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Ask a question There are 149 articles in total listed in this section

De-pooling of service charges from rent account

  • 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
    (Michael Patterson, East Durham Homes, michael.patterson@eastdurhamhomes.co.uk, 0191 5185380)      Michael Patterson  Answers (0)

Policy on Tree Maintenance in Tenants Garden

  • Would anyone be willing to share their policy in relation to our requirements to manage trees in tenanted properties?

    Many thanks
    (Alix Nel, Paradigm Homes, alix.nel@paradigmhousing.co.uk, 01494 830740)      Alix Nel  Answers (0)

Responsive repairs – completion in one visit

  • 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
    (Claire, St Georges Community Housing, claire.barber@sgch.org.uk, 01268 465194)      Claire  Answers (0)

Benchmark - Accounts Payable

  • We are currently in the process of reviewing our accounts payable service and are hoping that others will be willing to compare data. The categories for comparison I am interested in looking at are for 2007/08: As always I will collate all information received and re-distribute to those that contribute.

    Organisation details:
    · Organisation type Housing Association/LSVT/ALMO/Local Authority, etc
    · No. of GN properties
    · Key operational areas: eg, in house Building services operations/stores operations (or identify if external provider delivering)

    Accounts payable:
    · Staffing F.T.E. (Full Time Equivalent)
    · Payroll Costs
    · Do you using electronic purchase order processing (POP) systems (Y/N)
    · Is the POP system your core system? (Y/N)
    · If No, what system are you using?
    · Do you use electronic data management (EDM) system (Y/N)?
    · EDM - Please specify the system being used
    · Volume of invoices processed
    · Average invoices processed per FTE
    · Average invoice Value
    · % of supplier base on consolidated invoicing – monthly invoicing
    · % of supplier base on consolidated invoicing – weekly invoicing
    · % of supplier base on consolidated invoicing – other
    · No. of suppliers on consolidated invoicing – monthly invoicing
    · No. of suppliers on consolidated invoicing – weekly invoicing
    · No. of suppliers on consolidated invoicing – other
    · No. of suppliers with EDI links – electronic data transfer of POs, Invoices, etc

    Many thanks

    Allison McVeigh
    Risk & Service Review Manager
    Tel:01642 771350
    E-mail: allison_mcveigh@cchousing.org.uk
    (Allison McVeigh, Coast & Country Housing, allison_mcveigh@cchousing.org.uk, 01642 771350)      Allison McVeigh  Answers (0)

Estate inspections

  • 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.
    (Amanda Jones, Rugby Borough Council, amanda.jones@rugby.gov.uk, 01788 533834)      Amanda Jones  Answers (0)

Choice-based lettings

  • 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)      Martin Sample  Answers (0)

Emergency out of hours repair service

  • We are currently reviewing our emergency out of hours repair service and would be interested to know what other organisations provide.

    If you provide an out of hours repair service, how do you operate it? (ie, call centre/staff on call)

    If staff are on call, how often and how much do you pay them?

    27-06-08
    (Gill Brookes, Impact Housing Association, gillb@impacthousing.org.uk, 01900 842145)      Gill Brookes  Answers (0)

Bereavement leave

  • We currently have a sliding scale for bereavement leave, however, the union have asked us to reconsider our policy, in particular, the allowance for the death of a parent. At present we give up to one week and we have been asked to double this. We would be interested to know what other organisations offer to help us assess our policy.

    27-06-08
    (Gill Brookes, Impact Housing Association, gillb@impacthousing.org.uk, 01900 842145)      Gill Brookes  Answers (0)

Adaptations Benchmark

  • We are currently in the process of reviewing our adaptations service and hoping that others will be willing to compare data. The categories for comparison I am interested in looking at are for 2006/07: As always I will collate all information received and re-distribute to those that contribute.
    Areas for consideration in the benchmark exercise:
    ·Housing stock (general needs)
    ·Staffing W.T.E.
    ·Staffing costs
    ·Budget Spend
    ·Total job complete count
    ·Percentage jobs completed by cost band< £100, £101 - £500, £501 - £1,000, > £1000
    ·Average cost per adaptation.
    ·Percentage of GN properties with adaptations
    ·Tenant age profile
    ·Value & types of work out-sourced
    ·Value & types of work in-sourced
    ·Average waiting times for completion of adaptations work to Job Completion 1. from customer application to job completion 2. From job acceptance & authorisation to completion
    ·Percentage of adaptations work refused
    ·Percentage of adaptations work cost grant funded

    Many thanks
    (Allison McVeigh, Coast & Country Housing, allison_mcveigh@cchousing.org.uk, 01642 771350)      Allison McVeigh  Answers (0)

Specialist research on the housing and supporting needs of older people

  • Has any organisation, carried out any specialist research or surveys on the housing and support needs of older people, or something similar? If so have these been done to supplement Housing Needs Surveys or Local Development Frameworks?

