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

Save this PDF as:
Size: px
Start display at page:

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

Transcription

1 West Hi land Housin Association t Tenant Report

2 2 TENANT REPORT CHAIR S WELCOME Welcome to our report on performance for. Each year every Housing Association (Registered Social Landlord) in Scotland has to produce a report for its customers on its performance over the year. This is the third year we have produced this type of report and the format of the report has been developed with the aid of some of our tenants. The feedback from tenants is to have more pictures and diagrams with less writing. We hope this year we have achieved the right balance. always be room for improvement. West Hi land Housin Association The feedback from tenants was that they wanted comparisons with the Argyll Housing Associations Argyll Community Housing Association (ACHA), Fyne Homes and Dunbritton Housing Association and this year we have shown the average performance figure for the Argyll RSL s. Myself and fellow Board Members are very aware of the importance of performance good performance saves money and we are pleased that the performance in most of the areas is extremely strong. However that does not mean we are complacent and we encourage our staff team to look at ways to further improve our performance. Two areas of performance that are of particular importance are: 94% of tenants are satisfied with the quality of their home and almost 95% of tenants are satisfied with the service they receive from West Highland HA. As with everything we want to aim for 100% but for all of us our house is a personal matter there will We welcome feedback on our work and the report demonstrates t some of the work we have taken forward because people have made suggestions about how things could be better. This work will continue. I hope you find the report interesting and useful. I would urge you to contact the staff team if you have any questions or views of how we could improve the report or you may have views where you think our service could be improved. Please contact us. Dougie Mackie Chair

3 TENANT REPORT 3 TELEPHONE SURVEY Telephone and face-to-face surveys were carried out by staff to 30% of tenants during which covered the whole of our geographical area of operation. Information was then validated and analysed by Knowledge Partnership. This was the second year of what was a three year approach where one third of properties are due to be surveyed over three years. The results of this Survey is show in this Report. Next year 2016/17 we will undertake a full Tenants and Customer Satisfaction Survey which will also include your views on rent increases for From the last full survey carried out we received a number of responses regarding an in-house service for some repair work and also information on benefits. As a response to this we appointed an in-house Cyclical Plumber Paul Ferguson and working with Argyll Net Works (Diane MacDonald) that provides maximisation and benefits advice service. We are also looking at recruiting two further apprentices. We are part of the Link Group

4 4 TENANT REPORT KEY FACTS as at 31 st March self-contained homes rented 3 non self-contained homes rented 17 staff members 143 properties factored 1 void property 116 share holders STOCK BY SIZE 1 Apartment 1 2 Apartment Apartment Apartment Apartment 17 OUTCOME 1 EQUALITIES STAFF EXISTING TENANTS APPLICANTS ON HOUSING LIST NEW TENANTS GOVERNING BODY MEMBERS Scottish Other British Irish Gypsy/traveller Polish Any other white background Mixed or multiple ethnic background Black, Black Scottish, Black British Other ethnic background Unknown TOTAL

5 TENANT REPORT 5 COMMUNICATION We provide a number of methods of communication: Telephone Letter Text messaging Website Newsletters Facebook Twitter Face to face 44 complaints received in the year Stage 1 43 Total upheld by 34 During the year we held the following consultations/events: Promotion of our Welfare Rights Officer at various events Coffee & mince pies at Christmas Rent Consultation Walk & Talk walkabouts in our Tobermory & Glenshellach developments Spring/summer visit to all tenants on Islay, Jura, Colonsay & Tiree Winter housing surgeries/welfare rights awareness Kilmelford, Taynuilt, Port Appin, Tobermory, Bowman Court, and Colonsay Quarterly housing surgeries in Tobermory Tenant consultation on overflow car park at Nelson Road Consultation on layout out/content of future tenants report cards Consultation on proposed tenant satisfaction survey following improvement works Tenants satisfaction on improvement works at Bayview Road, Bendleroch, Lismore, Buenssan, Fionnphort & Appin Consultation on land disposal at Druimfin Gardens Autumn visits to all tenants Islay, Jura, Tiree & Colonsay Winter residents meeting at Bowman Court Summer & winter newsletters issued Meeting with Glenshellach Growers Consultation with Corran Brae resident on roof replacement OUTCOME 2 Stage 2 1 Total upheld by 1!?

