York Housing Association Tenant Scrutiny Panel Gardening and Grounds Maintenance Scrutiny Project Report January 2015

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1 York Housing Association Tenant Scrutiny Panel Gardening and Grounds Maintenance Scrutiny Project Report January GARDENING AND GROUNDS MAINTENANCE SCRUTINY REPORT

2 Contents page Introduction. 3 Why we chose to look at this topic. 4 What we did. 4 Overall judgement. 5 Findings and recommendations Appendix One Site visit notes Appendix Two Draft customer survey on grounds and gardens Appendix Three YHA Customer Satisfaction Survey results GARDENING AND GROUNDS MAINTENANCE SCRUTINY REPORT

3 Introduction Who we are and what we do The Tenant Scrutiny Panel is an independent tenant-led group that scrutinises areas of YHA s business using appropriate evidence and makes recommendations based on this evidence to drive positive change. The Scrutiny Panel s activities are unrestricted and cover all areas of YHA s business. Its main aims are to: a) help YHA to develop and improve its services b) make sure customers views are central to what YHA does c) make sure that YHA is accountable to its customers and stakeholders. Our project team was: Ian Harrison (Project Manager) second project Joan Dyke second project Peter Unwin second project Harry Worthington first project Bev Davis first project This is our second report and seeks to encourage a mutual interest between residents and YHA on the upkeep of grounds and gardens. We would like to thank the following people for their contribution to this report: Paula Freeman - YHA Kate Spencer YHA Brendan Todhunter - YHA Julie Burrows YHA Brenda Heartshorne - YHA Peter Murphy CEO, Groundwork Pride All residents who shared their views with us 3 GARDENING AND GROUNDS MAINTENANCE SCRUTINY REPORT

4 Why we chose to look at this topic It was a joint decision between the Panel and YHA Board and senior management team to look at this subject. The project was chosen in response to concerns about budget overspend, tenant complaints and observation of the poor state of the grounds and gardens at a number of schemes. What we did 1. Site visits were made to: 1.1. Poppleton Gate, York 1.2. Pasture View, Rothwell (twice) 1.3. Knight s Way, Beverley 2. Interviews were held with: 2.1. Kate Spencer, YHA Operations Director 2.2. Brendan Todhunter, YHA Maintenance Manager 2.3. Peter Murphy, CEO. Groundwork Pride 3. Grounds Maintenance contracts were reviewed 4. YHA s Tenancy Agreement was reviewed 5. Benchmarking was conducted between YHA and Joseph Rowntree Housing Trust Tenancy Agreements 6. Results of YHA s customer satisfaction survey were reviewed 4 GARDENING AND GROUNDS MAINTENANCE SCRUTINY REPORT

5 Overall judgement The majority of tenants are interested in and take care of their gardens. However, there are fundamental issues that need addressing: Lack of clear boundaries and site maps - poor individual site specifications. Lack of immediate response to customer complaints about gardens and grounds, especially where there are concerns around tenants' health and safety. No supervision of workforce on site, such as spot checks. Tenants need to conform to their tenancy agreement. Too many have not read about their responsibilities. There The follows gardening a table competition containing encourages the Panel s pride judgement, and interest the evidence of tenants, used but to the reach uptake this judgement, could be better. the recommendation that results from the judgement and finally, the impact that implementing the recommendation will make. 5 GARDENING AND GROUNDS MAINTENANCE SCRUTINY REPORT

6 Finding/ judgement Evidence Recommendation Impact Board/SMT response to recommendation Customer issues and satisfaction There is a lack of communication between Housing Officers and tenants when complaints around gardening are voiced by customers There is not enough information for them on what is in gardening contracts There is a perception that customers do not get value for money for existing Service Charges as there is significant dissatisfaction with the gardening Personal experience of Panel members Anecdotal evidence provided to Panel members Document review YHA Satisfaction survey 1. All staff and customers need to observe the complaints procedure 2. Give customers a summary of what the contractor does at their scheme 3. A regular customer survey on grounds and gardens to gather information to help design and monitor the service (see Appendix 2) 4. Any discussions with customers about increases in Service Charges should include specific details of how the money would be spent to More confidence by customers that they are being listened to and their concerns acted upon Better information on contracts will help them understand where their money is being spent Regular feedback will help shape a service that responds to the needs of customers Customers will be more willing to consider an increase in Service Charges if they understand where and how the money 1. Agreed we need to find a better way of capturing dissatisfaction 2. Agreed and will be implemented 3. Agreed to continue as part of three yearly tenant satisfaction survey and at least one separate grounds maintenance survey in between. Will also survey customers regularly as part of Estate Inspections. 4. Agreed full tenant consultation will take place during the year with a view to reflecting changes in service 6 GARDENING AND GROUNDS MAINTENANCE SCRUTINY REPORT

