The Association would like to thank the tenants who took the time to attend the rent review consultation meeting in February 2008.  The tenants who took part advised the Tenant Participation Advisory Service (TPAS) on how future rent consultation could be improved:-

• More background information on how RPI is calculated and where tenants can check the most recent RPI figures.
• When the Association is providing details of expenditure from rental income there is a section entitled 'other'.  Tenants felt that the kind of expenses covered in this section should be explained in the postal flyer.
• It was felt that future information sent to tenants in advance of rent setting events should include details of West Dunbartonshire Council's and other local landlords proposed rent increase.

The Association will take on board all of the above comments for next year.

The tenant consultation event was also used to gather information on the Association's draft Customer Care Policy, before this is presented to the Management Committee for approval.

The tenants commented that the policy seemed comprehensive and agreed with the main principles of the policy.  They also explained that in their experience Cordale Housing Association has always had a high standard of customer care in the past.

Specifically, tenants were most concerned with timescales.  They commented that when the Association is replying to written correspondence customers should receive a reply within 5 working days.  Then customers telephone the office requesting information, tenants felt the Association should be able to respond the same day.

In terms of feedback from tenant consultation events, tenants felt that a personal letter should be sent to all individual tenants or tenant groups that participated, which was done after this event.  They also felt that an article should appear in the tenant newsletter explaining how tenants' comments have helped shape the way decisions are taken.

One of the tenants also commented that in terms of customer care it is important that the Association keeps tenants up to date with dates for major improvements such as fitting of new kitchens and bathrooms.  He felt that at present this information is limited and it would be more useful to have estimated completion dates for improvements provided area by area if possible.  This will be provided in our summer newsletter.

The rent review for 2008/2009, as always, included an Income Survey to examine how affordable the existing rents are for residents.  Sixty-five households were visited, which identified fifty-nine households passing the test and six households failing.  The external consultant, who carried out the test, concluded that the majority of the six failures were living in accommodation too large for their needs.  It is likely that most of these households had chosen to live in the properties, after their children had moved on or had accepted a like for like move through the development programme, even though there requirements could have been accommodated in a smaller property.

The Association, at the same time, asked tenants questions on the costs they have to meet in relation to fuel consumption and used a similar test to identify if any tenants were paying over the average amount.  Only two tenants out of sixty-five tenants failed the fuel poverty test, which would suggest that the Association properties are fuel effiicient.  However, the Management Committee has asked staff to explore fuel poverty further and identify any tenants who may be experiencing problems with increased fuel costs.  If tenants are struggling to pay along with other expenditure, a referral will be made to the Council's Money Advice Referral Service, should the tenant request this service.