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There are 242 articles in total.
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Customer access strategy - customer consultation
Miscellaneous-
We are just in the midst of developing a customer access strategy and wondered if anybody had good examples around customer consultation on accessing their services? In particular, any examples of survey questions used would be really helpful.
Any thoughts or examples would be very welcome.
09-03-10
(Phil Citrone, Paradigm Housing Group, philip.citrone@paradigmhousing.co.uk, 01494 588225)
'Homesteading' for first-time buyers
Miscellaneous-
BCC has a small number of miscellaneous, acquired, street properties built before 1900 which we wish to make available, with discount arrangements and advantageous loans, to first-time buyers in order for them to carry out significant improvements for themselves.
We would be interested to hear from any HQN members who have successfully introduced such a scheme.
05-03-10
(Steve Smart, Bristol City Council, steve.smart@bristol.gov.uk, 0117 352 5263)
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)
Neighbourhood Performance Indicators
Miscellaneous-
Can someone please advise on Neighbourhood Performance Indicators, in taking a neighbourhood management strategy forward.
Many thanks
02-03-10
(Bernadette Morrison, City West Housing Trust, bernadette.morrison@citywest.org.uk, 0161 605 7778)
Older persons floating support JD's 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 alongisde 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 person's 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)
Incentives to stay - sustainable lettings
Miscellaneous-
Do any other associations run 'incentives to stay’ for residents, with the objective being to try to reduce turnover, particularly in neighbourhoods or on estates where the turnover is higher than average?
26-02-2010
(Julia Wheatley, Affinity Sutton Group, julia.wheatley@affinitysutton.com, 01442 283122)
Perpetrator survey
Miscellaneous-
Has anyone conducted a perpetrator survey?
We are currently seeking to improve our anti-social behaviour service and would like to obtain feedback from perpetrators. If you have, was it successful and can we possibly have a look at your survey questions?
Thank you
23-02-10
(Amanda Tattershall, Paradigm Housing Group, amanda.tattershall@paradigmhousing.co.uk, 01494 588266)
Local lettings plans
Miscellaneous-
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
Miscellaneous-
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)
Tenant awards
Miscellaneous-
St Leger Homes are looking at the possibility of introducing an award for a tenant that stood up against anti-social behaviour in the community.
Initial consultation has raised concern that the publicity associated with this could bring retaliation against customers who act as witnesses and questioned how the winner would be selected.
It has been suggested that the award should perhaps be made to organisations who take a stand. Has any other housing provider considered such an award?
18-02-10
(Alan Hindson, St Leger Homes of Doncaster, alan.hindson@stlegerhomes.co.uk, 01302 735839)
Social networking
Miscellaneous-
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
Miscellaneous-
When establishing the number of staff required to work in a call centre/contact centre/repairs service centre, what calculation do you apply, ie, number of properties, number of calls, length of time per call, etc?
Many thanks
15-02-10
(Sharon Baldwin, Irwell Valley Housing Association, sharon.baldwin@irwellvalleyha.co.uk, 0161 6104708 or 07770 605503)
Illegal subletting
Miscellaneous-
Has anyone produced a policy/procedure on dealing with cases of illegal subletting? If so, are you willing to share it?
If anyone has put into place ways to tackle iIlegal subletting and are willing to discuss this, I would love to hear from you.
11-02-10
(Nicola levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Anti-social behaviour
Miscellaneous-
1 We are reviewing our ASB policy and procedure and wondered if anyone else has recently completed this exercise and has 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 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
Miscellaneous-
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
Miscellaneous-
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)
Specification for Sanctuary Scheme
Miscellaneous-
I am working to develop a formalised Sanctuary Scheme, but now need to put together a specification for each of the items on a list of potential works.
Has anyone else got a Sanctuary Scheme, together with specification for individual items of work that they would be willing to share with me?
09-02-10
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Digital aerial maintenance costs
Miscellaneous-
I would be very interested to hear from other members on how they plan to deal with future maintenance costs of digital aerial installations, with regards to tenants.
Have any organisations entered into service contracts or something else? Will you be passing any future maintenance costs of these installations onto tenants?
Many thanks
08-02-10
(Marc Carter, Milton Keynes Council, marc.carter@milton-keynes.gov.uk, 01908 253061)
Recording and analysing customer satisfaction information
Miscellaneous-
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, )
Review of housing register and homelessness services
Miscellaneous-
Chiltern District Council is currently reviewing its arrangements for delivering its housing register and homelessness services. The services are currently delivered via another agency and one option may be to bring these services back 'in-house'. Does anyone have any experience bringing services such as this 'in-house' after being outsourced and what were the key issues and problems that had to be tackled in achieving it?
05-02-10
(Michael Veryard, Chiltern District Council, mveryard@chiltern.gov.uk, 01494 732200)
Void repair policy/standards
Miscellaneous-
Hi
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 organisations void repair policy or relet standards.
Many thanks
03-02-10
(Simon Flaherty, Calico Housing, SFlaherty@calico.org.uk, 07976 079608/01282 686455)
ISO9001
Miscellaneous-
Our housing department is considering gaining ISO9001, 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)
Control centre shift patterns
Miscellaneous-
Rugby Borough Council is reviewing its control centre shift patterns.
Can you share with us how you operate your control centre, the number of staff on duty and the shift patterns?
29-01-10
(Kate Miley, Rugby Borough Council, kate.miley@rugby.gov.uk, 01788 533840)
New assured tenancies - rent increases
Miscellaneous-
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)
Notifiable Events Policy
Miscellaneous-
We are looking to pull together a draft Notifiable Events Policy. Does anyone have a template that they would be willing to share?
28-01-10
(Julie Montague, Cordale Housing Association, juliemontague@cordalehousing.org.uk, )
Resident involvement – reward and recognition
Miscellaneous-
I would be very grateful to hear of any formal schemes used by member organisation to reward and recognise those residents who get involved, particularly those who do so on a regular basis.
If anyone is operating any schemes, details of any tax implications would be appreciated.
26-01-10
(Michael Thayne, Guinness Midsummer Housing Association, michael.thayne@guinnessmidsummer.org.uk, 01908 544744)
Sustainablity strategy
Miscellaneous-
We are currently reviewing our sustainability strategy. Are there helpful colleagues who would be prepared to send me a copy of their strategies/ statements where they exist?
Many thanks
26-01-10
(Rob Jones, Glasgow Housing Association, rob.jones@gha.org.uk, 0141 274 6717)
Appliances in void kitchens
Miscellaneous-
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
Miscellaneous-
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
Miscellaneous-
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)
Quality assurance
Miscellaneous-
I am trying to find out what other organisations are using as their quality assurance system (eg, ISO, EFQM) or if they have one at all. At Homes for Northumberland we have used ISO 9001 for several years and we are currently reviewing this system. We are trying to find out if there are better systems out there that we could use.
I would really appreciate a reply to say what quality assurance system your organisation uses and more importantly if it is useful to the organisation.
I would be happy to share the feedback I receive if anyone is interested.
If you could reply by 29 January 2010 that would be appreciated.
20-01-10
(Chris Thompson, Homes for Northumberland, chris.thompson01@hfn.uk.com, 01670 542099)
Data protection in relation to children's sensitive data
Miscellaneous-
We are about to undertake a profiling exercise but are looking at the data protection laws especially in relation to collecting and retaining personal sensitive data from children. Has anyone done anything similar and could offer advice?
Do you get their representative's explicit consent for this data to be held and then what do you do when the child becomes 18 and responsible for their own data?
18-01-10
(Tracey Wilson, Progress Housing Group, twilson@progressgroup.org.uk, 01772 450876)
Customer profiling
Miscellaneous-
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)
Evaluation of housing strategy
Miscellaneous-
Does anyone have any ideas on how to evaluate an existing housing strategy before doing a new one? How do we test what impact the strategy has had on our intended outcomes? What unintended outcomes did it have? Should we do the evaluation ‘in-house’, use consultants, or peer-review by another housing provider?
We are a Welsh local authority, but would be delighted to learn from housing organisations anywhere.
12-01-10
(Matt Miller, Carmarthenshire County Council, mmiller@sirgar.gov.uk, 01267 228842)
Rent setting
Miscellaneous-
We have recently had a block of sheltered flats modernised. All the flats have increased in size from a bed-sit (shared bathing facility) to one bedroom (own bathing facility). My question is can we set the rent of these new flats to our formula rent level?
12-01-10
(Martin King, Corby Borough Council, martin.king@corby.gov.uk, 01536 464607)
Signing up new tenants
Miscellaneous-
We currently have quite a comprehensive sign-up procedure which includes the showing of a short DVD to new tenants. The sign up usually takes around 45 minutes so I am currently reviewing this to ensure that we focus on meeting the needs of the customer in settling them into their new home.
Would anyone be willing to share their experience and their approach to signing up new tenants to help inform my review please?
Thanks
11-01-10
(Julie McCartney, Gateshead Housing Company, juliemccartney@gatesheadhousing.co.uk, 0191 433 5304)
Succession - secure tenancies
Miscellaneous-
I am looking to develop some guidance around the managing of requests to succeed to secure tenancies, including discretionary succession.
I am interested in what criteria organisations apply as to whether or not to let the successor remain in the same tenancy even though they may be underoccupying and the property is very high demand.
If you have any internal guidance for managers on this and are willing to share this please can you contact me.
Thanks
11-01-10
(Julie McCartney, Gateshead Housing Company, juliemccartney@gatesheadhousing.co.uk, 0191 433 5304)
Collection of tenant profile information
Miscellaneous-
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)
CRE Code of Practice for Equality in Housing
Miscellaneous-
Could you let me have information on how your organisation demonstrates compliance with the CRE Code of Practice for Equality in Housing?
07-01-10
(Liz Dunlop, Rugby Borough Council, liz.dunlop@rugby.gov.uk, 01788 533841)
Fair and equal access
Miscellaneous-
I am looking at monitoring fair and equal access to all housing services and reporting on the findings.
Could you share the approach your organisation takes, what services are monitored and how you report on the findings? If you are able to share any paperwork in this area it would be appreciated.
07-01-10
(Liz Dunlop, Rugby Borough Council, liz.dunlop@rugby.gov.uk, 01788 533841)
Non-thermostatic showers
Miscellaneous-
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)
Transfer incentive schemes
Miscellaneous-
Do any local authorities use their transfer incentive schemes to fund aids and adaptations for tenants at their new properties?