7 Finding/ judgement Evidence Recommendation Impact Board/SMT response to recommendation service Individual and communal gardens A small number of tenants fail to look after their individual gardens YHA holds a longrunning Gardening Competition There is little or no involvement of customers in the upkeep of communal areas Site visits Tenancy Agreement Benchmarking of Tenancy Agreements improve their environment 5. Planned Housing Officer visits should include checking on gardens 6. Develop a Maintaining your Garden booklet for new tenants, also to be sent to all existing tenants with gardens, which can also be given to unco-operative tenants as a reminder 7. Where a problem is identified, the Housing Officer should work with the tenant and support will be spent Improved appearance of individual gardens and therefore the overall scheme Neighbourhood pride in a tidy, clean environment increased customer satisfaction The introduction of a carrot and stick approach emphasises the importance of garden upkeep and supports individual tenants The encouragement of tenants to take charges for the following financial year. 5. Agreed and this is now being implemented through regular estate inspections and customer care visits. 6. Agreed and will be implemented. 7. Agreed 8. Agreed that this recommendation could have a positive impact and will run a pilot on one scheme to assess. 9. Agreed to publicise this through the tenant newsletter 7 GARDENING AND GROUNDS MAINTENANCE SCRUTINY REPORT

8 Finding/ judgement Evidence Recommendation Impact Board/SMT response to recommendation them to meet the challenge 8. Encourage informal Pride in your Environment groups which would contribute to upkeep of communal gardens 9. Invite tenants with the inclination but no garden to buddy with those who have gardens but can t or won t look after them. 10. YHA to support such groups and individuals by providing them with access to a small tool bank which would be held by YHA responsibility for communal and their own gardens will result in savings that can be reallocated to services Increased tenant involvement from a wider range of YHA customers and other tenant involvement events and for Housing Officers to target individuals who may be interested in participating. 10. SMT advised that this had already happened with low uptake but will promote again Scrutiny Panel, Board members and SMT members discussed different approaches to increasing uptake and agreed on the best approach which will be implemented this year. 8 GARDENING AND GROUNDS MAINTENANCE SCRUTINY REPORT

9 Finding/ judgement Evidence Recommendation Impact Board/SMT response to recommendation 11. The Gardening Competition to increase its categories, to include: a) Community Champion (individual or group) b) Best Newcomer to gardening c) Best Adapted Needs garden d) Best communal garden 12. Introduce the choice of nominations from neighbours and staff as well as by the tenant themselves 13. Where all else fails, after sufficient warning, YHA to 13. Some concern from SMT members regarding likelihood of tenants paying recharges. Agreed to pursue tougher line in first instance but acknowledged that it may be necessary to carry out works when all other options have been exhausted. 9 GARDENING AND GROUNDS MAINTENANCE SCRUTINY REPORT

10 Finding/ judgement Evidence Recommendation Impact Board/SMT response to recommendation Grounds maintenance contracts Documentation site maps and boundaries are illdefined or nonexistent All specifications for grounds maintenance are the same, taking no account of the different needs of each scheme There is no evidence of supervision by YHA of these contracts, Site visits Document review Interviews YHA Satisfaction survey carry out work in uncooperative tenants gardens and re-charge them 14. Produce colourkeyed maps showing boundaries of YHA properties and tenants /owners responsibilities 15. More professional approach to scheme specifications, drawn up jointly between YHA and contractor 16. Schedule of seasonal checks by YHA staff 17. Spot-checks based on what workforce claims they are Value for money ability to vary specifications should result in savings on one scheme being reallocated to another Preventative maintenance will achieve value for money A simple Estate Inspection scheme will provide local information and will support the work of the Scrutiny Panel An increased pride 14. Agreed we should work towards this. 15. Agreed this should take place during the coming year and should involve tenants as well. 16. Agreed and will be implemented through estate inspections. 17. Agreed and will be implemented with immediate effect. 18. Agreed and will immediately discuss with contractor. 19. Agreed that the 10 GARDENING AND GROUNDS MAINTENANCE SCRUTINY REPORT

