Void Management Policy

If you require this procedure in a different format please ask a member of staff

Date of Review Review Due

June 2014 June 2017

H 20

Void Management Procedures

These procedures cover all aspects of the Association’s void management function. The objective of these procedures is to ensure that rent loss is minimised and the most effective use is made of the housing stock to meet housing need.

Void Process The void process includes: a) Initial letting of houses b) Tenancy terminations c) Inspections d) Identification of rechargeable works and other tenant responsibilities e) Ordering works f) Re-let standards

g) Offering tenancies and arranging viewing h) Creating tenancies, signing leases, etc. 2 Objectives and Principles of the Policy 2.1 The objectives of the void management policy are:

to ensure that properties allocated by the Association meet acceptable standards

to ensure rent loss through vacant housing is minimised

to ensure that the Association makes the most effective use of the housing resources available to it to meet housing need

2.2 The principles of the void management policy are:

to provide a clear statement of the level of service to which we will work

detailed procedure and agreed practices will be applied

training for staff will be provided

communication with tenants and service users should be in "plain language"

3 Void Process 3.1 Initial letting of houses:

tenants are advised of procedures to end their tenancy when they are signing their tenancy agreement

tenants are advised that they must give at least twenty eight days notice in writing prior to ending their tenancy

3.2 Notification of termination of tenancy

Notice of termination must be given in writing. The Association will provide a tenancy termination form (Appendix 1) which will give details of: Date of actual leaving if earlier/ later than the termination date Signatures of all parties to the tenancy including those with matrimonial rights to the property Key return date Forwarding address and telephone number Reason for termination Arrangements for the pre-inspection visit Details of gas and electric meter and utility supplier

3.3 Notice of termination will be acknowledged within 3 working days (Appendix 2) and will include the following details: Confirmation of the termination date Reminder of rent due to termination date Indication if there are any rechargeable repairs and whether there are

improvements that qualify under the compensation rules Where to return keys to and when Clear guidance on the basic requirements for vacating property.

a) Carpets and belongings should be removed. Removal of furnishings will be recharged. In instances where floor coverings are in excellent condition discretion will be applied to leave the floor coverings, if the incoming tenant agrees. The flooring will be the responsibility of the incoming tenant and a disclaimer will be signed to this effect. (Appendix 10) b) When a tenancy is terminated because of death and there is no successor:

details of death will be requested from the person notifying the Association

the death certificate will be photocopied

any rent arrears will be recovered from the tenant's estate wherever possible as there is still liability for rent up until the house is cleared

Persons dealing with the deceased’s estate should be advised that they have a maximum of two weeks to clear the house. Discretion however can be applied where relatives etc may stay further afield. In these cases they should be given no more than four weeks to clear the house

Where there are no next of kin or representative to deal with the tenant’s belongings staff can clear the house immediately once they have obtained “reliable” information that the tenant is deceased and that no-one intends to claim the belongings. Prior to disposing of any belongings, Elderpark should write to the Police detailing a list of items in the house and advising of the circumstances and that Elderpark will dispose of the items within 7 days unless the Police advise us to deliver the items to them. (Appendix 12) A record will be kept of the estimated value of any goods disposed of. (Appendix 13)

3.4 Commencement of the Allocation Process The allocations procedures should commence as soon as possible after

notification of termination.

3.5 Abandonments Where it appears that a property has been abandoned by the tenant, the

statutory procedures contained in the Association's Abandonment Procedures will be followed.

4 Pre-Termination Inspection – (Non Transfer Cases)

A pre-termination inspection and visit will be carried out by the Housing Officer/ Assistant and the Maintenance Officer, as agreed, or whenever possible, within 7 working days of the termination being received.

