:: TEAMnet / The Excellence in Asset Management Network, part of the HQN services ::

Ten-month gas servicing cycle
We are looking at a gas servicing cycle of ten months for all tenants to ensure we comply with regulations at all times, but that would cost us around £320,000 extra per annum. Another factor for us is that it also reduces the risk to contractors who supply a warranty for one year on heating systems if they are servicing ten months after installation. It is a significant problem when you have over 20,000 properties.

For members who already service on a ten-month cycle, when the cycle was introduced:

a Did your level of compliance improve and by how much?

b Did your costs rise and by what percentage?

Posted by -
Graham Saunders, London Borough of Greenwich, teamnet@hqnetwork.co.uk,

Graham Saunders

Answers(0)

Housing capital budget
What average % of the housing capital budget do LAs/ALMOs use, in terms of salaries, to deliver the Decent Homes programme and what does this provide for, eg, project management, clerks of work function, QS services, etc?

Posted by -
Sue Clinton, London Borough of Greenwich, teamnet@hqnetwork.co.uk,

Sue Clinton

Answers(1)

Asbestos removal costs
We are trying to get an idea of costs for the most common ACM removals. Our MTC for asbestos removal ends next year and we would be interested in what others are paying before we retender or not. Our most used SOR items have been listed below and member comparison against any of these items would be appreciated:

NB Results will be issued to all participating members in due course.

Asbestos removal SOR - most used items:

Floor tile removal
n.e 1 sqm - £219.60
1-5 sqm - £219.60
5-15 sqm - £366
per sqm over 15 sqm - £17.57

Asbestos cement roof sheets
1-5 sqm - £366
5-10 sqm - £439.20
10-15 sqm - £512.40
per sqm over 15 sqm - £36.60

Asbestos insulation boards (enclosure extra)
n.e 1 sqm - £183
1-5 sqm - £219.60

Rainwater/soil vent pipes
Per linear m (any diameter) - £17.57

Ceiling – artex scrapes to plasterboard
n.e 0.10 sqm - £219.60
0.10-0.50 sqm - £292.80

Remove complete artex plasterboard ceilings
5-10 sqm - £585.50
10-15 sqm - £732
15-25 sqm - £1098

Air monitoring
Reassurance - £219.60
Four stage test (enclosure extra) - £268.40

Enclosures
To doorway of room - £61
Up to 3m x 3m - £183
Up to 5m x 5m - £573.40

Decon unit
Per day - £36.60

Local environmental clean
Per item (allows two hours on site) - £268.40

Posted by -
Peter Brockhurst, Waverley Borough Council, teamnet@hqnetwork.co.uk,

Peter Brockhurst

Answers(10)

SMVs and calculation of void turnaround times
I am reviewing how we calculate void turnaround times and I am yet to hear of any organisation which has seen a drop in their average turnaround times following the implementation of the SMV's method of calculation.

Do any members use the SMV method of calculation? If so would they be willing to share any info on how they are performing now in comparison to before they used SMVs? Is any change in performance related to how they calculated the time for turnaround?

Posted by -
Iain Wallace, Irwell Valley Housing Association, teamnet@hqnetwork.co.uk,

Iain Wallace

Answers(0)

Environmental clean whilst resident in hospital
We currently have a situation where we have a resident who is in hospital but their property is in need of an environmental clean. We have arranged this but would like to protect the association from any future liability/compensation claims.

Do any organisations have any sort of proforma that they ask residents to sign for this sort of situation?

Posted by -
Mark Wilkinson, Staffordshire Housing Association, teamnet@hqnetwork.co.uk,

Mark Wilkinson

Answers(0)

Alternative bathing methods
We are seeing an increasing number of instances and complaints of water damage, including disrepair cases, caused by alternative bathing methods, eg, taking bucket baths. This probably affects most social housing providers and I would be pleased to hear what stance other members take and/or measures they recommend.

Posted by -
Derek Wood, London Borough of Greenwich, teamnet@hqnetwork.co.uk,

Derek Wood

Answers(0)

Ask the Lawyer: Gas safety inspection cycle
To achieve 100% service/safety check the Audit Commission suggests checks are scheduled up to two months before the 12 month interval. As a consequence, if we are successful in gaining access in the early stages of the process, the service has to be brought forward by a similar period each year. The worst case result is that most of the dwellings will have an extra service in a period of around six plus years at a significant cost across the country.

However, when we renew the annual MOT on our cars (another important safety check) we are able to preserve the anniversary date of the original certificate even if the inspection is carried out a month early.

Can we apply the same methodology to gas safety checks and preserve the original anniversary date and does that satisfy the legal requirement?

I would be interested to hear member views on this point particularly if any TEAMnet members already adopt this methodology.

Posted by -
Alan Hodgkinson, TEAMnet, teamnet@hqnetwork.co.uk,

Alan Hodgkinson

Answers(14)

Ask the Lawyer: DLO, ALMO and competitive tendering
What business models exist for social housing landlords which effect a merger between the client side and a constructor (specifically a DLO) in delivering repairs/capital works and how do these models stand with regard to the need to tender as set out by EU regulation on fair competition and with regard to the UK's Public Contracts regulations 2006?

In short, can a DLO continue to provide services to the LA/ALMO without having to compete or tender for the work?

Posted by -
Frank Mayne, London Borough of Greenwich, teamnet@hqnetwork.co.uk,

Frank Mayne

Answers(1)

VfM in planned works
We are carrying out a value for money exercise on the elements of work listed below.

Could members share their average prices for these elements of work together with details of any other benefits the contractors offer?

• Kitchen replacement
• Bathroom replacement
• UPVC window replacement
• Central heating replacement
• Boiler replacement
• Electrical rewiring
• External decorating/repairs.

Posted by -
Neil Brown, Dacorum Borough Council, teamnet@hqnetwork.co.uk,

Neil Brown

Answers(3)

Conversion, alterations and extensions
Synergy Housing is looking at setting out a specific policy to deal with the issues of conversion, alterations and extensions in the dwellings. The policy would cover both tenanted and leasehold properties.

We would like to hear from any organisations that have such a policy and/or procedure and your advice, support and views would be most welcome.

Posted by -
Mike Hart, Synergy Housing Group, teamnet@hqnetwork.co.uk,

Mike Hart

Answers(0)

Asbestos re-inspection cycle
Where asbestos has been identified in a property, it is a requirement to re-inspect it on a regular basis. Can somebody share with me what cycles of inspection they have for each type of ACM?

Posted by -
Colin Kingshott,, Derwentside Homes, teamnet@hqnetwork.co.uk,

Colin Kingshott,

Answers(1)

Dissemination of asbestos information to tenants
We are considering the introduction of an internet link so tenants can obtain information for themselves.

Do any other members provide information via this route?

If so, what level and type of information is made available? Has it been well received or have you found it is best disseminated by more conventional methods?

Posted by -
Greg Lakin, Solihull Community Housing, teamnet@hqnetwork.co.uk,

Greg Lakin

Answers(2)

Joint venture companies
We are looking at joint ventures and know there are existing arrangements with Morrisons, Mears, Kier, etc. Are any TEAMnet members involved in such arrangements and, if so, would they be willing to share their experience regarding data on cost, performance, and particularly, VfM in the areas they have taken over?

