Cornwall Council€¦ · Web viewCornwall Housing Tenant-led Scrutiny Panel ‘Does void turnaround meet published target figures and are properties let meeting the Re-Let Standard?’

Cornwall Housing Tenant-led Scrutiny Panel

‘Does void turnaround meet published target figures and

are properties let meeting the Re-Let Standard?’

A Scrutiny Panel Report

February 2013

Contents

PageSummary 4

Introduction 5

Context 7

Methodology – Scrutiny Activities 9

Findings from the Activities 10

Conclusions 23

Recommendations 25

Action Plan 27

Appendices

Appendix A - Surveys 28 - 38Appendix B - Scrutiny Work Plan 39 - 43Appendix C - Voids Re-Let Policy 44 – 71Appendix D - Cleaning to a Lettable Standard 72 – 73

Tenancy Scrutiny Exercise 74 - 95

Scrutiny Panel Report 2

Acknowledgements

Cornwall Housing Tenants’ Scrutiny Panel would like to thank everyone who helped in compiling this report. During this, our pilot scrutiny exercise, we have been able to formalise our approach to scrutiny and put in place tools and systems which will help us to carry out scrutiny in future.

We faced some difficult challenges as we explored our scrutiny question: we had to operate in an environment of change within Cornwall Housing, and try and make sense of some of the information provided as the Organisation moved from its legacy arrangements to a unified way of delivering service.

With the help of the many members of staff who co-operated in the scrutiny exercise we feel we have overcome these challenges. We have produced a report which will assist the Board of Cornwall Housing to assess how it should implement change in making properties ready to let.

We would like to offer a special thank you to the many tenants who took the time to be interviewed, to respond to our survey and to offer their views on how tenant satisfaction could be improved on moving into a new home.


Summary

Cornwall Housing has established a Tenant-led Scrutiny Panel designed to assist in the co-regulatory approach to promoting continuous improvement in service delivery and governance. Cornwall Housing is a relatively new organisation which is implementing a major programme of reviewing services, structures and strategies to ensure that excellent provision of services is consistent for all customers. This major review is taking place in an environment of sweeping changes in the way that social housing operates and is funded.

The Scrutiny question addressed in this report is: does void turnaround meet published target figures and are properties let meeting the letting standard? The main purpose in asking this question was to assess if published policies and practice matches the tenant experience. To help support the introduction of Scrutiny a comprehensive training programme for Panel members was delivered at key stages of its introduction.

The Panel designed a Scrutiny Plan so that a number of different activities were used to test key lines of enquiry. Activities included, desk top reviews of policies, work shadowing, surveys, interviews and inspections.

The main findings of the report conclude that a percentage of properties are not being let to the Void and Re-let Standard prior to the tenant occupying the property. In addition void properties were not cleaned to meet the published standard.

An important finding of the report was that standards were not consistently applied across both geographical and historical management areas, for example, cleaning standards. Only about 50% of tenants who participated in the Scrutiny exercise were aware of the Re-let standard. Even less knew of its contents.

A major concern was that there is inconsistency in the way decorating vouchers are issued and the Panel recommended a review of this aspect of service is carried out.

The report’s recommendations include that a consistent method of checking against the Re-let Standard across Cornwall Housing’s stock needs to be adopted and implemented to improve quality control. In addition the published Cleaning Standard needs to be consistently applied. Risk assessments should be carried out for the removal of dangerous substances and fire arms from properties.

1. Introduction


Cornwall Housing has established a Tenant-led Scrutiny Panel designed to assist in the co-regulatory approach to promoting continuous improvement in service delivery and governance of the organisation. In equal partnership with the Board of Management, the Scrutiny Panel will play an important role in recommending action for enhanced performance.

As a pilot scrutiny exercise Panel members chose a topic that they felt would provide useful learning to inform future scrutiny exercises. They also selected the topic which they felt would provide useful information for the Board, improve value for money and benefit a wide range of tenants.

The Scrutiny question addressed in this report is:

Scrutiny Question: Does void turnaround meet published target figures and are properties let meeting the letting standard?

Purpose: To assess if published policies and practice matches the tenant experience.

Timescale: the investigation will take place over seven months, from July 2012 to February 2013

Although the timescale appears to be somewhat lengthy, this initial Scrutiny exercise enabled the development of the approach and systems Cornwall Housing would take towards implementing scrutiny in the future. For example, the formalisation of response timescales for information requests and lines of communication were negotiated and adopted in the early stages of the exercise, as were the Code of Conduct and access to resources and support.

A comprehensive training programme for Panel members was also delivered at key stages of the Scrutiny exercise, so that members could effectively evaluate the evidence as they gathered it.

The scope of the scrutiny and the scrutiny activities were detailed within the Scrutiny Plan (see appendix B for the plan).

Details of the Re-let standard can be accessed in the service standard document (see appendix C). The main aspects of this standard, however are the levels to which the property should be cleaned and decorated – or decorating vouchers issued – and the


property being in a good state of repair and having the necessary health and safety checks and utility certificates issued, for example gas safety certificate.


2. Context

Cornwall Housing is an Arms Length Management Organisation which delivers housing and some general fund services across many communities within the County. It provides services for 12,186 tenants within 10,500 properties from three service bases.

Cornwall Housing is a relatively new organisation that has built on the strengths of its predecessors to design a service and governance structure to meet the needs and aspirations of the tenants it serves. Like any new organisation that has brought several other organisations into one umbrella body, Cornwall Housing is operating in an environment of change, attempting to preserve best practice and integrate that into the new organisation. There are, however, still some practices which are quite different across the County.

One of the major issues facing Cornwall Housing is that different parts of the organisation are using different systems, procedures and service delivery mechanisms. For example, different computer systems are used within different parts of the organisation, some services in one area are delivered in-house and in other parts by contractors and there is inconsistent stock condition data. These differences presented some difficulty for the Scrutiny Panel in carrying out the scrutiny exercise. Within this report ‘legacy’ practices are referred to as being those approaches to service carried out differently within a specific area.

To overcome these difficulties Cornwall Housing is implementing a major programme of reviewing services, structures and strategies to ensure that excellent provision of services is consistent for all customers. This major review is taking place in an environment of sweeping changes in the way that social housing operates and is funded. External impacts that the Scrutiny Panel considered in carrying out the review include changes in Welfare Benefits, which may affect the rental income stream and the changes to the way social housing is regulated.

The Panel recognises that the way that void properties are brought up to the Re-let standard varies across the County, for example, there are quite different arrangements for cleaning void properties in the three legacy areas. (See cleaning standard at Appendix D.) Members observed many robust and effective working practices being implemented, however as times and technology changes there is room for improvement.

The changes in regulation bring the importance and role of tenant scrutiny into sharp focus. All of this means that effective tenant scrutiny is of even greater importance to ensure the success of the


co-regulatory approach, the protection of consumer standards and to drive continuous service improvement.


3. Methodology – Scrutiny Activities

Once the Scrutiny question had been decided upon a method of assessing if the tenant experience of service delivery matched the published policies and practices had to be designed. The Panel designed a Scrutiny Plan so that a number of different activities were used to test key lines of enquiry. Activities included:

Panel briefing by Service Manager on Cornish Homes Standard, turnaround policy and targets

Desk top review of policies, procedures, performance information, void standards that are being used in each area, turnaround times, current practices, Cornish housing standard

Desktop review of information regarding repairs reported within 6 month of tenant(s) moving into a property

Shadowing void Inspector and repairs team to gain a deeper understanding of how practice is implemented

Conducting void Inspections, three each in the SE, NE and Mid Cornwall area

An assessment of Performance Indicators/Information to evaluate if targets are being met and to benchmark performance against a number of other organisations

Conducting eight face-to-face tenant interviews, four from the east and four from the west to assess the new tenant experience

Assessment of details gathered during the Housing Officer Post occupancy visit

Design and carry out a survey of 400 tenants, asking them about their experience of moving into their new home.

These actiivities were carried out by members of the Scrutiny Panel who received training and support in the skills necessary to be objective and analytical.

The fact that all members of the Scrutiny Panel are tenants means that they are able to have an insight into some of the issues effecting council property management. In addition they are able to communicate well with existing tenants who may feel more open and relaxed about discussing issues relating to their homes. Members were also equipped with appropriate idenfication badges to ease the process of interviewing other tenants.

The Panel were given full access to Housing Management staff and appropriate records, however not all information was readily available which has resulted in the report taking more time to compile.


4. Findings from the Activities

4.1 Briefing by Service Heads

The briefing was given by the Service Managers within the Asset Groups in East and Mid Cornwall. In attendance were Tony Studden and David Dobbs, representing the East, and David Fahrenback from Mid Cornwall.

The beneficial aims of the Scrutiny Panel were explained by Tania Horrocks, as the Officer who supports the Panel and in response Tony Studden stated that the Managers welcomed this as there were many changes afoot across the County. His overview detailed some of these changes and challenges. For example, the difference between stock conditions across the County, and operational differences, which would have to be reconciled in both the short and medium term.

David Dobbs then outlined the voids process in the East.

David Fahrenback gave an overview of the voids process in Mid Cornwall.

This proved to be an informative and encouraging meeting. The briefing helped the Scrutiny Panel to understand the differing ways in which the service is delivered in the East and Mid Cornwall and the need for them to be reconciled so that all tenants receive an equally good service.

4.2 Desk Top Review of Policies, Procedures, Performance

The Panel conducted a desk top review of:

The Re-let standard The cleaning standard for void properties The process for issuing decorating vouchers Void turn around performance.

The purpose of the desk top review was to enable the Scrutiny Panel members to gain an understanding of the relevant documents and procedures to which the Housing Management staff were working. This provided Scutiny Panel members with the background necessary for them to effectively conduct the scrutiny.

4.3 Desk Top Review of Information regarding repairs reported by tenants within six months of moving into their home (Please see report no. SPR001)


Members of the Tenant Scrutiny Panel carried out an analysis of Post Occupancy Visits and two years of information showing the repairs that have been reported in the first six months of a tenant moving into their new home.

The presentation of information was different between the East area and the Mid Cornwall area and it proved difficult to extract data from each area that could be used to obtain a comparison. Although in the Mid Cornwall area it was possible to find that the tenants of some properties had reported up to eighteen repairs within the first six months of tenancy, it was not possible to get similar information for the East area. The post-tenancy information was also complicated and although it could be seen that where tenants had received a visit they were mostly happy, the information was unclear and inconsistant and would be difficult therefore to use to scrutinise performance.

4.4 Shadowing Void Inspector

A member of the Scrutiny Panel shadowed Void Inspectors in the East and Mid areas as they carried out nine void inspections. The following describes the main points which emerged during the shadowing exercise.

Property 1 pre-void inspection, 17th August 2012. The Voids Inspector suspected asbestos was present in the property and as a consequence proposed a two month void period to carry out the necessary work. The presence of asbestos was confirmed by a test: in addition other major works were completed. The post void inspection was carried out on 17th October, some minor issues were still outstanding. Please see report no. SPR002.

Property 2, 17th August 2012. The Panel member and the Inspector were unable to perform a pre-void inspection due to the condition of the property as human waste was present and a deep clean proposed before works should commence. At the post void inspection on 12th October the property failed inspection because it did not meet the standard. Please see report no. SPR003.

This photograph was taken when property 2 was ready to let. The sink had been cleaned, but the plug was covered in filth.


Again this photograph is from property 2. The radiator casing had been cleaned but speckles of dirt, which may be human waste can be seen lying inside the casing.

Worktop scratched and to a poor standard.

Property 3 post void inspection 23rd August 2012. The property was passed by the Inspector, despite having cracked window glass. There were also issues with cleaning. The property was void from 12th January 2012 to date of inspection. It was used by Contractors as a base to carry out Health and Safety Executive requirements whilst works were carried out on the estate. No legionella risk assessment or mitigation was carried out before the property was Re-let.Property 4, 22nd August 2012, upon checking the property the Void Inspector had to contact a certified gas fitter as the gas bayonet had not been removed from the cooker point. The inspection, according to the procedure should only happen when the gas and electricity safety certificates have been issued, yet how could a certificate have been issued when the bayonet was still in place and uncapped? On checking the gas safety certificate it was issued on the same date as the void inspection, that is 22nd August 2012.Eastern Region

Property 1 post void inspection 20th September 2012. There was a cracked tile in the kitchen and a dirty lamp fitting.