During the pre-inspection the Housing Officer/Assistant will point the property to ensure that the rent charge reflects the points allocated to the property. (Appendix 11)

4.1 The purpose of this inspection is to:-

Identify any aspects of disrepair which are the responsibility of the tenant

Enable the tenant and Elderpark Housing Inspector to sign a declaration at the end of the inspection as to the condition of the property.(Appendix 3)

Identify any repairs that are the responsibility of the tenant and those that are the responsibility of the Association

Where the rechargeable repairs are in excess of £500.00 maintenance will notify the finance section who will record it in the sub accounts

Check on any alterations carried out by the outgoing tenant (to determine qualifying improvements for compensation)

Identify any adaptations carried out by the Social Work Department or the Association

Discuss arrangements to clear the outstanding debt

Remind the tenant of their obligation when ending their tenancy

Check the rent charge against the points

4.1.1 The Maintenance Officer will prepare standard reports (Appendix 3) which will be signed by the tenant, detailing outstanding repair responsibilities. A copy will be given to the tenant. The outgoing tenant will have the opportunity to remedy or pay for any defects for which they are responsible prior to the end of the tenancy. Their preference to remedy the rechargeable repair will be noted on the inspection sheet. Payments can be paid at reception in the main office. If the defects are not remedied prior to the end of the tenancy or if the works carried out are not satisfactory, a recharge will be raised where there is a forwarding address and the recharge is greater than one month’s rent. Where the recharge is in excess of £500.00 and there is no forwarding address maintenance will notify the finance section who will record the recharge on the sub accounts.

4.1.2 Transferring Tenants

4.3 Where the tenant is transferring within our stock and has rechargeable repairs the Maintenance Officer will provide the Housing Officer/Assistant with a copy of the condition report (Appendix 3) The Housing Officer will send a letter to the tenant (Appendix 4 Recharge letter) confirming what monies must be paid or what work must be done and when the follow up inspection will take place. Follow up inspections should be done three days after the initial pre-inspection. If the tenant has opted to pay for the repairs the letter will advise the date money is due. The letter will outline the procedures that internal transfers have to make good repairs or pay the cost by a specified date or their application will be put on hold indefinitely. This will apply if the total tenancy debt including recharges is greater than one month’s rent.

4.4 If, after the follow-up inspection, the house ‘fails’, The housing officer will send

a letter to the tenant advising that their application for transfer has been suspended until they have resolved the outstanding issues (Appendix 5).

5.0 Keys

When the keys have been received Capita will be updated, the keys will be tagged and delivered to the Maintenance Office on the same day. If the keys are returned after the termination date on the notice, the tenancy end date will be amended on Capita to coincide with the date the keys were handed in.

6.0 Post Inspections

6.1 The Maintenance Officer will have regard to the Void Property Sheet

(Appendix 7) to identify repairs to bring the property up to a lettable standard (Appendix 6). These will be noted on the void property inspection sheet (Appendix 7), which is also used to update the stock condition. Post inspections will be carried out by the Maintenance Officer within two working days of the keys being received. The purpose of the inspection is to: identify any further repairs identify any rechargeable repairs assess any qualifying improvement for compensation

6.2 The lettable standard is based on based on the Scottish Housing Quality Standards. It is the Associations intention whenever possible to carry out remedial works whilst the property is void to achieve these standards.

6.3 It may be expedient for the Maintenance Section to return the keys to the

Housing Officer to re-let the property before the repair work is complete. For example, the length of time the property remains void may be prolonged because waiting for a specialist trade is required or material is difficult to source. Alternatively the new tenant is keen to move in. In such cases the Maintenance Officer will ensure that the property satisfies safety standards and is fit for habitation. They will advise the Housing Section what remedial

work is outstanding. In turn the Housing Officer/ Assistant will pass this information onto potential tenants at the viewing.

7 Utilities If there is no gas or electricity supply in the property the Maintenance Officer

will contact the appropriate utility company and arrange to reinstate supplies before the start of the tenancy. Delays in re let times can occur with ensuring that the gas and electric appliances are safe. Gas or electric appliances left by the previous tenant will be removed. 8 Tenancy Sustainability Incentives

Housing Officers/Assistants will be able to offer the following incentives to assist people in setting up home or to assist with letting the property.