Posted by -
Glenn Hamilton, London Borough of Greenwich, teamnet@hqnetwork.co.uk,

Glenn Hamilton

Answers(5)

Satellite dishes
We are currently reviewing the TV services we provide.

• Do any TEAMnet members allow satellite dishes to flats with an existing Integrated Reception System (IRS)?
• Has anyone installed SKY plus already in their IRS systems?

Any other comments on resolving these issues or the approach you have taken would be much appreciated.

Posted by -
Jon Cross, City West HT, teamnet@hqnetwork.co.uk,

Jon Cross

Answers(8)

Environmental strategies
Synergy Housing has a number of environmental and sustainability initiatives embedded in its asset management strategy. We are considering preparing a separate environmental strategy to pull all of these initiatives together and are at the scoping stage of this project.

We would like to know if any TEAMnet members have a specific environmental strategy and, if so, would they be willing to share this with Synergy?

Posted by -
Mike Hart, Synergy Housing Group, teamnet@hqnetwork.co.uk,

Mike Hart

Answers(4)

Adaptations service standards
We are looking to formalise our adaptations service by agreeing the following service standards with our customers:

• Complete all minor adaptations, costing less than £1,000, within 28 working days from receiving your request
• Complete all major adaptations that cost up to £10,000 within six months from receiving your request.

We would appreciate feedback from other members on turnaround times for adaptations.

Posted by -
Gordon Ronald, One Housing Group, teamnet@hqnetwork.co.uk,

Gordon Ronald

Answers(3)

‘Price per property’ contracts
For those organisations that operate a 'price per property' contract for responsive and void repairs, has there been an increase or decrease in resident satisfaction since the start of the contract?

Posted by -
Iain Wallace, Irwell Valley Housing Association, teamnet@hqnetwork.co.uk,

Iain Wallace

Answers(1)

Storage of tenants’ belongings
What are the policies, procedures and practices that you undertake for the storage/removal of personal possessions following evictions and abandonment's from your company's properties? Do you store them and, if so, how and at what costs, or do you assess the risk factors and dispose and, if so, how many claims have you had?

Posted by -
Jim Caulfield, Weaver Vale Housing Trust, teamnet@hqnetwork.co.uk,

Jim Caulfield

Answers(1)

Motorised buggies
We are going to provide residents at our sheltered housing schemes with covered storage facilities so that they can store and recharge their motorised buggies. We need to develop a policy which covers allocation of places, rental charge, insurance, etc.

If you provide such facilities do you have such a policy and if so are you willing to share it with us please?

Posted by -
Jos Dennis, Bristol City Council, teamnet@hqnetwork.co.uk,

Jos Dennis

Answers(2)

Refurbishment/demolition surveys
Following on from the question about a definition for major works, would other members consider that carrying out a refurbishment/demolition asbestos survey when the property is void as recommended by the HSE, be qualified as major works? This is because we would not consider leaving a tenant in the property while this type of intrusive survey work was done.

Posted by -
Neil Shire, Exeter City Council, teamnet@hqnetwork.co.uk,

Neil Shire

Answers(2)

Property MOTs
We are about to embark on putting in place property MOTs and it would be most helpful to hear the experiences of members who have already done this.

I would also be very interested to hear about how the service was set up, what it covers and the timing of inspections.

Posted by -
Mark Humphries, Blackpool Coastal Housing, teamnet@hqnetwork.co.uk,

Mark Humphries

Answers(1)

Asbestos refurbishment surveys for central heating and rewiring
How are other members dealing with refurbishment surveys under the asbestos management guidelines, with regards to capital renewal programmes, specifically central heating and rewiring?

Posted by -
Nigel Burn, North Ayrshire Council, teamnet@hqnetwork.co.uk,

Nigel Burn

Answers(6)

Major works on voids
Is there an official definition for what could be classed as 'major works' on void properties and, specifically, can we include a full or partial decoration?

BVPI 212 was dropped as a national indicator, although it is still used for HSSA returns, and it will be interesting to know how members now define a major void.

Posted by -
Alan Hodgkinson, TEAMnet, teamnet@hqnetwork.co.uk,

Alan Hodgkinson

Answers(7)

Housing Health and Safety Rating System
We are an HA, established in 2004 and we have not carried out any HHSRS surveys or inspections nor do we have any employees trained on the subject.

How are other members addressing the requirements of HHSRS?

From your experience, what level of risk do you feel we are currently exposed to and what do you advise we should do next?

Posted by -
Ian Flatt, Teign Housing, teamnet@hqnetwork.co.uk,

Ian Flatt

Answers(1)

Open Book procurement
I would be interested to hear the experience of HAs or local authorities who are successfully using Open Book principles to procure programme works.

Posted by -
Lance Kester, Saxon Weald Homes, teamnet@hqnetwork.co.uk,

Lance Kester

Answers(1)

Condensing boilers and freezing temperatures
I would like to know if any organisations have experienced problems with condensate traps or drain pipes from condensing boilers freezing during the extreme cold spell we have just experienced. If so what action have they taken to ensure this problem does not occur again?

Posted by -
Paul Maidment, Northwards Housing, teamnet@hqnetwork.co.uk,

Paul Maidment

Answers(7)

Safety in bin stores
We recently had a fatal fire which started when a plastic bin was dragged and set alight in front of a tenant’s door.

The bins to the two flats were kept in bin stores adjacent to the entrance doors under a shared porch roof. Whilst this was a deliberate fire set with criminal intent, we are exploring ways to ensure the consequences of either deliberate or accidental bin fires can be reduced or eliminated.

I would be interested to hear from any organisations which have had similar experiences and what, if anything, they did as a result or any other ideas or experience of fire safety in communal bin areas.

Posted by -
Mike Stack, Harrogate Borough Council, teamnet@hqnetwork.co.uk,

Mike Stack

Answers(1)

Residents involved in spending efficiency savings
This financial year we have made some efficiency savings within our improvement programme and would like to involve residents in helping to spend some of these savings.

We would like to hear from any other organisation that has set up a process for doing this and how successful it was.

Posted by -
Tony Jones, Herefordshire Housing, teamnet@hqnetwork.co.uk,

Tony Jones

Answers(2)

Legionella - Silver/copper ionisation treatment
Has anyone else fitted silver/copper ionisation treatment systems to their plant rooms in sheltered housing schemes? If so, what are your experiences?

Posted by -
A Hodgkinson, TEAMnet, teamnet@hqnetwork.co.uk,

A Hodgkinson

Answers(2)

Fencing repairs
We will shortly be reviewing our approach to fencing repairs and replacement. I am interested to hear from other members on their approach and would appreciate any examples of formal policies, customer leaflets, etc.

Posted by -
Steve Manning, Severnside Housing, teamnet@hqnetwork.co.uk,

Steve Manning

Answers(2)

Right to compensation for improvements
I would like to hear how members are dealing with requests for compensation for home improvements. We have a case where we have received an eligible claim but the property is not being re-let as it mothballed pending a decision on the future of the building. As we are not re-letting do we still need to consider compensation for the kitchen/bathroom improvements the outgoing tenant has made?