6 6 TENANT REPORT OUTCOME 3 PARTICIPATION We try to get tenants involved, at whatever level they are comfortable with, through: ARMCHAIR CRITIC Two or three short surveys annually In we achieved the Silver TPAS accreditation FOCUS GROUPS Attending no more than three meetings annually TENANT SCRUTINY PANEL Attending no more than four meetings annually (not until 2016/17) WALK & TALK Annual commitment of less than one hour BOARD MEMBER Attends up to 10 board meetings per year SATISFACTION HOW DID WE COMPARE WITH OTHER HOUSING ASSOCIATIONS IN ARGYLL SURVEY ARGYLL RSLS AVERAGE % of tenants satisfied with the overall service 94.96% 89.68% % of tenants who felt their landlord is good at keeping them informed about their service and outcomes 95.71% 91.95% % of tenants with the opportunities to participate in the landlord decision making 89.24% 82.51%

7 TENANT REPORT 7 QUALITY OF HOUSING % of homes meeting the Scottish housing quality standard: 98.52% REPAIRS, MAINTENANCE & IMPROVEMENTS Number of reactive repairs completed 2405 Argyll RSL average 91.7% Average number of reactive repairs per household 3.25 We are working towards achieving 100% of our stock meeting this standard. Some energy fails will be picked up around our work for Energy Efficiency for Scottish Social Housing. Number of nonemergency repairs completed in 1992 Number of emergency repairs completed in 413 OUTCOME 4 OUTCOME 5 COMPARISONS WITH OTHER HOUSING ASSOCIATIONS IN ARGYLL ARGYLL RSL AVERAGE Average number of hours taken to complete emergency repairs Average number of days taken to complete nonemergency repairs % of reactive repairs carried out in the last year completed right first time 86.24% 89.23% % of tenants who have had repairs or maintenance 90.32% 89.66% carried out in the last 12 months who were satisfied with the repairs and maintenance service

8 8 TENANT REPORT PLANNED MAINTENANCE CYCLICAL MAINTENANCE This is usually the replacement of something which has come to the end of it s life, for example new kitchen. Last year we completed: These are maintenance items which are done regularly, for example boiler testing. Annual checks were carried out to: 63 Kitchens 24 Coal fires 9 Gas servicing 64 New heating systems 60 Bathroom refurbishments and showers ARGYLL RSL AVERAGE Tenants satisfaction with the quality of their home 94.49% 84.92%

9 TENANT REPORT 9 ESTATE MANAGEMENT, ANTI- SOCIAL BEHAVIOUR, NEIGHBOUR NUISANCE AND TENANCY DISPUTES NEIGHBOURHOOD AND COMMUNITY Satisfaction of management of the neighbourhood you live in: 87.66% % of anti-social cases resolved within locally agreed target within the last year 15/16 Argyll RSL average 85.55% ARGYLL RSL AVERAGE 94.12% 88.56% HOUSING OPTIONS % of tenants satisfied with the standard of their home when moving in HOMEArgyll is a common housing register between the four main housing providers in Argyll making it easier for applicants to apply on-line through their website offering a range of housing options available to them. 15/16 ARGYLL RSL AVERAGE 94.83% 92.54% OUTCOME 6 OUTCOME 7, 8, 9

10 10 TENANT REPORT OUTCOME 10 ACCESS TO HOUSING AND SUPPORT HOMEArgyll Common Housing Register 1777 new applicants added to the housing list 154 number of suspensions Properties were let during the year Lets from transfer list Lets from direct waiting list Lets from statutory homeless list mutual exchanges 3360 applicants on housing list 199 applicants cancelled from housing list % of tenancy offers refused 15/16 ARGYLL RSL AVERAGE 14.89% 38.51% TENANCY SUSTAINMENT OUTCOME 11 Tenants get information they need on how to obtain support or remain in their home The 76 lets that arose during the year was because tenants: 10 bought on open market 4 moved in with partner/family/friends 22 deceased 15 moved away 8 transfer to another HomeArgyll Partner 6 transfer to another property 4 sheltered 5 private let 1 evicted 1 lease terminated New tenancies sustained for more for than 1 year 91% transfer list 88% homeless list 88% direct waiting list 2 tenancies abandoned 31 medical adaptations completed

