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There are 364 articles in total.
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Day to day repairs service for leaseholders
Asset Management-
Greenfields Community Housing are investigating offering a day to day repairs service for leaseholders. Has any organization experience of such an investigation and what were the outcomes?
(Mike Gosling, Greenfields, mike.gosling@greenfieldsch.org.uk, 01376 535400)
Social Lettings Agency
Strategy and Policy-
We are looking to set up a Social Lettings Agency and are looking for anyone willing to share information with us about their own agencies.
We would be looking for things such as contractual agreements with landlords, policies, procedures and any other information that people would be willing to share.
(Jeremy Walter, Slough Borough Council, Jeremy.Walter@slough.gov.uk, 01753 875404)
Tenancy Policy
Strategy and Policy-
We transferred all our housing stock to the LSVT company in 2004.
However, during 2009/10 we were successful in a bid for Local Authority New Build and now have 82 units owned by the Council. These units are mananged by the LSVT company.
Will we be required to produce a Tenancy Policy for our Council housing stock? We are currently working with our sub regional partners to develop a Tenancy Strategy.
If any other authority is in a similar situation it would be useful to hear what you are doing.
(Karen Kelly, Hartlepool Borough Council, karen.kelly@hartlepool.gov.uk, 01429 284117)
Charging tenants for mutual exchanges
Management-
Is anyone re-charging their tenants for the cost of gas and electrical checks on mutual exchanges? Or charging an administration fee?
If so, have you had any complaints from tenants and has charging reduced the number of abortive exchanges? Do you waive/reduce the charge for any particular groups?
20-04-12
(Carol Hall, Aldwyck Housing Group, carol.hall@aldwyck.co.uk, 01582 869280)
Rural Affordable Housing
Strategy and Policy-
Can anyone advise of organisations that undertake (or could) a rural affordable housing enabling role in the Warwickshire region? Initially it would be for a 12 month fixed term period on a part time basis.
17-04-12
(Abigail Hay, Warwick District Council, abigail.hay@warwickdc.gov.uk, 01926 456044)
Risk assessments for evictions
Miscellaneous-
Does anyone have a specific risk assessment procedure please for evictions, and the subsequent storage of belongings?
Or do you follow a generic lone working policy?
16-04-12
(Samantha Webster, Hull City Council, sam.webster@hullcc.gov.uk, 01482 612092)
What to include in annual reports
Miscellaneous-
We are preparing our annual report. We are obliged to provide details of complaints performance and outcomes, wider performance and information on repair and maintenance budgets. We are unsure if we should include the Board's self assessment.
What are others covering in their annual reports?
12-04-12
(Dawson Noone, City West Housing Trust, Dawson.Noone@citywest.org.uk, 0161 605 7661)
Development Agreements
Development and Regeneration-
Does anyone have any examples of a development agreement they have set up between a Local Authority and an RP to carry out an estate regeneration scheme?
We are about to partner an RP to redevelop a number of Unity homes we have and I would like a formal development agreement in place to ensure that obligations of both parties are clearly set out and review mechanisms/delivery clauses are included.
Any sample agreements gratefully received!
10-04-12
(Julie Abbey-Taylor, Mid Suffolk District Council, julie.abbey-taylor@midsuffolk.gov.uk, 01449 724782)
Business Review Housing Advice
Performance Improvement and Efficiency-
I'm about to start a business review of our Housing Advice service (primarily homelessness prevention, but including homelessness), to provide a more efficient and streamlined service for customers.
Have any other authorities carried out a similar review recently? Or are there any examples of good practice in providing Housing Advice services that anyone could share?
Thank you
02-04-12
(Kathryn Manning, Bristol City Council, Kathryn.manning@bristol.gov.uk, 0117 352 1532)
Fuel poverty schemes
Miscellaneous-
We are considering setting up a ‘low cost’ loan scheme through a local credit union to assist our tenants in paying their fuel bills – particularly to help with minimum delivery volumes for oil discounts.
Has anyone tried a similar type of scheme? Or had success with an alternative approach to tackling fuel poverty?
19-03-12
(Mike Gosling, Greenfields, mike.gosling@greenfields.ch.org.uk, 01376 535400)
Selling former tenant arrears
Management-
Claire Rowlands
Has anyone ever sold their former tenant arrears debt to a debt purchasing company?
I am interested in the cost and legal implications and also which debt companies specialise in working with social housing / local authorities.
12-03-12
(Claire Rowlands, South Tyneside Homes, claire.rowlands@southtynesidehomes.org.uk, 0191 426 8392)
Repairs and maintenance of hostels
Miscellaneous-
We are a non-stock holding authority and we own and manage a number of homeless hostels.
We are looking at options for the repairs and maintenance of the hostels.
Has anyone let a contract of this type, and if so, would they be willing to share a draft contract specification?
09-03-12
(Emilia Plotka, Borough of Broxbourne, erp.housing@broxbourne.gov.uk, )
Communications strategy
Strategy and Policy-
Has anyone produced a new, or are in the process of updating their communications strategy?
We have just started the process of reviewing ours and would like to see what others are doing and how you are incorporating new legislation.
Many thanks
05-03-12
(Linda Nash, Kettering Borough Council, lindanash@kettering.gov.uk, 01536 535650)
Affordable rent
Miscellaneous-
We are exploring the option of charging Affordable Rent (ie, 80% of market rent) on a number of refurbished properties and this would only apply for new, not existing tenants.
I am, however, concerned that the rents would be part of the calculation for rent rebate subsidy limitation (rent capping) and thus generate housing benefit subsidy penalties for us; such that we in effect lost most of the additional rent.
Is anyone aware of any way that these rents could be excluded from that calculation?
Our initial reaction is that they are part of the calculation at this stage which fundamentally undermines the approach of charging Affordable Rent on any property.
28-02-12
(Graeme Smith, Hull City Council, graeme.smith@hullcc.gov.uk, 01482 613081)
Asking new customers for deposits
Miscellaneous-
We are currently reviewing our lettings policy and are looking into the feasibility of asking new customers to pay a deposit before they move into their home. The deposit would be to help remind customers of their responsibility not to leave any arrears when they end their tenancy; keep to the terms of their tenancy agreement and return their home to us in a reasonable state at the end of their tenancy. We are considering a deposit of a maximum of two weeks rent. There are clearly a number of good management reasons to do this, but also a number of problems for some people to be able to find the money for a deposit. Alternatively, we might just consider a much smaller deposit for returning keys at the end of the tenancy.
Does anyone have any experience, good or bad, of this that they would be able to share?
We would also be interested in other people's ideas/alternatives to requesting a traditional deposit.
16-02-12
(Alicia Pearson, Irwell Valley Housing Association, alicia.pearson@irwellvalleyha.co.uk, 0161 610 4792)
Cost Floor Rule and Right to Acquire
Finance-
Please can anyone tell me whether the Cost Floor Rule applies to Right to Acquire sales?
I would be very grateful for your response.
16-02-12
(Fatima Begum, Calico Housing, fbegum@calico.org.uk, 01282 686342)
Cyberbullying/harassment
Management-
Would any organisation be willing to share any information they have regarding dealing with cyberbullying/harassment between tenants?
Do you have any policy or procedure specifically for this relatively new phenomenon?
I am particularly interested in hearing from organisations that have taken legal action or are in the process of taking action against their tenants. Have you used any other form of interventions which have been successful?
Any help members can give will be greatly appreciated.
16-02-12
(Anthea Power, Harvest Housing Group, anthea.power@harvesthousing.org.uk, 01925 856 680)
Probity policies
Inspection-
I have been asked to review my organisations probity policies.
As part of doing this I would like to do some benchmarking on the various allowances organisations have.
I would be grateful if any organisations that have reviewed their policy in the last 18 months could share them with me.
I am happy to share any work I do with anyone who contributes.
16-02-12
(Paul Moralee, Derwentside Homes, p.moralee@derwentsidehomes.co.uk, 01207 524212)
Evaluation of learning and development
Miscellaneous-
We would like to put in place a system/procedure for centrally monitoring and evaluating the effectiveness of learning and development throughout the organisation. This would include:
- Making clear the hidden costs such as management time or staff cover for those attending training
The purpose is to have information which shows whether or not:
- Training is delivering operational effectiveness, meeting business objectives
- Training is resulting in achievement against performance appraisal development and target costs are reasonable.
If you have a system/method/procedure in place that meets the above criteria, we would be grateful if you could share it with us. Any other information you think might be useful would be welcome too.
09-02-12
(Di Lynch, Raglan Housing Association, di.lynch@mail.com, 01189 099287)
Flexible tenancies
Strategy and Policy-
We operate an introductory tenancy scheme. With flexible tenancies does the fixed term start at the end of the introductory period or can the one year introductory period be included in the fixed term period?
For example does a five year fixed tenancy start at the end of the one year introductory period (therefore in effect it is a six year period) or is the tenancy granted for a fixed term of five years with the first year being introductory (therefore equals a total of five years)?
09-02-12
(Carol Brannan, Berneslai Homes, CarolBrannan@berneslaihomes.co.uk, 01226 774267)
Tenant reward schemes
Performance Improvement and Efficiency-
Please can anyone help with my question below?
Do you offer rewards to working families who are tenants in light of the 7% rent increase.
Any responses in writing or phone will be very much appreciated.
09-02-12
(Carol Adams, Basildon District Council, carol.adams@basildon.gov.uk, 01268 465148)
Affordable housing issues - examination in public of core strategy
Strategy and Policy-
Have any housing authorities been involved in the core strategy development and been through EIPs. If you have are you willing to be contacted by us?
27-01-12
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Publicity ideas
Finance-
Does anyone have any successful promotion documentation to share, I am wanting to be very creative and wacky in encouraging tenants to pay their rent and contact the financial inclusion services within livin?
I would be very grateful.
27-01-12
(Jan Welsh, Livin, jan.welsh@livin.co.uk, 08455055500)
Pets and leaseholders
Management-
We’re developing our pet policy at the moment and the intention is that we will limit the number of pets people living in different properties can have and, for some properties (eg, flats with communal entrances only) we are only permitting one caged animal (ie, no cats or dogs).
One major issue we’ve come up against is how we deal with leaseholders. We’ve got no problem having a pet policy that applies to tenants and applicants for housing as we can change the tenancy agreement and our lettings criteria. However, we have a number of different leases that all say different things. This means we would have to ask each leaseholder to agree to a variation of their lease or try to impose a change which is not really viable financially.
Obviously this will cause some friction, especially if tenants are told they cannot house particular animals but leaseholders are free to do so.
Can anyone else offer any advice on how they deal with leaseholders and pets?
25-01-12
(Emma Garland, North Lincolnshire Homes, emma.garland@nlhomes.org.uk, 01724 298647)
Document imaging
Performance Improvement and Efficiency-
Does anyone use document imaging technology for new tenants sign-up? If yes, was the system internally developed or did you purchase/rent it from an external source?
Contact:
Neville Elliott (Quality Improvement Manager), 02083568802, email: neville.elliott@hackneyhomes.org.uk
Paul Dixon (Project Officer), 02083562060, email: paul.dixon@hackneyhomes.org.uk
Many thanks
19-01-12
(Paul Dixon, Hackney Homes, Paul.Dixon@hackneyhomes.org.uk, 0208 3562060)
Successful promotion of mutual exchanges
Management-
In light of the impending welfare reform changes, Rochdale Boroughwide Housing are exploring options for making the best use of its housing stock including the potential to maximise the effective use of mutual exchanges.
Have any organisations done any active promotion of their schemes to this end or got examples of effective partnership working with HAs/other housing providers in their area?
