Meeting the Homes England Consumer Standards April 2018

Transcription

1 Meeting the Homes England Consumer Standards April

2 Introduction This report explains how we met the Homes England Consmer Standards for social housing in the year 2017/18. Who are Homes England? Homes England took over the role of the Regulator on 1 January 2018 from the Homes and Communities Agency, (HCA). They are a non departmental public body that funds new affordable housing in England. They set the standards that social housing landlords must meet. Landlords managing local authority housing only have a duty to meet the 4 consumer standards What are the Consumer Standards? The 4 consumer standards are: Tenant Involvement and Empowerment Standard - Home Standard Tenancy Standard Neighbourhood and Community Standard How are the Consumer Standards assessed? We complete a self-assessment against the standards and specific requirements once a year. We do this using our range of performance information and customer feedback. This report contains that self assessment which we publish on our website. We also share it with Barnsley Federation of Tenants and Residents. Many of these standards are also included in our thorough performance management framework and so are more routinely assessed. How are the Consumer Standards monitored? They are monitored in four main ways: By our Board when we present our annual self assessment. By Barnsley Council - through our performance management arrangements. By Barnsley Federation of Tenants and Residents when we present our annual self-assessment and throughout the year as they conduct scrutiny of our services. By any customer who wishes to challenge or question the evidence we have included in this summary

3 What happens if the standards are not met? Homes England will only get involved if a failure to meet the standards has caused, or could have caused, serious harm to tenants. For example failing to carry out gas servicing. The local monitoring and scrutiny measures mentioned earlier make sure that we are held to account by tenants and resident living in our homes or on our estates

4 Tenant Involvement and Empowerment Consumer Standard 1. Customer Service, Choice and Complaints The required outcomes from the Regulator on customer service, choice and complaints is that landlords shall: (a) provide choices, information and communication that is appropriate to the diverse needs of their tenants in the delivery of all standards (b) have an approach to complaints that is clear, simple and accessible that ensures that complaints are resolved promptly, politely and fairly. How we do this in Berneslai Homes We have varying ways for customers to access our services in a way and time that suits them. We are lifetime members of the plain English Campaign and we are proud that our communications are clear and easy to understand. Our Customer Excellence Strategy sets out our approach to customer services. Our Your Comments Count process is the way we deal with complaints, comments and compliments. We involve customers in setting standards and reviewing how we handle complaints. Specific expectations There are some specific expectations in respect of this standard which are included in the tables below

5 What s the requirement... How we met it in 2017/18 Self Assessment We have to provide tenants with accessible, relevant and timely information about: how they can access services; We tell tenants how they can use our services when they become a new tenant, on our website, on social media, in our monthly e-newsletter or ad hoc SMS campaigns. We also make it clear where relevant in any letters we send to them. Messages on the main phone line give customers information about how they can resolve their query online. Over the year we ran several campaigns to raise awareness of our e-services. This has resulted in a huge increase in uptake of e-forms. Almost all of our applicants on the register now self serve with only 2.5% receiving support from us. What improvements/changes we re making We re continuing to increase the number of e-forms we have available and we promote them routinely. We are currently reviewing all of our letters relating to the housing register to promote self serve. We will extend this exercise across the company. We continue to review our website content and working with the new web developer to enhance useability further. the standards of housing services they can expect; We have developed a new tenant section on our website and a range of information fact sheets. Our website has lots of information about the standard of service tenants can expect. None Our e-forms have bespoke messages letting people know how long they will be waiting for a response to their enquiry. Our scripts for telephone staff advise customers of the timescales relating to their enquiry. how we are performing against those standards; We publish performance information on our website and this includes the quarterly performance report, local offer monitoring, customer mystery shopping and survey results. We publish an annual report on our website and issue press statements. None Customers can come along to our Board meetings

6 We shared detailed performance with our involved tenants. the service choices available to tenants, including any additional costs that are relevant to specific choices; Our website contains lots of information about how we deliver the service. Our service offer and choices are explained clearly for tenants having improvement works completed. None the progress of any repairs work; We publish the repairs completion timescales on our website and in our repairs leaflets. We let tenants know this when they report repairs over the phone. We no longer send repair receipts. We have a series of letters we send to tenants having programmed woks or Barnsley Homes Standards Works. We are exploring the development of an enhanced repair reporting application which will give customers better information about repairs including a tracking service. how tenants can communicate with us and provide feedback; In 2017/18 we reviewed the planned repairs process including the communications we send to tenants. Our website and range of letters and leaflets tells tenants how they can contact and communicate with us. None The website has an easy to use Contact Us section as well as over 30 e-forms. We provide face to face interpreters for non- English speakers and British Sign Language (BSL) Interpreters for Deaf customers. Our website has Browse aloud which includes language translation, text sizing, background, text highlighting, speech. We have an APP for smart phones We developed a texting service for deaf customers to report repairs

