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Latest member question: customer guide to complaints process maps

Our Complaints Special Project Group are currently looking to develop a customer guide to complaints or process map and would like to look at what other organisations may already have in place. We’d be interested to hear from other members…

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Latest member question: Social Housing Regulations

A member from a local authority would like to hear from others on how they’re managing the changes with the new Social Housing Regulation. They’d like to get an idea of what others are doing and how far along they…

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Latest member question: Direct Debit targets

A member would be interested to hear what targets you have in place for setting up new Direct Debits. They have a stock size of 5,000 to 10,000. If you can help, let us know below.

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Latest member question: mixed tenure schemes

A member has acquired a mixed tenure scheme (affordable rent and shared ownership) where the estate charges are waived for first three years but not the block charges. They would like to know whether they can still recover the estate…

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Latest member question: deep cleaning policy

A member would be interested to hear from others who have a policy in place for deep cleaning occupied properties. Particularly when social services are involved, they’d be keen to know whether you carry out the work yourself, do you…

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Latest member question: Right to Buy

Following the Right to Buy legislation, the lease term is set by the date upon which the first lease is issued for a flat in a block. This means in some cases that flats being purchased under the Right to…

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Latest member question: leaseholder protections and the Building Safety Act

Can I please reach out to members and ask how they are coping with their understanding of the Leaseholder Protections part of the Building Safety Act 2022 and in particular when a Deed of Certificate is appropriate to be received/requested…

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Latest member question: income management software contracts

Does anyone include KPIs in their contracts with providers of income management software? Just going through procurement and want to make sure our existing ones are sufficient. It would be interesting to see what others do in this regards if…

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Latest member question: operational management plans for supported housing schemes

We’re keen to hear how much you use supported housing operational management plans for schemes and neighbouring properties to help resolve potential problems: Do you use them? And if so, how often/frequently? Have they worked? What has and hasn’t been…

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Latest member question: gas capping policies

A member is reviewing their capped gas policy after hoarding or other issues have made carrying out LGSR checks difficult. In some cases the tenant has also felt forced to cap the gas because of financial hardship. They are now…

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Latest member question: job description for garage focused role

A member would be interested to hear from anyone who still employs a dedicated Garage Management Officer responsible for lettings, rent arrears, and general management? If you have a job description you would be happy to share, please forward to…

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Latest member question: tenant photographs

From a Local Authority perspective. We are currently reviewing the use of tenant photographs. We feel that they can be really useful to have on record in the event of suspected tenancy fraud (for example.)  We have recently started to take…

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