05-01-10
(Fiona Walsh, Warwick District Council, fiona.walsh@warwickdc.gov.uk, 01926 456447)
Voids performance monitoring
Miscellaneous-
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)
Rent setting policy
Miscellaneous-
We are currently undertaking the rent increase calculation for 2010/11 and as a result of LGR and many of our HRA experienced finance people leaving we are a little concerned regarding the remaining expertise and knowledge. As a result could you please forward the following queries to any relevant persons/bodies that may be able to provide the assurance we are looking for.
We have increased (or to be more exact decreased) our 2009/10 rents by -0.9% (RPI + 0.5% = -1.4%+0.5%) and converged them over three years. As a result the rent increases (subject to caps and limits) range from -2.10% to +5.54%. Can we confirm that there is no upper limit (ie, 5%) on any increase.
A year ago we un-pooled certain service charges, the regulations state that any increase in service charges should be contained within the overall rent limit and as such should only increase by RPI + 0.5%. Since this is calculated at -0.9% do we have to reduce service charges or can they remain as per the current year? Can you further confirm that service charges in respect of heating schemes can be increased by more than this limit to cover actual increases in costs.
Thanks
04-01-2010
(Marie Smith, Durham County Council, marie.smith@durham.gov.uk, 0191 5274534)
Policy development/critical friend
Miscellaneous-
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)
Service charge policy
Miscellaneous-
I am reviewing our service charge policy. Does anyone have a policy that reflects good practice?
In return, we will provide copies of our policy when it is completed.
23-12-09
(Rob Pearce, Swan Housing Group, rpearce@swan.org.uk, 0207 5102964)
Legal Performance Indicators and service standards
Miscellaneous-
Hi
We have an in-house legal team at One Vision Hosuing who are currently looking to develop their own Performance Indicators and service standards.
We would be extremely grateful if any other RSL's could provide us with some examples of what they have developed to give us a starting point to develop our own sets.
Kind regards
21-12-09
(Louise Ndukwe, One Vision Housing, louise.ndukwe@ovh.org.uk, 0300 365 1111 ext 5634)
Noise nuisance in high rise flats
Miscellaneous-
We have numerous complaints about noise and nuisance in our high rise flats. Most of the problems relate to loud music. Residents are often unwilling to return diary sheets. This prevents us from progressing their complaint. We have a concierge service and two estate officers. How do other authorities and HA's manage noise nuisance in high rise properties?
18-12-09
(Nuala Grady, Rugby Borough Council, nuala.grady@rugby.gov.uk, 01788 533753)
Void Incentives
Miscellaneous-
SARH is looking at introducing a Corporate Incentives Scheme for our customers. One particular incentive we are considering is the introduction of a Void Incentive eg, £50 issued to outgoing tenants who leave their property clean, tidy and in good repair.
I would love to hear from any other organisations who have introduced a similar scheme to learn what impact this had on the condition of properties returned.
Many thanks
18-12-09
(Amanda Nicklin, Stafford & Rural Homes, amanda.nicklin@sarh.co.uk, 01785 216613)
Housing allocations and employment
Miscellaneous-
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 C/H repair request
Miscellaneous-
Does anyone have elderly residents who have issues with their gas central heating system, and subsequently report faults that after inspection are unfounded.
How do you resolve issues of this nature?
15-12-09
(Jeanne Bessey, Rugby Borough Council, jeanne.bessey@rugby.gov.uk, 01788 533842)
Alternative ways to manage leasehold services
Miscellaneous-
Hello
We are undertaking a value for money review of leasehold services and with the upcoming retirement of our key officer we are wondering if there are any ways of providing the services? If you have experience of outsourcing this work or doing it in partnership with other organisations I would be pleased to hear from you. Also if you looked into this and decided against I would be interested to hear about it.
We are a stock retaining authority with about 400 leaseholds.
Many thanks
11-12-09
(Clare Jones, Waverley Borough Council, clare.jones@waverley.gov.uk, 01483 523373)
Empty homes and garages strategies
Miscellaneous-
We are currently reviewing our approach to how we manage our empty homes and garages. Does anyone have best practice strategies for voids and garages that they are willing to share with us?
08-12-09
(Jolanda Anderson, Merlin Housing Society, jolanda.anderson@merlinhs.co.uk, 01454 821097)
Tenancy agreements
Miscellaneous-
Hanover is reviewing it's tenancy agreement and would be grateful to receive example copies of any tenancy agreements which are well designed or demonstrate good practice.
Thank you
04-12-09
(Anne Everson, Hanover Housing Association, anne.everson@hanover.org.uk, 01784 446113)
Cost of accessing services
Miscellaneous-
I am looking to carry out a piece of work around the cost of our customers accessing our services, ie, the cost per customer of our receptions, email, phones, etc, as I want to review which of our services are value for money and which are the most cost effective.
Has anyone done a similar exercise that they are willing to share or any advice on where is a good place to start?
Thanks
02-12-09
(Justine Carroll, Willow Park Housing Trust, carrollj@willow-park.co.uk, 0161 9469526)
Rent setting policy
Miscellaneous-
I work for a recenty established unitary authority Durham County Council. We are looking to develop a rent setting policy and process for the Council's housing stock which includes two ALMO's and 6,000 stock retained.
Do any authorities have information as to how they have approached this and can they offer copies of policies?
03-12-09
(Marie Smith, Durham County Council, marie.smith@durham.gov.uk, 0191 5274534)
Setting up a customer panel
Miscellaneous-
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
Miscellaneous-
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
Miscellaneous-
We are a LSVT authority - but have retained management of a number of hostels for temporary accommodation. We are looking for an affordable rent acounting IT system for around 60 units and maybe 200-300 sundry debtors. None of the mainstream IT systems seem to cater for such a small number of units. Can anyone suggest what products might be available?
01-12-09
(Stephen Tingley, Broxbourne Housing Association, spt.housing@broxbourne.gov.uk, 01992 785522)
How do we reduce the risks involved in a bond scheme from tenants contributions?
Miscellaneous-
Currently we are assisting certain priority need homeless applicants by paying cash deposits on their behalf to help them to access private sector tenancies. There is little in the way of an incentive for landlords or tenants to report the ending of a tenancy and the cash deposit scheme is proving very expensive for the council. Because of the costs we are now working towards changing over to a bond scheme.
Our original thoughts were to offer a bond scheme where the tenants repaid the bond to the council on a monthly basis, thereby reducing the risk to the council each month by the value of the contribution from the tenant and resulting in a stake for the tenant at the end of the period of the bond. However we understand that the tenant’s monthly repayments to the bond can only be accessed for deposit purposes if each repayment is placed in a tenancy deposit protection scheme. It would be impractical to ask landlords to pay each monthly repayment of the bond into a tenancy deposit protection scheme.
Does anyone have a procedure in place that collects a contribution from tenants towards a bond? If so, please could you explain how it works?
26-11-09
(Ian Rigby, South Somerset District Council, ian.rigby@southsomerset.gov.uk, 01935-462766)
Developing Plans and Policies
Miscellaneous-
Do you use customer intelligence to feed into either business plans, service plans, strategies and policies?
If you do you customer intelligence information, please describe what type of information you use, for example, customer profiling information, Orchard, housing management systems, CRM or other sources.
Also, do you use a specific method/processs/framework to enable you to feed customer intelligence information into your policies please?
Thank you
25-11-09
(Carol Adams, St Georges Community Housing, carol.adams@sgch.org.uk, 01268 465148)
Housing Benefit Claims
Miscellaneous-
We are finding at the present time that Housing Benefit claims are taking three weeks or more to assess.
Is this standard amongst other housing organisations or are shorter/longer times being taken?
Thanks
Diane Hillyer
Housing Policy Officer
25-11-09
(Diane Hillyer, Welwyn Hatfield Borough Council, d.hillyer@welhat.gov.uk, 01763 288213)
Lean Management
Miscellaneous-
Do you use a lean management tool or any customer journey mapping methodology to improve efficiency and/or outcomes to the customer?
If so what tool/method do you use please?
Thank you
25-11-09
(Carol Adams, St Georges Community Housing, carol.adams@sgch.org.uk, 01268 465148)
Policies
Miscellaneous-
Are the policies developed by your organisation written by either:
- The service lead/manager
- A corporate team as part of their role within the organisation or
- A combination of both of the above.
Do you use a template/framework for developing policies and if so, would you be prepared to share this with me please?
Thank you
25-11-09
(Carol Adams, St Georges Community Housing, carol.adams@sgch.org.uk, 01268 465148)
Utility suppliers - empty property management
Miscellaneous-
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
Miscellaneous-
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?
Miscellaneous-
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
Miscellaneous-
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)
Relationship breakdown and joint tenancies
Miscellaneous-
Does anyone have any examples of good practice in relation to issues of joint tenancies and relationship breakdown?
Many thanks
Diane
12-11-09
(Diane Hillyer, Welwyn Hatfield Borough Council, d.hillyer@welhat.gov.uk, 01707 357774)
Photographic ID
Miscellaneous-
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
Miscellaneous-
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)
In-house cleaning service
Miscellaneous-
We are looking to implement an in-house cleaning service for tenants and leaseholders and therefore move away from the pooling of service charges.
Has anyone gone through this process? If so, did you apportion the individual charges by blocks, parts of blocks, size of property or by any other method?
I would appreciate discussing this with you.
09-11-09
(Marc Carter, Milton Keynes Council, Marc.Carter@Milton-keynes.gov.uk, 01908 253061)
Snow, ice and leaves
Miscellaneous-
Do any members wish to share good practise relating to dealing with slipping hazards during winter months especially the practical outcomes of risk assessments?
Do members adopt preventative or reactive policies? What sort of processes and monitoring systems are employed and what records maintained?
09-11-09
(Robert Gregory, Black Country Housing Group, gregoryr@bcha.co.uk, 0121 561 1969)
CRB policy
Miscellaneous-
We are looking to review our corporate CRB policy and I was wondering if anyone would share their current policy with me? I am particularly interested in the specific roles (outside of care staff) that you carry out CRB checks on and the reasons why.