Property 2, retirement flat in warden assisted complex, 22nd August 2012 pre void inspection. Void Inspector proposed passing the property in its present condition despite it being carpeted throughout, including toilet mat and bath mat. There were also some holes from picture hooks in walls.

Property 3, 22nd August 2012 pre-void inspection. The property had new replacement double glazing, there was no forced ventilation in


kitchen, no trickle vents in any room except bathroom, no vent in bedroom despite gas boiler fitted in cupboard with large vents to room. This raised the question of whether or not trickle vents are fitted as standard across Cornwall Housing’s stock.

Property 4, 28th November 2012. The shower switch is too close to the bath. In the current BS7671 the shower switch shouldn't be within 600mm horizontally of the bath. The contractor issued a ‘Domestic Electrical Condition Report’ on 23rd November 2012 and made no mention of this switch. This does not alter the fact that this is an obvious health and safety issue and needs to be corrected, and such issues should be noted during voids and brought up to current specification.

Shower switch too close to the bath

4.5 Conducting Void InspectionsMembers of the Tenant Scrutiny Panel carried out an analysis of the Void inspection sheets for nine properties across the area. The results are as follows:Truro, Property 1 Passed all area inspection. The ‘work after void’ sheet had three outstanding jobs that will not be done until after the tenant has moved in, this is a procedure used in the Mid area. All work completed to the required standards. Please see report no. SPR004Truro, Property 2 Major work was not required as this property became void, however, the work still took 9 weeks to complete. It was still not ready for the Voids Inspector or the Scrutiny Panel member to inspect at the agreed time, but the scrutiny still went ahead. The property failed the inspection because there was a hole in the lounge door, the shower tray was stained and there were very large gaps around the shower screen and wall. A fuse box in the bathroom had a hole in the pattress box where a cable had been removed and also a socket in the lounge had the same fault, yet the property had been certified as safe by the Electrical Contractor. Please see report no. SPR003 for further details of outstanding issues


Pictures taken at Hynkins Close

New bathroom, adapted for tenant with


Limited mobility. Ref SPR006


Falmouth Property passed inspection but had outstanding work that needed to be done before the tenant moved in. Although the property was cleaned to a high standard it would not have taken much more effort for the work to have been completed. Please see report no. SPR005Penryn A number of issues outstanding and work to complete. Although the property met the standard it was not clean enough, for example the drawers in the kitchen had food debris still in them. The property should have been more thoroughly inspected. Please see report no. SPR006Bodmin Property 1 Property had been passed but outside the communal areas were poor, this should have been taken into consideration in the inspection. In addition toe nail cuttings were found in the living room. Please see report no. SPR007Bodmin Property 2 The property was passed but it was not clean, for example the toilet was badly stained and the seat was dirty, the handbasin was marked. The outside paths were covered in moss and as a result were slippery. This may have made the property hard to let. However, a later interview with the tenant revealed that work had also not been completed before the tenant moved in. Please see report no. SPR008Bodmin Property 3 Cleaned to a high standard and a good property. Please see report no. SPR009No-Mans-Land Property 1 A number of outstanding issues and work not completed. Please see report no. SPR010Liskeard A number of outstanding issues and décor not completed, unsure if decorating vouchers were offered. Please see report no. SPR011

4.6 Performance Information – Average Re-let Times

The Scrutiny Panel carried out an analysis of the method used to calculate void turn around and the average time it takes so that Members could inform their thinking on the scrutiny question.

Calculation:

Total void time less time for major works divided by the number of properties Re-let over a specified period of time.

Definition


The void period is the number of calendar days including the day after the old tenancy ends right through to, and including, the day before the new tenancy starts.

Where the property is undergoing “major works” the void period should start the day after the old tenancy terminates, and end on the day before a decision is made that it is a “major works” void. It starts again from the day after major works are completed and ends the day before the new tenancy start date.

Where the tenancy termination date is a Sunday and the tenancy commencement date is the following Monday (the next day) the number of days vacant is zero. Where a notice has been served, the tenancy will not count as ended until the notice period has ended and the landlord has possession of the property.

Excluded properties: Those let through mutual exchanges Those where the landlord has made a formal decision to sell or

demolish.

Below are the performance figures for the last financial year:

Results for 2011-12 Mid Cornwall 16.9 calendar days East Cornwall 22.1 calendar days

Major works

A void should be classed as a ‘major works’ void only if an existing tenant would have had to be decanted in order for the works to take place.

“Major works” means:

Structural works – which includes doors/walls/roofs; Site works to remedy the safety and security of tenants

(asbestos removal etc); Works to basic amenities (gas/electricity/heating) only where

lacking; Consequential works as a result of major works; Fire and flood.

Major works is not defined on a cost basis.

The measure defined above is used nationally by most LAs, ALMOs and HAs. Its definition, particularly around what constitutes major works, was always confusing. However, Housemark (the national


benchmarking organisation) rationalised this a few years ago so that the definition shown above is now agreed and accepted.

Since then the question of excluding time spent on major works has been discussed by Housemark members. An alternative measure: End-to-end Re-let time (the total time taken to Re-let irrespective of type of works done) has been proposed. For ALMOs, Housemark will include this as an option alongside the existing measure from September 2012-13. Cornwall Housing will consider this alternative as part of the work to agree performance measures for the new balanced scorecards.

The way in which Cornwall Housing measures turnaround times is under review. The Housemark method is the method that Carrick housing used. It may be used by Cornwall Housing going forward.

4.7 Face-to-Face Interviews

Using the same survey questions, face-to-face interviews were conducted by members of the Tenant Scrutiny Panel with a small number of tenants across the area. The tenants were asked to recall their experiences of moving into their properties and the condition they found them in. The results are summarised as follows:Wadebridge – interview with a vulnerable tenant – not able to make a judgement. The tenant found it difficult to understand the questions. Overall the flat appeared to be in good order. Please see report no. SPR012Falmouth – Man interviewed stated that he was 100% satisfied with the property. Judgement – lettable standard met. Please see report no. SPR013Liskeard (sheltered accommodation) – older couple, property not decorated and no vouchers received. Broken cupboards when they moved in. They were frustrated with the service from contractors. Judgement – work should have been monitored and the property decorated before let. Tenants were not aware of the letting standard. Please see report no. SPR014Bodmin – Cleaning problems, not well decorated. Faeces on bedroom carpet. Please see report no. SPR015Mid Cornwall – Badly lit pathways to entrance. Live woodworm in property, only part of the infestation dealt with. Please see report no. SPR016At least two of the five respondants were not aware of the minimum Re-let standard for properties, although one respondant had heard of the standard they did not know what it was. This roughly reflects the findings of the survey.


In terms of decoration, four of the five respondants (80%) indicated that their properties were not clean or well decorated which is a much higher proportion than those in the survey, which was approximately 50%. Although this may have been the result of the random sample it could also indicate that the tenants were more prepared to express their views in a one-to-one interview with other tenants.At least three of the five respondants stated that their property had other outstanding issues which they felt should have been addressed before they moved in. Again this figure corresponds with the findings of the survey that showed overall over half the respondants had issues about the cleanliness, decoration and condition of their properties. Two of the five respondants stated that they were offered decorating vouchers which again corresponds to the findings in the survey.

4.8 Survey – Appendix A

The Scrutiny Panel carried out postal, web and telephone surveys involving approximately 400 tenants. In total 165 people responded, giving a response rate of around 41%. Just over half of those who disclosed their gender (56%), were female and 44% were male. The largest single age group of respondents were aged 65 and over, who accounted for a third of all repondents. The lowest age group was the 18 to 24 age range, who accounted for less than 6% of all respondents.

Tenants were asked if they were aware that there is a minimum standard that properties must reach before they are let. From 161 reponses to this question 89 people (55%) said that they were aware that there was a minimum standard that properties must reach, and 72 people (45%) stated that they were not aware. This shows that almost half of the tenants were unaware of the existance of the Re-let standard.

Tenants were asked about the condition of their home when they moved in. Forty-nine percent of people felt their property was clean and well decorated. Thirty-one percent felt their property was clean but not well decorated, and 7% felt their property was decorated but not clean. Thirteen-percent had other issues about their home. Although overall almost half of the tenants would appear to be relatively happy with the condition of the property, over half have issues concerning decoration, cleanliness and repairs.

Tenants were asked if they were offered decorating vouchers. Fifty-six percent said they were offered vouchers when they moved in. Forty-four percent said they were not. This relatively even split


suggests that there maybe inconsistancies in the way in which vouchers are distributed.

Tenants were asked if the fixtures and fittings of the property were in good repair and working order when they moved in. Sixty-five percent stated that they were satisfied with the condition of the fixtures and fittings, 35% stated that they were not. Although the majority of respondants were satisfied with the condition of the fixture and fittings, a sizeable minority still had issues.

Tenants were asked if their electricity, gas and water supplies were connected and safe. Ninety-three percent stated that their utilities were connected and in a safe condition. Seven-percent stated that they were not. Whilst the overwhelming majority of tenants understood their utilities to be connected and safe, the 7% who did not feel this was the case represent a large minority in this particular area.

Soil pipe in bedroom Cupboard . Ref SPR003

Ref SPR003


Tenants were asked if there was any work outstanding and if so, how long they waited for it to be completed to their satisfaction. Of those with outstanding work, 40% waited one to two weeks for the work to be completed, 15% waited two to four weeks and 45% waited longer.

Tenants were asked whether their garden was neat and tidy when they moved into their home. Forty-seven percent said their garden was neat and tidy and 53% said it was not.

Overall the survey shows that not enough tenants are aware of the minimum standard properties much reach before being let. There are inconsistancies in the way in which decoration vouchers are issued and the general cleanliness standards of properties. Inspections are not thorough or robust enough to adequately pick up problems, particularly with the connection of utilities and the length of time tenants have to wait for work to be completed.

See Appendix A for more detailed information relating to the survey.

4.9 Health and Safety Hazards

4.9.1Legionella Risk Assessments for voids

Legionella controls in both regions currently run to a ‘policy statement’ on legionella and a ‘general risk assessment’ that mentions domestic properties but does not identify voids as a risk. In general, CHL are complying with the law in respect of Legionella, but are not treating void properties as a specific risk.Any void property becomes a risk as all water in the system becomes ambient and may reach the risk temperatures for Legionella to breed at 20 to 50 degrees Centigrade. As many voids become ‘major works’ and can become empty for two to three months, and in some cases much longer, the risk from Legionella multiplies with time.

The Panel identified that currently the risk assessment is not treated as a live document (with respect to voids) as specified in BS 8580:2010, and that CHL should conduct a risk assessment on all


void premises, and have an active program of mitigation and control which is properly recorded.

Legionella risk assessment is a legal requirement under the Health and Safety at Work Act 1974, The Management of Health and Safety at Work Regulations 1999 and the Control of Substances Hazardous to Health Regulations 2002, which make specific requirements for risk assessment. The control of Legionella in water systems is specified in ACoP L8.

Links

http://www.hse.gov.uk/legionnaires/faqs.htm#Landlordhttp://www.hpa.org.uk/HPA/Topics/InfectiousDiseases/InfectionsAZ/1191942128205/

4.9.2 Removal of Guns, Explosives and Drugs from void properties

During a shadowing exercise, a Panel Member was made aware that it is now not uncommon for Voids Inspectors to find weapons, hazardous substances or drugs manufacturing paraphanalia in the property. The Member was provided with photographic evidence of this occurrence.

A weapons cache discovered last year in the eastern region

Anecdotal evidence suggests that the police are unwilling or unable to deal with these finds in a speedy and effective manner, and that in two cases, the Voids Officer had to carry the weapons in his own car to the police station. The risk to public safety and health and safety implications of this action are obvious.There seems to be no policy, risk assessment or methodology that allows a voids inspector to deal with this situation in a safe and auditable manner.

4.9.3 Lone Working


http://www.hpa.org.uk/HPA/Topics/InfectiousDiseases/InfectionsAZ/1191942128205/

http://www.hpa.org.uk/HPA/Topics/InfectiousDiseases/InfectionsAZ/1191942128205/

http://www.hse.gov.uk/legionnaires/faqs.htm#Landlord

Officers visit void properties, usually, on their own, and there does not seem to be a system in place to monitor the whereabouts and safety of those officers. Some of the properties that were inspected were in a dangerous condition (the firearms finds have already been referred to), and there are other possibilities whereby an officer could get into difficulties when inspecting voids. If an officer had an accident, or a fall, or encountered criminal activity or persons who wished him harm and he was unable to use a mobile telephone to call for help, how quickly could help reach that officer? This is a more serious problem in the East, due to the remoteness of some of the housing locations, but again, a common policy and methodology should be adopted by CHL to cover the whole region.