I would be grateful for any new ideas or guidance as to how we could promote this in order to support tenants currently threatened by the advent of legislative change.
Thanks
18-01-12
(Vicki Haslam, Rochdale Boroughwide Housing, vicki.haslam@rbh.org.uk, 01706 273804)
Smoke alarm servicing/testing in domestic properties
Asset Management-
We are currently reviewing the smoke alarm testing and servicing intervals in our domestic dwellings.
Our current 3* gas servicing contract includes a requirement that the contractor test and service smoke alarms fitted within tenants dwellings. They do so at the same time the annual gas service is carried out, thus significantly reducing the cost of having to pay for a separate visit.
For those dwellings that do not have gas, we have looked at applying the same annual test/service but the cost is rather horrendous.
Has anyone else looked at this issue and put together a smoke alarm test/service programme?
17-01-12
(Paul Crow, Jephson Homes Housing Association, paul.crow@jephson.org.uk, 01908 226555)
Obtaining a tenancy by deception
Miscellaneous-
What preventative measures do other authorities and HAs take to ensure that tenancies are not obtained through deception? This could include application, pre sign-up, new tenancy visits and yearly tenancy audits.
How do you deal with an applicant pre tenancy or post tenancy that has obtained a tenancy by deception? For example:
- What evidence have you collated?
- Do you interview under caution?
- What action have you taken against the person obtaining the tenancy by deception?
- Do you have a separate advice sheet on tenancy fraud at sign-up or post tenancy visit?
Thank you
12-01-12
(Kerrie Lammiman, Hull City Council, kerrie.lammiman@hullcc.gov.uk, 01482 614282)
Tenant cashback for repairs and maintenance
Asset Management-
I’m interested in any examples of where tenant cashback for repairs and maintenance is working and how, or where organisations have decided against it and why. Are there any examples of customer consultation?
Any help would be most welcome.
Many thanks
06-01-12
(Chris Thompson, Homes for Northumberland, chris.thompson01@hfn.uk.com, 01670 542099)
Legal services
Miscellaneous-
I am presently reviewing the provision of legal services to include the option of bringing all or part of the service in-house.
Please can you let me know if you have brought all or part of the service in-house, or indeed, have outsourced an in-house service?
Many thanks
04-01-12
(Claire McKenna, Synergy Housing Group, claire.mckenna@synergyhousing.co.uk, 01202 308607)
Car parking
Miscellaneous-
We are currently thinking of ways in which we can improve car parking on our housing estates.
I wondered if anyone has had any problems with parking in the past, such as the amount of space, neighbour disputes, security, etc, and what you have done to address/improve this.
Thank you
20-12-11
(Rachel Ford, Mid Devon District Council, rford@middevon.gov.uk, 01884 234936)
Electrical testing regime
Asset Management-
We are reviewing our electrical testing, maintenance and improvement policy at present. I would be very interested to hear from colleagues about any policy or advice they may have regarding this.
Especially for periodic and void testing, it would be useful to know:
- How often carried out?
- The level of testing applied (to an; ACOP, BS, legislation, guidance note or similar).
I would also be interested in details of any standards adopted, and whether agreed with residents in some way (minimum number of sockets per room, outside lights, etc).
All answers appreciated, no matter how brief.
Thank you
14-12-11
(Stewart Gayden, GreenSquare Group, stewart.gayden@westlea.co.uk, 01249 466161)
Sheltered housing
Miscellaneous-
Under the current economic environment and financial cut backs there are many changes affecting existing services. In respect of the sheltered housing service, including lifelines, has any organisation introduced a policy/procedure for customers who cannot pay due to financial pressures or who will not pay?
14-12-11
(Gary Hepworth, Hull City Council, gary.hepworth@hullcc.gov.uk, 01482 614320)
Changes to tenants promises made in original local offer documents when transferred
Miscellaneous-
I have been asked to conduct some research to see how other HAs have approached changes to the tenants promises made in their original local offer documents when they transferred. For example, how they have provided consultation to tenants, the TSA and the strategic local authority, as we may need to do some amendments to our promises as well.
Any help that you can give me would be greatly appreciated.
09-12-11
(Rachel O'Kane, Livin, rachel.okane@livin.co.uk, 0845 505 5500)
Home loss payments - double decanting
Management-
It is our policy to offer permanent moves to decanting tenants. In exceptional circumstances we may have to move tenants into temporary accommodation before finding them a permanent home. Our approach is to grant assured shorthold tenancies and serve a S21 notice, but allowing the AST to rollover until a permanent home is found.
My question is whether there is a legal requirement [under the Land Compensation Act 1973] to pay a second home loss payment if the length of occupation of the temporary home lasts for more than a year?
09-12-11
(Mark Slowikowski, Islington & Shoreditch HA, marks@isha.co.uk, 020 7704 7351)
Managing crash pads for young people
Management-
Derby Homes is working towards a partnership with our local YMCA on a scheme to enable vulnerable young people to stay in our properties for a short time (as little as a week or shorter) as part of a multi-agency support package enabling them to get back on their feet.
There are lots of potential risks with such schemes. Therefore we'd be grateful to hear from other landlords who may operate established crash-pad schemes - in particular we'd be grateful if other landlords could share their practices, management agreements or protocols with us concerning such schemes.
09-12-11
(Mark Crown, Derby Homes, mark.crown@derbyhomes.org, 01332 888595)
Tenant panels
Miscellaneous-
In light of the revised regulatory framework due to come into effect in April 2012, please can you help with the following questions?
What experience can organisations that already have tenant panels share?
For example, how did you recruit tenants to the panel, and what positive outcomes have already been achieved?
09-12-11
(Melanie Clay, Ashfield Homes, m.clay@ashfieldhomes.co.uk, 01623 608927)
Policies for disposing of vehicles as assets
Asset Management-
We currently have vehicles as assets within the group and it is coming to the time where we need to dispose of them.
As a group we no longer purchase vehicles as we lease them instead. We are therefore unable to trade-in for new vehicles.
Does anyone else purchase their vehicles? If so, do you have a policy on selling the vehicle? If not, do you have general guidelines, ie, do not sell the vehicle to staff, etc.
I would be very grateful if you could let me know.
02-12-11
(Keith Skelly, Harvest Housing Group, Keith.skelly@harvesthousing.org.uk, 0161 248 2342)
Adding to affordable housing stock via special purpose vehicles or joint venture developments
Development and Regeneration-
Question for stock-holding authorities:
Has anyone set up a special purpose vehicle or other type of company which operates outside their Housing Revenue Account to build or buy affordable housing units to add to the HRA stock?
I am particularly interested in whether this would allow the development of housing for private sale to cross-subsidise affordable housing.
Also, have any local authorities had a successful joint venture with a private developer which produces a mixed tenure development with affordable housing being added to the HRA stock, using land owned by the council?
Many thanks.
30-11-11
(Nick Molyneux, Guildford Borough Council, nick.molyneux@guildford.gov.uk, 01483 444242)
Census - response rates
Performance Improvement and Efficiency-
SHG are currently carrying out a full census of all our residents, regardless of tenure, to provide more complete profiling information.
I would like to hear from anyone who has gone through this process to find out what return rates you achieved, so I know what percentage is reasonable for us to aim for.
Thank you very much for your help, in anticipation.
30-11-11
(Sarah Platt, Shropshire Housing Group, sarah.platt@shropshirehousing.org.uk, 01588 676210)
Cost benefit analysis of staff training
Miscellaneous-
We are currently trying to establish a method of calculating the benefit to the association in financial terms of any internal/external training staff participate in.
We would be interested to hear from anyone who has undertaken this sort of exercise.
29-11-11
(Paul Lipscombe, Raglan Housing Association, paul.lipscombe@raglan.org, 01202 338180)
Air source heat pumps
Asset Management-
We are contacting tenants who have recently had air source heat pumps installed to establish how the system is performing, and what impact it has had on utility costs and usage of the system.
Prior to the install, the properties operated electricity storage heaters using economy 7.
Has anybody undertaken a similar exercise, and they would be happy to share questions they asked their tenants.
18-11-11
(Derek Conway, Green Vale Homes, derek.conway@greenvalehomes.co.uk, 01706 836334)
Bin chutes
Miscellaneous-
We are looking to do a trial on one of our housing sites to shut off the bin chute in the hope that it will increase recycling and mean that we don’t have to send teams out to unblock it regularly. The building is only four storey’s high and contains 19 flats so not huge, but if this goes well we would potentially look at doing this at other sites.
I was just wondering if anybody else in The Network has done this and what they put in place to achieve this and getting the residents onboard. Any advice, sample letters, project plans, enforcement info used, etc, would be gratefully received.
18-11-11
(Abigail Hay, Warwick District Council, abigail.hay@warwickdc.gov.uk, 01926 456044)
Heat electric systems
Asset Management-
We are contacting tenants who have recently had heat electric systems installed to establish how the system is performing, and what impact it has on utility costs and usage of the system.
Prior to the install the properties operated electricity storage heaters using economy 7.
Has anybody undertaken a similar exercise, and they would be happy to share questions they asked their tenants.
18-11-11
(Derek Conway, Green Vale Homes, derek.conway@greenvalehomes.co.uk, 01706 836334)
Asbestos surveys
Asset Management-
I have been asked to determine how other authorities are categorising their housing stock particularly with regard to carrying out refurbishment and demolition asbestos surveys.
North Ayrshire has at present a stock of 13,300 properties and wishes to carry out a survey for 10% of identifiable types.
With this in mind it would be beneficial to know how other authorities have broken their stock down into manageable numbers to achieve this.
Unfortunately the timescale for this part of the exercise is very short and I would welcome any response you could provide.
11-11-11
(Ian Cathcart, North Ayrshire Council, icathcart@north-ayrshire.gov.uk, 01294 225156)
Housing policy - mobility scooters
Miscellaneous-
We are drafting our mobility scooter policy and would be grateful for your copy and/or experiences. (I like your policy, Newcastle – great advice and guidance. I will be issuing similar help separately).
Do any of you allow mobility scooters subject to an application/consent scheme? I am thinking of introducing – how has it gone for you?
We cannot give consent for storage outside. Have you had to spend additional finance on alternative storage/adaptations?
It would also be good to get any London authority fire risk strategy plans, please.
Any other tips?
11-11-11
(Rachael Crellin, Greenwich London Borough, rachael.crellin@greenwich.gov.uk, 020 8921 3740)
Contents insurance - opt out
Asset Management-
Does anyone implement a contents insurance opt out for tenants at sign-up?
I am currently looking at ways to improve the take up of contents insurance and would welcome any suggestions/ideas to improve this.
09-11-11
(Debbie Lavis, Watford Community Housing Trust, debbie.lavis@wcht.org.uk, 01923 209018)
Specialist rent team structures
Management-
Rochdale Boroughwide Housing is currently undergoing a re-structure, moving away from generic area-based service delivery towards more specialist teams.
Would any organisation be prepared to share the following information in relation to its rent collection/arrears team structure?
- Structure charts
- Number of properties managed
- Current total rent arrears
- Job descriptions
- Arrears policy.
08-11-11
(Nigel Allan, Rochdale Boroughwide Housing, nigel.allan@rbh.org.uk, 01706 273832)
Theft of copper piping/cable and boilers from empty properties
Miscellaneous-
Have any organisations put measures in place to help prevent the increasing theft of copper piping/cable and boilers from empty properties? Would you be willing to share these details with me?
Many thanks
08-11-11
(Stefanie Weirs, St Leger Homes of Doncaster, stefanie.weirs@stlegerhomes.co.uk, 01302 862727)
Organising tenant and community events
Miscellaneous-
Can any other members help regarding a procedure you may have in place for the organising of small to medium-sized events (10 to 1,000 attendees) for tenants and the local community, organised by neighbourhood officers.