Thank you in advance
06-11-09
(Ashleigh Evans, Bournville Village Trust, ashleighevans@bvt.org.uk, 0121 415 6515)
Impact of financial crisis on vulnerable groups
Miscellaneous-
I am currently collating examples for a book chapter which is examining the impact of the financial crisis on vulnerable groups. If HQN members have any particular examples that they would like to share, I would be very interested to speak to them. I can be contacted on jrichardson@dmu.ac.uk
06-11-09
(Jo Richardson, De Montfort University, jrichardson@dmu.ac.uk, 07540570606)
Starter tenancies with automatic conversion clause
Miscellaneous-
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
Miscellaneous-
We are currently looking at reviewing our DPA policy. I was wondering if there was some legislation or even guidance that suggests some types of DPA may carry a higher priority than others, such as 'bathing may be less of a priority issue than an access ramp'?
If anyone has any information on this, I would be grateful.
05-11-09
(Sarah Graham, Sedgefield Borough Homes Limited, sarah.graham@sedgefieldboroughhomes.co.uk, 0845 505 5500)
Sheltered Housing Stock - Support services
Miscellaneous-
Sedgefield Borough Homes is a newly established HA and we are currently reviewing a number of our key service areas. One of the main areas we are about to review is our sheltered housing and associated support services.
I would be grateful if any housing organisation has undertaken a consultant-led review of similar services, with a view to producing a strategy for both physical interventions for its sheltered housing stock and its support services, and if they would share the brief used to procure the work, with us?
04-11-09
(Gary Mountford, Sedgefield Borough Homes Limited, gary.mountford@sedgefieldboroughhomes.co.uk, 0845 505 5500)
Remit/terms of reference
Miscellaneous-
I am looking to develop a communications panel to monitor things like websites, etc, and develop a facebook/twitter page.
Has anyone got any example documents for terms of reference and remits they would be willing to share?
03-11-09
(Lorna Powell, Harvest Housing Group, Lorna.Powell@harvesthousing.org.uk, 0161 248 2383)
Funding disabled adaptations for RSL tenants
Miscellaneous-
Are you a local authority/one of a group of authorities that has agreed a local agreement with RSL partners on the funding of adaptations for RSL tenants?
I am currently leading a task and finish sub-group of the Kent Housing Group into the funding of disabled adaptations for RSL tenants in Kent, with a view to reaching a Kent-wide local agreement on the future funding of adaptations for RSL tenants in accordance with the government guidance in 'Disabled Facilities Grant: The Package of Changes to Modernise the Programme' (February 2008). I would be interested to hear of any best practice from elsewhere.
30-10-09
(David Crosby, Tunbridge Wells Borough Council, david.crosby@tunbridgewells.gov.uk, 01892 554192)
Job descriptions and person specs
Miscellaneous-
I would like to ask if anyone is willing to share a copy of their job description and person specifications for their scheme managers/support workers for older people/those supporting people in sheltered along with any supervisory posts and some indication as to how recent these are.
I would also like to ask if members could advise of current salary/grades these posts are paid.
I am currently working on a new model of service delivery for WALH and would be grateful for any information relating to job descriptions for staff.
30-10-09
(Karen McHugh, Wigan & Leigh Housing Company, k.mchugh@walh.co.uk, 01942 486605)
High-rise/vulnerable
Miscellaneous-
We'd be interested to hear if there are any housing providers who have high-rise flats (perhaps in semi-rural areas) which have a tendency to attract a disproportionately high number of vulnerable people, and how this practice can be addressed?
29-10-09
(Adrian Gordon, Trans-Pennine Housing, adrian.gordon@ph2k.org.uk, 01484824330)
Council mortgages
Miscellaneous-
Our cabinet member for strategic planning feels that Horsham DC (which transferred its stock) ought to to be able to use 106 money to fund mortgages for people who cannot access banks/building societies. These mortgages could be hereditary and our member is convinced this will work.
Are there other Councils that are doing this? Have any looked at the issue and come up with watertight reasons why it can't or shouldn't be done?
Thanks for your help.
27-10-09
(Andrew Smith, Horsham District Council, andrew.smith@horsham.gov.uk, 01403 215202)
Should tenant board members sit on service/mystery shopping panels
Miscellaneous-
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
Miscellaneous-
We are currently reviewing our policy on management moves. We would be interested to hear from other housing providers how they deal with requests for moves from tenants who are in rent arrears and subject to Court orders, particularly when there is an overcrowding issue.
22-10-09
(Amanda Jones, Rugby Borough Council, amanda.jones@rugby.gov.uk, 01788 533834)
Ofsted inspections
Miscellaneous-
As part of Ofsted's inspection of safeguarding and looked after children services, have any colleagues been interviewed by these inspectors? If so, what kind of issues were they interested in discussing? In addition has anyone put in place specific new arrangements for homeless 16/17 years olds following the Southwark Ruling?
Please could you let me know?
16-10-09
(Gareth Mead, Hammersmith and Fulham London Borough, gareth.mead@lbhf.gov.uk, 0208 753 5344)
Tenant board member recruitment
Miscellaneous-
We have six tenant board members who are elected rotationally by patch, two per year (although they do not represent the patch). Currently I use three methods of recruitment:
1 Advertisements in the local weekly press and in our in-house magazine.
2 A direct mailshot to the tenants involved.
3 Out and about at markets and supermarkets etc.
Methods two and three are the most successful, nonetheless we could do with getting more tenants to stand. Does anyone have suggestions on how I might improve the recruitment process?
16-10-09
(Robert Dawson, Green Vale Homes, robert.dawson@greenvalehomes.co.uk, 01706 836350)
Tipping charges and WEEE
Miscellaneous-
Sheffield Homes is currently reviewing its tipping contracts and we are exploring possibilities of treating WEEE (Waste Electrical and Electronic Equipment) differently, eg, though a PCS scheme. I was wondering if there is anybody out there who may have gone through a similar experience and is willing to discuss/share what they have done? I'm particularly interested in the prices paid (in any) for the removal of the WEEE and the impact it had on the more general tipping contract.
12-10-09
(Chris Goodacre, Sheffield Homes, chris.goodacre@sheffieldhomes.org.uk, 0114 2039150)
Emergency packs
Miscellaneous-
We are trying to establish if any other housing associations have developed a pack of information to be handed out to staff and residents on a major incident, ie, fire or flood.
The pack would include details of re-housing arrangements, grants available, main contact details for housing associations and insurance companies, etc. It would also include what to do in the event of a death, counselling and groups in the area.
We are currently developing a procedure for attendance at a major incident and who should be there and who should contact who.
Any advice on the above would be appreciated.
7-10-09
(David Sewell, Derwentside Homes, d.sewell@derwentsidehomes.co.uk, 01207 524209)
Means testing aids and adaptations
Miscellaneous-
Has any local authority decided to means test aids and adaptations?
Have you considered it?
Any information will be gratefully received.
06-10-09
(Annalisa Howson, Waverley Borough Council, annalisa.howson@waverley.gov.uk, 01483 523453)
Tool hire scheme
Management-
We are trying to get a tool hire scheme off the ground and have hit a number of challenges. Has anyone else done this and if so, would you be willing to share your experiences with us please?
01-10-09
(Judy Mace, Homezone Housing, judymace@homezonehousing.org.uk, 01543 420857)
Policy and service reviews
Miscellaneous-
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
Miscellaneous-
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
Miscellaneous-
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
Miscellaneous-
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
Miscellaneous-
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
Miscellaneous-
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, Twynham Housing Association, 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
Miscellaneous-
I work as a Customer and Community Empowerment Co-ordinator and want to find out if there are any good practice examples anyone can share with regards to Tenant Federations?
25-08-09
(Lorna Powell, Harvest Housing Group, Lorna.Powell@harvesthousing.org.uk, 0161 248 2383)
Right first time
Miscellaneous-
How are other organisations capturing this information and is there a best practice for reporting performance?
18-08-09
(Peter Long, St Georges Community Housing, peter.long@sgch.org.uk, 01268 465 265)
Equality and diversity
Miscellaneous-
I am researching best practice for transcription of materials/documents/letters/magazines for our customers who have sensory disabilities, learning difficulties, mental health disabilities, dexterity and mobility disabilities, etc. If anyone has any good ideas or best practices I would be very grateful.
Thanks
07-08-09
(Amanda Tattershall, Paradigm Housing Group, amanda.tattershall@paradigmhousing.co.uk, 01494 588266)
Major 1 void status process
Miscellaneous-
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
Miscellaneous-
We have agreed to introduce family intervention tenancies and would like to hear from anyone that has already done so. I am particularly interested in seeing any FIT tenancy conditions and customer factsheets on FITs.
We are also looking at setting up a family intervention project and would like to hear from anyone that currently has one with regards to innovative ways of funding them.
05-08-09
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Percentage of appointments
Miscellaneous-
1. Percentage of appointments made as a percentage of responsive repair orders.
2. Percentage of appointments kept as a percentage of appointments made.
Please can you advise for the above PI's how you classify appointments made?
At Newham Homes we define it as repair appointments made to our contractor by our residents for works inside and outside of their property, thus a repair can be traced on our system to a specific address. We currently exclude appointments made by staff for contactors, for communal area repair works, as until recently, we have not had an accurate way of checking whether the appointment was kept.
When calculating this PI:
a) Do you exclude communal areas from appointments made? (As it cannot be traced back to a specific residential property)
b) Include appointments for communal repairs, and if so how do you measure whether the appointment made was kept.
Your assistance is very much appreciated
Regards
05-08-09
(Faisal Gajia, Newham Homes, Faisal.Gajia@newhamhomes.com, 020 8430 4247)
Supporting people to move for work
Miscellaneous-
Does anyone have experience of helping people to move to take up work?
I am working with a council with very limited housing supply who are keen to join up thinking around employment and housing, to help people find work and accommodation in other areas, potentially anywhere in the UK.
If you already run such schemes, what do you do? How do you support people to find accommodation in other areas? Have you built relationships with councils or landlords in other areas?
05-08-09
(Suzanne McBride, HQN, suzanne@heron-consulting.co.uk, )
Management fees
Management-
I am trying to ascertain the different methods that HAs/landlords apply to recover a management fee from their leaseholders. Do landlords apply a management fee together with a percentage of their service charge or do they just apply a percentage of their service charge. If the latter applies can you also indicate what the percentage has been applied?
05-08-09
(Paul Richmond, Yorkshire Housing Group, paul.richmond@yorkshirehousing.co.uk, (01484) 440924)
On line customer involvement training for staff
Miscellaneous-
We are an ALMO who wish to continue to embed and develop customer involvement across all staff areas within our organisation. We are tentatively exploring cost effective on line learning resources for customer involvement training and have been unable to locate anything which meets our needs. Have any other housing providers looked into, or, are currently using this or similar?
I would be pleased to recieve any recommendations or advice.
