Sustaining Tenancies early intervention for rent arrears

Size: px
Start display at page:

Download "Sustaining Tenancies early intervention for rent arrears"

Transcription

1 Glasgow Housing Association Andy Ashcroft Area Director (East) Sustaining Tenancies early intervention for rent arrears Better homes, better better lives lives 7 February 2012

2 Our Arrears Journey- Where we were in 2007/8 with our rent collection 2007 Communities Scotland inspection report noted our performance in collecting rent was poor and worsening Since stock transfer we had failed to collect 26m (current & former tenant debt) We needed to fundamentally alter our approach and fast! 23,000 tenants in rent arrears Our business systems, not people, drove action for recovery: 8,000 Notice of Court Proceeding 6,500 Court Callings 1,000 Decrees for Eviction 575 Evictions-Leaving 1million of debt Lack of credibility with the Courts lots of activity, but wrong outcomes for customers and the business? 2

3 Where we were in 2007/8 the systems picture on rents GHA Lost Sight of Purpose? Push Customers through the Court system Not collect rent or reduce arrears Did Not set tenants up to succeed or sustain No assistance for customers with Housing Benefit Issues No upfront discussions about rent/ability to pay No Payment profiles/plans Staff chasing rent arrears Reliance on letter for contact no face to face Limited Payment Methods Too many court actions for little outcome We needed to fundamentally alter our approach and fast! 3

4 The Vanguard Method Vanguard were established 1981 by John Seddon In 1994 John developed a lean-service model for the service industry Most of their consultants have a background in Occupational Psychology They currently employ around 40 Consultants John has also published several books on Quality and Management Thinking: I want you to cheat, Freedom from Command and Control ; Systems Thinking in the Public Sector The Vanguard Purpose to add value to the client Building towards Accreditation of our Managers and Business Improvement Leaders

5 We Changed the way we did our Business System Redesign Capital Works Repairs Voids Allocations Homelessness GHA(M) Complaints Rental Income Housing Benefit Former Tenant Debt Legal

6 System Redesign Common Systems, Common Sense 3 week intervention in local offices Managers leading the experience Manager s walked through our processes (on the shop floor) the customer journey Targets drove the wrong behaviour (118 example cheating but achieved) Lost sight of our purpose: Let Houses/Collect Rent/Repairs as requested We captured why our customers were contacting us (demand analysis): In all business areas failure demand (waste) exceeded on average 70% Waste: I don t know how much rent to pay Value: I want to pay my rent FINDINGS: - we did not make it easy for customers and they were not our focus - Our staff were dealing with waste rather than value work = happy customers

7 Redesign: Design IN value, design OUT failure Switch emphasis to front end and away from legal process: Pre tenancy support affordability Early and personal action if things go wrong Range of Payment Options Payment profiles to include: how much, when, by what method, benefits True partnership working with City Council (benefits & homelessness) Remove targets that drive the wrong behaviours & count what counts to the customer! Put the customer at the heart of everything we do Frontline staff measure what matters to the customer Demand Analysis Consistency of approach (doing what we say, when we say, every time!) We get the work in clean all information to improve process times 7

8 System Redesign (cont d) We have expertise at the front end We aim to reduce hand-offs and deal with customers one and done We have new end to end measures related to the whole system KPIs are discussed at Senior Management level Consistent service provision learn from the best!

9 Helping Customers to Sustain their Tenancies Affordability discussions at - Housing Application/Offer/Sign Up Starter Packs/Welcome Bags New Void Standard Clean HB applications at Date of Entry and delivered to Rev Bens Partnership with Glasgow City Council Secure scanning and Verification Increased Payment methods; Chip and Pin, online and 24 hour CSC Welfare Benefits and Fuel Advice Service; maximising customers income Early (face to face) contact when payments missed Affordable repayment arrangements Effective Collections Training Pre Eviction Senior Management Arrears Panel meetings Annual Rent campaigns - Rent Don t Make it a problem - Rent First - Rent Matters

10

11

12

13 Rent Matters Leaflet

14 Radio Advert - Sample

15 Helping to Sustain Tenancies Managers involved in the work NPRP Authorisation (last resort) Effective Collections Training all staff Waste/hassles for staff and customers In house Debt Recovery Team to support frontline recovery activity - significant contribution to cleansing historical debt. Partnership working with RBC Managers locally and at senior levels to improve performance for customers Increase in DWP applications and maximise DHP applications CIH/Housing Advice and Information training programmes for staff Local Office Visual Measures Board meetings: - CSCS performance discussions/staff share learning - continually review processes and escalate to BEST groups to remove

16 Sample VMB

17 CSCS Measures We focus on end to end times: Notice of Tenancy Termination to First Accepted Offer Notice of Tenancy Termination to Relet Selection to Reselection Date of Entry to First Payment in Account - All Payments - Cash Payments - Housing Benefit

18 Winchart Example

19 NPRPs authorised March 2008 to Dec number of NPRPs raised new financial year new financial year new financial year period

