Housing & Asset Management Service Standards

Service Area: Information and advice

• We provide housing information and advice to our tenants, sharing owners, owners whose properties are factored by the Assocaition and to housing list applicants.  Our aim is to make sure that customers understand their housing rights, responsibilities and options.
• If we are unable to assist we will signpost customers to another agency who have the expertise to provide further advice/guidance.  If required we can make the necessary appointment and offer office space for the interview.
• Report twice a year to the Management Committee and our customers the number and type of enquiry the Association receive on a monthly basis, in order to identify any recurring information requests which we could publicise in order to give customers a better understanding of specific issues.

Service Area: Allocations

• Review our Allocations Policy every three years to make sure it is meeting housing need within the terms of the Housing (Scotland) Act 2001.
• Provide a comprehensive interview with new tenants when signing their tenancy agreement to ensure that they are fully aware of their rights and responsibilities as a tenant.
• Aim to carry out a settling in visit with a new tenant within 6 weeks of the signing of the tenancy agreement.
• Report in the quarterly newsletter, website and Annual Report statistics relating to our allocations, including the number of lets and which quota the applicants were selected from.

Services Area: Applying for a house

• Acknowledge receipt of your housing application on the same date either verbally at the office, by telephone, by text message or by email.
• Examine your housing application and issue a points assessment letter within 5 working days.  We may sometimes have to ask you for some additional information which we will do in this letter or by telephone.
• Assess any change of circumstances and issue a points assessment letter within 5 working days.
• Review the housing list annually to ensure that the housing list remains up to date.  This review will ask specific questions which will assist us to better determine housing list applicants' needs and aspirations.
• Survey housing applicants every three years to ask them for their views on the service and to ensure that the applicant is clear about the allocations process.
• Report our performance in the quarterly newsletter, website and annual report details of how many applicants are on each housing list.
• Offer an interview with our Housing Services Officer to any applicants who have never had a tenancy before to give housing information and advice - for example - budgeting etc.

Service Area: Void management

• Publish our relet standard so that prospective tenants know what to expect in our properties.
• Monitor the reasons why empty properties are refused.
• Aim to let our refurbished properties within 10 working days.
• Aim to let our new build properties within 5 working days.
• Aim to ensure that rent lost on empty properties for the year is less than 1% of the total rents the Association is due.

Services Area: Estate management

• Carry out a full estate management inspection with the Chairperson of the Housing and Asset Management Sub Committee once a month.  We wil ask tenants if they wish to attend these inspections.  We complete a full list for staff to action no later than 10 working days.
• Inspect the common closes once a week.
• Clear the area of litter on a daily basis.
• Inspect all play areas on a daily basis.
• Aim to carry out a minimum of 10 summer visits and 3 winter visits to the gardens which are listed on our Care of Garden Maintenance Scheme.
• Liaise with other agencies, for example West Dunbartonshire Council regarding dog fouling issues, or DVLA regarding untaxed cars, etc.
• Carry out two evening winter inspections to check street and close lights are not faulty.
• Aim to cut all common area grass every two weeks.
• Carry out an ongoing autumn/winter programme of jet washing of paths, car parking bays, play areas, etc.
• Judge the Best Garden and Best Close Competition in July each year.
• Just the Best External Christmas Lights Decoration Competition in December each year.

Service Area: Neighbour complaints

• Acknowledge all neighbour complaints within the same day, either by telephone or in writing.
• Aim to respond to all neighbour complaints within 5 working days.
• Monitor the number of neighbour complaints on a monthly basis.
• Monitor the use and type of legal action which may be taken in relation to neighbour complaints.
• Liaise with any other relevant agencies who may assist in dealing with neighbour complaints, for example the Police, West Dunbartonshire Council, etc.
• Always go back to the complainer and ensure that they are happy with the action taken and for the case to be closed.

Service Area: Rent management

• Process rent payments on a daily basis.
• Aim to reduce net rent arrears to 1% of the total rental income due.
• Issue a rent statement to each tenant in April and October.
• Offer a referral to another agency to assist with money advice, welfare benefits and utility issues when speaking to tenants about rent management difficulties.
• Aim to have a signed realistic payment plan in place for all tenants who have an arrear on their rent account.
• Only take legal action for tenants who are in arrears who fail to contact the office and make a realistic payment plan or if they continually fail to maintain their payment plan.
• Consult with tenants on proposed rent increases in January of each year, which will also include an independent Income Survey exercise.

Service Area:  Repairs and maintenance

• Aim to respond to emergency repairs within 2 hours.
• Aim to respond to urgent repairs within 48 hours.
• Aim to respond to routine repairs within 10 working days.
• Aim to telephone 50% of tenants following the completion of a repair to check on the outcome of our repairs service.
• Carry out an annual service to tenants central heating system.