29-07-09
(Evelyn Gaughan, West North West Homes Leeds, evelyn.gaughan@wnwhl.org.uk, 01132477110)
Revision of tenancy agreement
Miscellaneous-
We are about to undertake a review of our secure tenancy agreement.
If anyone has updated their agreement in 2008/09 and would be willing to send me their agreement I would appreciate it.
Thank you
23-07-09
(Fiona Buist, H&F Homes, fiona.buist@hfhomes.org.uk, 0208 753 4464)
Benchmarking equality
Miscellaneous-
Could you advise what ‘opportunities’ there are for a medium sized HAs to benchmark in delivery of equality across all diversity strands?
Thank you
23-07-09
(Amanda Tattershall, Paradigm Housing Group, amanda.tattershall@paradigmhousing.co.uk, 01494 588266)
Policy and strategy
Miscellaneous-
Can anyone provide me with a clear and simple (plain english) definition of a policy as opposed to a strategy?
Thank you
23-07-09
(Amanda Tattershall, Paradigm Housing Group, amanda.tattershall@paradigmhousing.co.uk, 01494 588266)
Charges for gas meter reconnections
Asset Management-
We currently have an issue in Hull whereby supply authorities (in particular gas) are charging in the region of £640 to have services reconnected for a new customer (due to the previous tenant having tampered with the meter). Unfortunately, as the landlord we foot the bill.
Have any other authorities experienced this and if so what measures, if any, are they taking?
21-07-09
(Ian Miller, Hull City Council, ian.miller@hullcc.gov.uk, )
Tenant incentive schemes and golden goodbyes
Miscellaneous-
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 Association, shazia.mohammed@aldwyck.co.uk, 01582 869100)
Benchmarking RTA/RTB
Miscellaneous-
Just wondered if anybody had any examples of benchmarking RTB/RTA services?
26-06-2008
(Phil Citrone, Paradigm Housing Group, philip.citrone@paradigmhousing.co.uk, 01494 588225)
Fire safety risk assessments
Miscellaneous-
Cambridge City Council are in the process of a bid for resources to carry out fire safety risk assessments and we would like a feel for the price range of these risk assessments, as we have a current provider who we will feels charges a very reasonable sum of money - but we need to ensure that we have sufficient fund in the bid.
Would anyone be happy to share information on the costs they have incurred for FSRA, in relation to sheltered accommodation and communal areas?
26-06-09
(Jenny Gibson, Cambridge City Council, Jenny.Gibson@cambridge.gov.uk, 01223 457839)
Management of older persons properties
Strategy and Policy-
We are carrying out an appraisal of our existing arrangements for the management of designated older peoples properties (including Cat 1) across the group, other than sheltered properties (Cat 2).
We would be grateful if you could let us know whether your organisation/group approach is:
1 Housing management; and call systems and services and SP contracts all managed by specialist team
2 Housing management services provided by neighbourhood teams with call systems and services and SP contracts managed by specialist teams
3 All housing management and calls systems and services and contracts managed in general needs teams in neighbourhoods
4 A mixture of all of the above approaches.
25-06-09
(Mary Walker, Harvest Housing Group, mary.walker@harvesthousing.org.uk, 0161 2482361)
Policy and procedure manual
Miscellaneous-
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
Miscellaneous-
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
Miscellaneous-
The Trust are looking at asking its leaseholders to provide annual CP12 certificates. Does anybody else do this and if so how do you go about it, how succesful is it, do you enforce it and what problems do you encounter? Any help that you can give will be greatly appreciated.
Thanks
18-06-09
(Simon Maney, Watford Community Housing Trust, simon.maney@wcht.org.uk, 01923 209216)
Monitoring service standards
Performance Improvement and Efficiency-
We are currently reviewing how we monitor service standards and wondered if anyone had best practice/experience of this that they might be willing to share?
18-06-09
(Hazel Howard, Black Country Housing Group, howardh@bcha.co.uk, 0121 561 1969)
National debtors list
Strategy and Policy-
A tenant of ours was asking if there is such a thing as a national debtors list?
For instance if a tenant leaves their property owing money for whatever reason, it should stay with them wherever they go, for example trying to get housed through another authority.
Is there some sort of list these people could be added to?
16-06-09
(Leona Keeble, Vale of Aylesbury Housing, leona.keeble@vaht.co.uk, 01296 732685)
Dealing with ASB - alternative approaches
Miscellaneous-
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 Association, simi.sharma@aldwyck.co.uk, 01582 869 117)
HB verification
Miscellaneous-
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
Miscellaneous-
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
Miscellaneous-
We are reviewing the way our tenant rep committee votes in their chairperson. At the moment they are voted in and only serve one year in office. However, we are thinking about making them hold chairmanship for three years to keep continuity of work.
I'd be interested to know how other LA committees work.
Thanks
05-05-09
(Sarah Lloyd, Nuneaton and Bedworth BC, sarah.lloyd@nuneatonandbedworth.gov.uk, 024 7637 6493)
Equality impact assessments
Performance Improvement and Efficiency-
We are impact assessing a range of our housing policies and procedures.
If you have any examples of completed equality impact assessments please could you let me know or forward them to me?
Thanks
30-04-09
(Belinda Ford, Wycombe District Council, belinda_ford@wycombe.gov.uk, 01494 421703)
EPCs and short lease properties
Strategy and Policy-
Can anyone confirm whether an EPC is required on a property that has been on a short lease to a HA and is now reverting back to our ownership so a change of tenancy will have taken place but the tenant remains in the same property?
23-04-09
(Eleanor Kirk, Sheffield Homes, eleanor.kirk@sheffieldhomes.org.uk, 0114 2735524)
Rent on damaged properties
Miscellaneous-
I am currently researching best practice for dealing with properties which have become uninhabitable due to fire/flood/impact damage where that tenant would require emergency housing.
Housing Benefit will not make any contribution to the rent as the property cannot be lived in, therefore if not made void, the property will accrue rent arrears.
If the property is made void, no rent is charged but there will be a break in the tenancy which would have repercussions for any subsequent right to buy application made by the tenant.
Any information relating to your organisations practice would be appreciated.
Many thanks
16-04-09
(Lisa Cummings, Sedgefield Borough Homes Limited, lisa.cummings@sedgefieldboroughhomes.co.uk, 0.133 816166 ext 6005)
Transporting tenants in officers' cars
Miscellaneous-
Can anyone share with us specific policies that their organisation has in place regarding officers giving tenants a lift in their cars to go to conferences/training sessions/estate walkabouts.
We are specifically interested in the health and safety issues especially those around liability in the event of an accident.
Many thanks
14-04-09
(Michelle Dickson, Rugby Borough Council, michelle.dickson@rugby.gov.uk, 01788 533843)
Dealing with the practicalities of the Housing Minister's rent statement - 6 March 2009
Finance-
In regards to the recent ministerial announcement on council rents we are keen to learn how other council's are dealing with the practicalities and in particular:
How many councils intend to implement the rent decrease, how have they arrived at the decision to decrease rents or not?
How do they plan to implement the decrease in practice, for example:
- When will the decrease be implemented (ie, now or mid year…next year?), what are they doing about the notice, ie, re-serving, or not?
- Have they issued advice to their residents (mail shot or media press) and if so what have they said? What sort of feedback have they received?
- Have they re-consulted with tenants to get their opinion on the current situation and also the bigger picture?
Many thanks
08-04-09
(Heidi Rees, North Kesteven District Council, Heidi_Rees@n-kesteven.gov.uk, 01529 308 396)
Gas and electric supplies
Miscellaneous-
At Bolton at Home we have a number of issues with utility companies and replacing meters and changing suppliers to our current preferred supplier in void properties. These issues can cause delays of days and even weeks for our new tenants, and in some cases have led to customers having to stay in temporary accommodation for longer, cancel movers, or spend far too much time and money chasing for a new card or engineer.
Suppliers tell us there is no flexibility in the system to change supply companies, or the time it can take for an engineer to come to the property to either replace, fit or clear the debt off a meter.
We are looking at how we can address our own issues and I know other housing providers have similar issues. A number of posts on HQN attest to this.
So...given that as ALMOs, HAs and councils we manage a huge number of properties with existing or potential customers is there any power in numbers? If we got together as one would we have more clout?
Energy companies want the business, why else would they offer preferred supplier schemes?
I know the NHF joined the campaign to force energy companies to stop charging a premium for pre-payment meters, and that has worked. Is anyone doing anything else to see if we can get a better service for meter changes or supplier changes?
I'd be very interested in hearing your thoughts...we have a force of numbers, can't we use it?
Thanks
03-04-09
(Mark Leith, Bolton at Home, MARK.LEITH@BOLTONATHOME.ORG.UK, 01204 336770)
Lodging EPCs prior to A-rated boiler fit
Asset Management-
Sheffield Homes has a policy of not fitting boilers in vacant properties until tenanted to prevent risk of break-ins.
An A-rated boiler will be fitted at tenancy however the EPC will have already been lodged prior to boiler installation.
Our accreditor is now telling us we must issue a draft EPC to tenants which will be based purely on what's seen in the property therefore reducing the EPC score. We will then have to revisit the property once the boiler has been fitted and lodge the final EPC to get the correct rating.
Are any other authorities/HAs/ALMOs having the same issues?
27-03-09
(Chris Lake, Sheffield Homes, christopher.lake@sheffieldhomes.org.uk, 0114 2735593)
Repairs completed during evenings and weekends
Asset Management-
Hyde is aiming to offer appointments for repairs during evenings and weekends by 2010. Have any other members implemented this and if so,what has the take-up been from residents, and any pitfalls experienced?
27-03-09
(Ian Jenner, Hyde Housing Association, ian.jenner@hyde-housing.co.uk, 02032 072710)
Aids and adaptations
Management-
We are in the process of reviewing how aids and adaptations are delivered by Green Vale Homes (LSVT) in conjunction with the Local Authority.
Does anyone have any examples of SLAs between RSLs and LAs they are willing to share? We also want to involve customers more in the service including a review and on-going service delivery and reporting information to customers and we are also looking to review our customer satisfaction forms that we currently use in conjunction with the local authority.
We are particularly keen to learn about good practice/partnership working arrangements with LAs in terms of reducing waiting times and providing major adaptations promptly for RSL tenants.
If anyone has any information on how you have achieved this could you please send details to me at Julie.smith@greenvalehomes.co.uk or contact me on 01706 836323 to discuss further.