Posted by -
Paul Webb, Six Town Housing, teamnet@hqnetwork.co.uk,

Paul Webb

Answers(3)

NHF Schedule of Rates
We are attempting to ascertain current market conditions when using the NHF Schedule of Rates. As this information may be viewed as ‘commercial’ and ‘confidential’ the results will be listed anonymously and at regional level only.

It will be useful to know rates (expressed as +/- % NHF Version) for the following:

1. Day to day repairs
2. Void repairs
3. Packaged repairs

It will also be helpful to have information by contractor where appropriate and to know how long the contractual arrangement is for (years) and the year the relationship is currently in (eg, year three of five).

Posted by -
Alan Hodgkinson, TEAMnet, teamnet@hqnetwork.co.uk,

Alan Hodgkinson

Answers(37)

Planned v Responsive repairs
How are other members defining planned maintenance spend in relation to the Planned/Responsive ratio? We think we may be doing ourselves down and that other organisations are counting more as planned than we are. For example, we count very little planned works that are HRA funded.

Posted by -
Sue Clinton, London Borough of Greenwich, teamnet@hqnetwork.co.uk,

Sue Clinton

Answers(4)

Managing the risk of Legionella
How do other members manage the risk of Legionella in properties containing domestic tanks? Also, how do members manage the risk of Legionella in individual sheltered properties supplied by communal tanks, other than through annual tank inspections?

Posted by -
Scott Scarrow, Sutton Housing Partnership, teamnet@hqnetwork.co.uk,

Scott Scarrow

Answers(6)

Asbestos surveys
Has anybody recently put out a tender for the survey and analysis of ACMs?

I am also interested in what prices members are paying for full type 2 surveys.

Has anybody also looked at the change to MDHS100 and any cost implications this might have?

Posted by -
Colin Kingshott, Derwentside Homes, teamnet@hqnetwork.co.uk,

Colin Kingshott

Answers(5)

Fire resistant doors
Included in our programme for next year we are going to undertake fire improvement works to some blocks of flats including the upgrading of front doors to half hour fire resistant.

Our surveys have indicated that a number of leaseholders have replaced their own doors with non fire resistant ones (mostly uPVC). We have checked our standard lease and it does not appear that we have a right under it, to insist that these doors are changed, but the FSO 2005 does place specific duties on us as landlords to ensure the safety of the residents which we do not consider we can fulfill unless these doors are upgraded.

Have any other members found themselves in a similar situation and can offer advice on how to overcome it?

Posted by -
Neil Shire, Exeter City Council, teamnet@hqnetwork.co.uk,

Neil Shire

Answers(1)

Internal decorations
We are currently trying to collate our various policies on internal rota decorations. It would be really interesting to know how often other housing associations or local authorities carry out internal decorations and for which groups?

Posted by -
Tom Conlon, Affinity Sutton Group, teamnet@hqnetwork.co.uk,

Tom Conlon

Answers(1)

Using and sharing resident profile data
We are currently reviewing how we can best use and share (where appropriate) profile data that we gather about our residents.

We would like to hear from TEAMnet members who are prepared to share their good practice.

Posted by -
Richard Daborn, Sutton Housing Partnership, teamnet@hqnetwork.co.uk,

Richard Daborn

Answers(2)

Energy/environmental policy
Has any member got an energy or environmental policy that they would be willing to share with us?

Posted by -
Steve Greenhalgh, Synergy Housing Group, teamnet@hqnetwork.co.uk,

Steve Greenhalgh

Answers(2)

Repairs trainer
Can any members recommend a good all round repairs trainer? We're looking for someone who can cover all the basic defects/remedies with particular emphasis on dealing with damp and condensation.

Posted by -
Sue Clinton, London Borough of Greenwich, teamnet@hqnetwork.co.uk,

Sue Clinton

Answers(4)

Entryphone fobs
We are reviewing the price we charge residents for additional entryphone fobs. What price do other members currently charge per fob and do you ask for a deposit?

Posted by -
Derek Wood, London Borough of Greenwich, teamnet@hqnetwork.co.uk,

Derek Wood

Answers(3)

Planned Works Programme
At Wrekin HT we currently make stock condition information available to tenants on our website. However we are looking to write to all tenants giving them the planned programme for the next five years.

We would be interested to hear from members if they have done the same and how they have allowed for changing priorities, which could affect later years of the programme, and mean we don't deliver what we have put in our letters.

We would also be interested in hearing from members who have given tenants the choice of what work gets completed first in the five year programme.

Posted by -
David Hall, Wrekin Housing Trust, teamnet@hqnetwork.co.uk,

David Hall

Answers(3)

Portfolio scoring
We want to introduce a system of portfolio scoring to help us analyse and make better use of our current stock. I would be interested to hear from any members who currently utilise such a system – what criteria they use to score the stock and how successful they feel it has been in targeting resources.

Posted by -
Neil Shire, Exeter City Council, teamnet@hqnetwork.co.uk,

Neil Shire

Answers(1)

Asbestos monitoring
I would like to know how members are tackling follow-up monitoring visits for known asbestos (tenanted properties) to check condition or deterioration.

- Who is doing the follow-up visits?

- What frequencies (low, medium and high risk)?

- Are you undertaking asbestos surveys of void properties?

Posted by -
Paul Webb, Six Town Housing, teamnet@hqnetwork.co.uk,

Paul Webb

Answers(3)

Ask the Lawyer: Data protection
We are considering engaging our tenants in customer satisfaction sampling using telephone surveys.

Is the sharing of our tenants telephone contact details likely to be a data protection issue and if so, how might the issue be avoided whilst still engaging our tenants in the process?

Posted by -
Paul Webb, Six Town Housing, teamnet@hqnetwork.co.uk,

Paul Webb

Answers(1)

Replacement door and window costs
We are currently undertaking a benchmarking exercise on our window and door replacement programme to ensure we are not paying above the market rates.

We currently have agreed prices of £700 for both composite and PVCu door replacements which is for the door set only. Any additional items like sideframes, door colour or lintel installation, incur an extra charge.

Our window replacements are priced from a pricing matrix where the price per property is dependent on the number, style and size of the windows.

Is a fixed price per property preferable for window replacements irrespective of the number of windows in the property?

Would other members be willing to provide information relating to their costs for both types of door and window replacements per property, what is included within the price and any work that is carried out at an extra charge?

Posted by -
Chris Cameron, Wherry Housing Association, teamnet@hqnetwork.co.uk,

Chris Cameron

Answers(5)

Removal of asbestos containing materials
At a recent best practice group meeting it was stated that the EU was proposing that landlords identify and remove all asbestos in their properties in the future.

Have other members heard anything on this matter?

Posted by -
Glenn Hamilton, London Borough of Greenwich, teamnet@hqnetwork.co.uk,

Glenn Hamilton

Answers(6)

Labelling of asbestos containing materials left in place
We are currently reviewing elements within our asbestos policy and would like to ask members what policy they have adopted regarding the labelling of ACMs left in situ in:

1 Domestic dwellings

2 Communal areas in multi-occupancy buildings, such as flats and/or the communal areas in sheltered schemes.

Posted by -
Mick Davenport, Lincoln City Council, teamnet@hqnetwork.co.uk,

Mick Davenport

Answers(5)

Asbestos management policy and procedures
We would be interested to know how other housing providers manage asbestos.