20 Evictions to E v i c t i o n s / / / /11 Financial Year 20

21 Striving for Continuous Improvement Organisational Review/Think Yes - more empowered front line staff working end to end - focus on customer satisfaction Shelter Pilot In house Money Advice Service from April 2012 New mandatory programme for all staff and key suppliers GHA first Vanguard accredited centre in UK Preparing for Welfare Reforms

22 Wider Tenancy Sustainment Better Homes Better Lives 1,107 tenants provided with fuel tariff advice - 129,000 tenant savings made. 94% of tenants surveyed rated the service good / very good 2,091 tenants supported to access money advice / financial capability services. 1,320,000 financial gain achieved for tenants Promoting Employability - Modern Apprentice Programme (30) 2011/12 Maximise jobs and training opportunities for Glasgow residents Community Janitor Programme 85% from GHA households trainees moved into work 73 from GHA households

23 Our performance context From inspection to January 2012 Sitting Tenant Rent arrears reduced from 5.14% in 2007/8 to 3.09% Current tenant arrears down from 10.1m in 2007/8 to 4.89m End to End re-let time down from 56 days in 2007/8 to days for lettable property Letting performance is the best since inception of GHA lets within 4 weeks was 49.07% for the year 2007/8, now 86.58% Tenancy sustainment levels improved /8 = 84.95%, now 88.50% 23

24 GHA Tenancy Sustainment Levels

25 QUESTIONS/DISCUSSION

H 19. Sustainability Policy. April 2017 April 2020

H 19. Sustainability Policy. April 2017 April 2020 H 19 Sustainability Policy Date of Approval Review due April April 2017 April 2020 Contents 1. Introduction Purpose of the Policy 2. Key Policy Issues 3. Tenancy Sustainability Policy 4. Aims and Objectives

More information

Discussion paper RSLs and homelessness in Scotland

Discussion paper RSLs and homelessness in Scotland Discussion paper RSLs and homelessness in Scotland From the Shelter policy library April 2009 www.shelter.org.uk 2009 Shelter. All rights reserved. This document is only for your personal, non-commercial

More information

ARREARS & WELFARE RIGHTS POLICY SUMMARY

ARREARS & WELFARE RIGHTS POLICY SUMMARY ARREARS & WELFARE RIGHTS POLICY SUMMARY CONTENTS INTRODUCTION Page 3 WHAT ARE THE MAIN OBJECTIVES OF THIS POLICY? Page 4 HOW DOES THE WELFARE RIGHTS SERVICE WORK? Page 6-7 GOING THE EXTRA MILE Page 8 WHAT

More information

TENANCY SUSTAINMENT STRATEGY

TENANCY SUSTAINMENT STRATEGY LANGSTANE HOUSING ASSOCIATION TENANCY SUSTAINMENT STRATEGY 2017-2020 C:\Users\ayesha.reid\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.Outlook\GSBPYVBK\Tenancy Sustainment Strategy

More information

Scottish Social Housing Charter Indicators

Scottish Social Housing Charter Indicators Scottish Social Housing Charter Indicators Briefing Paper July 2012 Introduction This joint Tenants Information Service (TIS) / Tenant Participation Advisory Service (TPAS) briefing paper has been produced

More information

Better homes, better lives. Report to tenants. Glasgow Housing Association How we performed in 2016/17

Better homes, better lives. Report to tenants. Glasgow Housing Association How we performed in 2016/17 Better homes, better lives Report to tenants Glasgow Housing Association How we performed in Glasgow Housing Association How we performed in This is our report to tenants on how GHA has performed on the

More information

MILNBANK HOUSING ASSOCIATION RENT POLICY

MILNBANK HOUSING ASSOCIATION RENT POLICY MILNBANK HOUSING ASSOCIATION RENT POLICY PH/FEBRUARY 2010 (1) INTRODUCTION The aim of this policy is to detail how the Association sets rents for the percentage of Scottish secure tenants who were formerly

More information

Practitioner Article Tenancy Sustainment not just the latest buzz word!

Practitioner Article Tenancy Sustainment not just the latest buzz word! Practitioner Article Tenancy Sustainment not just the latest buzz word! Written by Janice Conner, Housing Services Manager, Link Housing Association Ltd March 2011 www.shelter.org.uk. All rights reserved.

