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There are 207 articles in total.
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Installing solar PV on tower blocks
Development and Regeneration-
We are currently doing some initial research into the feasibility of installing solar PV onto tower blocks to provide communal lighting and wondered if anyone else has already done this and can offer any advice, pitfalls, best practise, etc?
02-09-10
(Eleanor Kirk, Sheffield Homes, eleanor.kirk@sheffieldhomes.org.uk, 0114 2735458)
Sheltered housing and dementia
Management-
Our lettings manager, Clare Dowds, would like to know of anyone who has commissioned a sheltered or extra care scheme specifically for those suffering from dementia?
If so, how have you dealt with issuing tenancies to those who may not have full mental capacity?
If you can help please contact Clare on 01908 254480 or e-mail clare.dowds@milton-keynes.gov.uk
Thank you
(Simon Aslett, Milton Keynes Council, simon.aslett@milton-keynes.gov.uk, 01908 679250)
Shared housing for people with learning disabilities
Strategy and Policy-
I would be interested to know if any other organisations with shared houses for people with learning disabilities have experienced long void periods?
I would also like to hear about your experiences with shared housing for this client group.
20-08-10
(Oliver Samways, Ashford Borough Council, oliver.samways@ashford.gov.uk, 01233 330451)
Starter tenancy policy and agreement
Strategy and Policy-
We are currently reviewing our starter tenancy policy and agreement. We are looking to extend the probationary period, to provide extra support.
We would be grateful to hear from anybody else who is doing this, who would be willing to share their agreement and/or policy with us.
16-08-10
(Caroline Westgarth, Gentoo Group Ltd, caroline.westgarth@gentoogroup.com, )
Benchmarking homeless prevention
Performance Improvement and Efficiency-
We are currently reviewing our homeless prevention strategy and would like to check the value of money of our service.
Has anyone done this in the past or is anyone aware of any toolkits which may assist?
Many thanks
12-08-10
(Sally Faulkner, Southend-on-Sea Borough Council, sallyfaulkner@southend.gov.uk, 01702 215492)
Tenancy fraud
Management-
I am looking to do some tenancy fraud initiatives for Hull City Council.
The first is a tenancy fraud amnesty. We would like to offer the opportunity for people who may have been involved in tenancy fraud to contact us to disclose their circumstances, without fear of prosecution. I would like to hear from anyone who has done this before. I need to word the letter to ensure that it does not cause offence to those who are not involved in fraudulent activity.
The second is a tenant verification exercise in high-rise flats. Again, I would like to hear from anyone who has done this form of exercise before. Was there any concerns prior to the exercise and how did you manage the workload for the large scale of residents who didn't come in (if this was the case)?
Many thanks
11-08-10
(Kerrie Lammiman, Hull City Council, kerrie.lammiman@hcc.gov.uk, 01482 617282)
Estate grading strategy
Miscellaneous-
We are currently reviewing our estate inspection system to include a clear and transparent grading system.
We currently use a gold/silver/bronze system in some areas. However, our challenge is to create a system that will be flexible with respect to the fact that different estates have opted for different levels of service and pay differently accordingly, and fair on the caretakers who may be judged on the results of this grading.
I was wondering if anyone else had implemented a system recently addressing these issues?
Many thanks
09-08-10
(Tom Conlon, Affinity Sutton Group, tom.conlon@affinitysutton.com, 0207 3785597)
Benchmarking
Asset Management-
We benchmark customer surveys returned on our investment work with a company called WYSPA.
I would like to know if there are other companies that provide this service? Can they be recommended and are the results well presented?
06-08-10
(Robert Dawson, Green Vale Homes, robert.dawson@greenvalehomes.co.uk, 01706 836350)
Estate grading
Performance Improvement and Efficiency-
We're currently developing an estate grading system, and hope to create a system that can be used across the whole of our stock. One thing that could prevenet this being applicable everywhere are the blocks of leaseholders that have opted to pay a lesser service charge. As a result, these blocks will not be able to receive the top grading. However, this will appear unfair on caretakers. I would be very interested if anyone has come across this issue before and how your grading system dealt with it?
Many thanks
05-08-10
(Tom Conlon, Affinity Sutton Group, tom.conlon@affinitysutton.com, 0207 3785597)
Gas repairs/servicing
Asset Management-
We are planning to go to market next year to let a long-term partnering contract for the installation of new gas central heating works.
We have a housing stock of approximately 10,500 homes.
We carry out our gas servicing/repairs through our existing housing term contract and spend a high proportion of our budget on gas repairs. We are currently considering the option to package the servicing, repairs and new gas central heating works through a three-star service contract with the aim to reduce the costs for gas repairs.
We would like to know what benefits you may have experienced or achieved with a three-star service for gas-related works.
We would like to know what has worked well and what has also not worked quite so well.
Any advice or comments would be very much welcomed.
04-08-10
(Gerry O'Connor, Swindon Borough Council, go'connor@swindon.gov.uk, 01793 463452)
Third party hate crime reporting funding
Development and Regeneration-
We are looking for funding to set up a third party hate crime reporting website, linked directly to the Public Protection Unit within the police (approved by the police).
I have researched funding sites which offer a vast number of options, but if anyone has any suggestions for funding of around £40,000 it would be appreciated.
The service we aim to develop will have options for users of other languages and disabilities to utilise the service in their preferred language (our full development paper is available).
02-08-10
(Nick Kennon, Harvest Housing Group, Nick.Kennon@harvesthousing.org.uk, 01900 607500)
Referral/discharge procedures for mental health units and housing departments
Miscellaneous-
Does anyone have a discharge/referral procedure document for mental health hospitals and housing departments that they would be willing to share please?
We are currently experiencing difficulties with our local mental health unit who are discharging patients without prior warning and expecting them to approach the council housing department and request emergency accommodation.
Any help would be greatly appreciated.
29-07-10
(Thomas Fitzsimmons, Colchester Borough Council, Thomas.Fitzsimmons@colchester.gov.uk, 01206 282548)
Review of customer contact by telephone
Performance Improvement and Efficiency-
Sandwell Homes are currently reviewing our approach to customer contact by telephone to include the following services:
- General housing enquiries
- Housing repairs
- Gas services/repairs
- All contact out of hours
- Rent enquiries/payments
- Housing options services
- Community alarms
- Emergency homelessness
- CCTV.
The aim is to provide a single customer contact centre to be responsible for all telephone enquiries. Has anybody undertaken a review of customer contact and willing to share any information?
Many thanks
28-07-10
(Sukie Virk, Sandwell Homes, sukhbinder_virk@sandwellhomes.org.uk, 0121 569 6461)
Two into one terraced properties
Development and Regeneration-
We are seeking best practice and costings on refurbishment works on terraced housing in regeneration areas, particularly making them two into one properties.
Internal alterations to two adjacent houses to create one larger home, and upgrading them to current building standards with a decorative makeover would be the objective.
Does anyone have a value for money scheme where it is not too costly to do the above please?
Your assistance would be appreciated.
28-07-10
(Richard Harrison, Middlesbrough Council, richard_harrison@middlesbrough.gov.uk, 01642 729077)
Removal of managing agent
Miscellaneous-
Metropolitan Housing Trust is currently dissatisfied with one of our managing agents on a third party site.
We would be interested to hear from anyone who has successfully removed a managing agent through an application to the Leasehold Valuation Tribunal.
Many thanks
26-07-10
(Saroj Bains, Metropolitan Housing Trust, saroj.bains@mht.co.uk, 020 7501 2325)
Rewards for good tenants
Management-
Have any LAs or HAs included a reward for good tenants in either their allocation schemes or local lettings plans?
For example, some properties advertised on CBL could include 'priority will be given to tenants who can show a good tenancy record over the past 12 months'. This would work best if the HAs operated a 'good tenant' scheme.
Would a good tenant stay within the same band or would this give priority over applicants in the band above? Should this apply to family homes only?
Any good practice from recent experience would be much appreciated.
26-07-10
(Paul Beetham, Bracknell Forest Borough Council, paul.beetham@bracknell-forest.gov.uk, 01344 351227)
Purchasing property for let at reference rents
Strategy and Policy-
We are currently investigating the prospect of purchasing property in order to let it at reference rents. Has any other organisation done anything like this and would you be willing to share your experiences?
Many thanks
22-07-10
(Jeremy Jacobs, CHP, jeremy.jacobs@chp.org.uk, 01245 613105)
Good practice and innovation. The delivery of a customer-focused repairs service
Asset Management-
We at Redbridge Homes, managing stock on behalf of the London Borough of Redbridge, would like to talk to other service providers about improving our repairs service delivery both during the working day and outside of normal working hours.
Our stock is approx 7,000 to include both tenanted and leasehold property. We would be particularly interested in speaking to Audit Commission three-star rated organisations with a similar stock size. However any comments are appreciated and welcomed.
22-07-10
(Andrew Lorenz, Redbridge Homes, andrew.lorenz@redbridgehomes.org, 020 8708 7614)
Community centre benchmarking
Performance Improvement and Efficiency-
Does anyone have any community centres or facilities they manage?
I would like to benchmark our community facilities against other HAs.
Would anyone be prepared to provide information on users, costing and income?
Many thanks
20-07-10
(Russell Gates, Arena Housing Group, rgates@arena-housing.com, 01744 755 221)
Online Surveys
Performance Improvement and Efficiency-
I would be very grateful if anyone could answer a few questions:
·Are any of you effectively getting your customers to engage with you via online surveys?
·Do you offer a reward scheme for their time?
·Would you be willing to share your performance information and cost implications?
(Gemma, Willow Park Housing Trust, gemma.andrew@willow-park.co.uk, 0161 946 7563)
Comparing costs of advertising properties on choice-based lettings schemes
Performance Improvement and Efficiency-
I am interested to find out if any Network members have taken part in any benchmarking exercises on the cost and effectiveness of the various ways of advertising property on choice-based schemes? If you have, I would be grateful if you could share your methodology for this and also what the outcomes of the benchmarking were.
Many thanks
16-07-10
(Janice Samuels, Harvest Housing Group, Janice.Samuels@harvesthousing.org.uk, 0161 248 2329)
Choice-based lettings and penalties for non-bidders
Strategy and Policy-
At the London Borough of Hackney we are looking at introducing penalties for those who are registered to bid within our CBL scheme but who:
• Do not bid
• Bid successfully but do not turn up to viewings
• Bid successfully but repeatedly refuse the accommodation.
Do any other local authorities impose sanctions in these cases? If so, how are they applied and what penalties are used?
I would also be interested in hearing from local authorities who have considered going down this route but have decided against it. What are the reasons why, and what alternatives are there for encouraging take-up of properties via CBL?
Thanks
14-07-10
(Gerardine Murphy, Hackney London Borough, gerardine.murphy@hackney.gov.uk, 020 8356 5178)
Moving in vouchers
Miscellaneous-
Rochdale Boroughwide Housing currently offer a decoration allowance to new tenants as part of our void relet standard.
As part of our work to promote sustainable tenancies, our 'Money Matters' team is looking at whether it would be feasible to convert the allowance into a 'moving-in allowance'. This is likely to involve us developing our own voucher scheme and negotiating with a range of approved suppliers who would be willing to accept our vouchers from new tenants, to be exchanged for a range of goods such as decoration materials, white goods, furniture or gardening equipment. Has any other organisation developed or considered developing such an approach and if so would they be willing to share their experiences?
14-07-10
(Nigel Allan, Rochdale Boroughwide Housing, nigel.allan@rbhousing.org.uk, 01706 273 832)
Policy for landlords approval for DFG
Strategy and Policy-
Has anyone a policy in place for tenants requesting work to be completed using a DFG?