    24-06-08
    (Nicola Jane Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384 or)      Nicola Jane Levett  Answers (0)

Disposal of small pieces of land

  • 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
    (margaret swift, Watford Community Housing Trust, margaret.swift@wcht.org.uk, 01923 209211)      margaret swift  Answers (0)

Recycling

  • 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)      Bob Smith  Answers (0)

Local Lettings Policies

  • 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
    (Paul Grainger, University of Northumbria at Newcastle, paul.grainger@unn.ac.uk, 0191 227 4694)      Paul Grainger  Answers (0)

Injunctions for untidy gardens

  • 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.
    (Noel Duke, Harrogate Borough Council, noel.duke@harrogate.gov.uk, 01423 551622)      Noel Duke  Answers (0)

Absent tenants

  • 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.
    (Noel Duke, Harrogate Borough Council, noel.duke@harrogate.gov.uk, 01423 551622)      Noel Duke  Answers (0)

Intra-estate transfers

  • 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)      Owen Ramsay  Answers (0)

Disposal of garage sites to HAs

  • 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)      Robert Carter  Answers (0)

LSVT Housing Benefit Software Charges from LA

  • We are an LSVT and when we transferred there was a need to update the Council’s Housing Benefit software (Northgate sx3) so that they could pay us as a HA.

    There was quite an expensive charge for the new interface and there has also been an ongoing charge for the interface of approximately £5,500 per year which up to now the Council have paid.

    We are now being asked to pay this as they say the only purpose of the interface is to allow us to get our HB file electronically. If we didn’t we would have to manually post our transactions.

    Do any other LSVT’s pay such a charge to their Council and has anyone successfully argued that the charge should be paid by the Council?

    Under best practice, HB files should be sent electronically where there is software that will allow this, but it is not specific that the Local Authority should pay for this.

    12-06-08
    (Julie Smith, Green Vale Homes, julie.smith@greenvalehomes.co.uk, 01706 836323)      Julie Smith  Answers (0)

Review of Repairs Contract

  • We are about to embark on a review of our repairs contract. I am looking for information on tenant consultation throughout the process and a copy of a brief for appointment of an independent advisor
    (Tracey Wilson, North Ayrshire Council, traceywilson@north-ayrshire.gov.uk, 01294 471501)      Tracey Wilson  Answers (0)

Domestic Abuse Survey

  • I would like to develop a survey that seeks to find out about the experience that Domestic Abuse customers had of our Housing Advise (and associated) services.
    So, it's a customer satisfaction service but specific to this group and needs to ask about the range of options that they found available to them (or would want available to them). Has anyone else conducted this type of survey of Domestic Abuse customers and would be willing to share the survey form and their experience of the survey process?
    (Cathy Dawes, Fareham Borough Council, cdawes@fareham.gov.uk, 01329 824498)      Cathy Dawes  Answers (0)

Housing Trust

  • We are currently working on a Housing Intervention Project in a private sector area. We have bought up a number of properties for demolition, however we have also bought up a property (which requires some works) which will not be demolished.

    We have been approached by a local Development Trust who are keen to branch into becoming a Housing Trust and they have asked us to work with them to set up a community social housing scheme. So in other words, they would like us to transfer our asset to them so they can own, manage and let the property.

    I am currently researching examples of where this has already occurred as I need to prepare a report detailing;

    • The legalities
    • Costs
    • Potential funding sources
    • The capacity building work which may need to occur for the Trustees

    We have found a good example in Crianlarich in Scotland and we are keen to find other examples of this type of 'transfer' so we can contact them to get more information
    (Mara Thompson, Derwentside District Council, m.thompson@derwentside.gov.uk, 01207 218902)      Mara Thompson  Answers (0)

Head of Home Improvements

  • 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
    (David Heys, Northwards Housing, d.heys@northwardshousing.co.uk, )      David Heys  Answers (0)

Strategic Lettings Plans

  • As part of a service improvement plan I need to develop strategic lettings plans (SLP's) with each of our LA partners. The SLP's will include all info about our dealings and joint arrangements with LA's in one key document (eg, to include agreed homelessness/transfer/move on targets, expectations around use of stock, clarity on noms/CBL agreements, local lettings policies, performance monitoring expectations, etc). I wonder if anyone has an existing SLP template that they might let me take a look at or any advice on getting started?
    (Charlotte McIlveen, Knightstone Housing Association, Charlotte.McIlveen@knightstone.co.uk, 01934 524429)      Charlotte McIlveen  Answers (0)

Review of Older Person's Housing and Support Services

  • Harlow DC are currently undertaking a review of their older persons housing and support service. Have any organisations recently undertaken such an exercise

    What type of support services will be provided to SH tenants?

    What SP Charge will be levied for these services

    What, if any, service enhancements are to be provided?

    What mechanisms did you use to successfully engage tenants in review process?
    (Emma Robinson, Harlow District Council, emma.robinson@harlow.gov.uk, 01279 446365)      Emma Robinson  Answers (0)

Choice based lettings

  • Have any LA's who have transferred their stock to a HA any information on the implications of Choice Based Lettings to any joint allocation policy and waiting list?