More information

Policy: FP022 Rent Accounting and Arrears

Policy: FP022 Rent Accounting and Arrears Policy: FP022 Rent Accounting and Arrears Trust Housing Association Limited Title of policy: Rent Accounting and Arrears Policy Date of adoption or last review: October 2013 Lead officer: Head of Financial

More information

Policy Briefing Banish the Bedroom Tax Monster Campaign- Action Plan for Scotland

Policy Briefing Banish the Bedroom Tax Monster Campaign- Action Plan for Scotland Policy Briefing Banish the Bedroom Tax Monster Campaign- Action Plan for Scotland From the Shelter Scotland policy library August 2013. All rights reserved. This document is only for your personal, non-commercial

More information

POLICY BRIEFING. ! Housing and Poverty - the role of landlords JRF research report

POLICY BRIEFING. ! Housing and Poverty - the role of landlords JRF research report Housing and Poverty - the role of landlords JRF research report Sheila Camp, LGIU Associate 27 October 2015 Summary The Joseph Rowntree Foundation (JRF) published a report in June 2015 "Housing and Poverty",

More information

Report on the Scottish Housing Charter 2016

Report on the Scottish Housing Charter 2016 Report on the Scottish Housing Charter 2016 WELCOME TO THE THIRD ANNUAL TENANT REPORT ON THE SCOTTISH HOUSING CHARTER BY SOUTHSIDE HOUSING ASSOCIATION. Southside Housing Association is regulated by the

More information

Job profile Private Rented Housing Officer Salary: Grade H

Job profile Private Rented Housing Officer Salary: Grade H Job profile Private Rented Housing Officer Salary: Grade H Fixed Term to 30 September 2020 (there is potential for this to be extended) Group: Communities and Environment Service: Development, Transport

More information

West Hi land Housin Association. West Highland Housing Association. Tenant Report 2015/ /16

West Hi land Housin Association. West Highland Housing Association. Tenant Report 2015/ /16 West Hi land Housin Association t Tenant Report 2 TENANT REPORT CHAIR S WELCOME Welcome to our report on performance for. Each year every Housing Association (Registered Social Landlord) in Scotland has

More information

The introduction of the LHA cap to the social rented sector: impact on young people in Scotland

The introduction of the LHA cap to the social rented sector: impact on young people in Scotland The introduction of the LHA cap to the social rented sector: impact on young people in Scotland Brought to you by the Chartered Institute of Housing Executive Summary About the research This research was

More information

Easy Read Annual Report for Tenants

Easy Read Annual Report for Tenants A leading provider of housing care and support in Sussex Easy Read Annual Report for Tenants 2017-18 We are a specialist housing association committed to preventing homelessness and supporting vulnerable

More information

Ore Valley Housing Association

Ore Valley Housing Association SCOTLAND S HOUSING NETWORK, FIRST FLOOR, 19 HAYMARKET YARDS, EDINBURGH EH12 5BH T: 0131 466 3710 E: INFO@SCOTLANDSHOUSINGNETWORK.ORG W: SCOTLANDSHOUSINGNETWORK.ORG Ore Valley Housing Association PERFORMANCE

More information

Allocations and Lettings Policy

Allocations and Lettings Policy Date approved TBC Date of Next Review May 2016 Date of Last Review May 2015 Review Frequency Annually Type of document Policy Owner Name Jenny Spoor, Group Head of Neighbourhoods Job Title Approved by

More information

Tenancy Policy Introduction Legal Framework Purpose Principles Policy Statement Tenancy Statement...

Tenancy Policy Introduction Legal Framework Purpose Principles Policy Statement Tenancy Statement... 1 Tenancy Policy January 2014 Table of Contents Tenancy Policy... 1 Introduction... 2 Legal Framework... 2 Purpose... 3 Principles... 3 Policy Statement... 4 Tenancy Statement... 4 Tenancy Types... 5 Assured

More information

Cabinet Meeting 4 December 2013

Cabinet Meeting 4 December 2013 Cabinet Meeting 4 December 2013 Agenda Item No: 8 Report title Decision designation Cabinet member with lead responsibility Key decision In forward plan Wards affected Accountable director Originating

More information

Qualification Snapshot CIH Level 3 Certificate in Housing Services (QCF)

Qualification Snapshot CIH Level 3 Certificate in Housing Services (QCF) Qualification Snapshot CIH Certificate in Housing Services (QCF) The Chartered Institute of Housing (CIH) is an awarding organisation for national qualifications at levels 2, 3 and 4. CIH is the leading

More information

Welcome.

Welcome. ity l a u Q Pr id e Ca re th w o r G Welcome I am delighted to present this report on Cornerstone s recent performance in several areas of importance to our tenants, as well as our plans for the coming

More information

RENT ARREARS POLICY March 2011

RENT ARREARS POLICY March 2011 RENT ARREARS POLICY March 2011 Consultation Completed: March 2011 Approved by the Management Board: 22 nd March 2011 Review Date: March 2014 Section Contents 1. Introduction 2. The Scottish Housing Regulators

More information

SSHA Tenancy Policy. Page: 1 of 7

SSHA Tenancy Policy. Page: 1 of 7 POLICY 1. Overall Policy Statement 1.1 South Staffordshire Housing Association (SSHA) will work with all customers to develop and maintain sustainable communities and sees a range of tenancy products and

More information

Affordable Homes Service Plan 2016/17 and 2017/18

Affordable Homes Service Plan 2016/17 and 2017/18 Report To: Housing Portfolio Holder 15 March 2017 Lead Officer: Director of Housing Purpose Affordable Homes Service Plan 2016/17 and 2017/18 1. To provide the Housing Portfolio Holder with an update on

