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Ask a question There are 186 articles in total listed in this section

First week rent in advance

  • We are currently investigating the feasibility of requesting the first week's rent in advance at the time of sign up and I am aware a number of organisations adopt this policy.

    I am interested to know how this policy is applied to cases who may be in entitled to Housing Benefit and what percentage of new tenants actually pay this rent in advance? Does this policy affect your relet times?

    02-12-08
    (Alan McEvoy, Liverpool Housing Trust, amcevoy@lht.co.uk, 01928 7047 30)      Alan McEvoy  Answers (0)

Changing to variable service charges

  • After a lot of deliberation, we have agreed to move from fixed to variable service charges. We believe this will make us more open and accountable to our residents and put a real focus on delivering value for money services.

    I know the process can be slow and painful, but I would very much like to hear from others who have recently gone down this route. I'd be interested in sharing project plans, consultation with residents, and crucially IT systems.

    01-12-08
    (Nicola Macbride, Peabody Trust, nicola.macbride@peabody.org.uk, 0207 021 4389)      Nicola Macbride  Answers (0)

Fire stay put policies

  • I am about to review where we have fire stay put policies in sheltered and supported housing. I'd be interested to hear whether other organisations use stay put policies in sheltered/supported housing. If so, were the local fire brigade happy with a stay put policy? If anyone is willing to share a copy of their stay put policy, I would be most grateful.

    Thank you.

    27-11-08
    (Charlotte Brace, Knightstone Housing Association, charlotte.brace@knightstone.co.uk, 01934 524429)      Charlotte Brace  Answers (0)

Gas safety as an additional breach to possession proceedings

  • 1 Has anyone applied to court to have gas safety breaches as an additional ground for possession to already existing breaches? For instance, adding it to rent arrears. ASB possession proceedings.

    2 If you did, was it added on the basis of breach of tenancy agreement or causing nuisance due to risk presented to other people OR others ? Ie, neighbours and visitors.

    If there is anyone who has done the above, please would you share information with us?

    26-11-08
    (Paul Msatida, Knowsley Housing Trust, paul.msatida@k-h-t.org, 0151 290 7057)      Paul Msatida  Answers (0)

Rents and disabled adaptations

  • For local authority members - does your organisation increase rents on council dwellings following major adaptations that increase bed-size, eg, loft extensions? How do you do this given rent restructuring and capping etc?

    25-11-08
    (Norman Brewerton, Mid Devon District Council, nbrewerton@middevon.gov.uk, 01884 234234)      Norman Brewerton  Answers (0)

RSL funded DFGs

  • Could members share their experiences of RSL funded disabled adaptations? Do RSLs in your area set a budget, take on all minor adaptions, fund them in some other way or make no contribution?
    (Kate Winstanley, Cherwell District Council, kate.winstanley@cherwell-dc.gov.uk, 01295 221648)      Kate Winstanley  Answers (0)

Health and safety best value review

  • We are about to commence a best value review of health and safety within the organisation and are wondering if anybody has recently been through this process and can offer any useful advice?

    Many thanks.

    20-11-08
    (Paula Worswick, Bedfordshire Pilgrims Housing Association, paulaw@bpha.org.uk, 01234 791052)      Paula Worswick  Answers (0)

Allocations

  • I am looking to discover best practice amongst the peer group on the question of overhead allocation. We are a retained stock authority with General Fund and HRA activities to which overheads are to be attributed.

    If any Network member believes that they have a definitive, tried and tested approach I would appreciate some advice.

    Many thanks.

    17-11-08
    (Paul Craddock, Bristol City Council, paul.craddock@bristol.gov.uk, 0117 3525434)      Paul Craddock  Answers (0)

Housing policies on specialist housing

  • We are looking at our existing planning policies and reviewing what we currently have and what we would like to include. Does anyone have any planning policies around the provision of specialist housing, eg, extra care type schemes, nursing homes, schemes for people with learning disabilities etc?

    Additionally on such schemes do you still ask for a percentage of these homes to be affordable or ask for a commuted sum?

    13-11-08
    (Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)      Nicola Levett  Answers (0)

What tenure for sheltered?

  • We currently give starter/introductory tenancies to our sheltered tenants, but we are about to review whether to revert back to assured tenancies. Has anyone carried out a similar review, and is willing to share your findings? I would also be interested to know what tenancy type other orgs use for their sheltered stock.

    Thank you
    (Charlotte Brace, Knightstone Housing Association, charlotte.brace@knightstone.co.uk, 01934 524429)      Charlotte Brace  Answers (0)

ASB service cost benchmarking

  • Can anyone please provide the annual cost to their organisation of providing an Anti-social Behaviour service? How many properties do you manage and what is your current status please?
    (samantha webster, Hull City Council, sam.webster@hullcc.gov.uk, 01482 614208)      samantha webster  Answers (0)

Reclaiming capital works costs on RTB properties

  • We are currently trying to establish a clear policy on which capital works costs will be reclaimed on Right to Buy properties. Does anyone have a policy that they are willing to share or has anyone tried to reclaim costs relating to communal works?

    Thanks
    (Rachael Renton, Kirklees Neighbourhood Housing, Rachael.Renton@knh.org.uk, 01484 416618)      Rachael Renton  Answers (0)

Window cleaning contracts

  • We are an ALMO and I am currently looking at the provision of a window cleaning service for Lewisham Homes' flats. This will incorporate service charges to tenants and leaseholders and tendering.

    Is it possible for any of the ALMOs or HAs to send me information relating to any reviews they carried out, including how service charges were collected, resident consultation, any issues related to tendering and any other relevant information?