11 TENANT REPORT 11 VALUE FOR MONEY Rent and Service Charges AVERAGE WEEKLY RENTS 1 Apartment Apartment Apartment Apartment Apartment Rent increase 1.5% Argyll RSL average 1.66% OUTCOME 13, 14, % % of tenants that think that the rent for their property represents good value for money INCOME COLLECTION Total rent due to be collected 3,177,144 Argyll Average % of total collected % % % of rent lost through homes being empty 0.25% 1.29% Average time in days to re-let homes in the last year 8 days days

12 FINANCIAL INFORMATION INCOME 2014/15 RENTAL INCOME 3,250,233 3,345,848 COMMERCIAL RENTS 66,467 40,110 ENERGY PROJECT AND WIDER ROLE 151, ,222 INTEREST 30,244 43,764 OTHER 97, ,048 3,596,738 3,928,992 EXPENDITURE 2014/15 REPAIRS AND SERVICE COSTS 360, ,490 PLANNED AND MAJOR REPAIRS 380, ,709 OFFICE COSTS 723, ,926 OTHER OVERHEAD 307, ,237 WIDER ROLE 196, ,829 LOAN INTEREST 567, ,656 PROPERTY DEPRECIATION 484, ,246 CHARITABLE DONATION 4,755 11,166 BAD DEBTS 14,494 11,851 SURPLUS 557, ,882 West Highland Housing Association Ltd is a subsidiary of the Link Group Limited (a Registered Social Landlord). Ultimate responsibility for the conduct and control of the Group and its subsidiaries rests with the Link Group Board. An Independence and Responsibilities Agreement sets out conditions for the autonomous operation of the Association within the Group. The Association is a registered non-profit making organisation under the Cooperative and Community Benefit Societies Act 2014 No.169R(S). The Association is constituted under its Rule Book. The Association is a registered Scottish Charity with the charity number SC and is approved as a Registered Social Landlord with the Scottish Government (Reg No. HEP163). West Highland Housing Association Ltd Crannog Lane Oban PA34 4HB Tel: Fax: ,596,738 3,928,992 Ltd is part of the Link Group

THE SCOTTISH SOCIAL HOUSING CHARTER

THE SCOTTISH SOCIAL HOUSING CHARTER HOUSING CHARTER REPORT THE SCOTTISH SOCIAL HOUSING CHARTER LOOKING BACK AT 2015/16 PLANNING AHEAD 2016/17 Chairperson Report A very warm welcome to our Annual Charter Report. As you will be aware, last

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

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

Annual Report on the Charter

Annual Report on the Charter 2014 Annual Report on the Charter Front Cover: Dewar Avenue, Kincardine Contents Chairman s Introduction........................................................4 About Us.......................................................................5

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

Scottish Social Housing Charter Report 2015/16

Scottish Social Housing Charter Report 2015/16 Social Housing Charter Report Introduction This report sets out how Housing Association is performing against the standards set in the Social Housing Charter. This is the third report we have published.

