Ashford
Tenants
Panel
Scrutiny Report
Tenants Improvements
Contents
Foreword __________________________________________________________________________________________________________ 3
Introduction ______________________________________________________________________________________________________ 3
Scope _______________________________________________________________________________________________________________ 3
Action plan ________________________________________________________________________________________________________ 4
Position Statement ________________________________________________________________________________________________ 4
Call for evidence ___________________________________________________________________________________________________ 4
Information gathering ____________________________________________________________________________________________ 4
Interviews __________________________________________________________________________________________________________ 4
Benchmarking _____________________________________________________________________________________________________ 6
Review Evidence ___________________________________________________________________________________________________ 6
Conclusion ________________________________________________________________________________________________________ 6
Recommendations _______________________________________________________________________________________________ 6
Definition ___________________________________________________________________________________________________________ 6
Future process for permission __________________________________________________________________________________ 6
Timescales __________________________________________________________________________________________________________ 7
Monitoring and Feedback ________________________________________________________________________________________ 7
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Foreword
We are pleased to present the first scrutiny report of the Ashford Tenants Scrutiny Panel on Tenants
Improvements in Ashford Borough Council Housing Stock.
Prior to the establishment of the Tenants Scrutiny Panel, a Tenants Steering Group had been formed to
develop the role, function and responsibilities of the Tenants Scrutiny Panel in Ashford.
This developmental work has taken place between July 2012 and April 2013. Four members of the
tenant’s forum went to the National Communities Resource Centre at Trafford Hall Chester for scrutiny training
and were able to start the process of scrutiny straight away, and also cascade the training to fellow panel
members.
We received a Tenant Futures grant to bring in a trainer to offer scrutiny taster sessions to all ABC
tenants, and we then had further training for staff and panel members which incorporated the scope for
the pilot.
Introduction
The Scrutiny Panel decided to investigate the current processes around tenant’s improvements as we
felt there was minimal information available and a lack of consistency in opinions from various area
managers. We would then report back on any suggestions that could be implemented to make the
current process more transparent.
The following was agreed:-
Scope
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Considering the definition of tenant improvement – covering the spectrum of potential work from full
extensions, conservatories, and kitchens to small and simple things like installing cat flaps.
Looking at the current process of applying for and being granted or refused permission including
timeframes.
Looking at existing arrangements for offering information and support
Considering inspection and follow-up
Considering the existing process where permission is not sought
Considering recording monitoring and feedback.
Looking at when and how tenants are made aware about tenant improvement
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Action plan
Position Statement
We met with Barry Moss, Action estates operations manger, David Green deputy head of planned
maintenance, Ian Dyson, repairs manager and asked to be supplied with:
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Current definition
What paperwork exists
What the process is for granting permission
How many applications
What performance information
The managers confirmed that there was no current definition or performance information. Paperwork
was made available as part of the call for evidence.
Call for evidence
It was agreed that a draft form of words should go to the tenants on the Ashford Back Chat database of
involved residents with a email to the effect:‘The tenants’ panel are scrutinising Ashford Borough Councils policy and procedures regarding tenant
improvements. Do you have any experiences you would be willing to share with the panel where you
have been granted permission to carry out an improvement to your home? This could be a big piece of
work such as erecting an extension, or something small like putting in a cat flap. Please answer the
following questions and return this email to the tenant participation officer.
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Did you know whether you needed permission to carry out the improvement? yes/no
Did you receive advice and support when you applied for permission?
Did you receive written permission?
How quickly was your enquiry dealt with?
Was any follow-up contact made?
Would you be happy for a member of the tenants’ panel to talk to you about this process?
This information will be used as evidence for any recommendations the panel makes regarding
improvement to this aspect of the housing service.
Some responses were received, considered and incorporated in this report.
Information gathering
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A blank Tenancy agreement, handbook and sign-up pack would be asked for.
Examples of correspondence regarding actual improvements carried out where permission had been
granted and examples of where permission had not been sought would be sourced.
Panel members looked at wording in the existing handbook.
Interviews
Interviews with Area Managers were carried out by panel members in a ‘speed dating’ format which the
managers found extremely useful as the questions were well thought out and consistent and the panel
had the opportunity to question each area manager separately on the same topics..
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Benchmarking
Panel members approached other housing providers to ask for sight of their policies so that comparisons
could be made and any good practice incorporated in our recommendations. In fact those organisations
approached were no further forward than us in this area of work.
Review Evidence
All evidence was collated and reviewed and presented to the panel for discussion.
Conclusion
It was apparent that the tenant responsibilities were set out in the tenants’ handbook but needed to be
expanded on as the information was very basic. If a tenant made a request for improvements, this was
passed to the relevant Area Manager to assess.
There is not a set procedure or policy on this and each Area Manager deals with each request on its
merits. There are no standard letters for consistency as each Area Manager creates their own.
If the request involves a major improvement, such as removing walls, then the matters is referred to the
planned maintenance team for input.
There are no timeframes agreed. Currently there is no list of do’s and don’ts.
Once investigations are completed the Area Manager would write back with the decision and any
conditions that apply.
Once the work is complete a follow up inspection may be carried out to ascertain if the works are
completed as requested and to the required standard. In some cases, such as a minor improvement like
a cat flap a visit is not required.
Recommendations
Definition
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There should be a clear definition of works that need permission.
There should be a list of do’s and don’ts.
There needs to be a clear definition of work that does not need permission but needs advice.
There should be standard guidelines about what happens when work is done without permission.
The tenants’ handbook and tenancy agreement should be amended to give a better definition and
advice on the process.
Future process for permission
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Use a set of good easy to understand templates which can be adapted and can range from simple
acknowledgement to detailed advice.
A detailed pack should be created which can be available on request but referenced in the
handbook.
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Timescales
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Information could be given at sign-up detailing response times and when information is available and
again at post tenancy visit. A process can be set up to deal with Inspections and follow-ups including
\an appeals process where the tenant can be signposted to the complaints procedure. If the case is
not dealt with within the time frame then this can tie into the appeals process.
Monitoring and Feedback
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Recording and monitoring of feedback using a page within work system similar to the antisocial
behaviour log, so all cases can be kept centrally.
This can be used to determine numbers of cases to establish work flow. Details can be recorded as
to what affect on the stock (good or bad). An audit trail can be established to determine whether
cases are being dealt within target time (to be agreed and set).
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Document Control
Document Title
Scrutiny Report – Tenants’ Improvements
Version
Date
Author
Document
Status
V0.1
12/11/2013
Julie O’Kane-Gill
Initial Draft
V0.2
11/12/2013
Julie O’Kane-Gill
Final
Benchmarking section
added
Approval
Date
Approved By
Revision
Required
Comments
11/12/2013
Scrutiny Panel
No
To be submitted to
Council in March 2014
Changes
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