I am particularly interested in procedures that address requests from tenants who have exchanged from a property that met their need to one that doesn't, and who then applied for adaptations using DFG.
13-07-10
(Jeanette Smith, Colchester Borough Council, jeanette.smith@colchester.gov.uk, 01206 282538)
Tenant alteration policy
Strategy and Policy-
Does anyone have a current policy that covers tenants wishing to have an extension or conservatory that they would be willing to share?
13-07-10
(Jeanette Smith, Colchester Borough Council, jeanette.smith@colchester.gov.uk, 01206 282538)
Vexatious complainants
Performance Improvement and Efficiency-
Does anyone exclude vexatious or serial complainants from their complaints stats?
13-07-10
(Jennifer Hay, CityWest Homes, Jhay@cwh.org.uk, 020 7245 2090)
Workplace assessments for mobile working
Miscellaneous-
We have a regularly increasing number of employees working with PDAs away from site and are looking at the health and safety/workplace assessment aspects for staff.
Does anyone have existing practices in place for carrying out some form of workplace/health and safety assessment for PDA users?
13-07-10
(Steve Taylor, St Leger Homes of Doncaster, steve.taylor@stlegerhomes.co.uk, 03102 862 852)
Voids review (standards)
Asset Management-
Solihull Community Housing is planning to review its void standard during 2010/11. As part of this review we intend to look at the following issues:
1 Tenant/customers:
- Involvement
- Empowerment
- Expectations
- Satisfaction.
2 Value for money – cost of repairs
3 Equality and diversity issues.
If you have recently conducted a similar review of your voids process, I would be grateful if you could share your experiences.
12-07-10
(Malcolm Castanheira, Solihull Community Housing, mcastanheira@solihullcommunityhousing.org.uk, 0121 717 1607)
Garden maintenance lists
Management-
Do you have a policy which supports a tenant garden list maintenance scheme please?
07-07-10
(Samantha Webster, Hull City Council, sam.webster@hullcc.gov.uk, 01482 614 208)
Catering management fees
Management-
We are currently reviewing the management charge we add to our catering service (within Extra Care) and would be grateful to know whether other providers add similar management fees – and if so, how this is calculated.
06-07-10
(Steve Brightwell, Hanover Housing Association, steve.brightwell@hanover.org.uk, 01784 446 000)
Dogs in flats
Management-
We are having a particular issue with dogs in flats; tenants have acquired dogs without the landlord’s permission. Also, historically, permission has been granted to tenants where individuals in flats have their own access to their property.
How is everyone else dealing with this issue?
06-07-10
(Jane Beard, Nuneaton and Bedworth BC, jane.beard@nuneatonandbedworth.gov.uk, 02476 376 312)
Risk register policy
Asset Management-
MMHA uses both internal DLO and external contractors for contracts subject to CDM. Does anybody have advice on best practice for collecting, storing and sharing information on vulnerable residents and also those households where the contractor may be at risk when entering the property?
Thanks
Bernard
29-06-10
(Bernard Quinn, Meres and Mosses Housing Association, bernard.quinn@mmha.org.uk, 01939 238840)
Compulsory payment of rent on sign-up
Management-
Does anyone stipulate that rent must be paid on sign-up (where there is a liability) or a fully completed HB form is supplied with supporting proofs?
What happens if a tenant fails to turn up for the viewing with the rent or HB info?
Has this approach effected void turn over times?
Has any landlord seen any positive or negative effects that they would be willing to share with us?
28-06-10
(Joanne Whitehouse, City of York Council, joanne.whitehouse@york.gov.uk, 01904 554101/551277)
Guest rooms in sheltered housing schemes
Development and Regeneration-
I have been advised by Council Tax that housing services is responsible for the annual Council Tax charge, minus 10% discount, on its guest rooms in sheltered accommodation.
The argument that they are not residential premises is, apparently, not a defence.
I would appreciate it if members can advise me if they have had the same issue and if they were able to successfully argue that they weren't liable for the charge?
Thanks
25-06-10
(Tony Martin, Darlington Borough Council, Tony.Martin@darlington.gov.uk, )
Items left in communal areas of blocks
Development and Regeneration-
I would be interested to know how other local authorities/HAs are dealing with items left in communal areas of blocks; is there a general zero tolerance approach or good practice guidelines? We have a situation where people have doormats, potted plants, etc, in communal areas, especially in the smaller one-bed blocks where communal areas have become an extension of people’s homes. RBFRS in Reading have said we have to clear everything out, although preferable, it may be impractical and difficult to monitor!
Also, in other blocks where people leave prams and bicycles, etc, in communal areas we do get them cleared but would be interesting to know how others approach this and what is a reasonable timescale for them to clear the belongings.
25-06-10
(Collette Baker, Reading Borough Council, Collette.Baker@reading.gov.uk, )
Leaseholder surveys
Miscellaneous-
I am exploring ways to try and improve the number of leaseholders who return our annual survey, and I would be pleased to hear from anyone who has been successful in this area, and what methods or incentives have been used.
Thank you in advance for your help.
25-06-10
(Simon Putt, South Essex Homes, simonputt@seh.southend.gov.uk, 01702 214 236)
Stay put policies
Miscellaneous-
Ashfield Homes Limited recently introduced changes to sheltered scheme evacuation procedures after concerns raised by Notts Fire and Rescue Service regarding the company's stay put policy at sheltered schemes under AHL's management. After a lengthy consultation process, the stay put policy was abandoned and we have now moved to full evacuation of tenants/residents upon fire alarm activations.
Have any other ALMOs/housing organisations been in liaison with their local fire authority regarding the suitability of stay put policies at sheltered schemes?
25-06-10
(Scott Tilley, Ashfield Homes, S.Tilley@ashfieldhomes.co.uk, 01623 608861)
Work at height
Miscellaneous-
Work at height - what are other ALMOs/housing organisations’ policies on access onto/egress from flatbed vehicles. Has this task/issue been risk assessed, and if so, what was the outcome of the assessment?
25-06-10
(Scott Tilley, Ashfield Homes, S.Tilley@ashfieldhomes.co.uk, 01623 608861)
Credit crunch events for customers
Miscellaneous-
We're looking to run a series of credit crunch events within our ALMO area. Has anyone else tried this before?
23-06-10
(Hannah Mason, West North West Homes Leeds, hannah.mason@wnwhl.org.uk, 0113 2477419)
Tenants' incentive scheme(s) for vacating larger properties
Strategy and Policy-
Huntingdonshire District Council is presently researching incentive schemes for tenants to vacate properties larger than are appropriate for their needs.
We would be interested to hear of any of your policies, formal or informal, together with an assessment of how effective (or not) the scheme is, any incentives offered, and their relative effectiveness.
Many thanks
18-06-10
(Ric Euteneuer, Huntingdonshire District Council, ric.euteneuer@huntsdc.gov.uk, 01480 388359)
Satisfaction surveys
Asset Management-
I was wondering if anyone had any resident satisfaction surveys, especially for gas safety checks, that they might be willing to share?
Many thanks
Hazel Howard
Service Improvement Officer
14-06-10
(Hazel Howard, Sanctuary Group, Hazel.Howard@sanctuary-housing.co.uk, 01905 338 716)
MOTs for gas servicing
Asset Management-
One of my responsibilities is ensuring gas appliances are inspected each year. A great deal of effort and money goes into ensuring that over 99% of our properties have a CP12 that is no more than 12 months old. This is fine, but in order to do this, it is necessary to bring forward the date we begin the process by six weeks. Obviously if we are successful in gaining access in the early stages of the process, the service has to be brought forward by a similar period next year and so on.
The net result will eventually be that most of our dwellings will have an extra service in a period of around nine years (a cost of up to £2m, or £220,000 per annum, to us). The cost of this across the country must be many millions of pounds. Clearly no one wants to compromise on gas safety, but I do not believe the legislation ever intended this literal interpretation, nor do I believe that it is an imperative to ensure safety.
When we renew the annual MOT on our cars (which is another important safety check), we are able to preserve the anniversary date of the certificate even if the inspection is carried out a month early.
My question is, could the same methodology, as now applied to vehicle MOTs, be applied to gas servicing? In my view this would not compromise safety, but would save millions of pounds across the country.
09-06-10
(Martin Weaver, Hackney Homes, Martin.Weaver@Hackneyhomes.org.uk, )
Transfer policy for tenants with written-off rent arrears
Strategy and Policy-
If a tenant declares themselves bankrupt or has a debt relief order, our policy is to write off their rent arrears if we do not already have a court order in place.
I'd be interested to hear what other associations do should such a tenant then ask for a transfer. Our current policy doesn't allow tenants with rent arrears to apply for a transfer, but if we've written off their arrears should we still reject the application? We'd presume not.
Has anyone already addressed this in their transfer policy, or have any ideas what good practice should be?
Many thanks
09-06-10
(Sam Smith, Liverpool Housing Trust, samsmith@lht.co.uk, 0151 708 2320)
Tenancy audits
Management-
For those authorities undertaking tenancy audits, what strategies and/or procedures do you have for gaining access to do the visits? And what is your level of success?
Kind regards
Sam Webster
03-06-10
(Samantha Webster, Hull City Council, sam.webster@hullcc.gov.uk, 01482 614208)
Equality and diversity measures
Management-
I would be grateful if members could share what equality and diversity measures are used in relation to gas safety and lettings services. We capture data and set targets for ethnicity, but not for any of the other E&D strands at present.
03-06-10
(Julie Evans, Somer Community Housing Trust, julie_evans@somer.org.uk, 01225 366142)
Incentives for mystery shopping
Miscellaneous-
Does anyone offer incentives to tenants for taking part in scrutiny or mystery shopping?
If so, what have you found to be the most successful?
Many thanks
01-06-10
(Margaret Swift, Watford Community Housing Trust, margaret.swift@wcht.org.uk, 01923 209211)
Exploding oven glass doors
Asset Management-
We have had a number of glass oven doors fail. The event is kinetic and very distressing for our tenants. We have had a high number of doors fail in relation to the number installed.
I would very much like to know if other members have experienced the same type of failure?
26-05-10
(Mark Allum, Housing 21, mark.allum@housing21.co.uk, 03701924257)
Tenant profiling
Asset Management-
How are other housing providers tackling tenant profiling?
I would love to hear from providers that have looked at this.
How have you collated information on your tenants, the response rate, how you have/are going to get information on all of your tenants and how you are going to ensure that the information is kept up to date?
25-05-10
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 743643)
Map of North East housing associations
Miscellaneous-
I am trying to find/obtain a map that shows the locations/boundaries/areas covered by housing associations in the North East of England. If anyone has any information like this, your help would be greatly appreciated.
Thanks
14-05-10
(Gary Mountford, Sedgefield Borough Homes Limited, gary.mountford@sedgefieldboroughhomes.co.uk, 0845 505 5500)
Cost savings on fleet, mileage and pool car use
Finance-
Has anyone looked at cost savings specifically relating to mileage claims, use of pool cars, bus passes for staff or recharging staff for mileage who take work vehicles home for mileage?
Can anyone send me details of their quality control measures in place for staff claiming mileage?
Has anyone looked at, or successfully reduced, their mileage claim rate by implementing the HMRC rate?
14-05-10
(Samantha Dickson, Corby Borough Council, samantha.dickson@corby.gov.uk, 01536 464617)
Young people and involvement
Management-
From our customer profile we have a large group of 16- to 30-year-old tenants. We are drafting a young people's strategy and thinking about how we can get young people involved. Has anyone else targeted this group of customers and if so, would they be willing to share their methodology, experience and outcomes?