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

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

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

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

Registered as a Scottish Charity - No. SC030751

Registered as a Scottish Charity - No. SC030751 Registered as a Scottish Charity - No. SC030751 Foreword Welcome to SBHA s third Tenant Participation Strategy which has been produced through partnership working including members of Scottish Borders

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

Shared Ownership Guidance Notes

Shared Ownership Guidance Notes Shared Ownership Guidance Notes For your assistance, this document can also be made available in another language, in Braille, in large print, or on audio cassette. Please ask any member of staff and the

More information

Annual Report to South Cambridgeshire District Council Tenants [DRAFT TEXT]

Annual Report to South Cambridgeshire District Council Tenants [DRAFT TEXT] APPENDIX A Annual Report to South Cambridgeshire District Council Tenants [DRAFT TEXT] Welcome Welcome to our first annual report to tenants that sets out our performance as a landlord and the commitments

More information

Report on the Scottish Social Housing Charter 2017/18

Report on the Scottish Social Housing Charter 2017/18 Report on the Scottish Social Housing Charter 2017/18 CONTENTS PAGE INTRODUCTION 3 WHAT IS THE CHARTER AND WHAT DOES IT MEAN FOR OUR TENANTS? 6-7 THE SCOTTISH HOUSING REGULATOR S LANDLORD REPORT 8-9 OUTCOME

More information

Tenant Participation Strategy

Tenant Participation Strategy Tenant Participation Strategy 2014 2017 Introduction Link has a strong commitment and tradition of involving tenants across the organisation in a variety of ways. Tenant participation is about sharing

More information

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

Rent Increase 2018/19. Briefing Paper

Rent Increase 2018/19. Briefing Paper Rent Increase 2018/19 Briefing Paper Consultation on Proposals January 2018 At this time of year we consult with our tenants on the rent increase proposal for implementation from April the following year.

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

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

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

Annual Report 2011/12

Annual Report 2011/12 Annual Report 2011/12 Introduction from the Chief Executive Welcome to this year s annual report. In this report, we have 3 aims: to set out how we provide services to you, and meet the standards set by

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

REPORT OF DIRECTOR FOR COMMUNITIES, HOUSING AND CUSTOMER SERVICES PORTFOLIO: HEALTH, HOUSING & WELLBEING (COUNCILLOR SUSAN ELSMORE)

REPORT OF DIRECTOR FOR COMMUNITIES, HOUSING AND CUSTOMER SERVICES PORTFOLIO: HEALTH, HOUSING & WELLBEING (COUNCILLOR SUSAN ELSMORE) CYNGOR DINAS CAERDYDD CITY OF CARDIFF COUNCIL CABINET MEETING: 10 NOVEMBER 2016 SUSPENDING THE RIGHT TO BUY REPORT OF DIRECTOR FOR COMMUNITIES, HOUSING AND CUSTOMER SERVICES AGENDA ITEM: 5 PORTFOLIO: HEALTH,

More information

ABERTAY HOUSING ASSOCIATION TENANT SATISFACTION SURVEY 2016

ABERTAY HOUSING ASSOCIATION TENANT SATISFACTION SURVEY 2016 ABERTAY HOUSING ASSOCIATION TENANT SATISFACTION SURVEY 2016 Survey Report Report to: Ian Thomson Chief Executive Report by: Veronica Gray Operations Manager July 2016 Contents A. Background B. Aims & Objectives

More information

TENANT PARTICIPATION STRATEGY

TENANT PARTICIPATION STRATEGY TENANT PARTICIPATION STRATEGY 2016-2020 Section Operations Date Policy Approved by Board 16 March 2016 Review Period Annual Review Due 16 March 2017 Version 3.00 Table of Contents... 0 STRATEGY CHANGE

More information

Rent Policy. Approved on: 9 December 2010 Board of Management Consolidated November 2015

Rent Policy. Approved on: 9 December 2010 Board of Management Consolidated November 2015 Rent Policy Approved on: 9 December 2010 Board of Management Consolidated November 2015 BIELD HOUSING ASSOCIATION LIMITED Registered Office: 79 Hopetoun Street, Edinburgh EH7 4QF Scottish Charity No SC006878

More information

Sustaining Tenancies early intervention for rent arrears

Sustaining Tenancies early intervention for rent arrears Glasgow Housing Association www.gha.org.uk Andy Ashcroft Area Director (East) Sustaining Tenancies early intervention for rent arrears Better homes, better better lives lives 7 February 2012 Our Arrears

More information

Educating young people to help them to make successful and informed choices on their first home