5. Conclusions

5.1 A percentage of properties are not being let to the Void and Re-let Standard prior to the tenant occupying the property.

5.2 Void properties were not cleaned to meet the published standard. The outside of some properties had not been inspected for damage, for example, guttering.

5.3 Standards were not consistently applied across both areas, for example, cleaning standards.

5.4 Only about 50% of tenants who participated in the Scrutiny exercise were aware of the Re-let standard. Even less knew of its contents.

5.5 There is inconsistency in the way decorating vouchers are issued.

5.6 There are inconsistencies in decorating standards, which are open to interpretation by Housing Officers who use there own discretion. This causes inconsistencies across the two areas.

5.7 Within the two management areas there are inconsistencies in the way the voids are recorded.

5.8 There are failings in the way gas and electric safety certificates are issued. On a limited number of occasions a gas/electrical certificate had been issued, and then when the property was inspected faults were found. This meant that the gas/electric engineer had to be called back to rectify the faults. The procedure is that certificates are issued before the post void inspection and this should have ensured that no faults were present at that time.

5.9 Void Inspectors issue work sheets to contractors to carry out specific work on void properties. However, once this work has been completed and the work is still not to a good standard, the contractor fails to contact the Void Inspectors for further instruction.

5.10 The Panel concluded that more monitoring should be carried out during the void period to avoid work being carried over in to the tenancy. Quite often the void inspection when the property is ready to be let found that further work was required and therefore would need to be carried out whilst the property was occupied to minimise rental loss. This causes unnecessary stress for the new tenants. The voids deadline at present is 17 days. This means that if it receives a late inspection and additional work is necessary, this will have to


be completed during occupancy, causing inconvenience to the tenant. More emphasis is given to the time allocation and loss of rental income than to the tenants. This needs to be addressed.

5.11 The Panel concluded that the risks involved in letting properties without a comprehensive Legionella assessment leaves CHL exposed.

6. Recommendations


6.1 A consistent method of checking against the Re-let Standard across Cornwall Housing’s stock needs to be adopted and implemented to improve quality control.

6.2 The published Cleaning Standard needs to be consistently applied. A consultation exercise with tenants should be carried out with the Voids Inspectors to design and adopt a monitoring system for recording performance against the Standard. Performance information should be reported to the Forums as part of the Contracts monitoring process.

6.3 The Re-let Standard should be consistently applied across Cornwall Homes. The Void Inspectors should work with the Forums to develop effective monitoring systems, which would include the adoption of a unified administrative system, with standard, effective documentation, for example, property packs.

6.4 The information relating to the Re-let Standard should be captured as a short survey form so that new tenants can check the condition of their home against the Standard on moving in. Housing Officers should hand the survey form to the new tenant with the ‘Welcome Pack.’ At the post occupancy visit the Housing Officer would collect the forms and this information would be then be collated. Performance on meeting the Standard should be reported at Forum meetings on a quarterly basis.

6.5 The Panel have some concerns about the use of decorating vouchers, both in the way they are inconsistently issued and the fact that some properties are decorated with a variety of skill level. The Panel recommends that an assessment of ‘value for money’ is carried out on the issue and use of vouchers. It also recommends that a consultation exercise with tenants is co-designed by the Scrutiny Panel and staff to assess the wider body of tenants’ view on this matter.

6.6 See 6.5 above.

6.7 See 6.3 above.

6.8 Gas and electrical safety certificates should be issued before the post void inspection. The Voids Inspectors should include the certificates as part of their newly adopted administrative system. The Void Inspectors should make visual checks on gas and electrical installations and sign them off. All certificates should be included in the sign up pack.


6.9 Contractors and in-house operatives should be directed to contact the Void Inspectors if, when specified work has been carried out, the standard of work or decoration does not meet the Re-let Standard. The Void Inspector should then order further work to bring the property up to the Standard.

6.10 A system of more frequent monitoring of works to bring properties up to the Re-let Standard should be implemented by Void Inspectors.

6.11 The Board should conduct a risk assessment of Cornwall Housing’s approach to monitoring for Legionella.

6.12 The Board should direct officers to conduct a review of how guns, explosives and drugs are removed from void properties.

6.13 A lone working policy for Void Inspectors should be introduced. Void Inspectors vehicles should be fitted with tracker devices that can be monitored from the office, there should be a diary system in place that is accurately recorded, and a responsible person should monitor the voids officers’ whereabouts. A time limit should be set, whereby an officer must report to the responsible person to confirm that he/she has reached the next appointment or has completed the duties of the day. If an officer fails to report, there must be a system in place to locate that officer and confirm his/her safety.

6.14 A property database of the type and location of utilities within each property should be developed on an incremental basis so that prospective tenants can be effectively informed about their location and use. This information should be included in the ‘Welcome Pack.’


Action PlanActivity Purpose Support Who Timescale Comments Completed?

Appendix A

Survey

The survey was conducted using three methods; a postal survey; a web-based survey and a telephone survey.

Question 1

Respondants were asked to identify whether they were male or female.

A total of 156 people responded of which 83 were female (approx. 56%) and 66 male (approx. 44%) showing a gender split of 11%. 7 respondants failed to disclose their gender. This would appear to be a relatively even response in terms of gender and would not suggest any particular bias on this basis.

Question 2

Respondants were asked to state their age range


The largest single age group of respondants is the 65 and over category who account for 33% of all respondants. Of the over 45s, 71% fall into this category, with just 29% under 44 years of age. Apart from the 35 to 40 years category there appears to be a correlation between the older groups and the numbers of respondants, that is the older the age group the more responses received.

In all age categories the highest proportion of responses was received through the postal survey which accounted for 69% of the total number of responses. The web-based survey and the telephone survey had equal numbers of responses. The highest proportion of responses to the postal survey came from the 65 and over category and the 45 to 54 category. The highest proportion of responses to the web-based survey was from the 18 to 24 age range and the lowest response from the 65 and overs. The highest proportion of responses received by the telephone survey came from the 25 to 34 age range with the other categories fairly evenly split.

Question 3

Respondants were asked if they were aware that there is a minimum standard properties must reach before they are let.

From 161 reponses to this question 89 people (55%) said that they were aware that there was a minimum standard that properties must reach. Seventy-two people (45%) stated that they were not aware, a difference of 10%.


The largest ‘yes’ response to this question (65%) came from those people who responded through the postal survey, which we know was the preferred method of response of the 45 to 54 and the 65 and over categories. This may suggest a slight lack of awareness of the standard among the younger age groups but the overall response is still relatively even.Question 4

Respondants were asked if, in their opinion what the condition of their property was when they moved in.

The options given largely contrasted the cleanliness of the property together with the standard of decoration. A further category of ‘other’ was given to cover things like repairs and external issues, etc.


A total of 165 responses was received which showed that 80 people (49%) of people felt their property was clean and well decorated. Fifty-one people (31%) felt their property was clean but not well decorated and 12 people (7%) felt their property was decorated but not clean. Twenty-two people (13%) had other issues about their property. The numbers of responses taken from each of the survey methods suggest that people responded in only one category and did not tend to have multiple issues.

Forty-eight percent of repondants to the postal survey (54 people) felt their property was clean and well decorated whilst 52% (58 people) had some issues about either the decoration, cleanliness or general state of their property. These respondants were invited to provide an explantion of some of their responses and a total of 34 comments were received as follows:


Dirty and not well decorated. Notified CH on a few issues

Kitchen ceiling not fixed after 6 months

Dirty and not decorated, no doors

Tacks left where carpet were Poor quality paint Filthy, issues with ceilings

and floors New Coveing Diabolical Flooring had to be removed No carpets Top of window frame left

unpainted o/s. Elec boiler switch placed so can't use socket

Rubbish left at property Back garden poor condition

and no carpets Bedrooms and hallway

needed redecorating but rest was excellent

Poor standard of work. Ripped flooring. Badly fitting cupboards and doors. Cheap materials used.

bathroom flooring needs glueing

Kitchen floor part tiled part patched.

Complete mess, made him ill and on 3 courses of antibiotics

Very good condition Not clean and not decorated Decoration was tired Poor but was given decorating

vouchers Very Dirty and in need of

decorating throughout + o/s. Decorated themselves Disgusted with kitchen,

mismatched. Floor tiles very poor.

Not even cleaned. In a mess. Like a building site.

Not happy with standards. Cleaning and putting things right from previous tenant

Wasn’t clean or decorated had to rip up carpets

Outside woodwork crumbling Not clean/Not Decorated external surrounds appalling Not clean/Not Decorated Kitchen and bathroom were

both condemned Kitchen floor has glue from

previous covering Stains/smell from carpets had

to be deep cleaned

The comments received may provide a ‘snapshot’ of the kinds of issues felt by some tenants when moving into a property. Although overall 49% of the respondants would appear to be relatively happy with the condition of the property particularly regarding its cleanliness and decoration, 51% have issues which from the comments received concerned decoration, cleanliness and repairs.


Question 5

Respondants were asked if when moving in they were offered decorating vouchers. A total of 160 people reponded across all survey areas as follows:

Fifty-six percent of respondants (89 people) said they were offered vouchers when they moved in. Forty-four percent (71 people) said they were not. It is interesting to note that whilst the majority of people responding by the web-based and telephone surveys (62%) said they were offered vouchers, 62% of the people who responded through the postal survey said they were not offered vouchers. This may raise questions as to some of the methods used to distribute vouchers. However, it would appear that from this sample up to 73 people felt their property did not meet their standards of decoration, etc and that 71 people were offered vouchers.

Question 6 and 7Respondants were asked if the fixtures and fittings of the property were in good repair and working order when they moved in.

One hundred and sixty-two people responded to the question as follows:


One hundred and five people (65%) stated that they were satisfied with the condition of their fixtures and fittings, 57 people (35%) stated that they were not.

Respondants were also asked if their electricity, gas and water supplies (if applicable) were connected and were safe, 161 people responded as follows:

One hundred and forty-nine people (93%) stated that their utilities were connected and were in a safe condition. Twelve people (7%) stated that they were not.

Question 8

The 69 people who responded ‘no’ to questions 6 and 7 were invited to give an explanation of their response. A total of 66 comments were received a follows:


Postal Survey

Cooker socket broken Electric plug in kitchen faulty Plug not fixed to wall Obsolete shower switch Bathroom Extractor Fan,

Radiator not working. Leaking shower hose

Lights not working Leaky Tap Main Electric Cable Dangling

to the rear of the property Night storage heaters not

working Entry Door lock fault and

missing latch. Problem with back bedroom

window and kitchen drawers

Broken doors, kitchen cupbaord door hanging off and handle missing, holes in kitchen ceiling

Kitchen window counterbalance u/s. Boiler fascia and tray not fitted right. Water leak from kitchen sink pipe. Seal broken down in bedroom window + handles missing.

All working but poor condition Bathroom had to be

refurbished Cooker switch had to be

looked at Faulty sockets, toilet leaking

& hole in roof Leak in bathroom which

affected health. Damp downstairs.

Extractor fan in bathroom and kitchen not working

Extractor fan in kitchen turns itself on. Kitchen sink needed sealing

heater switch not working

Gas off, when turned on found leak. Stairlift faulty.

4 of 6 radiators were not working. Leaking stopcock. Blocked gutters.

Thermostat not working on bedroom heater

Toilet seat very loose. No hot water. Shower switch jammed. Extractor fan faulty

Holes in walls left by prev tenants

No boiler tank cover. Sealed units blown.

Gas leak on meter week after moving in

Badly sealed windows,larder wall damaged, need loft instulation.

