letters would be set out in Plain English and would be attached to the formal letter which contained the legal and technical information.  Staff had put forward ideas for improvements to the service and there was a positive attitude in the team.  He asked Councillors to contact the service if they became aware of any benefit related issues. 

Councillor Johnson said that residents perceived that the service was not performing well.  He asked how the service would contact Watford residents to show how the service had improved.

The Interim Head of Revenues and Benefits responded that the residents were spreading the message about the improvements.  Claimants who came into  ...  view the full minutes text for item 69.

Presentation by the Housing Section Head

The Scrutiny Committee received a presentation from the Housing Section Head which explained the Council’s legal duties in respect of homelessness and how it was managed in Watford.  The Housing Section Head responded to Members’ questions.

The Chair commented that Housing Benefit was paid direct to the tenant rather than the landlord.  In some cases landlords were not receiving their rent from the tenants and sought eviction notices.  She asked whether more families were being affected.

The Housing Section Head confirmed that in some cases there could be a risk to rental income where it was paid directly to tenants.  When the service was made aware of cases it would liaise with Housing Benefits to help the landlord and tenant to find a resolution.

In response to a question about the Schools Project, the Housing Section Head confirmed it was welcomed by schools and colleges.  Herts Young Homeless had developed a conflict resolution course which would be rolled out to schools.

Following a question about the location of bed and breakfast units, the Housing Section Head advised that the Council would always try to find accommodation in Watford, but there were occasions when someone might have to go to Hemel Hempstead or Borehamwood for a few nights.  She assured Members that the service did everything possible to try to prevent homelessness.

The Chair asked if officers could provide more information about Home Let.  The Housing Section Head informed the Scrutiny Committee that the scheme had started in July 2013.  A recognisable logo was used.  An e-bulletin was regularly sent to landlords.  The Landlords Forum had been improved and made more professional.  It was now led by the National Landlords Association.  The Council could provide increased incentives when it was under pressure to provide a certain type of accommodation.  Officers visited residents a few weeks after the start of their tenancy to ensure that they were settling into the accommodation.  She added that many private landlords would prefer to find their own tenants rather than working with the Housing Service.  She confirmed that in some cases alternative arrangements could be made rather than paying the Housing Benefit direct to the tenant.  The team worked closely with the benefit service.

RESOLVED –

that the presentation be noted.

Report of the Partnerships and Performance Section Head

This report presents an update on the council’s performance indicators at the end of quarter 3 (October - December) 2013/14.

The Scrutiny Committee received a report of the Partnerships and Performance Section Head which provided an update on the Council’s performance indicators at the end of Quarter 3.

The Partnerships and Performance Section Head highlighted some of the performance trends.  She advised that the Corporate Plan, which was due to be considered at the next Council meeting, incorporated a number of key performance areas, including benchmarking trend analysis.  The information would be incorporated in the reports to scrutiny. 

CCS2 – Improved street and environmental cleanliness

In response to a question from Councillor Bell, the Partnerships and Performance Section Head explained that discussions were taking place with Veolia about the definition of fly tipping.  The company had been given time to develop its procedures and that the performance would be reported at the end of year. 

CCS9 – CSC service levels and CCS11 – Calls resolved at first point of contact

The Partnerships and Performance Section Head advised that there had been issues in relation to telephone calls to the benefit service.  The service dealt with complex matters.  The Customer Service Centre was working with the benefit service to improve these performance measures.

CCS12 – Complaints resolved at stage 1 and CCS13 % of stage 1 complaints resolved within 10 days

Following comments from Councillor Martins, the Partnerships and Performance Section Head informed Members that this also related to historical information from Revenues and Benefits.  Complaints and Freedom of Information requests had not been prioritised by the service.  She added that Leadership Team carefully monitored these performance measures.  She stated that she would provide Members with information about the 15 unresolved complaints.

RESOLVED –

1.      that the report be noted.

2.      that the Scrutiny Committee be provided with details of the 15 unresolved complaints.

The Scrutiny Committee is asked to review the latest edition of the Executive Decision Progress Report and consider whether any further information is required.