    We are just considering our options to review our housing agreement

    If anyone has looked at it I’d be grateful if you could share responses
    (Penny Garner-Carpenter, Hartlepool Borough Council, Penny.Garner-Carpenter@hartlepool.gov.uk, 01429 284117)      Penny Garner-Carpenter  Answers (0)

Working in areas where there are active gangs

  • 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
    (Mel West, Midland Heart, mel.west@midlandheart.org.uk, 0121 242 7926)      Mel West  Answers (0)

Mortgage rescue package

  • 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
    (Steve Clark, Nuneaton & Bedworth Borough Council, steve.clark@nuneatonandbedworth.gov.uk, )      Steve Clark  Answers (0)

Care and Support Scheme Appraisals

  • 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?
    (Mel West, Midland Heart, mel.west@midlandheart.org.uk, 0121 242 7926)      Mel West  Answers (0)

Repairs and Maintenance Strategy

  • Dear all

    We are planning to devise a repairs and Maintenance strategy to guide our services. We want the strategy to set out Ealing Homes approach to managing and maintaining homes for our tenants

    We would like to benchmark with other organizations on their repairs and maintenance strategy and would be grateful if you could share your strategy with us

    We look forward to your response and in the interim, should there be any further queries, please do not hesitate to contact me
    (Janki Tank, Ealing Homes, tankj@ealing.gov.uk, 0208 825 6776)      Janki Tank  Answers (0)

Trade Union Facilities Scheme

  • 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?
    (Lee Ward, East North East Homes Leeds, lee.ward@enehl.org.uk, 0113 2476133)      Lee Ward  Answers (0)

Amber zone in traffic light rating of performance indicators

  • What tolerance figure do members use for amber rating of PIs, where performance is just outside of target, but not really bad enough to warrant a red light?

    From web searches this seems to vary from between one twentieth of the target to as much as one fifth of the target value
    (Steve Attwood, Metropolitan Housing Partnership, steve.attwood@mht.co.uk, 0115 9887313)      Steve Attwood  Answers (7)

Complaints monitoring

  • Is there anyone who monitors complaints by carrying out tenants' satisfaction surveys?

    If you do, what questions do you ask?

    At what stage of the complaint do you conduct the satisfaction surveys?

    Is it a questionnaire or telephone satisfaction survey?

    We would be grateful if you could share your experience with us
    (Paul Msatida, Knowsley Housing Trust, paul.msatida@k-h-t.org, 0151 2907057)      Paul Msatida  Answers (1)

Tenant champions

  • We are a local authority housing service and have recently completed some improvement works to ten blocks of flats. We have had problems in the past keeping a tidy environment at the flats because of rubbish being dumped/overflowing bins, etc, and we are anxious to maintain the improvement, especially taking into consideration Fire Safety Order legislation. We are looking at the possibility of asking for a number of tenant ‘champions’ from the blocks to let us know if there are any problems re rubbish, dumping, etc, and to perhaps undertake a minor brush of the landings/stairs if required in between our mobile caretakers’ schedule. We thought that in recognition of this we could perhaps offer those tenants who volunteer a reduction in their weekly rent

    I would be very grateful if anyone has had experience of/initiated such a scheme could contact me to give some advice
    (Barbara Leonard, Ellesmere Port & Neston Borough Council, barbara.leonard@epnbc.gov.uk, )      Barbara Leonard  Answers (0)

Annual Review of Directors’ Performance

  • 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?
    (Evelyn Curtis, Stevenage Homes, evelyn.curtis@stevenagehomes.org.uk, 01438 242948 ext 2948)      Evelyn Curtis  Answers (0)

Qualifying offers

  • 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.
    (Ann-Marie McGinn, Oldham Met Borough Council, ann-marie.mcginn@oldham.gov.uk, 0161-770-5148)      Ann-Marie McGinn  Answers (0)

Neighbourhood Award events

  • 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
    (Glyn Jones, Homezone Housing, glynjones@homezonehousing.org.uk, 01543 420804)      Glyn Jones  Answers (1)

Criteria list for selecting Resident Board members?

  • Could any of you please forward me your criteria list for selecting Resident Board members?
    (Deborah Okutubo, Homes in Havering, governanceservices@homesinhavering.org, 01708 434000)      Deborah Okutubo  Answers (0)

Local Code of Corporate Governance

  • 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?
    (Deborah Okutubo, Homes in Havering, governanceservices@homesinhavering.org, 01708 434000)      Deborah Okutubo  Answers (0)

Decoration

  • 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?
    (Ellie Kershaw, St Leger Homes of Doncaster, ellie.kershaw@stlegerhomes.co.uk, 01302 862725)      Ellie Kershaw  Answers (1)

Tenant expenses policy

  • We are currently reviewing our approach to tenant expenses when they attend meetings etc - would anyone be willing to share what they pay for and to what level? Many thanks
    (Claire Wilde, Liverpool Housing Trust, cwilde@lht.co.uk, 01516483302)      Claire Wilde  Answers (0)

How do you maximise use of availble DHP allocation for homelessness prevention?