Leak in bedroom ceiling. Still waiting for electrician

Loose light sockets, heaters not working

Blocked toilet, took 3 visits to sort

Having new outhouse fitted and new letterbox

Gas Fire, Some window locks not working

Gas turned off at mains, not informed how to use old gas system

No hot water Gas wasn’t working but fixed

immediately The heater boiler was faulty Wet room leaks into hallway +

several other problems with bathroom. O/s work in kitchen & bedroom

Fan would not switch off, shelf in cupboard unsafe,sink loose

Door handles didn’t work,Kitchen window would not open

Cooker not fit for purpose Boiler Faulty Shed door needs glass Bathroom extractor fan not

working


Web Survey

My gas combi keeps going to reset

gas box had to be changed due to being faulty it was also in debt from previous tenants

Windows need fixing, toilet needs repairing as leaking, Bath had a leak and no shower, TV satelite needed moving

Although new kitchen units were fitted the old Marley tiled floors were not either replaced or repaired. We now have a number of crumbling tiles which means they will all have to be removed before new flooring can be put down- obviously where carpet cannot cover ie bathroom kitchen etc. the toilet was blocked solidly and had to be refitted. The roof was leaking and we have just had to have the electrician out as the night store wasn't working. In addition we were told the garden which was horrendously overgrown with bramble which concealed household items and rubbish would be cleared. 2 men came with a strimmer and a brush. They cut a couple of patches of overgrow grass and left. We have had to clear it ourselves including a broken concrete coal bunker which was unsafe. Despite reports to the appropriate department no one has been back. 1 large piece of reinforced concrete still remains. We also had to clear a totally overgrown rear access as this is the only way out of the property other than the front door. We

Re Q 6: Two doors have handles where the protruding "catch" will not retract into the door, due to defective/worn-out springs. This means the catches prevent proper opening of the doors, making them awkward and noisy to open. (I haven't been able to source new springs.) The (new) hot water tap for the (new) kitchen sink has been installed too far back in the surround - in an asymmetrical position from the cold tap. This means that I cannot use the hot water at a trickle to rinse washing-up as there's no space between the water and the back of the sink, and I have to waste hot water by running it faster than necessary. Ditto for washing hands; very wasteful.

The bathroom light was faulty and the kitchen light did not work

All the supplies were connected, however, I did not know how to work the boiler. So I boiled water for dishes/tea, etc. Did not really require heat as not that cold. I contacted Council last Friday for instructions how to turn on. They said they would post them on Monday and I would receive Tuesday or Wednesday. Meanwhile a delivery person showed me how to work it.

Shower drain blocked, window vent jammed shut, bathroom door lock inoperable, washing machine drain spigot missing.


removed in excess of 50 bags of debris 2 lawn mowers and various other rotted items.

Telephone Survey

New gas boiler fitted, but not working.

Gas fire leaking, pipe loose behind sink in bathroom, radiator not working.

Cupboard and drawer broken, extractor fan not working and mould in bathroom

Small leak, fixed straight away

Door handle issue, 7 weeks to sort

No fire alarm, door not closing

Emulsion over fire place

Electricity went off and had to have a new box – old wiring. Boiler still not working properly. Not been out to repair windows

Door handle, woodworm not treated

Overflow on bath leaking into kitchen. Plug in lounge not fitted properly

No telephone line or television connection

Rubbish and rubble in garden Radiator in cupboard not

working.

Question 9

Respondants were asked if there was any work outstanding and if so, how long they waited for it to be completed to their satisfaction. Sixty-eight people responded as follows:


Of the 68 responses, 27 people (40%) waited 1 to 2 weeks for the work to be completed, 10 people (15%) waited between 2 and 4 weeks and 31 people (45%) had waited longer than 4 weeks for the work to be completed.

Question 10

Respondants were asked whether the garden was neat and tidy when they moved in, 60 people responded as follows:

Of the 51 people who gave a opinion, 24 people (47%) said their garden was neat and tidy when they moved in, 27 people (53%) said it was not neat and tidy when they moved in.


Cornwall Housing Scrutiny Panel, Pilot Scrutiny Work Plan – Appendix B

Scrutiny Question: Does void turnaround meet published target figures and are properties let meeting the lettable standard?

Purpose: To assess if published policies and practice matches the tenant experience.

Timescale: the investigation will take place over three months, from July to October 2012

Tenant Scrutiny Panel membership is comprised of:

Steve Smith (Carrick area) Di Britton (DFT) Steve Hunt (DFT) Liam Dorcey (Carrick area) Kate Foster (DFT)Pat Taroni (S/E Cornwall area) Jan Raines (ECT) Christine Gregory (ECT) Angie Bunny (ECT).

The work plan has been developed to gather evidence using a number of different tools and approaches. Detailed below are the areas of work contained in the plan that members will be working on over the next few months:

Activity How it will be organised and by who Timescale for completion

Panel briefing by Service Manager on Cornish Homes Standard, turnaround policy and targets. All panel members will participate to gain a greater understanding of current policy and practice.

Tania Horrocks (insert name of manager) 21st July

Activity How it will be organised and by who Timescale for completion

Desk top review of policies, procedures, performance information, void standards that are being used in each area, turnaround times, current practices, Cornish housing standard. Panel members working on this are: Steve, Liam, Angie and Di.

Information request sent out July by Tania Horrocks to all senior managers in Adrian Pengelly directorate

Information sent out early August. Hard copies available on the 13th/14th Sept

Desktop review of information regarding repairs reported within 6 month of tenant(s) moving into a property. The panel would like two years worth of information to assess if people report repairs shortly after moving into a property. This will enable an assessment of any trends. Panel members working on this are: Jan and Pat.

Tania has requested this information from Dave Dodds for the East and Sara Nott for the Mid area.

W/C 1st October

Shadowing void Inspector and repairs team to Tania setting up with Sara Nott and Paul W/C 13TH


gain a deeper understanding of how practice is implemented. Panel members working on this are Liam and Steve.

Kemp August 17th Sept -Liam has undertaken shadowing in August in the Mid area. To visit and shadow in the East area early September. Steve to undertake this exercise in September

Conducting void Inspections, three each in the SE, NE and Carrick area. Scrutiny panel members would like the property work sheet before they visit the property to see what work has been completed. Also to give them an idea of what condition the property was in when the tenant vacated it. Panel members who will inspect are: Di, Kate, Steve, Liam, Christine, Angie.

Tania to set up with TP teams Mid to end of W/C 24th September

An assessment of Performance Indicators/Information to evaluate if targets are being met and to benchmark performance against a number of other organisations.

Tania Information has been sent out around performance information,


session to be arranged to look at other organisations performance figures

Conducting eight tenant interviews, four from the east and four from the west to assess the new tenant experience.

Tania/Julia/TP teams W/C 24th September

Provision of departmental information on what effects the turnaround times.

Tania requested info from Sara Nott and Dave Dodds

W/C 17TH September

Assessment of any surveys that tenants are asked to fill in post occupancy. The panel will also investigate what happens with this information. Panel members looking at any post occupancy surveys are Jan/Pat.

Tania requested to Vicky Brooke and Sara Nott

W/C 17TH September

Assessment of details gathered during the Housing Officer Post occupancy visit. Panel members looking at this are Jan/Pat.

Not sure what you mean by this one

Design and carry out a survey of 400 tenants, asking them about their experience of moving into their new home. The tenant consultant will assist them to develop the survey. Jan/Pat

Tania/Vicky Brooke W/C 24th September

Assessment of any recent void inspection Tania W/C 24th


reports that tenants have undertaken in East Cornwall and Carrick.

September

Other training undertaken by the panel in August was Health and Safety and Interview Techniques.


Appendix C

Voids and Re-lets PolicyCornwall Housing

Treven Kernow

Date: April 2012Version 4.3

Policy control sheet

Version history

Version Date created

Date approved

Date for review Author/s Approve

d byRevised by

4.3 13-03-12 13-03-12 Mar 2015 D. Dodds + others

S.I.S.G. T.Tregenza + others

Current document statusStatus Approved

Reference VRP/040/EB

Last reviewed 18 April 2012

Document type Policy

Document location

Area applicability All directorates

Equality impact assessment record

DateType of assessment conducted

Stage/level completed

Summary of actions/decisions

Completed by

Impact assessment review date

01/04/10

Full Complete See EIA V. Brooke Jul 2012

Notes:

Legal influences on this policy:

Housing Acts 1988,1996,1998 and 2004Right to RepairLandlord and Tenant Act 1985Tenancy AgreementDefective Premises Act 1972Licence AgreementHousing Health and Safety Rating SystemEqualities Act 2010Homelessness Act 2002Leasehold Reform ActPrivate Sector Housing Requirements HSSRBuilding Regulations

Non-legal influences on this policy:

Other documents linked to this policy:

Tenants' Handbook and Sign-up PackCornish Housing StandardPlanned and Cyclical Maintenance PolicyResponsive Repairs PolicyCornwall Homechoice PolicyDisabled Adaptations Policy

Table of Contents

Page


Introduction 4

Policy statement 4

Relevant legislation and regulatory compliance 5

Standards for re-letting empty properties 6

Tenancy terminations 8

Abandoned and illegally occupied properties 9

Customer choice 10

Disabled adaptations for disabled people 10

Redecoration 11

Gardens 12

Fencing 12

Making a Clean Break scheme pilot 13

Cultural sensitivity 13

Informing you about delays 13

Capital improvements to empty properties 14

Monitoring your satisfaction 14

Additional requirements for dwellings used as hostel accommodation 15

Meeting the needs of different tenants 15

Signing you up as a new tenant 16

Terminations 16

Rent in advance 17

Debt 17

Tenancy Agreement and Conditions of Tenancy 17

Appendix 1: Re-let standard for Landlord Services accommodation 18

Appendix 2: Re-let standard for temporary accommodation 23

Appendix 3: Making a Clean Break scheme leaflet 24

1 Introduction


1.1 Cornwall Housing Ltd is committed to providing an effective void property re-let service in order to ensure high levels of resident satisfaction.

1.2 Applicants are nominated us after successfully applying for accommodation through Cornwall Homechoice, which is Cornwall Council's choice-based lettings scheme.

1.3 Applicants are also accepted for interim and temporary accommodation provided by us, in accordance with Cornwall Council's statutory duties towards homeless applicants under s.193 of the Housing Act 1996 Part 7, as amended by the Homelessness Act 2002.

1.4 This policy details the arrangements for the repairs and re-let of properties managed by Cornwall Housing, whilst acknowledging that specific procedures may differ across different regions in Cornwall, which may reflect existing contractual and funding arrangements.

1.5 We want to create a positive impression for those of you who are moving home or moving into your first Cornwall Housing property. Moving home can be stressful and this policy aims to make the process as easy and convenient as possible for new tenants.

1.6 We will ensure no individual is discriminated against on grounds of sex, marital status, race, disability, age, sexual orientation, language, social origin or other personal attributes including beliefs or opinions (e.g. religious beliefs or political opinions). We will promote equality of opportunity by publishing information in different languages and other formats such as large print, audio and Braille, on request.

2 Policy statement

2.1 We aim to minimise the duration of voids within our housing stock, whilst ensuring properties are let in an acceptable standard of repair and cleanliness.

2.2 We will ensure that this policy and related procedures reflect the following overall principles to:

minimise the length of time that properties are void; provide you with an agreed level of advice and support; ensure a smooth process from allocation to letting an empty

property; minimise the adverse impacts of voids e.g. potential for

vandalism, crime and illegal occupation; use cost-efficient methods to do repairs to empty properties; make repairs to agreed timescales and to the re-let standards

(timescales are outlined in the Responsive Repairs Policy, in accordance with those enshrined in the Right to Repair legislation);

ensure you are satisfied with the voids and re-let process;


undertake prompt inspections of void properties, ensuring that work is issued to our workforce or to contractors in accordance with our re-let standards;

maximise the energy efficiency of empty properties; monitor contractor performance both in terms of response

times and quality of work; pay internal decoration allowances to you where the

decoration is of a poor standard, in accordance with our agreed sums;

arrange accompanied viewings with prospective tenants and ensure that formal offers have regard to applicants' requests and circumstances and the allocation guidelines agreed with Cornwall Council;

take prompt action, having regard to appropriate legislation to ensure that abandoned properties or illegally occupied properties are returned to management and re-let.

2.3 To achieve this, we will:

meet the high standards set out in this policy; ensure all empty properties are let to an agreed standard; protect the environment and consider the environmental

impact of materials used; regularly monitor and report on key performance measures to

the area tenants' forums and our Board of Directors; be sensitive to the needs of the individual; and be responsive and flexible, accountable and fair.

3 Relevant legislation and regulatory compliance

3.1 We will ensure that properties are repaired and maintained in accordance with best practice and relevant policy and legislation, including (but not limited to) the legal influences listed on page 2.

3.2 The standards for empty properties are designed to provide consistency in the approach to repairs. The standard is fixed, but the approach to meeting it will always be flexible. This allows some repairs to be done while the property is empty, and some to be done after you have moved in (although this is rare). Repairs that could be done after occupation are still set out in this policy, but would always be discussed with you.