More information

End of fixed term tenancy policy

End of fixed term tenancy policy End of fixed term tenancy policy This policy replaces the related clauses of the Tenancy Policies of Circle 33 and Affinity Sutton Homes (AS) and the AS Fixed Term Tenancy Management Procedure. 1. Purpose

More information

POLICY: LETTINGS. 1.0 Introduction. 2.0 Background Legislation. 3.0 Definitions. 4.0 Objectives

POLICY: LETTINGS. 1.0 Introduction. 2.0 Background Legislation. 3.0 Definitions. 4.0 Objectives POLICY: LETTINGS 1.0 Introduction 1.1 Thames Valley Housing (TVH) supports Local Authorities (LAs) with their strategic housing functions and their duties to meet identified local housing needs. 1.2 We

More information

ARDENGLEN HOUSING ASSOCIATION LIMITED DECORATION POLICY

ARDENGLEN HOUSING ASSOCIATION LIMITED DECORATION POLICY ARDENGLEN HOUSING ASSOCIATION LIMITED ---0--- DECORATION POLICY Date Presented to: Housing Services Sub Committee 13/12/11 Date of next Scheduled Review 13/12/14 Date passed by: Housing Services Sub Committee

More information

Report of Meeting Date Item No. Brian Moran CCH

Report of Meeting Date Item No. Brian Moran CCH Board Report Report of Meeting Date Item No. Brian Moran AHG Company Secretary/Group AHA 17 th September 2012 Director of Corporate BHA 8.1 Services CCH PERFORMANCE SCORECARD PURPOSE OF REPORT 1 To report

More information

Document control. Supercedes (Version & Date) Version 2 February 2017

Document control. Supercedes (Version & Date) Version 2 February 2017 Tenancy Policy Document control Document Reference / Version Number Version 3 November 2017 Title of Document Authors Name(s) Angela Havens Authors Job Title(s) Head of Income & Customer Support Directorate(s)

More information

Impact of welfare reforms on housing associations: Early effects and responses by landlords and tenants

Impact of welfare reforms on housing associations: Early effects and responses by landlords and tenants Impact of welfare reforms on housing associations: Early effects and responses by landlords and tenants For the National Housing Federation February 2014 Legal notice 2014 Ipsos MORI all rights reserved.

More information

2 Training Programme

2 Training Programme 2017.04 2 Training Programme The NHAS programme of training is designed in response to the latest developments in housing and homelessness, and aimed at frontline housing advice staff. Our team of professional

More information

Scottish Government Consultation

Scottish Government Consultation Briefing paper Scottish Government Consultation Better Dispute Resolution in Housing: Consultation on Introduction of a New Housing Panel for Scotland A briefing paper from CIH Scotland January 2013 www.cihscotland.org

More information

CONTROLLING AUTHORITY: Head of Housing & Community Services. DATE: August AMENDED: Changes to Starter Tenancies.

CONTROLLING AUTHORITY: Head of Housing & Community Services. DATE: August AMENDED: Changes to Starter Tenancies. TENANCY POLICY CONTROLLING AUTHORITY: Head of Housing & Community Services ISSUE NO: 3 STATUS: LIVE DATE: August 2014 AMENDED: Changes to Starter Tenancies 1 Index 1.0 Purpose of the Policy 2.0 Tenancy

More information

Universal Credit Update. October 2018

Universal Credit Update. October 2018 Universal Credit Update October 2018 Current Position with UCFS Next to roll out - Month Local Authority Jobcentre November Edinburgh City Council High Riggs, Wester Hailes & Leith West Dunbartonshire

More information

Housing Programme (Level 3) CIH L3 Housing Certificate NVQ L3 in Housing Functional Skills (L2 English and Maths) Information.

Housing Programme (Level 3) CIH L3 Housing Certificate NVQ L3 in Housing Functional Skills (L2 English and Maths) Information. Information Housing Programme (Level 3) CIH L3 Housing Certificate NVQ L3 in Housing Functional Skills (L2 English and Maths) An Introduction Contents Housing Programme: Level 3... 4 Introduction... 4

More information

Welfare Benefit Reform Strategy

Welfare Benefit Reform Strategy Welfare Benefit Reform Strategy The Association will continue to place a priority on income Strategic Aim: management, debt collection and managing Welfare Benefit Reform. Reference No: Date Of Issue:

More information

Operating council-run Private Sector Leasing schemes to meet housing need and make a profit

Operating council-run Private Sector Leasing schemes to meet housing need and make a profit Operating council-run Private Sector Leasing schemes to meet housing need and make a profit Martin Pereira Martin.pereira@havering.gov.uk What do you know about Social Lettings Agencies and what do you

More information

National Standards Compliance Tenancy Standard Summary Report Quarter /15

National Standards Compliance Tenancy Standard Summary Report Quarter /15 National s Compliance Tenancy 1.1.1 Registered providers shall let their homes in a fair, transparent and efficient way. They shall take into account the housing needs and aspirations of tenants and potential