  • I've recently taken on responsibility for Housing Advice and Homelessness functions and discover that the bulk of the Council's Discretionary Hardship grant is returned to central DWP pot each year. Latest guidance issued by DWP in March this year seems to suggest we could use it for various prevention measures and I'm keen to talk to someone whose criteria for accessing DHP enables you to maximise use of the grant!
    (Sue Hallam, NWLDC, sue.hallam@nwleicestershire.gov.uk, 01530 454612)      Sue Hallam  Answers (0)

Vulnerable residents

  • I work for Regenda Ltd who are a NW regional social housing group currently reviewing their approach to vulnerable residents. Do any other RSL’s/groups have any ideas/suggestions/advice with either what methodology they have used to review this area of their business or how they have approached this to ensure that their policies and procedures are ‘vulnerability proof’

    It would be great to be able to share good practice on this so if this is something you are also working on or can help with, please contact me
    (Andy Carberry, Regenda Housing Group, andy.carberry@regenda.org.uk, 01204 814136 or 07966 877424)      Andy Carberry  Answers (0)

BVPI 212

  • 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
    (David Howson, Waveney District Council, dave.howson@waveney.gov.uk, 01502 523146)      David Howson  Answers (4)

Former Tenants Arrears

  • 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?
    (Ashleigh Evans, Bournville Village Trust, ashleighevans@bvt.org.uk, 0121 415 6515)      Ashleigh Evans  Answers (1)

Rent arrears & bankruptcy

  • 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?
    (David Pipe, Stevenage Homes, david.pipe@stevenagehomes.org.uk, 01438 242280)      David Pipe  Answers (1)

Allocation/Lettings

  • Could any network members provide me with the following information.
    1. Information on the running cost of this service.
    2. Ratio of housing stock to voids.
    3. Ratio of stock to office and cost of salaries?
    (Tanya Keeley, Newark & Sherwood Homes, tanya.keeley@nshomes.co.uk, 01636 655532)      Tanya Keeley  Answers (0)

Rent Recovery with or without rent collectors

  • 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?)
    (Trish Astill, Newark & Sherwood Homes, trish.astill@nshomes.co.uk, 01636 655538)      Trish Astill  Answers (1)

Performance Reports

  • 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
    (Sue Warren, East North East Homes Leeds, susan.warren@enehl.org.uk, 0113 2476496)      Sue Warren  Answers (3)

Local Offices

  • 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
    (Mandy Floyd, Newark & Sherwood Homes, mandy.floyd@nshomes.co.uk, 01636 655502)      Mandy Floyd  Answers (1)

Document retention policy

  • 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
    (Deri Williams, Wycombe District Council, Deri_Williams@wycombe.gov.uk, )      Deri Williams  Answers (1)

Handyman Schemes

  • 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.
    (Dale Walker, Redbridge Homes, dale.walker@redbridgehomes.org, 02087088305)      Dale Walker  Answers (1)

Local Authorities

  • 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?
    (Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, )      Nicola Levett  Answers (2)

Sensitive allocations

  • 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?
    (daniela Lucci, Bristol City Council, daniela.lucci@bristol.gov.uk, 0117 3533041)      daniela Lucci  Answers (9)

Discounted debt bought from local authority

  • 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?
    (Liz Bulmer, Knowsley Housing Trust, Elizabeth.Bulmer@k-h-t.org, )      Liz Bulmer  Answers (1)

Best Practice - Lettings standards - New tenant customer scorecards/ comments

  • We're currently reviewing our Housing and Estate Managment 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
    (Allison McVeigh, Coast & Country Housing, allison_mcveigh@cchousing.org.uk, 01642 771350)      Allison McVeigh  Answers (5)

TMOs and Voids

  • I'm looking for information about how voids, and in particular re-let times, are managed and reported where properties are managed by a TMO. Can anyone help?
    (David Tute, Plymouth City Council, dave.tute@plymouth.gov.uk, 01752 307524)      David Tute  Answers (0)

2 Stage Complaints Procedure

  • 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
    (Jessica Lewis, Catalyst Communities Housing Association, jessica.lewis@chg.org.uk, 020 8832 3162)      Jessica Lewis  Answers (4)

SORN Declarations

  • 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
    (Laura Hart, Bromford Carinthia Housing Association, laura.hart@bromford.co.uk, 07834 311096)      Laura Hart  Answers (1)

Animals left in voids

  • 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?
    (Kathryn Robinson, City of York Council, Kathryn.Robinson@york.gov.uk, 01904 554101)      Kathryn Robinson  Answers (1)

Right to Repair - partial loss of heating

  • Dear all

    We are currently reviewing our Repairs Handbook and wanted some information on what other organisations classify as ‘Partial loss of heating’ under the Right to Repair Regulations. For example, would you count one radiator out of order as partial loss of heating? We need to reduce our RTR emergency and urgent orders and would be grateful if you could share your procedures/guidelines with us

    Further to the same, when the contractors are sent out on a RTR job, do they confirm with you, if they find out on site that the RTR regulations do not apply
    (Janki Tank, Ealing Homes, tankj@ealing.gov.uk, 0208 825 6776)      Janki Tank  Answers (1)

Request for information - Governance question

  • As part of our three-star governance action plan we have undertaken impact assessments on our four committee's that support the board. I have been requested to obtain feedback from other ALMO's on:

    a) What is the quorum for your board and committee's
    b) Do you have a specific representation clause, ie, one tenant/one independent/one council representation?
    (Norman Fletcher, Sandwell Homes, norman_fletcher@sandwellhomes.org.uk, 0121 569 5108)      Norman Fletcher  Answers (9)