    Many thanks
    (Simon Eversley, Lewisham Homes, simon.eversley@lewishamhomes.org.uk, 020-8314 9059)      Simon Eversley  Answers (0)

BT reconnections

  • We are having a problem with BT and other communications providers when we do Decent Homes door and window replacements. BT are insisting for a fee (£175) to re-connect, does any one else have this problem and have you asked BT to compensate you for the damge to your property?
    (Robert Weyman, Phoenix Community Housing, robert.weyman@phoenixch.org.uk, 0208 461 3005)      Robert Weyman  Answers (0)

Cost of stock condition surveys

  • Are there any organisations that collect Stock Condition, EPC, HHSRS, HRA and NROSH information in one survey visit and if so how many surveys would they expect a surveyor to do in a day (a day being 7hrs 30mins). What would be the cost of the survey including all IT support and overheads?

    We are submitting a business case which will compare my costs for carrying out a survey against external surveyors. I would be more than happy to share information with others on this.

    Our intention is to collect as much data as possible this will include but not be limited to Stock Condition, EPC, HHSRS, HRA AND NROSH.

    Many thanks Chris
    (Chris Lake, Sheffield Homes, chris.lake@sheffieldhomes.org.uk, 0114 2735593)      Chris Lake  Answers (0)

Gas non-access forced entry

  • It has been suggested that a number of associations following the legal process have used forced access, accompanied by the police, to properties to carry out gas servicing/safety check to properties that are over due? Can anyone share their experiences and if forced entry is used, how is it obtained?

    22-10-2008
    (John Dyson, Kingfisher Housing Association, john.dyson@whp.org.uk, 01256 302358)      John Dyson  Answers (0)

ASB Impact KPI's

  • Would anyone be able to tell me what ASB KPI's they use to measure how the work that they do impacts positively on the tenants. For example, how ABC's may reduce ASB or how certain interventions may reduce fear of crime, etc.

    17-10-08
    (Juliette Milton, Vale of Aylesbury Housing, juliette.milton@vaht.co.uk, 01296 732673)      Juliette Milton  Answers (0)

Daily Periodic Tenancies

  • Has anybody (local authority or RSL) implemented daily periodic tenancies where the commencement of tenancies are on days other than a Monday? This is being considered as part of a voids performance improvement plan and any experience or impact of such an initiative will be welcomed.
    (Martin Ashpole, Ipswich Borough Council, martin.ashpole@ipswich.gov.uk, 01473 433143)      Martin Ashpole  Answers (0)

Grants to under-occupiers

  • As part of our effort to make full use of the social housing stock we are considering match-funding payments by HAs to under-occupiers who are willing to move to smaller accommodation.

    We would like to regard this as part of the investment programme – making larger units available to meet housing need. Does anyone have experience of treating such payments as capital expenditure rather than as a revenue grant?

    07-10-08
    (Jim Pollard, Bedford Borough Council, JPollard@bedford.gov.uk, 01234 221653)      Jim Pollard  Answers (0)

Policy regarding tenants who are charged with or convicted of drug dealing

  • Our council are looking to review our policy regarding tenants who are charged with or convicted of drug dealing. Have any members looked at this issue?

    Areas I would like assistance on are -

    · Has anyone taken tenancy action when a tenant has been charged (as opposed to being found guilty) of drug dealing, and what issues have they faced?

    · Has anyone taken tenancy action against a dealer whose dealing was away from the tenancy?

    · If a household member, not the tenant, is the offender, what action has been taken in respect of the tenancy?

    · If action is taken against the tenancy, would the family of the tenant guilty of dealing be rehoused (ie, would they be intentionally homeless)?

    · If the family was rehoused, would there be any way of preventing the dealer moving back in with his family at a later date?

    If anyone has an existing policy I would be pleased to have a copy.

    07-10-08
    (Raymond Albeson, Midlothian Council, Raymond.Albeson@midlothian.gov.uk, )      Raymond Albeson  Answers (0)

Leaseholder service charge and rechargeable repair collection rates

  • I am trying to find out what targets, if any, other RSLs have set for the collection of (a) rechargeable repairs and (b) leaseholder service charges.

    Do your organisations set targets for these and if so, what are they, please?

    Many thanks

    Catherine Bailey

    08-10-2008

    ___________________________
    Performance Manager
    Broxbourne Housing Association
    Tel: 01992 453 779
    (Catherine Bailey, Broxbourne Housing Association, catherine.bailey@broxbourneha.org.uk, 01992 453 779)      Catherine Bailey  Answers (0)

Contracting out homelessness and housing needs function

  • Please would you let me know of any local authorities that have outsourced the homelessness and housing needs functions. Welwyn Hatfield Council may be going down the Housing Trust route next year and will probably be outsourcing these functions. We would like to discuss with authorities that are doing this already.

    Many thanks

    Diane Hillyer
    Housing Policy Officer
    Welwyn Hatfield Borough Council
    (Diane Hillyer, Welwyn Hatfield Council, d.hillyer@welhat.gov.uk, 01707 357774)      Diane Hillyer  Answers (0)

Performance management

  • We are looking to improve our performance management approach and systems. Do you have any examples of good practice you could share?

    Thank you.
    (Rosalind Brooke, Somer Community Housing Trust, ros_brooke@somer.org.uk, 01225 366022)      Rosalind Brooke  Answers (0)

Abandoned jobs

  • At SCH we are looking at rationalising the volume of abandoned jobs carried out by both client and contractor elements. I will ask HQN members to spare a couple of minutes to answer the questions below:

    1. Number of jobs raised (07-08)

    2. Number of jobs completed (07-08)

    3. Number of abandoned jobs (07-08)

    4. Current work in progress (07-08)

    *Note: This is applicable to both batched and planned approach to responsive maintenance.

    Reporting period 01.04.07 to 31.03.08

    All data provided will be treated in the strictest confidence. We will be happy to share our findings with participants.

    Regards
    (Amar Joshi, Solihull Community Housing, ajoshi@solihullcommunityhousing.org.uk, 0121 717 1634)      Amar Joshi  Answers (0)

Service charges

  • We are currently undertaking a review of our service charge policy for tenants. We would like to hear from any members who would be willing to share advice, polices or procedures on the subject.