3.3 Choosing and Viewing a Property

Our Landlord Services team will make a provisional offer of tenancy either verbally or in writing to you if you are nominated for a property through Cornwall Homechoice. If you have been offered a temporary unit such as hostel or private sector leased accommodation, you will be contacted separately by our Housing Options team. In all cases, if the property you have been nominated for is ready to let, you may receive an immediate full tenancy offer.


3.4 In our Mid area, for non-temporary accommodation we will offer you the opportunity for an accompanied viewing of vacant properties. For non-temporary accommodation in our East area, you will have the opportunity to view the property at the time you sign up to the tenancy. These processes are currently under review.

3.5 If you decide to accept a tenancy, you will be provided with a formal provisional offer of tenancy letter. You will have 3 working days within which to accept the offer. Where an applicant is vulnerable or disabled, additional time may be given as required.

3.6 If you decide not to accept a tenancy, you will be provided with a form to confirm your refusal and the reasons. If you have been offered accommodation under Cornwall Council's homelessness duties, either as temporary or permanent accommodation, you can legally accept the accommodation and then request a review of its suitability after you move in. This is to protect your position, as a refusal may lead to Cornwall Council discharging its homelessness duty towards you. Further advice will be available from the Housing Options team.

3.7 In exceptional circumstances, Cornwall Housing may consider

making an appointment to view a property outside of core opening hours.

3.8 If nominated, you will be sent a provisional offer of tenancy that includes the: address and description of the property; rent and service charge levels; form for Housing Benefit; and the option of receiving the above information in alternative

formats such as large print or translated using Language Line.

3.9 Translation services (via Language Line) will be available if required during appointments for you if you have been nominated for a property and your first language is not English.

4 Standards for re-letting empty properties

4.1 The property will be suitable for habitation. It will have:

structural stability and be free from serious disrepair; absence of dampness that would affect the occupants’ health; adequate provision for lighting, heating and ventilation; drinking-quality water piped directly to each outlet; satisfactory surfaces (worktops), storage (cupboards) and

service points (electric or gas) for preparing and cooking food, including a sink with a satisfactory supply of hot and cold water;

suitably located internal toilet/s; suitably located fixed bath or shower and wash-hand basin

units, each of which provided with a satisfactory supply of hot and cold water;


effective systems for the draining of foul, waste and surface water; and will be

brought up to the Cornish Housing Standard as a minimum before re-letting, where this may be necessary due to past tenant refusals of Decent Homes works (this does not apply to Private Sector Leased properties).

4.2 The property will be secure.

All windows will be able to be fully closed and either latched or locked shut.

All final exit doors will have exchanged or new locks and must be able to be fully closed. Where locks have not been changed by the tenancy sign up, they will be changed within 5 working days of that date.

All cracked and broken glass will be replaced.

4.3 The property must be safe.

Electrical installations and any fixed appliances will be tested and comply with current electrical regulations.

Heating installations and any fixed appliances will be tested and found safe, and a safety certificate must be issued.

There will be adequate ventilation for the safe use of fixed combustion heating.

Fixed space and water heating appliances installed by the previous tenant(s) that are safe and in reasonable condition may be retained.

Any abandoned portable appliance will be removed. Where a gas fire is already fitted, the flue will be checked and

tested and will be swept if necessary. Latches on internal door and any furniture will operate easily. All handrails, grab rails and balusters will be secure and fit for

their purpose. There will be a working smoke detector or alarm. External parts of the property will be inspected and any

identified hazards removed or made safe.

4.4 The property will be reasonably clean.

This means it will be free from litter, debris, excessive dust and dirt, discarded or stored materials and equipment. This includes gardens, garden sheds and outbuildings.

4.5 The property will be in a reasonable decorative order, or capable of being decorated by you.

Torn and damaged ceiling and wall coverings will be removed, in readiness for you to redecorate.

Graffiti will be obscured or removed. Painted walls and woodwork will be washed down, ready for

you to redecorate.


4.6 The property will have adequate thermal and sound insulation (except where such work is included within a current or future planned maintenance scheme).

There will be an insulation quilt (or equivalent) of minimum 200mm thickness in the roof space, where appropriate. If the existing insulation is less than 200mm thick, additional insulation will be provided up to a thickness of 300mm.

All hot water cylinders will have a British Standard insulation jacket fitted, where the cylinder is not pre-lagged.

All exposed or vulnerable pipework and cisterns will be lagged to minimise the risk of freezing.

External doors and windows will be draught-free.

4.7 Concrete Sectional Stand-Alone Garden Sheds.

Such sheds will be removed and disposed of to reduce ongoing maintenance costs. You will be advised that there is no shed with the property, but you can choose to provide your own as long as consent is sought and granted first.

4.8 There will be no outstanding repairs for which we are responsible by reason of law or our own policies.

Any other repairs are to be completed within twenty working days from the tenancy start date.

4.9 Temporary Accommodation

The property (excluding storage areas) will:- be fitted with linoleum floor coverings in the bathroom and

kitchen; all remaining rooms will be carpeted. Carpets and floor coverings will be in reasonable condition i.e. clean, dry and without significant staining or tears.

pass Private Sector Housing standards, have safety certificates and an Energy Performance Certificate.

be let to a reasonable standard in line with the lease agreement.

5 Tenancy terminations

5.1 In accordance with the Tenancy Agreement, we will require at least 28 days written notice from you to terminate your tenancy. If you are a temporary accommodation licencee, no notice will be required if you are moving to permanent or other accommodation that discharges Cornwall Council’s duty.

5.2 Where keys are surrendered to us without any notice being given, rent liability will be enforced for the 28 day period.

5.3 We will waive the four weeks notice requirement under certain circumstances, for example, if you are:

undertaking a mutual exchange or internal transfer;


moving into residential care or a nursing home and are unable to give provisional notice;

vacating the property because it is required for a priority allocation; or

in cases of death.

5.4 We will acknowledge written notices and provide a termination of tenancy notification to you if you are seeking confirmation of:

the date of tenancy termination; the date of vacation; a forwarding address; or a reason for tenancy termination.

5.5 In cases of death, we will include written condolences in correspondence to the next of kin or any other person dealing with the tenancy termination.

5.6 We will ensure that the tenancy ceases on our rent accounting system and that arrangements are made to collect any outstanding arrears, refund credit balances or cease Housing Benefit entitlement as appropriate.

6 Abandoned and illegally occupied properties

6.1 We will seek the prompt repossession and return to management of any abandoned or illegally occupied properties.

6.2 Where properties are reported or discovered as abandoned, we will take all reasonable steps to establish the whereabouts of tenants before serving a Notice to Quit, prior to gaining entry and changing locks. (We will be mindful of allegations of illegal eviction when re-possessing properties that appear to be abandoned).

6.3 Where appropriate, we will take the following effective security measures to prevent the illegal occupation of void properties:

removing fixtures and fittings putting up curtains boarding up installing grilles and screens installing alarms arranging for security monitoring patrols encouraging neighbouring residents to report any signs of

vandalism or unauthorised entry or occupation.

6.4 Where properties are illegally occupied, we will take prompt action through court to recover possession.

7 Customer Choice

7.1 We are committed to giving you a choice in repair and improvement works, where it is reasonably practical. If you have already been


allocated a property and before repair work begins, where possible we will offer choices on:

the outlet at which decoration vouchers may be used; the layout/style of any complete kitchen that is refurbished;

and whether built-in wardrobes, sheds or other fixtures and fittings

installed by previous tenants should be removed or left.

7.2 We may not be able to maintain items left by previous tenants and may remove them as an alternative to doing repairs. We will normally only maintain fixtures and fittings installed by previous tenants where there is an agreed responsibility to do so, for example, kitchen fittings, showers over baths, fixed space or water heating.

7.3 When you have been allocated a property, we will discuss with you about any fixtures and fittings left by the outgoing tenant. However, the period that a property remains empty will not be extended to allow discussion on fixtures and fittings.

7.4 For safety reasons, we will always remove any portable appliances left by the previous tenants before the property is re-let. We will also remove any furnishings, carpets or any other fixtures and fittings that have been left that are considered dangerous.

7.5 We will remove any greenhouses. Sheds will also be removed, except where a shed is in good condition and you ask for it to be retained (however, all concrete sectional stand-alone sheds will be removed; see section 4.7). Future maintenance of a shed or any other unadopted fixtures, fittings etc. that you ask to be retained will be your responsibility. If you wish any such fixtures and fittings to be retained, you will be required to sign a disclaimer to this effect.

8 Adaptations for Disabled People

8.1 We will maintain any existing adaptation or fixed equipment if you have been allocated the property and you need the equipment. Additionally where a property is suitable (e.g. it is level access) semi- portable equipment will be left and the property will be re-let with preference being given to those needing the adaptations. If however, no applicants apply that require the adaptations, we will remove semi-portable equipment such as stair lifts for re-use elsewhere.

8.2 We will remove minor adaptations (like handrails or semi-portable equipment) if a repair is needed and you do not need the adaptation. Minor adaptations will be repaired if you or another householder needs them (and is confirmed by an Occupational Therapist).


8.3 We will retain and maintain fixed adaptations such as structural alterations or concrete ramps. Properties with ‘major’ adaptations will be advertised with a preference label to ensure that where possible the incoming tenant requires those adaptations. Properties will be categorised as having been adapted and where possible these adaptations will always be retained. New adaptations to meet the needs of elderly or disabled persons will be provided in accordance with our Disabled Adaptations Policy.

9 Redecoration

9.1 We won't automatically redecorate an empty property. It will depend on the condition of the existing decoration, your physical capabilities and the type of tenancy offered.

9.2 Older persons' accommodation will routinely receive minimal redecoration of 1 coat throughout the property where necessary. Full redecoration throughout will only take place where absolutely necessary and will be at the discretion of the voids officer. Where the incoming tenant is known to be able bodied, decoration vouchers will be issued.

9.3 General needs properties (other than those specifically for the disabled) will not be redecorated. Decoration vouchers will be issued on all occasions, except in extreme circumstances such as bad nicotine staining, at the discretion of the voids officer. Properties for the disabled will be dealt with in the same way as accommodation for older people, except where there are able-bodied family members, when decoration vouchers will be issued.

9.4 We will not decorate externally when the property is empty. This work is part of cyclical planned maintenance.

9.5 In the case of a void property needing major works (in general needs properties) only ceilings and woodwork will be painted, with a base paint application to the walls in readiness for decoration. Decoration vouchers will be issued.

9.6 Out-going tenants will be advised at their transfer/pre-termination inspection that if their property is in a poor decorative condition or has nicotine staining etc., they will be recharged for the cost of any cleaning, sealants and decoration vouchers that are issued due to that poor decoration. (See also section 12, Making a Clean Break Scheme).

9.7 Vouchers

Vouchers are valid for six weeks at various outlets and should be offered to you as described above. The following vouchers will be provided at the discretion of the Voids Officer:

For a small area £12.00


For a wall £24.00 For a room £50.00 For a property up to £400.00

10 Gardens

10.1 We will ensure that lawns/grassed areas will be cut back as close to the sign up date as possible, before you take up residency. Bushes and shrubs will be trimmed back where they overhang any access to the front and back doors or to any washing line areas.

10.2 Trees will only be maintained where there is an obvious health and safety risk or where the tree is touching the property or likely to cause damage. You will be advised at sign up that the trees will be your responsibility. We will only cover the costs of future tree works if they fall into category 1 or 2, meaning there is a priority for health and safety reasons or to protect the property from damage:

Category 1 requires an urgent response and would apply where a tree is dead and / or dangerous.

Category 2 requires a remedy within six months and would apply for instance where a tree is diseased.

10.3 Works requested below these thresholds, for instance to provide light or to resolve signal reception, will be recharged to you. You will also be asked at sign up to avoid planting any trees within your garden to avoid future maintenance issues.

10.4 In a case of major works, it may be necessary to cut back the garden on more than one occasion where there are concerns over health and safety for staff working at the property. A final cut will take place as close to the sign up date as possible. Outgoing tenants will be advised at their transfer/pre-termination inspection that any garden clearance costs will be recharged (see also section 12, Making a Clean Break Scheme).

11 Fencing

11.1 Fencing will be repaired or replaced on a void property if required to ensure the boundary line is defined. The type of fencing will be appropriate to the setting and circumstances. When a property becomes void, if there is an unprotected change in level in excess of 300mm within the grounds of the property, we will make an assessment as to the extent of any potential fall hazards and will provide additional fencing if this is required. Fences within the grounds of private sector leased properties will be replaced or repaired if necessary to fulfil lease requirements.