Educating young people to help them to make successful and informed choices on their first home Educating young people to help them to make successful and informed choices on their first home An educational resource for 14-16 year olds www.ahomeofyourown.co.uk Comprehensive training resource aimed

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

Measuring the Scottish Social Housing Charter Outcomes. July 2013

Measuring the Scottish Social Housing Charter Outcomes. July 2013 Measuring the Scottish Social Housing Charter Outcomes July 2013 1 Measuring the Scottish Social Housing Charter Outcomes Introduction The Scottish social housing sector is undergoing significant change

More information

December 2017 Website. Lettings Policy (General Needs Housing)

December 2017 Website. Lettings Policy (General Needs Housing) December 2017 Website Lettings Policy (General Needs Housing) 1. Introduction CHS GROUP (CHS) is a charitable Housing Association which has a duty to ensure its homes are allocated to people in housing

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

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

MOLENDINAR PARK HOUSING ASSOCIATION VOID MANAGEMENT POLICY

MOLENDINAR PARK HOUSING ASSOCIATION VOID MANAGEMENT POLICY MOLENDINAR PARK HOUSING ASSOCIATION VOID MANAGEMENT POLICY Date of Review: 18 th August 2015 Date of Next Review: August 2020 1 1. INTRODUCTION 1.1 This document outlines Molendinar Park Housing Association

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

ARDENGLEN HOUSING ASSOCIATION LIMITED VOID MANAGEMENT POLICY

ARDENGLEN HOUSING ASSOCIATION LIMITED VOID MANAGEMENT POLICY ARDENGLEN HOUSING ASSOCIATION LIMITED ---0--- VOID MANAGEMENT POLICY Date Presented to: Housing Services Sub Committee 30/12/12 Date of next Scheduled Review 06/11/15 Date passed by: Housing Services Sub

More information

A message from Gloria, ARK Participation Officer

A message from Gloria, ARK Participation Officer Autumn 2018 Wednesday 19th September was Scottish Housing Day celebrating the impact that housing makes to the lives of people and communities across the country, as well as communicating to people about

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

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

Changes to your SHORT Scottish Secure Tenancy Rights Introduced by the Housing (Scotland) Act 2014

Changes to your SHORT Scottish Secure Tenancy Rights Introduced by the Housing (Scotland) Act 2014 ACHA Putting Our Tenants and Our Communities First Changes to your SHORT Scottish Secure Tenancy Rights Introduced by the Housing (Scotland) Act 2014 This leaflet explains the changes to short Scottish

More information

COMMUNITY STRATEGY REPORT HASTOE PARK, AYLESBURY. 1. Community profile Stock profile Accommodation layout Estate layout

COMMUNITY STRATEGY REPORT HASTOE PARK, AYLESBURY. 1. Community profile Stock profile Accommodation layout Estate layout COMMUNITY STRATEGY REPORT HASTOE PARK, AYLESBURY 1. Community profile Stock profile Accommodation layout Estate layout 2. Resident profile Tenure profile Freehold residents Leasehold residents Hastoe tenants

More information

HS/ Housing Solutions Localism Act 2012 Housing Act 2004 Data Protection Act 1998 Data Protection Policy Inclusion Strategy

HS/ Housing Solutions Localism Act 2012 Housing Act 2004 Data Protection Act 1998 Data Protection Policy Inclusion Strategy Reference: Scope: Legislation: Related Policies: HS/ Housing Solutions Localism Act 2012 Housing Act 2004 Data Protection Act 1998 Data Protection Policy Inclusion Strategy Approved: 16/02/16 Date of next

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

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

Choice Based Lettings Information Guide

Choice Based Lettings Information Guide )PNF'JOEFS Choice Based Lettings Information Guide Providing Quality Homes & Neighbourhoods HOUSING If you need any help communicating with us or understanding any of our documents, please contact us on

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

See inside... for more information

See inside... for more information See inside... for more information Meeting the requirements of the Scottish Social Housing Charter 2017-2018 1 2 FOREWORD BY THE CHAIRPERSON I am delighted to introduce our 28th Annual Report incorporating