19-03-09
(Julie Smith, Green Vale Homes, julie.smith@greenvalehomes.co.uk, 01706836323)
IT procurement
Strategy and Policy-
We are currently considering our options in regard to our IT system.
Obviously one option is to replace it. Is there any member organisation currently looking at a similar project and would they be willing to investigate the possibility of joining us?
19-03-09
(Philip Leighton, Cannock Chase District Council, philipleighton@cannockchasedc.gov.uk, 01543 0464413)
Mobile home sites
Performance Improvement and Efficiency-
I should be grateful to hear from any councils who own or manage non-gypsy mobile home sites where residents own their own mobile homes but rent the plots from the council. In particular I would like to know:
- Do you have a site warden?
- How much are the plot fees?
- Do you charge the full 10% commission following the sale of a mobile home?
Thanks
17-03-09
(Maureen Farnell, Tandridge District Council, MFarnell@tandridge.gov.uk, 01883 732806)
Using customer profile data to analyse service provision
Management-
Hello there.
I would like to hear about examples of good practice for using customer profile data across the six strands of diversity, specifically to provide information on the take-up of services and to identify barriers to accessing services.
Thanks
16-03-09
(Nairn Davidson, Luminus Group, nairn.davidson@luminus.org.uk, 01480 428724)
Customer complaints
Management-
We are reviewing our customer complaints policy/procedure and looking for best practice. It would be good to hear from a high performing RSL and possibly visit several organisations to discuss the process and how it is implemented.
06-03-09
(Amanda Tattershall, Paradigm Housing Group, amanda.tattershall@paradigmhousing.co.uk, 01494 588266)
Gas/electric supplies to new let properties
Development and Regeneration-
We are having a problem with connecting gas/electric supplies to new let properties. The utility companies will not connect supply until the tenant has moved in but there is often several days delay. Has anyone got any ideas how to get round this?
Thanks
03-03-09
(Liam Dawson, Luton Borough Council, Liam.Dawson@luton.gov.uk, )
Consulting on rent setting
Finance-
At Islington we're in the process of reviewing the way we consult with tenants and residents on setting rents, fees and charges. We currently consult through reports sent to our ALMO’s consultative area housing panels.
However, we find that these reports are complex and difficult to understand for the layperson. If anybody has any best practice examples of written material, or specific forums used to consult on these issues it would be much appreciated if you could share them with me.
In return we’d be happy to share examples of our current and future consultation arrangements.
Please contact me to discuss.
03-03-09
(Bryony Willett, Islington London Borough, bryony.willett@islington.gov.uk, 0207 527 7713)
Voids
Strategy and Policy-
We are experiencing problems providing a power supply to our void properties for our operatives. This is particularly vital when they are working in the winter months.
Does anyone have a solution other than the provision of generators?
We are aware of 'power cards' but due to the number of suppliers and the fact there can be a debt remaining the suppliers are reluctant to help us.
02-03-09
(Andrew Welton, City West Housing Trust, andrew.welton@citywest.org.uk, 0161 605 7589)
Pests and vermin
Inspection-
Does anybody have a policy on pests?
If so, could I have sight of it please?
Does anybody know the legal implications of not having a pest policy?
02-03-09
(Tina Key, Shoreline Housing Partnership, tina.key@shorelinehp.com, 01472 572010)
Alternatives to Possession
Strategy and Policy-
Following our recent Audit Commission inspection we are interested in looking at alternatves to possession for rent arrears. We only put people in court as a last resort and follow the pre-action protocol but we would be interested to find out what other organisations do in relation to this?
26-02-09
(Paul Bayes, Green Vale Homes, Paul.bayes@greenvalehomes.co.uk, 01706 836309)
Former Tenant Arrears – incentives for early payment of debt
Finance-
Can you please help with some research. I am interested to know if there are any organisations that offer incentives to former tenants for early payment of debt? Eg, when they leave their tenancy owing debt - if they pay within a prescribed period then some of the debt can be written off.
Also are there any Schedule 1 consideration and how successful have any schemes been in collecting additional debt?
Many thanks
17-02-09
(Allison McVeigh, Coast & Country Housing, allison_mcveigh@cchousing.org.uk, 01642 771350)
Housing Associations and Environmental Protection Act 1990
Management-
There is a considerable number of ALMOs that are using the EPA 1990 for gas servicing purposes. Are there any housing associations that use the EPA 1990 to gain access to carry out gas servicing?
06-02-09
(Paul Msatida, Knowsley Housing Trust, paul.msatida@k-h-t.org, 01512907057)
Translation/interpreting policy
Development and Regeneration-
Does your organisation have a translation policy? If so, would you be happy to share that with me please? If your organisation doesn't have one, what kind of procedure do you have in place for dealing with requests for translation, eg, do you just translate on request?
Many thanks
06-02-09
(Jane Searle, Paragon Community Housing Group, jsearle@paragonchg.co.uk, 01932 235722)
Gas and electric supplies for new tenants
Performance Improvement and Efficiency-
I am looking at trying to resolve some issues we have around getting gas and electric supplies connected for new tenants.
We have an agreement with a provider for them to provide gas and electric but the problem we are facing is around pre-payment meters, particularly when there is an existing debt. Often it is taking several days for the provider to send the new tenant a pre-payment card, leaving vulnerable customers without gas/electric for a number of days. We are then faced with the issue of rent accruing on a tenancy that cannot be lived in.
I would like to know if any other landlord has been able to resolve these issues and how?
05-02-09
(Tibha Patel, Bolton at Home, tibha.patel@boltonathome.org.uk, 01204 335411)
No access policy/strategy
Strategy and Policy-
We are currently carrying out major investment programmes of work in our housing stock in order to meet the Scottish Housing Quality Standard by 2015.
We have a growing number of tenants either refusing the work or not providing access for the work to be carried out.
We would like to develop a policy/strategy for dealing with this and would appreciate it if any other members could assist.
04-02-09
(Jim Andrew, North Ayrshire Council, jandrew@north-ayrshire.gov.uk, 01294 225014)
Asbestos surveys - effect on void turnaround time
Inspection-
Where there isn't an asbestos survey (type 2 or 3) to reference and one is required prior to working on a void property, how are members reporting/dealing with the delay in starting work?
Surveys can take a minimum of three days to be produced, probably more in reality, with a 'key to key' target of 26 days the loss of three/five days is significant.
Surveys can also result in 'notifiable' asbestos being identified which may need removing and the HSE being notified via the ASB5 form. How do members report/deal with this variation?
Any information on procedures, legitimate reporting exclusions, etc, would be appreciated.
03-02-09
(Pete Elmer, Solihull Community Housing, pelmer@solihullcommunityhousing.org.uk, 0121 7171645)
Repair inspections
Inspection-
I was just wondering if anybody has any good practice examples of pre-repair and post-repair inspections?
Many thanks
03-02-09
(Phil Citrone, Paradigm Housing Group, philip.citrone@paradigmhousing.co.uk, 01494 588225)
Resident census
Performance Improvement and Efficiency-
BVT are currently working towards carrying out a full census of their residents, regardless of tenure, in mid 2009 following the Audit Commission's expressed requirement that all 'excellent' HAs should have a substantial customer profile.
I would like to hear from anyone who has gone through this process and if their is any good practice/lessons learnt from the exercise and if there were any data protection problems encountered particularly with reference to the storing and up keep of demographic information?
Thank you very much for your help, in anticipation.
26-01-2009
(Ashleigh Evans, Bournville Village Trust, ashleighevans@bvt.org.uk, 0121 415 6515)
Potentially violent tenants
Development and Regeneration-
I am looking to write a policy, procedure and staff guidance for dealing with potentially violent tenants, looking around the following:
- How do we define a potentially violent tenant
- Who needs to be alerted?
- How regularly do we review?
Does anyone have any sort of policy in place?
23-01-09
Thanks
(Justine Carroll, Willow Park Housing Trust, carrollj@willow-park.co.uk, 0161 946 9526)
Environmental health hazard rating 1
Inspection-
I'm interested in finding out how other local authorities deal with rehousing applications where Environmental Health have deemed the property to have a hazard 1 rating for being overcrowded by one bedroom?
12-1-09
(Daniela Lucci, Bristol City Council, daniela.lucci@bristol.gov.uk, 01173 533041)
Shared supported housing - benchmarking
Strategy and Policy-
Calico Housing has a number of shared supported housing properties for individuals with learning disabilities.
Calico is the landlord but not the support provider. The support is commissioned by our local social services.
We are currently developing our service as a landlord and would like to hear from anyone who would be willing share good practice documentation, policies and procedures. We are particularly interested in the following areas:
• Sevice level agreements with support commissioners and support providers
• Tenancy agreements
• Nomination and allocation procedure/protocols
• Landlord and support provider responsibilities in relation to health and safety, eg, risk assessment, fire checks
• Review visits.
Many thanks
12-01-2009
(Sarah Harker, Calico Housing, sharker@calicohousing.co.uk, 01282 686361)
Housing needs surveys
Development and Regeneration-
We are looking to carry out a housing needs survey of the whole of our district (which is both urban and rural). Has any other local authority carried out a recent housing needs survey? If so I would really like to hear from them to discuss who they used, methodology, questions, etc
09-01-09
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)
Use of text messaging within HAs
Performance Improvement and Efficiency-
I was wondering if anyone has adopted text message services into any area of business within their own HA.
If so, please can you answer the following questions:
How successful/effective was it?
What did it replace?
Was it expensive to set up and maintain?
Which service provider do you use and what makes them better than others?
Your response would really help us with our research.
08-01-09
(John Obidipe, One Housing Group, jobidipe@onehousinggroup.co.uk, 0207 4285577)
Deceased tenants policy
Asset Management-
What is your notice period for families of deceased tenants to return property keys?
Also do you charge for this period of notice?
22-12-08
(Donna Rosser, Corby Borough Council, donna.rosser@corby.gov.uk, 01536 464601)
Gas and electric checks for mutual exchanges
Performance Improvement and Efficiency-
As part of their mutual exchange process do organisations raise gas and electric orders on a property for the outgoing and the incoming tenants, or just on one?
19-12-08
(Samantha Webster, Hull City Council, sam.webster@hullcc.gov.uk, 01482 614208)
Service Improvement Strategies
Performance Improvement and Efficiency-
I am working on the development of a service improvement strategy for housing services in York. I would be interested in examples of strategies or hearing about how other housing organisations have approached this task. Alternatively if you are in the process of or considering developing a strategy, would you be interested in undertaking the role of critical friend, which we would be happy to reciprocate.
