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One response to “Latest member question: variations to furnished tenancies”

1. Good morning

   We have had one response to your question in our Rent Compliance Hub WhatsApp group as follows:

   We give 28 days written notice for any variance to charges.

   If you’d like any further information about our WhatsApp groups, please contact [email protected]

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One response to “Latest member question: contents insurance for residents”

1. Good morning, we have had one response to your question in our Rent Income Excellence Network WhatsApp group:

   • We have just stopped providing tenant contents insurance. The existing two year contract had come to an end and despite heavy promotion the scheme has shrunk year on year. We used to administer the scheme inhouse. Not a great deal of work per week, but when you add it up over a year it was very doubtful whether the commission from the premiums covered the overheads.

   If you’d like any information about joining our WhatsApp groups, please contact [email protected]

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One response to “Latest member question: damp and mould”

1. Good morning, we have a had a response from the Asset Management Network WhatsApp group as below:

   I believe the regulator published some information on this following the damp survey they did in Nov/Dec 22.

   We were quite low, however we’ve done a significant amount of stock condition surveys this last year which has identified a lot of unreported damp (not major damp). The result being around 10%. Our stock is in generally very good condition, Resident demographic is generally retirement age.

   If you would like further information about the Asset Management Network WhatsApp group please contact [email protected]

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One response to “Latest member question: demand for level access showers”

1. Good morning, we have had a response to your question:

   There has been no tangible increase in the number of bathroom adaptations but then again there is no definitive benchmark either. A+A is an on demand service that is entirely unpredictable.

   This question I think is aimed more towards strategy and planning for info around any generic build specs that might facilitate ‘plug and play’ adaptations in new builds and whether there could be or has been any perceived cost saving associated with this. This is not my service area so I can’t comment.

   We can also only answer as a district council without a social care responsibility. Larger unitary authorities may be able to provide more concise answers.

   At TDC. A&A FFS adaptations are always done retrospectively into predominantly aged housing stock of differing design and with varying accessibility.

   Some wet floors are naturally drained but many need pumped waste systems which would negate any generic plug and play bathroom systems.

   Residents are given a choice of colours for decor, tiles and floor coverings at install and at repair and refurbishment intervals. Plug and play might restrict this option for our residents.

   If a wet draining floor with a bath installed upon it was to require replacement or a sub floor repair due to water ingress, which is common, the bath would need to be removed and replaced or reinstated as a function of this repair. This would be more expensive than a singular wet floor repair.

   Walls and cupboards are often removed as a function of creating a safe and suitable bathing environment so adaptations often require repositioning and sizing of basins, rads and WC’s. These items have their own supply and discharge requirements and cannot therefore be plug and play.

   Our hard water will usually make a floor exceptionally unsightly and often unrepairable, especially where residents are unable to maintain an effective cleaning regime. This leads to degradation and frequent vinyl renewals in Thanet . Floor vinyls are known to retain their aesthetic and last longer in soft water areas.

   Conversely, if we receive OT recommendations to install a bath onto an existing wet floor, usually as a further adaptation for people with behavioural or medical issues. We will where possible retain the wet floor element below the installed bath so that it can be reverted back again more cost effectively if required. These requests are however rare, perhaps 0-2 per year and are wholly directed by OT recommendations. During my watch we have not reverted any properties back to FFS only.

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3 responses to “Latest member question: complaints process”

1. We ask customers to escalate within 4 weeks of our stage 1 response but are flexible on this as we do not want to hinder access to the complaints process.

2. We are the same. 20 working days but with our discretion.

3. Good afternoon, we also had two responses in our Complaints Hub WhatsApp group:

   • We state 20 working days after our S1 response, however, in reality we would now still accept an escalation if after this timeframe. The HOS have given a few frowns where previously we haven’t accepted an S2 past 20 days, so do bear that in mind. Hope that helps
   • Similar here. We do put in our correspondence that should they wish for the complaint to be escalated to let us know within 14 days but in reality we accept any escalation unless we have a valid reason not to.