    Specific issues that we are addressing are;
    involving residents in the review how we move to the new charging regime without implementing unreasonable rises in charges for residents and whether members are using fixed or variable service charges for tenants.

    I look forward to hearing form you and thank you for taking the time to respond.
    (Alan Moorhouse, Festival Housing Group, amoorhouse@festivalhousing.org, 01905 823117)      Alan Moorhouse  Answers (0)

Standard letters

  • St. Leger Homes has an in house group that looks at letters and forms that are sent out to customers, these are checked by our tenants' reading group also. These are then set up on a shared server but are protected so no amendments are made to the contents, but there are fields for titles/dates, etc, to be inserted. However staff are still writing their own letters, some are not to the approved standard. We are interested if other organisations use this type of system and if so how you monitor whether staff are using the approved letters.

    Kay
    (Kay Cottam, St Leger Homes of Doncaster, kay.cottam@stlegerhomes.co.uk, 01302 862730)      Kay Cottam  Answers (0)

Lone working policy review

  • Would any organisation be willing to share any policy/procedure on lone working. We are undertaking a review of our existing policy/procedure and would welcome any information from other organisations.

    Many thanks
    (Michael Lydon, Poole Housing Partnership, m.lydon@poole.gov.uk, 01202 264475)      Michael Lydon  Answers (1)

Contact centre PIs

  • We are developing our customer services/call handling provision and need to compare key PIs with HAs who operate a contact centre type service.

    We are interested in which PI's are in place to capture trends and performance, etc.

    Examples of reports ran from your call handling system would be fantastic.

    Many thanks
    (James Walsh, Mercian Housing Association, jwalsh@mercian.org.uk, 01213227404)      James Walsh  Answers (0)

Removal of pets

  • Please could you let me know what arrangements you have for when your organisation has to revoke a tenants' right to keep a pet and enforce removal? For example, do you keep the pet for a period of time? Who pays for kennelling? And if the pet cannot be re-homed, who pays for it to be destroyed?

    Thanks
    (David Pipe, Stevenage Homes, david.pipe@stevenagehomes.org.uk, 01438242280)      David Pipe  Answers (0)

Housing policies and procedures

  • We are looking to update and in some cases write housing policies and procedures. This is to be done across all housing services, including private housing, housing management, housing development and homelessness.

    I would be very grateful to hear from any local authorities that have recently done such work and who would be willing to share this with us.

    11-09-08
    (Nicola Jane Levett, Wealden District Council, nicola.levett@wealden.gov.uk, 01323 443384)      Nicola Jane Levett  Answers (0)

Tenants magazine

  • The City of York Council is looking to review/redesign it's current quarterly tenants magazine despite having a high readership level.

    Have any other organisations reviewed there magazine and if so would they like to share where things worked or did not work and how they found out what tenants wanted?

    How do housing providers balance feeding back performance results without effecting readership levels?
    (joanne whitehouse, City of York Council, joanne.whitehouse@york.gov.uk, 01904 554101)      joanne whitehouse  Answers (0)

Neighbourhood working

  • We are looking at developing our neighbourhood strategy so that we can deliver our housing service more effectively using a neighbourhood approach. If anyone has experience of this way of working that they could share with us please get in touch.

    Thanks
    (Ann Beatty, SPH Housing, Ann.Beatty@sph.org.uk, 020 7209 9220)      Ann Beatty  Answers (0)

Code of Practice or Management System

  • Does any HA have or would be willing to share their Code of Practice (or Management System) for utilities carrying out work in high rise/low rise blocks of flats?

    Many thanks for your help in advance.

    27-08-08
    (Greg Lakin, Solihull Community Housing, glakin@solihullcommunityhousing.org.uk, 0121 7171627)      Greg Lakin  Answers (0)

Equality and diversity issues

  • 1. Dover DC is reviewing the housing strategies that will address the needs of different vulnerable groups. Work on our older persons and youth homelessness strategies are at an advanced stage, and we are considering the need for BME, disabled persons and vulnerable persons housing strategies. I would be grateful for any examples of best practice.

    2. BV 164 required the authority to follow the Commission for Racial Equality's code of practice in Rented Housing and the Good Practice Standards for Social Landlords on Tackling Harassment included in 'Tackling Racial Harassment: Code of Practice for Social Landlords'. In 2006, the two codes were incorporated into the code of practice on Racial Equality in Housing - is any guidance available on how to meet this new code of practice?

    3. Has anyone recently carried out any work on profiling their customer base and does anyone have any examples that are recognised as good practice by the Audit Commission?

    27-08-08
    (Andrew Baker, Dover District Council, andrew.baker@dover.gov.uk, 01304 872223)      Andrew Baker  Answers (1)

Audit of properties

  • We are preparing to complete an audit of all of our properties, which will identify a wide range of information about the properties and their occupants such as adaptations, alterations, condition of property, tenancy information updates, underoccupation, overcrowding, tenants need/desire to move, etc. We want to ensure that every property is visited over time and we intend developing a proforma to collect and record the data.

    We would be interested to hear from any landlord who has undertaken a similar exercise who could share their experiences or has developed a data capture form for such an exercise.
    (Sharon Williams, Ashford Borough Council, sharon.williams@ashford.gov.uk, 01233 330803)      Sharon Williams  Answers (0)

NI 12 refused and deferred HMO license applications

  • With regard to NI 12 on 'refused and deferred Houses in Multiple Occupation (HMO) license applications leading to immigration enforcement activity', which has been deferred till 2009/10. Has anybody heard any further news on this measure. Is it still being consulted upon, and if so, how do we get our concerns included? If not, has anoyne heard anymore news on this and got any contact details or websites to go to for further news? Your help in this would be much appreciated.

    Many thanks

    26-08-08
    (Sue Key, Milton Keynes Council, Sue.Key@milton-keynes.gov.uk, 01908 252645)      Sue Key  Answers (1)

Asbestos in voids

  • Does anyone inform new tenants of the location and type of asbestos when moving into new properties?