7 tenant responsibilities; and Our tenancy agreement meets plain English standards and has a separate section on tenant responsibilities. We re reviewing our tenancy agreement to reflect changes in legislation. Our arrangements for tenant involvement and scrutiny. Our website and letters also highlights responsibilities. In 2017/18 we reviewed the new tenant information. Our website has a separate Getting Involved section and we have a getting involved e-form. We also have a summary information about Getting Involved and promote this as part of our new tenant sign up process. We have reviewed and are launching our Customer Involvement Agreement in June We provide regular updates on getting involved in our e-bulletin, on social media and on our website. Berneslai Homes will offer a range of ways for tenants to express a complaint and set out clear service standards for responding to complaints, including complaints about performance against the standards, and details of what to do if they are unhappy with the outcome of a complaint. Berneslai Homes will inform tenants how they use complaints to improve their services. Berneslai Homes will publish information about complaints each year, including their number and nature, and the We publish the outcomes of scrutiny through Challenge Berneslai Our Your Comments Count Procedure sets out the various ways customers can make a complaint and the timescales for responding. We have an e-form for complaints and this was well used by customers in 2017/18. Our letters and information always outline clearly what customers can do if they are unhappy with our response. We reported a summary of complaints, performance and service improvements on our website. We met tenants and residents routinely in our Customer Services Review Panel and we involve them in discussions around complaint trends. Performance about complaints is published in summary on our website None None None

8 outcome of the complaints. We monitor all complaints and produce quarterly reports for managers and biannually for our Customer Services Committee. Berneslai Homes will accept complaints made by advocates authorised to act on a tenant s/tenants behalf. We run a complaints service satisfaction survey once every quarter on a percentage of closed complaints. Results from the survey are published on our website and trends used to improve services. We undertake quality audit checks of complaints. Satisfaction is comparable to other landlords. We accept complaints made by advocates and our e-form makes this much easier. None - 8 -

9 2. Involvement and Empowerment The outcome the Regulator expect is that landlords will ensure that tenants are given a wide range of opportunities to influence and be involved in: (a) the formulation of their landlord s housing related policies and strategic priorities; (b) the making of decisions about how housing related services are delivered, including the setting of service standards; (c) the scrutiny of their landlord s performance and the making of recommendations to their landlord about how performance might be improved; (d) the management of their homes, where applicable; (e) the management of repair and maintenance services, such as commissioning and undertaking a range of repair tasks, as agreed with landlords, and the sharing in savings made; and (f) agreeing local offers for service delivery. How we do this in Berneslai Homes We have many different ways for customers to be involved and influence service delivery and these are set out in our Getting Involved leaflet and on our website. They include: Customer Panel Surveys Mystery Shopping Special Interest Groups Estate Walkabouts/Your Community- Your Say Groups/TARAs Open days Your Comments Count We have local offers in place (see below) and an independent process for customers to be involved in scrutinising performance. We review Local Offers once a year Specific expectations There are some specific expectations in respect of this standard which are included in the tables below - 9 -

10 What s the requirement... How we met it in 2017/18 Self Assessment Berneslai Homes will consult with tenants We reviewed Local Offers in March 2018 with on the desirability and scope of local Barnsley Federation of Tenants and Residents and offers for service delivery. This shall published the new ones on our website. include how performance will be monitored, reported to and scrutinised by We had bi annual self assessments and a process tenants and arrangements for reviewing called Challenge Berneslai which is a tenant led these on a periodic basis. scrutiny process. Berneslai Homes will support their tenants to develop and implement opportunities for involvement and empowerment, including by: supporting their tenants to exercise their Right to Manage or otherwise exercise housing management functions, where appropriate: supporting the formation and activities of tenant panels or equivalent groups and responding in a constructive and timely manner to them; the provision of timely and relevant performance information to support effective scrutiny by tenants of their landlord s performance in a form which registered providers seek to agree with their tenants. Such provision must include the publication of an annual report which should include information on repair and maintenance budgets, and providing support to tenants to build their capacity to be more We have agreed the Challenge Berneslai scrutiny process with Barnsley Federation of Tenants and Residents and supported the panels. We have helped set up and train a Tenant Panel with the Federation. We hold a TUT day once a year and offer relevant training and guidance to TARAs by one to one contact. We have a Customer Involvement Agreement which sets out how we involve and support tenants. We support our Federation with a grant of 24,000 per year and have support staff based in their headquarters What improvements/changes we re making

11 effectively involved Berneslai Homes will consult with our tenants, setting out clearly the costs and benefits of relevant options, if they are proposing to change their landlord or when proposing a significant change in their management arrangements. All new initiatives are subject to customer consultation and we have a standard section in our board and committee report template to ensure that this happens. Minutes of these meetings are published on our website. SPRG and Barnsley Federation of Tenants and Residents have a key role to play in consulting on new policies. Our Customer Panel have a role to play on new policies and initiatives. In 2017/18 we involved them in discussions around repairs and our the telephone service offer. Our Federation were involved in a series of service reviews undertaken by BMBC in 2017/18. We will involve tenants as we reshape our face to face and telephone service offer. Berneslai Homes will consult our tenants at least once every three years on the best way of involving tenants in the governance and scrutiny of the organisation s housing management service. They will ensure that any changes to tenant involvement in governance and scrutiny leads to an enhancement of the overall effectiveness of our approach. We consulted customers about the current board set up in 2014 and tenants agreed to change the tenant board member election process to a selection process. We have a process for reviewing board effectiveness. Customers are involved in the recruitment process for our new Chair

