TSA Standards Review: Home Standard

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1 TSA Standards Review: Home Standard Guidance note: This document sets out, in pink, what is expected of a landlord to meet the TSA s national standards. We then explain: Heantun s existing service standards how we performed against those standards in 2009; how does that performance compare to other housing providers; what tenants have said to us about our performance; what plans do we have to improve our performance in the future to meet or improve upon national standards; and expected outcomes. All of this of course is subject to further consultation and discussion with tenants as part of agreeing our local offer. 1. Quality of accommodation TSA Standards Required Outcomes: 1.1 ensure that tenants homes meet the standard set out in section 5 of the Government s Decent Homes Guidance by 31 December 2010 and continue to maintain their homes to at least this standard after this date 1.2 meet the standards of design and quality that applied when the home was built, and were required as a condition of publicly funded financial assistance, if these standards are higher than the Decent Homes Standard 1.3 in agreeing a local offer, ensure that it is set at a level not less than these standards and have regard to section 6 of the Government s Decent Homes Guidance Specific Expectations Heantun s Standards: The TSA may agree with a registered provider an extension to the 31 December 2010 date where this is reasonable. Providers shall ensure their tenants are aware of the reasons for any extension given. The Decent Homes Standard has been set by the Department for Local Government and Communities. The Department expects 95 per cent of all social housing to be decent by The definition of what is a decent home has been updated to reflect the Housing Health and Safety Rating System (HHSRS) which replaced the Housing Fitness Standard on 6 April A decent home meets the following four criteria: 1

2 a) It meets the current statutory minimum standard for housing b) It is in a reasonable state of repair Dwellings which fail to meet this criterion are those where either: one or more of the key building components are old and, because of their condition, need replacing or major repair; or two or more of the other building components are old and, because of their condition, need replacing or major repair. c) It has reasonably modern facilities and services a reasonably modern kitchen (20 years old or less); a kitchen with adequate space and layout; a reasonably modern bathroom (30 years old or less); an appropriately located bathroom and WC; adequate insulation against external noise (where external noise is a problem); and adequate size and layout of common areas for blocks of flats. d) It provides a reasonable degree of thermal comfort Dwellings are to have both effective insulation and efficient heating. Heantun Performance Evidence for 2009/10: 100% of Heantun s properties meets the decent homes standard Summary of property types, identify number with standards higher than decent homes (KK) Source: 2009/10 RSR Summary Comparative data 2009/10: Heantun is in the top quartile of registered social landlords meeting decent home standards Source: TSA performance data 2009/10 Resident Satisfaction Evidence 2009/10: Quality of home data Source: Status survey results 2009/10 Future Plans To agree a Decent Homes Plus standard as part of our local offer to tenants. This will be based on tenant priorities and good practice and is likely to include: Energy efficiency Safety and security in sheltered schemes Adaptations & accessibility 2

3 The Local Offer shall include performance targets & reporting mechanisms Improve our asset management information and management planning systems Ensure the quality and safety of tenants homes Efficiently procure services and materials Source: Heantun s Asset Management Business Plan 2010; Asset management business targets; Tenants annual report Expected outcomes Heantun properties become the housing of choice for tenants and applicants Reduction in responsive maintenance in terms of numbers of repairs and cost Increase in the energy efficiency of homes 2. Repairs and maintenance TSA Standards Required Outcomes Specific Expectations 2.1 provide a cost-effective repairs and maintenance service to homes and communal areas that responds to the needs of, and offers choices to, tenants and has the objective of completing repairs and improvements 'right first time' Registered providers shall ensure a prudent, planned approach to repairs and maintenance of homes and communal areas. This should demonstrate an appropriate balance of planned and responsive repairs, and value for money. The approach should include: responsive and cyclical repairs, planned and capital work, work on empty properties, and adaptations. Heantun s Standards Follow the link to our repairs and maintenance standards. Heantun Performance This year we spent 229,009 on responsive repairs and 2009/10 completed 3374 repairs; an average cost of per repair. We dealt with 97.5% of all repairs within target time 91.5% of repairs were completed at first time visit 100% of all repair calls were arranged by appointment 3

4 Comparative data 2009/10 TSA This year we spent 212,562 on major repairs replacing 48 kitchens, upgraded 21 electrical and ventilation systems replaced 3 bathrooms and 30 boilers We spent 144,304 on getting empty properties ready to re-let. Source: Performance Report 2010; Repairs performance outturn 2009/10 Resident Satisfaction Evidence 2009/10: 97.5% of all tenants were satisfied with the repairs carried out Status survey data: General, supported, older & SO Source: Status survey results 2009/10; Repairs satisfaction returns Future Plans 2010/11: Agree with tenants our responsive and empty homes repair standards and performance measures as part of our local offer. Include clearer definition of tenants & landlord responsibility, information about what is free and what is chargeable or is a contributory option for tenants. Provide comparisons of the cost and efficiency of the repairs service using the Housemark benchmarking service. Increase the proportion of planned repairs to responsive repairs to 65/35 from Provide more opportunities for tenants to influence the specifications and exercise choice about major improvements in their home such as kitchen and bathroom replacements Develop the Decent Homes Plus standard Deliver the window replacement programme Develop a Community Energy Saving Investment Scheme Offer annual preventative property checks by appointment Heantun s Asset Management Business Plan 2010 Expected outcomes Maintain high satisfaction levels with reactive repairs 4

5 Increased quality of void repairs and higher rates of satisfaction of new tenants with their home Increased number of planned improvements including kitchen, bathroom and window replacements Increased tenant input produces higher rates of satisfaction with planned repairs Required Outcomes Specific Expectations Heantun s Standards 2.2 meet all applicable statutory requirements that provide for the health and safety of the occupants in their homes Registered providers shall co-operate with relevant organizations to provide an adaptations service that meets tenants needs. Follow the link to our repairs and maintenance standards. Heantun Performance Heantun carries out regular safety inspections at all of its 2009: schemes carried out by housing, scheme improvement and support staff as well as tenants. Heantun completed all repairs that are essential to our tenants remaining safe in their home and community. We completed annual gas safety checks on 100% of our tenanted and empty properties where required. We have competent providers for key services that keep tenants safe such as gas servicing and repairs, fire equipment maintenance & lift maintenance We have fire risk assessment and management plans that are regularly monitored for all of our housing schemes where it is required Heantun works closely with Local Authorities to ensure they are able to carry out major adaptations to properties for tenants with a disability. 10 tenants had bathrooms upgraded through Disabled facilities grants in In 2009 we built 9 homes to wheelchair standard for residents in Wolverhampton. Source: Performance Report 2010; Heantun Health & Safety Management Database Future Plans Increased levels of staffing to carry out safety checks, risk management and safety plans at sheltered housing schemes 5

6 Develop the potential for shared funding approaches with statutory services for adaptations for disabled tenants Expected Outcomes Maintained level of property and scheme safety Increase in availability of adaptations for disabled tenants 6

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