Would anybody be willing to share their procedure so I can compare what I have and see if I can improve on any section?
Any feedback would be appreciated.
04-11-11
(Colin Wibberley, Synergy Housing Group, colin.wibberley@synergyhousing.co.uk, 01202 308600)
Communicating with residents with literacy issues
Miscellaneous-
We are currently investigating how we can better communicate with residents who have literacy issues or learning disabilities.
I'd be interested to hear from anyone who has produced a tenancy agreement/guide or any other documents addressing this issue.
01-11-11
(Paul Lipscombe, Raglan Housing Association, paul.lipscombe@raglan.org, 01202 338180)
Sign up benchmarking
Management-
We are reviewing our sign-up process and would like to know how other organisations carry them out quickly without compromising essential steps.
Our pack is currently made up of a series of forms and leaflets which have evolved over time and a sign-up currently takes approximately one hour 30 minutes to complete, including carrying out a financial assessment.
We would like to streamline this process and possibly introduce a sign-up DVD.
Please let us know if you have an efficient sign-up process that you would be willing to share and help us with some of our questions:
• Are there any checks or processes, eg, financial assessments which you carry out beforehand?
• Does anyone use a sign-up DVD? Do you give these to residents or just show them to them?
• Do you carry out group sign-ups?
• Do you use any new/mobile technology to carry out sign-ups?
• Have you found any other innovative ways to reduce sign-up time?
• Has anyone ever carried out or considered benchmarking tenancy completion with the private sector?
We would be very grateful to hear from you. If you wish to contact us directly, please contact Janki Tank at Janki.tank@familymosaic.co.uk or Alex Turner at Alexandra.Turner@familymosaic.co.uk
01-11-11
(Alexandra Turner, Family Mosaic Housing, alexandra.turner@familymosaic.co.uk, 020 7089 1120)
Home contents insurance
Management-
Has anyone made home contents insurance a condition of tenancy or levied a mandatory service charge for it? If so, has there been any problems?
19-10-11
(Mark McGee, Berneslai Homes, markmcgee@berneslaihomes.co.uk, 01226 772740)
Mutual exchanges on rural exception sites
Management-
1. Have any housing associations or councils encountered problems with tenants wishing to mutually exchange from a property built on a rural exceptions site?
2. Have housing associations removed the right to mutual exchange for those properties built on rural exceptions sites, or have they kept the right in?
3. If they have removed the right – have they encountered any problems following this removal?
I’d be grateful for any advice/contact on this subject.
19-10-11
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Fairer access policy or statement
Strategy and Policy-
Does anyone have a copy of a fairer access policy or statement for accommodation-based services in supported housing that they can provide me with?
14-10-11
(Godfrey Heyman, Swan Housing Association, gheyman@swan.org.uk, )
Funding DFGs for housing association tenants
Miscellaneous-
I am currently looking at expenditure on Disabled Facilities Grants for housing association tenants.
Whilst we have a memorandum of understanding with our largest HA and minor adaptations up to £1,500 are undertaken by them, larger works are dealt with by the tenant making a DFG application.
I recall that the Housing Corporation had guidance that HAs should usually fund their own adaptations (although they [or their tenants] retained a statutory right to some grants). The HC was clearly of the view that HAs should fund these themselves.
We currently spend around 67% of our DFG budget on adaptations for the main HA which is equivalent to some £800,000 of a total spend of £1.1m and is made up of 125 HA applications compared to 25 owner-occupier applications over the last 20 months.
As you no doubt appreciate, HA DFGs for tenants are non-recoverable, whereas others are within a ten-year period.
With budgets being ever more closely examined for savings I was looking for information on the number of HAs that fund their own adaptations rather than looking to DFG monies in line with the earlier HC advice.
Is anyone able to provide information on the number of HAs that undertake adaptations themselves or have agreements with LAs on the level of works that they might undertake to provide adaptations for their tenants? Alternatively are there any websites that may provide this information that I can access?
I have already asked for assistance from the TSA but they could not assist.
14-10-11
(John Freeman, Reigate & Banstead Borough Council, John.Freeman@reigate-banstead.gov.uk, 01737 276426)
Decent Homes - non-access to properties
Asset Management-
Does anyone have a policy, procedure, or any examples of best practice that they are willing to share, outlining the approach taken to overcome no access/refusals and gain access to tenants' properties to complete Decent Homes improvement works?
12-10-11
(Alison Blanchard, Harvest Housing Group, alison.blanchard@harvesthousing.org.uk, 0161 248 2381)
Diversity profiling and gender recognition
Miscellaneous-
Our diversity profiling does not currently ask about gender recognition and we want to change this. The Equality Act made gender reassignment a protected characteristic and it is generally considered good practice to gain an understanding of the needs of people with issues around gender recognition.
However, we are struggling to do this in a manner that allows us to use the information effectively and remain within the constraints of the Gender Recognition Act. Have any other members faced this issue and what was your response?
Many thanks
10-10-11
(Dawson Noone, City West Housing Trust, Dawson.Noone@citywest.org.uk, 0161 605 7661)
Private housing strategy
Strategy and Policy-
Hull City Council is a large retained stock local authority. We are about to write a new private housing strategy to sit beneath our housing strategy and would like to hear from anyone who has recently updated their private housing strategy and would be willing to send us a copy and have a quick chat about how they developed it. We are also particularly interested in seeing copies of enforcement and empty property policies.
If you would prefer to give me a call rather than post replies, my phone number is 01482 614201.
10-10-11
(Jane Medforth, Hull City Council, jane.medforth@hullcc.gov.uk, 01482 614201)
Charging for the administration of mutual exchanges
Management-
Derby Homes is exploring the possibility of making charges to tenants when a mutual exchange takes place.
What we'd like to know is:
1 Are there any organisations who already do this, and if so, how? For example, what elements of the process do you charge for? Would it also be possible to give us examples of the sort of charges you make?
2 Can any organisations share with us any cost saving measures they have found to be effective in the management of mutual exchanges?
Thank you in anticipation.
06-10-11
(Mark Crown, Derby Homes, mark.crown@derbyhomes.org, 01332 888595)
Compensation
Management-
I'd be grateful if anyone could send me their policy and procedure for making compensation payments to residents - all tenures and all circumstances for which compensation is considered, eg, loss of amenities, home loss, removal expenses, delayed repairs, etc. Also, any information about compensation budget(s) and compensation logs would be very helpful.
Many thanks
06-10-11
(Dianne Lynch, Raglan Housing Association, di.lynch@raglan.org, 01202 678731)
Mobile technology for estates and tenancy services staff
Miscellaneous-
Are any organisations using mobile technology in their management of estates and tenancy services? We are considering the use of such technology for estate management staff carrying out home visits, tenancy reviews/audits, estate walkabouts and inspections, etc. I am interested in the experiences of other organisation who have introduced this way of working, especially in relation to the costs and benefits.
04-10-11
(Dawn Statham, North Tyneside MBC/Homes, Dawn.Statham@northtyneside.gov.uk, 0191 6437915/7509)
Tenant panels
Miscellaneous-
At Colchester we are looking at the possibility of setting up a multi-landlord, borough-wide tenant panel to provide scrutiny and potentially act as a 'democratic filter' for complaints to the Ombudsman.
I would be interested in hearing from anyone who has begun something similar. Amongst other issues I would be keen to discuss:
- Remit of the panel
- Constitution, in terms of both member organisations and tenant members
- Issues which may need addressing within and between organisations, eg, synchronisation of policies/procedures.
Any information or ideas greatly appreciated.
Thank you
04-10-11
(Gerardine Murphy, Colchester Borough Homes, gerardine.murphy@cbhomes.org.uk, 01206 282826)
Allocations review and focus groups
Miscellaneous-
We are just about to go out for consultation on our draft allocations policy. We are looking to hold two focus groups, one with members and one with customers.
Has anyone else done anything similar? If so, I would love to hear from you regarding how you consulted and if you held focus groups, the format of the events.
28-09-11
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Property disposal guidelines
Asset Management-
Do any HQN members, especially strategic LA housing divisions, have updated guidelines/protocols for consent to disposal of stock by registered providers in their areas, which reflect the new housing provision regime by Government?
Disposal guidelines now being used by RPs would also be of interest.
27-09-11
(Steve Smart, Bristol City Council, steve.smart@bristol.gov.uk, 0117 352 5263)
Aids and adaptaions
Asset Management-
Has or does anyone have any information on means testing for social tenants before any adaptations are placed in properties?
Does anyone have a policy on this?
21-09-11
(Donna Rosser, Corby Borough Council, donna.rosser@corby.gov.uk, 01536464601)
Performance monitoring/reporting of tenant/resident walkabouts
Miscellaneous-
We currently conduct monthly area ‘patch’ walks across the city with tenant/resident volunteers and report the findings back to a tenant/resident monitoring group on a quarterly basis.
Does any other organisation do this and if so how do you record and present the data please?
21-09-11
(Samantha Webster, Hull City Council, sam.webster@hullcc.gov.uk, 01482 614208)
Routine repairs service review - benchmarking request
Performance Improvement and Efficiency-
Our organisation type: ALMO
Size: 16,000 homes
We are seeking to benchmark an element of our responsive repairs service. Specifically, we are interested in finding out from other organisations the number of routine repairs raised annually against other repair categories (emergency, urgent, normal/routine, or whatever else your categories may be).
If you're able to share information, please include the following in any response:
1 Type of organisation
2 Stock size
3 Repair categories/priorities that you use
4 Breakdown of your annual repair orders, typically for:
i) Emergency
ii) Urgent
iii) Routine/normal
If anyone has carried out a service/VfM review of their routine repairs service/performance, we'd be interested in hearing about any major learning, improvements or good practice that you identified or implemented.
If you need any further information in order to respond, please get in touch.
Thanks very much.
21-09-11
(Jayne Paterson, Enfield Homes, jayne.paterson@enfieldhomes.org, 0208 375 8369)
Long-term strategy for PRC (non-traditionally) built homes
Asset Management-
Has anyone developed a long-term strategy (up to 45 years) for Prefabricated Reinforced Concrete (PRC) homes?
We have a number of PRC homes constructed from a range of different build types.
Improvement and maintenance works together with regular specialist consultant inspections are undertaken to ensure the structural integrity of these property types and to monitor any deterioration. The consultants report mostly states 'good for another 20 years' and generally tenants are content to live in these homes which have good room sizes and large gardens.
We are in the process of formulating a long-term strategy which includes consideration of the following options:
1 Retain the stock and continue to maintain and manage in the stock long-term
2 Bring all stock up to a mortgageable standard
3 Redevelop all PRC sites and construct new homes
4 A mix of the above.
If you could let me have your views/experiences on this I would be very grateful.
20-09-11
(Stewart Gayden, Westlea Housing Association, stewart.gayden@westlea.co.uk, 01249 466161)
Sub-letting
Miscellaneous-
We have recently been advised that it is required that a tenant who wishes to sub-let their property would first have to register with the local authority as a private landlord, and that we should be making sure this is in place before we approve any sub-let going ahead.
Also we have been advised that the sub-let agreement should be a short tenancy with an AT5 notice.
If you could let me have your views on this and any examples of procedures/template agreements I would be very grateful.
15-09-11
(Ash Reid, Langstane HA, ash.reid@langstane-ha.co.uk, 01224 423107)
Photovoltaics and DNO
Asset Management-
Photovoltaic systems and district network operator
We are currently putting together a number of PV schemes and are having issues with our DNO where we wish to install clusters of PV systems.