More information

ALLOCATIONS & TRANSFERS POLICIES & PROCEDURES

ALLOCATIONS & TRANSFERS POLICIES & PROCEDURES ALLOCATIONS & TRANSFERS POLICIES & PROCEDURES FIRST PRODUCED: 1995 REVIEW DATE: 24 JULY 2002 NEXT REVIEW DATE: JULY 2003 MINOR REVIEW OCTOBER 2005 MINOR REVIEW NOVEMBER 2006 REVIEWED: MARCH 2011 MINOR

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

Milnbank Housing Association MILNBANK HOUSING ASSOCIATION

Milnbank Housing Association MILNBANK HOUSING ASSOCIATION Community Counts Milnbank Housing Association MILNBANK HOUSING ASSOCIATION 1 Contents Chairperson s Report Page 3 2015/16 At a Glance Page 4 Our News Page 6 Team MHA Page 7 Finance Page 8 Factoring Service

More information

Mutual Exchange Policy

Mutual Exchange Policy Mutual Exchange Policy 1. Scope and Purpose 1.1. Clarion Housing wishes to support resident s who need to move to and to provide a level of choice about where they live. This policy sets out Clarion Housing

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

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

Introductory Tenancies Your Questions Answered

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

More information

How are we doing? A report to tenants on the Scottish Housing Charter Drumchapel Housing Co-operative Limited

How are we doing? A report to tenants on the Scottish Housing Charter Drumchapel Housing Co-operative Limited How are we doing? A report to tenants on the Charter 2016-2017 Co-operative Annual Summary by Chair 2016/17 In last year s annual report, we highlighted some big changes that had taken place at the Co-operative

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

Rechargeable Repairs Policy. Page 1 of 9

Rechargeable Repairs Policy. Page 1 of 9 Rechargeable Repairs Policy Page 1 of 9 Contents 1. Purpose and Context 2. Policy Statement 3. Policy 4. Review DOCUMENT MANAGEMENT Approved by: Date of approval: To be read in conjunction with: 1. Corporate

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

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

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

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

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

Estate Management Policy

Estate Management Policy Estate Management Policy SMT Approval Date: 31 October 2016 BoM/Committee: Operational Services Approval Date: 13 May 2017 Implementation Date: Review Date: May 2020 Version: V2 Policy Version Version

More information

Mutual Exchange for Lifetime Tenants

Mutual Exchange for Lifetime Tenants Mutual Exchange for Lifetime Tenants By acting with a business head and social heart, together we achieve our mission to enhance life chances by helping people to fulfil their potential and live better,

More information

Until there s a home for everyone

Until there s a home for everyone Until there s a home for everyone Private Landlord Support Project Laura Fairlie - Dundee, Bryan Powell - Highland Thursday, 1 29 September 16 Improving standards in the PRS A private rented sector that

More information

Community and Tenant Engagement Policy

Community and Tenant Engagement Policy Community and Tenant Engagement Policy Strategic Aim: Through openness and accountability we will ensure that all tenants have the opportunity to be involved in the decisions that affect their homes and

More information

Lodger and sub-letting policy

Lodger and sub-letting policy Lodger and sub-letting policy Date: Author: 1 st July 2015 Sue Wilson for you for your community not for profit TWO RIVERS HOUSING Lodger and Sub-letting Policy 1.0 Introduction 1.1 Two Rivers Housing

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

DATE APPROVED: August 2015 Revision No: 3 Code: HM 11

DATE APPROVED: August 2015 Revision No: 3 Code: HM 11 TOPIC: Anti-Social Behaviour Policy DATE APPROVED: August 2015 Revision No: 3 Code: HM 11 CONTENTS 1. Introduction 2. Equalities and Diversity 3. Access to Policy Information 4. Tenant Involvements and

More information

Welsh Government Housing Policy Regulation

Welsh Government Housing Policy Regulation www.cymru.gov.uk Welsh Government Housing Policy Regulation Regulatory Assessment Report August 2015 Welsh Government Regulatory Assessment The Welsh Ministers have powers under the Housing Act 1996 to

