A rise in reports of damp, mould and condensation (DMC) two years ago led Stoke-on-Trent City Council to take action with a public campaign. The ‘zero tolerance’ initiative encouraged tenants to report DMC problems, stressing the danger to their health. People reporting issues were visited, given advice and any necessary works completed.
That work has put the council in a good position of readiness for Awaab’s Law implementation. The department had already geared up, employing surveyors trained in HHSRS requirements and other appropriate tradespeople.
Next, a task force began overseeing work on Awaab’s Law and tracking response and compliance during the implementation phase. As part of this, it led a full end-to-end run through of its systems with role play for staff. The test included a range of scenarios – mostly around DMC, but also other HHSRS hazards. It allowed ‘fine tuning’: while managers are confident they have the big picture in hand, refinements are always possible.
The department brought its repairs service fully inhouse as part of a culture shift to putting the housing officer at the centre of relationships with the tenant, with the repairs service working in support. Patch officers directly manage the process of moving people temporarily or where access becomes difficult, also working with social services and other council teams where needed, to ensure the service is built around the tenant.
Every tenant is called at least once a year, to build relationships and find out if they are having any problems they haven’t reported. As a unitary authority, Stoke Council has been able to run education across other departments, so that any officer visiting a tenant knows they can report anything amiss and who to contact. The Awaab’s Law timeframes can make this challenging – so it’s been important to alert staff about the need for fast reporting.
The mantra in the department is ‘evidence, evidence, evidence’. Whatever the situation, it’s essential to have the data, photos, logs and all other details to hand, organised and dated, both to ensure nothing is missed and in case of challenge.
The council admits IT systems can be problematic. The department is anticipating a large scale upgrade, as software firms create new bespoke systems. The aim will be to embed ‘one version of the truth’ – consistent and reliable data across the organisation.
Good-quality data is, of course, essential in cases where the organisation hasn’t been able to gain access to a tenant’s home. Recently letters to tenants about access have included a clause on recharges. These warn that where DMC has spread and caused damage, that could’ve been tackled sooner if access was allowed, the tenant may be charged for the extra cost of remedial works.
For the longer term, the council believes government support for stock investment will be essential. Much of the council stock is outdated and there are problematic tower blocks too. Rent convergence will bring in a little more funding but fundamental problems remain and requirements are set to increase.
