Tenants Newsletter | Spring 2017
TENANT LED SCRUTINY GROUP ARE YOU INTERESTED IN GETTING INVOLVED? Ayrshire Housing’s Tenant Led Scrutiny Group is an independent group solely run by tenants. The Group will decide which area of Ayrshire Housing’s performance they would like to review, this could be anything — property repairs, voids, communication, budgets — whatever tenants feel they want to look at. The Group will work with tenants, Board members and Ayrshire Housing staff. They will review current processes and decide if there are ways things can be improved in the future. They will report their findings to Ayrshire Housing’s Board who will review and, where possible, implement them. Being a member of the Tenant Led Scrutiny Group is a real opportunity to influence how Ayrshire Housing operates. If you are interested in getting involved and would like more information please contact Caroline Donald on (01292) 885573 or by email c.donald@ayrshirehousing.org.uk. Or if you would like to speak to a member of the Tenant Led Scrutiny Group you can contact Mike Ross by email tlsg@jockofhearts.com
Some of the members of Ayrshire Housing’s Tenant Led Scrutiny Group—February 2017 WHAT ARE WE CURRENTLY DOING? We are going to be looking at customer service standards as our first scrutiny exercise. It would be really helpful if you could take five minutes to complete our survey by following the link below: https://www.surveymonkey.co.uk/r/AHTLSG Or you could pick up a paper copy of the survey next time you are in our office.
We can supply this document in a print size to suit. It is also available in Braille, audio and other formats, and in other languages. Our website also has several accessibility features which you may find useful.
POLICY REVIEWS We are currently in the process of reviewing a number of our housing management and maintenance policies. Most of the reviews are resulting in very minor, if any, changes to the current policies. For example our Voids Management Policy review includes some minor changes to our Minimum Lettable Standard along with a statement covering how we respond to the death of a tenant. We have also produced a policy covering the Right to Compensation for Improvements. Some changes are also necessary as a result of recent legislation. For example, the Housing (Scotland) Act 2014 has introduced a number of new provisions which means that we need to review our policies and consult with and then notify our tenants of any changes. These new provisions cover areas such as allocations (reasonable preference and suspensions), assignations, sub-letting, joint tenancies and successions. The Act has also introduced a streamlined eviction process for criminal or antisocial behaviour, recovery of possession of properties designed or adapted for special needs and amendments to the Short Scottish Secure Tenancy (SSST) for example to help tackle antisocial behaviour. A summary of the key provisions and any changes required to our policies is outlined in the separate insert with this Newsletter.
WELFARE REFORM UPDATE
Over the past few years there have been significant changes in entitlement to financial support from the UK government. Under-occupancy charges, a benefit cap and the gradual introduction of Universal Credit for single working age claimants are some of the changes that have affected our tenants so far. There are further changes to come and below we list some changes that come in to effect from April 2017:
New ESA claimants who are placed in the Work-Related Activity Group will receive the same rate of benefit as those claiming Jobseeker’s Allowance, alongside additional support to help them take steps back to work. Those starting a family after April 2017 will no longer be eligible for the Family Element in Tax Credit. Universal Credit first child premium will not be available for new claims after April 2017, where the first child is born after 6 April 2017. In households with two or more children any subsequent children born after April 2017 will not be eligible for further Tax Credits support (there will be some exceptions). The National Living Wage (NLW) will rise from £7.20 to £7.50. The personal tax allowance will rise to £11,500. Parents with a youngest child aged 3 or older (including lone parents) who are able to work will be expected to look for work if they are claiming Universal Credit.
If you require any further information or wish to discuss if you will be affected by some of the changes, please contact Jacqueline Dunlop, Money Advice Officer 01292 880120.