Tenant incentive schemes

  • We are exploring the possibility of setting up an attractive tenant incentive scheme that encourages underoccupying tenants to downsize their accommodation. Does anyone have a model that has successfully released larger homes for the benefit or families in housing need
    (Lynn Collingbourne, South Gloucestershire Council, lynn.collingbourne@southglos.gov.uk, 01454865547)      Lynn Collingbourne  Answers (4)

Marginal owner occupation - moving on after Right to Buy

  • A recurring issue raised by Housing Strategy consultees is the difficulty in moving on from low value property puchased under the Right to Buy. Has any other authority met this problem and found a way of resolving the needs of such marginal owner occupiers?
    (Lynn Collingbourne, South Gloucestershire Council, lynn.collingbourne@southglos.gov.uk, 01454865547)      Lynn Collingbourne  Answers (1)

Gas safety checks & mutual exchanges

  • I'm project-managing improvements to the mutual exchange process here at Reading Borough Council. We're interested in whether or not other local authorities and housing associations carry out a new gas safety record check before assigning the property. It is the custom here to do so despite the fact there is not a legal obligation if the current safety is not due for renewal. Second question – if you don't do a new check do you issue a copy of safety record to the tenant before they move in?
    (Evan Reynolds, Reading Borough Council, Evan.Reynolds@reading.gov.uk, 0118 939 0093)      Evan Reynolds  Answers (1)

Evaluation of Housing Stock Performance

  • Midland Heart are looking for examples from other RSLs of approaches they may have taken with prioritising interventions for problematic schemes and estates.

    Within the context of asset management, we are looking to develop further our current model for undertaking option appraisals and deciding on further investment. In essence, we are seeking to take on board best practice concerning the assessment of stock performance from within the housing sector and would therefore very much welcome your views.
    (Mel West, Midland Heart, mel.west@midlandheart.org.uk, 0121 242 7926)      Mel West  Answers (1)

Translations

  • The City of York Council is looking at when it should translate leaflets, forms and general information into other languages following local government guidance that discourages authorities from translating documents as it forms a barrier to learning english. When do other organisations translate documents or do organisations translate all documents upon request and how is that justified. Copies of translation polices would be welcome
    (Joanne Whitehouse, City of York Council, joanne.whitehouse@york.gov.uk, 01332 554101)      Joanne Whitehouse  Answers (1)

Medical Assessments

  • We are currently reviewing the process of having our medical forms assessed. Currently we have a doctor who comes to our head office fortnightly to award medical points. I should appreciate it if anyone can provide contact details of any other processes they operate
    (Catherine Ross, Town & Country Housing Group, catherine.ross@tchg,org.uk, )      Catherine Ross  Answers (1)

Responsibility for Tree Maintenance

  • Could anyone tell me what their organisation's tenancy agreement says about trees? In particular I'm interested in restrictions on planting trees, service charges for tree maintenance and responsibility for maintaining trees where they are in a tenant's garden.
    (Helen Grant, Weaver Vale Housing Trust, helen.grant@wvht.co.uk, 01606 813547)      Helen Grant  Answers (1)

Customer Complaints

  • Following a recent Mock Inspection, we are reviewing our complaints policy and procedures. It would be really helpful if people could share with us:
    a) Any targets set for handling complaints and how they were determined (we received criticism that ours weren't challenging enough).
    b) Whether organisations have Complaint Review Boards or Panels and how they work (TORs would be especially appreciated!)
    c) Whether compensation is offered where complaints are upheld. Many Thanks
    (Alan Beynon, West North West Homes Leeds, alan.beynon@wnwhl.org.uk, 0113 214 3665)      Alan Beynon  Answers (2)

New integrated housing management system

  • Specifically - we are looking at a new integrated housing management system and are wondering how other councils and RSL's have structured themselves to maximise the best use of the IT system

    Did anyone restructure prior to introducing a new system? I would be grateful to learn from other people's experience, and whether they felt it didn't work
    (David Howson, Waveney District Council, dave.howson@waveney.gov.uk, )      David Howson  Answers (1)

Protocol with Youth Offending teams

  • Does anyone know of a successful protocol between a local authority housing team and their youth offending team in relation to housing people aged 16/17
    (Thomas Robinson Fitzsimmons, Colchester Borough Council, Thomas.Fitzsimmons@colchester.gov.uk, 01206 282548)      Thomas Robinson Fitzsimmons  Answers (1)

Housing Strategy Consultation

  • London Borough of Islington - Housing Strategy - consulting with residents and key stakeholders

    We are tasked with consulting on the new housing strategy which will be written in the New Year.

    It is envisaged that we will consult with:

    Third Sector

    Council officers and departments

    Strategic partnership

    Tenants and residents

    Diversity groups

    Housing providers


    We are planning to produce the following documents:

    Consultation document outlining what we feel (from the housing needs survey), are the key challenges facing the borough.

    Qualitative questionnaires: to be completed by key stakeholders and senior officers.

    Multiple-choice questionnaire: to be completed by residents and others who may not want to complete the full questionnaire.

    Consultation will take place through:

    Questionnaires

    Presentations at existing meetings and networks

    Issue-specific focus groups.

    The intention is to make it as easy as possible for people to consult in the medium that best suits them.