Particularly interested in examples from retained stock councils, but also ALMO and RSL.
Also examples of improvement planning templates.
18-12-2008
(Alison Leech Service Development Manager City of York Council, City of York Council, alison.leech@york.gov.uk, 01904 554362)
Management of sites for Gypsies and Travellers
Management-
Rugby Borough Council has bought a number of pitches for caravans and is looking into how best to manage these.
Can anyone advise on how they have provided management for this client group, please? Specifically:
- Which organisation is managing the site
- If in-house, which service manages the site (eg, environmental health, housing, etc.)
- How have you designed the letting of pitches: a simple list, through choice-based lettings, etc.
Thanks
16-12-2008
(Steve Shanahan, Rugby Borough Council, Steven.Shanahan@rugby.gov.uk, 01788 533820)
Leaseholders gas safety
Asset Management-
Can any one who is dealing with gas saftey for leaseholders share any information regarding procedure and charges?
We are looking at offering the gas safety service to leaseholders in the near future.
15-12-2008
(Paul Msatida, Knowsley Housing Trust, paul.msatida@k-h-t.org, 0151 290 7057)
First week rent in advance
Miscellaneous-
We are currently investigating the feasibility of requesting the first week's rent in advance at the time of sign up and I am aware a number of organisations adopt this policy.
I am interested to know how this policy is applied to cases who may be in entitled to Housing Benefit and what percentage of new tenants actually pay this rent in advance? Does this policy affect your relet times?
02-12-08
(Alan McEvoy, Liverpool Housing Trust, amcevoy@lht.co.uk, 01928 7047 30)
Changing to variable service charges
Miscellaneous-
After a lot of deliberation, we have agreed to move from fixed to variable service charges. We believe this will make us more open and accountable to our residents and put a real focus on delivering value for money services.
I know the process can be slow and painful, but I would very much like to hear from others who have recently gone down this route. I'd be interested in sharing project plans, consultation with residents, and crucially IT systems.
01-12-08
(Nicola Macbride, Peabody Trust, nicola.macbride@peabody.org.uk, 0207 021 4389)
Gas safety as an additional breach to possession proceedings
Miscellaneous-
1 Has anyone applied to court to have gas safety breaches as an additional ground for possession to already existing breaches? For instance, adding it to rent arrears. ASB possession proceedings.
2 If you did, was it added on the basis of breach of tenancy agreement or causing nuisance due to risk presented to other people OR others ? Ie, neighbours and visitors.
If there is anyone who has done the above, please would you share information with us?
26-11-08
(Paul Msatida, Knowsley Housing Trust, paul.msatida@k-h-t.org, 0151 290 7057)
BT reconnections
Miscellaneous-
We are having a problem with BT and other communications providers when we do Decent Homes door and window replacements. BT are insisting for a fee (£175) to re-connect, does any one else have this problem and have you asked BT to compensate you for the damge to your property?
27-10-2008
(Robert Weyman, Phoenix Community Housing, robert.weyman@phoenixch.org.uk, 0208 461 3005)
Gas non-access forced entry
Miscellaneous-
It has been suggested that a number of associations following the legal process have used forced access, accompanied by the police, to properties to carry out gas servicing/safety check to properties that are over due? Can anyone share their experiences and if forced entry is used, how is it obtained?
22-10-2008
(John Dyson, Kingfisher Housing Association, john.dyson@whp.org.uk, 01256 302358)
ASB Impact KPI's
Miscellaneous-
Would anyone be able to tell me what ASB KPI's they use to measure how the work that they do impacts positively on the tenants. For example, how ABC's may reduce ASB or how certain interventions may reduce fear of crime, etc.
17-10-08
(Juliette Milton, Vale of Aylesbury Housing, juliette.milton@vaht.co.uk, 01296 732673)
Daily Periodic Tenancies
Miscellaneous-
Has anybody (local authority or RSL) implemented daily periodic tenancies where the commencement of tenancies are on days other than a Monday? This is being considered as part of a voids performance improvement plan and any experience or impact of such an initiative will be welcomed.
14-10-2008
(Martin Ashpole, Ipswich Borough Council, martin.ashpole@ipswich.gov.uk, 01473 433143)
Grants to under-occupiers
Miscellaneous-
As part of our effort to make full use of the social housing stock we are considering match-funding payments by HAs to under-occupiers who are willing to move to smaller accommodation.
We would like to regard this as part of the investment programme – making larger units available to meet housing need. Does anyone have experience of treating such payments as capital expenditure rather than as a revenue grant?
07-10-08
(Jim Pollard, Bedford Borough Council, JPollard@bedford.gov.uk, 01234 221653)
Contracting out homelessness and housing needs function
Miscellaneous-
Please would you let me know of any local authorities that have outsourced the homelessness and housing needs functions. Welwyn Hatfield Council may be going down the Housing Trust route next year and will probably be outsourcing these functions. We would like to discuss with authorities that are doing this already.
Many thanks
Diane Hillyer
Housing Policy Officer
Welwyn Hatfield Borough Council
02-10-2008
(Diane Hillyer, Welwyn Hatfield Borough Council, d.hillyer@welhat.gov.uk, 01707 357774)
Abandoned jobs
Miscellaneous-
At SCH we are looking at rationalising the volume of abandoned jobs carried out by both client and contractor elements. I will ask HQN members to spare a couple of minutes to answer the questions below:
1. Number of jobs raised (07-08)
2. Number of jobs completed (07-08)
3. Number of abandoned jobs (07-08)
4. Current work in progress (07-08)
*Note: This is applicable to both batched and planned approach to responsive maintenance.
Reporting period 01.04.07 to 31.03.08
All data provided will be treated in the strictest confidence. We will be happy to share our findings with participants.
Regards
30-09-2008
(Amar Joshi, Solihull Community Housing, ajoshi@solihullcommunityhousing.org.uk, 0121 717 1634)
Lone working policy review
Miscellaneous-
Would any organisation be willing to share any policy/procedure on lone working. We are undertaking a review of our existing policy/procedure and would welcome any information from other organisations.
Many thanks
25-09-2008
(Michael Lydon, Poole Housing Partnership, m.lydon@poole.gov.uk, 01202 264475)
Removal of pets
Miscellaneous-
Please could you let me know what arrangements you have for when your organisation has to revoke a tenants' right to keep a pet and enforce removal? For example, do you keep the pet for a period of time? Who pays for kennelling? And if the pet cannot be re-homed, who pays for it to be destroyed?
Thanks
12-09-2008
(David Pipe, Stevenage Homes, david.pipe@stevenagehomes.org.uk, 01438242280)
Tenants magazine
Miscellaneous-
The City of York Council is looking to review/redesign it's current quarterly tenants magazine despite having a high readership level.
Have any other organisations reviewed there magazine and if so would they like to share where things worked or did not work and how they found out what tenants wanted?
How do housing providers balance feeding back performance results without effecting readership levels?
11-09-2008
(joanne whitehouse, City of York Council, joanne.whitehouse@york.gov.uk, 01904 554101)
Equality and diversity issues
Miscellaneous-
1. Dover DC is reviewing the housing strategies that will address the needs of different vulnerable groups. Work on our older persons and youth homelessness strategies are at an advanced stage, and we are considering the need for BME, disabled persons and vulnerable persons housing strategies. I would be grateful for any examples of best practice.
2. BV 164 required the authority to follow the Commission for Racial Equality's code of practice in Rented Housing and the Good Practice Standards for Social Landlords on Tackling Harassment included in 'Tackling Racial Harassment: Code of Practice for Social Landlords'. In 2006, the two codes were incorporated into the code of practice on Racial Equality in Housing - is any guidance available on how to meet this new code of practice?
3. Has anyone recently carried out any work on profiling their customer base and does anyone have any examples that are recognised as good practice by the Audit Commission?
27-08-08
(Andrew Baker, Dover District Council, andrew.baker@dover.gov.uk, 01304 872223)
NI 12 refused and deferred HMO license applications
Miscellaneous-
With regard to NI 12 on 'refused and deferred Houses in Multiple Occupation (HMO) license applications leading to immigration enforcement activity', which has been deferred till 2009/10. Has anybody heard any further news on this measure. Is it still being consulted upon, and if so, how do we get our concerns included? If not, has anoyne heard anymore news on this and got any contact details or websites to go to for further news? Your help in this would be much appreciated.
Many thanks
26-08-08
(Sue Key, Milton Keynes Council, Sue.Key@milton-keynes.gov.uk, 01908 252645)
Out of hours service provision
Miscellaneous-
Kirklees Neighbourhood Housing manages over 23,000 properties and we want to offer a 24/7 out of hours antisocial behaviour advice line. I would appreciate any information/advice on service provision - do staff work on a call taking rota or is the function outsourced - and is it successful?
22-08-08
(David G Sykes, Kirklees Neighbourhood Housing, davidg.sykes@kirklees.gov.uk, 01484 222084)
Mediation
Miscellaneous-
I am reviewing our mediation policy and seeking to benchmark best practice - can anyone point me the right direction of a best practice policy and procedure for guidance?
19-08-2008
(Amanda Tattershall, Paradigm Housing Group, amanda.tattershall@paradigmhousing.co.uk, 01494 588266)
Lone Worker Protection Systems
Miscellaneous-
At Cambridge City Council we are in the process of implementing a Lone Worker Protection System, and wondered if anyone had already implemented a system and had any feedback they could share with us?
Many thanks
11-08-2008
(Jenny GIbion, Cambridge City Council, jenny.gibson@cambridge.gov.uk, 01223 457839)
Post Tenancy Visits
Miscellaneous-
We are currently reviewing our procedures at Rugby. I would be interested to know what other authorities procedures are in conducting the first visit to new tenants in their homes. When do you first visit your new tenants, what questions do you ask, how long does the home visit take. Do you book appointments or do ad hoc visits?
29-07-2008
(Sharon Beckitt, Rugby Borough Council, sharon.beckitt@rugby.gov.uk, 01788 533823)
Dealing with pigeons on high-rise blocks of flats
Miscellaneous-
My colleague here at the Radian Group is having to deal at present with a serious problem regarding pigeons in the four blocks of high-rise flats he manages: they are increasingly roosting in resident's balconies or on the roof and he has as yet found no solution to deter them from doing so. Have any other organisations experienced this problem, and have there been any successful solutions/deterrents found?
Thank you!