2
www.ayrshirehousing.org.uk Text Message - 07527360360
RENT REVIEW 2017 - 2018 At its November meeting Ayrshire Housing’s Board agreed to consult on the acceptability, or otherwise, of a possible rent increase of no more than 1.75%. We wrote to all tenants in January with details of the proposal and outlining the potential implications associated with a range of options such as; accepting the proposal, an increase lower than the proposal or no increase at all. In the letter we also provided a breakdown of the association’s costs for last year and how the rental income was spent. Tenants were asked to indicate what their preference was for this year’s proposed rent increase. We received 78 responses to the survey which was significantly higher than previous rent review consultations. Respondents were entered into a draw to win a voucher for Marks & Spencer. The following table summarises the responses from tenants to the consultation. Proposal
Number of Responses
% of Responses
No increase
2
3%
Increase below 1.75%
3
4%
Increase at 1.75% (Board recommendation)
73
93%
In addition, results from the recent independently completed tenant satisfaction survey indicated that the overwhelming majority of our tenants felt that the rent charged offers good value for money with 87% of tenants indicating this during the survey. Following discussion of the proposed Budget for 2017/18 and taking account of the outcome of our tenant consultation and feedback the Board agreed to increase rents by 1.75%. We are very grateful to all who participated in the review and provided feedback on the consultation. Pictured right is Board member Roy Martin and Director Jim Whiston picking the prize draw winner! CONGRATULATIONS to Mr McVie of Hosiery Court in Troon!
3
ANNUAL GAS SERVICING Gas Safety regulations state that all landlords must carry out annual inspections in order to ensure that gas appliances are operating correctly. Ayrshire Housing has a gas servicing programme in place for all its properties. This programme ensures that all gas boilers and fires are checked once a year by our contractor, James Frew Ltd (GasSure). It is essential that all gas systems are checked annually, therefore your co-operation to allow access to complete the service is appreciated. Failing to provide reasonable access means you are in breach of your Tenancy Agreement and will result in action being taken to force access if necessary. Should we require to force access, you will have to pay for all the costs involved and your tenancy may be at risk. Ayrshire Housing operate a 10-month servicing schedule in order to complete the servicing programme within the statutory period. The servicing programme is ongoing and to date we have achieved a 100% success rate.
Rowan Road, Girvan - External Improvement Works Project
AfCyclical Decoration Works fected tenants will be advised in due course and 2017/18 the works Programme will be completed over the summer months. The association is currently in the process of seeking tenders for the 5-year cyclical external painting programme on the following locations:
Barbieston Road/Millbank Street, Dalrymple Earl Crescent/Earl Rise, Dundonald Meadowbank Place and Bolestyle Crescent/ Woodside Avenue, Kirkmichael Mossbank Place/Southside Avenue; Afton Avenue and Hillpark, Mossblown Arran Avenue, Ballantrae St Cuthbert’s Road/St Cuthbert’s Street, Maybole St Leonards Road and South Harbour Street, Ayr
Affected tenants will be advised in due course and the works will be completed over the summer months.
4
Following a competitive tendering exercise, the association have appointed Stewart & Shields Ltd to undertake the upgrading works planned for the flats in Rowan Road, Girvan. The project includes replacement roofing and windows plus the application of External Wall Insulation (EWI). The preliminary works are due to commence in late March and completion is planned for October 2017.
A totalKitchen of 22 kitchen installations are planned for Replacement Project completion in the current programme. James Frew Ltd (Housing & Modernisation Division), Stevenston have been appointed to undertake kitchen replacement works in Troon (Kenmore & Logan Drive) and Moor Park Crescent, Prestwick. In addition, the opportunity has been taken to include a number of individual properties in various areas that had been missed from previous works programmes. www.ayrshirehousing.org.uk Text Message - 07527360360
Replacement Electric Heating Project – Crosshill / Kirkoswald / Kirkmichael & Dailly The association is pleased to advise that we were successful with a bid to secure funding for the installation of modern high efficiency electric storage heaters in lieu of existing heaters to off gas grid rural properties. As a result of this, Ayrshire Housing were awarded £165,000 and plan to replace the heating in 37 properties using Dimplex Quantum Heaters. Works are ongoing and will be completed by March 2017, with works being undertaken by JD Thomson & Son Property Care Ltd or Millar Electrics.
Replacement External Door Programme 2016/17 The external door programme is ongoing and JD Thomson & Son Property Care Ltd continue to install replacement external hardwood door sets including double glazing and insulated panels with multi-point locks. Thirty-four properties in Ayr and Troon are planned for completion before the end of the financial year in March.