    If any members have recently carried out a housing strategy consultation, and/or produced similar documents I would be pleased to hear from them or to share their example with us. I am particularly interested in format, making the documents attractive, and making it clear to participants how their input will affect housing on the ground.

    Contact details: bryony.willett@islington.gov.uk Tel No. 020 7527 4438
    (Bryony Willett, Islington London Borough, bryony.willett@islington.gov.uk, 02075274438)      Bryony Willett  Answers (1)

Mobile Surgeries

  • We are looking at providing mobile surgery units in outlying areas of North Somerset. Has any organisation provided mobile Surgeries and then abandoned them because the service had cost too much for overall take-up and satisfaction of their customers? How long did those organisations operate the units before they took the decision to abandon them in favour of other service delivery options?
    (Lesley Mower-Hill, North Somerset Housing, lesley.mower-hill@nshousing.org.uk, 01275 345065)      Lesley Mower-Hill  Answers (1)

Leaseholder Service Charges

  • We are due to undertake a review of our approach to recharging with a view to moving towards real costs in terms of the provision of the leasehold administration. In addition we are keen to make our services more customer focused and explore ways of being able to provide more detailed information in respect of repairs work completed. We currently use an in-house trade service and charge using an SOR based system. We would be keen to receive any information from other organisations that have carried out similar reviews and either adopted, or rejected, new approaches in terms of “real costs”.
    (Michelle Benson, Somer Community Housing Trust, michelle_benson@somer.org.uk, 01225 366091)      Michelle Benson  Answers (1)

Adaptations policy

  • We are currently reviewing our Adaptations policy and would like to find out how other organisations handle the issue of motorised scooters. We are interested in finding out how organisations deal with tenants wishing to store scooters in Grouped Accommodation blocks.
    (Janice Wayman, Sedgefield Borough Council, jwayman@sedgefield.gov.uk, 01388 816166)      Janice Wayman  Answers (1)

Void Properties

  • We are in the process of reviewing our voids policy and are keen to find out if any organisations are providing new tenants with a welcome pack when they commence a tenancy. We would also like to find out if anyone is offering incentives to outgoing tenants who leave their property in good order
    (Janice Wayman, Sedgefield Borough Council, jwayman@sedgefield.gov.uk, 01388 816166)      Janice Wayman  Answers (6)

Safeguarding Children

  • I would like to inform you that we have developed a group policy "Safeguarding Children" together with guidance notes.

    While researching the subject area I noted that the majority of housing providers seemed to include children within their "Safeguarding Adults Policy" and I felt there was real risk that the important role housing professionals have in child protection issues might be lost. Therefore, a specific policy and guidance notes were written, these are now available on our intranet for all staff to access. We are also considering including child protection as a core training function.

    I am happy to share both the policy and guidance notes if any one would care to contact me.

    Group Policy & Business Intelligence Advisor
    (Wendy Craven, Orbit Housing Group, wendy.craven@orbit.org.uk, 024 7643 8136)      Wendy Craven  Answers (1)

Homelessness Action Plans

  • The Housing Corporation published their Homelessness Strategy "Tackling Homelessness" in November 2006. It recommends that Housing Associations develop Homelessness Action Plans & nominate Homelessness Champions. I'm looking for information and good practice from Housing Associations who have implemented these recommendations.
    (Alan Manklow, Moat Homes, Alan.Manklow@moat .co.uk, 0845 359 6806)      Alan Manklow  Answers (2)

Full translation of tenancy agreements....

  • Do any organisations make available upon request a full translation of the tenancy agreement in various different languages? Is there much demand for this? We have had one or two recent enquiries.
    (Catherine Wilkins, Reading Borough Council, catherine.wilkins@reading.gov.uk, 01189 390171)      Catherine Wilkins  Answers (5)

Review of District Heating charges

  • We’ve completed a review of District Heating charges and have concluded that the charges to some of our tenants will need to be increased quite substantially. Does this increase need to be considered as part of the annual rent increase limit – ie does the RPI + 0.5% + £2 limit apply and prevent us from raising the district heating charge above this?
    (Kevin Barnett, Easington District Council, kevin.barnett@easington.gov.uk, 0191 5270501 (ext 4537))      Kevin Barnett  Answers (7)

Open Membership

  • Before the launch of Derwentside Homes the Shadow Board made a decision that would enable all tenants to become stakeholders and have the opportunity to influence its activities.

    This would mean that tenants and leaseholders who are members, being able to vote at Derwentside Homes' Annual General Meeting, through Open Membership. Has anyone any advice or best practice in Open Membership?
    (Phillip Curran, Derwentside Homes, p.curran@derwentsidehomes.co.uk, 01207 524871)      Phillip Curran  Answers (2)

Possession proceedings - fixed date awarded

  • I need advice on the following scenarios where the County Court has awarded a fixed date for possession.

    a) Fixed date awarded - the tenant clears the rent account in full before the fixed date arrives. Does the tenancy still end? If so, what do we / the tenant need to do, to get the tenancy reinstated?

    b) Fixed date passes. The tenant appeals to the County Court against the fixed date order and requests that it be revoked. Is that legally possible, or can the tenant only appeal against a warrant, after the fixed date has passed?

    c) Fixed date passes. We apply to evict. The tenant clears the account. How does the tenant get their tenancy reinstated?