More information

Rented London: How local authorities can improve the capital s private rented sector. January 2018

Rented London: How local authorities can improve the capital s private rented sector. January 2018 Rented London: How local authorities can improve the capital s private rented sector January 2018 As Londoners go to the polls in May, housing will continue to be at the top of their minds. More than two

More information

Outstanding Achievement In Housing In Wales: Finalist

Outstanding Achievement In Housing In Wales: Finalist Outstanding Achievement In Housing In Wales: Finalist Cadwyn Housing Association: CalonLettings Summary CalonLettings is an innovative and successful social lettings agency in Wales. We have 230+ tenants

More information

Universal Credit One Year In: The experiences of housing associations

Universal Credit One Year In: The experiences of housing associations Universal Credit One Year In: The experiences of housing associations Executive summary and top tips www.housing.org.uk The Federation is carrying out a live evaluation of Universal Credit. The Federation

More information

APPENDIX A DRAFT. Under-occupation Policy

APPENDIX A DRAFT. Under-occupation Policy APPENDIX A DRAFT Under-occupation Policy Published: August 2013 1 1 EXECUTIVE SUMMARY 1.1 The introduction of the Welfare Reform Act 2012 has led to cuts in the amount of housing benefit people receive

More information

Property. Management. Performance.

Property. Management. Performance. Property. Management. Performance. 2 4 6 PROPERTY MANAGEMENT FROM A DIFFERENT ANGLE TENANCY MANAGEMENT (RESIDENTIAL LETTINGS) PRIVATE RENTED SECTOR MANAGEMENT Brunsfield specialises in residential lettings,

More information

Using the Private Rented Sector successfully to house single homeless people

Using the Private Rented Sector successfully to house single homeless people Using the Private Rented Sector successfully to house single homeless people About us Crisis is the English national charity for single homeless people. We are dedicated to ending homelessness by delivering

More information

Value for Money. Self Assessment Summary 2017

Value for Money. Self Assessment Summary 2017 Value for Money Self Assessment Summary 2017 Executive Summary Wythenshawe Community Housing Group Limited () was established in April 2013 when Parkway Green Housing Trust (PGHT) and Willow Park Housing

More information

The impact of the bedroom tax on stock management by social landlords March 2014

The impact of the bedroom tax on stock management by social landlords March 2014 The impact of the bedroom tax on stock management by social landlords March 2014 www.cihscotland.org If you have any questions about this survey please contact david.bookbinder@cih.org Tel: 0131 225 4544

More information

Residents Annual Report 2016/17

Residents Annual Report 2016/17 Residents Annual Report 2016/17 Welcome to our annual round-up of how we performed last year. Radian has had a great year seeing our lowest arrears performance to date, our lowest average time to re-let

More information

SELF EVALUATION

SELF EVALUATION SELF EVALUATION 2014-15 What is self-evaluation and why do we do it? Self Evaluation is the term used when we, as Housing Associations, have a good look at ourselves to see whether or not we are meeting

More information

Quality Homes in Quality Neighbourhoods SLHD Private Landlord Service

Quality Homes in Quality Neighbourhoods SLHD Private Landlord Service Quality Homes in Quality Neighbourhoods SLHD Private Landlord Service Rebecca Wilkie Head of Access and Inclusion Jen Cooper Empty Property Service Manager About St. Leger Homes St. Leger Homes of Doncaster

More information

Briefing. Energy efficiency and the Green Deal: Q&A for housing associations. Neighbourhoods. Tel:

Briefing. Energy efficiency and the Green Deal: Q&A for housing associations. Neighbourhoods. Tel: Briefing Energy efficiency and the : Q&A for Contact: Team: Pippa Read Neighbourhoods Tel: 020 7067 1092 Email: pippa.read@housing.org.uk Date: October 2012 Ref: NS.EN.2012.BR.16 Disclaimer This note has

More information

Rents for Social Housing from

Rents for Social Housing from 19 December 2013 Response: Rents for Social Housing from 2015-16 Consultation Summary of key points: The consultation, published by The Department for Communities and Local Government, invites views on

More information

Tenancy Policy Dale & Valley Homes Durham City Homes and East Durham Homes

Tenancy Policy Dale & Valley Homes Durham City Homes and East Durham Homes Tenancy Policy Dale & Valley Homes Durham City Homes and East Durham Homes Version Author Date Review date Comments/amendments This policy outlines the way in which County Durham Housing Group and the

More information

GreenSquare Tenancy Policy

GreenSquare Tenancy Policy Date Approved November 2012 Date of Next Review November 2014 Policy owner(s) Heads of Neighbourhoods 1. Scope This policy applies to customers of Oxford Citizens H A, Oxbode H A, GreenSquare Community

More information

Tenure and Tenancy management. Issue 07 Board approved: February Responsibility: Operations/C&SH Review Date: February 2019

