
The Tenant Services Authority have now published their much anticipated regulatory framework for social housing in England to be met by April 2010.
At its heart are six standards and against each of these are the outcomes landlords should meet and he TSA’s expectations of them.
The six standards cover:
- Tenant involvement and empowerment – which contains requirements relating to customer service, choice and complaints; involvement and empowerment; and understanding and responding to diverse needs of tenants
- Home – which contains requirements relating to quality of accommodation; and repairs and maintenance
- Tenancy – which contains requirements relating to allocations; rent*; and tenure
- Neighbourhood and community – which contains requirements relating to neighbourhood management; local area co-operation; and anti-social behaviour
- Value for money
- Governance and financial viability
The regulatory framework has been developed in collaboration with tenants, local authorities, housing associations and other partners. Its aim is to help improve the services provided for the eight million people who live in social rented and shared ownership homes in England.
Why on earth, you may be asking, is a telephone answering service blogging about the regulatory shenanigans of the social housing market?!?! Well, we answer lots of calls for Housing Associations, Local Authorities and Social Landlords across the UK; mainly during the evening and at weekends.
An example of this is the work we have been doing with Merlin Housing Society, the largest provider of social housing in South Gloucestershire. Apart from handling Merlin’s overflow calls, and calls outside of normal trading hours, we have also developed an Anti Social Behaviour Hotline for their residents.
Service Delivery Manager for Merlin, Sonia Key explains. “We’ve launched this service to give people the chance to report domestic violence, anti-social behaviour and hate crime incidents whenever they want. Although we will not be able to respond there and then, all the details will be passed on the next day to one of our specialist anti-social behaviour officers. If someone feels that they are in immediate danger they should dial 999. This service is about giving residents the support that they need and the knowledge that if they have any concerns they can contact us any time, day or night.”
For further details on Merlin Housing Society, and their positive approach to supporting their tenants, you can visit the press release and their website at http://bit.ly/bcrANe
by Steve West
Marketing & Business Development Manager
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