    22-08-08
    (Phil Woodward, Aspire Housing, pwoodward@aspirehousing.co.uk, 01782 854963)      Phil Woodward  Answers (0)

Out of hours service provision

  • Kirklees Neighbourhood Housing manages over 23,000 properties and we want to offer a 24/7 out of hours antisocial behaviour advice line. I would appreciate any information/advice on service provision - do staff work on a call taking rota or is the function outsourced - and is it successful?

    22-08-08
    (David G Sykes, Kirklees Neighbourhood Housing, davidg.sykes@kirklees.gov.uk, 01484 222084)      David G Sykes  Answers (0)

Planning Permission and S106

  • This Council is currently seeking to understand whether it can take possession of affordable units, provided as part of a larger development, in advance of the granting of planning permission by the Council.

    The Council does not wish to be seen to fetter its discretion in its planning deliberations and so is considering allowing the transfer of the affordable units under a contract that is conditional upon the successful completion of planning permission and the signing of the S106.

    We have been seeking legal opinion on whether such a contractual arrangement is robust and are asking fellow Councils and RSLs if they have experience of such a transaction taking place elsewhere and if so what legal issues if any it caused and how they were overcome.

    21-08-08
    (Andrew Ochia, Vale of White Horse D C, andrew.ochia@whitehorsedc.gov.uk, 01235 520202 Ext 573)      Andrew Ochia  Answers (1)

Funding under-occupation schemes - capital or revenue?

  • Elmbridge BC is a LSVT authority and wants to set up an under-occupation scheme with its RSL partners to promote the effective use of RSL stock and help tackle overcrowding. Our dilemma is that we have capital funding available (mainly through commuted sums obtained from Section 106 agreements) but revenue funding is scarce and as such we would like to fund the scheme through capital monies.

    However, we need to satisfy our finance colleagues/auditors that are using capital funding to pay for the scheme is jusitifiable and this is proving difficult.

    The costs we are looking to cover would include grants to encourage tenants to move and to cover removal costs plus staffing costs for a dedicated officer.

    I would be interested to know if other authorities have been in this situation and if so, whether and how you have been able to satisfy your finance colleagues that an under-occupation scheme could be funded through capital/S106 monies?

    Thank you very much

    19-08-08
    (Colin Waters, Elmbridge Borough Council, cwaters@elmbridge.gov.uk, 01372 474631)      Colin Waters  Answers (2)

Mediation

  • I am reviewing our mediation policy and seeking to benchmark best practice - can anyone point me the right direction of a best practice policy and procedure for guidance?
    (Amanda Tattershall, Paradigm Housing Group, amanda.tattershall@paradigmhousing.co.uk, 01494 588266)      Amanda Tattershall  Answers (2)

Mutual Exchanges and Orchard

  • I am currently reviewing the Regenda Group's approach to managing Mutual Exchanges.

    During this review I have identified a problem with Orchard (our housing management system) in disclosing rent account information for the current tenant only, and wondered if any other providers who use Orchard have been faced with, or even better, overcome this problem.

    Any help would be greatly appreciated.

    19-08-08
    (Andy Carberry, Regenda Housing Group, andy.carberry@regenda.org.uk, 01204 814136)      Andy Carberry  Answers (0)

Procurement

  • We are currently reviewing our procurement strategy and are wondering if anybody has recently been through this process and can offer any useful advice?

    Many thanks

    14-08-08
    (Phil Citrone, Paradigm Housing Group, philip.citrone@paradigmhousing.co.uk, 01494 588225)      Phil Citrone  Answers (0)

Lone Worker Protection Systems

  • At Cambridge City Council we are in the process of implementing a Lone Worker Protection System, and wondered if anyone had already implemented a system and had any feedback they could share with us?

    Many thanks
    (Jenny GIbion, Cambridge City Council, jenny.gibson@cambridge.gov.uk, 01223 457839)      Jenny GIbion  Answers (0)

Garden matching

  • We have some blocks of flats where there are garden plots remote from the dwelling. We are talking to a local community group about a scheme to match people who want to garden with those who have gardens they don't want to maintain. If anyone has experience of similar schemes it would be helpful to hear about how it worked, what went well and any potential pitfalls.

    08-08-08
    (Stephen Leadbetter, Lewisham Homes, stephen.leadbetter@lewishamhomes.org.uk, 020 8314 3678)      Stephen Leadbetter  Answers (0)

Post Tenancy Visits

  • We are currently reviewing our procedures at Rugby. I would be interested to know what other authorities procedures are in conducting the first visit to new tenants in their homes. When do you first visit your new tenants, what questions do you ask, how long does the home visit take. Do you book appointments or do ad hoc visits?
    (Sharon Beckitt, Rugby Borough Council, sharon.beckitt@rbc.gov.uk, 01788 533823)      Sharon Beckitt  Answers (2)

Board Member Training

  • Blyth Valley Housing - is an ALMO operating in the Blyth Valley Area of Northumberland. We are researching options in terms of board member training and looking at key issues including - board code of conduct, legal liabilities and responsibilities, financial responsibilities, health and safety and companies act. Does anyone have any previous experience of developing a similar package for their board or utilised the skills of an external provider for this type of training?
    (Andrea Gibson, Blyth Valley Housing, agibson@blythvalley.gov.uk, 01670 542519)      Andrea Gibson  Answers (1)

Dealing with pigeons on high-rise blocks of flats

  • My colleague here at the Radian Group is having to deal at present with a serious problem regarding pigeons in the four blocks of high-rise flats he manages: they are increasingly roosting in resident's balconies or on the roof and he has as yet found no solution to deter them from doing so. Have any other organisations experienced this problem, and have there been any successful solutions/deterrents found?