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

Community Empowerment and Renewal Bill A Consultation. Response from the Chartered Institute of Housing Scotland

Community Empowerment and Renewal Bill A Consultation. Response from the Chartered Institute of Housing Scotland Consultation response Community Empowerment and Renewal Bill A Consultation Response from the Chartered Institute of Housing Scotland September 2012 www.cih.org/scotland Introduction The Chartered Institute

More information

Luton Borough Council Housing Landlord Services

Luton Borough Council Housing Landlord Services Luton Borough Council Housing Landlord Services Annual Report to Tenants 2010/11 Contents Click on the section you are interested in below to go straight to the information. Why you should read this report

More information

Home owner handbook. Contents. 1. Our team Leasehold explained Insurance Ground rent, rent and service charges 3

Home owner handbook. Contents. 1. Our team Leasehold explained Insurance Ground rent, rent and service charges 3 Home owner handbook Contents 1. Our team 2 2. Leasehold explained 2 3. Insurance 3 4. Ground rent, rent and service charges 3 5. Paying your rent and service charges 4 6. Information for shared owners

More information

ESTATE MANAGEMENT POLICY

ESTATE MANAGEMENT POLICY ESTATE MANAGEMENT POLICY NC/March.2018/Ref:P21 1 1. INTRODUCTION The aim of the Estate Management Policy is to outline how Milnbank Housing Association (MHA) plans to effectively manage our neighbourhoods.

More information

H 1. Abandonment Houses Policy and Procedures

H 1. Abandonment Houses Policy and Procedures H 1 Abandonment Houses Policy and Procedures Date of Approval Review June 2015 June 2018 1 SCOTTISH SECURE TENANCIES Abandoned Houses procedures: Legal Provisions Legal provisions exist that enable a Scottish

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

REPAIRS & MAINTENANCE POLICY

REPAIRS & MAINTENANCE POLICY REPAIRS & MAINTENANCE POLICY Approved MAY 2006 30 Fassifern Road FORT WILLIAM PH33 6XQ Tel: 01397 702530 Fax: 01397 704141 1.0 Aims and Objectives 1.1 The central aim of Lochaber Housing Association s

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

Hunters Hall Housing Co-op

Hunters Hall Housing Co-op Hunters Hall Housing Co-op 77 Niddrie House Drive Edinburgh EH16 4TR Tel No: 0131 657 3379 contact@huntershall.org.uk HAC 130 & FCA 2271 R (S) Co-operative and Communities Benefits Societies Act 2014 The

More information

Tenants Handbook. Tenants Handbook. Dunbritton Housing Association Limited. Welcome to Dunbritton. Your Tenancy Agreement.

Tenants Handbook. Tenants Handbook. Dunbritton Housing Association Limited. Welcome to Dunbritton. Your Tenancy Agreement. Welcome to Dunbritton Your Tenancy Agreement Rent Charge Repairs and Maintenance Safety & Security Dunbritton Housing Association Limited Tenants Handbook Estate Management Getting Involved Complaints

More information

Annual Performance Report (ARC Report) Serving the Community for over 3 generations 1975 to 2017

Annual Performance Report (ARC Report) Serving the Community for over 3 generations 1975 to 2017 Annual Performance Report (ARC Report) Serving the Community for over 3 generations 1975 to 2017 2 ELDERPARK HOUSING ASSOCIATION ANNUAL PERFORMANCE REPORT 2016 Contents Chairperson s Foreword Chief Executive

More information

Meeting the Homes England Consumer Standards April 2018

Meeting the Homes England Consumer Standards April 2018 Meeting the Homes England Consumer Standards April 2018-1 - Introduction This report explains how we met the Homes England Consmer Standards for social housing in the year 2017/18. Who are Homes England?

