Clúid’s housing management services are provided in compliance with statutory regulations and in close co-operation with local authorities and other stakeholders. We regularly review our policies and our practices and strive to adhere to very high standards of service delivery. Clúid is a key participant in the Housing Association Performance Management framework facilitated by the ICSH, which focuses on performance monitoring and accountability in relation to housing management services.
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Allocations
All of Clúid’s tenants are taken directly from the local authority waiting list or are approved by the local authority. When allocating tenancies Clúid seeks to build vibrant and sustainable communities and takes into account community infrastructure as well as estate management requirements.
Applicants are invited for interview to identify their housing needs and to establish any potential tenancy sustainment issues.
In managing the lettings and transfer processes Clúid’s objectives are:
- to meet housing needs as assessed by the local authority;
- to maximise the use of its housing stock;
- to build mixed and sustainable communities;
- to be fair and non-discriminatory in making allocations;
- to consider good estate management.
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Rent
Clúid’s rental policy is in accordance with the guidelines issued by the Department of Environment, Heritage and Local Government under the Capital Loan and Subsidy Scheme and the Capital Assistance Scheme. Rents are based on the household’s income and where applicable service charges are also applied. Rent is re-assessed on an annual basis. Applicants are informed of the rent and service charge amounts before accepting an offer of accommodation.
Clúid updates all tenant rent accounts on a weekly basis and statements are provided to tenants on a quarterly basis. Tenants are offered a range of user-friendly payment options including banking online, BillPay or Household Budget.
The aim of the Association’s rent policy is
- to achieve rent levels that are affordable to existing and prospective tenants;
- to ensure that rental income meets the Association’s revenue costs in relation to management, maintenance and future cyclical repairs obligations;
- to minimise loss of rental income by prompt, effective recovery of rent arrears.
Performance target: Rent arrears are less than 2% of annual rent receivable
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Repairs and maintenance
Clúid maintains its properties in accordance with the Housing (Miscellaneous Provisions) Act 1992, as set out in the Housing (Standards for Rented Homes) Regulations 1993. We also maintain our properties in accordance with the Housing (Standards for Rented Houses) Regulations 2008 and the Housing (Standards for Rented Houses) (Amendments) Regulations 2009.
The Association will maintain its properties in a good state of repair so as to:
- Ensure a high standard of accommodation for its tenants;
- Protect the asset that the properties represent;
- Safeguard the future viability of the Association;
- Ensure that the Association’s properties impact positively on the neighbouring environment.
Clúid provides clear and consistent information to tenants in relation to the respective repair responsibilities of the Association and the tenants themselves. Repairs are carried out by a mix of external contractors and in-house repairs staff. The quality of repairs is monitored through inspections and tenant feedback is sought on all repairs. Boilers are serviced on an annual basis. Clúid undertakes cyclical maintenance at programmed intervals and is setting aside a proportion of rental income for a sinking fund for future maintenance and replacements.
Performance target: 98% of emergency repairs are completed within 24 hours
90% of urgent repairs are completed within 5 days
100% of routine repairs are completed within 20/40 working days
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Voids
The Association manages voids effectively to maximise rental income and minimise housing waiting times. Housing Officers undertake property inspections and schedule any necessary repairs as the properties become void. Interviews and allocations processes are started promptly to achieve quick turnaround times.
The Association will let voids quickly to:
- Meet housing needs as identified by the local authority;
- Protect the interests of neighbouring tenants;
- Prevent estate decline;
- Keep security costs low;
- Minimise the risk of vandalism.
The Association ensures that all voids are re- let in good condition complying with clearly defined re-let standards.
Performance target: Voids are re-let in less than 3 weeks on average
No more than 1.5% of stock is void awaiting re-letting
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Tenancy management
New Clúid tenants are on a probationary tenancy for the first six months. This allows the Association to quickly react to any breaches of the tenancy agreement and to prevent as far as possible more serious issues arising at later stages. The measure offers a level of protection to the other residents and the wider community, as all residents are aware of Clúid’s expectations and are assured that Clúid will respond quickly and effectively to issues such as anti-social behaviour or arrears.
The probationary tenancy period also provides an opportunity to review support arrangements where a new tenant shows signs of having difficulties sustaining the tenancy. Clúid considers applicants needs for support or other services at the allocations stage. Background checks are undertaken and where appropriate we liaise with support agencies to ensure that the tenant has the capacity to live independently and to sustain his/her tenancy. Where issues arise at a later stage and a tenancy is at risk, Clúid will work with the tenant to identify solutions and will advise the tenant on relevant supports or social services. Repossession proceedings against the tenant are the option of last resort.
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Estate management
Clúid recognises that the estate environment is very important to residents and has a major impact on quality of life.
Housing Officers have a regular presence on the Association’s estates, carry out regular estate inspections and are available to meet tenants on site. Locally based scheme managers and/or caretakers are also employed on some estates. Officers of Clúid adopt a proactive approach to estate management and seek to prevent minor issues escalating into larger problems.
Incidents of anti-social behaviour are currently rare on Clúid estates. However, Clúid clearly recognises its responsibility to protect, as far as possible, the interests of tenants in the peaceful enjoyment of their dwellings. Clúid is committed to preventing and addressing anti-social behaviour on its estates and will investigate and endeavour to resolve all complaints of anti-social behaviour made to it.
Clúid Housing Association also works closely in partnership with other community and statutory agencies to deliver high quality estate management services and to tackle any issues including nuisance or anti-social behaviour.
Clúid Housing Association aims to:
- ensure the environment within its housing estates is maintained to the highest possible standards with the resources available;
- deal with issues pro-actively before they become problems;
- consult frequently with residents to monitor and improve the quality of estate management services.
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Estate Development
From the very beginning, through pre-tenancy courses and regular on-site presence during the initial lettings period, tenants are supported individually and as a new community. Many estates have community buildings and facilities which are available to residents' groups as well as users from the wider community. Clúid’s Housing Officers support the establishment of local residents associations and work with residents' associations on identifying priorities and action plans for the estate. Clúid will also provide advice and support, including grant aid, to working groups focused on particular tasks such as landscaping or children’s activities. Clúid encourages the active involvement of residents in the management of their estates and is open to feedback from residents. National tenant satisfaction surveys are undertaken every second year.
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