    Thank you!
    (Laura Best, Radian Group, laura.best@radian.co.uk, 01730 403063)      Laura Best  Answers (1)

Digital TV

  • We are currently going out to tender Digital TV aerial installations. Has anyone used Fusion 21 Partnership. If so can I have comments please?

    18-07-08
    (Mrs Yvonne Davies, Nuneaton & Bedworth BC, yvonne.davies@nuneatonandbedworth.gov.uk, 024 76 376575)      Mrs Yvonne Davies  Answers (0)

Terminations with no notice or no keys returned

  • I would like to know what other HAs do when they have tenants who give the keys to their property to a friend to hand in, and no termination has been recieved, or complete a termination form, but never bring the keys to the property into the housing office. At what stage and under what circumstances do you decide it is an implied surrender and take possession by changing the locks?

    17-07-08
    (Susie Moloney, North Lincolnshire Homes, susie.moloney@nlhomes.org.uk, 01724 298834)      Susie Moloney  Answers (2)

Repairs minimum charge

  • We have a repairs and maintenance contract, which because it previously had a lump sum element has no minimum charge per job.

    It is now soley a NHF schedule of rates contract with an uplift applied against the SORs.

    Our contractor wants a minimum charge of around £25.00 per order.

    Our longest point to point of district is approx 16 miles, so it is a fairly compact area to service.

    Would like to know what levels of minimum charge other councils, HAs are currently paying?
    (Peter Joslin, South Bedfordshire District Council, peter.joslin@southbeds.gov.uk, 0845 8496395)      Peter Joslin  Answers (1)

Right to Succession

  • We are currently looking at our allocations policy/procedures and are keen to find out what other organisations do in respect to right to succession, particularly where individuals do not meet the criteria for succeeding a property.

    18-07-08
    (Sarah Grahm, Sedgefield Borough Council, sgraham@sedgefield.gov.uk, 01388 816166 ext 4667)      Sarah Grahm  Answers (1)

Resident Involvement Impact Assessment Bank

  • Has anyone either recently developed, or already have in place a process/system which works effectively at capturing information across the whole range of your organisation; not just the planned works, service improvement groups, but also complaints, surveys etc?

    Be keen to hear from anyone who's got this cracked!

    17-07-08
    (Phil Whitehead, Acis Group, phil.whitehead@acisgroup, 01427 675840)      Phil Whitehead  Answers (0)

Customer service contact centre

  • We are currently looking at roles within a customer service contact centre – this will incorporate both telephone and face to face contact – and will include all aspects of housing – general housing enquiries, repairs and rent queries.

    If anyone has a similar centre in operation would you be willing to share the staffing structure of the centre and job description, person specifications and terms and conditions of those staff?

    Many thanks.

    15-07-08
    (Fiona Dawson, Aspire Housing, fdawson@aspirehousing.co.uk, 01782 635200 ext 4820)      Fiona Dawson  Answers (1)

Fire regulations at council flats

  • We have just undergone a fire inspection at one of our blocks of flats. The fire service have advised that the fire alarm system in all our blocks of flats should be tested weekly and periodic servicing and the emergency lighting system should be tested monthly and periodic servicing. What provision have other authorities put in place to enable this testing to be carried out?
    (Jackie Smith, Redditch Borough Council, jackie.smith@redditchbc.gov.uk, 01527 534105)      Jackie Smith  Answers (1)

Service users event

  • There is normally an attendance of around 200 people to our service users event ranging from older persons to Gypsies and Travellers. We wanted to know what innovative and creative practices are there in capturing a large audience in developing more users involvement.
    (Lucas Patrick, Walsall Met Borough Council, lucasp@walsall.gov.uk, )      Lucas Patrick  Answers (2)

Regeneration and ways to improve unsustainable estates

  • I am looking for information on how other areas have implemented local solutions in order to change borderline unsustainable estates into long-term viable assets.

    I would appreciate any information on schemes or multi agency-work that has been successful.
    (Sue Bowie, St Leger Homes of Doncaster, sue.bowie@stlegerhomes.co.uk, )      Sue Bowie  Answers (0)

De-pooling of service charges from rent account

  • Following on from support work from the Audit Commission and their recommendations that we progress with de-pooling all of our service charges from the rent account I would be grateful if any members could offer guidance on Best Practice of de-pooling of service charges from rent.

    Background:

    Our housing stock portfolio:
    Circa 8,500 Tenants and 104 Leaseholders.

    Services we are looking to de-pool:
    - Communal cleaning
    - Communal electricity
    - Horticulture - grass cutting

    We are currently in the position of forming a project team to discuss how we will take this forward and implement. We would be interested to hear from any officers/managers particularly from ALMOs and LAs on how they approached this exercise and what were, if any, the main issues they had to address.

    We are expecting these to be centred around:

    - Are tenants eligible for Housing Benefit once the service charges are de-pooled from the rent?
    - What method of apportionment was used once all of of the service users were established?
    - What are the HRA/rent implications if service charges are not de-pooled?
    - Consultation - what methods of consultation were used and how long was the consultation period?
    - Legal - is there any statutory legislation EDH need to follow when de-pooling service charges, ie, management agreement or tenancy agreement?
    - Rent/statement format - how are de-pooled service charges shown on the rent statement and could we see a template/rent statement?
    - What accompanying information do ALMOs send out with de-pooled rent statements?
    - What will the IT implications be for changing the rent structure/figures on Orchard?
    - What was the ratification process used between the ALMO and council to propose, consult, and implement?

    We would also be interested in benchmarking other organisations service/unit costs for the above three services and gaining information on what formula was used to derive these costs.