21-07-2008
(Laura Best, Radian Group, laura.best@radian.co.uk, 01730 403063)
Terminations with no notice or no keys returned
Miscellaneous-
I would like to know what other HAs do when they have tenants who give the keys to their property to a friend to hand in, and no termination has been recieved, or complete a termination form, but never bring the keys to the property into the housing office. At what stage and under what circumstances do you decide it is an implied surrender and take possession by changing the locks?
17-07-08
(Susie Moloney, North Lincolnshire Homes, susie.moloney@nlhomes.org.uk, 01724 298834)
Repairs minimum charge
Miscellaneous-
We have a repairs and maintenance contract, which because it previously had a lump sum element has no minimum charge per job.
It is now soley a NHF schedule of rates contract with an uplift applied against the SORs.
Our contractor wants a minimum charge of around £25.00 per order.
Our longest point to point of district is approx 16 miles, so it is a fairly compact area to service.
Would like to know what levels of minimum charge other councils, HAs are currently paying?
16-07-2008
(Peter Joslin, Central Bedfordshire Council, peter.joslin@southbeds.gov.uk, 0845 8496395)
Right to Succession
Miscellaneous-
We are currently looking at our allocations policy/procedures and are keen to find out what other organisations do in respect to right to succession, particularly where individuals do not meet the criteria for succeeding a property.
18-07-08
(Sarah Grahm, Sedgefield Borough Homes Limited, sgraham@sedgefield.gov.uk, 01388 816166 ext 4667)
Customer service contact centre
Miscellaneous-
We are currently looking at roles within a customer service contact centre – this will incorporate both telephone and face to face contact – and will include all aspects of housing – general housing enquiries, repairs and rent queries.
If anyone has a similar centre in operation would you be willing to share the staffing structure of the centre and job description, person specifications and terms and conditions of those staff?
Many thanks.
15-07-08
(Fiona Dawson, Aspire Housing, fdawson@aspirehousing.co.uk, 01782 635200 ext 4820)
Fire regulations at council flats
Miscellaneous-
We have just undergone a fire inspection at one of our blocks of flats. The fire service have advised that the fire alarm system in all our blocks of flats should be tested weekly and periodic servicing and the emergency lighting system should be tested monthly and periodic servicing. What provision have other authorities put in place to enable this testing to be carried out?
15-07-2008
(Jackie Smith, Redditch Borough Council, jackie.smith@redditchbc.gov.uk, 01527 534105)
De-pooling of service charges from rent account
Miscellaneous-
Following on from support work from the Audit Commission and their recommendations that we progress with de-pooling all of our service charges from the rent account I would be grateful if any members could offer guidance on Best Practice of de-pooling of service charges from rent.
Background:
Our housing stock portfolio:
Circa 8,500 Tenants and 104 Leaseholders.
Services we are looking to de-pool:
- Communal cleaning
- Communal electricity
- Horticulture - grass cutting
We are currently in the position of forming a project team to discuss how we will take this forward and implement. We would be interested to hear from any officers/managers particularly from ALMOs and LAs on how they approached this exercise and what were, if any, the main issues they had to address.
We are expecting these to be centred around:
- Are tenants eligible for Housing Benefit once the service charges are de-pooled from the rent?
- What method of apportionment was used once all of of the service users were established?
- What are the HRA/rent implications if service charges are not de-pooled?
- Consultation - what methods of consultation were used and how long was the consultation period?
- Legal - is there any statutory legislation EDH need to follow when de-pooling service charges, ie, management agreement or tenancy agreement?
- Rent/statement format - how are de-pooled service charges shown on the rent statement and could we see a template/rent statement?
- What accompanying information do ALMOs send out with de-pooled rent statements?
- What will the IT implications be for changing the rent structure/figures on Orchard?
- What was the ratification process used between the ALMO and council to propose, consult, and implement?
We would also be interested in benchmarking other organisations service/unit costs for the above three services and gaining information on what formula was used to derive these costs.
Warmest regards
03-07-2008
(Michael Patterson, East Durham Homes, michael.patterson@eastdurhamhomes.co.uk, 0191 5185380)
Policy on Tree Maintenance in Tenants Garden
Miscellaneous-
Would anyone be willing to share their policy in relation to our requirements to manage trees in tenanted properties?
Many thanks
02-07-2008
(Alix Nel, Paradigm Homes, alix.nel@paradigmhousing.co.uk, 01494 830740)
Responsive repairs – completion in one visit
Miscellaneous-
We are currently reviewing the satisfaction survey we issue following the completion of responsive repairs. In particular we are reviewing questions relating to whether or not a job was completed in one visit and the impact of repeat visits on levels of satisfaction. I would appreciate examples of satisfaction surveys used by other organisations in particular where questions related to this are asked.
02-07-2008
(Claire, St Georges Community Housing, claire.barber@sgch.org.uk, 01268 465194)
Estate inspections
Miscellaneous-
We are currently reviewing the way in which estate inspections are carried out. I would be interested to hear how other organisations conduct estate inspections, in particular those that involve joint inspections with residents.
27-06-2008
(Amanda Jones, Rugby Borough Council, amanda.jones@rugby.gov.uk, 01788 533834)
Choice-based lettings
Miscellaneous-
In reviewing our choice-based lettings policy we are looking at the issue of exclusions/suspensions, particularly for individuals/households who have a history of ASB and/or rent/mortgage arrears.
Feedback on our existing policy indicates that our approaches to assessing customer eligibility may be rather 'strong'. For instance in respect of rent arrears if the applicant owes Calico or another landlord over £250 we currently reject.
I'd be extremely grateful to receive examples of lettings and exclusion policies from other organisations.
26-06-08
(Martin Sample, Calico Housing, MSample@calicohousing.co.uk, 01282 686431)
Disposal of small pieces of land
Miscellaneous-
Does anyone have a policy or procedure for how you handle disposals of small pieces of land (eg, usually from former RTB residents). Also do you charge a fee or the real costs? Thanks
23-06-2008
(Margaret Swift, Watford Community Housing Trust, margaret.swift@wcht.org.uk, 01923 209211)
Local Lettings Policies
Miscellaneous-
One of my Postgraduate Students is undertaking research on aspects of the use of local (or community) lettings policies. If anyone is using such policies, and is happy to answer some questions on their use, please contact me.
Thanks
20-06-2008
(Paul Grainger, University of Northumbria at Newcastle, paul.grainger@unn.ac.uk, 0191 227 4694)
Recycling
Miscellaneous-
I am looking at recycling in tower block flats in Doncaster. Has anyone done this elsewhere and got a good system together?
20-06-08
(Bob Smith, St Leger Homes of Doncaster, bob.smith@stlegerhomes.co.uk, 07825 403737)
Absent tenants
Miscellaneous-
I would be interested to know how other organisations deal with situations where tenants advise they will be absent from home for extended periods but do intend to return.
I am thinking in particular of people in the armed forces who may be posted overseas for several years.
18-06-2008
(Noel Duke, Harrogate Borough Council, noel.duke@harrogate.gov.uk, 01423 551622)
Injunctions for untidy gardens
Miscellaneous-
Does any organisation have practical examples of using injunctions to deal with untidy gardens? Any success stories would be gratefully received. Any advice on pitfalls to avoid would also be helpful.
18-06-2008
(Noel Duke, Harrogate Borough Council, noel.duke@harrogate.gov.uk, 01423 551622)
Disposal of garage sites to HAs
Miscellaneous-
Bristol City Council are currently in the process of disposing of a number of garage sites which we propose to sell to HAs for them to develop affordable housing on. However, if we sell the sites at the full market value then they become unviable for the HAs to develop. Therefore we propose to dispose of the sites at a value below the full market value, what we would term the affordable housing use value, and subsidise the difference with funds from our HRA. Our questions are:
1) Has anyone else disposed of land to HAs at below market value and if so did you have a standard formula to calculate the affordable housing use value?
2) Is anyone aware of any rules that would prevent us from subsidising the difference between the sale price and the full market value from the HRA?
18-06-08
(Robert Carter, Bristol City Council, robert.carter@bristol.gov.uk, 0117 3525122)
Intra-estate transfers
Miscellaneous-
We are reviewing how we deal with requests for transfers within estates and would be interested in learning how other local authorities deal with this issue, particularly in the context of operating a choice-based lettings scheme.
18-06-08
(Owen Ramsay, Hammersmith and Fulham London Borough, owen.ramsay@lbhf.gov.uk, 020 8753 4043)
Head of Home Improvements
Miscellaneous-
At Northwards Housing, we are experiencing some reluctance with our contracting partners in offering and carrying out internal improvement works to private and leaseholder properties on our estates. They are quite happy to carry out external works, but have experienced problems in the past with internals
My questions are:
1. Have other social housing providers experienced the same reluctance and, if so, how did they address it?
2. What measures have they put in place to ensure their contractors are confident that they will get paid upon satisfactory completion of this work.
04-06-2008
(David Heys, Northwards Housing, d.heys@northwardshousing.co.uk, )
Working in areas where there are active gangs
Miscellaneous-
We are currently in the process of developing our approach to working in a number of areas that have active gangs. We would be very interested to hear from other HAs about any work you may be engaged with in addressing gang activities.
29-05-2008
(Mel West, Midland Heart Limited, mel.west@midlandheart.org.uk, 0121 242 7926)
Mortgage rescue package
Miscellaneous-
I am seeking information from member organisations who may run a mortgage rescue package
Repossessions are really beginning to bite and it should be possible to assist those families who may lose their homes by buying some equity in their properties and renting this back economically. I am thinking of a shared equity (retrospective) scheme. This would prevent eviction and the high social cost that brings with it
I would be really pleased to hear from anyone operating any time of rescue package.
28-05-2008
(Simon Bunker, Nuneaton and Bedworth BC, simon.bunker@nuneatonandbedworth.gov.uk, )
Care and Support Scheme Appraisals
Miscellaneous-
At Midland Heart we are looking to devise a methodology to assess the sustainability of our large portfolio of care and support schemes. Have other RSLs developed approaches of this kind to appraise their sheltered and/or supported schemes in order to make informed investment decisions and would you be willing to share this information?