    In scenarios (a) and (c) we are taking a pragmatic approach and implying that the occupant's tenancy has been reinstated, but I suspect that we are in a legal minefield.

    Any assistance would be appreciated.
    (Tony Martin, Darlington Borough Council, tony.martin@darlington.gov.uk, 07966 347061)      Tony Martin  Answers (1)

IT products that capture customer satisfaction data

  • We are currently evaluating a product called GovMetric from ROL. In a nutshell this captures customer satisfaction data as follows:

    * Face-to-face - customer uses touch screen panel after completion of face-to-face transaction
    * Phone - after completion of a phone-based transaction the user is put through to a Q&A session
    * Web - Each page has a smiley face for visitor to click to indicate if the page is useful or not

    This data is collated centrally and a dashboard enables the data to be analysed and reported.

    Questions:

    1)Does anyone have experience of Govmetric that they can share?
    2) Is anyone aware of comparable products and what are they please?
    (Phil Gregg, Newark & Sherwood Homes, phil.gregg@nshomes.co.uk, 01636 655425)      Phil Gregg  Answers (3)

Supporting People Service Specs

  • We are looking to commission a new SP accommodation based service for clients with drug problems

    Does anyone fund such a service by way of supporting people funding for this group? If so, do you have a service specification for this project that you would be willing to share?

    Any assistance you can give would be extremely useful
    (Richard Smythe, Birmingham City Council, richard.smythe@birmingham.gov.uk, 0121 303 2802)      Richard Smythe  Answers (1)

Goodwill Payments

  • We are undertaking a number of external improvement schemes to tower blocks involving concrete repairs and/or window replacement. The work is being carried out while residents remain in their homes. The schemes involve scaffolding and netting to the blocks and also creates a lot of noise and dust and can run for periods of up to 12 months. We are considering making a goodwill payment to people in recognition of the amount of disruption that is being caused and wondered if anybody else was doing something similar.
    Thanks.
    (Chris Gibbins, Salix Homes, chris.gibbins@salixhomes.org, 0161 779 8806)      Chris Gibbins  Answers (5)

Outsourcing FTA's

  • I am currently looking at the possibility of outsourcing our collection of former tenants debt. I want to know what products the market is offering and where this has been done what are the cost savings to keeping it in-house and what improvements has there been in collection.
    (James Dean, Harlow District Council, james.dean@harlow.gov.uk, 01279 446333)      James Dean  Answers (6)

Sub-lets

  • I'm interested in anyone's successful experiences of regaining possession via the courts or otherwise when a tenant sub-lets his property (and there are no arrears or nuisance grounds), either when (a) the tenant says to the landlord they will move back in but does not, or (b) they have moved but the identity of the new unauthorised occupant cannot be established.
    (A Smith, Ipswich Borough Council, andy.smith@ipswich.gov.uk, 01473 433364)      A Smith  Answers (1)

Asbestos surveys

  • We at Rugby have recently carried out an asbestos survey on all our Corporate Properties and housing communal areas.

    I would be interested to hear from anyone who has carried out surveys in tenanted properties, either by 'type of prop' or en mass. Furthermore, if anyone has, how was the information used/managed etc?
    (Jason Husain, Rugby Borough Council, jason.husain@rugby.gov.uk, 01788 533875)      Jason Husain  Answers (3)

Direct debit dates

  • What direct debit payment dates do other social landlords offer their tenants for payment of rent?

    We currently only offer two, the 1st and 15th of each month. Do the other members find that the vast majority of tenants only pay on one or two dates despite a range of options?
    (Mark Dunthorne, Town & Country Housing Group, Mark.Dunthorne@tchg.org.uk, n/a)      Mark Dunthorne  Answers (10)

Customer consultation form - homelessness strategy

  • As part of the review of the homelessness strategy we are looking to consult with customers to identify what they feel are gaps in service.

    Has anyone any examples of good consultation frameworks / surveys which they would be willing to share.
    (Becky Ward, City of York Council, Becky.Ward@york.gov.uk, 01904 554040)      Becky Ward  Answers (1)

Gas servicing problems

  • Whilst researching how other organisations manage gas servicing, I noticed that some used a timer which switched off the boiler two weeks before the next service was due.

    This of course triggers the tenant to place a call to repairs - and at the same time as "fixing" the boiler, the gas service is done!

    Does anyone work in an organisation where this method is used?
    (Liz Kamola, Reading Borough Council, liz.kamola@reading.gov.uk, 0118 9390661)      Liz Kamola  Answers (4)

Contractors - monitoring of compliance with diversity and equality policies

  • We have recently monitored all contractors with whom we have invoiced £1,000 plus value of work in the last 12 months. To take this to a lower financial level would mean monitoring in excess of 500 contractors.

    Can other organisations advise if they monitor compliance with diversity/equality policies by their contractors and, if so, do they monitor all contractors or do they also apply a limit?
    (Sally Houghton, Joseph Rowntree Housing Trust, sally.houghton@jrf.org.uk, 01904 735007)      Sally Houghton  Answers (2)

New tenancy start days

  • We are looking into starting tenancies on any working day of the week.

    I would be interested to hear from other organisations that do this, and how they get around the issue of Housing Benefit entitlment?