12 3. Understanding and responding to the diverse needs of tenants The outcome the Regulator expect is that landlords will: (a) treat all tenants with fairness and respect; and (b) demonstrate that they understand the different needs of their tenants, including in relation to the seven equality strands and tenants with additional support needs How we do this in Berneslai Homes We have an Equality Policy and a senior designated manager who ensures that Berneslai Homes is compliant with all legislation and good practice. We received SHEF accreditation in 2015 but we are not renewing this accreditation due to budgetary issues. We collate data across all equality strands and use this data to help shape services. We collate Connecting People data which highlights customers preferred contact methods and any vulnerability they may have. We conduct equality monitoring in our SEAP programme and other involvement methods. We have an Equality Impact Assessment Programme with rolling reviews of existing processes and all new process/policies having such an assessment before being implemented. We publish a summary of these assessments on our website. All of our board and committee reports have a section on Equality and Diversity. We have an Equality champion on our board. Specific expectations There are some specific expectations in respect of this standard which are included in the tables below

13 What s the requirement... How we met it in 2017/18 Self Assessment Berneslai Homes demonstrates how they We continued with our translation service for face respond to tenants needs in the way they to face and phone translations. provide services and communicate with tenants. We still offer to translate some leaflets on request but always consider value for money. What improvements/changes we re making As we review our face to face, telephone and online service offers we will take into account our customers needs. We sent letters in large print and other formats where requested. We implemented a search and apply service for vulnerable customers on the housing register. Approx 5% of bids received are placed by staff on behalf of our must vulnerable customers. Our website is fully accessible. We met with our deaf customers several times and developed a text service for repairs for deaf customers. We have 24/7 repair reporting via the phone and internet. Our Choice Based Lettings (CBL) service is available 24/7 during the advertisement cycle. Lettings e-forms are available 24/7 every day. We have extended the number of lettings/cbl forms available online during 2017/18 Our Something doesn t look right Vulnerability Protocol is the way we identify issues of vulnerability and was reviewed in 2017/18. Our staff have been trained on the aspects of the strategy. We are partners in the Barnsley LGBT forum who actively support our LGBT customers and staff. Our staff induction programme includes a detailed session on equality and diversity. We send monthly e-bulletins to tenants whose e- mail address we have and this service is being well

14 received by customers. It is enabling us to engage with a wider range of tenants and share information and asks opinions more frequently and in a more targeted way

15 Home Consumer Standard 1. Quality of Accommodation The outcome the Regulator expect is that Landlords shall: (a) ensure that tenants homes meet the standard set out in section five of the Government s Decent Homes Guidance1 and continue to maintain their homes to at least this standard (b) meet the standards of design and quality that applied when the home was built, and were required as a condition of publicly funded financial assistance2, if these standards are higher than the Decent Homes Standard (c) in agreeing a local offer, ensure that it is set at a level not less than these standards and have How we do this in Berneslai Homes All of our homes met the Decent Homes standard by 31st December Our Asset Management Strategy details how we will maintain homes to this standard beyond this date. We publish an annual plan of major improvements which is available to view on our website. We contact all tenants to advise them that if they are included on a programme and we publish a summary of the annual improvement scheme. All of our homes met the Decent Homes standard by 31st December We have a strong track record of delivering excellent major regeneration schemes which are based on detailed area profiling, partnership working and community engagement. In large scale regeneration schemes we work with partners and residents to establish Neighbourhood Boards who oversee the programme we do not have any of these currently. When undertaking area based improvements or regeneration we undertake extensive customer consultation and involvement offering choice events or individual home visits ensuring that customers are treated as individuals and their needs taken into account. We have a range of customer leaflets and website content covering major works

16 Specific expectations There are some specific expectations in respect of this standard which are included in the tables below What s the requirement How we met it in 2017/18 Self- Assessment Berneslai Homes may agree with the This is not relevant as all of our homes met the regulator a period of non-compliance standard by 31st December 2010 and we have with the Decent Homes Standard, plans in place and published for properties where this is reasonable. Berneslai falling out of decency. Homes will ensure our tenants are aware of the reasons for any period of non-compliance, our plan to achieve compliance and then report on progress delivering this plan. What improvements/changes we re making