Thanks
11-05-10
(Amanda Tattershall, Paradigm Housing Group, amanda.tattershall@paradigmhousing.co.uk, 01494 588266)
Incentives for moving to adapted properties
Management-
Do you offer an incentive for customers to transfer to suitably adapted properties rather than adapting their current property?
If so, what does your incentive package entail?
05-05-10
(Keith Skelly, Harvest Housing Group, keith.skelly@harvesthousing.org.uk, 0161 248 2342)
Incentives for outgoing customers
Management-
Are there any organisations that offer their outgoing customers an incentive to return their property in a clean and tidy condition?
West North West Homes Leeds are looking into offering our customers a reward (high street vouchers possibly) in return for leaving their property in a clean and tidy state; this excludes repairs where recharges may apply.
29-04-10
(Hannah Mason, West North West Homes Leeds, hannah.mason@wnwhl.org.uk, 0113 2477419)
Affordable housing viability
Finance-
Developers are asking for clauses in 106 agreements relating to affordable housing cascades - this is what happens to affordable rented if HAs cannot secure grant funding. We are trying to come up with a wording that is robust, while recognising the problem, and that doesn't automatically let the developer turn all the rented homes into unsubsidised shared ownership in the event of no grant.
If any member has a suitable wording we could look at, that would be great.
22-04-10
(Andrew Smith, Horsham District Council, Andrew.Smith@horsham.gov.uk, )
Monitoring contractor compliance with equality and diversity
Asset Management-
Has anybody out there got a template that they use to monitor the performance of their contractors in terms of equality and diversity issues? I am looking in particular at areas like training, contractor staff profiling, disciplinary issues, how the contractor embeds E&D throughout their organisation, etc.
I would appreciate it if anybody is further down the line than me and doesn't mind sharing whatever documents they use.
Thank you.
20-04-10
(Lyn Bowker, Liverpool Mutual Homes, lyn.bowker@liverpoolmh.co.uk, 0151 23 52550)
Affordable housing cascades in s106 agreements
Finance-
We are finding that developers want to include clauses in section s106 agreements that relate to changes in affordable housing provision, should there be less or no grant funding available. While recognising that this is probably necessary, we want robust wording that doesn't simply allow everything to automatically fall to unsubsidised shared ownership if HAs cannot secure grant.
Has anyone got something we can look at?
Many thanks
15-04-10
(Andrew Smith, Horsham District Council, andrew.smith@horsham.gov.uk, 01403 215202)
Differential void lettable standards
Asset Management-
Does any organisation have differential void lettable standards? Is there a consistent national void minimum standard with an enhanced standard in some areas with some property types that best fits any issues around design, low demand, client group, etc?
Is anyone willing to share how they do this and the benefits gained?
15-04-10
(Sharon Ford, Affinity Sutton Group, sharon.ford@affinitysutton.com, 01442 283103)
Document retention
Miscellaneous-
In 1990 we gave a large number of reinstatement grants for prefabricated reinforced concrete houses and the original completion certificates were given to all the home owners. We have held the files including copies of the certificates in storage for 20 years as we are very occasionally asked for copies of certificates where they have been mislaid.
Can anyone advise whether we still need to hold these or whether they can now be destroyed?
15-04-10
(Kathryn Jones, Worcester City Council, kathryn.jones@worcester.gov.uk, 01905 722257)
National standards and local offers
Inspection-
From April 2010 the Tenant Services Authority will be regulating local authorities. A new regulatory framework has now been introduced and Woking Borough Council has begun the consultation process with tenants regarding the national standards and local offers.
Our tenants would like to see some examples of both the national standards and the local offers that have been adopted by other housing providers. If you are able to assist us and provide some examples of local offers it would be appreciated.
Thank you
Helen Hilderley
15-04-10
(Helen Hilderley, Woking Borough Council, helen.hilderley@woking.gov.uk, 01483 743620)
Smoking
Miscellaneous-
Can anyone please advise regarding a recent complaint I have received about smoking?
The complaint is from a tenant in a top floor flat being able to smell cigarette smoke from the flat below.
Has anyone come across this before or able to give me any direction that would help solve this problem?
Many thanks
14-04-10
(Gill Qualtrough, Liverpool Housing Trust, gqualtrough@lht.co.uk, 0151 708 2487)
TSA governance standard - probity policy?
Inspection-
I know it's early days but does anyone have a 'probity' policy covering all, or indeed any, of the elements previously covered by Housing Corp regulations (Schedule 1, etc)?
Anyone with documents in place could suddenly find themselves very popular! Any ideas/outlines/drafts would be gratefully received.
Many thanks
12-04-10
(Margaret Swift, Watford Community Housing Trust, margaret.swift@wcht.org.uk, 01923 209211)
Prioritising applicants with learning difficulties
Management-
I'm interested in finding out how other local authorities prioritise applicants with learning difficulties looking to move on from residential care (or from a family home), in order to live independently.
01-04-10
(Daniela Lucci, Bristol City Council, daniela.lucci@bristol.gov.uk, 01173533041)
Rechargeable repairs
Asset Management-
Do you insure your housing stock against fires, floods, structural damage, etc?
Do you recharge tenants for damage caused by negligence or accidents, ie, chip pan fire, overflowing baths, blocked drains?
Thank you
30-03-10
(Paul Bishop, Hull City Council, paul.bishop@hullcc.gov.uk, (01482) 614470)
Customer satisfaction in sheltered housing
Management-
We are currently looking to identify satisfaction amongst our sheltered housing tenants, particularly regarding the wardens and lifeline service and our call centre. We will be doing this through the tenant inspectors' programme we are currently developing which will include surveying our tenants. Does anyone already carry out this type of survey? If so, would it be possible to receive examples of the surveys?
Kind regards
26-03-10
(Kelly Haden, Rugby Borough Council, kelly.haden@rugby.gov.uk, 01788 533606)
Forced entry in an emergency
Asset Management-
I've been working on a procedure for forced entry to properties in an emergency, of the sort that needs instant entry (water pouring through floors, etc).
On the face of it, it looks as if the Public Health Act 1936, s287 comes the closest to permitting unfettered access, but I'm still not sure. Can anybody give some definitive pointers as to what a local authority is permitted to do in such circumstances, and which legislation covers it?
25-03-10
(Rebecca Clements, Southwark London Borough, rebecca.clements@southwark.gov.uk, 020 7525 602)
Neighbourhood performance indicators
Strategy and Policy-
My organisation restructured last year and launched a neighbourhood officer role which combined previous tenancy and estate management, lettings and anti-social behaviour functions - with an increased emphasis on more of a neighbourhood working model and the development of a whole neighbourhood ownership ethos.
To develop this role further we are looking to create some effective PIs that will allow us to monitor, review and improve this role.
Can anyone who is already working to this type of model, offer advice on some suitable PIs that they are using which would assist with the above - preferably ones that have been agreed in consultation with customers and stakeholders?
22-03-10
(Bernadette Morrison, City West Housing Trust, bernadette.morrison@citywest.org.uk, 0161 605 7778)
Tenancy status
Management-
Following an eviction of a secure tenant for rent arrears the former tenant finds the cash to clear the debt in full and the local authority agrees to re-instate them in the same property but on a new tenancy. There would only be a short break between termination and commencement of the new tenancy.
Should the tenancy be an introductory tenancy or another secure tenancy?
15-03-10
(Roger Ayre, Selby District Council, rayre@selby.gov.uk, 01757 292077)
Customer access strategy - customer consultation
Strategy and Policy-
We are just in the midst of developing a customer access strategy and wondered if anybody had good examples around customer consultation on accessing their services? In particular, any examples of survey questions used would be really helpful.
Any thoughts or examples would be very welcome.
09-03-10
(Phil Citrone, Paradigm Housing Group, philip.citrone@paradigmhousing.co.uk, 01494 588225)
Safeguarding children and adults policy
Strategy and Policy-
We are currently in the process of developing a joint safeguarding children and adults policy.
I would like to hear from any members who have clearly defined policies and procedures that cover both client groups and who would be willing to share their good practice documentation, policies and procedures.
Thanks
03-03-10
(Tunde Hinton, Lambeth London Borough, yhinton@lambeth.gov.uk, 0207 926 3109)
Older persons' floating support job descriptions and person specs
Miscellaneous-
We are coming towards the end of a review of our sheltered housing service, which, subject to committee approval in June, will create a new staffing structure that includes an element of floating support alongside the sheltered 'warden' service.
I know that there is another thread about sheltered job descriptions and person specs, but can I make a specific request in relation to any older persons' floating support staff that you may have in your organisations, including staffing structure and salaries?
Thank you
01-03-10
(Jason Thomas, Tandridge District Council, jasonthomas@tandridge.gov.uk, 01883 732973)
Local lettings plans
Management-
We are looking to increase our use of local lettings plans, particularly linked to employment. Has anyone got any examples that they would be willing to share?
22-02-10
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Gardening service provision
Management-
I would be interested to hear from other members if their organisation provides a gardening service for residents, ie, hiring scheme for garden tools, contractors for gardening service? Handyman service? Costs?
Any information would be really appreciated.
18-02-10
(Gill Whitmore, Rugby Borough Council, gill.whitmore@rugby.gov.uk, 01788 533824)
Social networking
Strategy and Policy-
We are looking at using social networking to communicate and consult with our tenants. I would be very interested to hear other housing providers' experiences.
- What has worked well, Facebook or Twitter?
- Any implementation or ongoing issues?
- Has this proved successful to engage with younger people?
Any feedback would be very useful.
Thank you
17-02-10
(Michelle Wright, Fabrick Housing Group, michelle.wright@fabrickgroup.co.uk, 01642 773632)
Contact centre/call centre/repairs service centre
Strategy and Policy-
When establishing the number of staff required to work in a call centre/contact centre/repairs service centre, what calculation do you apply, ie, number of properties, number of calls, length of time per call, etc?
Many thanks
15-02-10
(Sharon Baldwin, Irwell Valley Housing Association, sharon.baldwin@irwellvalleyha.co.uk, 0161 6104708 or 07770 605503)
Illegal subletting
Management-
Has anyone produced a policy/procedure on dealing with cases of illegal subletting? If so, are you willing to share it?
If anyone has put into place ways to tackle iIlegal subletting and are willing to discuss this, I would love to hear from you.
11-02-10
(Nicola levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Anti-social behaviour
Management-
1 We are reviewing our ASB policy and procedure and wondered if anyone else has recently completed this exercise and produced a policy and procedure that they would be willing to share with us? Also, have you had this policy/procedure SLCNG accredited?
2 We are looking to purchase a new system for recording ASB data and wondered if anyone else has recently undergone such an exercise. We would also like to hear from anyone who has such a system in place and their experience of using it.
11-02-10
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Tenant information pack
Management-
We are looking to review our tenant information pack in terms of the information it contains and also its format. Has anyone else recently completed such an exercise?
We would like to hear from anyone willing to share a copy of their current tenant information pack which has recently been reviewed.
11-02-10
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Feed-in tariff funding for landlords
Asset Management-
MMHA has recently installed five ground source heat pumps. We are led to believe that the new feed-in tariff will apply to GSHP at a rate of 7p/kWh for 23 years, and that the landlord will receive the grant.
If this is true it could revolutionise our provision of affordable heating to off-gas rural properties.
Do any other members have similar schemes in place/are contemplating the FiT issue for alternative energy sources, such as GSHP, air source, photovoltaic, etc?
I would be grateful for your views/experience.