11.2 Where there are any areas that potentially could have health and safety implications for young children, such as steep slopes, the property will be advertised for re-let with the caveat of ‘unsuitable for young children.’ If you have young children and wish to bid on such a property, you may still do so, but on the understanding that you will be responsible to provide any additional fencing that you


may deem necessary. This will be explained to you before you sign our viewing form when you are at the property.

12 Making a Clean Break scheme pilot (Mid area only)

12.1 If the time should come to move home, you may find that there are many things to do within a short space of time. Some of our tenants get very busy when they need to move and either forget or don’t make the effort to leave their property in the same condition as when they first moved in. Making a Clean Break is a cash incentive scheme to say ‘thank you’ for:-

leaving your property in a clean condition; removing all your rubbish and personal belongings; and ensuring your garden is left neat and tidy.

12.2 The cash incentives are £100 for 1 bedroom properties, £150 for 2 bedroom properties and £200 for 3+ bedroom properties. If there are rent arrears, these will be deducted from the incentive. All payments are subject to the inspection and approval of a Void Control Officer. Full details are given in the leaflet provided in Appendix 3. Please note that for the time being, this scheme is being piloted on a trial basis only in the Mid Cornwall area pending further review.

13 Cultural sensitivity

13.1 If you have a culturally sensitive request arising from repairs that are due, we may be prepared to carry it out. Where such requests can be done at minimal cost, we will be happy to agree to them. For alterations that cost over £100.00, it would be recharged to you.

14 Informing you about delays

14.1 If a property will not be available within the notified timescale, we will inform you of the likely date for completion of the work and the estimated tenancy start date.

15 Capital improvements to empty properties

15.1 We understand the advantages of doing disruptive major works while a property is empty. We will do improvement works when a property is empty if the property:

had been scheduled for capital improvement work and the previous tenant declined the work at that time;

is scheduled for capital improvement work during the current financial year;

is scheduled for capital improvement work in the following financial year and the funding for the work is available now; or

there is an imminent risk to health and safety.


15.2 Improvement works will be done to bring Landlord Services properties up to the Cornish Housing Standard, as outlined in Appendix 1. Standards for Temporary Accommodation are outlined in Appendix 2.

15.3 Examples of Disruptive and Non-Disruptive Repairs

Disruptive Repairs Non-Disruptive RepairsReplacing: floor screeds Replacing: doors

hot water cylinders all sanitary fittings

skirtings architraves

door frames cold water cisterns door linings fires and room heaters windows radiators and heaters staircases electrical fittings kitchen sink units individual kitchen units all kitchen units kitchen worktops

kitchen sink topsindividual sanitary

fittingstaps and washersodd floor boards

Redecorating Insulating roof spacesRe-plastering Repairs to staircasesRe-plumbing Repairs to wall plasterRewiring Lagging pipes, cylinders and

tanksWall and floor tilingCarpeting (where provided)

16 Monitoring your satisfaction

16.1 Your satisfaction with the standard of your new home and the Voids service will be continually monitored using satisfaction questionnaires. You will receive a satisfaction survey form and / or a visit from us between 4 to 12 weeks after moving in. We will monitor and report on all satisfaction surveys by: area; property type; and tenant diversity.

16.2 If you are not satisfied and it cannot be dealt with immediately, your feedback will be referred to an appropriate manager who will

contact you within 5 working days to ensure that the: dissatisfaction is investigated; cause is remedied wherever possible; and you are advised of the action taken.

17 Additional requirements for dwellings used as hostel accommodation


17.1 The dwelling will be redecorated internally as necessary. The floor will be fully carpeted or covered (excluding storage areas). Carpets / floor coverings will be in reasonable condition, clean, dry and without significant staining or tears. A cooker, refrigerator, single or double beds, wardrobes, a settee and a table and chairs may be provided, according to the licencee’s household size. Communal areas within hostels will be maintained only as part of the cyclical capital improvements programme.

18 Meeting the needs of different tenants

18.1 The categories below are used to consider the different types of accommodation, the needs of the ingoing household and the urgency with which the property is needed by the Homechoice team, following consultation with the new tenant. The categories use different elements of the standards for re-letting empty properties.

18.2 Urgently Needed Accommodation

This category will only be used in exceptional circumstances, and only in agreement with the new tenant, our Voids and Homechoice teams.

Before the property is let, it must be: suitable for habitation; secure and safe; reasonably clean. All other work will be done when the property has been let.

18.3 Special Needs Accommodation

Before the property is let, it must be: suitable for habitation; secure and safe; reasonably clean. It must be in a reasonable decorative order, or capable of being readily decorated by the new tenant. All repair work (disruptive and non-disruptive) should be completed before the property has been let, unless agreed otherwise by the ingoing tenants.

18.4 General Needs Accommodation

Before the property is let, it must be: suitable for habitation; secure and safe; reasonably clean. It must be in a reasonable decorative order, or capable of being readily decorated by the new tenant.

19 Signing you up as a new tenant

19.1 After an offer of tenancy and when the property is repaired to our standard, we will arrange an appointment with you to sign a Tenancy Agreement and receive keys. We will agree a mutually convenient day with you that does not add additional time to the void.

19.2 Signing the Tenancy Agreement can be done at our offices, your home or another convenient location, by agreement with us. Translation services will be available at sign up if your first language


is not English. If you have literacy problems, our Housing Officer will provide the required assistance. We have the following timescales for sign-up appointments, which you will be expected to meet:

19.3 Secure, Assured Shorthold (starter), Assured and Introductory Tenancies

Signing the Tenancy Agreement should take place 2 or 3 working days before the tenancy start date. This may be extended for vulnerable or disabled applicants who may require additional support.

19.4 Non Secure Tenancies

Signing the Tenancy Agreement can take place on the tenancy start date, because temporary tenancies are intended as emergency accommodation. This will be at the joint discretion of the Voids and Housing Options teams.

19.5 These timescales balance the need to reduce rents lost through empty properties, desires of prospective tenants to move to a new home, and the time needed for tenants to move. Prospective tenants refusing to sign their Tenancy Agreement within these timescales without good reason, will normally have the offer withdrawn.

20 Terminations

20.1 If you terminate your tenancy to move into the private sector or transfer to a Housing Association, you need to give 4 weeks notice. This termination period will be eligible to be covered by ongoing Housing Benefit payments if a current claim is in place. If you move into a new property, you would need to have taken up residence in your new property to be eligible to claim Housing Benefit on both properties, but the decision on whether to award benefit on both properties would be at the discretion of the Housing Benefit team.

21 Rent in advance

21.1 We do not require rent to be paid in advance. However, rent is due from the tenancy start date.

22 Debt

22.1 Prospective tenants may be in debt to us for various reasons such as: current rent arrears (for tenants who are transferring); rechargeable repairs; rent arrears of non-secure tenants in temporary

accommodation receiving a tenancy offer via the Homechoice register;

an outstanding sum after a rent deposit is granted;


the cost of storing possessions as part of a homeless acceptance;

former rent arrears; Bed and breakfast arrears; or Homelessness Preventions monies.

22.2 We do not have a blanket policy on refusing offers of tenancy. Any refusal and appeal in this area will be in accordance with the Cornwall Homechoice policy.

23 Tenancy Agreement and Conditions of Tenancy

23.1 We understand that signing a Tenancy Agreement is the first impression you may receive of Cornwall Housing. Therefore, it is important that: appointments are kept wherever possible, both by our staff

and by you; all concerns or questions are responded to as fully as possible; the property meets the standard set out in this policy; the keys and all documents are ready; and a new tenant information pack is provided.

23.2 On signing the Tenancy Agreement, we will explain to you the obligations you will have as a tenant and the obligations we have to you. You will receive an information pack at sign up to inform you of your responsibilities. A rent card will be issued for the new property by post. We will also arrange a post-let visit. This visit is to check that you have satisfactorily settled into your home. A further pack of information will be given to you at this visit. The pack will include: a satisfaction survey questionnaire; information about Tenants' and Residents' Associations; a review of support needs; and an explanation of the need for contents insurance.

23.3 Housing Benefit

During sign up, you will be offered the opportunity to make a claim for Housing Benefit and appropriate advice will be available.


Appendix 1: Re-let standard for Landlord Services accommodation

1.0 GENERAL

1.1 Gas servicing and safety: Where there is a gas supply, we will always carry out a gas safety check before a property is re-let. The safety certificate will be handed to you at the start of your tenancy.

1.2 Energy Performance Certificate: We are obliged by law to issue this every time we let a home, and will issue it to you before you move in. This certificate sets out the current energy efficiency of the home and how it could be improved.

1.3 Electrical safety check: We will carry out an electrical installation condition report check on every home before it is re-let and every 10 years, including a check of electrical installations where changes have been made (e.g. light fittings, showers) or where there appears to be damage. We will replace non-standard fittings with standard ones where they are faulty and may recharge the outgoing tenant for doing so.

1.4 Smoke detectors: All empty properties will have a mains operated smoke detector with a sealed lithium battery back-up fitted on each floor as applicable. We will check that the unit is working before letting.

1.5 Carbon monoxide detectors: All properties with gas or solid fuel heating which is not room sealed will have an audible carbon monoxide detector installed at an appropriate and easily reachable place. If the detector is not a mains operated unit, we will check the battery is working before each letting, however, you will be responsible for replacing batteries as necessary.

1.6 Windows and joinery: Windows will be properly secured with keys where appropriate. Joinery (timber frames, cills etc.) shall be in sound condition.


1.7 External doors: Will be properly secured and well-fitted with no significant damage e.g. dents or holes. We will ensure that a full set of keys is available for you and that any additional security is operable.

1.8 Internal doors: Will be free from holes and cracks, well fitted, with fully operational handles.

1.9 Stopcock, gas valve, consumer unit: We will check the operation of the stopcock, gas valve and consumer unit and inform you of their location.

1.10 Asbestos: We maintain an Asbestos Register and are responsible for carrying out testing where there is a likelihood of asbestos being present. If it is found it will be dealt with in accordance with our Asbestos Policy.

1.11 Cleaning: The outgoing tenant is responsible for making sure the property is clean when they leave, with no rubbish or belongings left behind. Any noticeable infestation will be treated prior to the property being handed over to you and the outgoing tenant can be recharged for this. If such infestation is noticed within 4 weeks after you take up a tenancy, we will carry out appropriate treatment works.

1.12 Staircases: We will check that any staircase is safe to use and has a secure handrail.

1.13 Hazards: We will ensure that properties deemed suitable for re-let will be free from Category A hazards, as assessed using the Housing Health and Safety Rating System.

2.0 KITCHENS

2.1 Units: All kitchen unit doors will be present and without chips, holes or cuts. Replacement doors will match the existing. Carcasses will be sound, not rotten. If kitchen units have been replaced by the outgoing tenant, they must be in very good condition and hygienic.

2.2 Worktops: Will have a smooth surface without cuts or chips and will be able to be kept clean and hygienic.

2.3 Tiling: There will be splashback tiling above worktops and sink, in good condition with no cracks and with silicone seal around the edges.

2.4 Washing machine plumbing and power supply: Will be provided if not already present and if there is sufficient space. The outgoing tenant should remove any washing machine hoses when they leave, to prevent any future leaks if they are re-used. This section does not apply to properties within blocks of flats and complexes which have a communal on-site laundrette.


2.5 Cooker point: Both gas and electricity will be available where possible. However the gas bayonet will not be provided, as you must have your cooker fitted by a Gas Safe registered fitter. If the outgoing tenant leaves a gas cooker behind, it will be removed and the gas supply capped.

2.6 Taps: Will be fully operational without severe dripping.

2.7 Ventilation: Will be adequate to recycle moist air and avoid condensation damage.

2.8 Decent Homes Standard: Where Decent Homes kitchen improvement works have not taken place, this work will be carried out during the void period if the scheduled date for improvement works is within the current financial year, or if the property was a previous refusal or omission.

3.0 BATHROOMS

3.1 Bath and washbasin: Will have smooth surfaces without chips in the enamel or severe discolouration.

3.2 Splashbacks: Baths and wash hand basins shall have tiled splash-backs of 3 courses, clean grout and be sealed with sanitary sealant.

3.3 WC: Will be clean and without cracks or severe discolouration. A clean and usable WC seat should be provided.

3.4 Ventilation: Will be adequate to recycle moist air and avoid condensation damage.

3.5 Decent Homes Standard: Where Decent Homes bathroom improvement works have not taken place, this work will be carried out during the void period if the scheduled date for improvement works is within the current financial year, or if the property was a previous refusal or omission.