17 2. Repairs and Maintenance The outcome the Regulator expect is that Landlords shall: (a) provide a cost-effective repairs and maintenance service to homes and communal areas that responds to the needs of, and offers choices to, tenants, and has the objective of completing repairs and improvements right first time (b) meet all applicable statutory requirements that provide for the health and safety of the occupants in their homes How we do this in Berneslai Homes We deliver our repairs and maintenance service through a value for money partnership arrangement -Property Repairs and Improvement Partnership (PRIP) and involves Berneslai Homes, Barnsley MBC and Kier. Kier delivers the repair and maintenance service in 1/3 rd of the borough and our in house Construction Services delivers the service in the rest of the borough. This partnership was established in 2010 after a full tender evaluation which included tenants on the selection panel. PRIP has a very strong governance structure which includes tenants as equal partners. Our repairs and maintenance service is very accessible with customers being able to report repairs in the following ways:- 24/7 to our telephone hotline 24/7 on line for routine repairs and Berneslai Homes App Monday to Friday 9-5 at our Barnsley Customer Service Offices using the free phone facilities We offer 2 hour appointment slots for repairs and gas servicing and this includes the facility for early evening and Saturday morning appointments. We have agreed a right first time definition with our customers and are meeting our targets. We have a repair appointment reminder text service and we are currently analysing its impact. We have a range of information on our website. This includes details of the repairs we will do and those which are the customer responsibility. Our performance for our repairs and maintenance service is in the upper quartile across all measures when compared to other ALMOs. We have an assured process for measuring customer satisfaction with our repairs service and this includes routine surveys for completed repairs, gas servicing, solid fuel servicing and equipment and adaptations. We involve customers in conducting spot checks of empty properties which are ready to let. We also ask all new tenants if their new home meets our standard for empty properties. Customer satisfaction is high with all aspects of our repair and maintenance service. It is clear from feedback from many providers that Boards are already seeking assurance that compliance with all Health and Safety requirements can be evidenced and this is no exception here at Berneslai Homes. Meeting our Health and Safety obligations is the primary responsibility of the Asset Management division and it is important that our Senior Management Team, our Board and our Key Stakeholder have proper oversight of all Health and Safety issues. Contracting out the delivery of our key compliance services does not absolve us of our responsibility to meet the requirements of legislation or standards and therefore at Berneslai Homes we have systems and procedures in place to give assurance of our compliance.compliance forms an integral part of the repairs service that we deliver with key aspects being - Gas Servicing and Maintenance, Asbestos Monitoring and Management, Fire Safety and Risk Assessment, Water Hygiene Monitoring and Management as well as Electrical Safety and Periodic Inspection. All key compliance areas are managed and monitored via our PIMMS Asset Management Database and suitably qualified and competent personnel oversee these key functions to ensure that our tenants live in a safe environment

18 Specific expectations There are some specific expectations in respect of this standard which are included in the tables below What s the requirement How we met it in 2017/18 Self- Assessment Berneslai Homes will ensure a prudent, Our Asset Management Strategy sets out how we planned approach to repairs and ensure a prudent approach to our repairs and maintenance of homes and communal maintenance service. areas. This should demonstrate an appropriate balance of planned and We have clear policies on what repairs we responsive repairs, and value for money. undertake and staff are fully aware of these The approach should include: responsive processes. and cyclical repairs, planned and capital work, work on empty properties, and We have a dedicated Repairs Hotline ensuring adaptations. quality at the first point of contact. What improvements/changes we re making We have a comprehensive range of performance information and targets that are routinely assessed and action taken. Our PRIP partnership ensures that we get a good quality/good price repairs and maintenance service based on right first time principles. Berneslai Homes co-operates with relevant organisations to provide an adaptations service that meets tenants needs. We have bought PIMMS - a new Asset Management IT system and we are developing this to better manage the housing stock/ investment requirements etc. We have a budget for equipment and adaptations and work closely with BMBC and South West Yorkshire Partnership, NHS Foundation Trust to deliver a first class equipment and adaptations service. This process has a current Equality Impact Assessment

19 We have a customer leaflet which explains the process. This is available in all Barnsley Customer Service Offices and on our website. We have a fast track process for minor adaptations which do not require assessments. We are meeting the challenging targets for completing minor and major adaptations. We have very high satisfaction with the equipment and adaptation service. We have a 2 stage appeals process for the adaptation process. The second stage is a panel approach with the decision being made by a panel comprising of 2 board members and a tenant representative

20 Neighbourhood and Community Consumer Standard 1. Neighbourhood Management Landlords shall keep the neighbourhood and communal areas associated with the homes that they own clean and safe. They shall work in partnership with their tenants and other providers and public bodies where it is effective to do so How we do this in Berneslai Homes Berneslai Homes is a key partner in contributing to One Barnsley in achieving its objectives. Berneslai Homes via its Service Level Agreement with BMBC Neighbourhood Services and in partnership with other BMBC Services (including Highways & Engineering and Waste and Recycling) ensures the estates it manages are kept clean and tidy. ASB enforcement is undertaken via the Safer Neighbourhood Service (SNS). The SNS is a partnership between BMBC and SYP that we work in collaboration with to provide an integrated seamless service tackling crime and ASB. Our roles and responsibilities are published on the website and are clearly outlined at the new tenant sign up. Benchmarking undertaken through House Mark. Specific expectations There are some specific expectations in respect of this standard which are included in the tables below