09-02-10
(Bernard Quinn, Meres and Mosses Housing Association, bernard.quinn@mmha.org.uk, 01939 238840)
Recording and analysing customer satisfaction information
Strategy and Policy-
I currently gather various types of information to record and analyse customer satisfaction. This information is captured via various methods, eg, spreadsheets, Access database and I would like to know if anyone has a holistic system which could capture varied information and have the ability to produce reports?
Thanks
08-02-10
(Stephen Kean, North Ayrshire Council, skean@north-ayrshire.gov.uk, )
Void repair policy/standards
Asset Management-
I am the void operations manager for Calico.
I'm reviewing our policies around void property repairs and management and wondered if anyone would be prepared to share their organisation's void repair policy or re-let standards.
Many thanks
03-02-10
(Simon Flaherty, Calico Housing, SFlaherty@calico.org.uk, 07976 079608/01282 686455)
ISO 9001
Strategy and Policy-
Our housing department is considering gaining ISO 9001, the international organisation for standardisation (for quality management systems).
Have any other members claimed conformity to this standard? If so, I’d be grateful for any suggestions or advice in how to go about it.
02-02-10
(Cheri Falkner, Corby Borough Council, cheri.falkner@corby.gov.uk, 01536 464680)
New assured tenancies - rent increases
Management-
When housing associations issue new assured tenancies, how soon thereafter do they increase rents?
What clause(s) do they insert in their tenancy agreements?
29-01-10
(Glenn Plews, York Housing Association, glennplews@yorkha.org.uk, 01904 636061)
Sustainability strategy
Strategy and Policy-
We are currently reviewing our sustainability strategy. Are there helpful colleagues who would be prepared to send me a copy of their strategies/statements where they exist?
Many thanks
26-01-10
(Rob Jones, Glasgow Housing Association, rob.jones@gha.org.uk, 0141 274 6717)
Appliances in void kitchens
Management-
Currently when we have a void we remove any appliances left by the previous tenant. This extends to removing over bath electric showers fitted by tenants. We understand that some orginisations leave appliances for the next tenant and would be very intersted to hear how safety issues are dealt with when applicances are passed on? Also how do you deal with repairs to the appliances?
26-01-10
(Philip I'Anson, Warwick District Council, philip.i'anson@warwickdc.gov.uk, 01926 450644)
Right to Buy satisfaction survey
Strategy and Policy-
I wondered if anyone could supply me with a copy of their Right to Buy satisfaction survey which they supply to their tenants once they have completed their Right to Buy?
Any help will be much appreciated.
21-01-10
(Caroline Lewin, Greenfields, caroline.lewin@GreenfieldsCH.org.uk, 01376 535400 ext. 4109)
Learning from complaints
Strategy and Policy-
I am looking for examples of how organisations learn from complaints, how is it recorded and acted upon, do you have a particular format other than recording the complaint? How do you involve residents in the analysis of complaints?
Any info would be much appreciated.
20-01-10
(Mandi Pullen, Sanctuary Group, mandi.pullen@sanctuary-housing.co.uk, 01215253131)
Customer profiling
Strategy and Policy-
I'm currently working on analysing our customer profile by age; gender; ethnicity; faith; sexuality and disability.
Is there a definition which I can use, ie, how do we base analyses for the household if there are joint tenants or if there are other family members?
Thanks
12-01-10
(Amarjit Takhar, City West Housing Trust, amarjit.takhar@citywest.org.uk, 0161 605 7606)
Signing up new tenants
Management-
We currently have quite a comprehensive sign-up procedure which includes the showing of a short DVD to new tenants. The sign up usually takes around 45 minutes so I am currently reviewing this to ensure that we focus on meeting the needs of the customer in settling them into their new home.
Would anyone be willing to share their experience and their approach to signing up new tenants to help inform my review please?
Thanks
11-01-10
(Julie McCartney, Gateshead Housing Company, juliemccartney@gatesheadhousing.co.uk, 0191 433 5304)
Collection of tenant profile information
Strategy and Policy-
Can you share any special initiatives you have taken to improve the rate of collection of tenant profile information for your organisation?
Would you also be able to share a copy of the tenant profile form used by your organisation?
07-01-10
(Liz Dunlop, Rugby Borough Council, liz.dunlop@rugby.gov.uk, 01788 533841)
Non-thermostatic showers
Asset Management-
RBC are asking the question as to whether other local authorities and housing associations have replaced as a matter of course, existing non-thermostatic showers retrospectively, or only replaced them when they become faulty or through a modernisation programme for Decent Homes, etc?
07-01-10
(Liz Dunlop, Rugby Borough Council, liz.dunlop@rugby.gov.uk, 01788 533841)
Voids performance monitoring
Management-
We are currently reviewing our performance on void re-let times and I am interested to understand how other housing providers calculate the overall void times.
05-01-10
(Jayne Bough, Redditch Borough Council, jayne.bough@redditchbc.gov.uk, 01527 64252 ext 3131)
Policy development/critical friend
Asset Management-
Hi everyone
I am in the process of creating and reviewing a number of policies within asset management. For example, emergency procedure, defects, and defective lifts.
It would be great if anyone can let me know any lessons learned or best practice that they have used to review or develop their policy.
Your assistance is much appreciated.
Kind Regards
Neil Topping
24-12-09
(Neil Topping, Family Mosaic Housing, Neil.Topping@familymosaic.co.uk, 0207 0891000)
Housing allocations and employment
Management-
Wealden are currently exploring the possibility of introducing a policy whereby certain allocations will be targeted at those in employment.
I would love to hear from anyone who already has such a policy in place.
16-12-09
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Constant central heating repair request
Asset Management-
Does anyone have elderly residents who have issues with their gas central heating system, and subsequently report faults that after inspection prove unfounded.
How do you resolve issues of this nature?
15-12-09
(Jeanne Bessey, Rugby Borough Council, jeanne.bessey@rugby.gov.uk, 01788 533842)
Tenancy agreements
Management-
Hanover is reviewing it's tenancy agreement and would be grateful to receive example copies of any tenancy agreements which are well designed or demonstrate good practice.
Thank you
04-12-09
(Anne Everson, Hanover Housing Association, anne.everson@hanover.org.uk, 01784 446113)
Setting up a customer panel
Strategy and Policy-
We are currently in the process of developing a joint housing strategy incorporating Mansfield, Ashfield and Newark and Sherwood; and as part of this development we are intending to set up a customer panel, to provide a customer perspective on the progress of the joint strategy. I am therefore seeking any good practice around governance and panel arrangements, ie, membership and terms of reference; and was wondering if any other SEN members can provide any useful information, practice approaches or a terms of reference template for a panel of this nature?
02-12-09
(Melanie Taylor, Mansfield District Council, taylorm@Mansfield.gov.uk, )
Gas compliance and the use of forced entry
Asset Management-
Whilst in the past the use of forced entry to complete gas servicing was widespread many organisations stopped using it. Now however, it appears that in certain instances, with suitable legal safeguards or amendments to the tenancy agreement, it is being used again.
I would appreciate members views and examples of good practice and procedure regarding this.
Thank you
Andrew Lorenz
01-12-09
(Andrew Lorenz, Redbridge Homes, andrew.lorenz@redbridgehomes.org, 020 8708 7614)
Management of temporary accommodation
Management-
We are a LSVT authority - but have retained management of a number of hostels for temporary accommodation. We are looking for an affordable rent acounting IT system for around 60 units and maybe 200-300 sundry debtors. None of the mainstream IT systems seem to cater for such a small number of units. Can anyone suggest what products might be available?
01-12-09
(Stephen Tingley, Broxbourne Housing Association, spt.housing@broxbourne.gov.uk, 01992 785522)
How do we reduce the risks involved in a bond scheme from tenants contributions?
Strategy and Policy-
Currently we are assisting certain priority need homeless applicants by paying cash deposits on their behalf to help them to access private sector tenancies. There is little in the way of an incentive for landlords or tenants to report the ending of a tenancy and the cash deposit scheme is proving very expensive for the council. Because of the costs we are now working towards changing over to a bond scheme.
Our original thoughts were to offer a bond scheme where the tenants repaid the bond to the council on a monthly basis, thereby reducing the risk to the council each month by the value of the contribution from the tenant and resulting in a stake for the tenant at the end of the period of the bond. However we understand that the tenant’s monthly repayments to the bond can only be accessed for deposit purposes if each repayment is placed in a tenancy deposit protection scheme. It would be impractical to ask landlords to pay each monthly repayment of the bond into a tenancy deposit protection scheme.
Does anyone have a procedure in place that collects a contribution from tenants towards a bond? If so, please could you explain how it works?
26-11-09
(Ian Rigby, South Somerset District Council, ian.rigby@southsomerset.gov.uk, 01935-462766)
Lean Management
Miscellaneous-
Do you use a lean management tool or any customer journey mapping methodology to improve efficiency and/or outcomes to the customer?
If so what tool/method do you use please?
Thank you
25-11-09
(Carol Adams, St Georges Community Housing, carol.adams@sgch.org.uk, 01268 465148)
Policies
Miscellaneous-
Are the policies developed by your organisation written by either:
- The service lead/manager
- A corporate team as part of their role within the organisation or
- A combination of both of the above.
Do you use a template/framework for developing policies and if so, would you be prepared to share this with me please?
Thank you
25-11-09
(Carol Adams, St Georges Community Housing, carol.adams@sgch.org.uk, 01268 465148)
Utility suppliers - empty property management
Management-
We are considering procuring an energy supplier to maintain power supplies while the property is empty. This will help complete void repairs, check and test, etc, and help the new customer. If you have procured an energy supplier, would you please share your tender specification, to help us cover all the issues?
Please contact if you require any further information.
Thank you
Paul
25-11-09
(Paul Bishop, Hull City Council, paul.bishop@hullcc.gov.uk, (01482) 614470)
Digital TV as a service charge
Management-
At Colchester we are implementing digital TV receivers in 2010.
As a local authority we have un-pooled the majority of our service charges previously and are now considering how to re-charge the costs of digital receivers to tenants and leaseholders?
I would welcome any thoughts on how you have applied this as a service charge.
If like Colchester you are planning to implement over a year, are you proposing to introduce a service charge in the same year?
Thanks for any help
25-11-09
(Rachel Eley, Colchester Borough Council, rachel.eley@colchester.gov.uk, 01206 282333)
What do you give to new tenants in their welcome packs?
Management-
We are currently revising the welcome packs we give to new tenants and are interested to see what other housing associations give to their new and existing tenants.
Any starter or welcome packs would be gratefully recieved via email to: hannah.thompson@octaviahousing.org.uk or post to: Hannah Thompson, Octavia Housing, Emily House, 202-208 Kensal Road, London, W10 5BN.
Many thanks in advance for any help you can give.
Hannah
23-11-09
(Hannah Thompson, Octavia Housing, hannah.thompson@octaviahousing.org.uk, 020 8354 5665)
Service level agreements/service contracts
Strategy and Policy-
I would be grateful if you could let me know how your organisation monitors and reports on service level agreements/service contracts.
More specifically I would like to know the following:
1 How often a report is drafted, eg, quarterly, monthly
2 Does each contract have a set of measurable performance indicators?
3 Does the report include every contract the organisation has with an outside party?
Thank you for assistance
Michael
16-11-09
(Michael Steward, Stockport Homes, michael.steward@stockporthomes.org, 0161 474 2810)
Intermediate rented housing
Miscellaneous-
Due to the current economic circumstances there appears to be an increase in intermediate housing products, eg, intermediate rent, rent to homebuy (try before you buy), etc. I am writing a policy for intermediate rented housing in Bracknell and wondered if any other LA or HA has already written one?
Thanks
13-11-09
(Janet Weekes, Bracknell Forest Borough Council, janet.weekes@bracknell-forest.gov.uk, 01344 351586)
Photographic ID
Management-
Does anyone request photographic identification for tenant applications/sign ups? For example passports or driver licences.