    Warmest regards
    (Michael Patterson, East Durham Homes, michael.patterson@eastdurhamhomes.co.uk, 0191 5185380)      Michael Patterson  Answers (1)

Policy on Tree Maintenance in Tenants Garden

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

    Many thanks
    (Alix Nel, Paradigm Homes, alix.nel@paradigmhousing.co.uk, 01494 830740)      Alix Nel  Answers (1)

Responsive repairs – completion in one visit

  • We are currently reviewing the satisfaction survey we issue following the completion of responsive repairs. In particular we are reviewing questions relating to whether or not a job was completed in one visit and the impact of repeat visits on levels of satisfaction. I would appreciate examples of satisfaction surveys used by other organisations in particular where questions related to this are asked
    (Claire, St Georges Community Housing, claire.barber@sgch.org.uk, 01268 465194)      Claire  Answers (6)

Estate inspections

  • We are currently reviewing the way in which estate inspections are carried out. I would be interested to hear how other organisations conduct estate inspections, in particular those that involve joint inspections with residents.
    (Amanda Jones, Rugby Borough Council, amanda.jones@rugby.gov.uk, 01788 533834)      Amanda Jones  Answers (1)

Choice-based lettings

  • In reviewing our choice-based lettings policy we are looking at the issue of exclusions/suspensions, particularly for individuals/households who have a history of ASB and/or rent/mortgage arrears.

    Feedback on our existing policy indicates that our approaches to assessing customer eligibility may be rather 'strong'. For instance in respect of rent arrears if the applicant owes Calico or another landlord over £250 we currently reject.

    I'd be extremely grateful to receive examples of lettings and exclusion policies from other organisations.

    26-06-08
    (Martin Sample, Calico Housing, MSample@calicohousing.co.uk, 01282 686431)      Martin Sample  Answers (4)

Specialist research on the housing and supporting needs of older people

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

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

Disposal of small pieces of land

  • Does anyone have a policy or procedure for how you handle disposals of small pieces of land (eg, usually from former RTB residents). Also do you charge a fee or the real costs? Thanks
    (Margaret Swift, Watford Community Housing Trust, margaret.swift@wcht.org.uk, 01923 209211)      Margaret Swift  Answers (3)

Recycling

  • I am looking at recycling in tower block flats in Doncaster. Has anyone done this elsewhere and got a good system together?

    20-06-08
    (Bob Smith, St Leger Homes of Doncaster, bob.smith@stlegerhomes.co.uk, 07825 403737)      Bob Smith  Answers (2)

Local Lettings Policies

  • One of my Postgraduate Students is undertaking research on aspects of the use of local (or community) lettings policies. If anyone is using such policies, and is happy to answer some questions on their use, please contact me.

    Thanks
    (Paul Grainger, University of Northumbria at Newcastle, paul.grainger@unn.ac.uk, 0191 227 4694)      Paul Grainger  Answers (1)

Injunctions for untidy gardens

  • Does any organisation have practical examples of using injunctions to deal with untidy gardens? Any success stories would be gratefully received. Any advice on pitfalls to avoid would also be helpful.
    (Noel Duke, Harrogate Borough Council, noel.duke@harrogate.gov.uk, 01423 551622)      Noel Duke  Answers (1)

Absent tenants

  • I would be interested to know how other organisations deal with situations where tenants advise they will be absent from home for extended periods but do intend to return.

    I am thinking in particular of people in the armed forces who may be posted overseas for several years.
    (Noel Duke, Harrogate Borough Council, noel.duke@harrogate.gov.uk, 01423 551622)      Noel Duke  Answers (1)

Intra-estate transfers

  • We are reviewing how we deal with requests for transfers within estates and would be interested in learning how other local authorities deal with this issue, particularly in the context of operating a choice-based lettings scheme.

    18-06-08
    (Owen Ramsay, Hammersmith and Fulham London Borough, owen.ramsay@lbhf.gov.uk, 020 8753 4043)      Owen Ramsay  Answers (1)

Disposal of garage sites to HAs

  • Bristol City Council are currently in the process of disposing of a number of garage sites which we propose to sell to HAs for them to develop affordable housing on. However, if we sell the sites at the full market value then they become unviable for the HAs to develop. Therefore we propose to dispose of the sites at a value below the full market value, what we would term the affordable housing use value, and subsidise the difference with funds from our HRA. Our questions are:

    1) Has anyone else disposed of land to HAs at below market value and if so did you have a standard formula to calculate the affordable housing use value?

    2) Is anyone aware of any rules that would prevent us from subsidising the difference between the sale price and the full market value from the HRA?

    18-06-08
    (Robert Carter, Bristol City Council, robert.carter@bristol.gov.uk, 0117 3525122)      Robert Carter  Answers (3)

Head of Home Improvements

  • At Northwards Housing, we are experiencing some reluctance with our contracting partners in offering and carrying out internal improvement works to private and leaseholder properties on our estates. They are quite happy to carry out external works, but have experienced problems in the past with internals

    My questions are:

    1. Have other social housing providers experienced the same reluctance and, if so, how did they address it?

    2. What measures have they put in place to ensure their contractors are confident that they will get paid upon satisfactory completion of this work
    (David Heys, Northwards Housing, d.heys@northwardshousing.co.uk, )      David Heys  Answers (4)

Working in areas where there are active gangs

  • We are currently in the process of developing our approach to working in a number of areas that have active gangs. We would be very interested to hear from other HAs about any work you may be engaged with in addressing gang activities
    (Mel West, Midland Heart Limited, mel.west@midlandheart.org.uk, 0121 242 7926)      Mel West  Answers (2)

Mortgage rescue package

  • I am seeking information from member organisations who may run a mortgage rescue package

    Repossessions are really beginning to bite and it should be possible to assist those families who may lose their homes by buying some equity in their properties and renting this back economically. I am thinking of a shared equity (retrospective) scheme. This would prevent eviction and the high social cost that brings with it

    I would be really pleased to hear from anyone operating any time of rescue package
    (Simon Bunker, Nuneaton & Bedworth BC, simon.bunker@nuneatonandbedworth.gov.uk, )      Simon Bunker  Answers (1)