21 What s the requirement How we met it in 2017/18 Self- Assessment Berneslai Homes shall consult with We did not review any policies relating to tenants in developing a published policy neighbourhood management in 2017/18. for maintaining and improving the neighbourhoods associated with their All existing policies are published on our website homes. This applies where the Berneslai and this includes Estate Management Strategy Homes has a responsibility (either Ensuring our Estates Look Right. exclusively or in part) for the condition of that neighbourhood. The policy shall Any new policy development or reviews are include any communal areas associated discussed with customers at our Strategic Policy with Berneslai Homes. Review Group which involved members of Barnsley Tenants Federation. What improvements/changes we re making We are restructuring our housing management teams from 8 to 5 to compliment partnership locality areas. We involved customers in advertised Estate Inspections and Your Community, Your Say which gives an opportunity to Our STAR satisfaction survey shows a high level of satisfaction with Neighbourhood as a place to live, 90% in Tenants sit on our ground maintenance monitoring panel

22 2. Local Area Co-operation Landlords shall co-operate with relevant partners to help promote social, environmental and economic wellbeing in the areas where they own properties How we do this in Berneslai Homes We have a strong partnership working ethos that looks beyond just housing Your Community, Your Say Meetings are partnership meetings Our revised Tenant First service is about looking at all causes and solutions to problems and supporting the most vulnerable customers. Our TARAs foster social and environmental awareness on estates We have Community Centres managed by volunteers offering a range of services CAB Money Advice Worker Active members of the BMBC Financial Inclusion Group We have piloted a Mental Health Project working alongside Community Links to both deliver low level mental health support and help our customers in accessing appropriate support services available. Following the successful pilot this has now been incorporated within our Tenants First Team and is now part of our service offer to our customers. We are One Barnsley Partners We promote the South Yorkshire Credit Union We refer people to floating support schemes Sure Start, Step Ahead Our community facilities in older people s housing schemes have thriving social groups We re active partners in many groups: o LGBT forum o MARAC (Multi Agency Risk Assessment Conference) o MAPPA o Hate and Harassment Partnership including operational casework Specific expectations There are some specific expectations in respect of this standard which are included in the tables below

23 What s the requirement How we met it in 2017/18 Self- Assessment Having taken account of our presence Our website has lots of information about the roles and impact within the areas where we we play. own properties, we shall identify and publish the roles we are able to play We have a comprehensive sign up procedure for within the areas where we have new tenants which makes this clear. properties. Vulnerability Strategy in place Something Doesn t Look Right that was reviewed in 2017/18. What improvements/changes we re making Having taken account of our presence and impact within the areas where we own properties, we shall co-operate with local partnership arrangements and strategic housing functions of Barnsley Council where we are able to assist them in achieving their objectives. Estate Management Strategy Ensuring our Estates Look Right. We are active members borooughwide partnerships and are a key member of the Housing and Energy Board which oversees the delivery of strategic housing prioirties. We have reviewed our property management service for ensuring private landlord properties are brought into use and well managed. Our approach to regeneration of our estates is cross tenure and we develop master plans and blueprints for an estate as a whole taking a joint approach with BMBC

24 3. Anti-social Behaviour Landlords shall work in partnership with other agencies to prevent and tackle anti-social behaviour in the neighbourhoods where they own homes How we do this in Berneslai Homes Comprehensive ASB Policy and Procedure in place reviewed 2010.This has been reviewed again following the introduction of new legislative ASB tools and powers in Comprehensive Introductory Tenancy Policy and Procedure in place that was reviewed in 2014 following changes to structures in the BMBC Enforcement Service. Vulnerability Protocol in place Something Doesn t Look Right that was reviewed in 2017/18. Estate Management Strategy in place Ensuring our Estates Look Right. Annual Report. Safer Neighbourhood Service Annual Report. Comprehensive sign up procedure reinforces tenants responsibilities and rights. Through refocusing of Housing Management Officers roles ensures consistency in place in dealing with ASB cases. Comprehensive witness and victim support protocols in place. Specific expectations There are some specific expectations in respect of this standard which are included in the tables below

25 What s the requirement How we met it in 2017/18 Self- Assessment Berneslai Homes shall publish a policy on ASB Policy review completed in 2017/18. how they work with relevant partners to prevent and tackle anti-social behaviour (ASB) in areas where they own properties. We will make tenants aware of their Our tenancy agreement was reviewed in 2012/13 responsibilities and rights in relation to and all tenants received a copy. This clearly sets ASB. out all rights and responsibilities. What improvements/changes we re making Procedure reviews linked into Service Review outcomes to be completed in 18/19. We visit all new tenants within 28 days and make sure they understand the agreement. We have a range of leaflets available regarding ASB. We have target times for responding to ASB. When we deal with ASB we set out clearly what we need the perpetrators or the victims to do. We have an ASB policy that was updated in 2017/18. Berneslai Homes will have strong leadership, commitment and accountability on preventing and tackling ASB that reflects a shared understanding of responsibilities with other local agencies. All our information is available online. We have a partnership approach in tackling ASB and work closely with the Safer Neighbourhood Service involving South Yorkshire Police. We have eight specialist ASB focused Housing Management Officers who are tasked directly by the Safer Neighbourhood Service. Our 8 Housing Management Team Leaders meet with community representatives through Your Community, Your Say Meetings and estate walkabouts and are directly accountable at a local level. We re low cost/high performing in this area when