If you do request ID, what other forms of identification do you accept other than the above?
10-11-09
(Keith Skelly, Harvest Housing Group, Keith.Skelly@harvesthousing.org.uk, 0161 248 2342)
Responsive and cyclical repairs
Asset Management-
We are undertaking a review of our responsive and cyclical repairs policy and procedure and welcome any examples of good practice, leaflets and customer facing publications.
Many thanks
10-11-09
(Matthew Rothwell, Sanctuary Group, matthew.rothwell@sanctuary-group.org, 01905 725272)
Snow, ice and leaves
Miscellaneous-
Do any members wish to share good practise relating to dealing with slipping hazards during winter months especially the practical outcomes of risk assessments?
Do members adopt preventative or reactive policies? What sort of processes and monitoring systems are employed and what records maintained?
09-11-09
(Robert Gregory, Black Country Housing Group, gregoryr@bcha.co.uk, 0121 561 1969)
CRB policy
Miscellaneous-
We are looking to review our corporate CRB policy and I was wondering if anyone would share their current policy with me? I am particularly interested in the specific roles (outside of care staff) that you carry out CRB checks on and the reasons why.
Thank you in advance
06-11-09
(Ashleigh Evans, Bournville Village Trust, ashleighevans@bvt.org.uk, 0121 415 6515)
Starter tenancies with automatic conversion clause
Management-
We are currently looking at reviewing our existing starter tenancy and are looking at the option of having an automatic conversion clause.
Does anyone already have this in their agreement, and if so, would you be willing to share your agreement with us?
We are also looking to review our existing assured tenancy and if anyone has recently reviewed theirs, would you mind sharing it with us?
Many thanks.
05-11-09
(Karen Pierce, One Vision Housing, karen.pierce@ovh.org.uk, 0151 5305649)
DPA
Strategy and Policy-
We are currently looking at reviewing our DPA policy. I was wondering if there was some legislation or even guidance that suggests some types of DPA may carry a higher priority than others, such as 'bathing may be less of a priority issue than an access ramp'?
If anyone has any information on this, I would be grateful.
05-11-09
(Sarah Graham, Sedgefield Borough Homes Limited, sarah.graham@sedgefieldboroughhomes.co.uk, 0845 505 5500)
Sheltered Housing Stock - Support services
Strategy and Policy-
Sedgefield Borough Homes is a newly established HA and we are currently reviewing a number of our key service areas. One of the main areas we are about to review is our sheltered housing and associated support services.
I would be grateful if any housing organisation has undertaken a consultant-led review of similar services, with a view to producing a strategy for both physical interventions for its sheltered housing stock and its support services, and if they would share the brief used to procure the work, with us?
04-11-09
(Gary Mountford, Sedgefield Borough Homes Limited, gary.mountford@sedgefieldboroughhomes.co.uk, 0845 505 5500)
Remit/terms of reference
Miscellaneous-
I am looking to develop a communications panel to monitor things like websites, etc, and develop a facebook/twitter page.
Has anyone got any example documents for terms of reference and remits they would be willing to share?
03-11-09
(Lorna Powell, Harvest Housing Group, Lorna.Powell@harvesthousing.org.uk, 0161 248 2383)
Funding disabled adaptations for RSL tenants
Finance-
Are you a local authority/one of a group of authorities that has agreed a local agreement with RSL partners on the funding of adaptations for RSL tenants?
I am currently leading a task and finish sub-group of the Kent Housing Group into the funding of disabled adaptations for RSL tenants in Kent, with a view to reaching a Kent-wide local agreement on the future funding of adaptations for RSL tenants in accordance with the government guidance in 'Disabled Facilities Grant: The Package of Changes to Modernise the Programme' (February 2008). I would be interested to hear of any best practice from elsewhere.
30-10-09
(David Crosby, Tunbridge Wells Borough Council, david.crosby@tunbridgewells.gov.uk, 01892 554192)
Job descriptions and person specs
Miscellaneous-
I would like to ask if anyone is willing to share a copy of their job description and person specifications for their scheme managers/support workers for older people/those supporting people in sheltered along with any supervisory posts and some indication as to how recent these are.
I would also like to ask if members could advise of current salary/grades these posts are paid.
I am currently working on a new model of service delivery for WALH and would be grateful for any information relating to job descriptions for staff.
30-10-09
(Karen McHugh, Wigan & Leigh Housing Company, k.mchugh@walh.co.uk, 01942 486605)
High-rise/vulnerable
Miscellaneous-
We'd be interested to hear if there are any housing providers who have high-rise flats (perhaps in semi-rural areas) which have a tendency to attract a disproportionately high number of vulnerable people, and how this practice can be addressed?
29-10-09
(Adrian Gordon, Trans-Pennine Housing, adrian.gordon@ph2k.org.uk, 01484824330)
Council mortgages
Strategy and Policy-
Our cabinet member for strategic planning feels that Horsham DC (which transferred its stock) ought to to be able to use 106 money to fund mortgages for people who cannot access banks/building societies. These mortgages could be hereditary and our member is convinced this will work.
Are there other Councils that are doing this? Have any looked at the issue and come up with watertight reasons why it can't or shouldn't be done?
Thanks for your help.
27-10-09
(Andrew Smith, Horsham District Council, andrew.smith@horsham.gov.uk, 01403 215202)
Should tenant board members sit on service/mystery shopping panels
Management-
We presently have tenant board members who also sit on our service panels/mystery shopping panels.
There appears to be two points of view on this. As part of a review of our services we are looking for examples of best practice. In terms of standards in public life it would appear sensible to have a separation of the two. In our immediate area the three-star housing organisations do not have tenant board members as service panel members, but in a recent Inside Housing article, two out of three housing organisations were listed as including tenant board members in their panels.
Any help would be appreciated.
27-10-09
(Shirley Hall, Homes for Northumberland, shirley.hall02@hfn.uk.com, 01670 542140)
Disturbance payments
Miscellaneous-
I would be very grateful if you or one of your colleagues could provide me with information in response to the following - I am trying to ascertain whether claims are allowed and disturbance payments made in respect of the following matters when a resident is relocated by the authority:
1 Cost of decorating the replacement property - labour and/or wallpaper/paint, regardless of whether the claimant is an owner occupier or a tenant. Or if DIY vouchers are supplied to a set cost?
2 Replacement cost of the provision of new carpets and if so whether a cost limit is set or on a basis of like for like. Or is it just the reimbursement of the cost of adapting/fitting existing carpets/laminate flooring to fit in the new property and/or the fitting only of new replacement carpets/laminate flooring?
3 Similarly the cost of replacement curtains and blinds and fitting or just the adapting and fitting costs only of the old to fit new properties.
Alternatively rather than disturbance claims, do other local authorities simply pay a one off lump sum in lieu of disturbance claims in addition to the Home Loss payment, and if so, what is the amount?
Thank you in advance of taking the time to respond to this request.
26-10-09
Kind regards
Sue Roberts
Private Housing Manager
Hull City Council
(Sue Roberts, Hull City Council, susan.roberts@hullcc.gov.uk, 01482 614326)
Management moves
Management-
We are currently reviewing our policy on management moves. We would be interested to hear from other housing providers how they deal with requests for moves from tenants who are in rent arrears and subject to Court orders, particularly when there is an overcrowding issue.
22-10-09
(Amanda Jones, Rugby Borough Council, amanda.jones@rugby.gov.uk, 01788 533834)
Ofsted inspections
Inspection-
As part of Ofsted's inspection of safeguarding and looked after children services, have any colleagues been interviewed by these inspectors? If so, what kind of issues were they interested in discussing? In addition has anyone put in place specific new arrangements for homeless 16/17 years olds following the Southwark Ruling?
Please could you let me know?
16-10-09
(Gareth Mead, Hammersmith and Fulham London Borough, gareth.mead@lbhf.gov.uk, 0208 753 5344)
Tenant board member recruitment
Miscellaneous-
We have six tenant board members who are elected rotationally by patch, two per year (although they do not represent the patch). Currently I use three methods of recruitment:
1 Advertisements in the local weekly press and in our in-house magazine.
2 A direct mailshot to the tenants involved.
3 Out and about at markets and supermarkets etc.
Methods two and three are the most successful, nonetheless we could do with getting more tenants to stand. Does anyone have suggestions on how I might improve the recruitment process?
16-10-09
(Robert Dawson, Green Vale Homes, robert.dawson@greenvalehomes.co.uk, 01706 836350)
Tipping charges and WEEE
Miscellaneous-
Sheffield Homes is currently reviewing its tipping contracts and we are exploring possibilities of treating WEEE (Waste Electrical and Electronic Equipment) differently, eg, though a PCS scheme. I was wondering if there is anybody out there who may have gone through a similar experience and is willing to discuss/share what they have done? I'm particularly interested in the prices paid (in any) for the removal of the WEEE and the impact it had on the more general tipping contract.
12-10-09
(Chris Goodacre, Sheffield Homes, chris.goodacre@sheffieldhomes.org.uk, 0114 2039150)
Emergency packs
Miscellaneous-
We are trying to establish if any other housing associations have developed a pack of information to be handed out to staff and residents on a major incident, ie, fire or flood.
The pack would include details of re-housing arrangements, grants available, main contact details for housing associations and insurance companies, etc. It would also include what to do in the event of a death, counselling and groups in the area.
We are currently developing a procedure for attendance at a major incident and who should be there and who should contact who.
Any advice on the above would be appreciated.
7-10-09
(David Sewell, Derwentside Homes, d.sewell@derwentsidehomes.co.uk, 01207 524209)
Means testing aids and adaptations
Finance-
Has any local authority decided to means test aids and adaptations?
Have you considered it?
Any information will be gratefully received.
06-10-09
(Annalisa Howson, Waverley Borough Council, annalisa.howson@waverley.gov.uk, 01483 523453)
Tool hire scheme
Management-
We are trying to get a tool hire scheme off the ground and have hit a number of challenges. Has anyone else done this and if so, would you be willing to share your experiences with us please?
01-10-09
(Judy Mace, Homezone Housing, judymace@homezonehousing.org.uk, 01543 420857)
Policy and service reviews
Strategy and Policy-
Is anyone aware of any toolkits or checklists for carrying out policy and/or service reviews?
Is there any guidance to help managers ensure a cross-directorate approach and ensure that VfM, E&D, cost benefit analysis, consultation and sustainability, etc, are properly addressed?
All suggestions gratefully received!
30-09-09
(Margaret Swift, Watford Community Housing Trust, margaret.swift@wcht.org.uk, 01923 209211)
Resident impact assessment
Miscellaneous-
Does anyone have recent examples of the formats used for resident impact assessments on specific services areas, either from the perspective of service improvement or preparing for inspection?
Many thanks
James Walsh
Community Regeneration Manager
30-09-09
(James Walsh, Mercian Housing Association, jwalsh@mercian.org.uk, 01213 227404)
Legal services review
Miscellaneous-
Hi
We are just about to undertake a review of our in-house legal services section and I would love to hear from other organisations that have reviewed their in-house legal team or how you have determined whether your external provider is delivering value for money and quality?
Thanks
Chris
29-09-09
(Chris Shepherd, Wrekin Housing Trust, chris.shepherd@wrekinhousingtrust.org.uk, 01952 217495)
Request to keep chickens
Management-
Can anyone advice what the procedures are for allowing tenants to keep chickens?
Does anyone have clear guidelines outlined in their conditions of tenancy?
Does anyone stipulate in their policies distance from property, number of chickens allowed and permission agreed with other residents?