1 Would you be prepared to share your asbestos management policy and procedures?

2 Have you had an independent, external audit of these documents and processes?

3 How do you resource your asbestos management procedures?

4 Do you have a dedicated asbestos surveyor/co-ordinator?

5 If you have created an asbestos surveyor role, would you be happy to share a copy of the job description and person specification you used?

Posted by -
Jonathan Pattison, Bristol City Council, teamnet@hqnetwork.co.uk,

Jonathan Pattison

Answers(4)

Kitchen standards
For a number of years our kitchen programme has been based on utilising the space within the kitchen to the maximum and installing as many units as it will take. We have also conformed to the wishes of the tenant when making allowances for cookers and other white goods.

In conjunction with tenants we are reviewing this strategy as it can prove quite expensive although it is very popular with tenants who have the work done.

Do any members have set standards depending on property size or some other criteria and if so would they be willing to share them?

Posted by -
Neil Shire, Exeter City Council, teamnet@hqnetwork.co.uk,

Neil Shire

Answers(4)

SMS messaging system
SMS messaging and text appointment reminders has been recognised by the Audit Commission as positive practice and we would like to introduce an SMS messaging system to target hard to reach tenants and give more access options for services we deliver.

I am currently looking for an IT solution that would allow tenants to report housing maintenance repairs by text and receive repair appointment reminders by text. We would also be looking to use this messaging service to inform tenants of news, important company diary dates, etc.

Would any members be willing to share details of their SMS messaging system and comment on its use and effectiveness?

Posted by -
Julie Summerson, Derwentside Homes, teamnet@hqnetwork.co.uk,

Julie Summerson

Answers(2)

Gas servicing contract and costs
We are currently undertaking a benchmarking exercise on our existing gas servicing contract which includes our properties that use gas, oil or solid fuel heating. Our existing contract is an all inclusive contract where we pay a fixed price per property per annum (£164.50 including VAT). This fixed sum includes the annual appliance service, 24 hour callout service and all breakdowns and repairs as they arise (and most of the administration work).

Would other members be able to provide information relating to their annual costs per property, what level of service is provided within this cost and any work that is carried out at an extra charge?

Posted by -
Chris Cameron, Wherry Housing Association, teamnet@hqnetwork.co.uk,

Chris Cameron

Answers(9)

Blocked rubbish chutes servicing flats
Rubbish chutes servicing flats in Greenwich are not designed to take the quantity and type of waste that residents put down them nowadays and they often become blocked. An obvious solution would be to seal the chute hoppers and provide Euro bins at ground floor level but, unfortunately, this will also bring its own associated problems.

I would be interested to know what other members have done to tackle this problem.

Posted by -
Derek Wood, London Borough of Greenwich, teamnet@hqnetwork.co.uk,

Derek Wood

Answers(1)

EPC Assessor/Surveyor
Do any members employ their own in-house EPC Assesor/Surveyor? If so what is their salary payment and do you have a job description/person specification you are willing to share?

Posted by -
Jim Caulfied, Weaver Vale Housing Trust, teamnet@hqnetwork.co.uk,

Jim Caulfied

Answers(4)

TV reception after digital switchover
In preparation for the digital switchover Stevenage Homes is looking into the alternatives for television reception to flat blocks. Are any other organisations looking into this?

We currently have a contract with Virgin Media to provide analogue service through cable but we are aware that Sky offer packages to flat blocks and there is ‘freeview’ and now ‘freesat’. Has anybody any experience in dealing with this?

Finally we are aware that there are grants available for the elderly and wonder it there are any other groups where the government offer assistance?

Posted by -
Dan Cleaveley, Stevenage Homes, teamnet@hqnetwork.co.uk,

Dan Cleaveley

Answers(5)

Leaseholder buy-in to Decent Homes
Are there any members who have offered homeowners and leaseholders the opportunity to buy in to their Decent Homes kitchen and bathroom contracts and if so how did you go about it?

Posted by -
Dan Cleaveley, Stevenage Homes, teamnet@hqnetwork.co.uk,

Dan Cleaveley

Answers(2)

Standing charges to utility companies during void periods
What do members do regarding the responsibility for payment of standing charges to utility companies during periods whilst properties are void and do they know of any particular guidance available on this issue?

Posted by -
Andy Wood, Northwards Housing, teamnet@hqnetwork.co.uk,

Andy Wood

Answers(1)

Gas plumber's pay
We are a charitable Housing Trust with our own direct labour organisation, which includes a gas section.

Do any members employ 'gas plumbers' within their organisations who undertake certain gas works, such as safety checks, cap offs, meter moves, gas fire and cooker pipe runs and pipework checks? The role in our organisation is paid higher than a plumber but quite a lot less than a gas engineer (as they do not do full installations or boiler replacements, but are CCN1 + 4 appliance trained).

I am currently looking at a job evaluation review for payment and need to establish any external market benchmarks so if members do have this type of role, what rate of pay either monthly/annually do you pay for this?

Posted by -
Jim Caulfield, Weaver Vale Housing Trust, teamnet@hqnetwork.co.uk,

Jim Caulfield

Answers(2)

Leaseholder repairs
We have had a request from a leaseholder if we would permit them to carry out some decorating to the external of the flats where their flat is situated. This has been triggered by some work we have recently done to insulate the cavities which has left scars on the external render.

Have other authorities had such requests and, if so, how have they responded and how have things like the health and safety issues been resolved?

Posted by -
Neil Shire, Exeter City Council, teamnet@hqnetwork.co.uk,

Neil Shire

Answers(3)

Property services function costs
I am trying to find out if there is a performance indicator for costs for the property services function of a HA.

We are looking at the structure and current costs and trying to get a feel on how competitive the property services function is (or is not for that matter).

What I need to get a handle on is if the council did not have my section, what would it cost to have a consultant manage such a service?

I was hoping that a standard percentage rate was readily available, but as yet I have not managed to find one.

Posted by -
Stephen Hargreaves, Harrogate Borough Council, teamnet@hqnetwork.co.uk,

Stephen Hargreaves

Answers(3)

What’s in your response repairs cost
Q11 on the TEAMnet PI proforma refers to the ‘average number of repairs per dwelling’ which appears to exclude those to common areas and garages. However, Q12 then asks for an ‘average cost per repair job’ which could include those to common areas and garages. Do any members include repairs to communal areas/garages when calculating the ‘average cost of responsive repairs job’?

Posted by -
Neil Shire, Exeter City Council, teamnet@hqnetwork.co.uk,

Neil Shire

Answers(4)

Management costs
I have had difficulty in finding an up to date figure for average housing association or RSL management costs per dwelling. The last figure I have on file is £14 per week, and I would be grateful if other TEAMnet members were willing to share their current management cost figures.