11 Finding/ judgement Evidence Recommendation Impact Board/SMT response to recommendation even just carrying out spot-checks contractor claims YHA is informed of when sites are to be visited Lack of on-site supervision of contractor s staff Preventative maintenance such as moss and weed clearance is lacking and is not in any contracts The proposed estate inspector scheme is over complicated and ambitious doing 18. Closer supervision by contractor of its workforce 19. Preventative maintenance should be part of scheme contracts 20. Prioritise the introduction of a simple and accessible role for Estate Inspectors. in the environment will encourage customers to look after it as it becomes a more desirable place to live A rise in customer satisfaction might mean customers are more willing to pay larger Service Charges for extra services programme of gutter clearances and tree works should be improved and that estate inspections should pick up repairs/maintenanc e works that have an impact on grounds maintenance. 20. Agreed and currently being implemented. 11 GARDENING AND GROUNDS MAINTENANCE SCRUTINY REPORT

12 Appendix 1 Site visit details Pasture View, Rothwell, Leeds There is a marked difference between services to the upper end of the development and those to the lower end. The grass is not cut as often and the cuttings are left on the grass at the upper end. It would be good to have a children s play area at the top - there is already some kind of circular base but this is sadly neglected Some gardens are neglected here. Trees and hedges are not pruned and block the view of the common land (pasture). Complaints were made about the top end of the access road - it has a temporary road surface and although cheaper, this allows weeds to grow. Whose responsibility is the road? Is it YHA or Leeds City Council? Julie Burrows is looking at the deeds as the road could well be adopted. Further, is it a public right of way? Dog walkers park their cars and take dogs for walks on the pasture. There are 8 parking spaces in each bay so parking needs to be done sensibly. It is a good idea to mark out the spaces for residents and for disabled use. 12 GARDENING AND GROUNDS MAINTENANCE SCRUTINY REPORT

13 At the lower end of the development most housing is for the elderly. Tenants here were largely satisfied. They have grass cut and cleared regularly. Their end of the access road is tarmacked, the bank has foliage and rubbish is not thrown over the fence. They also have full use of the community hall. Many tenants take an interest in their gardens and have had help from YHA. Some have added decking etc. It is only the few who make little effort. Poppleton Gate, York The bin store, although tidy, was extremely full. CYC provides recycling bins but these are not used properly. The car park has moss and weeds growing between the bricks and there are piles of dead leaves which have been blown against walls. Outbuildings such as cycle store would benefit from sweeping. A recurring problem is the cigarette ends outside the flats and in communal spaces. The whole area of shrubbery would benefit from weeding and pruning. The lawn needs mowing. It would be advisable to collect the grass cuttings as they otherwise blow everywhere. 13 GARDENING AND GROUNDS MAINTENANCE SCRUTINY REPORT

14 Knight s Way, Beverley Some residents have plants, flowers, fruit, water features. Others have gravel, chippings, pebbles to keep their plot tidy. Commuters and shoppers park cars at entrance to cul de sac, effectively blocking the road. Contractors, ambulances, bin lorries, etc cannot always get into cul de sac. Evidence that bins had not been emptied for 4 weeks due to this problem. Problem of buddleia to back and front of one property. It is above height of house so blocks light to surrounding gardens. Buddleia seeds scatter everywhere, blocking drains, water feature, etc and looks very untidy. Parking area has been known to flood when drains blocked. Complaint about skateboarding - nuisance in open plan area. Disabled access can be difficult. Some neighbours were encouraged to write to YHA and confirm they would like to remove their hedge (white fly). Permission could be given, although all tenants affected would have to agree. Cost of new fence would be met by tenants. Communal areas have problems with weeds, nettles, grass - mowing should solve this problem. Some bushes and briars need pruning back. Fencing would look better and last longer if creosoted. Some potential rubbish traps between bushes. We were pleased that some tenants came out to meet us and voice their concerns. 14 GARDENING AND GROUNDS MAINTENANCE SCRUTINY REPORT