More information

Mutual Exchange Policy

Mutual Exchange Policy Mutual Exchange Policy Version 1.7 Date of Last Update: 14/12/15 1 Version Control Note: minor updates increase version number by 0.1, major updates increase version number by 1.0. Version Date of Sections

More information

BUSINESS PLAN Approved by PoLHA Board of Management 27/02/14. Limited Company: SC388989

BUSINESS PLAN Approved by PoLHA Board of Management 27/02/14. Limited Company: SC388989 BUSINESS PLAN 2014-2019 Approved by PoLHA Board of Management 27/02/14 Limited Company: SC388989 Windsor Place Contents 1. Executive Summary p4 2. Mission and Key Aims p5 3. Past, Present and Future p6

More information

LANGSTANE HOUSING ASSOCIATION LTD BUSINESS PLAN REVISED APRIL 2016

LANGSTANE HOUSING ASSOCIATION LTD BUSINESS PLAN REVISED APRIL 2016 LANGSTANE HOUSING ASSOCIATION LTD BUSINESS PLAN 2015 2018 REVISED APRIL 2016 CONTENTS Item Page Executive summary 3 Mission, Vision, Values 4 The Past and the Present 6 Internal Management Structure 9

More information

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

Arbon House, 6 Tournament Court, Edgehill Drive, Warwick CV34 6LG T F Response to Scottish Government s consultation Draft statutory Code of Practice and training requirements for letting agents in Scotland From the Association of Residential Letting Agents November 2015

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

Policy for Managing Shared Ownership

Policy for Managing Shared Ownership Policy for Managing Shared Ownership October 2017 October 2020 www.horizonhousing.org This policy applies to Link Group Link Housing Link Living Link Property Horizon Larkfield West Highland Lintel Trust

More information

Providing quality community housing across Northern Ireland

Providing quality community housing across Northern Ireland HOUSING ASSOCIATION ANNUAL REPORT 2016 2017 Providing quality community housing across Northern Ireland Vision Statement Tenants first and foremost Core Values Listen to, and communicate with tenants,

More information

TENANT STRATEGY PARTICIPATION

TENANT STRATEGY PARTICIPATION 2016-19 TENANT PARTICIPATION STRATEGY ELTRP is fully committed to working in partnership with East Lothian Council to help deliver the Tenant Participation Strategy. The strategy is very important for

More information

TENANTS INFORMATION SERVICE (TIS) WRITTEN SUBMISSION

TENANTS INFORMATION SERVICE (TIS) WRITTEN SUBMISSION TENANTS INFORMATION SERVICE (TIS) WRITTEN SUBMISSION 1.0 Introduction 1.1 The Tenants Information Service (TIS) is the national training, support and advice organisation working with tenants and landlord

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

Our Annual Report and Report on Progress in Relation to the Scottish Social Housing Charter

Our Annual Report and Report on Progress in Relation to the Scottish Social Housing Charter Our Annual Report and Report on Progress in Relation to the Scottish Social Housing Charter. 2015-2016 PAGE 2 Annual Report 2015-16 / Report on progress Annual Report 2015-16 / Report on progress PAGE

More information

Moving Forward Together Our Tenant Participation Strategy Update 2013/14

Moving Forward Together Our Tenant Participation Strategy Update 2013/14 Moving Forward Together Our Tenant Participation Strategy Update 2013/14 Charter Housing Association Local Tenant Participation Strategy Update 2013 1 Introduction In 2013 we conducted a mini review of

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

information sheet Arms Length Management Organisations Tenant Participation Advisory Service

information sheet Arms Length Management Organisations Tenant Participation Advisory Service Tenant Participation Advisory Service information sheet information sheet information sheet information sheet information sheet Arms Length Management Organisations Arms Length Management Organisations

More information

Briefing paper A neighbourhood guide to viability

Briefing paper A neighbourhood guide to viability Briefing paper A neighbourhood guide to viability 2 Introduction Community Led Design and Development is a programme funded by the Department for Communities and Local Government s Tenant Empowerment Programme

More information

Working with residents and communities to tackle ASB

Working with residents and communities to tackle ASB Working with residents and communities to tackle ASB Baseline findings 2011 www.cih.org 1 Introduction Over the last two decades tackling anti-social behaviour (ASB) and its underlying causes has become

More information