Tenure and Tenancy management. Issue 07 Board approved: February Responsibility: Operations/C&SH Review Date: February 2019 Operational Manual Tenure and Tenancy management Corporate Policy Issue 07 Board approved: February 2017 Responsibility: Operations/C&SH Review Date: February 2019 1.0 Introduction 1.1 Hightown provides

More information

Research report Tenancy sustainment in Scotland

Research report Tenancy sustainment in Scotland Research report Tenancy sustainment in Scotland From the Shelter policy library October 2009 www.shelter.org.uk 2009 Shelter. All rights reserved. This document is only for your personal, non-commercial

More information

Customer Engagement Strategy

Customer Engagement Strategy Customer Engagement Strategy If you have difficulty with sight or hearing, or if you require a translated copy of this document, we would be pleased to provide this information in a form that suits your

More information

Tenancy Policy March 2016

Tenancy Policy March 2016 Tenancy Policy March 2016 0. DOCUMENT CONTROL 0.1 SUMMARY This policy provides a summary of the types of tenancy which Golden Gates Housing Trust may use, how changes to a tenancy may occur during the

More information

Leasehold Management Policy

Leasehold Management Policy Author(s): Simon McCracken and Liz Evans Leasehold Management Policy Approved by: The Board Date: 3 rd December 2015 Date Published: 1 st January 2016 Version: Live 3.0 Review Date: December 2019 Contents

More information

Formed in ,000 tenants and 4,000 others 26 Scottish Local Authorities Cost rent, fair rent, co-ownership, shared ownership, self build,

Formed in ,000 tenants and 4,000 others 26 Scottish Local Authorities Cost rent, fair rent, co-ownership, shared ownership, self build, Formed in 1962 7,000 tenants and 4,000 others 26 Scottish Local Authorities Cost rent, fair rent, co-ownership, shared ownership, self build, students, homes for sale, Foyer, LSVT, wider role, supported

More information

Together with Tenants

Together with Tenants Together with Tenants Our draft plan Your feedback needed by 19 April 20 February 2019 About this plan The National Housing Federation is the membership body for housing associations in England. Our housing

More information

Tenancy Sustainability. Helping to provide targeted support to tenants through Welfare Reform

Tenancy Sustainability. Helping to provide targeted support to tenants through Welfare Reform Tenancy Sustainability Helping to provide targeted support to tenants through Welfare Reform The welfare reform challenge Under Welfare Reform, changes to the UK s benefit system have led to increased

More information

Landlords North Wales Lettings Information for Landlords

Landlords North Wales Lettings Information for Landlords Landlords North Wales Lettings Information for Landlords Why Choose Us? Whether you are letting a property for the first time, or already work with an existing property portfolio, we are able to provide

More information

Jocelle Lovell Financial Inclusion Champion and Manager Wales Co-operative Centre

Jocelle Lovell Financial Inclusion Champion and Manager Wales Co-operative Centre Jocelle Lovell Financial Inclusion Champion and Manager Wales Co-operative Centre THFI Recap. Work in collaboration with LA s, Credit Unions, private landlords & their tenants to sustain tenancies, through

More information

Doncaster Metropolitan Borough Council Local Housing Allowance Safeguard Policy

Doncaster Metropolitan Borough Council Local Housing Allowance Safeguard Policy Doncaster Metropolitan Borough Council Local Housing Allowance Safeguard Policy Background In April 2008, a new way of working out Housing Benefit was introduced known as Local Housing Allowance. Local

More information

December Arbon House, 6 Tournament Court, Edgehill Drive, Warwick CV34 6LG T F

December Arbon House, 6 Tournament Court, Edgehill Drive, Warwick CV34 6LG T F Response to Department for Communities and Local Government s consultation paper Houses in Multiple Occupation and residential property licensing reforms from Association of Residential Letting Agents

More information

Welsh White Paper Consultation Better Lives and Communities

Welsh White Paper Consultation Better Lives and Communities Welsh White Paper Consultation Better Lives and Communities Introduction The Country Land & Business Association (CLA) is a member of the European Landowners Organisation and represents over 34,000 members

More information

Void Management Policy

Void Management Policy Void Management Policy SMT Approval Date: 22 November 2018 Board of Management: 3 December 2018 Approval Date: 3 December 2018 Implementation Date: I January 2018 Review Date: 3 December 2021 Version V1

More information

ESDS 31 st October 2011 Professor Paddy Gray and Ursula Mc Anulty University of Ulster

ESDS 31 st October 2011 Professor Paddy Gray and Ursula Mc Anulty University of Ulster ESDS 31 st October 2011 Professor Paddy Gray and Ursula Mc Anulty University of Ulster Twentieth century largely a period of decline rent controls, growth of owner occupation and large scale redevelopment

More information

CLACKMANNANSHIRE TENANTS AND RESIDENTS ASSOCIATION WRITTEN SUBMISSION

CLACKMANNANSHIRE TENANTS AND RESIDENTS ASSOCIATION WRITTEN SUBMISSION CLACKMANNANSHIRE TENANTS AND RESIDENTS ASSOCIATION Introduction WRITTEN SUBMISSION In order to respond to the Scottish Government s Housing (Scotland) Bill Clackmannanshire Tenants and Residents Federation

More information

RESPONSE TO CONSULTATION: Proposals for enabling more low cost, high quality starter homes for first time buyers.