HOME IMPROVEMENTS OR ALTERATIONS If you’re thinking about making alterations or improvements to your home, such as putting up a garden shed, replacing a door or having a new kitchen fitted please bear in mind that you MUST let us know about the work you intend to carry out by completing an alterations/improvements form. Approval to undertake such alterations or improvements will not be withheld unreasonably but we may refuse some works or grant approval subject to certain conditions where these are considered necessary. The following is a list of the type of things that may be approved: Installation of an electric shower over the bath or replacement sanitary ware Installation of additional electrical sockets (may be subject to building warrant approval in addition to landlord consent) Laying of patios or other alterations in back and front gardens Replacement gas fire where one exists Replacement of internal doors Installation of satellite dishes, receivers, aerials Erection of garden sheds/garage Erection of boundary fences in back gardens Provision of laminate flooring The following is a list of things for which approval will not be granted: Installation of new gas fire where none exists Changing external paint work Fitting of polystyrene tiles Any work involving structural alterations
Some works may be subject to conditions including the need to obtain planning or building warrant consent in addition to Ayrshire Housing’s consent. Conditions will also be imposed regarding the need to obtain the services of qualified tradesmen for gas and electrical works. Do you want to carry out an alteration or improvement? Please contact the office for a form or advice. Remember you can only start the works after you have received a letter from the association confirming approval of the proposed alteration or improvement.
5
MUTUAL EXCHANGE WEBSITE If you’re an Ayrshire Housing tenant and looking to swap, we have a new Mutual Exchange website. To register, you must have a valid email address. Simply log on to www.housingonline.org.uk/exchange Once signed in you can create your advert and search other properties. You can add photos of your home too! If you don’t have an email address and aren't sure how to create one, just call the office on 01292 880120 and make an appointment. Our reception staff will be more than happy to help set one up for you!
STAFF NEWS We would like to introduce two of our newest members of staff! Kirsty Broadfoot pictured left, who is our new part time receptionist and Joan Calderwood pictured right, who is our new Housing Assistant. We wish them both a warm welcome!
HALLOWEEN COMPETITION WINNER! In our Autumn Newsletter we held a Halloween colouring in competition and we are pleased to announce Kevin Young of Mossgiel Road, Ayr as the winner! Pictured left is Kevin with our Director Jim receiving his £20 gift voucher he chose for spending in Toytown! Thank you for all the other entries! Throughout the year we hope to run more competitions for you to take part in so look out for them in the forthcoming Newsletters!
6
www.ayrshirehousing.org.uk Text Message - 07527360360
YOUR STORIES! June Rorison of Blackfriars Court, Ayr started painting around 2 years ago. After being introduced by a friend to the TV programme, The Joy of Painting, June decided to give oil painting a try and now enjoys painting in her spare time. Pictured left are a couple of examples of her artwork. June explained that she finds painting very relaxing and paints purely from imagination. So far a few pieces have been sold and she hopes to go on and paint more this year! If you have a talent you wish to tell us about and want it mentioned in our next Newsletter, email your details to Amy at a.fowler@ayrshirehousing.org.uk or you can write to us at Ayrshire Housing, 119 Main Street, Ayr KA8 8BX.
GARDEN COMPETITION 2017 Entry Form
PET COMPETITION 2017 Entry Form
Spring has arrived and its time to get your gardening gloves on and head out into the garden! If you’re a keen gardener and love to have a well kept garden why not enter out Garden Competition! You could be in for the chance of winning a £50 voucher or engraved garden tools! Just complete and return this entry form to us.
It is time for our ever popular Pet of the Year Competition. To enter send along a picture of your pet with an explanation of why they deserve to win.
NAME .................................................. ADDRESS .................................................. .................................................. .................................................. PHONE ..................................................
Name
__________________________________
Address
__________________________________ __________________________________
Tel/Email
__________________________________
Pet Breed
__________________________________
Pet Name _______________________________
Please tick the following box for your entry:Garden Shared Garden
Container Window Box
Ruby, our PR Guru, wants to hear from you! You can also email your photos with a story! ruby@ayrshirehousing.org.uk
HOUSING (SCOTLAND) ACT 2014
Below is the summary of the key provisions and any changes required to our policies. ALLOCATIONS – The Act requires us to give “Reasonable Preference” to 3 defined categories of applicants. The 3 Categories are:
Homeless persons and persons threatened with homelessness. People who are living in unsatisfactory housing and who have unmet housing needs. Tenants of social landlords who are under-occupying their homes.