Does anyone have different criteria for urban and rural?
29-09-09
(Sharon Beckitt, Rugby Borough Council, Sharon.Beckitt@rugby.gov.uk, 01788 533513)
Debt collection agencies
Management-
We are looking for a new debt collection agency. Could anyone recommend an efficient and reliable agency that has a reasonably good percentage collection rate that we could call in to give a presentation?
23-09-09
(Sandra Cove, Bedfordshire Pilgrims Housing Association, sandrac@bpha.org.uk, 01234 221 321)
Best practice for a self build scheme
Development and Regeneration-
We are planning a self build scheme involving a self build charity, HA development partner, and local college.
We are hoping to use the project as a chance for young people to gain construction skills. The development is likely to include 10-12 one bedroom apartments.
If anyone can share their experience of the development process or subsequent management of self build properties I would be very grateful.
Thanks
17-09-09
(Craig Knight, Cherwell District Council, craig.knight@cherwell-dc.gov.uk, 01295 227078)
Cost of HR service
Miscellaneous-
We are being inspected shortly and one of the issues we want to do is to demonstrate whether our HR service provides value of money and provides a good service.
If you are willing to share the costs of your HR service, I will be happy to share my findings with you.
17-09-09
(Rose Austin, West North West Homes Leeds, rose.austin@wnwhl.org.uk, 0113 2477057)
SLA for payroll service
Miscellaneous-
Our payroll SLA charge is £156 per person. I would like to know if this is a good price. We are looking to outsource this but we are having problems with finding a provider that will accept our pensions regulations.
Has anyone overcome this problem and would you be willing to share the information with me?
17-09-09
(Rose Austin, West North West Homes Leeds, rose.austin@wnwhl.org.uk, 0113 2477057)
Safeguarding children and adults
Miscellaneous-
Requirements under the new Independent Safeguarding Authority (ISA) are being phased in from October 2009. This will include a vetting and barring scheme that employers must follow in relation to those staff who work intensively with children and adults.
Has anyone, or their HR support teams looked at the implications of this for the work of social landlords and, more specifically, what type of work would fall within the definitions of controlled and regulated activity, eg, wardens in sheltered houisng schemes, tenancy support services for young people.
09-09-09
(Steve Wilkinson, Kirklees Neighbourhood Housing, steven.wilkinson@knh.org.uk, 01484 416454)
Local housing allowance payment direct to landlords on rent deposit/private rented schemes
Management-
Are you a Council who pays Local Housing Allowance direct to landlords who house tenants through a rent deposit/private rented scheme, etc?
If you do please contact me, Kate Clarke at Woking Borough Council on 01483 743 661
I am interested in knowing:
- How you came to this arrangement with your Housing Benefit Department?
- What evidence base you used to get this service?
- Whether direct payment is time limited?
- If a time limit is set, the system that is in place at the end of this period?
- Has direct payment alleviated rent arrears situations?
08-09-09
(Kate Clarke, Woking Borough Council, kate.clarke@woking.gov.uk, 01483 743 661)
KPIs
Inspection-
We are developing a Key Performance Indicator framework for our organisation and would like to hear from any members that have already completed this project.
We want to go further than the usual AIR PIs to improve the culture of the organisation.
26-08-09
(Andrew Welton, City West Housing Trust, andrew.welton@citywest.org.uk, 0161 605 7589)
Personal safety solutions
Miscellaneous-
At St Leger Homes of Doncaster we are currently exploring options for introducing some form of personal safety device (and supporting alerting system) to be issued to all staff that will visit tenants in their property, or as part of carrying out the estate management role.
If any organisations have undertaken a similar review, or have introduced facilities to support lone workers, within the last 12 months I would be interested to benefit from your experiences.
We are specifically interested in the particular safety device you have introduced, the alerting processes you have introduced in the back office in responding to an alert being raised, the working practices you have for maintaining a list of potentially violent tenants/properties, and any data protection considerations you have addressed.
27-08-09
(Steve Taylor, St Leger Homes of Doncaster, steve.taylor@stlegerhomes.co.uk, 01302 862852)
Waste/flytipping management
Miscellaneous-
Hi.
I am looking for ways to deal with flytipping/dumping of bulky items within communal areas which is becoming a bigger problem. I would also be interested in other associations experiences with this problem and procedures for tenants to be recharged.
27-08-09
(Graham Lemon, Sovereign Twynham, graham.lemon@twynham-housing.co.uk, 01202 460337)
Customer training
Miscellaneous-
I will be looking to launch a customer training programme and wondered what others were currently delivering in terms of training?
25-08-09
(Lorna Powell, Harvest Housing Group, Lorna.Powell@harvesthousing.org.uk, 0161 248 2383)
Tenant federations
Management-
I work as a Customer and Community Empowerment Co-ordinator and want to find out if there are any good practice examples anyone can share with regards to Tenant Federations?
25-08-09
(Lorna Powell, Harvest Housing Group, Lorna.Powell@harvesthousing.org.uk, 0161 248 2383)
Right first time
Miscellaneous-
How are other organisations capturing this information and is there a best practice for reporting performance?
18-08-09
(Peter Long, St Georges Community Housing, peter.long@sgch.org.uk, 01268 465 265)
Equality and diversity
Strategy and Policy-
I am researching best practice for transcription of materials/documents/letters/magazines for our customers who have sensory disabilities, learning difficulties, mental health disabilities, dexterity and mobility disabilities, etc. If anyone has any good ideas or best practices I would be very grateful.
Thanks
07-08-09
(Amanda Tattershall, Paradigm Housing Group, amanda.tattershall@paradigmhousing.co.uk, 01494 588266)
Major 1 void status process
Management-
My name is Phil Perry and I am the Empty Homes Manager for Kingston Upon Hull City Council.
Hull City Council has a turnover of approximately 2,500 empty properties each year, with a current relet time of 46 days.
I am presently reviewing our Major 1 process, to assist in reducing our overall relet time, rather than trying to reinvent the wheel, I would appreciate if any organisation could forward a copy of their existing procedures or what method/criteria of identification you use on a property, which is to be placed in to a Major 1 status.
Your response will be treated with absolute confidentiality unless you are happy to share your process with this group.
If you have any queries, or would like to discuss my request, then please do not hesitate to contact me.
Thank you
07-08-09
(Phil Perry, Hull City Council, phil.perry@hullcc.gov.uk, 01482 616148)
Family intervention tenancies
Management-
We have agreed to introduce family intervention tenancies and would like to hear from anyone that has already done so. I am particularly interested in seeing any FIT tenancy conditions and customer factsheets on FITs.
We are also looking at setting up a family intervention project and would like to hear from anyone that currently has one with regards to innovative ways of funding them.
05-08-09
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Percentage of appointments
Asset Management-
1. Percentage of appointments made as a percentage of responsive repair orders.
2. Percentage of appointments kept as a percentage of appointments made.
Please can you advise for the above PI's how you classify appointments made?
At Newham Homes we define it as repair appointments made to our contractor by our residents for works inside and outside of their property, thus a repair can be traced on our system to a specific address. We currently exclude appointments made by staff for contactors, for communal area repair works, as until recently, we have not had an accurate way of checking whether the appointment was kept.
When calculating this PI:
a) Do you exclude communal areas from appointments made? (As it cannot be traced back to a specific residential property)
b) Include appointments for communal repairs, and if so how do you measure whether the appointment made was kept.
Your assistance is very much appreciated
Regards
05-08-09
(Faisal Gajia, Newham Homes, Faisal.Gajia@newhamhomes.com, 020 8430 4247)
Supporting people to move for work
Strategy and Policy-
Does anyone have experience of helping people to move to take up work?
I am working with a council with very limited housing supply who are keen to join up thinking around employment and housing, to help people find work and accommodation in other areas, potentially anywhere in the UK.
If you already run such schemes, what do you do? How do you support people to find accommodation in other areas? Have you built relationships with councils or landlords in other areas?
05-08-09
(Suzanne McBride, HQN, suzanne@heron-consulting.co.uk, )
Management fees
Management-
I am trying to ascertain the different methods that HAs/landlords apply to recover a management fee from their leaseholders. Do landlords apply a management fee together with a percentage of their service charge or do they just apply a percentage of their service charge. If the latter applies can you also indicate what the percentage has been applied?
05-08-09
(Paul Richmond, Yorkshire Housing Group, paul.richmond@yorkshirehousing.co.uk, (01484) 440924)
On line customer involvement training for staff
Miscellaneous-
We are an ALMO who wish to continue to embed and develop customer involvement across all staff areas within our organisation. We are tentatively exploring cost effective on line learning resources for customer involvement training and have been unable to locate anything which meets our needs. Have any other housing providers looked into, or, are currently using this or similar?
I would be pleased to recieve any recommendations or advice.
29-07-09
(Evelyn Gaughan, West North West Homes Leeds, evelyn.gaughan@wnwhl.org.uk, 01132477110)
Revision of tenancy agreement
Management-
We are about to undertake a review of our secure tenancy agreement.
If anyone has updated their agreement in 2008/09 and would be willing to send me their agreement I would appreciate it.
Thank you
23-07-09
(Fiona Buist, H&F Homes, fiona.buist@hfhomes.org.uk, 0208 753 4464)
Benchmarking equality
Strategy and Policy-
Could you advise what ‘opportunities’ there are for a medium sized HAs to benchmark in delivery of equality across all diversity strands?
Thank you
23-07-09
(Amanda Tattershall, Paradigm Housing Group, amanda.tattershall@paradigmhousing.co.uk, 01494 588266)
Policy and strategy
Strategy and Policy-
Can anyone provide me with a clear and simple (plain english) definition of a policy as opposed to a strategy?
Thank you
23-07-09
(Amanda Tattershall, Paradigm Housing Group, amanda.tattershall@paradigmhousing.co.uk, 01494 588266)
Charges for gas meter reconnections
Asset Management-
We currently have an issue in Hull whereby supply authorities (in particular gas) are charging in the region of £640 to have services reconnected for a new customer (due to the previous tenant having tampered with the meter). Unfortunately, as the landlord we foot the bill.
Have any other authorities experienced this and if so what measures, if any, are they taking?
21-07-09
(Ian Miller, Hull City Council, ian.miller@hullcc.gov.uk, )
Tenant incentive schemes and golden goodbyes
Management-
Could anyone inform me of their incentive schemes with information on how they work and the ammounts awarded? I would also be interested if anyone offers an incentive for tenants leaving their properties in good condition.
Thanks
Mark Garnham
21-07-09
(Mark Garnham, Greenfields, mark.garnham@greenfieldsch.org.uk, 01376 567331)
Marketing and communications set up
Miscellaneous-
I am interested to know how housing associations set up their marketing and communications team.
- How many staff members does it comprise of?
- How are publications produced?
- How many organistaions use an in-house designer and publisher? If so, since when and how is this funded?
- What budget do you have allocated towards publications?
I would be grateful for any replies via email.
Many thanks
09-07-09
(Shazia Mohammed, Aldwyck Housing Group, shazia.mohammed@aldwyck.co.uk, 01582 869100)
Benchmarking RTA/RTB
Strategy and Policy-
Just wondered if anybody had any examples of benchmarking RTB/RTA services?
26-06-2008
(Phil Citrone, Paradigm Housing Group, philip.citrone@paradigmhousing.co.uk, 01494 588225)
Fire safety risk assessments
Miscellaneous-
Cambridge City Council are in the process of a bid for resources to carry out fire safety risk assessments and we would like a feel for the price range of these risk assessments, as we have a current provider who we will feels charges a very reasonable sum of money - but we need to ensure that we have sufficient fund in the bid.