27-05-2008
(Mel West, Midland Heart Limited, mel.west@midlandheart.org.uk, 0121 242 7926)
Trade Union Facilities Scheme
Miscellaneous-
We have just implemented a revised Trade Union Facilities Scheme which separates us from our parent Authority in the face of fierce opposition from recognised Unions. We still work to the TUPE transferred Trade Union Recognition Agreement but now have separate arrangements that apply the ACAS Code of Practice locally as a separate employer. We are keen to understand whether other ALMOs have separate Schemes or if they are still linked to parent authority Schemes. I would be grateful if you could spend a few minutes answering the questions below:
1 Since becoming an ALMO have you reviewed your Trade Union Facilities Scheme or are you still covered by your local authority’s scheme?
2 What prompted this review?
3 Did you get agreement from the Trade Unions on implementing this change or was there a high level of resistance?
4 Do you permit Stewards or Convenors from your parent authority to operate within your ALMO?
5 Do you permit your Stewards or Convenors to operate within your parent authority?
6 Does your scheme recognise the role of convenor?
7 Do you have a specific time allocation that you work with for the release of Convenors and/or Stewards? Is this a set amount of time or based on membership?
8 Do you have any arrangements for employees who are elected to be representatives on National Union Bodies such as the UNISON NEC?
9 Would you be willing to share a copy of your revised scheme?
22-05-2008
(Lee Ward, East North East Homes Leeds, lee.ward@enehl.org.uk, 0113 2476133)
Complaints monitoring
Miscellaneous-
Is there anyone who monitors complaints by carrying out tenant satisfaction surveys?
If you do, what questions do you ask, at what stage of the complaint do you conduct the satisfaction surveys and is it a questionnaire or telephone satisfaction survey?
We would be grateful if you could share your experience with us.
20-05-2008
(Paul Msatida, Knowsley Housing Trust, paul.msatida@k-h-t.org, 0151 2907057)
Annual Review of Directors’ Performance
Miscellaneous-
We are currently looking at how we actually review the roles of the key elements of our organisation and would like to ask other ALMO’s:
a) Do you make an annual assessment of the Board’s performance, and if so how?
b) Do you make a similar assessment of the Chair, and if so how?
c) How do you assess your CEO’s performance, other than by examining the targets set on his/her work plans?
14-05-2008
(Evelyn Curtis, Stevenage Homes, evelyn.curtis@stevenagehomes.org.uk, 01438 242948 ext 2948)
Neighbourhood Award events
Miscellaneous-
We have started to plan a Neighbourhood Award event and would be interested to hear from other members who organise such events:
What award categories do you have?
How are individuals/organisations nominated?
Do you have a financial award or a plaque and recognition? If financial, how do you administer the expenditure on the winning project?
Are the awards sponsored?
What is your selection criteria?
Who/how are winners selected- judging panel/ tenant vote/ other?
How do you measure the impact of the awards?
Any information/suggestions would be much appreciated.
13-05-2008
(Glyn Jones, Homezone Housing, glynjones@homezonehousing.org.uk, 01543 420804)
Qualifying offers
Miscellaneous-
I work for Oldham MBC and we are considering the use of 'qualifying offers' to discharge duties under homelessness legislation. I would be grateful for any information from authorities where this practice is already used or has been used.
Thank you.
13-05-2008
(Ann-Marie McGinn, Oldham Met Borough Council, ann-marie.mcginn@oldham.gov.uk, 0161-770-5148)
Criteria list for selecting Resident Board members?
Miscellaneous-
Could any of you please forward me your criteria list for selecting Resident Board members?
09-05-2008
(Deborah Okutubo, Homes in Havering, governanceservices@homesinhavering.org, 01708 434000)
Local Code of Corporate Governance
Miscellaneous-
Do any of you maintain a local code as recommended by the CIPFA/SOLACE framework? If you do not, is there any reason for not maintaining one?
09-05-2008
(Deborah Okutubo, Homes in Havering, governanceservices@homesinhavering.org, 01708 434000)
Decoration
Miscellaneous-
Would anyone be willing to share their decoration policy with me please? Also, what do you understand the statutory requirements to be regarding decoration of properties?
30-04-2008
(Ellie Kershaw, St Leger Homes of Doncaster, ellie.kershaw@stlegerhomes.co.uk, 01302 862725)
BVPI 212
Miscellaneous-
As this is not now a required BVPI under the NIS arrangement there is an element of latitude given to rework the definition. I wonder if other colleagues are considering revising the definition, and if so, to what. It is important for benchmarking purposes that our definition is not completely different than others.
25-04-2008
(David Howson, Waveney District Council, dave.howson@waveney.gov.uk, 01502 523146)
Former Tenants Arrears
Miscellaneous-
We are currently reviewing how we manage our former tenants arrears and would like to know of any organisations who 'sell' their debt to outside agencies. In particular we would like to know what agencies are being used?
24-04-2008
(Ashleigh Evans, Bournville Village Trust, ashleighevans@bvt.org.uk, 0121 415 6515)
Rent arrears & bankruptcy
Miscellaneous-
We have recently had a case where a tenant’s large rent arrears were discharged through bankruptcy and are thus not recoverable by us. The tenant now wishes to be transferred to a larger property. Our Allocations Policy states that tenants in rent arrears will not be considered for re-housing until any rent arrears or former tenant rent arrears are cleared. We have legal advice that we cannot treat this debt as still being outstanding for the purposes of our policy and the tenant will therefore be eligible to join the housing register and be considered for re-housing.
Has any other organisation experienced this problem and found a way of lawfully wording their allocations policy so that tenants in such a situation must repay the debt before being considered for re-housing?
16-04-2008
(David Pipe, Stevenage Homes, david.pipe@stevenagehomes.org.uk, 01438 242280)
Performance Reports
Miscellaneous-
Our performance sub-committee have requested examples of 3 star organisations performance reports.
Whilst I realise there may be a reluctance to share these, I am prepared to send our performance reports, which we do weekly, quarterly and monthly to anyone who responds.
Thanks in anticipation
11-04-2008
(Sue Warren, East North East Homes Leeds, susan.warren@enehl.org.uk, 0113 2476496)
Rent Recovery with or without rent collectors
Miscellaneous-
a. What is the end of year figures for recovery of rents?
b. How many officers to ratio of stock?
c. Cost of salaries?
d. What are the main functions of your service area? (does this include court work?)
11-04-2008
(Trish Astill, Newark and Sherwood Homes, trish.astill@nshomes.co.uk, 01636 655538)
Local Offices
Miscellaneous-
Do other organisations provide services at neighbourhood Offices? If so, how many and what is staff ratio to housing stock in area?
What are the annual running costs, including salaries?
And what are the basic functions carried out there?
a. Payment collection on behalf of Council or ALMO (average transaction cost).
b. General advice, housing benefits, housing management, repairs, allocation of garages/arrears, council tax, advertising void properties, excess refuse etc.
Housing Benefit vertification and support.
08-04-2008
(Mandy Floyd, Newark and Sherwood Homes, mandy.floyd@nshomes.co.uk, 01636 655502)
Document retention policy
Miscellaneous-
Do you have a document retention policy that states clearly how long various types of documents must be stored for? I am specifically interested in housing documents but relevant corporate guidance policies would be of interest too.
04-04-2008
(Deri Williams, Wycombe District Council, Deri_Williams@wycombe.gov.uk, )
Handyman Schemes
Miscellaneous-
Have any Network members had any experience of setting up handyman schemes to carry out simple works in the homes of elderly or vulnerable tenants. We are planning to do a feasibility on a service that would change light bulbs, fuses and simple carpentry jobs which are beyond the brief of our ordinary repairs service.
31-03-2008
(Dale Walker, Redbridge Homes, dale.walker@redbridgehomes.org, 02087088305)
Local Authorities
Miscellaneous-
What formulae are Local Authorities using to calculate commuted sums since the abolition of TCI?
Have any other Local Authorities recently undertaken a review of under occupation incentives? If so what new policies are they looking at in terms of cash incentives, covering removals
Do any Local Authorities offer cash incentives to RSL tenants to downsize to smaller homes?
26-03-2008
(Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, )
Sensitive allocations
Miscellaneous-
We have recently introduced choice-based lettings scheme and were wondering how other authorities deal with sensitive allocations. Where the property's previous occupant has been evicted for anti-social behaviour, we obviously want to ensure that neighbours are not subject to the a similar thing again. Would other authorities overlook applicants that have bid for this property if they have some history of anti-social behaviour?
19-03-2008
(Daniela Lucci, Bristol City Council, daniela.lucci@bristol.gov.uk, 0117 3533041)
Discounted debt bought from local authority
Miscellaneous-
Could you please ask members if anyone has discounted debt bought from the local authority on transfer and if so would they be prepared to share any information they have on the subject?
17-03-2008
(Liz Bulmer, Knowsley Housing Trust, Elizabeth.Bulmer@k-h-t.org, )
Best practice - lettings standards - new tenant customer scorecards/comments
Miscellaneous-
We are currently reviewing our housing and estate management services and as part of that process we would like to hear from any organisations who scorecard new tenants and ask their opinions and experiences of your lettings standards (void repairs/cleanliness/customer care etc) I am interested to hear at what point in the new tenancy you ask for new tenant views, eg, at sign up, within the first week, first month, third month, etc, and what, if any benefits you have identified from undertaking this exercise at this point in time. Also a copy of your letting standards would be appreciated.
I would be grateful for any input.
13-03-2008
(Allison McVeigh, Coast & Country Housing, allison_mcveigh@cchousing.org.uk, 01642 771350)
2 Stage Complaints Procedure
Miscellaneous-
We're currently reviewing our complaints procedure and would like to hear from any organisations who have a 2 stage complaints procedure, or have recently reduced their complaints procedure to 2 stages. What were the objectives behind this? Has it been successful?
I would be grateful for any input.
11-03-2008
(Jessica Lewis, Catalyst Communities Housing Association, jessica.lewis@chg.org.uk, 020 8832 3162)
SORN Declarations
Miscellaneous-
We are looking at our abandoned cars procedure and are seeking advice on what to do with cars that have a SORN declaration and are parked on our land. Has anybody else got a procedure that deals with this? Do you clamp cars in your parking spaces? Do you get them towed away? If you do, how long are they kept for? Any advice or help would be much appreciated.
25-02-2008
(Laura Hart, Bromford Group, laura.hart@bromford.co.uk, 07834 311096)
Animals left in voids
Miscellaneous-
What policies and procedures do organisations have for dealing with pets and animals left in properties after a tenancy has ended. Do you apply section 41 of the Local Government Act and look after these animals? Do you have local agencies that will take them?
15-02-2008
(Kathryn Robinson, City of York Council, Kathryn.Robinson@york.gov.uk, 01904 554101)
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