Posted by -
Richard Morris, Hightown Praetorian & Churches HA, teamnet@hqnetwork.co.uk,

Richard Morris

Answers(1)

Specifications for new roofs
Our current specification for new roofs is for a wet fix for ridge and hip tiles. We are considering amending this for a dry fix system because of the potential benefits around speed of fix and health and safety and we were wondering what other organisations were using and their experiences of either of these systems?

Posted by -
Neil Shire, Exeter City Council, teamnet@hqnetwork.co.uk,

Neil Shire

Answers(3)

EPCs - No cloning allowed?
I've been informed from a couple of sources including my DEA accreditation organisation that the CLG, with immediate effect, have decided that DEAs must visit all properties to produce an EPC.

We at Solihull Community Housing, like a number of LAs and HAs, have plans underway to sample and clone as many properties as possible using our stock condition data supplemented by site visits by the DEAs and data gatherers.

NHER are seeking further clarification and guidance from CLG on my behalf but if this stands it will be very disappointing. The document they produced for sampling, which we are following, obviously means nothing and we will have to bear additional costs and/or workload.

Have other members been advised or heard of this change?

Posted by -
Chris Fellows, Solihull Community Housing, teamnet@hqnetwork.co.uk,

Chris Fellows

Answers(6)

Good practice in Stock Condition Surveys
Following the recent positive practice update I wonder whether TEAMnet members have any good practice around conducting LA stock condition surveys?

Posted by -
Lawrence Dey, Woking Borough Council, teamnet@hqnetwork.co.uk,

Lawrence Dey

Answers(1)

Ask the Lawyer: Independent gas checks
We have a gas contract and then carryout a percentage independent check for H&S and insurance purposes. Neither audit nor our insurers will actually state a reasonable percentage to carry out. Originally we started at 10% but because the results have been very good, ie, found no problem with original contractor’s work, this has reduced down and down each year to now being only 2%.

We would like advice on whether 2% is reasonable?

Posted by -
Julie Meme, Woking Borough Council, teamnet@hqnetwork.co.uk,

Julie Meme

Answers(6)

Ask the Lawyer: Funding adaptations
I have recently received a response from a local authority saying that they consider HAs to be responsible for funding disabled adaptations in their properties. We do not operate on this basis across the board and several LAs do fund adaptation for residents who are eligible for grant funding under the Housing Grants, Construction and Regeneration Act 1996 which we think funds the individual not the landlord.

Can anyone advise us what the legal stance is with respect to HAs?

Posted by -
Karen Kennedy, Wherry Housing Association, teamnet@hqnetwork.co.uk,

Karen Kennedy

Answers(4)

Utilities problems with voids
We have been experiencing problems with utility companies removing meters from voids where the previous tenant has left with outstanding bills. In some cases, the company has billed the new tenant for the arrears and demanded immediate payment before a new meter and supply can be connected.

Have other TEAMnet members experienced similar problems?

Posted by -
Glenn Hamilton, London Borough of Greenwich, teamnet@hqnetwork.co.uk,

Glenn Hamilton

Answers(9)

Emergency repair timescales
Most TEAMnet members have only indicated 1 day/same day/24 hour timescales for emergency repairs with no specific sub categories/shorter timescales relating to responses to different ‘types’ of emergency repair.

Has the absence of specific sub categories/shorter timescales caused any problems, eg, during inspection, insurance, etc?

Posted by -
Glenn Hamilton, London Borough of Greenwich, teamnet@hqnetwork.co.uk,

Glenn Hamilton

Answers(1)

Asbestos management
We have housing stock of approximately 8,000 homes. How often do members inspect asbestos containing materials left in place in tenanted properties and who do they use to carry out the inspections?

Posted by -
Michael Davenport, Lincoln City Council, teamnet@hqnetwork.co.uk,

Michael Davenport

Answers(5)

Ask the Lawyer: TUPE or not TUPE
We have several termed responsive repair partnering agreements which will end (formally) on the 31 March 2009. Within the original agreements no reference to TUPE regulations was included. The new contracts to commence from 1 April 2009 will be the NatFed v6 SOR agreement for a 12 month period only with various types of work included within the current agreements, being excluded.

As the current agreements are closing ‘naturally’ do we need to comply with TUPE?

Posted by -
John Barnham, Orbit Heart of England, teamnet@hqnetwork.co.uk,

John Barnham

Answers(6)

'Lean' review of planned maintenance
We are planning to let new contracts for planned maintenance services in 2009. I would be interested to hear from HAs/local authorities who are successfully applying 'lean' principles to planned maintenance programmes.

Posted by -
Lance Kester, Saxon Weald Homes, teamnet@hqnetwork.co.uk,

Lance Kester

Answers(1)

Stock condition survey questions
We are currently developing questions for our next round of stock condition surveys, moving forward post Decent Homes, and we would welcome exchanging examples of positive practice with anyone else who is developing the same.

Posted by -
Gerard Buckley, Stoke on Trent City Council, teamnet@hqnetwork.co.uk,

Gerard Buckley

Answers(3)

BVPI63 (SAP Rating) – Quartile analysis
Does any member know of a quartile analysis, eg, Audit Commission, for BVPI63 (SAP rating), since introduction of SAP 2005 and has the top quartile figure been adjusted to take account of SAP 2005?

Our system, ECMK Integrator, allows us to produce SAP 2001 and 2005 figures which are currently SAP2001 = 71.6 and SAP2005 = 64.5

During our recent inspection AC commented that under SAP2001 we were in the upper quartile but since revising the rating to SAP2005 we were now in the lower quartile. However, I noted that the top quartile rating was still 71, ie, the same as it was for SAP 2001.

Posted by -
David Gayton, Mid Devon District Council, teamnet@hqnetwork.co.uk,

David Gayton

Answers(5)

Lead pipes
When we come across a property with lead pipes on our kitchen and bathroom programme we are renewing them as standard. Are other members doing the same and, if so, is there any potential grant funding for doing this?

According to our local water supplier they don’t have any money to fund such works even though the new EU standard of no more than ten microgrammes of lead/litre comes into effect from 2013.

Posted by -
Colin Kingshott, Derwentside Homes, teamnet@hqnetwork.co.uk,

Colin Kingshott

Answers(2)

Illegally accessing gas supply
We are currently reviewing our procedures in dealing with tenants illegal access to gas and electricity supply. In doing so, British Gas have highlighted an issue with us – which is a new policy in dealing with re-instating a supply.

Have members received charges from British Gas for cost incurred when they have to visit to rectify damage caused to the gas supply (meter and fittings) by the act of tampering at a property, and to make safe for future supply?

Posted by -
Gerard Buckley, Stoke on Trent City Council, teamnet@hqnetwork.co.uk,

Gerard Buckley

Answers(1)

Capital works satisfaction levels
We run satisfaction surveys loosely based on the Constructing Excellence framework and tied in with our own KPIs.

Our problem seems to come when residents choose to record neither satisfied nor dissatisfied. Under Constructing Excellence, the score out of ten would be recorded as part of an overall score, however in addition we record the percentage satisfied.

We are told that HQN advice is to ignore these scores but to count the receipt. Clearly this lowers satisfaction significantly.