It appears the electrical network and some electrical supplies to properties need upgrading in order that we can install these systems. Potentially we have a high number of electrical upgrades to do.
Does anyone else have the same issue?
13-9-2011
(Chris Moorhouse, Kirklees Neighbourhood Housing, chris.moorhouse@knh.gov.uk, 01484 416732)
Removing trading account system at a DLO and reverting back to direct budgeting
Asset Management-
We currently have a direct labour organisation and operate a trading account system. We are looking at the possibility of removing the trading account and reverting back to direct budgeting. We would be interested to hear from any other members who have stopped using a trade account and we would be grateful for information on what kind of system has replaced this.
07-09-11
(Amanda Bennett, North Warwickshire Borough Council, amandabennett@northwarks.gov.uk, 01827 715341)
Embedding equality and diversity
Performance Improvement and Efficiency-
I am looking at using either the HQN Embedding Equailty and Diversity toolkit or the Social Housing Equality Framework (SHEF) to assess our progress over the last two years. Has anyone compared or used both of these tookits and can advise on the pros and cons of both?
Thank you
02-09-11
(Angela French, Shropshire Council, angela.french@shropshire.gov.uk, 01691 677230)
Sustainability indicators : apportioning costs to an estate level
Asset Management-
We are currently developing a sustainability matrix to help assess the relatively "well being" and future viability of indiviudal estates.
As part of the matrix we want to agree a methodology for apportioning our overall operating/management costs down to an estate level.
Has anybody attempted a similiar excercise and can share their experience?
01-09-11
(Michael Barstow, Pennine Housing 2000, michael.barstow@togetherhousing.co.uk, 01484 824333)
Affordable rents and fixed-term tenancies
Strategy and Policy-
We have just received our offer from the HCA and are currently working on our policies with regards to affordable rents.
I just wondered if anyone might be able to share where they are in terms of:
- Have you agreed a position on AR and tenure with your local authority?
- If you are going to offer AR on fixed term or lifetime tenancies?
- What criteria you’ve used to select re-lets to convert to fixed terms?
- What criteria you are going to use to set the fixed term, eg, are you going to offer different terms for different circumstances?
- If you have agreed what criteria you will use when you review the fixed term, eg, will you look at income/under-occupation?
- How are you approaching this from the policy side of things? Are you drafting a separate policy to cover affordable rents/fixed terms or are you integrating this into existing policies?
- Are you intending to consult with tenants/prospective tenants on this?
25-08-11
(Emma Garland, North Lincolnshire Homes, emma.garland@nlhomes.org.uk, 01724 298647)
Customer segmentation
Miscellaneous-
I am leading a project on customer segmentation and would like to talk to anybody who has undertaken any similar work. I know a lot of organisations are considering it but I wonder if anybody has succeeded?
Thanks very much.
19-08-11
(Angela Ravenscroft, CityWest Homes, aravenscroft@cwh.org.uk, 0207 2452236)
Fencing policy
Strategy and Policy-
We are currently reviewing our fencing policy and would like to hear from others who have recently carried this out, if so, would you be willing to share with me?
22-08-11
(Chris Forbes, Rugby Borough Council, chris.forbes@rugby.gov.uk, 01788 533750)
Solar panels
Asset Management-
We have had a request from a resident for permission to install solar panels on the roof of their home.
Whilst we are generally happy to give permission to the resident, subject to the usual requirements (ensuring that it is installed properly and to a professional standard, making the resident aware that it is their responsibility to maintain it, etc), we would be interested to know if any other organisations have come across any particular problems or obstacles in terms of giving permission for this type of improvement.
18-08-11
(Jonathan Carr, Muir Group Housing Association, jonathan.carr@muir.org.uk, 01928 728044)
Breaches of tenancy when a deputyship is in place
Miscellaneous-
We are just about to take on the management of a new build scheme for customers with learning and physical disabilities. Each customer has a deputy appointed by the court of protection and will either be their parents or the local authority.
Does anybody have any knowledge or experience in taking action for breaches of tenancy in this kind of situation?
Any advice would be greatly appreciated as I can't seem to find this information anywhere!
16-08-11
(Laura Davies, South Staffordshire Housing Association, laura.davies@ssha.co.uk, 01785 312103)
Affordable rents - will you include extra care properties?
Strategy and Policy-
We are currently writing our affordable rent allocation policy and have come unstuck with regards to extra care properties.
There is a debate whether to let extra care properties at affordable rent due to already high costs. We fear that it may make the properties too expensive.
Are other organisations currently discussing this and has anybody come up with any justification for/against letting extra care properties at affordable rent?
I would appreciate your thoughts on this.
15-08-11
(Sarah Knapper, Saxon Weald Homes, sarah.knapper@saxonweald.com, 01403 22 6045)
Tracing former customers
Management-
Could any organisations share their practices with regards to tracing former customers? We currently refer to a tracing and collection agency, but I am keen to see if we can reduce costs, perhaps bringing this in-house via Experian or some other alternative.
I am particularly interested to hear from organisations who do not benefit from being able to directly access council/HB information to trace customers.
If you do this in house, what methods do you use, what does it cost and what would you estimate your success rate to be?
12-08-11
(Lee Steele, Orbit Group Limited, lee.steele@orbit.org.uk, 01788 566480)
Reports for energy profiling of stock
Asset Management-
We are looking to put together a document about the energy profile of LHT stock; this will include:
• Energy efficiency details
• Trend in tenure/length of tenures
• Stock profile
• Heating and insulation measures
• SAP
• Any future recommendations to improve stock.
We have most of this information available internally but would love to know if other registered providers have done this, and how?
We are looking for any reports you’ve already generated to look at their content and layout.
Thanks
Sam
09-08-11
(Sam Marshall, Symphony Housing Group, smarshall@lht.co.uk, 0151 708 2338)
Supporting People funding - accommodation-based v floating support models
Miscellaneous-
Hi
With the uncertainties surrounding Supporting People funding, we are currently looking into several options for the future of support in our properties.
Is anybody using floating support in their schemes for older people or is anybody considering using floating support as an alternative to accommodation-based support? What do your models of support look like?
If you, like us, are currently debating, piloting or doing these things, please contact me at sarah.knapper@saxonweald.com or call 01403 226045.
Many thanks and I look forward to some interesting discussions.
Sarah
3-8-11
(Sarah Knapper, Saxon Weald Homes, sarah.knapper@saxonweald.com, 01403 22 6045)
Notice to quit from tenants
Strategy and Policy-
I work for a large retained stock local authority and we are reviewing our notice procedures. I would like to hear from others about how you deal with notice being given following the death of a sole tenant. Specifically I am interested in answers to the following questions:
- Do you accept notice from 'next of kin'?
- If so, how do you establish that they are the tenant's next of kin?
- Do you have any priority order as to who you accept notice from following the tenant's death?
- If you accept notice from the next of kin, do you often become involved in family disputes around any goods left in the property or other matters?
- Do you, in all cases, notify the Official Solicitor and Public Trustee of the ending of the non-secure, contractural tenancy?
Thanks
3-8-11
(Jane Medforth, Hull City Council, jane.medforth@hullcc.gov.uk, 01482 614201)
Household members away at university/college
Management-
In respect of allocations, how do you consider family members who are studying away from their principal/parental home, but are on the application for rehousing with the household? Does anyone have a policy/practice on this, please, in respect of bedroom entitlement, etc?
29-07-11
(Samantha Webster, Hull City Council, sam.webster@hullcc.gov.uk, 01482 614208)
Security fire doors
Asset Management-
We are putting together a performance specification for security fire doors (front entrance doors). The environment is an inner city area and the stock is a mixture of high-rise, low-rise and street properties. There are crime hot spots in some areas. I should be grateful if you were willing to share information in relation to required front entrance door performance specifications suitable for use in this environment.
I'd appreciate early responses: and should you require further information, please do not hesitate to contact me.
28-07-11
(Lionel Dezoysa, Hackney Homes, Lionel.Dezoysa@Hackneyhomes.org.uk, 020 8356 1647)
Obtaining references
Strategy and Policy-
Housing 21 is looking into obtaining references for all housing applicants and I am hoping that other organisations can let me know what they are currently doing. There seems to be three ways of doing this, but they all have a downside:
- Get applicants to self-refer by answering a series of questions. However, this is not independent
- Ask for references at application stage. However, if an applicant doesn't get housed for some years, the reference will then be out of date
- Ask for references at offer stage. However, this could delay the letting of the property.
What are other organisations doing? Who do you ask for references (current/previous landlord/anyone else)?
Thank you very much in anticipation of any comments and advice you can offer.
20-07-11
(Andrew Cole, Housing 21, andrew.cole@housing21.co.uk, 0345 606 6363)
Heating cost compensation
Asset Management-
We recently installed a heating system as part of upgrades to properties which proved to be inappropriate and has required replacing. We are looking at guidelines/formulas used to compensate tenants for high heating costs caused by the installation of a heating system for which the preferred fuel tariff was not available.
19-7-11
(Derek Bell, Four Housing Group, derek.bell@berwickboroughhousing.co.uk, 08000 461 451)
Rural lettings policy
Miscellaneous-
We are currently reviewing our allocations policy and would like to hear from others that have a rural lettings policy. We are particularly interested to know how you define rural?
15-07-11
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Quality framework
Asset Management-
Our business improvement unit is currently setting up a quality framework within the housing department. If your organisation already has a quality framework in place, we would like to hear from you to learn best practice and avoid any potential pitfalls.
12-07-11
(Anne-Marie Hawes, Southwark London Borough, anne-marie.hawes@southwark.gov.uk, )
Rescinding termination notices
Management-
I would like to find out from other social landlords how they handle withdrawals of termination notices from tenants. Can anyone let me know:
1. Do you allow terminations to be rescinded?
2. If yes, is this based on working practices or legal advice? If you have a policy, I would appreciate it if you could forward it to me. If you don't have a policy, what criteria do you apply before accepting the withrawal of termination?
Thank you
11-7-11
(Kala Parmar, Leicester City Council, Kala.Parmar@leicester.gov.uk, 0116 2526255)
Disposal of stock policy
Asset Management-
We would be very grateful to any members who would be willing to share their policy on disposal of stock with us.
Many thanks
07-07-11
(Mary Walker, Harvest Housing Group, mary.walker@harvesthousing.org.uk, 07912 741180)
Service charge good practice
Miscellaneous-
We are currently reviewing our service charges in terms of how they're set, what is included within the charge and who they are charged to.
Is there any three-star organisation who would be willing to share good practice in relation to their whole service charge process?
Kind regards
Kirsty
01-07-11
(Kirsty Bennett, Gentoo Group Ltd, kirsty.bennett@gentoogroup.com, 0191 5255954)
Affordable rents - market rent assesssments
Miscellaneous-
I would be interested to hear from anyone who has established a valuation mechanism for affordable rent levels in accordance with the RICS recognised method.
28-6-11
(Sarah Durrans, Synergy Housing Group, sarah.durrans@synergyhousing.co.uk, 01202 308767)
Verification of housing applications
Management-
We have been working on the verification process for our housing applicants, and would like to know what evidence, if any, other providers take for overcrowding points? Do you accept the stated circumstances as correct? Do you have a home visit for every case with overcrowding points? Do you request any other evidence for overcrowding? Also, have you experienced any issues with people taking advantage of the points system relating to overcrowding, and how did you overcome this?
23-06-2011
(Ash Reid, Langstane HA, ash.reid@langstane-ha.co.uk, 01224 423 107)
Garage strategy - ALMOs
Strategy and Policy-
Hackney Homes is undertaking a fundamental review of its garage strategy, looking at a wide range of options.