26 We will have a strong focus on preventative measures tailored towards the needs of tenants and their families. We will take a prompt, appropriate and decisive action to deal with ASB before it escalates, which focuses on resolving the problem having regard to the full range of tools and legal powers available. compared to our Housemark peer group. We have a strong track record of preventing issues and supporting tenants and this year we have brought together the Family Intervention Services, the tenant support team and our Mental Health Project into a new team Tenant First. Our Vulnerability Protocol Something Doesn t Look Right that was reviewed in 2017/18 and our Estate Management Strategy Ensuring our Estates Look Right both ensure prevention is a primary aim. Our Estate Walkabouts identify issues and we have specialist Housing Management Officer roles focusing on prevention and support.. Partnership working with Safer Neighbourhood Service ensures we have clear structures in place including Barnsley Council and South Yorkshire Police. Support assessment process at tenancy start up identifies tenants needing support and completed for existing tenants where support needs are identified. Special assessment process for applicants identifies at point of application where tenants need support to maintain a tenancy. We developed a new furnished tenancy scheme aimed at helping the most vulnerable furnish their homes at a reasonable cost. Our ASB policy and procedure outlines all methods of tackling and preventing ASB which includes Antisocial Behaviour Contracts, Mediation, Injunctions, and Notices, Community Triggers and FIS referrals. We have target times for responding to ASB Ensure our Tenant First service is well publicised and enveloped throughout the year. Review our Furnished tenancy scheme The STAR Survey highlighted that a number of residents were dissatisfied with how their ASB was handled. Following on from this we are developing a survey to collate ASB Satisfaction information along with identifying any areas for potential improvement.

27 We have regular local tasking meetings between Berneslai Homes and Safer Neighbourhood Service. ASB is picked up as a standard item at local Your Community, Your Say groups. We will make sure all tenants and residents can easily report ASB, are kept informed about the status of their case where responsibility rests with the organisation and are appropriately signposted where it does not. Berneslai Homes will provide support to victims and witnesses. Our 2017 STAR Survey told us that serious ASB wasn t the top issue on estates. This supports our approach in tackling ASB. Our general enquiry line is open Monday to Friday 8am until 8 pm and Saturday 8am until 1pm and the police non-emergency number 101 is available 24/7. People can report ASB at our local Barnsley Customer Services Office and on line. We offer support to victims and witnesses and have a protocol for dealing with victims and witnesses. We have access to a specialist victim support officer who works with our partners at the Safer Neighbourhood Service

28 Tenancy Consumer Standard 1. Allocations and Mutual Exchange The outcome the Regulator expects is that Landlords 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 tenants. They shall demonstrate how their lettings: (a) make the best use of available housing (b) are compatible with the purpose of the housing (c) contribute to local authorities strategic housing function and sustainable communities There should be clear application, decision-making and appeals processes Landlords shall enable their tenants to gain access to opportunities to exchange their tenancy with that of another tenant, by way of internet-based mutual exchange services. How we do this in Berneslai Homes We operate Barnsley Council s lettings policy which ensures that housing need is assessed fairly and accommodation allocated in accordance with legislation and to meet local needs. All information relating to rehousing is available online including details of available properties and lettings made (anonymous). We work closely with BMBC Housing Solutions Team to prevent and address homelessness in the borough. We produce regular and detailed performance and housing needs data. We produce an annual housing needs report which assists BMBC and Berneslai Homes assess supply and demand issues and work with the council to influence new build and redevelopment schemes. We have a two stage appeal process for housing applicants unhappy about any decision we take about their housing application. We provide a free mutual exchange matching service for Barnsley Council tenants through the national House exchange scheme We operate the councils Housing Association nomination scheme to ensure we maximise the choice of accommodation available to our customers The annual Rents/Allocations internal audit by the council gave substantial assurance

29 Specific expectations There are some specific expectations in respect of this standard which are included in the tables below What s the requirement How we met it in 2017/18 Self- Assessment Berneslai Homes shall co-operate with The lettings policy and our procedures support a Barnsley Councils strategic housing fully choice based lettings scheme, compatible with function, and their duties to meet industry standard good practice guidance. identified local housing needs. This includes assistance with Barnsley Berneslai Homes co-operate with the council s Councils homelessness duties, and strategic housing function and their duties to meet through meeting obligations in identified local needs and liaises with the council to nominations agreements. discuss demand issues prior to new housing developments being planned. What improvements/changes we re making We will implement the changes to the lettings policy when agreed by the council to ensure it is compliant with the Homelessness Reduction Act 2017 and any other lergislative changes. Berneslai Homes manage the council s Housing Association nomination agreement which has seen year on year improved performance since Berneslai Homes assumed the role. Housing Association nomination performance forms part of the Quarterly Performance report which is presented to the Council and to Barnsleys Tenants and Residents Federation. Nomination performance remains good across all Registered Providers. Berneslai Homes regularly liaise with managers and staff from the Council s Housing Solutions Service to discuss homelessness issues. We assist the council in achieving is legal responsibilities towards homeless and potentially homeless households The lettings policy acknowledges homelessness issues and awards appropriate priority in