The Scrutiny Committee received the latest edition of the Executive Decision Progress Report 2013/14. 

RESOLVED –

that the report be noted.

Councillor Martins, the Council’s appointed representative to the County Council’s Health Scrutiny Committee to provide an update.

Councillor Martins, the Council’s appointed representative to the County Council’s Health Scrutiny Committee, informed members of the recent work carried out.  The Scrutiny Committee had received presentations from each of the Health Trusts including their budgets.  In February the Scrutiny Committee had met on two occasions to review the plans to address the recommendations in the Francis Report. 

Councillor Martins stated that he forwarded any health related information to the Committee and Scrutiny Officer who then forwarded it to all Councillors.

RESOLVED –

that the update be noted.

Since the last Overview and Scrutiny Committee, Budget Panel has met on the following occasion –

·               Wednesday 26 February 2014

The minutes will be available on the Council’s website – www.watford.gov.uk/budgetscrutiny

The Chair of Budget Panel to provide an update to the Scrutiny Committee.

Councillor Dhindsa, the Chair of Budget Panel, informed the Scrutiny Committee of the work carried out by the Panel at its last meeting on 26 February 2014.

The minutes of the meeting held on 26 February 2014 were available on the Council’s website.

Since the last Overview and Scrutiny Committee, Outsourced Services Scrutiny Panel met on the following occasion –

·               Thursday 13 February 2014

The minutes are available on the Council’s website - http://watford.moderngov.co.uk/ieListMeetings.aspx?CommitteeId=223

The Chair of Outsourced Services Scrutiny Panel to provide an update to the Scrutiny Committee.

The Committee and Scrutiny Officer informed the Scrutiny Committee that Councillor Counter, the Chair of Outsourced Services Scrutiny Panel, had sent her apologies for this meeting.  The Chair asked that Councillor Counter be asked to forward a written update as soon as possible.

The minutes of the meeting held on 13 February 2014 were available on the Council’s website.

RESOLVED –

that the Chair of Outsourced Services Scrutiny Panel be asked to forward an update to the Scrutiny Committee.

Since the last Overview and Scrutiny Committee, the Community Safety Task Group has met on the following occasion –

·               Tuesday 18 February 2014

The minutes will be available on the Council’s website - http://watford.moderngov.co.uk/ieListMeetings.aspx?CommitteeId=209

The Chair of the Community Safety Partnership Task Group to provide an update to the Scrutiny Committee.

Councillor Khan, the Chair of the Community Safety Partnership Task Group, referred members to the minutes of the meeting held on 18 February 2014. 

The minutes of the meeting held on 18 February 2014 were available on the Council’s website.

The Committee and Scrutiny Officer and the Chair of the Task Group, Councillor Bell to provide an update on the Property Task Group.

Councillor Bell, the Chair of the Property Task Group, informed the Scrutiny Committee about the Task Group’s first meeting.  He advised that the Head of Regeneration and Development and the Programme Manager had given a presentation about the Property Team.  It was noted that the Task Group would be involved in the Property Review which was currently taking place.

RESOLVED –

that the update be noted.

The Scrutiny Committee is asked to review the latest version of the work programme.  Members are asked to discuss whether there are any subjects they would like to be considered for inclusion in the work programme for the new Municipal Year.

The Scrutiny Committee’s latest work programme had been circulated with the agenda.  Members were asked to inform the Chair or the Committee and Scrutiny Officer if they had any topics they wanted to be considered in the new Municipal Year.

The Chair reported that she has been contacted by Paul Regan from Healthwatch Hertfordshire, who had offered to visit the Council and explain about the role of the independent non-profit organisation.  It was agreed that Mr Regan would be invited to provide a presentation before the first Overview and Scrutiny Committee of the new Municipal Year, Wednesday 25 June 2014. 

RESOLVED –

1.      that the report be noted.

2.      that the representative from Healthwatch Hertfordshire be invited to provide a presentation on 25 June 2014.

·               Thursday 27 March 2014 (For call-in only)

·               Thursday 27 March 2014 (For call-in only)