I would be grateful if any colleagues who may have undertaken this type of work could feed back any advice and information.
Initially, I'm seeking thoughts on:
1 The use of commercial partners in the use of surface and underground garage sites, especially underground sites
2 Your current garage rental per week
3 Has anyone adopted a market rent approach, charging different amounts for garages depending on location, demand and quality, etc?
4 Has anyone leased out garages on an annual basis and if so, what sort of charges have you made?
5 Has anyone explored the 'internal market' for parking of council and partners fleet vehicles?
6 In London, has anyone considered the windfall revenue potential around the Olympics for parking (never mind the protection of residents' parking!)?
7 Potential for Hidden Homes?
8 Any other ideas?
Many thanks
22-06-11
(Barrie Cotton, Hackney Homes, Barrie.Cotton@hackneyhomes.org.uk, 0208 3565216)
Repairs feedback forms
Asset Management-
We'd like to see other people's customer repair feedback forms. If you have one you can share, please send it to:
jayne.paterson@enfieldhomes.org
The more the merrier!
Many thanks
8-6-11
(Jayne Paterson, Enfield Homes, jayne.paterson@enfieldhomes.org, 0208 375 8369)
Sheds and structures on communal land
Miscellaneous-
I would be grateful for any advice members have on granting tenants permission for sheds and other structures on communal land. I would welcome opinions on whether or not members withhold permission generally and, if so, has it been challenged as unreasonable?
Thank you
07-06-11
(Alison Lloyd, Harrogate Borough Council, alison.lloyd@harrogate.gov.uk, 01423 556818)
Photovoltaic panels – assigning the FITs to the landlord
Miscellaneous-
We will shortly be installing photovoltaic panels onto our social housing stock (we are an ALMO).
Our legal department has queried whether the assignment of the FIT to the landlord (the owner of the equipment) is sound and robust.
Have any other social landlords come across this issue and, if so, how did they resolve it?
02-06-11
(Chris Moorhouse, Kirklees Neighbourhood Housing, chris.moorhouse@knh.org.uk, 01484 416732)
HRA reform - information for tenants
Finance-
I am looking for examples of best practice in disseminating information about HRA reform and its potential impact to tenants.
Our main tenant organisation has been involved in the consultation process, and the subject has been aired in the tenants' newsletter; however I wonder whether a special newsletter is warranted and would welcome sight of any which have been produced.
If anyone has any examples they could send me that would be a great help.
31-05-2011
(Philippa Dale, Ashford Borough Council, philippa.dale@ashford.gov.uk, 01233 330 365)
Project management methodologies/systems
Performance Improvement and Efficiency-
We are currently reviewing the project management systems/methodologies that we use across the Group, for example, Prince2, Clearview, etc, and as part of this process we have decided to also look externally for other examples of project management systems or methodologies that we could consider alongside the ones that we already use.
If you have a system or methodology that you have found to be successful/useful, or maybe has been highlighted as good practice, I would be really keen to hear from you please, either by email or phone.
Thank you
(Robyn Payne, Green Vale Homes, Robyn.payne@togetherhousing.co.uk, 01706 836351)
Rental income management policy
Strategy and Policy-
We are currently reviewing our rent arrears/rental income policy and were wondering if any other authorities would be willing to share their good practice on the subject please?
26-05-2011
(Samantha Webster, Hull City Council, sam.webster@hullcc.gov.uk, 01482 614 208)
Empty homes grants
Development and Regeneration-
As we know, the amount of housing development taking place is still relatively slow at the moment; we are fortunate here to still have empty homes grant funding available, and are looking for ways to increase the take-up. At the current time, most redevelopment in the Worcester area is for student accommodation as this remains the most economically viable for landlords, as I suspect it still the case in many university cities (not withstanding the predicted reduction in demand as more and more students begin to stay at home). It is still important to promote the development of more standard general needs accommodation in town centre areas. We are therefore considering the following options:
• Removing or reducing the conditions applied to the empty homes grant funding - at the moment we require all properties to be let through our rent deposit scheme for three years and for the property to be rented out for a total of five years
• Increasing the grant level - currently we match-fund works up to a maximum of £15,000 on an empty house or £7,500 on an upper floor conversion (if the restrictions were removed, however, we would probably lower the grant instead to make it available to more people)
• Forming a consortium with a registered provider to look after all aspects of the refurbishment. This would probably work better with empty dwelling management orders, something we have not done before.
Has anyone else amended existing schemes to make them more viable, or does anyone have any comments regarding options for these types of grant-funded schemes?
Not an easy one I know - grateful for any comments or ideas!
16-05-2011
(Owen Raybould, Worcester City Council, oraybould@worcester.gov.uk, 01905 721 155)
Managing communal heating systems
Asset Management-
We need to know how other housing organisations manage their communal heating systems, have they:
1. Got management companies in to manage the billing process?
2. Moved to block-based charging rather than pooled charging?
3. Fitted individual meters so tenants manage their own billing?
4. Used more CHP?
16-05-2011
(Shama Bhatti, Enfield Homes, shama.bhatti@enfield.gov.uk, 02083 794 506)
Average cost per job
Finance-
I am currently reviewing our maintenance contract performance. I would welcome the opportunity to speak to anyone with regards to average jobs prices (response/voids) and the level of activity in their area.
Please feel free to call me for a totally informal chat to share information.
Thanking you in anticipation of your co-operation.
12-05-11
(Graham Seery, Circle, graham.seery@circleanglia.org, 07894 543540)
Using Twitter and Facebook for reaching young people
Strategy and Policy-
We are exploring the possibility of trying to reach young customers and provide them with information/advice on housing/homelessness. Does anyone have any experience of using social networking sites for this purpose or similar purposes at their council? We would be very interested in finding out if it has worked and if it would be worth trying?
12-05-2011
(Thomas Fitzsimmons, Colchester Borough Council, Thomas.Fitzsimmons@Colchester.gov.uk, 01206 282 548)
Policy for spending using commuted sums
Strategy and Policy-
Has anybody written or developed a policy or procedure for spending commuted sums? Any help or advice would be appreciated.
11-5-11
(Melanie Taylor, Mansfield District Council, taylorm@mansfield.gov.uk, 01623 463 128)
Developing a local offer - hardstandings and footway crossings
Strategy and Policy-
I am in the first stages of developing a local offer for tenants and residents in respect of hardstandings and footway crossings.
The strategy is linked to improving car parking on estates. The offer will create a menu of options for tenants to buy in to the scheme.
I would really appreciate contact with colleagues who have experience of developing a similar strategy.
10-05-2011
(Aimee Bradbury, Wolverhampton Homes, aimee.bradbury@wolverhamptonhomes.org.uk, 07772 086 318)
Tenure strategies for new affordable rents
Strategy and Policy-
In response to social housing reform: we will be developing a new tenancy strategy which comprises the new affordable rents and fixed-term tenancies – have any other registered providers looked at this, and if so would you mind sharing your thoughts with me?
10-05-2011
(Katie Moore, West Mercia Housing Group, KATIE.MOORE@wmhousing.co.uk, 07984 978 667)
Schedule 7 benefits
Miscellaneous-
I would like to hear about what other organisations do when they are considering allocating a property to an applicant who has various links to the association, a member of staff or committee member (this is under Schedule 7 of the 2001 Act).
We have a procedure in place at the moment which involves alerting senior management at the application stage, with final approval by the chair of our management committee.
If you would be willing to share your procedures with me, I'd be most grateful.
05-05-2011
(Ash Reid, Langstane HA, ayesha.reid@langstane-ha.co.uk, 01224 423 107)
Formula for calculating compensation
Strategy and Policy-
We are shortly going to be reviewing our compensation policy and I would like to know if any other housing providers use a specific formula for calculating compensation payments for 'distress' or 'stress' caused?
Would appreciate any help or guidance on this issue.
19-4-11
(Emma Garland, North Lincolnshire Homes, emma.garland@nlhomes.org.uk, 01724 298647)
Offering a heating repair service to leaseholders
Miscellaneous-
We have recently started offering our leaseholders preferential rates to have an annual gas safety check. We are now considering extending the service we offer to also include heating repairs and breakdowns, similar I guess to the packages offered by British Gas and other gas suppliers.
The principal of the scheme would be that for a monthly fee they would receive an annual safety check and service and we would also attend heating breakdowns and carry out the necessary repairs. We have not confirmed all the details yet, eg, eligibly criteria, costs, etc, but I was just wondering if anyone else runs a scheme like this?
15-04-2011
(Kate Crowther, Stockport Homes, kate.crowther@stockporthomes.org, 0161 218 1944)
GIS/electronic mapping system
Asset Management-
We are investigating the possibility of introducing an electronic mapping system (GIS) for a variety of tasks - but spurred on recently by the transfer of responsibility of communal areas, and amenity land grounds maintenance from one of our District Councils.
Ideally, we would like to integrate all grounds maintenance maps/trees, etc, onto this system, and then incorporate a number of other aspects covered by asset management.
Can anyone who has an electronic mapping system recommend a company/service/specific system, and summarise what your company uses it for, and advise on the sorts of costs involved?
Many thanks
Alix
13-04-2011
(Alix Nel, Paradigm HG, alix.nel@paradigmhousing.co.uk, 01628 811 758)
360-degree appraisal
Management-
We are considering doing a 360-degree appraisal scheme but we have real concerns that this will be a lot of expense without any tangible outcomes. I would welcome hearing from any organisation which has actually been through the 360-degree appraisal system and could identify the benefits and the 'real cost' associated with introducing such a scheme.
Could you give us your honest views on the 360-degree appraisal, what impact it had on business and the cost incurred in developing and running a scheme? Was it undertaken internally or externally? Was it worth it?
Thank you
Rose Austin
04-04-2011
(Rose Austin, West North West Homes Leeds, rose.austin@wnwhl.org.uk, 01132 477 057)
Anti-social behaviour service user survey
Management-
We are looking to launch a new policy and procedure for anti-social behaviour (ASB). As part of this we are looking to introduce service user surveys, which will be sent to victims of ASB once a case is closed by the housing management team.
Does anyone currently do this? And if so would you be willing to share a copy of your survey with me?
Thank you
29-03-2011
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443 384)
One-to-one and performance appraisal review
Performance Improvement and Efficiency-
We have just successfully completed our 2010/11 performance appraisal round and are now taking stock and reviewing our procedure with a view to making some useful changes for the next year. Our current procedure probably meets many people's view of good practice (objective setting, meeting competences, etc), but our feeling is that it is rather long-winded and that the real benefits to staff and our organisation are perhaps not as clear as they should be. We want to explore appraisal and one-to-one alternatives that are demonstrably effective at driving continuous improvement and offer improved value for money.
If any members have policies, procedures and paperwork that they feel deliver real benefits without generating War and Peace, I would be delighted to receive copies and/or discuss options.
30-03-2011
(Simon Goulding, Southern Housing Group, simon.goulding@shgroup.org.uk, 02075 536 403)
Welcome/post-letting visits for homeowners
Strategy and Policy-
Paradigm is considering introducing welcome visits or phone calls for shared owners and leaseholders. Are there any organisations who have a current policy on this and would be able to give us an indication of how successful it has been?
Thanks
Tony
30-03-2011
(Tony Lovelee, Paradigm HG, Tony.Lovelee@ParadigmHousing.co.uk, 07702 673 042)
Tenant/resident resource centre
Management-
I am looking to start a new resource centre for our community groups.
I would like to hear from organisations that have such a facility. I am interested in finding out how it is funded and I am particularly interested in the idea of charging a tenant levy on rents - has anyone else done this? If so, is it a compulsory levy? Does anyone charge a membership fee?