Would anyone be happy to share information on the costs they have incurred for FSRA, in relation to sheltered accommodation and communal areas?
26-06-09
(Jenny Gibson, Cambridge City Council, Jenny.Gibson@cambridge.gov.uk, 01223 457839)
Management of older persons properties
Strategy and Policy-
We are carrying out an appraisal of our existing arrangements for the management of designated older peoples properties (including Cat 1) across the group, other than sheltered properties (Cat 2).
We would be grateful if you could let us know whether your organisation/group approach is:
1 Housing management; and call systems and services and SP contracts all managed by specialist team
2 Housing management services provided by neighbourhood teams with call systems and services and SP contracts managed by specialist teams
3 All housing management and calls systems and services and contracts managed in general needs teams in neighbourhoods
4 A mixture of all of the above approaches.
25-06-09
(Mary Walker, Harvest Housing Group, mary.walker@harvesthousing.org.uk, 0161 2482361)
Policy and procedure manual
Strategy and Policy-
This may be a very boring process question! However, has anyone been commended by the Audit Commission for their approach to writing, indexing, and monitoring of policies and procedures?
I'm particularly interested in how to achieve simplicity, clarity, and user friendliness as well as being concise and consistent across the organisation. If anyone is willing to share useful templates or methodologies that work in practice, I'd be very grateful.
19-06-09
(Margaret Swift, Watford Community Housing Trust, margaret.swift@wcht.org.uk, 01923 209211)
Short-term decants
Management-
I am looking for policies covering short- term decant where tenants will be returning to their own home after remedial works are carried out.
Of particular interest is:
- What the landlord organises and pays for?
- What compensation is offered and based on what criteria?
- Whether there is any financial recompense for the disruption which is not related to additional expenditure incurred by the tenant?
I would be pleased to receive responses by e-mail to elspeth@hillheadhousing.org
Thanks
19-06-09
(Elspeth Sharkey, Hillhead Housing Association 2000, elspeth@hillheadhousing.org, 0141 578 0200)
Leaseholders and gas safety certificates
Asset Management-
The Trust are looking at asking its leaseholders to provide annual CP12 certificates. Does anybody else do this and if so how do you go about it, how succesful is it, do you enforce it and what problems do you encounter? Any help that you can give will be greatly appreciated.
Thanks
18-06-09
(Simon Maney, Watford Community Housing Trust, simon.maney@wcht.org.uk, 01923 209216)
Monitoring service standards
Performance Improvement and Efficiency-
We are currently reviewing how we monitor service standards and wondered if anyone had best practice/experience of this that they might be willing to share?
18-06-09
(Hazel Howard, Black Country Housing Group, howardh@bcha.co.uk, 0121 561 1969)
National debtors list
Strategy and Policy-
A tenant of ours was asking if there is such a thing as a national debtors list?
For instance if a tenant leaves their property owing money for whatever reason, it should stay with them wherever they go, for example trying to get housed through another authority.
Is there some sort of list these people could be added to?
16-06-09
(Leona Keeble, Vale of Aylesbury Housing, leona.keeble@vaht.co.uk, 01296 732685)
Dealing with ASB - alternative approaches
Management-
We currently have an ASB case where two neighbours have fallen out at some point and therefore have been making complaint and counter complaints for the last 11 years for alleged tenancy breaches including noise, bonfires, etc.
One tenant has a tendency for violence and the situation is tense. We have suggested mediation, noise monitoring equipment (returned with no evidence), environmental health, etc. We have also served warning notices on both parties.
All this has left the situation unresolved.
The question is: are there any other forms of intervention which I have not mentioned, alternative ways to solve this issue without making matters worse? Any help or suggestions members can give would be appreciated.
Thanks.
12-06-09
(Terry Bailey, Newark and Sherwood Homes, terry.bailey@nshomes.co.uk, 01636 655463)
Resource scheduling
Miscellaneous-
Can people please give us an indication of types of software used to make appointments for repairs within your organisation where you are sending orders to multiple contractors? We are looking for a dynamic system that can adjust to circumstances as they arrive.
12-06-09
(Colin Devine, Wigan & Leigh Housing Company, c.devine@walh.co.uk, 01942 486808)
Complaints officer role
Management-
We are looking at introducing a role that is responsible for managing the complaints process that involves producing reports, trends and satisfaction analysis.
Does anyone have any similar roles where you could share the job description and person specification?
Thanks
08-06-09
(Justine Carroll, Willow Park Housing Trust, carrollj@willow-park.co.uk, 0161 946 9526)
Freephone number impact on performance
Performance Improvement and Efficiency-
We are currently looking at introducing a freephone number to our contact centre for housing services.
Can you provide any information or evidence in regards to the impact this has on the performance of the contact centre or your views on the impact this could have?
08-06-09
(Anthony Dix, Rykneld Homes Limited, Anthony.Dix@rykneldhomes.org.uk, 01246 217617)
Tenancy decorating scheme
Development and Regeneration-
I have been asked to make enquiries in relation to a scheme where tenants may obtain decorating consumables via a national contract/framework, of which I have been advised B&Q are one of the suppliers that are providing this scheme to local authorities/housing authorities.
I apologise for my vagueness but any help or assistance would be greatly appreciated.
Kindest regards
05-06-09
(Paula Atkinson-Philpott, Sheffield City Council, Paula.Atkinson-philpott@sheffield.gov.uk, 0114 273 6365)
Telephone performance targets
Miscellaneous-
At Aldwyck we are currently benchmarking telephone targets and performance within housing. Would really be grateful if you could reply by providing your performance targets and data. Happy to share responses with any one if interested.
05-06-09
(Simi Sharma, Aldwyck Housing Group, simi.sharma@aldwyck.co.uk, 01582 869 117)
HB verification
Management-
Can anyone please advise what procedures they have for housing officers verifying Housing Benefit documents.Do you verify documents at sign up? How far do HO's assist customers with their claim for HB?
Thanks
03-06-2009
(Sharon Beckitt, Rugby Borough Council, sharon.beckitt@rugby.gov.uk, 01788533513)
Storage for mobility scooters
Strategy and Policy-
We are working on a permissions policy for tenants and leaseholders around the storage and charging of mobility scooters in our blocks of flats, both sheltered and general needs.
Does anyone have a policy to cover mobility scooters or any advice on how to deal with this growing issue?
18-05-09
(Catherine Hill, Sheffield Homes, catherine.hill@sheffieldhomes.org.uk, 0114 2736317)
Means testing for adaptations
Asset Management-
If you receive recommendations for adaptations which have not already been means tested (where the local authority does not provide DFG funding) do you carry out a means test before agreeing to carry out the adaptation?
If so, what do you use to do this?
15-05-09
(Janet Ratcliffe, Harvest Housing Group, Janet.Ratcliffe@harvesthousing.org.uk, 0161 419 6439)
Rechargeable repairs VAT charged
Asset Management-
Our current rechargeable repairs procedure and policy are being reviewed, at present VAT is charged on a VOID property but existing tenants are not charged VAT, only the cost of the recharge plus an administration fee.
I would appreciate feedback as to how other landlords charge VAT on void and tenanted properties.
13-05-09
(Catherine Stewardson, Wolverhampton Homes, catherine.stewardson@wolverhamptonhomes.org.uk, 01902 550498)
Facebook and other social networking sites
Strategy and Policy-
Has anyone tried using Facebook or any other social networking sites as an alternative way of communicating with residents and getting them involved?
If so, could you tell me what you used it for and what levels of take-up you managed to achieve and so on?
Thanks
12-05-09
(David Pipe, Stevenage Homes, david.pipe@stevenagehomes.org.uk, 01438 242280)
Tenant representative commitees
Management-
We are reviewing the way our tenant rep committee votes in their chairperson. At the moment they are voted in and only serve one year in office. However, we are thinking about making them hold chairmanship for three years to keep continuity of work.
I'd be interested to know how other LA committees work.
Thanks
05-05-09
(Sarah Lloyd, Nuneaton and Bedworth BC, sarah.lloyd@nuneatonandbedworth.gov.uk, 024 7637 6493)
Equality impact assessments
Performance Improvement and Efficiency-
We are impact assessing a range of our housing policies and procedures.
If you have any examples of completed equality impact assessments please could you let me know or forward them to me?
Thanks
30-04-09
(Belinda Ford, Wycombe District Council, belinda_ford@wycombe.gov.uk, 01494 421703)
EPCs and short lease properties
Strategy and Policy-
Can anyone confirm whether an EPC is required on a property that has been on a short lease to a HA and is now reverting back to our ownership so a change of tenancy will have taken place but the tenant remains in the same property?
23-04-09
(Eleanor Kirk, Sheffield Homes, eleanor.kirk@sheffieldhomes.org.uk, 0114 2735524)
Rent on damaged properties
Asset Management-
I am currently researching best practice for dealing with properties which have become uninhabitable due to fire/flood/impact damage where that tenant would require emergency housing.
Housing Benefit will not make any contribution to the rent as the property cannot be lived in, therefore if not made void, the property will accrue rent arrears.
If the property is made void, no rent is charged but there will be a break in the tenancy which would have repercussions for any subsequent right to buy application made by the tenant.
Any information relating to your organisations practice would be appreciated.
Many thanks
16-04-09
(Lisa Cummings, Sedgefield Borough Homes Limited, lisa.cummings@sedgefieldboroughhomes.co.uk, 0.133 816166 ext 6005)
Transporting tenants in officers' cars
Miscellaneous-
Can anyone share with us specific policies that their organisation has in place regarding officers giving tenants a lift in their cars to go to conferences/training sessions/estate walkabouts.
We are specifically interested in the health and safety issues especially those around liability in the event of an accident.
Many thanks
14-04-09
(Michelle Dickson, Rugby Borough Council, michelle.dickson@rugby.gov.uk, 01788 533843)
Dealing with the practicalities of the Housing Minister's rent statement - 6 March 2009
Finance-
In regards to the recent ministerial announcement on council rents we are keen to learn how other council's are dealing with the practicalities and in particular:
How many councils intend to implement the rent decrease, how have they arrived at the decision to decrease rents or not?
How do they plan to implement the decrease in practice, for example:
- When will the decrease be implemented (ie, now or mid year…next year?), what are they doing about the notice, ie, re-serving, or not?
- Have they issued advice to their residents (mail shot or media press) and if so what have they said? What sort of feedback have they received?
- Have they re-consulted with tenants to get their opinion on the current situation and also the bigger picture?
Many thanks
08-04-09
(Heidi Rees, North Kesteven District Council, Heidi_Rees@n-kesteven.gov.uk, 01529 308 396)
Gas and electric supplies
Miscellaneous-
At Bolton at Home we have a number of issues with utility companies and replacing meters and changing suppliers to our current preferred supplier in void properties. These issues can cause delays of days and even weeks for our new tenants, and in some cases have led to customers having to stay in temporary accommodation for longer, cancel movers, or spend far too much time and money chasing for a new card or engineer.
Suppliers tell us there is no flexibility in the system to change supply companies, or the time it can take for an engineer to come to the property to either replace, fit or clear the debt off a meter.
We are looking at how we can address our own issues and I know other housing providers have similar issues. A number of posts on HQN attest to this.
So...given that as ALMOs, HAs and councils we manage a huge number of properties with existing or potential customers is there any power in numbers? If we got together as one would we have more clout?
Energy companies want the business, why else would they offer preferred supplier schemes?
I know the NHF joined the campaign to force energy companies to stop charging a premium for pre-payment meters, and that has worked. Is anyone doing anything else to see if we can get a better service for meter changes or supplier changes?
I'd be very interested in hearing your thoughts...we have a force of numbers, can't we use it?