30 accordance with the published Lettings Policy (to be reviewed to reflect The Homelessness Reduction Act 2017). Berneslai Homes shall develop and deliver services to address underoccupation and overcrowding in their homes, within the resources available to them. These services should be focused on the needs of their tenants, and will offer choices to them. We work with the Council s Childrens/Leaving Care services to help satisfy the corporate parenting responsibility to looked after young people. We have provided 3 homes for use by Future Directions (councils care leaver service) as starter homes for young care leavers. The lettings Policy allows for the highest priority to be awarded for young people leaving the local authorities care. The lettings policy for a number of years has identified under occupation and overcrowding as reasonable preference categories, awarding applicants priority commensurate with their circumstances. Our weekly property advertisement offers the widest choice of rented accommodation by including housing association and private rented homes in addition to council owned homes. Customers affected by the Under Occupation charges are given every assistance via the Lettings Policy, to move to accommodation that will reduce the financial burden on an individual. We monitor and report, as part of the companies Monthly Performance Management Framework, on the number of under occupying tenants who have applied to move and those who have secured a move to smaller homes. We offer a free mutual exchange matching service to our tenants including those under occupying/ overcrowded (House Exchange). The number of tenants registered on House exchange are reported as part of our monthly Performance Management framework. We highlight difficult to let homes to lower priority housing applicants to improve the chances of

31 Our published policies shall include how we have made use of common housing registers, common allocations policies and local letting policies. We shall clearly set out, and be able to give reasons for, the criteria we use for excluding actual and potential tenants from consideration for allocations, mobility or mutual exchange schemes. Berneslai Homes shall develop and deliver allocations processes in a way which supports their effective use by the full range of actual and potential tenants, including those with support needs, those who do not speak English as a first language and others who have difficulties rehousing. Existing lettings policy does allow for the introduction of local lettings policies, however, up to recently, the overall lettings policy has been sufficiently robust to make local lettings policies unnecessary. In a small number of cases involving specific property types in small geographical areas we have developed Sensitive Lettings Plans. Details of these are published on Berneslai Homes website. The Lettings Policy does include a section about the exclusion policy which is not a blanket policy and treats every case individually in accordance with their circumstances. Customers are able to challenge any decision to exclude or suspend an application through the comprehensive 2 stage housing register appeals process. Stage 2 appeals are determined by The Appeals Panel which includes Tenant Representation. Although the main tenancy offer remains an Introductory followed by a Secure Tenancy, the council s Tenancy Policy allows for the use of Flexible Tenancies.2 Year Flexible Tenancies are use in a small number of case for applicants that pose a risk of tenancy failure and who might have previously been excluded from the Housing Register. 5 year Flexible tenancies are used for large or significantly adapted homes to ensure best use of the councils more specialised housing stock. Flexible Tenancies have been used since 1st April During 2017/18 we let 73 Flexible Tenancies (65 2 Year Flexible Tenancies and 8 5 year Flexible Tenancies) out of 1479 homes relet. The lettings policy has been fully equality impact assessed across all equality streams. We offer one to one support to vulnerable applicants who might otherwise be disadvantaged by a choice based lettings system. Staff assists customers through the application and bidding Suspension/ Exclusion policy reviewed as part of the overall review of the Lettings policy We will need to review the Tenancy Strategy/ Tenancy Policy in 2018 and when the government publish statutory guidance on Fixed Term Secure tenancies as part of the Housing & Planning Act 2016 The revised policy will be subject to an Equality assessment when agreed.

32 with written English. processes with The Search & Apply service.. Sign language and interpreting services are available to customers who might otherwise have difficulties accessing the service. We utilise a special assessment process for vulnerable customers, ensuring where necessary, support is available at commencement of any new tenancy. The special assessment process is designed to identify support needs and ensure that support is in place to ensure that any tenancy offered has the best chance of being a success. We work with support agencies and our own Tenants First Support Services to assist vulnerable customers meet their housing needs. Computer links to our weekly property advertisement is proactively distributed to support agencies - Social services, Probation, Mental Health services etc. to ensure that vulnerable customers are not prejudiced when utilising our choice based lettings service. We circulate copies of our weekly vacancy list to over 3000 applicants who have supplied an address. We monitor new housing applications received, bids received and allocations made against equality strands to ensure equality of opportunity. These are reported and monitored as part of the companies Monthly Performance Management arrangements Berneslai Homes shall minimise the time that properties are empty between each letting. When doing this, we shall take into account the circumstances of our Our main standard letters and forms are either Plain English checked or have recently reviewed by a panel of customers. The time vacant homes are void is monitored through the Performance Management Framework at a Strategic level and on a fortnightly basis at an operational level. Quarterly Void Blitz meetings