If you cover a large geographical area, how did you decide where to have your centre? Is it well used?
I am also interested in learning people's experiences.
28-3-11
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Leaseholder payment options for major works bills
Finance-
My organisation is carrying out a number of major works programmes to bring its blocks up to modern standards. Many leaseholders will have to contribute their proportion of the costs which could be up to and over £10,000.
I have been asked to research what payment options are being offered by other organisations to their leaseholders who face these large bills, and would be grateful if you could answer the following:
1. What payment options do you offer?
2. Do you charge interest? If you do how is it calculated? (Daily, monthly, annually?)
3. Do you use an outside organisation to administer loans on your behalf?
Thanks for your help in advance.
28-3-11
(Daniel Hayes, Bron Afon Community Housing, daniel.hayes@bronafon.org.uk, 01633 620139)
Setting sickness absence targets
Management-
We have agreed a new health and wellbeing policy with the unions; however our view of target setting is somewhat different from the union's. Our HR team has been setting a zero target when meeting staff at stages one and two of the monitoring process. The understanding is that this is common practice.
My question is, do other organisations set a zero target within their sickness monitoring meetings? If so, how has this been received? And most importantly has it been effective? I assume for disabled staff, their disability would have been taken into consideration.
25-03-2011
(Rose Austin, West North West Homes Leeds, rose.austin@wnwhl.org.uk, 01132 477 057)
Housing board
Management-
We are a stock retention council and as part of our new TSA work are looking at setting up some new governance arrangements to give tenants a role in actively managing the service.
We currently have a panel of councillors (which in turn reports to the council's executive committee) which is attended by two members of our tenants' forum, but they have no voting rights.
We are interested in setting up a housing board governance arrangement and would be grateful for any advice from colleagues.
Nick
02-03-2011
(Nick Gowrley, Mid Suffolk District Council, nicholas.gowrley@midsuffolk.gov.uk, 01449 724 804)
Gypsy and Traveller site management
Management-
We own and manage an existing G&T site. We are interested in involving the Gypsy and Traveller community in managing the existing site.
We are interested in seeing how this has been done elsewhere, and learning about any housing associations or organisations who are involved in site management.
28-02-2011
(Neil Davies, Sefton Met Borough Council, neil.davies@sefton.gov.uk, 0151 934 4837)
Sheltered housing - resident manager service vs alternatives
Management-
The Trust is currently reviewing the resident manager service provided at one of its sheltered housing schemes.
We are considering the possibility of moving away from the traditional resident manager service and replacing it with a concierge-type service in the hope that the new service can be in part funded by Supporting People and Housing Benefit. The reason for doing so is because the local authority is unable to commit to future funding of the scheme.
I am therefore keen to hear from other providers who have reviewed their service in favour of the concierge-type service or another alternative service.
The scheme consists of 34 flats, with varying degrees of vulnerability within the scheme and a three-bedroom service flat which would need to be brought into the equation.
I look forward to hearing from you.
Thanks
Angie
28-02-2011
(Angie Newby, Richmond Upon Thames Churches Housing Trust, ANewby@rutcht.org.uk, 02084 818 961)
Garage sites
Management-
We are in the very early stages of considering the options available to use for our garage sites.
I'd like to hear from anyone who has undertaken a review of their garage sites. Does anyone have a garage strategy? Or, if you have any other specific knowledge on this subject, please get in touch.
24-02-2011
(Vickie Bailey, Orbit Heart of England, vickie.bailey@orbit.org.uk, 07879 481 166)
Leasehold/Right to Buy policies and procedures
Asset Management-
My organisation is currently reviewing its approach to leaseholders in all areas of the business.
I have been asked to carry out research into other organisation's policies and procedures that relate to leaseholders. We are aiming to compile our own bible of leasehold management.
I would really appreciate it if you could send me your policy and procedure manuals that are relevant to leaseholders and used in any part of your organisation.
Thank you for your help in advance.
Dan Hayes
daniel.hayes@bronafon.org.uk
24-02-2011
(Dan Hayes, Bron Afon Community Housing, daniel.hayes@bronafon.org.uk, 01633 620 139)
More than decent programme - benchmarking
Asset Management-
We have for a number of years been running a refurbishment programme for hard-to-let voids, carrying out works to a higher standard than our normal voids programme in order to:
- Improve lettability standard
- Reduce ongoing maintenance costs
- Improve the rental stream by charging higher rents.
We have developed bespoke arrangements for the identification, specification, implementation and project management of the works which are commissioned on a unit-by-unit basis.
The overall unit cost of the works is currently circa £32,000 per unit and we would like to find some way of benchmarking this.
We would be interested in talking to anyone who is carrying out similar programmes of work about how they arrange such work and what the unit cost might be.
22-02-2011
(Peter Sheehan, Womens Pioneer Housing, peter.sheehan@womenspioneer.co.uk, 02087 497 112)
Customer satisfaction surveys
Finance-
I'm wanting to develop customer satisfaction surveys for debt recovery and financial inclusion: has anyone got any good examples they can share?
17-2-11
(Jan Welsh, Livin, jan.welsh@sedgefieldboroughhomes.co.uk, 0845 505 5500)
Policies or procedures allowing tenants to install water meters
Miscellaneous-
Can anyone contact me with their policies about giving permissions for tenants installing water meters? Our water authority insists that once a meter is fitted it cannot be taken out. How do other councils or ALMOs deal with the issue of when a new tenant moves into a property that has had a water meter installed by the previous tenant?
Regards
16-02-2011
(John Whittington, Kirklees Neighbourhood Housing, john.whittington@knh.org.uk, 01484 416 436)
Sickness incentive schemes
Performance Improvement and Efficiency-
As part of our reward and recognition policy which we introduced three years ago we pay staff that have full attendance a £100 attendance incentive.
Although sickness levels have reduced over the last year, we are not sure if this related to the attendance award or other initiatives we have done.
I would welcome hearing from anyone else who does such a scheme, finding out if - in their view has it worked? What do they pay out? If anyone did do it but has recently stopped what was the consequence of that?
Regards
16-02-2011
(Rose Austin, West North West Homes Leeds, rose.austin@wnwhl.org.uk, 01132 477 057)
Aids and adaptations performance benchmarking
Asset Management-
I am carrying out a benchmarking exercise on aids and adaptations performance indicators. Are there any members willing to share major and minor works performance figures?
10-02-2011
(Mike Beecroft, Synergy Housing Group, mike.beecroft@synergyhousing.co.uk, 01929 558 422)
Victim and witness support
Performance Improvement and Efficiency-
We are looking to improve the services we offer in relation to victim and witness support during/after an anti-social behaviour case. I am doing some benchmarking around this.
Can anyone please advise of their procedure?
I would appreciate any experience you may have.
10-02-2011
(Anthea Power, Harvest Housing Group, anthea.power@harvesthousing.org.uk, 01925 856 680)
Mould growth
Inspection-
We are developing our policies regarding mould inspections. The majority of cases are not damp-related but a result of condensation. Can anyone help by providing their strategies for dealing with this issue? Of particular interest is identifying the boundaries between tenant's and landlord's responsibilities.
Kind regards
08-02-2011
(Philip Hull, Synergy Housing Group, Philip.Hull@synergyhousing.co.uk, 01202 864 216)
Designing a new assured tenancy agreement
Management-
Would anyone be able to email me copies of their assured tenancy (protected), assured tenancy and assured shorthold tenancy agreements? We are in the process of updating ours and are looking for examples that we can model our new tenancy agreements on.
Many thanks
03-02-2011
(Susie Moloney, North Lincolnshire Homes, susie.moloney@nlhomes.org.uk, 01724 298 834)
Former tenant arrears
Management-
The City of York Council is currently reviewing their former tenant arrears procedure.
How do other organisations deal with a current tenant who has a former tenant debt which is not being addressed. The current tenancy also has rent arrears on it and legal action is being taken, advice given etc etc.
Do you write the debt off the former debt or continue to pursue?
Regards,
Joanne
28-01-2011
(Joanne Whitehouse, City of York Council, joanne.whitehouse@york.gov.uk, 01904 554 101/551 277)
Tenant involvement in area walkabouts
Management-
We are struggling to improve the number of tenants that join us on area walkabouts. We advertise in our newsletter and have done leaflet drops but tenant attendance remains poor. Has anyone had success in getting tenants to join in with these estate management activities?
27-01-2011
(Angela French, Shropshire Council, angela.french@shropshire.gov.uk, 01691 677230)
CRB checks
Strategy and Policy-
We are a social housing organisation looking to introduce a framework to support CRB enhanced and standard checks across roles within our organisation. I appreciate that this will be a significant piece of work and that there are some sensitive issues to consider, in respect of both protecting the vulnerable and promoting to our board, managers and staff in terms of what the checks may or may not provide in terms of information.
If anyone is able to either share their framework or has a piece of work around this area I would be interested to learn from you and your experience.
I look forward to hearing from you
Thanks
21-1-11
(Andrea GIbson, Homes for Northumberland, andrea.gibson@hfn.uk.com, 01670 542519)
Local offers - shared ownership
Inspection-
Have any members produced a local offers plan for their shared ownership and leasehold properties that they would be willing to share?
Many thanks
20-01-11
(Janet Holt, Harvest Housing Group, janet.holt@harvesthousing.org.uk, 0161 248 2360)
Extra care lettings
Performance Improvement and Efficiency-
I would like to know if any social landlords exclude extra care lettings from the relets PI, and if they include them, what dates do they use?
Many thanks
Amanda Nicklin
Housing Choices Manager
18-1-11
(Amanda Nicklin, Stafford & Rural Homes, amanda.nicklin@sarh.co.uk, 01785 216613)
Rubbish in blocks of flats
Management-
We are having problems with rubbish being thrown out of the windows of a multi-storey block of flats. It's not down to one tenant and seems to be widespread. We've written to all the tenants but it hasn't made any difference.
Is anyone else experiencing this and if so, do you have any ideas how we might tackle it?
17-1-11
(Anne Twynam, Trident Housing Association, anne.twynam@trident-ha.org.uk, 0121 633 4633)
Forfeiture - procedure and Section 146 notice
Finance-
I'm looking to start forfeiture proceedings against a leaseholder for non-payment of service charges. I've already obtained a county court judgment for the debt, the mortgage company are refusing to pay and other options for enforcement are not feasible.
I'm not certain on what I have to do next, whether I have to get a determination from the LVT and also the wording of a Section 146 notice.
If possible please could you share with me:
- The procedure your organisation follows to carry out forfeiture proceedings
- The layout of a Section 146 Notice of Forfeiture
- Any issues you have encountered whilst taking these proceedings.
Thank you for your help in advance.
Dan Hayes
17-1-11
(Daniel Hayes, Bron Afon Community Housing, daniel.hayes@bronafon.org.uk, 01633 620139)
Energy usage in housing
Miscellaneous-
There is a Greater Manchester group researching behaviour change in relationship to energy usage in housing.
This group is aiming to produce recommendations with examples of experiences and good practice for a report to be produced early in 2011.
If you know or have examples or experiences you would be able to contribute, please feel free to contact me.
13-01-11
(Peter Smith, St Vincents Housing Association, peter.smith@svha.co.uk, 0161 772 2162)
Support on the death of a tenant
Miscellaneous-
At St Leger Homes we are currently investigating what other organisations do on the death of a tenant.
What support is put in place, if any, for the next of kin, with regards to paying the rent and the removal of possessions?
Any information would be gratefully received.