Incentives include:

Awarding a decoration voucher or paint pack to assist the prospective tenant to decorate the property. This amount is normally set by the maintenance section; however, housing management can negotiate this and increase the decoration allowance awarded, provided it does not exceed the maximum amount of £250.00

Offering a flooring and blinds package

Ordering a Starter Pack for the prospective tenant

9 Offering Tenancies 9.1 Selection of prospective tenants will be in accordance with the Association's

Allocations Policy and housing application procedure. . 9.2 Initially offers can be made verbally or via text message but should be

followed by a letter of offer. Every offer will contain: size of property rent type of heating in property date of entry whenever possible viewing arrangements the association's contact for information

9.3 The applicant who has been selected for the property will be advised

immediately when work is complete and an accompanied viewing carried out once the keys have been received at Housing Management. Applicants are expected to indicate their acceptance or refusal within two days of the viewing taking place. The only exception to this is section 5 referrals that have seven days to confirm their acceptance or refusal.

9.4 All applicants must accept the tenancy with the date of entry as specified by

the Housing Officer/Assistant. This will only be amended in exceptional circumstances.

9.5 The Housing Officer/Assistant will sign up new tenants; complete the necessary paperwork and checklist (Appendix 8), issue a tenant’s handbook and tenancy agreement. Where necessary they will make an appointment with the Money Matters adviser to assist with completion of housing benefit forms etc.

9.6 The Housing Officer/Assistant are responsible for amending the tenancy

details on Capita and creating a new let 9.7 The Housing Assistant will carry out a New Tenancy Visit (Appendix 9) ideally

within four to six weeks of the entry date. This will ensure the tenant has settled in and help with any problems they may have.

9.8 Any refusal of offers will be recorded on Capita 10 New Tenancies 10.1 The sign up interview will cover the following (appendix 8, checklist)

full explanation of the Tenancy Agreement possible entitlement to housing benefit and referral to Money Matters completion of housing benefit change of address/housing benefit on two homes form where applicable the rent arrears recovery process issuing of the Tenant Handbook issuing of landlords gas safety certificate issuing of landlords electrical safety checklist certificate

issuing of an Energy Performance Certificate issuing of landlords Fire Risk brochure information on the current utilities suppliers Sign up information in Polish where appropriate

11 Performance Monitoring The Management Committee will agree targets for letting void properties annually. Performance in relation to these targets will be monitored by the Housing Manager and reported to the Management Committee quarterly.

void repairs completion times (target time 15 days)

Time between end of tenancy and keys returned by the outgoing tenant

total number of re-lets Void loss as a percentage of rental income. Void loss due to planned maintenance/major works Housing Management: Void time 4 days (where the properties is not refused)

Void time in days for voids 18 days

Number and reason for refusals (Annual Report)

Analysis of new tenant surveys (Annual Report) 12 Review

This policy and procedure note will be reviewed every three years, the next review being due in June 2017. An interim review may take place in the event of changes to good practice, regulatory or legal requirement.

Appendix 1 Elderpark Housing Association

TERMINATION OF SCOTTISH SECURE TENANCY

TENANCY REFERENCE: ________________________ NAME: ____________________________________ (TENANT) ____________________________________ (JOINT TENANT/ CO-HABITEE) I / WE HEREBY GIVE NOTICE THAT I / WE WILL BE TERMINATING MY / OUR TENANCY GIVING VACANT POSSESSION OF

(4 weeks notice period) ON THE ________________DAY OF _____________________________ 2014 SIGNED: ________________________________ (TENANT) SIGNED: ________________________________ (JOINT TENANT / CO-HABITEE) DATE: ________________________________ KEY RETURN DATE: ________________________________ CONTACT TEL NO: ________________________________ FORWARDING ADDRESS: ________________________________ ACCESS FOR PRE-TERM ________________________________

Electric Supplier

Type of Meter

Gas Supplier

Type of Meter

REASON FOR TERMINATION _______________________________________ ________________________________________________________________ I/We, ELDERPARK HOUSING ASSOCIATION LTD accept your termination notice for: _______________________________________________________________________ SIGNED: _________________________

DESIGNATION: _________________________ DATE: _________________________

Appendix 2 Ack Termination Date Tenant Name & Address Dear Acknowledgement of Termination Notice: Tenancy reference: I acknowledge receipt of your notice to terminate your tenancy at (Address) The date of termination is the Listed below is information on how you can successfully terminate your tenancy with the Association.

Responsibilities Action

Return Your Keys To: Main Office: 31 Garmouth Street.