4.0 FLOORING

4.1 Carpets and vinyl floor coverings: Floors will usually have any vinyl floor coverings, carpets and grippers removed and will have a smooth surface and secure floorboards. Where they exist, carpets which have been properly fitted and are in good condition may be left behind and gifted to you. Vinyl floorings in bathrooms and kitchens may also be gifted to you on the same basis. Please note that whether any items will be gifted needs to be agreed with us first, since it may not always be possible, for instance where we need to test floor tiles for asbestos or where the property requires extensive works. Any such gifted carpets would become your responsibility.

4.2 Laminate floorings: These types of ‘click’ floor coverings will always be removed, leaving floors with smooth surfaces and secure floorboards.


5.0 EXTERNAL

5.1 Gutters and downpipes: Will be safe and in good order without serious leaks or blockages.

5.2 Garden: Grass will not be overgrown and rubbish will be cleared from the garden. You will be responsible for the upkeep of any trees in your garden (although we may need to carry out work if trees undermine the dwelling). We aim to inform you about any tree preservation orders affecting your garden.

5.3 Sheds and structures: Sheds in good condition left behind by an outgoing tenant may be given to you on request (unless there is a legal restriction) and we will not be responsible for maintenance. Greenhouses will be removed.

5.4 Paths: Will be safe with no risk of tripping.

5.5 Fencing: We will provide a boundary marker which may be chain-link or post and wire fencing. Non-standard fencing may be left in place if it is in good condition. Privacy screens will be replaced / repaired if they were previously provided by us.

5.6 Ponds: Will always be filled in and left in a safe condition, and this will always be the responsibility of the outgoing tenant.

5.7 Open fires and grates: Will be in good repair where provided. We will carry out chimney sweeping and a safety check of the fire during the void period and provide a certificate to you.

5.8 Refuse bins: Outgoing tenants should leave behind any refuse bins provided by Cornwall Council (including wheelie bins and recycling boxes) in a secure place.

6.0 DECORATIVE CONDITION

6.1 Redecoration: We will undertake redecoration in certain cases if you are unable to carry this out yourself, e.g. if you are disabled or elderly. We may also carry out decoration where current decorations are so poor that demand for the property could be affected, or where it would be difficult for you to redecorate for health and safety reasons e.g. stairwells.

6.2 Wallpaper: Will be clean and unmarked, with no rips, faded areas or noticeable smoke stains. Otherwise, wall will be stripped and made smooth, ready for redecoration. If we discover defective plaster while the property is empty, this may be repaired during the time the property is empty to avoid disrupting you after you have moved in.

6.3 Woodwork: Will be clean, painted or stained and without significant marks, dents or severe scratches. Smoke stained


woodwork will be cleaned thoroughly with sugar soap and, if still noticeable, repainted.

6.4 Painted walls: Will be free of holes, marks, dents or nails and repairs will be smooth and blend in with the whole wall. Paint will be clean, unmarked and uniform in colour. If painted very dark, we will repaint in a pale colour. Smoke staining will be cleaned with sugar soap and, if still noticeable, repainted.

6.5 Ceilings: Will be clean and painted white, without holes or marks.

6.6 Artex: May be left on ceilings and will be painted white or a light colour. Some Artex may contain asbestos and it is not advisable to sand it down or scrape it without seeking our advice (see Appendix 1 section 1.9 above about testing for asbestos). Artex on walls should be tested for asbestos and if found to be positive, should be removed.

7.0 NON – STANDARD ITEMS

7.1 Kitchen units: If the outgoing tenant has fitted their own kitchen units or handles, these may be retained if they are in good condition and hygienic.

7.2 Showers: If fitted by the outgoing tenant, showers may be retained if they are in good working order. The shower will be tested by us for safety before re-letting and will therefore become our responsibility.

7.3 Mobility aids: Any aids (such as grab rails) fitted to General Needs properties will be retained in between lettings, as long as they have been properly fitted and are in good condition. If you decide you would like the aids removed, you can request this after you have moved in. Where major adaptations have been made, we will try to re-let the property to a person who would benefit from having them.

7.4 Light fittings: Will be safely and securely fitted. If they have been removed by the outgoing tenant, we will install basic bayonet fittings and will carry out an electrical check. We will also safety check any non-standard fittings left behind.

7.5 Structural adaptations and improvements: We will check whether permission was granted for any such works and if so, it can usually be left in place if in good condition. We will not maintain conservatories that have been provided by the outgoing tenant and will only allow them to be left in place if you wish to take on responsibility for maintenance and eventual removal.


Appendix 2: Re-let standard for temporary accommodation

1.1 Properties (excluding storage areas) must be fully carpeted.

1.2 Carpets must be in reasonable condition: clean, dry and without significant staining or tears.

1.3 Properties must pass Private Sector Housing standards and have relevant safety certificates and an Energy Performance Certificate.

1.4 Properties must be let to a reasonable standard in line with the Lease Agreement.


Appendix 3: Making a Clean Break scheme leaflet(Pilot scheme in Mid area only)

Making a Clean Break Scheme – a Thank You for:-

• Leaving your property in a clean condition• Removing all your rubbish and personal belongings• Ensuring your garden is left neat and tidy

We know just how stressful it is moving home, whether it’s transferring to another of our properties, or terminating your tenancy and perhaps buying your own home. Whatever your reason for moving, there is always lots to do and think about. Unfortunately because of this, not everyone makes the effort to leave their old property how they should and they can leave rubbish, old furniture and an overgrown garden. The cost of putting this right before the new tenant moves in can be substantial, and many outgoing tenants forget that they will be recharged for these types of works. Therefore Cornwall Housing wants to say ‘thank you’ to everyone who leaves their property and garden in a good, clean, tidy and undamaged condition when they leave. That thank you will mean that:-

For a 1 bedroom property you will receive £100.00 For a 2 bedroom property you will receive £150.00 For a 3 bedroom property (or larger) you will receive £200.00

How do I apply?

It’s easy. Make sure you clean through your property, wiping paintwork, leaving fixtures such as your kitchen and bathroom clean and Hoover/sweep through the property. All carpets and curtains should be removed unless you have agreed that they will stay with the Voids Control Officer. Make sure you remove all your personal belongings, such as furniture and clothes. Ensure all rubbish has been removed. Remember it’s free to take items to your local dump. This covers all household waste including white goods such as fridges and freezers, as long as they are your own personal items. Cut back and tidy your garden before you leave. Any garden rubbish must also be removed. If you have any trees that you feel need attention, please ensure you contact your Housing Officer as soon as possible and they will arrange for the tree(s) to be surveyed and any required works ordered where appropriate. There is no cost for this service.

Please discuss any non-standard items or improvements you have made to your home with the Voids Control Officer. They will advise you what can or can’t be left, including items such as sheds or greenhouses. Also remember to check your loft and outhouse or garage to ensure these are also left clean and empty. If at any time you have any queries or want advice, please contact the Voids Control Officer. Then simply complete the form on the next page of this leaflet and hand it in with your keys when you leave your home. Please note that in addition to your keys, you


will also need to return any electricity or gas pre-payment keys and / or cards in order to qualify for this reward.APPLICATION FOR THE MAKING A CLEAN BREAK SCHEME

NAME…………………………………………………………….....................................

ADDRESS CLAIMED FOR...............................................................

NEW ADDRESS …………………………………………………................................

TELEPHONE…………………………………………………………….............................

I understand that my previous property will be inspected, and that it is the Voids Control Officer’s decision whether the property is of an acceptable standard.

SIGNED……………………………………………………………..................................

DATE………………………………………………………………....................................

RETURN THIS COMPLETED FORM WITH YOUR KEYS

Note: If you are eligible for this incentive but are in rent arrears or owe outstanding recharges at the time of leaving the property, you will have any amount that you owe deducted from the direct payment. If a credit remains, that amount will then be credited to your rent account.


Alternative Formats

Furvasow Erel

If you would like this information on audio CD, audio tape, Braille, large print, any other format or interpreted in a language other than English, please contact:-

Mar mynnowgh hwi kavos an kedhlow ma war son-sidi, sonsnod, yn Braille, prynt bras, furvas aral po styrys yn taves dres Sowsnek, kestevewgh mar pleg:-

AddressCornwall Housing LtdHigher Trenant Road

WadebridgeCornwallPL27 6TW

Telephone and Text

General enquiries and repairs: 0300 1234 161

Repairs (North East area): 01208 893489

Text: 07941 712 712

Email

General enquiries and South East repairs: [email protected]

Repairs (Mid): [email protected]

Repairs (North East): [email protected]

Website


mailto:[email protected]



www.cornwallhousing.org.uk

Cleaning To a Lettable Standard Appendix D

Clean, wash down all floors, scrub all floors, window boards, skirting etc. Clean all kitchen units, sanitary fittings and other landlord fittings, clean all windows internally, disinfect toilets, spray air freshener all to tenants Void Lettable Standard Defined as: Notes Scrub (and dry) all bare floors - Vacuum all carpeted floors. Ensure any Polysafe floors are clean Ensure dust sheets usedClean all window sills and skirting Clean all ceiling lines and ensure the removal of all cobwebs Clean all windows internally Clean all electrical fittings Clean all bathroom fittings - including bath/toilet/shower (including hose, rose, shower tray)/ toilet seat Ensure sealant around baths/basins/shower trays is clean (if not - replace) Clean down all bathroom tiles (both new and old) Disinfect toilet and all internal drains Clean all kitchen units - both inside and out Clean down all kitchen tiles (both new and old) Clean front door - externally and internally - and front porch Remove all litter from garden Recognised cleaning products to be used. Hot water to be

http://www.cornwallhousing.org.uk/

available on siteLeave air freshener on site


SPR001

Tenant Scrutiny Exercise

Information reviewed: Post Occupancy Visits and Two years of information showing repairs that have been reported in the first 6 months of a tenant moving into their new home.

1. What are your comments on the information reviewed?For example, was it clear, easy to read, provide you with relevant information? Is the document easily accessible for customers?

1) Desk top review of two years worth of information on repairs that are reported in the first six months of tenant moving into their home. The information spread sheets for the east area was produced on massive spreadsheet. In the mid area this information was on spread sheets but with an address reference list, which we could refer to and see the number of repairs per property. Then we were able to look on the spreadsheet and see what type of repair had been reported. Therefore it was easy to see in the mid area some properties had reported between 18 and 15 and 11 repairs in the first 6 months of tenancy. It was harder to ascertain this information for the east area. However there were properties that had received a number of repairs (have to separate the repair from cyclical works on sheet) after a tenant moved in.

2) Post tenancy visit spreadsheet information was also complicated. The questions were mixed and housing management questions were included.

The spread sheet information in the mid area was easier to read. The east post occupancy visit information highlighted that not everyone was receiving a visit. Sheets for both area showed that when tenants were being visited they were mostly happy. With this information dates of when a tenant moved in is shown, but in some cases the date was not inserted. So it’s impossible to say if a tenant was visited in the first 3 months of starting their tenancy.

2. Do you have any lines of questioning as a result of the review? Write your questions below. Or do you have any

recommendations?

1) The information of two years of repairs reported in the first six months needs to be collated separately from capital and cyclical works.

2) Recommendations - that this information is collated in an easier format so that staff can monitor how many repairs are being reported within 6 months of a tenant moving into a property.

3) Post tenancy visits paperwork needs to be re designed and it’s essential that the date is inserted when a tenant moved in. Otherwise no on can track if the tenant was visited within the first 3 months.

4) Information that is provided to the scrutiny panel members in future is given in a format that is easy to use.

5) All information that is collated in future or post occupancy visit questions should be the same for the mid and east area.

SPR002Tenant Scrutiny Exercise


Shadowing Report

Location Visited: 4 Harmony Terrace Malpas (Property 1)

1. What are the tasks you have seen the staff member carry out?

Jim replaced front door Eurolock with ‘Q’ lock for contractor access.He identified the meter points and recorded the readings of same, located the stop valve. Then inspected the property and recorded areas for contractors to repair or paint. Pulled back old carpet and examined tiles beneath, and specified asbestos tests for tiled floor in hall and lounge.Specified replacement of fire in lounge with modern gas replacement.He inspected the loft from the ladder only. In this case, no mould, rot, woodworm or wasp nest was seen. Some personal items identified for removal.All items are recorded by hand ‘in the rough’, then taken back to the office and transferred to computer documents, and a proper handwritten sheet is made.1b Do you have any comments on the tasks undertaken?For example, were visits carried out in the same way with all residents? Did you identify any issues which affect the delivery of the service?