07-01-11
(Ruth Leech, St Leger Homes of Doncaster, ruth.leech@stlegerhomes.co.uk, 01302 736532)
Facebook and Twitter
Miscellaneous-
We are currently looking at opening Facebook and Twitter accounts for the association and was wondering if anyone else could share their experiences?
I am most interested in the issues surrounding filtering inappropriate comments/posts, who manages the accounts, how much time they spend managing the accounts, how successful they have been.
Many thanks
06-01-11
(Sarah McMillan, Hightown Praetorian & Churches HA, sarah.mcmillan@hpcha.org.uk, 01442 292399)
Gas safety inspection procedures
Management-
We are developing a new gas safety inspection procedure and hoping that some of you would share your procedures, particularly how you tackle tenants that do not respond to correspondence and allow access to undertake the safety check.
We have been advised by our legal department of three options which do not include forced entry; however, we would also be interested to know the views of those of you who do use forced entry and the impact this may have had on your tenants and/or organisation.
Many thanks
Jayne Bough
06-01-11
(Jayne Bough, Redditch Borough Council, jayne.bough@redditchbc.gov.uk, 01527 64252 ext 3131)
Document management system
Performance Improvement and Efficiency-
Hounslow Homes are currently starting to embark on an electronic document and records management system. I would like to know if you currently use any form of document management system at your ALMO? If so, I would be grateful if you could share your experiences of your chosen system with me.
05-1-11
(Jaspal Sidhu, Hounslow Homes, jaspal.sidhu@hounslowhomes.org.uk, 0208 5836413)
Enforcing four weeks' notice
Miscellaneous-
When enforcing four weeks' notice, does anyone ask the tenant to sign a waiver, allowing void work to be carried out within the enforced period?
Would appreciate any advice.
Regards
21-12-2010
(Joan Atkinson, Riverside Group, joan.atkinson@riverside.org.uk, 07980761553)
Service charges
Finance-
We are currently reviewing our service charge setting policy and those items to be broken down into our service charges.
Would anyone be able to share their policy and details of those items they charge out through service charges?
Any information would be much appreciated.
20-12-2010
(Liz Dunlop, Rugby Borough Council, liz.dunlop@rugby.gov.uk, 01788 533841)
Passing on grounds maintenance charges to leaseholders
Miscellaneous-
Has anyone any experience of passing grounds maintenance costs to leaseholders in blocks of flats for works to communal areas?
We carry this work out with our in-house team of grounds maintenance operatives, so need to pass on actual costs.
Would appreciate any experience you may have.
Thanks
15-12-10
(Russell Watkins, Bron Afon Community Housing, Russell.watkins@bronafon.org.uk, 01633 620 203)
Advertising media for CBL
Management-
I am interested in how other ALMOs and registered providers advertise their properties via CBL. We currently use local newspapers in addition to posting our advert on our own website. We want to withdraw from newspaper advertising as it is very expensive. Does anyone have any experience of this change in process? I am particularly interested in how you managed this transition, especially for vulnerable applicants with no access to the internet at home.
14-12-10
(Maria Brambles, Newark and Sherwood Homes, maria.brambles@nshomes.co.uk, 01636 655273)
Craft agency staff usage
Asset Management-
North Ayrshire Council Building Services currently employs 200 craft operatives, carrying out around 60,000 responsive and planned repairs. Would it be possible to get feedback from members about the following issues regarding agency workers:
- Do you use craft agency staff to cover sickness, holidays, fluctuation in workload, special projects, etc?
- What percentage of agency staff do you use against the numbers of FTE craft operatives over the year?
- Do you use bank staff? If yes, how do you manage this process and is it successful?
- Do you have any partnering arrangements with other sub-contractors/councils for supply of labour?
I would appreciate any feedback you can provide.
13-12-10
(Stephen Kean, North Ayrshire Council, skean@north-ayrshire.gov.uk, 01294 606918)
Management charge
Miscellaneous-
We would like to do some benchmarking on the management charge that we are making as part of our service charges.
We are currently charging £100 plus VAT across the board to all our leasehold/shared ownership stock. We want to compare/benchmark/investigate what and how other HAs and ALMOs charge for a management service.
Any information would be appreciated.
08-12-10
(Ali Ahmed, Town & Country Housing Group, ali.ahmed@tchg.org.uk, 0845 8731314)
Behaviour change
Management-
There is a Greater Manchester group researching behaviour change in relationship to energy usage in housing. This group is aiming to produce recommendations with examples of experiences and good practice for a report to be produced early in 2011.
If you know of or have examples or experiences you would be able to contribute, please contact me.
06-12-10
(Peter Smith, St Vincents Housing Association, peter.smith@svha.co.uk, 0161 772 2162)
Gas and electric certificates for voids
Asset Management-
Can anyone please confirm/clarify whether both of the above are a legal requirement to be provided as part of the letting process?
If they are a legal requirement, could anyone point me in the direction of the Act?
Thanks
06-12-10
(Dave Stock, Redditch Borough Council, David.Stock@redditchbc.gov.uk, Tel 01527 64252 Ext 3896)
Concierge service - What do you charge?
Miscellaneous-
We would like to do some benchmarking on the concierge service SLA that we currently provide.
Currently, as with most SLAs, the charges are shared by all tenants across the borough. We want to compare/benchmark/investigate what and how other LAs and ALMOs charge for a concierge service - is it only charged to the tenants receiving the service, etc?
We have worked out that if we charge the tenants who receive the service only, it would work out at around £7 per week per property and would like to know if this is value for money.
Any information would be appreciated.
Many thanks
30-11-10
(Ruth Leech, St Leger Homes of Doncaster, ruth.leech@stlegerhomes.co.uk, 01302 736532)
Updating assured tenancy agreement
Finance-
We are currently in the process of updating our assured tenancy agreement: has anyone else reviewed theirs lately and if so would they be willing to share any good practice? Is there anything they have removed or added?
26-11-10
(Pauline Marshall, Futures Housing Group, pauline.marshall@avhl.co.uk, 01773 573115)
Power supplies to void properties
Miscellaneous-
We are currently reviewing our void process under the lean system. We would like to hear from others how they arrange the gas and electric supplies from main suppliers (E.ON, etc) in order to carry out the necessary works during the void process.
25-11-10
(Alan Hobbs, Nuneaton and Bedworth BC, alan.hobbs@nuneatonandbedworth.gov.uk, 02476 376 040)
Storage of materials and fire safety
Management-
We have included a condition in our draft tenancy agreement regarding the storage of materials and fire safety in respect of flats.
Does anyone have a procedure on this that they would be willing to share, please?
25-11-10
(Samantha Webster, Hull City Council, sam.webster@hullcc.gov.uk, 01482 614208)
Interpretation/translation
Management-
Can anyone share with us any guides/procedures they have in place on the use of interpretation/translation and other formats, particularly relating to practical housing management please?
24-11-10
(Samantha Webster, Hull City Council, sam.webster@hullcc.gov.uk, 01482614208)
Pre-tenancy workshops
Management-
I would love to hear from any organisations running pre-tenancy workshops. What groups of applicants are they aimed at? How are they funded? And what do the workshops cover?
24-11-10
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Incentivising tenants to move
Miscellaneous-
We operate within a CHR in this area and currently have a quota system in place for statutorily homeless applicants.
Whilst we are achieving our quotas in the main, we are experiencing problems in some areas with low turnover/stock numbers which in turn means that some statutorily homeless applicants are waiting well beyond six months for an offer of housing.
The only way we think we can create movement, other than new build which is, of course, not a viable option at the moment because of funding cuts, is to resort to our transfer lists. We need to stimulate movement in some areas and are interested in perhaps adopting some sort of incentive scheme to encourage tenants to consider downsizing, etc.
Any information, comments or advice would be very gratefully received.
23-11-10
(Marie Bowie, Fyne Homes, mbowie@fynehomes.co.uk, 01700 501621)
Lodgers and sub-letting
Management-
Does anyone have a policy and procedure specific to tenants taking in lodgers and legal sub-letting, which they would be willing to share please?
23-11-10
(Samantha Webster, Hull City Council, sam.webster@hullcc.gov.uk, 01482 614208)
Support plans
Management-
Does anyone have a support plan written into your tenancy agreement, and/or a standard of which you would be prepared to share please?
23-11-10
(Samantha Webster, Hull City Council, sam.webster@hullcc.gov.uk, 01482 614208)
Abortive calls on repairs
Miscellaneous-
Do any other organisations pay their repair contractors for an abortive call charge, where tenants fail to keep an appointment? If so, how much do they pay for the aborted call?
18-11-10
(Chris Harris, Darlington Borough Council, chris.harris@darlington.gov.uk, 01325 388312)
Benchmarking percentage of properties covered by tenants' and residents' association
Performance Improvement and Efficiency-
We would like to benchmark our performance with other organisations. Currently we have 39.9% of our properties represented by TRAs. We would be interested to know how this target compares with your organisation.
Will be pleased to hear from you.
12-11-10
(Evelyn Gaughan, West North West Homes Leeds, evelyn.gaughan@wnwhl.org.uk, 0113 2477110)
Temporary Social Housing Grant
Miscellaneous-
Has anyone used the above to bring vacant private sector housing into social rented on a leasehold basis? Additionally has anyone used the grant to assist in a rent-to-buy scheme?
Any info, thoughts or contacts gratefully received.
Maureen
12-11-10
(Maureen McMahon, Stockton on Tees Borough Council, maureen.mcmahon@stockton.gov.uk, 01642 526991)
Staff procedure guides in relation to housing management and estate management
Management-
I am a housing services team leader with Charnwood Neighbourhood Housing, which is an ALMO in Leicestershire.
We are currently reviewing our staff procedure guide in relation to the housing management and estate management functions. As part of this review we want to look at staff procedure guides held by other two- and three-star ALMOs in order to look at best practice in terms of content and layout.
I would really appreciate it if you could help in my endeavour to obtain this information. It would be really helpful if you could email the guide to me so that I can distribute any received amongst the project group.
Thank you in advance for your help in this matter.
03-11-10
(Claire Westrup, Charnwood Neighbourhood Housing, claire.westrup@cnh.org.uk, 01509 634953)
Worklessness - what do other organisations do?
Miscellaneous-
With the Spending Review cuts having been announced recently there is undoubtedly going to be a rise in worklessness amongst our customers. We have an existing worklessness strategy that we are working towards but I just wanted to know what other organisations are doing to help their customers find work, education and training?
I look forward to hearing your suggestions.
03-11-10
(Hannah Mason, West North West Homes Leeds, hannah.mason@wnwhl.org.uk, 0113 2477419)
Termination of a tenancy
Management-
When a tenancy is terminated, when do you receive the keys for the property? Do you change the locks once the keys are returned? Do you allow a tenant up to a week to move from one property to another? Should we move to termination on a given date without any leeway between termination date and handover of keys?
Any suggestions would be appreciated.
28-10-10
(David Sewell, Derwentside Homes, d.sewell@derwentsidehomes.co.uk, 01207 524209)
Recharges
Performance Improvement and Efficiency-
Hi all
I have been scouring several websites to obtain benchmarking information for recharges, with no luck. If anyone is able to assist in directing me in this, it would be really appreciated.
27-10-10
(Simi Sharma, Aldwyck Housing Group, simi.sharma@aldwyck.co.uk, 01582 869 117)
Dedicated home ownership/leasehold teams?
Management-
Bron Afon is currently reviewing the way it deals with its leaseholders and would like to know about the practice of other organisations in this service area.
I would appreciate it if you could answer the following questions:
1. Does your organisation have a dedicated Right to Buy/home ownership/leasehold team?
2. If you have a team, how many people make up the team? What are they responsible for? When did the team come into being? What was the driving factor behind creating the team?