RESPONSE TO CONSULTATION: Proposals for enabling more low cost, high quality starter homes for first time buyers. Royal Town Planning Institute 41 Botolph Lane London EC3R 8DL Tel +44(0)20 7929 9494 Fax +44(0)20 7929 9490 Email online@rtpi.org.uk Website: www.rtpi.org.uk Registered Charity Numbers England 262865 Scotland

More information

ARDENGLEN HOUSING ASSOCIATION LIMITED

ARDENGLEN HOUSING ASSOCIATION LIMITED ARDENGLEN HOUSING ASSOCIATION LIMITED ---0--- ESTATE MANAGEMENT POLICY Date Presented to: Housing Services sub Committee 24 th April 2012 Date of next Scheduled Review 24 th April 2015 Date passed by:

More information

Starter Tenancy Policy

Starter Tenancy Policy Neighbourhood Services Policies & Procedures Starter Tenancy Policy 1 Purpose of Policy 1.1 Watford Community Housing is committed to building strong, friendly and sustainable communities. 1.2 1.3 A part

More information

Crisis response to the Communities and Local Government Committee s Private Rented Sector: Combatting rogue landlords inquiry

Crisis response to the Communities and Local Government Committee s Private Rented Sector: Combatting rogue landlords inquiry Crisis response to the Communities and Local Government Committee s Private Rented Sector: Combatting rogue landlords inquiry Crisis is the national charity for single homeless people. We are dedicated

More information

MAGNA HOUSING GROUP TENANCY POLICY

MAGNA HOUSING GROUP TENANCY POLICY 1. Introduction Version: 1 Approved by MHGL Board: 19/09/13 Effective: 07/04/14 Author: Elaine Crooke Equality Impact Assessment undertaken: 00/00/00 Total no of pages: 5 MAGNA HOUSING GROUP TENANCY POLICY

More information

Response to implementing social housing reform: directions to the Social Housing Regulator.

Response to implementing social housing reform: directions to the Social Housing Regulator. Briefing 11-44 August 2011 Response to implementing social housing reform: directions to the Social Housing Regulator. To: All English Contacts For information: All contacts in Scotland, Northern Ireland

More information

A short guide to housing management

A short guide to housing management A short guide to housing management This guide is about some of the core housing management issues and looks in more detail at the role of tenants in the management of social landlords. You will find about:

More information

EastendHomes ASSIGNMENT, SUCCESSION AND MUTUAL EXCHANGE POLICY

EastendHomes ASSIGNMENT, SUCCESSION AND MUTUAL EXCHANGE POLICY EastendHomes ASSIGNMENT, SUCCESSION AND MUTUAL EXCHANGE POLICY 1. STATEMENT OF INTENT 1.1. Subject to any prohibitions contained within the terms of the tenancy agreement EastendHomes assured tenants have

More information

Welsh Government Housing Policy Regulation

Welsh Government Housing Policy Regulation www.cymru.gov.uk Welsh Government Housing Policy Regulation Regulatory Assessment Report Wales & West Housing Association Ltd L032 December 2015 Welsh Government Regulatory Assessment The Welsh Ministers

More information

Tips & Tricks. To Maximise Your Rent. For an informal chat, or to get a FREE market appraisal Call (24/7):

Tips & Tricks. To Maximise Your Rent. For an informal chat, or to get a FREE market appraisal Call (24/7): 99 Tips & Tricks To Maximise Your Rent For an informal chat, or to get a FREE market appraisal Call (24/7): 03333 44 11 99 Letting Properties 1 1. Market your property from the day a tenant gives notice.

More information

Final Draft October 2016

Final Draft October 2016 AF T RECOVERY OF POSSESSION OF PROPERTIES DESIGNED OR ADAPTED FOR SPECIAL NEEDS D R GUIDANCE FOR SOCIAL LANDLORDS FI N AL HOUSING (SCOTLAND) ACT 2014 Within this guidance there is a reference to when this

More information

AW16 Reducing void turnaround can lean thinking help?

AW16 Reducing void turnaround can lean thinking help? Sponsored by AW16 Reducing void turnaround can lean thinking help? Speakers: Andrew Schofield / Roger Parker Partners Lean Housing Solutions Greg Lakin Head of Maintenance Services Solihull Community Housing

More information

Private rented sector housing

Private rented sector housing Private rented sector housing Purpose of report For discussion. Summary The private rented sector is an important part of the local housing market. This paper introduces some of the challenges for councils

More information

The Scottish Social Housing Charter

The Scottish Social Housing Charter The Scottish Social Housing Charter April 2017 2 The Scottish Social Housing Charter Table of contents page 1. Introduction 2 2. Charter outcomes and standards 5 3. A note about language 12 3 1. Introduction