Rent Due: £

Appointment for a pre- Pre-termination Inspection

Date

Rechargeable Repairs Yes / No *

Condition to leave the property See attached leaflet.

Have you carried out improvements which qualify for compensation?

Yes / No *

I look for to seeing you on the (Date and time of pre – termination inspection). If the above appointment does not suit you please do not hesitate to contact me. Yours sincerely Elaine Somerville Housing Officer Enc’s (1) Checklist: Moving Out Before moving out of your home, you need to do the following: Leave the house in a clean and tidy condition; Remove all your belongings; Make sure any lodgers or subtenants leave with you;

Allow us access to your house before you move out, if the appointment does not suit please let me know; Hand in your keys to the main office; Remove any fixtures and fittings you have installed without our written permission and make good any damage; Is your rent account up to date? If not have you made an arrangement with your housing officer; Apply for any compensation you may be entitled due to improvement work you have carried out; ( see clause 5.21 in your missive) Leave the house in a good decorative order Do the repairs you are obliged to do; Give us a forwarding address unless there is good reason not to do so. . The staff at Elderpark Housing Association wishes you all the best in your new home!

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Appendix 3 Pre - Termination Inspection PERSONAL DETAILS

Tenant’s Name

Address

Contact Tel Number

Name of Staff member

Date of Inspection

Rechargeable Repairs

no. item Remedial work cost Ten to fix

Y/N

Y/N

Y/N

Y/N

Y/N

Y/N

Order Repair Work

No Item Remedial work

Compensation for improvement

No Item Improvement

Adaptations

No Item Adaptations

Signature Tenant: ______________________ Date ___________ Signature Officer: _______________________ Date ___________

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Appendix 4 Rechargeable Our Ref: TFREP/«refno» 24 July 2014 «corres1» «address1» «address2» «address3» «address4» «address5» «postcode» Dear «corres2» Transfer Application and Rechargeable Repairs Application Reference Number: «refno» I write with reference to our recent visit to your home regarding your transfer application. At the moment, the Association is unable to commit to offering you a move within our stock because of outstanding tenancy debt. The details of the debt are listed below:

Tenancy Debt: Recharge / Arrears Remedial Action by (Specified Date)

Total

* You have agreed to pay the total amount by (the Specified Date) * You have agreed to repair the above items by (the specified date) and the Association’s Maintenance officer will re-inspect the repairs on (Date at Time). If you fail to address these issues your housing application form will be suspended. Alternatively, you application will be actively considered as previously discussed. If you have any queries regarding this letter please do not hesitate to contact me. Yours sincerely «UserName» Housing Officer

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Appendix 5 Suspended Applications 24 July 2014 Our Ref: SUS/«refno» «corres1» «address1» «address2» «address3» «address4» «address5» «postcode» Dear «corres2» Transfer Application Ref No «refno» Suspension from the Transfer List I refer to the follow up inspection of your home regarding outstanding rechargeable repairs and I note that you have failed to make good the damage. As a result your transfer application will be put on hold until you repair the items to the Association’s standard or you adhere to an arrangement to pay for the damage. If you have any queries or should you wish to appeal against this decision please let me know. Details of our complaints policy are available on request. Yours sincerely «UserName» Housing Officer

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Appendix 6: Re Let Standard Re-Let Standards These items are based on the Scottish Housing Quality Standards. It is the Association’s intention whenever possible to carry out remedial works whilst the property is void to achieve these standards. Security All locks will be replaced Properties considered to be vulnerable will have protection installed to external windows and doors by means of security panels and door locking devices Door entry systems will inspected and repaired if necessary Decoration Where graffiti, smoke damage or poor decoration is evident a decoration voucher will be awarded or where necessary walls and ceilings will be decorated and woodwork painted. The Maintenance Officer will specify the level of decoration allowance, however, this is negotiable between maintenance and housing management (See decoration allowance procedures) Internal fittings and fixtures

All fixtures and fittings including sanitary ware, kitchen units, doors, windows, electrical and ironmongery will be repaired or renewed.

Planned Maintenance Items including kitchen units, gas appliances and external fans will be replaced if required when the tenancy is void. Common Areas

All common areas including landings, stairs, front and rear access doors, bin stores, railings, fencing, paths and lighting will be repaired or renewed. Garden maintenance will be carried out if required.