Care and Support Scheme Appraisals

  • At Midland Heart we are looking to devise a methodology to assess the sustainability of our large portfolio of care and support schemes. Have other RSLs developed approaches of this kind to appraise their sheltered and/or supported schemes in order to make informed investment decisions and would you be willing to share this information?
    (Mel West, Midland Heart Limited, mel.west@midlandheart.org.uk, 0121 242 7926)      Mel West  Answers (2)

Trade Union Facilities Scheme

  • We have just implemented a revised Trade Union Facilities Scheme which separates us from our parent Authority in the face of fierce opposition from recognised Unions. We still work to the TUPE transferred Trade Union Recognition Agreement but now have separate arrangements that apply the ACAS Code of Practice locally as a separate employer. We are keen to understand whether other ALMOs have separate Schemes or if they are still linked to parent authority Schemes. I would be grateful if you could spend a few minutes answering the questions below:

    1 Since becoming an ALMO have you reviewed your Trade Union Facilities Scheme or are you still covered by your local authority’s scheme?

    2 What prompted this review?

    3 Did you get agreement from the Trade Unions on implementing this change or was there a high level of resistance?

    4 Do you permit Stewards or Convenors from your parent authority to operate within your ALMO?

    5 Do you permit your Stewards or Convenors to operate within your parent authority?

    6 Does your scheme recognise the role of convenor?

    7 Do you have a specific time allocation that you work with for the release of Convenors and/or Stewards? Is this a set amount of time or based on membership?

    8 Do you have any arrangements for employees who are elected to be representatives on National Union Bodies such as the UNISON NEC?

    9 Would you be willing to share a copy of your revised scheme?
    (Lee Ward, East North East Homes Leeds, lee.ward@enehl.org.uk, 0113 2476133)      Lee Ward  Answers (3)

Complaints monitoring

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

    If you do, what questions do you ask, at what stage of the complaint do you conduct the satisfaction surveys and is it a questionnaire or telephone satisfaction survey?

    We would be grateful if you could share your experience with us.
    (Paul Msatida, Knowsley Housing Trust, paul.msatida@k-h-t.org, 0151 2907057)      Paul Msatida  Answers (2)

Tenant champions

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

    I would be very grateful if anyone has had experience of/initiated such a scheme could contact me to give some advice
    (Barbara Leonard, Ellesmere Port & Neston Borough Council, barbara.leonard@epnbc.gov.uk, )      Barbara Leonard  Answers (5)

Annual Review of Directors’ Performance

  • We are currently looking at how we actually review the roles of the key elements of our organisation and would like to ask other ALMO’s:

    a) Do you make an annual assessment of the Board’s performance, and if so how?

    b) Do you make a similar assessment of the Chair, and if so how?

    c) How do you assess your CEO’s performance, other than by examining the targets set on his/her work plans?
    (Evelyn Curtis, Stevenage Homes, evelyn.curtis@stevenagehomes.org.uk, 01438 242948 ext 2948)      Evelyn Curtis  Answers (4)

Qualifying offers

  • I work for Oldham MBC and we are considering the use of 'qualifying offers' to discharge duties under homelessness legislation. I would be grateful for any information from authorities where this practice is already used or has been used.

    Thank you.
    (Ann-Marie McGinn, Oldham Met Borough Council, ann-marie.mcginn@oldham.gov.uk, 0161-770-5148)      Ann-Marie McGinn  Answers (1)

Neighbourhood Award events

  • We have started to plan a Neighbourhood Award event and would be interested to hear from other members who organise such events:

    What award categories do you have?

    How are individuals/organisations nominated?

    Do you have a financial award or a plaque and recognition? If financial, how do you administer the expenditure on the winning project?

    Are the awards sponsored?

    What is your selection criteria?

    Who/how are winners selected- judging panel/ tenant vote/ other?

    How do you measure the impact of the awards?

    Any information/suggestions would be much appreciated
    (Glyn Jones, Homezone Housing, glynjones@homezonehousing.org.uk, 01543 420804)      Glyn Jones  Answers (1)

Criteria list for selecting Resident Board members?

  • Could any of you please forward me your criteria list for selecting Resident Board members?
    (Deborah Okutubo, Homes in Havering, governanceservices@homesinhavering.org, 01708 434000)      Deborah Okutubo  Answers (7)

Local Code of Corporate Governance

  • Do any of you maintain a local code as recommended by the CIPFA/SOLACE framework? If you do not, is there any reason for not maintaining one?
    (Deborah Okutubo, Homes in Havering, governanceservices@homesinhavering.org, 01708 434000)      Deborah Okutubo  Answers (1)

Decoration

  • Would anyone be willing to share their decoration policy with me please? Also, what do you understand the statutory requirements to be regarding decoration of properties?
    (Ellie Kershaw, St Leger Homes of Doncaster, ellie.kershaw@stlegerhomes.co.uk, 01302 862725)      Ellie Kershaw  Answers (1)

BVPI 212

  • As this is not now a required BVPI under the NIS arrangement there is an element of latitude given to rework the definition. I wonder if other colleagues are considering revising the definition, and if so, to what. It is important for benchmarking purposes that our definition is not completely different than others
    (David Howson, Waveney District Council, dave.howson@waveney.gov.uk, 01502 523146)      David Howson  Answers (4)

Former Tenants Arrears

  • We are currently reviewing how we manage our former tenants arrears and would like to know of any organisations who 'sell' their debt to outside agencies. In particular we would like to know what agencies are being used?
    (Ashleigh Evans, Bournville Village Trust, ashleighevans@bvt.org.uk, 0121 415 6515)      Ashleigh Evans  Answers (4)

Rent arrears & bankruptcy

  • We have recently had a case where a tenant’s large rent arrears were discharged through bankruptcy and are thus not recoverable by us. The tenant now wishes to be transferred to a larger property. Our Allocations Policy states that tenants in rent arrears will not be considered for re-housing until any rent arrears or former tenant rent arrears are cleared. We have legal advice that we cannot treat this debt as still being outstanding for the purposes of our policy and the tenant will therefore be eligible to join the housing register and be considered for re-housing.