Loft inspections: Maintenance in this area is now remedial, not preventative. Voids inspectors are not allowed to enter the loft space for H&S reasons. Problems thus become serious before they are identified, leading to expense for CHL and inconvenience for tenant.Recording of issues with voids is long-winded and repetitive. It would be faster to use a PDA and eliminate paper copies, transferring all requests from PDA either by cable in office or directly through wireless broadband.

2. Have you seen any negative aspects with regard to service delivery?

Voids inspectors are ‘lone workers’ and exposed to extra risk.

3. Have you seen any positive aspects of service delivery?


Jim was extremely thorough and he explained his processes very clearly.

4. Do you have any judgements to make from today? Remember Judgement – Evidence – Impact on residents

I will reserve judgement until I have completed my shadowing.

5. Do you have any lines of questioning as a result of today? Write your questions below.

Legionella risk assessment was not carried out for this property, even though it was identified as a two-month void due to the likely presence of Asbestos.What is the current policy and risk assessment process for voids? Are systems in place to mitigate legionella risk in voids?

6. Do you have any recommendations to make from today?

Recommendations will be made at the end of my shadowing period


Void inspection


1. What are your judgements on the information you have reviewed?Remember, judgement, evidence, impact.

11 Hunkins Close Truro

The inspection was cancelled 5 minutes before the visit took place, due to a problem with the shower. We decided to continue with the inspection and would take note that the shower had work to be completed.

The void failed in these other areas:

Bathroom shower was stained, tiles broken with gap, hole in fuse box for fan and no lock on bathroom door.Kitchen, worktop was scratched, not cleaned, sink plug dirty, dirty light bulb replaced. Filth between the radiator. Soil pipe in the bedroom build in the cupboard, this is unacceptable,Property was empty for 3 months, was not down as major works. Why had it been empty for so long?

Judgement:

We note that we were told not to visit the property, however it was such sort notice, that we did visit and saw many other areas that the void failed on.The property was left empty for to long.

2. Do you have any recommendations based on the information you have reviewed?Recommendations

Need to use the same void sheets for consistency in the mid and east area.

The words ‘reasonable standard’ is removed from the policy as this is open to interpretation.

Need to look at the cleaning contract. That properties are inspected before they are let, to avoid

properties being let in a condition that is not to standard


Voids Inspections



One bedroom older persons bungalow – 22 Hunkins Close, Truro

Findings:

Passed all area of inspection (backed with photos)

The ‘work after void’ sheet had a list of 3 outstanding jobs that will not be done until after the tenant has moved in.

Judgement:

All work completed to the required standards

Tenants should be happy with the property

2. Do you have any recommendations based on the information you have reviewed?

Recommendations

That the outstanding work listed on ‘Work after void’ sheet should say when work will be completed by.

Outstanding ‘work after voids’ sheet should be given to the tenants at the sign up and times for completion of work.


Void Inspections


1. What are your judgements on the information you have reviewed?Remember, judgement, evidence, and impact.

Supported Complex - 18 Diana Close, Falmouth

Findings:

A piece of skirting board was missing in the Kitchen/Lounge

Light switch in the bedroom was a missing screw & gap around electric switch.

All walls had 1 coat of magnolia paint as well as 1 coat of varnish on woodwork and doors.

Clean and finished to a high standard.

The property passed the inspection with the understanding that the above details are put right and completed before the tenant moves in.

Judgement:

Almost up to standard. It would not have taken much for the property to have met the standard.

The property had been cleaned to a good standard.


That all electrical sockets and light switches are checked to ensure that there are no gaps around fittings and fixtures, as this is a health and safety issue


Void inspections

1. What are your judgements on the information you have


reviewed?Remember, judgement, evidence, impact.

One bedroom flat – 14 Charter Close, Penryn

Findings New bathroom, adapted for new tenant with limited mobility.Bathroom was immaculate, tiling to a very high standard.

Windows had two coats of varnish. Painting was to a high standard.

Standard of cleanliness in the kitchen was not high enough. Stains on outside and inside of the kitchen cupboards.

Small section of skirting missing in kitchen. Gap around electric socket and wall.Extractor fan in kitchen had not been cleaned and was very dirty.

Judgement:

Cornwall Housing staff should check property before letting. As well as check that the cleaning contractors have completed the work to the standard specified in the contract.

Met standard, but not clean enough in kitchen

2. Do you have any recommendations based on the information you have reviewed?Recommendation:

If contractor complete void, housing staff should check voids before letting the property.

Cleaning undertaken by the cleaning contractors needs to be monitored.


Voids Inspections

1. What are your judgements on the information you have


reviewed?Remember, judgement, evidence, impact.

Flat – 100 Kingsman, Bodmin

Findings:

Passed to a high standard

Door had been replaced and passed to a good standard

Outside needed attention e.g. communal areas and gutters needed cleaning (however it is a flat so gutters are not specific to the one property)

Communal areas were dirty.

Washing line had been vandalised.

Cleaning let it down, e.g. toe nails on the floor, not swept

Judgement:

Potential tenants would be put off by the exterior of the property including all communal areas. This could result in the property being ‘hard to let’

2. Do you have any recommendations based on the information you have reviewed?Recommendation:

Need to ensure that inside blocks of flats, within Cornwall Housings powers that the communal areas are clean and tidy.

Greater work needs to be done to tidy up external grassed and shrub areas, that a potential new tenant passes before viewing a property.


Voids Inspections

1. What are your judgements on the information you have reviewed?


Remember, judgement, evidence, impact.

Sheltered flat – 6 Gregory’s Court, Bodmin

Findings:

The property Passed the inspection however, the cleaning let it down. WC was stained badly and the seat was dirty. The hand basin was also marked.

The path had moss on and was slippery.

The in coming tenant was interviewed at a later date and the above issues were mentioned. So jobs were not resolved before letting to a new tenant.


Recommendation:

Properties should be inspected before letting. Paths to the property should be checked for moss as this is a

health and safety matter. The cleaning contract is reviewed and monitored.


Void Inspection



Sheltered accommodation – 42 Barn Lane, Bodmin

Passed, Cleaned to a good standard and would highly recommend.

Judgement:

Sheltered accommodation is cleaned to a higher standard then general housing.


None


Void Inspection


Supported Bungalow – 10a Holland Road, No-Mans-Land


Rooms without interior doors Flooring torn – trip hazard Bathroom – filler not sanded Loft hatch missing Poor paint work Moss on pathway

Judgement:

Need to review decorating vouchers and properties should not be let in this condition. Property should not have been let in this condition.


Recommendation:Cornwall Housing decorates throughout the properties with magnolia paint and gloss. Need to review this against vouchers and who makes the decision on who gets them, was this consulted on.


Void Inspection


4 Pengover Close, Liskeard


This property failed the void inspection on the following: Bedroom door handle loose Sticky walls in the lounge In kitchen cupboards had 2 loose hinges Silicone seal missing in kitchen above cooker space. Pipe leaking under sink. Some walls painted, but were vouchers offered? Garden shed still in garden, are they supposed to be taken

away when a property is void? Path to property slightly uneven. This property was ground floor, but it would have made

sense to clean the gutters to the front of the property. When gutters overflow it will affect ground floor property.

Judgement The decorating let the property down, however if they were

given vouchers this would make a difference.


That gutters are cleaned or inspected when a tenant moves into a property especially if they are full of leaves and overgrowth. Otherwise the problem worsens.

That there is a clear consistent approach for the mid and east area regarding what properties are painted and who is offered vouchers. There seems to be two different processes for the two areas. Housing officers can offer vouchers in the east area are if it secures the tenant taking on the tenancy.

SPR012Face to Face Interviews


The same survey questions have been used throughout this scrutiny investigation.

Flat – 65 West Park, Wadebridge

The tenant was female and aged between 25-34. The tenant was


not aware that there was a minimum standard that properties much reach before they are let. The tenant reported that the property was clean and not well decorated throughout. The tenant was not offered vouchers. All electricity, gas and water supplies were connected and safe. The tenant reported that the garden was not neat and tidy, but it’s because CH thought the garden belonged to tenant downstairs. The garden was tidied up after discussions with CH.There was an issue when tenant moved in with the hot water heater which was by an open fire (back boiler) CH connected the back boiler and when this was done the downstairs flat experienced some flooding.

Judgement:

Vulnerable tenant, difficult to gain information, no evidence of social worker support.

Not decorated to a good standard

Boiler not working when she arrived and after it was fixed it leaked and flooded the flat below.

Tenant was not sure how to use the emersion heater, tenant doing the interview gave her instructions.

2. Do you have any recommendations based on the information you have reviewed?Recommended:

Instructions should be given on heating etc, during the sign up.

Or some easy step by step guides on how to use all of our heating systems.


Face to Face Interviews


The same survey questions were asked throughout the scrutiny investigation.


Flat – 65 Old Hill, Falmouth

The tenant was male and aged between 35-44 years of age. The tenant was not aware that there is a minimum standard for letting a property. The property was clean and well decorated when tenant moved in. The tenant was given decorating vouchers. All the fixtures and fittings were in good repair and working. The electricity, gas and water supply were all connected and safe. There was no work outstanding and the garden was neat and tidy for the tenant when they moved in.

Judgement:

Tenant very happy, all 100%


Tenants should be given the void standard when they move in so they are able to see if all the work has been completed in the property.




The same survey questions have been used throughout this scrutiny investigation.


Mr & Mrs Court, 4 Manley close, Liskeard

The tenants were male and female and over 65 years of age. The tenants said they were aware that there was a minimum standard that properties had to reach before they are let. The property was not clean and not well decorated. No decorating had been done. The tenants were given decorating vouchers. They were not offered a choice that CH could paint for them. They did not feel that all the fixtures and fittings were in good repair. But felt that the electricity, gas and water supplies were connected and safe. The garden was neat and tidy.Other comments:

The tenants felt that they had no help from Housing officer, no information was given about stop cock & heating. The housing officer did not know where the stop cock was when asked. The stop cock was eventually located in the airing cupboard on the floor. So the tenants will have to lie on the floor to turn it off.

Not decorated was done in the property and they are over 65, however were given vouchers. The tenants also had to clean the property before they moved in. The cupboard in the kitchen fell off the wall and damaged the draining board; the tenants believe it was stuck on the wall with glue. It was the only wall cupboard in the kitchen. The tenants had to remove old carpets and get rid of the rubbish that the work men had left. After a few weeks there was a leak in the kitchen, the work was completed and the plimpth was left off in order to allow the kitchen floor to dry out. The workman did not return to put the plimpth back on. The tenants also said they only have one window key and it does not fit any of the windows. The tenants love their home but felt let down. Despite this the tenants are happy where they are living.Judgement

This does not give a good impression of Cornwall Housing allowing tenants who are in their 80s to take on a property that needed so much work doing to it.

The tenants felt let down because they had moved from a property that they had always took pride in and looked after.


Recommended:

What happened to the void procedure? Cornwall Housing must make sure that older tenants do not have to put up with sub standard properties when they move in. If the


tenants know what the letting standard is or if they had a check sheet, they can look to see if the work had been completed. They would have felt confident to ask Cornwall Housing to come and do the work. Cornwall Housing must make this information available to all new incoming tenants.

Housing Officers must be trained to know how to show tenants how to work the heating systems and turn of the water.

Tenant should receive an apology for their experience and refunded their decorating costs.




20 Gregory’s Court, Bodmin

Judgement:

He had heard of the void standard, but didn’t know what it was


Not clean and not well decorated Housing officer was very informative Wall in bedroom wet Living room window catch broken Faeces on bedroom carpet


Remove all carpets Not to address cleaning standards




Miss Swan, 6 Broomfield Crescent, Grampound

This tenant had problems with illness and disability

Not decorated well, badly plastered and she needed to employ a decorator to put right


Woodworm in floorboards, only treated the immediate area, so the infection continued

Damp in the property

No lighting outside the property, no street lighting and slippery pavements with moss

Tenant happy with where she was living

Judgement:

Tenant has been neglected

She has complained about the woodworm, lighting and parking

Decorating vouchers need to be reviewed for general needs


Recommended:

Cornwall Housing should consider painting all properties with at least one coat of pain before letting.


Documents

Cornwall Council€¦ · Web viewCornwall Housing Tenant-led Scrutiny Panel ‘Does void turnaround meet published target figures and are properties let meeting the Re-Let Standard?’