More information

The Benefits Of Using Bluewood Letting

The Benefits Of Using Bluewood Letting The Benefits Of Using Bluewood Letting Introduction to Our Rental Services There are many benefits to using Bluewood Letting, we have outlined some below. Please read through this information pack as it

More information

Key principles for Help-to-Rent projects. February 2017

Key principles for Help-to-Rent projects. February 2017 Key principles for Help-to-Rent projects February 2017 1 Crisis and the private rented sector Crisis is the national charity for single homeless people. We are dedicated to ending homelessness by delivering

More information

Democracy Starts at Home

Democracy Starts at Home Tenants at the heart of cultural change Democracy Starts at Home Kelly McBride Scotland s Housing Festival 2019 The Democratic Society works for more and better democracy. We work to create opportunities

More information

Private Housing (Tenancies) (Scotland) Bill. Written submission to the Infrastructure and Capital investment Committee

Private Housing (Tenancies) (Scotland) Bill. Written submission to the Infrastructure and Capital investment Committee Private Housing (Tenancies) (Scotland) Bill Written submission to the Infrastructure and Capital investment Committee Background: The National Landlords Association (NLA) The National Landlords Association

More information

Hyde Quality Standard Changing the way Hyde modernises homes

Hyde Quality Standard Changing the way Hyde modernises homes Hyde Quality Standard Changing the way Hyde modernises homes Hyde - Property Services Director of Property Services James Shaw Contract Manager Jon Willis Aims of this Masterclass Overview of Hyde The

More information

Policy briefing: Avoiding unnecessary evictions among social tenants in Wales

Policy briefing: Avoiding unnecessary evictions among social tenants in Wales Policy briefing: Avoiding unnecessary evictions among social tenants in Wales September 2018 Introduction This paper sets out the case for raising minimum standards in the way in which social landlords

More information

Would you like your housing service to be delivered by a local manager from a permanent office located on the estate?

Would you like your housing service to be delivered by a local manager from a permanent office located on the estate? Gloucester Grove BALLOT OFFER This booklet provides information about how the TMO will deliver housing services on Gloucester Grove estate. Would you like your housing service to be delivered by a local

More information

Tenancy Strategy

Tenancy Strategy Tenancy Strategy 2018 2021 Glossary Affordability Housing and Planning Act 2016 Housing Strategy Housing Needs Assessment Local Housing Allowance Localism Act 2011 Social Rents St Leger Homes of Doncaster

More information

Selective Licensing An overview for LB Waltham Forest. Private Sector Housing: December 2013 Tony Jemmott

Selective Licensing An overview for LB Waltham Forest. Private Sector Housing: December 2013 Tony Jemmott Selective Licensing An overview for LB Waltham Forest Private Sector Housing: December 2013 Tony Jemmott 1 Overview: Licensing of Privately Rented Properties Provided by the Housing Act 2004 Allows LAs

More information

Investigating the effect of Welfare Reform on Private Renting. Dr Tom Simcock October 2018 State of the PRS: Quarterly Report

Investigating the effect of Welfare Reform on Private Renting. Dr Tom Simcock October 2018 State of the PRS: Quarterly Report Investigating the effect of Welfare Reform on Private Renting Dr Tom Simcock October 2018 State of the PRS: Quarterly Report About the Residential Landlords Association The home for landlords The RLA represents

More information

Investment Property Letting Owner Information

Investment Property Letting Owner Information Helping you achieve your property aspirations Investment Property Letting Owner Information C o n t e n t s Investment Property Letting Owner Information Introduction to Aspire Property Management Company

More information

Estate management policy and procedures

Estate management policy and procedures Estate management policy and procedures Approved by Board September 2017 Latest review date September 2020 Estate management policy 1. Introduction 1.1 Drumchapel Housing Co-operative is committed to providing

More information

Licensing of Houses in Multiple Occupation in England. A guide for tenants

Licensing of Houses in Multiple Occupation in England. A guide for tenants Licensing of Houses in Multiple Occupation in England A guide for tenants Contents Who should read this booklet 1 Introduction to licensing 2 Definitions 3 Licensing of houses in multiple occupation 6

More information

Research report Evictions by social landlords in Scotland

Research report Evictions by social landlords in Scotland Research report Evictions by social landlords in Scotland 2010-11 From the Shelter Scotland policy library March 2012* www.shelter.org.uk Scotland. All rights reserved. This document is only for your personal,

More information

Starter (probationary) tenancy policy

Starter (probationary) tenancy policy tenancy policy Version 2.6 April 2013 Registered address: Triathlon Homes LLP, Fleet House, 59-61 Clerkenwell Road, London, EC1M 5LA Responsible officer: Author: Approved by: Head of Operations (Triathlon

More information

Demoted Tenancies Your Questions Answered

Demoted Tenancies Your Questions Answered Demoted Tenancies Your Questions Answered This leaflet answers a number of questions about your rights and responsibilities as a Demoted tenant. Please see the Tenancy policy and your tenancy agreement

More information