    Has any other organisation experienced this problem and found a way of lawfully wording their allocations policy so that tenants in such a situation must repay the debt before being considered for re-housing?
    (David Pipe, Stevenage Homes, david.pipe@stevenagehomes.org.uk, 01438 242280)      David Pipe  Answers (3)

Rent Recovery with or without rent collectors

  • a. What is the end of year figures for recovery of rents?
    b. How many officers to ratio of stock?
    c. Cost of salaries?
    d. What are the main functions of your service area? (does this include court work?)
    (Trish Astill, Newark and Sherwood Homes, trish.astill@nshomes.co.uk, 01636 655538)      Trish Astill  Answers (1)

Performance Reports

  • Our performance sub-committee have requested examples of 3 star organisations performance reports.

    Whilst I realise there may be a reluctance to share these, I am prepared to send our performance reports, which we do weekly, quarterly and monthly to anyone who responds.

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

Local Offices

  • Do other organisations provide services at neighbourhood Offices? If so, how many and what is staff ratio to housing stock in area?
    What are the annual running costs, including salaries?
    And what are the basic functions carried out there?
    a. Payment collection on behalf of Council or ALMO (average transaction cost).
    b. General advice, housing benefits, housing management, repairs, allocation of garages/arrears, council tax, advertising void properties, excess refuse etc.
    Housing Benefit vertification and support
    (Mandy Floyd, Newark and Sherwood Homes, mandy.floyd@nshomes.co.uk, 01636 655502)      Mandy Floyd  Answers (1)

Document retention policy

  • Do you have a document retention policy that states clearly how long various types of documents must be stored for? I am specifically interested in housing documents but relevant corporate guidance policies would be of interest too
    (Deri Williams, Wycombe District Council, Deri_Williams@wycombe.gov.uk, )      Deri Williams  Answers (1)

Handyman Schemes

  • Have any Network members had any experience of setting up handyman schemes to carry out simple works in the homes of elderly or vulnerable tenants. We are planning to do a feasibility on a service that would change light bulbs, fuses and simple carpentry jobs which are beyond the brief of our ordinary repairs service.
    (Dale Walker, Redbridge Homes, dale.walker@redbridgehomes.org, 02087088305)      Dale Walker  Answers (1)

Local Authorities

  • What formulae are Local Authorities using to calculate commuted sums since the abolition of TCI?

    Have any other Local Authorities recently undertaken a review of under occupation incentives? If so what new policies are they looking at in terms of cash incentives, covering removals

    Do any Local Authorities offer cash incentives to RSL tenants to downsize to smaller homes?
    (Nicola Levett, Wealden District Council, nicola.levett@wealden.gov.uk, )      Nicola Levett  Answers (2)

Sensitive allocations

  • We have recently introduced Choice Based Lettings scheme and were wondering how other authorities deal with sensitive allocations. Where the property's previous occupant has been evicted for anti social behaviour, we obviously want to ensure that neighbours are not subject to the a similar thing again. Would other authorities overlook applicants that have bid for this property if they have some history of anti social behaviour?
    (daniela Lucci, Bristol City Council, daniela.lucci@bristol.gov.uk, 0117 3533041)      daniela Lucci  Answers (9)

Discounted debt bought from local authority

  • Could you please ask members if anyone has discounted debt bought from the local authority on transfer and if so would they be prepared to share any information they have on the subject?
    (Liz Bulmer, Knowsley Housing Trust, Elizabeth.Bulmer@k-h-t.org, )      Liz Bulmer  Answers (1)

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

  • We are currently reviewing our Housing and Estate Managment services and as part of that process we would like to hear from any organisations who scorecard new tenants and ask their opinions and experiences of your lettings standards (void repairs/cleanliness/customer care etc) I am interested to hear at what point in the new tenancy you ask for new tenant views, eg, at sign up, within the first week, first month, third month, etc, and what, if any benefits you have identified from undertaking this exercise at this point in time. Also a copy of your letting standards would be appreciated.

    I would be grateful for any input.
    (Allison McVeigh, Coast & Country Housing, allison_mcveigh@cchousing.org.uk, 01642 771350)      Allison McVeigh  Answers (6)

2 Stage Complaints Procedure

  • We're currently reviewing our complaints procedure and would like to hear from any organisations who have a 2 stage complaints procedure, or have recently reduced their complaints procedure to 2 stages. What were the objectives behind this? Has it been successful?

    I would be grateful for any input
    (Jessica Lewis, Catalyst Communities Housing Association, jessica.lewis@chg.org.uk, 020 8832 3162)      Jessica Lewis  Answers (4)

SORN Declarations

  • We are looking at our abandoned cars procedure and are seeking advice on what to do with cars that have a SORN declaration and are parked on our land. Has anybody else got a procedure that deals with this? Do you clamp cars in your parking spaces? Do you get them towed away? If you do, how long are they kept for? Any advice or help would be much appreciated
    (Laura Hart, Bromford Group, laura.hart@bromford.co.uk, 07834 311096)      Laura Hart  Answers (1)

Animals left in voids

  • What policies and procedures do organisations have for dealing with pets and animals left in properties after a tenancy has ended. Do you apply section 41 of the Local Government Act and look after these animals? Do you have local agencies that will take them?
    (Kathryn Robinson, City of York Council, Kathryn.Robinson@york.gov.uk, 01904 554101)      Kathryn Robinson  Answers (1)

Right to Repair - partial loss of heating

  • Dear all

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

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

Request for information - Governance question

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

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

Tenant incentive schemes

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

Marginal owner occupation - moving on after Right to Buy

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

Gas safety checks & mutual exchanges

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

Evaluation of Housing Stock Performance

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

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

Translations

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

Medical Assessments

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

Responsibility for Tree Maintenance

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