Do we give reasonable preference to homeless persons? – Yes, currently our points assessment scheme awards points for being statutorily homeless or not having security of tenure. Also, we have a protocol in place with the local authority for homeless referrals. People living in “unsatisfactory housing” and who have “unmet housing needs”? – Yes, we award points for a range of circumstances including overcrowding, lack of amenities or disrepair, ill-health, disability, harassment and domestic or other abuse, and to be nearer support from family or others. Under-occupation – Yes, the current policy allows for points for under-occupation. In general terms, our current pointing scheme and selection processes provides for “reasonable preference” to be given to the 3 categories listed in the Act and therefore no changes to our current policy are required as a result of the “Reasonable Preference” provisions in the Act.
TAKING PROPERTY OWNERSHIP INTO ACCOUNT The 2014 Act now allows landlords to take account of property ownership when deciding on priority for allocations but not in the following circumstances:
Where owner cannot secure entry to the property e.g. where it would be unsafe or insecure. Where there could be abuse from an occupant or resident. Where there could be abuse from someone who previously resided with the applicant either in the property owned or elsewhere. Where occupation of the property might endanger the health of the occupant and no reasonable steps can be taken to prevent that risk.
Ayrshire Housing’s general approach has always been to focus on the housing needs of the occupants rather than the tenure. Actual numbers of owners housed by Ayrshire Housing is extremely low and there is no real evidence which indicates that other applicants in housing need (non-owners) are being bypassed or missing out on access to our housing. RESIDENCY The 2014 Act states that landlords cannot take into account the length of time an applicant has lived in their area. Our current policy meets this requirement and no changes are therefore required.
RENT ARREARS OR OTHER OUTSTANDING LIABILITIES RELATED TO A TENANCY
The Act allows for a landlord to take into account outstanding tenancy related debts including rent arrears but not in the following circumstances:
Where the arrears amount to no more than one month’s rent. Where the applicant has an arrangement to repay the debt agreed with the landlord and has kept to that arrangement for at least 3 months and is continuing to make the payments. Where the previous tenancy related debts are no longer outstanding. Where the debts related to a tenancy of a property where the applicant is not, and was not when the debts were accrued, the tenant of the property.
Our current policy meets these requirements and no changes are therefore required.
AGE Landlords generally cannot take the age of an applicant into account, provided that the applicant is 16 years of age or older. We already meet this provision. INCOME Landlords cannot take into account the income of the applicant or their household when allocating houses. We adhere to this requirement therefore no change to our policy is required as a result. ALLOCATIONS – SUSPENSIONS The Act clarifies the circumstances where a social landlord can suspend an applicant from receiving an offer of housing. These include the following:
Antisocial behaviour (including antisocial behaviour towards staff). Previous convictions (for using or allowing a house to be used for immoral or illegal purposes or a conviction for an offence that could have resulted in imprisonment in or in the vicinity of a house occupied by the applicant). The applicant has had a property repossessed either by court order or through abandonment. Rent arrears above a certain level and no repayment arrangement being maintained. Providing false information to obtain a tenancy. Refusals of previous offers.
It is proposed that our policy is amended to allow for the exercise of these grounds for suspending applicants from receiving an offer. ASSIGNATIONS, SUBLETTING, JOINT TENANCIES AND SUCCESSION There are some very important changes to the provisions covering assignations, subletting and joint tenancy applications. The Act specifies that there is to be a 12 month qualifying period for people who want to assign, sublet or become a joint tenancy. They must have been living in the property for at least 12 months as their only or principal home. For applications to succeed to a tenancy following the death of the previous tenant the current 6 month qualifying period for co-habiting couples who are not spouses or civil partners is increased to 12 months. The 12 month qualifying period also applies to family members and carers who might have the right to succeed. In all cases the landlord must have been notified that the person had moved in to or was living in the property. The 12 month qualifying period only begins when the person in question or the tenant notifies the landlord. We will amend our policies covering assignations, subletting, joint tenancies and successions to reflect these new provisions. A number of our other housing management and maintenance policies are being reviewed and updated but for most of them these involve very minor procedural changes which will not significantly alter the general aims and objectives of each of these policies. The following is a list of the policies subject to such reviews:
Successions Policy Mutual Exchange Policy Estate Management Policy Aids and Adaptations Policy Abandoned Tenancies Policy Void Management Policy
If you wish any further information regarding any of these policies or reviews please contact us and we will be happy to provide more details regarding these reviews.