Thanks
03-04-09
(Mark Leith, Bolton at Home, MARK.LEITH@BOLTONATHOME.ORG.UK, 01204 336770)
Lodging EPCs prior to A-rated boiler fit
Asset Management-
Sheffield Homes has a policy of not fitting boilers in vacant properties until tenanted to prevent risk of break-ins.
An A-rated boiler will be fitted at tenancy however the EPC will have already been lodged prior to boiler installation.
Our accreditor is now telling us we must issue a draft EPC to tenants which will be based purely on what's seen in the property therefore reducing the EPC score. We will then have to revisit the property once the boiler has been fitted and lodge the final EPC to get the correct rating.
Are any other authorities/HAs/ALMOs having the same issues?
27-03-09
(Chris Lake, Sheffield Homes, christopher.lake@sheffieldhomes.org.uk, 0114 2735593)
Repairs completed during evenings and weekends
Asset Management-
Hyde is aiming to offer appointments for repairs during evenings and weekends by 2010. Have any other members implemented this and if so,what has the take-up been from residents, and any pitfalls experienced?
27-03-09
(Ian Jenner, Hyde Housing Association, ian.jenner@hyde-housing.co.uk, 02032 072710)
Aids and adaptations
Management-
We are in the process of reviewing how aids and adaptations are delivered by Green Vale Homes (LSVT) in conjunction with the Local Authority.
Does anyone have any examples of SLAs between RSLs and LAs they are willing to share? We also want to involve customers more in the service including a review and on-going service delivery and reporting information to customers and we are also looking to review our customer satisfaction forms that we currently use in conjunction with the local authority.
We are particularly keen to learn about good practice/partnership working arrangements with LAs in terms of reducing waiting times and providing major adaptations promptly for RSL tenants.
If anyone has any information on how you have achieved this could you please send details to me at Julie.smith@greenvalehomes.co.uk or contact me on 01706 836323 to discuss further.
19-03-09
(Julie Smith, Green Vale Homes, julie.smith@greenvalehomes.co.uk, 01706836323)
IT procurement
Strategy and Policy-
We are currently considering our options in regard to our IT system.
Obviously one option is to replace it. Is there any member organisation currently looking at a similar project and would they be willing to investigate the possibility of joining us?
19-03-09
(Philip Leighton, Cannock Chase District Council, philipleighton@cannockchasedc.gov.uk, 01543 0464413)
Mobile home sites
Performance Improvement and Efficiency-
I should be grateful to hear from any councils who own or manage non-gypsy mobile home sites where residents own their own mobile homes but rent the plots from the council. In particular I would like to know:
- Do you have a site warden?
- How much are the plot fees?
- Do you charge the full 10% commission following the sale of a mobile home?
Thanks
17-03-09
(Maureen Farnell, Tandridge District Council, MFarnell@tandridge.gov.uk, 01883 732806)
Using customer profile data to analyse service provision
Management-
Hello there.
I would like to hear about examples of good practice for using customer profile data across the six strands of diversity, specifically to provide information on the take-up of services and to identify barriers to accessing services.
Thanks
16-03-09
(Nairn Davidson, Luminus Group, nairn.davidson@luminus.org.uk, 01480 428724)
Customer complaints
Management-
We are reviewing our customer complaints policy/procedure and looking for best practice. It would be good to hear from a high performing RSL and possibly visit several organisations to discuss the process and how it is implemented.
06-03-09
(Amanda Tattershall, Paradigm Housing Group, amanda.tattershall@paradigmhousing.co.uk, 01494 588266)
Gas/electric supplies to new let properties
Development and Regeneration-
We are having a problem with connecting gas/electric supplies to new let properties. The utility companies will not connect supply until the tenant has moved in but there is often several days delay. Has anyone got any ideas how to get round this?
Thanks
03-03-09
(Liam Dawson, Luton Borough Council, Liam.Dawson@luton.gov.uk, )
Consulting on rent setting
Finance-
At Islington we're in the process of reviewing the way we consult with tenants and residents on setting rents, fees and charges. We currently consult through reports sent to our ALMO’s consultative area housing panels.
However, we find that these reports are complex and difficult to understand for the layperson. If anybody has any best practice examples of written material, or specific forums used to consult on these issues it would be much appreciated if you could share them with me.
In return we’d be happy to share examples of our current and future consultation arrangements.
Please contact me to discuss.
03-03-09
(Bryony Willett, Islington London Borough, bryony.willett@islington.gov.uk, 0207 527 7713)
Voids
Strategy and Policy-
We are experiencing problems providing a power supply to our void properties for our operatives. This is particularly vital when they are working in the winter months.
Does anyone have a solution other than the provision of generators?
We are aware of 'power cards' but due to the number of suppliers and the fact there can be a debt remaining the suppliers are reluctant to help us.
02-03-09
(Andrew Welton, City West Housing Trust, andrew.welton@citywest.org.uk, 0161 605 7589)
Pests and vermin
Inspection-
Does anybody have a policy on pests?
If so, could I have sight of it please?
Does anybody know the legal implications of not having a pest policy?
02-03-09
(Tina Key, Shoreline Housing Partnership, tina.key@shorelinehp.com, 01472 572010)
Alternatives to Possession
Strategy and Policy-
Following our recent Audit Commission inspection we are interested in looking at alternatves to possession for rent arrears. We only put people in court as a last resort and follow the pre-action protocol but we would be interested to find out what other organisations do in relation to this?
26-02-09
(Paul Bayes, Green Vale Homes, Paul.bayes@greenvalehomes.co.uk, 01706 836309)
Former Tenant Arrears – incentives for early payment of debt
Finance-
Can you please help with some research. I am interested to know if there are any organisations that offer incentives to former tenants for early payment of debt? Eg, when they leave their tenancy owing debt - if they pay within a prescribed period then some of the debt can be written off.
Also are there any Schedule 1 consideration and how successful have any schemes been in collecting additional debt?
Many thanks
17-02-09
(Allison McVeigh, Coast & Country Housing, allison_mcveigh@cchousing.org.uk, 01642 771350)
Housing Associations and Environmental Protection Act 1990
Management-
There is a considerable number of ALMOs that are using the EPA 1990 for gas servicing purposes. Are there any housing associations that use the EPA 1990 to gain access to carry out gas servicing?
06-02-09
(Paul Msatida, Knowsley Housing Trust, paul.msatida@k-h-t.org, 01512907057)
Translation/interpreting policy
Development and Regeneration-
Does your organisation have a translation policy? If so, would you be happy to share that with me please? If your organisation doesn't have one, what kind of procedure do you have in place for dealing with requests for translation, eg, do you just translate on request?
Many thanks
06-02-09
(Jane Searle, Paragon Community Housing Group, jsearle@paragonchg.co.uk, 01932 235722)
Gas and electric supplies for new tenants
Performance Improvement and Efficiency-
I am looking at trying to resolve some issues we have around getting gas and electric supplies connected for new tenants.
We have an agreement with a provider for them to provide gas and electric but the problem we are facing is around pre-payment meters, particularly when there is an existing debt. Often it is taking several days for the provider to send the new tenant a pre-payment card, leaving vulnerable customers without gas/electric for a number of days. We are then faced with the issue of rent accruing on a tenancy that cannot be lived in.
I would like to know if any other landlord has been able to resolve these issues and how?
05-02-09
(Tibha Patel, Bolton at Home, tibha.patel@boltonathome.org.uk, 01204 335411)
No access policy/strategy
Strategy and Policy-
We are currently carrying out major investment programmes of work in our housing stock in order to meet the Scottish Housing Quality Standard by 2015.
We have a growing number of tenants either refusing the work or not providing access for the work to be carried out.
We would like to develop a policy/strategy for dealing with this and would appreciate it if any other members could assist.
04-02-09
(Jim Andrew, North Ayrshire Council, jandrew@north-ayrshire.gov.uk, 01294 225014)
Asbestos surveys - effect on void turnaround time
Inspection-
Where there isn't an asbestos survey (type 2 or 3) to reference and one is required prior to working on a void property, how are members reporting/dealing with the delay in starting work?
Surveys can take a minimum of three days to be produced, probably more in reality, with a 'key to key' target of 26 days the loss of three/five days is significant.
Surveys can also result in 'notifiable' asbestos being identified which may need removing and the HSE being notified via the ASB5 form. How do members report/deal with this variation?
Any information on procedures, legitimate reporting exclusions, etc, would be appreciated.
03-02-09
(Pete Elmer, Solihull Community Housing, pelmer@solihullcommunityhousing.org.uk, 0121 7171645)
Repair inspections
Inspection-
I was just wondering if anybody has any good practice examples of pre-repair and post-repair inspections?
Many thanks
03-02-09
(Phil Citrone, Paradigm Housing Group, philip.citrone@paradigmhousing.co.uk, 01494 588225)
Resident census
Performance Improvement and Efficiency-
BVT are currently working towards carrying out a full census of their residents, regardless of tenure, in mid 2009 following the Audit Commission's expressed requirement that all 'excellent' HAs should have a substantial customer profile.
I would like to hear from anyone who has gone through this process and if their is any good practice/lessons learnt from the exercise and if there were any data protection problems encountered particularly with reference to the storing and up keep of demographic information?
Thank you very much for your help, in anticipation.
26-01-2009
(Ashleigh Evans, Bournville Village Trust, ashleighevans@bvt.org.uk, 0121 415 6515)
Potentially violent tenants
Development and Regeneration-
I am looking to write a policy, procedure and staff guidance for dealing with potentially violent tenants, looking around the following:
- How do we define a potentially violent tenant
- Who needs to be alerted?
- How regularly do we review?
Does anyone have any sort of policy in place?
23-01-09
Thanks
(Justine Carroll, Willow Park Housing Trust, carrollj@willow-park.co.uk, 0161 946 9526)
Environmental health hazard rating 1
Inspection-
I'm interested in finding out how other local authorities deal with rehousing applications where Environmental Health have deemed the property to have a hazard 1 rating for being overcrowded by one bedroom?
12-1-09
(Daniela Lucci, Bristol City Council, daniela.lucci@bristol.gov.uk, 01173 533041)
Shared supported housing - benchmarking
Strategy and Policy-
Calico Housing has a number of shared supported housing properties for individuals with learning disabilities.
Calico is the landlord but not the support provider. The support is commissioned by our local social services.
We are currently developing our service as a landlord and would like to hear from anyone who would be willing share good practice documentation, policies and procedures. We are particularly interested in the following areas:
• Sevice level agreements with support commissioners and support providers
• Tenancy agreements
• Nomination and allocation procedure/protocols
• Landlord and support provider responsibilities in relation to health and safety, eg, risk assessment, fire checks
• Review visits.
Many thanks
12-01-2009
(Sarah Harker, Calico Housing, sharker@calicohousing.co.uk, 01282 686361)
Housing needs surveys
Development and Regeneration-
We are looking to carry out a housing needs survey of the whole of our district (which is both urban and rural). Has any other local authority carried out a recent housing needs survey? If so I would really like to hear from them to discuss who they used, methodology, questions, etc
09-01-09
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Use of text messaging within HAs
Performance Improvement and Efficiency-
I was wondering if anyone has adopted text message services into any area of business within their own HA.
If so, please can you answer the following questions:
How successful/effective was it?
What did it replace?
Was it expensive to set up and maintain?
Which service provider do you use and what makes them better than others?
Your response would really help us with our research.
08-01-09
(John Obidipe, One Housing Group, jobidipe@onehousinggroup.co.uk, 0207 4285577)
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Cora Vigar, Head of Corporate Services, Barnet Homes -
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Evan Reynolds, Reading Borough Council