3. How many leaseholders does your organisation manage?
Thanks for your help in advance
Dan Hayes
26-10-10
(Dan Hayes, Bron Afon Community Housing, daniel.hayes@bronafon.org.uk, 01633 620139)
Accessibility of tenancy agreements
Management-
We are looking at ways to improve the look, feel and accessibility of our tenancy agreements.
Would anyone have any examples of different formats of tenancy agreements they would be willing to share?
Many thanks
21-10-10
(Debbie Seymour, Harvest Housing Group, debbie.seymour@harvesthousing.org.uk, 01270 617110)
Affordable housing delivery without public subsidy
Miscellaneous-
Are any members aware of any affordable housing schemes that have been delivered without any public subsidy?
I am very interested in any cross-subsidy schemes (successfully delivered over, say, the last five years), but not schemes wholly procured through s106 agreements at nil subsidy.
19-10-10
(Tim Southall, Bristol City Council, tim.southall@bristol.gov.uk, 0117 352 5138)
Adaptation policy
Strategy and Policy-
We are currently reviewing our adaptation policy and would be grateful for assistance.
Has anyone got an adaptation policy whereby they undertake means testing? If so, would you be able to share it with me (the thresholds that you have implemented and any difficulties that have been experienced)?
14-10-10
(Angela J Smith, Rykneld Homes Limited, angela.smith@rykneldhomes.org.uk, 01246 217322)
Using PDA for pre and post inspection for repairs
Asset Management-
We are using OrchardGUI for raising our repairs orders.
I would like to know if any housing providers are using the same system? If so, have you enhanced it to provide an additional PDA function, so that the surveyors can raise repairs or invoice query using the PDA?
I look forward to hearing your suggestions.
13-10-10
(Mina Soi-Westby, West North West Homes Leeds, mina.soiwestby@wnwhl.org.uk, 0113 247 7492)
Match funding improvement works
Asset Management-
I was wondering what match funding improvement works schemes there are at the moment?
So which housing associations are agreeing to a 50:50 split (or something similar), with residents who wish to (at their own cost) improve their property or communal areas within a scheme?
I was interested in how the schemes work and their benefits?
12-10-10
(Jeya Greenfield, Sanctuary Group, Jeya.Greenfield@sanctuary-housing.co.uk, 01905334501)
Service reviews
Performance Improvement and Efficiency-
I am interested to know whether any organisation has developed a service review mechanism that is structured for desktop research, or one that can contain further layers for a more in-depth review.
Initially, I planned to identify the gaps between policy and performance, but would now like to widen this out to consider KPI/LPI performance and continuous improvement direction of travel.
I would like a process I can sell to managers as being effective and with tangible outcomes that they are involved in, rather than seeing service reviews as something that is 'done to them'.
Any examples or signposting towards good practice would be helpful.
07-10-10
(Fiona Bebbington, Roddons Housing Association, fiona.bebbington@circleanglia.org, 01354 607203)
Allocation properties to staff members
Management-
We are currently reviewing our policy on allocations and, in particular, how and if we allocate to staff members.
We are particularly interested to hear how you have approached lettings to staff in relation to intermediate market rented properties.
We would be grateful to hear from anyone who has a policy on letting properties to staff.
06-10-10
(Diane Smith, Endeavour Housing Association, diane.smith@endeavourha.co.uk, 01642 796235)
Tree surveys
Miscellaneous-
Sedgefield Borough Homes are currently looking into performing a tree survey on all the trees on our land.
Can any other housing associations, who have had tree surveys completed recently, recommend a consultancy that they used?
If possible, would anyone be willing to share with us a tender document sent out to tree survey consultants?
Thank you
06-10-10
(Sarah Graham, Livin, sarah.graham@sedgefieldboroughhomes.co.uk, 0845 505 5500)
Improving and maintaining neighbourhoods strategy/policy
Management-
Has anyone recently written or updated a policy and/or strategy on maintaining and improving neighbourhoods on housing estates?
If so, I would like to hear from you and would be grateful for a copy of your document if possible.
05-10-10
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Furniture packages - cross tenure
Strategy and Policy-
We are looking at developing/setting up a furniture package service across all tenures in order to address poverty issues with people who might otherwise purchase their new furniture through companies with high APR charges.
We are a non-stock holding authority and are seeking to find out if other local authorities have any experience in operating a similar scheme for social and private sector housing tenants in their area.
We are very early on in discussing the various options and the only schemes I have obtained any information on are where the landlord operates the scheme and the charge is covered by Housing Benefit.
Any information, advice, etc, would be gratefully received.
Thank you
30-09-10
(Karen Kelly, Hartlepool Borough Council, karen.kelly@hartlepool.gov.uk, 01429 284117)
European tender law
Miscellaneous-
If procuring new office accommodation (for our own use and occupation), would we have to advertise/invite tenders in accordance with European tendering law?
We are an ALMO. Seeing as we are not procuring a direct product or service I would assume we are exempt; however, if anyone can advise it would be highly appreciated.
28-09-10
(James Yurky, Barnet Homes, james.yurky@barnethomes.org, 020 8359 4582)
Information-gathering project
Miscellaneous-
We are looking to carry out an information exercise on all of our schemes so we can have photos and relevant information, firstly for our in-house staff to use as a database to help with calls to the customer contact centre, but also to modify and put on our website to facilitate greater use of the website and encourage self-service to our residents. We currently have 12,000 properties across 26 local authorities in the North West.
We are interested in learning from organisations who have carried out such an exercise, either in-house or using an external company. And what hazards should we be looking out for?
28-09-10
(Anne Wilson, Contour Homes, anne.wilson@contourhomes.co.uk, 0161 875 8095)
Voids/repairs standard
Performance Improvement and Efficiency-
Does anyone have a flexible voids repairs standard which they operate?
If so, is anyone willing to share this information?
We are looking to review our voids process with costs and turnaround times a key priority and, as such would welcome all and any information offered.
28-09-10
(James Yurky, Barnet Homes, james.yurky@barnethomes.org, 020 8359 4582)
Amending tenancy agreements
Miscellaneous-
We are currently in the process of amending our tenancy agreement and the consultation period has recently ended with existing tenants. All existing tenants will receive a notice to vary the tenancy agreement in November and the new tenancy agreement will be live a month after this.
I am interested to know what other housing providers have done with tenants that they sign up during the month's period between notice to vary and the new tenancy agreement sign-up?
Would we have to provide them with a copy of the old tenancy agreement, then immediately serve notice to vary and give them the new tenancy agreement? This seems like such a waste of paper and would probably be confusing to the tenant.
Any thoughts/ideas welcome.
Many thanks
24-09-10
(Angela Doherty, Ashfield Homes, a.doherty@rushcliffe.gov.uk, 01623 608927)
Responsible dog ownership day
Management-
We have a number of issues with dogs on an estate that we manage, specifically, with tenants/residents letting their dogs foul the area.
We are looking to hold a responsible dog ownership day in partnership with Dogs Trust and Liverpool City Council.
I am looking to promote this event and would be grateful to hear from anyone who has held anything similar has any advice on how best to promote it to tenants, ie, leaflet drop, door knocking or any other ideas that have proved successful in your area.
23-09-10
(Kate Gore, South Liverpool Housing, kate.gore@slhgroup.co.uk, 0151 285 5614)
Former tenant arrears recovery
Finance-
We are looking to introduce targets on FTA collection for our housing officer(s).
Does anyone do this and would they be willing to share their information please?
We are particularly interested in how you arrive at your percentage figure.
Many thanks
21-09-10
(Sharon Batchelor, Wiltshire Council, sharonl.batchelor@wiltshire.gov.uk, 01722 434619)
Estate sustainability
Asset Management-
We are urgently reviewing our estate sustainability measures and how we rationalise investment. Can other organisations share any best practice in this area?
17-09-10
(Robert Dawson, Green Vale Homes, robert.dawson@greenvalehomes.co.uk, 01706836350)
Managing insurance claims
Miscellaneous-
Our organisations are currently undertaking value for money reviews of all services. As such I was wondering how other organisations dealt with insurance claims. Do you have a dedicated insurance team in-house? If not, how are insurance claims handled?
16-09-10
(Tess Warburton, St Leger Homes of Doncaster, tess.warburton@stlegerhomes.co.uk, 01302 862983)
Pre-tenancy workshops
Performance Improvement and Efficiency-
I am wondering if anyone currently uses, or has experience of, using pre-tenancy workshops. I am looking for information on how they have worked for you, what your experience has been of them (whether good or bad) and what outcomes may have been achieved.
14-09-10
(Sharon Doyle, Waverley Borough Council, sharon.doyle@waverley.gov.uk, 01483 523 491)
Ways of bringing long cycle voids back into use
Strategy and Policy-
I am currently working on a paper looking at ways in which the London Borough of Lambeth could work with various partners on bringing its long cycle void properties (which currently stand at over 600) back into use and the range of rents it could levy (market, intermediate or social rent.)
Are there any local authorities out there doing something similar, or organisations working in partnership with local authorities or housing associations?
13-09-10
(James Jennings, Lambeth London Borough, jjennings@lambeth.gov.uk, 0207 9261421)
Value for money - former tenant arrears
Miscellaneous-
As part of our VfM review we are going to look next at former tenant arrears. Could anyone please give me advice on the following?
What process do you have in place for:
- Collection - within housing, corporate or external body? If external, can you supply details of the sort of company you use?
- Collection rates percentage - and if external, what percentage charged?
- Does collection rate include or exclude write-offs; if not, can you give percentage details on write-offs?
- What is your write-off process, ie, under a certain amount?
- What do you do when you have no forwarding address?
Are home visits carried out?
Do you use tracing software?
Do you take further court action, etc?
09-09-10
(Donna Rosser, Corby Borough Council, donna.rosser@corby.gov.uk, 01536 464601)
Local connection and mutual exchanges
Management-
We have recently had two housing associations with whom we work seeking clarification about mutual exchanges where there is a Section 106 agreement in place which includes a specific local connection criteria for the allocation of properties. In both cases the person with whom the existing tenant wishes to exchange does not meet the stipulated local connection criteria. There are only ten grounds for refusal to a mutual exchange and there is only ground 8 that might be useable to refuse such an exchange - unless anyone knows different? The housing schemes in question have been developed in partnership with parish councils, with an undertaking to have the schemes for local people. Any suggestions gratefully received.
(Julie Abbey-Taylor, Mid Suffolk District Council, julie.abbey-taylor@midsuffolk.gov.uk, 01449 724782)
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 practice, 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 you have, how have you dealt with issuing tenancies to those who may not have full mental capacity?
Thank you
24-08-10
(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, and 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 for 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)
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 prevent 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)
Review of customer contact by telephone
Performance Improvement and Efficiency-
Sandwell Homes is currently reviewing its 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 would be willing to share any information?
Many thanks
28-07-10
(Sukie Virk, Sandwell Homes, sukhbinder_virk@sandwellhomes.org.uk, 0121 569 6461)
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)
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 Andrew, 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)
Tenant alteration policy
Strategy and Policy-
Does anyone have a current policy that they would be willing to share that covers tenants wishing to have an extension or conservatory?
13-07-10
(Jeanette Smith, Colchester Borough Council, jeanette.smith@colchester.gov.uk, 01206 282538)
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)
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)
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 HG, 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)
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)
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 HG, 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)
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)
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)
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)
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)
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)
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, Livin, 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, Livin, 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)
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)
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)
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)
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)
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)
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 HG, 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)
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 Ltd, 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)
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 HG, 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 HG, 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 HG, 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)
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)
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, Livin, 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)
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 HG, 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 HG, 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)