AYRSHIRE HOUSING TENANT SATISFACTION SURVEY RESULTS 2016 During November and December 2016, Ayrshire Housing invited Knowledge Partnership, an independent market research company, to carry out a tenant satisfaction survey to establish how tenants feel about our services and where we might be able to do better. A total of 580 tenants (40%) from all housing areas were interviewed in their homes, and as the survey analysis is now complete, Knowledge Partnership has prepared the following results summary. If you would like to find out more about the survey, please contact David McGivern, Head of Housing Services, Ayrshire Housing on 01292 880120. Overall Satisfaction
Your Neighbourhood
Taking everything into account, 92% of tenants are satisfied with the service provided by Ayrshire Housing. This is a very good result and compares favourably with other social housing landlords that we have surveyed.
Nine in ten tenants (91%) are satisfied with the way in which Ayrshire Housing manages their neighbourhood. This is a positive finding that compares well with the results for other landlords.
Overall Satisfaction with Services
Neighbourhood Management
60% 50% 40% 30% 20% 10% 0%
54% 38% 4%
3%
1%
60% 50% 40% 30% 20% 10% 0%
51%
40% 4%
4%
1%
The Repairs Service
Housing Quality
Most studies indicate that ‘effective repairs’ are tenants’ number one priority when it comes to rating landlord services. In the case of Ayrshire Housing’s housing repairs, tenants say that they are largely satisfied (92%) with this key service.
On balance, 88% of tenants are satisfied with the quality of their home. This is a good result overall, although analysis indicates that tenants living in 4 in a block houses are less likely to be satisfied than the majority.
Fairly dissatisfied, 3% Neithernor, 3%
The Repairs Service
Very dissatisfied, 2%
Quality of Housing Very satisfied
49%
Fairly satisfied Fairly satisfied, 28%
Very satisfied, 64%
39%
Neither-nor
5%
Fairly dissatisfied
6%
Very dissatisfied
1% 0%
20%
40%
60%
As well as asking tenants about their home and services such as repairs, the survey also explored how effectively you feel that Ayrshire Housing keeps you informed and involved as a tenant. In addition, as rent payers, Ayrshire Housing needs to know whether the services they provide you with are value for money. We present the results for these three aspects of the survey below. Information on Services and Decisions
Tenant Opportunities to Participate in Decisions
Our tenant survey has revealed that 93% agree that the information provided by Ayrshire Housing in relation to housing services and decisions is either very or fairly good. This is a positive result and matches the performance of other landlords we have surveyed.
On balance, 83% of tenants are satisfied with the opportunities they have for participating in the housing decisions of Ayrshire Housing. This is a good result and represents an increase on the figure reported during the last survey and is a slightly better figure than the Scottish average.
Information Provided
Tenant Participaiton
Neithernor, 6%
60% 50%
49%
40%
34%
30% 16%
20% Fairly good, 38%
10%
Verygood, 55%
1%
0%
1%
Is Rent Paid Value for Money? Tenants clearly need to feel that the rent they pay to Ayrshire Housing represents value for money for the housing and related services they receive. As illustrated, value for money is higher amongst Ayrshire Housing tenants (87%) than the Scottish housing average and is also improved on the last survey in 2013 (82%).
% Tenants' Views on Value for Money 100% 90%
3% 2% 13%
4% 2% 7%
80% 70% 60%
39%
2% 6% 13%
42%
Fairly poor 46%
50%
Neither-or Fairly good
40% 30% 20%
Very poor
43%
45%
2013
2016
10%
Very good 33%
0% Scottish average all social housing
NEXT STEPS Ayrshire Housing’s Staff Team is currently reviewing the survey report. They will use the information it contains to assess their performance overall including identifying areas for improvement across key services such as repairs, and housing quality. Staff at Ayrshire Housing can provide you with further details. Thanks to those tenants that participated in the survey. Alan Kennedy Knowledge Partnership