How do other members deal with responses neither satisfied nor dissatisfied?

Posted by -
Andrew Chalk, Sutton Housing Partnership, teamnet@hqnetwork.co.uk,

Andrew Chalk

Answers(1)

BV 212 - Clarification
When taking time out for major works to a void property, do we discount the whole void period or just the time for the element of the works deemed major works?

Posted by -
Kellie Bentley, Sutton Housing Partnership, teamnet@hqnetwork.co.uk,

Kellie Bentley

Answers(5)

Gas servicing performance
We wish to benchmark gas servicing performance and have devised a simple pro forma to assist members who wish to participate.

The pro forma will be attached to an email question to be issued soon and we would be extremely grateful if members could enter information in the appropriate boxes and return to me with a copy to TEAMnet.

We will collate the results which will be sent out to all respondents through TEAMnet in due course.

Posted by -
Glynis Fields, London Borough of Greenwich, teamnet@hqnetwork.co.uk,

Glynis Fields

Answers(4)

Repairs and maintenance strategy
We are planning to devise a repairs and maintenance strategy to guide our services and set out Ealing Homes' approach to managing and maintaining homes for our tenants.

We would like to benchmark with other TEAMnet members and would like to hear from members willing to share their repairs and maintenance strategies with us.

Posted by -
Julie Collins-Cole, Ealing Homes, teamnet@hqnetwork.co.uk,

Julie Collins-Cole

Answers(1)

Property MOTs
Does anyone operate a yearly inspection of every property similar to a cars MOT, whereby you can identify if there are any outstanding minor repairs or H&S issues that can be undertaken as a way of preventative maintenance?

If so any guidance on how you operate the service and its success rate would be appreciated.

Posted by -
Ian Bateman, Severnside Housing, teamnet@hqnetwork.co.uk,

Ian Bateman

Answers(3)

Maintaining extractor fans
Do any organisations have a programme for cleaning or maintaining extractor fans in bathrooms or kitchens within domestic properties?

Posted by -
Scott Scarrow, Sutton Housing Partnership, teamnet@hqnetwork.co.uk,

Scott Scarrow

Answers(1)

Cloning properties for EPCs
We have various courts which are used as independent living flats for the over 55's. These flats are self contained units comprising living room, bedroom/s, kitchen and bathroom. It is my intention to clone most of the individual flats. There are also communal areas to consider. Do I need to get an EPC for each building or is it sufficient to do the EPCs to individual flats and exclude the communal areas?

Posted by -
Colin Kingshott, Derwentside Homes, teamnet@hqnetwork.co.uk, 01207 693586

Colin Kingshott

Answers(2)

Asbestos containing floor tiles
How do members deal with the removal/containment of asbestos containing floor tiles (unlicensed asbestos) in tenanted properties and who do they use to carry out the work?

Posted by -
Mick Davenport, Lincoln City Council, teamnet@hqnetwork.co.uk, 01522873450

Mick Davenport

Answers(6)

Outsourcing Stores - Single Supplier
We are just starting to take a fresh look at the possibility of outsourcing our stores function. We would welcome any information members could give us on how they approached the project ie feasibility, project plan/timescales, what you included in your service spec, did you engage with suppliers to establish any costs prior to tender to evaluate cost effectiveness etc?

At this early stage we are unsure on how to move things forward so any pointers would be very much appreciated.

Posted by -
Steve Manning, Severnside Housing, steve.manning@severnsidehousing.co.uk, 01743 285402

Steve Manning

Answers(1)

Electronic CP 12's
Does anyone complete CP12's electronically? If so:

- Who is the IT provider?
- How easy is it to implement/integrate with existing systems?
- What are the cost implications?

Posted by -
Adele Livesey, Calico Housing Ltd, teamnet@hqnetwork.co.uk, 07976 079627

Adele Livesey

Answers(1)

Disposal of equipment
We have woodworking machinery which we wish to dispose of. Are any members able to recommend companies that will give a fair valuation and possibly arrange the sale of the machinery?

Posted by -
Rick Champion, Stevenage Homes, teamnet@hqnetwork.co.uk, 0143821868

Rick Champion

Answers(1)

Ask the Lawyer: Housing and Regeneration Bill
Can you clarify whether the new Housing and Regeneration Bill would give tolerated trespassers the right to sue for breach of landlord's repairing obligations?

Posted by -
Glenn Hamilton, London Borough of Greenwich, glenn.hamilton@greenwich.gov.uk, 0208 9215400

Glenn Hamilton

Answers(1)

No Access
North Ayrshire Council is about to undertake a review of the high volume of 'no access' cases within the repairs and maintenance contract. We would like to hear how other members monitor 'no access', and if they can suggest ways that have reduced the number within their own service.

Categories of work

P2 - 24 hr emergency
P3 - 5 working day urgent repair
P5 - 20 working days repair
P15 - Repair by appointment (post card sent to tenant with date and AM or PM appointment, operatives have mobile phones to call tenant day before or on the day).

Posted by -
Stephen Kean, North Ayrshire Council, teamnet@hqnetwork.co.uk, 01294 606918

Stephen Kean

Answers(1)

Tool Allowance
We pay a tool allowance of £250 through the operatives' salary, which is subject to Tax and NI deductions, and we are considering withdrawing the allowance and providing the tools ourselves.

What tool allowance do other members provide, how is it paid and is a tool list included?

Posted by -
Mark Arhin, Vale of Aylesbury Housing, teamnet@hqnetwork.co.uk,

Mark Arhin

Answers(2)

Window cleaning
What arrangements do members have for cleaning the outside of tenants? windows, particularly in blocks of flats? Do you carry this out and add it to a service charge or do you just leave it to the responsibility of the tenant or leaseholder?

Posted by -
Neil Brown, Dacorum Borough Council, teamnet@hqnetwork.co.uk,

Neil Brown

Answers(4)

Grounds Maintenance SLA
We are about to undertake a review of grounds maintenance SLA and would like hear how other members perform and monitor this service. Would members also indicate whether they would be willing for us to come and visit.

Posted by -
Daniel Cleaveley, Stevenage Homes, teamnet@hqnetwork.co.uk,

Daniel Cleaveley

Answers(1)

Controlling activities of the utilities
Do any members have a Code of Practice for controlling the activities of the utilities (gas, water, electricity, telephones) when operating in blocks of flats?

Posted by -
Peter Gardner, Solihull Community Housing, teamnet@hqnetwork.co.uk,

Peter Gardner

Answers(1)

Gas servicing: Tenants own gas fires and the flues serving them
How do member organisations deal with tenants? own gas fires and the flues serving them with regards to annual servicing?

Posted by -
Clive Gardom, Rykneld Homes, teamnet@hqnetwork.co.uk,

Clive Gardom

Answers(8)

Asset Management System
Dudley MBC (Building Services) is currently in the process of formulating tender documentation for the provision of an Asset Management System.

I would like to hear from members who have purchased an asset management system and if so who from. Comments as to what problems (if any) you had to overcome during the implementation process would also be helpful.

Posted by -
Christopher Robinson, Dudley Met Borough Council, teamnet@hqnetwork.co.uk,

Christopher Robinson

Answers(4)

Multi-skilling
Can you provide me with your definition of a multi-skilled operative?