    Does your local council pay HB from any day of the week or is this only payable from the following Monday?
    (Joanna Maltman, Ashfield Homes, joanna_maltman@hotmail.com, 01623608923)      Joanna Maltman  Answers (2)

Furnished tenancies - general needs

  • Do any members have or know of a furnished tenancy scheme that is working well?

    I am interested in hearing from any organisation who does this or who have thought about it but have been met with the same stumbling blocks as we have, such as costings, benefits to business, security, etc.
    (Sally-Anne Underhill, Metropolitan Housing Partnership, sally.underhill@spirita.org.uk, 01332 375800)      Sally-Anne Underhill  Answers (1)

Gas servicing

  • The Riverside Group have had two expert pieces of advice from respected solicitors regarding gas servicing.

    One says that if we know a property does not have a CP12 safety certificate we should not undertake any repairs as the tenant could potentially be using an unsafe gas appliance and therefore we are knowingly putting the contractor at risk. In addition, if we take the tenant to court for not allowing access for the safety check to be undertaken, the judge would quite rightly ask how hard had we tried if we continue to do ordinary repairs.

    The other says that if we do not undertake repairs we are in breach of our tenancy agreements.

    CORGI and the HSE have been asked for advice which is non committal.

    We are interested in hearing what other organisations do in this situation?
    (Jane Keegan, Riverside Group, jane.keegan@riverside.org.uk, 01706 674 301)      Jane Keegan  Answers (4)

Risk-based tenancy management

  • Hi all, we're investigating the feasibility of risk-based management for tenancies, and would be really interested in hearing from any other organisations who work on this basis, or are considering it.

    We'll be more than happy to share the results with any contributors.

    Any questions please get in touch, and thanks in advance.
    (Mark Leith, Bolton at Home, MARK.LEITH@BOLTONATHOME.ORG.UK, 01204 336770)      Mark Leith  Answers (1)

Overall customer satisfaction rating

  • Orbit Housing Group are looking to develop an overall customer satisfaction rating to measure satisfaction with services provided via its customer service centre. We would be interested to hear from anyone who has devised and implemented a similar measure within their organisation.
    (Liz Paul, Orbit Housing Group, Liz.paul@orbit.org.uk, 02476438205)      Liz Paul  Answers (2)

Translation services

  • Have any groups benefited from economies of scale by centrally contracting for printed and/or telephone translations with any national companies? Affinity Sutton are looking into this issue to benefit our subsidiaries and we would be keen to hear from any organisation who would be willing to share details of their findings with us.
    (Murray Crump, Affinity Sutton Group, murray.crump@affinitysutton.com, 01273 431875)      Murray Crump  Answers (1)

The BV66a paradox

  • When I benchmark 66a I keep coming up against results close to or even in excess of 100%. The guidance clearly states that this is not possible (and based on the rules it's not) but still it goes on and the AC seem to accept it.

    Does anyone have any explanations?
    (Jeff Ridgley, Oxford City Council, jridgley@oxford.gov.uk, 01865 335490)      Jeff Ridgley  Answers (1)

Housing needs surveys for those with learning disabilities

  • We're looking to undertake a housing needs survey for those with learning disabilities in our district, and so I'm trying to find out about some good practice. Does anyone have any copies of surveys that they can share with me, any experiences of undertaking this kind of survey, for example, identifying people, and how to ensure it is robust as possible? Any comments/information gratefully received. Thanks
    (Susan Hope, South Northamptonshire Council, susan.hope@southnorthants.gov.uk, 01327 322371)      Susan Hope  Answers (1)

Using a front office system to deal with housing rent enquiries

  • Has anyone successful had experience of using a front office system to deal with rent payment enquiries from tenants?

    At Reading BC we would like to know what sort of rent enquries are dealt with using front office before referring callers to the back office.
    (Catherine Wilkins, Reading Borough Council, catherine.wilkins@reading.gov.uk, 01189 390171)      Catherine Wilkins  Answers (1)

Rent income team comparatives

  • Cosmopolitan Housing has got a dedicated rent income team and at the moment we are looking at the team structure to ensure that we have the right structure and also, and most importantly, that we are paying the right pay. To to look at this we need to compare ourselves with other housing associations with in the North West, ie, number of properties/how many are in team?

    Would members please send us some information in order for us to be able to compare:

    1. Structures.
    2. Pay/grads/salaries.
    3. How many properties.
    4. How many in teams and what positions are held.
    5. Job descriptions.

    I would be most grateful for any responses as we have found it difficult to get any information in the past on these subject matters.
    (Karen Cheung, Cosmopolitan Housing Association, kcheung@cosmopolitanhousing.co.uk, 0151 224 0326)      Karen Cheung  Answers (1)

Crime references for repairs

  • Have any members moved away from asking for crime reference for replacing windows. If so, what did they put in place?

    If not, has anyone been successful working with the Police to prosecute for false reporting of criminal damage to get a 'free' job carried out.
    (Liam Dawson, Luton Borough Council, liam.dawson@luton.gov.uk, 01582 546240)      Liam Dawson  Answers (3)

London Borough of Islington staff briefing - linking policy to the front line

  • We are producing a staff briefing paper for housing needs s