33 tenants who have been offered the properties. Berneslai Homes shall record all lettings and sales as required by the Continuous Recording of Lettings (CORE) system. Berneslai Homes shall provide tenants wishing to move with access to clear and relevant advice about their housing options. are held between service managers and the Senior Management Team. Recorded on Northgate housing management system. Berneslai Homes website provides clear and relevant advice about the housing register and other housing options including Housing Association and private rented homes as well as information regarding low cost home ownership schemes. The Berneslai Homes website has recently been reviewed to make it easier for customers to access our lettings services online. This has resulted in an increase in the number of online forms received across the lettings service. We monitor and report on the number of online forms received as part of our Monthly Performance Management Framework. Berneslai Homes weekly online property advertisement contains housing options in addition to local authority owned accommodation including Privately owned (managed by Berneslai Homes) and Housing Association homes. We have developed and continue to develop a comprehensive range of online forms for customers use. This has seen an increase in the use of online forms/ services compared to traditional methods of accessing service The main online lettings forms have been reviewed We have a comprehensive selection of literature available for customers at customer access points throughout the borough. All Berneslai Homes allocation forms and advisory leaflets satisfy the requirements of the plain English campaign and are customer checked and approved by our customers. We are partners in the national House Exchange matching service with over 454 existing Barnsley

34 council tenants registered with this service (As at 1st April 2018). Details about the mutual exchange service regularly feature in our Berneslai Bulletin..Existing BMBC Council tenants seeking to join the waiting list are advised about the House Exchange Mutual Exchange matching service. Berneslai Homes shall subscribe to an internet based mutual exchange service (or pay the subscriptions of individual tenants who wish to exchange), allowing: a tenant to register an interest in arranging a mutual exchange through the mutual exchange service without payment of a fee the tenant to enter their current property details and the tenant s requirements for the mutual exchange property they hope to obtain the tenant to be provided with the property details of those properties where a match occurs. Berneslai Homes shall ensure the provider of the internet based mutual exchange service to which they subscribe is a signatory to an agreement, such as HomeSwap Direct, under which tenants can access matches across all (or the greatest practicable number of) internet based mutual exchange services. Berneslai Homes shall take reasonable steps to publicise the availability of any mutual exchange service(s) to which it subscribes to its tenants. We subscribe to the national House Exchange mutual exchange matching service. House Exchange is a member of the HomeSwap Direct service and provides all Barnsley Council tenants with the opportunity to advertise for a mutual exchange and obtain details of any potential swaps free of charge. Our website and customer literature/ periodic newsletters give full details of the mutual exchange scheme. As at 1 st April 2018 we had 454 tenants registered on the House Exchange Scheme. During 2017/ tenants moved by way of a mutual exchange. The House Exchange service, our internet based mutual exchange facilitating service, is a signatory to the national HomeSwap Direct scheme. We continue to promote the scheme as an option for existing tenants looking to move homes. Details on the House Exchange scheme are available on the company website. In addition, details are given to all Barnsley council tenants looking to transfer at the time they are registered on the waiting list. We regularly advertise House exchange in our Berneslai Bulletin newsletter Staff routinely highlight House Exchange to individual customers as a housing option when

35 dealing with enquiries. Berneslai Homes shall provide reasonable support in using the service to tenants who do not have access to the internet. Customers without internet access are given support to register on the waiting list and by bidding through our Search & Apply service. We monitor online activity to ensure vulnerable customers can access the improved online offer

36 2. Tenure The Regultaor expect that Berneslai Homes will offer tenancies or terms of occupation which are compatible with the purpose of the accommodation, the needs of individual households, the sustainability of the community, and the efficient use of their housing stock We must also meet all applicable statutory and legal requirements in relation to the form and use of tenancy agreements or terms of occupation How we do this in Berneslai Homes Our tenancies are primarily secure and introductory and comply fully with the requirements of the Housing Act 1985 and Housing Act We have introduced Flexible tenancies for a minority of new tenants in accordance with the Council House tenancy Policy as per The Localism Act Specific expectations There are some specific expectations in respect of this standard which are included in the tables below What s the requirement How we met it in 2017/18 Self- Assessment Berneslai Homes shall publish clear and Our policies are: accessible policies which outline their approach to tenancy management, Tenancy Agreement and Your Tenancy Leaflet. including interventions to sustain tenancies and prevent unnecessary Vulnerability Protocol Something Doesn t Look evictions, and tackling tenancy fraud, and Right that was reviewed in 2017/18. set out: The type of tenancies they will Estate Management Strategy Ensuring our grant. Estates Look Right. Where they grant tenancies for a fixed term, the length of those terms. The circumstances in which they will grant tenancies of a particular type. Any exceptional circumstances in which they will grant fixed term tenancies for a term of less than Anti-Social Behaviour Policy that was updated in 2017/18. Introductory Tenancy Policy. Tenancy Strategy/ Tenancy Policy. Protocol for Dealing with RTB Properties What improvements/changes we re making Procedure reviews inked into Service Review to be completed in 2018/19. Tenancy Strategy and Tenancy Policy to be reviewed when Government announce its intention re the future of lifetime secure tenancies as part of the