Posted by -
Mark Arhin, Aylesbury Vale District Council, teamnet@hqnetwork.co.uk,

Mark Arhin

Answers(5)

Multi-skilling
What multi-skilling arrangements do members have in place with their workforces and what payments do they make for such skills?

Posted by -
Ian Wilson, Stevenage Homes, teamnet@hqnetwork.co.uk,

Ian Wilson

Answers(5)

Cleaning services tender
I am putting together a tender for cleaning services for void properties/sheltered courts etc. Does anybody have a tender document in Word or Excel format that I can use as a template?

Posted by -
Colin Kingshott, Derwentside Homes, teamnet@hqnetwork.co.uk,

Colin Kingshott

Answers(3)

Outsourcing out of hours service
We currently operate our out of hours service through our own direct labour supervisors. We are now looking into outsourcing this service and would be interested if anyone has outsourced.

Can any members suggest organisations which could carry out this service, the costs and whether outsourcing has been successful?

Posted by -
Dan Cleavely, Stevenage Homes, teamnet@hqnetwork.co.uk,

Dan Cleavely

Answers(2)

Average void costs
Would TEAMnet members be kind enough to tell me what their average costs are to bring void properties up to lettable standard?

(NB This is now included in the TEAMnet suite of PIs. However, since returns are sometimes slow to come in, it would be helpful if members could respond to this single request from Dan. A Hodgkinson, TEAMnet)

Posted by -
Dan Cleaveley, Stevenage Homes, teamnet@hqnetwork.co.uk,

Dan Cleaveley

Answers(2)

EPC Costs
On 1st October landlords are to provide energy Performance certificates (EPC) on all properties let. Does anyone have costs for providing these from third agencies and/or costs for training internal staff to carry out this function?

Posted by -
Dan Cleaveley, Stevenage Homes, teamnet@hqnetwork.co.uk,

Dan Cleaveley

Answers(8)

Ask the lawyer: Tenants Private Works (TPWs) in voids
If landlords choose to leave TPWs in situ when tenants leave a property, what is the legal position regarding responsibility in the future should there become a defect?

Posted by -
Phil Woodward, Aspire Housing, teamnet@hqnetwork.co.uk,

Phil Woodward

Answers(1)

Fire risk assessments (housing blocks with communal areas)
We are seeking to procure an independent survey of all our housing blocks with communal areas for Fire Risk Assessment. Have any members recently carried out similar, and/or can you recommend a specialist consultant?

Posted by -
Gerard Buckley, Stoke on Trent City Council, teamnet@hqnetwork.co.uk,

Gerard Buckley

Answers(4)

Decent Homes Standard
Lewisham Homes is an ALMO which is just over a year old and in the process of consulting residents on their priorities when we obtain the Decent Homes funding.

We are interested to see what other organisations have adopted as their Decent Homes Standard, over and above the statutory minimum and how residents have contributed to that definition.

Posted by -
Graham Cooper, HQN, teamnet@hqnetwork.co.uk,

Graham Cooper

Answers(3)

Ask the lawyer: Gas safety
What is the legal position regarding:

a)'Capping' the tenant gas supply when the contractor goes to carry out the annual safety test and service but there is no credit on the tenant's pre-payment meter?

b)The installation of 'interrupter' devices (audible type) to help with access to homes with well known access problems?

Posted by -
Hussain Brook, Sadeh Lok Housing Group, teamnet@hqnetwork.co.uk,

Hussain Brook

Answers(1)

Tenants Private Works (TPWs) in voids
What do members do with TPWs that are left in a good condition when they carry out a void inspection? Do they remove and make good or do they just leave in situ? If the latter, who is responsible in the future should there become a defect?

Posted by -
Phil Woodward, Aspire Housing, teamnet@hqnetwork.co.uk,

Phil Woodward

Answers(5)

Contact centre benchmarking
What types of calls go to your contact centre eg repairs, tenancy, all matters?
(if repair calls are segregated please provide data for repair staff and calls only)

1. How many staff are employed in the call centre?
a. Operatives
b. Supervisors

2. What is the average number of calls per month?

3. What is the average call waiting time?

4. What is the average call time?

5. What % of calls are lost, abandoned, etc?

Posted by -
Eugene Gunn, Hillingdon Homes, teamnet@hqnetwork.co.uk,

Eugene Gunn

Answers(3)

Playground inspections
How frequently do member organisations carry out inspections of the playgrounds, skateboard/BMX parks and ball courts in their responsibility?

Do they use staff members or contractors to make the inspections and, if staff, how do they ensure that the people concerned are properly trained?

Posted by -
Robert Turner, Ealing Homes, teamnet@hqnetwork.co.uk,

Robert Turner

Answers(2)

Programming gas services
How do members programme gas servicing to achieve 100% in the 12 month cycle?

- Do you carry out the servicing based on geographical areas or individually on the expiry of the CP12 certificate?

- What mechanisms (IT or manual) are used to ensure difficult access cases are programmed earlier eg using a 10 month cycle?

- Do members use other methods to ensure the servicing cycle is completed on time and cost effectively?
Heather Langridge, London Borough of Greenwich, teamnet@hqnetwork.co.uk,

Heather Langridge

Answers(4)

Decoration vouchers
Dudley is looking to put together our own specification and see what the wider market place has to offer. The types of features/concerns we have are:

- Possible use of more than one supplier

- Accessibility to stores for vulnerable people

- Possibility of outreach or delivery service

- Provision of management information

- As cost neutral as possible

- In-built controls to prevent trading of paper vouchers, issuing of change, purchase of relevant goods etc

- On-line service to customers

- Added value (decorating demonstrations, incentive schemes, discounts for tenants on any spend exceeding allowance value)

- Consider appearance of vouchers/cards so as not to discriminate/stigmatise tenants when they are redeemed in store etc

Has anyone put together a specification that they would be prepared to share?
Mark Ridge, Dudley Met Borough Council, teamnet@hqnetwork.co.uk,

Mark Ridge

Answers(1)

In-house builders
Could members inform me of the type of works undertaken by in-house staff qualified to do building work, eg, responsive, planned, improvement, etc and whether they only focus on specific works or fluctuate according to demand? Any job descriptions would be particularly helpful
Helen Blackey, Calico Housing Ltd, teamnet@hqnetwork.co.uk,

Helen Blackey

Answers(2)

In house repairs and void service
We have decided not to re-tender our repair and void maintenance contract and will create our own in-house repairs and void service from February 2009.

I would like to hear from members willing to give any advice or share experiences they may have in setting up an in-house, repairs and void service
Kevin Stephens, Saxon Weald Homes, kevin.stephens@saxonweald.com, 01403226000

Kevin Stephens

Answers(3)

Asbestos database software
We are considering which asbestos database software to use. Are any members able comment on their provider with experience in use (good or bad) to date?
Joss Presland, Cannock Chase Council, josspresland@cannockchasedc.gov.uk, 01543 456822

Joss Presland

Answers(8)

Project management costs
Would any members share project management costs for Decent Homes/Capital Works or any of the 3 areas listed below?