Health and Safety An electrical safety check will be carried out and subsequent repairs completed. The

incoming tenant will be provided with an electrical safety check certificate. The smoke detector will be checked and if battery operated will be replaced with a hard

wired detector. Carbon monoxide alarms should be installed in all properties A gas safety inspection will be carried out. A copy safety certificate will be issued to the

incoming tenant. The Association will only let tenancies when both gas and electric supplies are available at the property.

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If there is no gas or electricity supply, the gas appliances will be capped until both supplies are reinstated and the service completed. If applicable carbon monoxide alarms will be checked and replaced if necessary.

Uneven or damaged flooring will be repaired or replaced. Needles or blood spillage will be removed by specialist contractors. Artex applications will be removed by specialist contractors if asbestos is present. A sample of the material will be carried out prior to removal. Cleaning In instances where floor coverings are in excellent condition discretion will be applied to

leave the floor coverings, if the incoming tenant agrees. The flooring will be the responsibility of the incoming tenant and a disclaimer will be signed to this effect.

With the exception of the instance above, all furniture floor coverings and debris will be cleared from the property.

Fumigation and pest control treatment will be carried out if necessary. All fixtures and fittings including kitchen surfaces, sanitary ware, windows and floors will be cleaned. Energy Performance Certificates Whilst the property is void an Energy performance survey is carried out where required and the incoming tenant is issued with the full Energy performance report. An Energy performance certificate is also located with each property Windows - Conservation Areas Where the property is part of a conservation area, window operating instructions will be issued to new tenants.

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Appendix 7 ELDERPARK HOUSING ASSOCIATION LIMITED Maintenance Section

Void Property Repair Work Schedule

Address

Date keys received

Date of inspection

Inspected by

Estimated completion date

Date of final inspection/keys returned

Meter readings Initial Final Serial No.

Gas

Electric

Decoration

Living room

Kitchen

Hall

Bathroom

Bed 1

Bed 2

Bed 3

Voucher applied

Nil

Current Certificates

Electrical safety Renew Board ?

Gas safety EPC

Date Required Required Required

Repairs ( Standard) Contractor

1 Check electrics inc smoke and CO detector

2 Service Gas Appliances City Building

3 Seal waste, Drain down

4 Change locks, Service windows/doors/unit doors

5 Clean property Cleanscene

6

7

8

Planned Maintenance Contractor

1

2

Comments: Any rechargeable repairs

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Appendix 8 Elderpark Housing Association

Sign Up Checklist

Tenant: _____________________________ Joint Tenant: __________________________

Address: ____________________________ Post Code:____________________________

Date of Sign-Up: _______________________Tenancy Start Date: _____________________

Rent:________________ Service Charge: _________Total Charge: ________________

Tenancy Ref. Number: ____________ Sign-Up Officer: ____________________________

Item Action

Tick

Introduction The Housing Officer/Assistant to introduce themselves and explain their role. Inform tenant of contact number and hours of business

Contact Form Complete Contact form & Update Vulnerable Indicators on IBS

Rent and Council Tax

Explain to the tenant responsibilities in relation to their rent and that it must be paid in advance before the 28th of each month. Also cover:-

How much to pay When to pay Where to pay How to pay (Allpay card or Direct Debit as per Allpay leaflet )

Housing Benefit Do they wish to apply for Housing Benefit? Advise of the need to hand it into 780 Govan Rd, with tenancy

agreement and proof of income. (leaflet in pack) Complete Housing Benefit Mandate Form Make appointment with Money Matters if required

Rent Arrears Point out the importance of not getting into rent arrears and the consequences if they do. Stress that if they have difficulty paying they should contact you immediately.

Pet Policy Explain the pet policy

Alteration and improvement

Explain the Alterations and improvement policy

Repairs Give tenant repairs information leaflets Explain the Right to Repair policy Explain that all repairs should be reported to the

Maintenance office which is situated at the corner 227 Langlands Rd

Issued Fire safety booklet Issued Electric/ Gas safety certificate.

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Utilities Issue utilities sheet with meter and supplier details

Summary Agreement

Read over the Summary Agreement advising them of their rights and responsibilities and issue “Do and Don’t” form

Check that all (joint) tenants understand the agreement and answer any queries: ( Make reference to Sign up information: Referral agencies if appropriate)

Tenancy Agreement

Ensure that all (joint) tenants sign two copies of the new agreement

Get another member of staff to witness the agreement Give one copy to the tenant and put the other one in the

house file

Decoration Vouchers

Issued Decoration vouchers if applicable Explain the procedure on how and where to spend them Ask tenant to sign decoration allowance pro-forma

Waste Collection & Close Cleaning

Inform tenant when their bins will be emptied Inform tenant when close cleaning will be carried out

Tenants Handbook

Issue new tenants handbook

Content Insurance

Discuss contents insurance ( leaflet in pack)

Complaints Procedure

Explain the complaints, suggestions and compliments procedure

Score Form Explain what the score form is and ask tenants permission to complete

Right to Buy Explain RTB as appropriate to new tenant/s

Keys Issue all Keys (2 Sets) and ask tenant to sign key book

New Tenant Visit And Survey

Courtesy visit will be carried out in 4-6 weeks Explain the purpose of the visit Appointment will be made approx 1 week before Issue new Tenant Survey Form

For office use only : After sign-up

If joint tenant check application form on IBS to make sure both are ticked as applicant

Complete score form online Order Allpay Card Advise Glasgow City Council of change in tenancy

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New Tenant Visit noted in Outlook Diary

Declaration: I acknowledge receipt of the above issues Signed ______________________________ Date ____________________________

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Appendix 9 New Tenant Visit Form U:\Housing Management Procedures\Sign Up Pack\New tenant visit form.docx

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Appendix 10

Disclaimer – Floor Coverings

I/We (name and address of tenant/joint tenant) have been advised that Elderpark Housing Association will remove the flooring prior to the tenancy commencing if we wish. I/We have decided that we do not wish the flooring be removed. I/We accept that as at the date of signing the tenancy agreement, the flooring is in good condition and is safe and fit for purpose. I/We accept that from this point onwards it is our responsibility to maintain the flooring, keep it safe and effect any repairs to it. I/We accept that the flowing is not a fixture and fitting in the house and that Elderpark Housing are not responsible for the wear and tear of the flooring and will not replace the same. I/We accept that I/We will remove the flooring at the end of the tenancy. Signed Tenant _________________________________________ Signed Joint tenant _____________________________________ Staff Member: _________________________________________ Date: ____________

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Appendix 11

ELDERPARK HOUSING ASSOCIATION

RENT CALCULATION SCHEDULE

ADDRESS

APT SIZE

POINTS

Tenancy 30/32

HOUSE TYPE

Flat 4

Maisonette 5

House 6

Bungalow 8

Duplex

New Build 7

HOUSE SIZE

Living Room 2 (per space)

Bed Spaces 2 (per space)

KITCHEN TYPES

Kitchen Area 1

Kitchenette 2

Kitchen 3

Dining Kitchen 4

HEATING

Radiators 2 (per appliance)

Storage Heaters 2 (per appliance)

Gas Fires 2 (per appliance)

GARDEN 0-2

AMENTIES

Door Entry 1

Balcony 1

Additional Toilet 2

Additional Shower Room 3

Additional Bathroom 3

En suite Shower/Bathroom 3

ADDITIONS/DEDUCTIONS

Rooms below average size

Rooms above average size

Separate apartments

TOTAL

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Appendix 12 Ref/ Police Scotland Headquarters 923 Helen Street Govan G52 1EE 24 July 2014 Dear Sir/Madam Re: Property Following Death of Tenant at (Insert address) Under section 67 of the Civic Government Scotland Act 1982 we are instructed to advise you that belongings have been left in the property at (Insert Address) following the death of the tenant. The next of kin have failed to hand the keys in for the property and we now wish to dispose of the belongings. The belongings which have been left are (detail belongings left). Please advise us within 7 days if you wish the belongings to be delivered to you, otherwise the items will be disposed of. Yours sincerely (Name) Housing Officer/Assistant

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Appendix 13

Name Address Approximate

Value of

goods

disposed

Date

disposed of