- Regeneration/Development
- Mechanical/Electrical/Gas
- Decent Homes/Capital Works

I manage a team of surveyors, contract liaison and clerical staff to project manage a £12 million annual stock investment programme. We manage approximately 20 different contracts and scheme values within these contracts range from £2,000 to £2,000,000. Our current fee is available and to date we have carried out the programme and delivered a surplus. I will be happy to share our fee cost in confidence

In order to maintain confidentiality, TEAMnet is happy to collate responses and issue an anonymous SUMMARY for the benefit of members. Please respond direct to Alan Hodgkinson at teamnet@hqnetwork.co.uk
Ken Spruce, Aspire Housing, teamnet@hqnetwork.co.uk,

Ken Spruce

Answers(3)

Access for gas safety test - capping gas supplies
Sadeh Lok has adopted a procedure for capping gas supplies at homes where our contractor goes to carry out the annual safety test and service but there is no credit on the tenant's pre-payment meter (capping-off removes the risk that credit is put back on the meter but without any recourse to a safety test being completed). We have taken legal advice on this approach and, while that advice suggests it is OK so long as the capping is done with the tenant's agreement, it was couched in the normal legal qualifications

Do other members take this approach and, if so, what is their legal advice. It would also be helpful to hear of other ways members deal with 'no credit' situations
Hussain Brook, Sadeh Lok Housing Group, teamnet@hqnetwork.co.uk,

Hussain Brook

Answers(4)

Access for gas safety tests - use of interrupter devices
We know well those homes where year on year we experience access difficulties. We have adopted various approaches to endeavour to improve the chances of access with mixed results and are now considering the use of interrupter devices (the audible type only)

Would those members who have used these or similar devices share their experience (positive or negative) and let us know which particular device they have used?
Hussain Brook, Sadeh Lok Housing Group, ,

Hussain Brook

Answers(3)

Cyclical checks of electric wiring
Can any organisation that is undertaking a 5 or 10 periodic electric check share their practices with me? I am particularly interested on whether you ask the tenant to leave the property whilst the check is in progress
Hazel Neasham, Darlington Borough Council, teamnet@hqnetwork.co.uk,

Hazel Neasham

Answers(3)

Risk of scalding
In response to the recent Safety Alert we planned/considered installing new Rod Stats (with a built in thermal- couple) to all immersion heated systems. Simply these have a built in fail safe and, if the rod stat fails, then the thermal-couple kicks in.

I would like to know if others are taking this approach and any other action to mitigate the risk of scalding.
Ian Rumsam, Housing Pendle Limited, teamnet@hqnetwork.co.uk,

Ian Rumsam

Answers(3)

Value for Money
I would like to know what TEAMnet members are doing to sustain and embed VfM in their maintenance services. Any experience or issues relating to VfM planning, performance management, procurement and DLOs would be of value
Dylan Chipp, HQN, teamnet@hqnetwork.co.uk,

Dylan Chipp

Answers(1)

Repairs training
1) Do any TEAMnet members have 'repairs training programme(s)' which they would be willing to share?

2) Who do you use as training providers?

We would be particularly interested to hear from other London boroughs but the experience of all members will be valuable
Sue Clinton, London Borough of Greenwich, teamnet@hqnetwork.co.uk,

Sue Clinton

Answers(1)

Benchmarking
I am looking for organisations wishing to participate in benchmarking. Paradigm is an RSL of c11000 units based in Buckinghamshire using an open book partnership procurement model. I believe anyone using either partnership or direct labour & contractors for special services would be comparable and the basic information I would like to benchmark is:-

-First time fix for response repairs.
-Jobs per operative per day
-Average cost per job (on some agreed sample basis)
-Cost of a basket of routine materials (to be defined)

Other measures of efficiency can be agreed but I want to keep it simple and easy to administer.

TEAMnet will be happy to assist in getting this benchmarking up and running since the results could be of value to the broader membership
John Daley, Paradigm Housing Group, teamnet@hqnetwork.co.uk,

John Daley

Answers(5)

Post inspections
I recall a couple of organisations telling me that they were criticised by Audit Commission inspectors for doing too many post inspections and not trusting their contractors to do this as part of the contract

Has anyone else had this experience or had advice from AC on what they consider a vfm approach to post inspections? What do members think is a vfm approach?
Glenn Hamilton, London Borough of Greenwich, ,

Glenn Hamilton

Answers(3)

Pre inspecting void properties
We are currently working through the HQN void toolkit and one of the questions asks 'Is there a policy of pre inspecting void properties within 24 hours of notice being submitted by outgoing tenant?' Is anyone currently meeting this requirement, if so could you let us know how
Adele Livesey, Calico Housing Ltd, teamnet@hqnetwork.co.uk,

Adele Livesey

Answers(2)

Capitalised works
Do any members have information they can share relating to capitalised works, eg:

What works do you capitalise?
How often are works capitalised?
Are there any policies or procedures relating to capitalised works?

Alternatively any clear definitions would be of value
Jas Sidhu, Mercian Housing Association, ,

Jas Sidhu

Answers(1)

Void standards and gas and electric key/card meters
In due course we will be reviewing our void leavable standard (Condition residents must leave property in) and void letting standard.

1. Would any organisation be willing to share any standards they have which have been highly commended or praised?
2. Has anybody resolved how to carry out testing in void properties where gas and electric key/card meters are installed?
Kevin Stephens, Saxon Weald Homes, teamnet@hqnetwork.co.uk,

Kevin Stephens

Answers(4)

The impact of refurbishment on day-to-day repair costs
Some members have recently expressed views that the predicted results have not been as good as expected and that, for various reasons, repair orders and/or costs might even have risen.

Have you seen the anticipated reduction in the number of day to day repairs and costs as a result of your refurbishment programmes and, if not, do you know why?
Alan Hodgkinson, HQN, teamnet@hqnetwork.co.uk,

Alan Hodgkinson

Answers(1)

Gathering asbestos data for domestic properties
We currently carry out type 2 surveys to domestic properties when void, but are looking to change this process to survey a sample of properties and extrapolate information to the same property archetypes (awaiting HSE views on this). How do other landlords approach gathering asbestos data within domestic properties?
Kevin Stephens, Saxon Weald Homes, teamnet@hqnetwork.co.uk,

Kevin Stephens

Answers(2)

Recharge protocols
Are any TEAMnet members aware of the protocols for calculating recharges for repairs that are not the landlords responsibility, eg, remedial works following unauthorised DIY or vandalism, excessive key replacement, missing installations, etc?
Tony Morley, London Borough of Greenwich, teamnet@hqnetwork.co.uk,

Tony Morley

Answers(2)

Salaries and recruitment of surveyors and maintenance officers
We have trouble attracting Surveyors and Maintenance Officers for Housing Maintenance work and have introduced a Market Forces Supplement to the basic salary to make the package more attractive.

I would be interested to hear the views and levels of salaries from other TEAMnet members
Neil Brown, Dacorum Borough Council, teamnet@hqnetwork.co.uk,

Neil Brown

Answers(3)

Advising residents of asbestos
We have commissioned a type 2 asbestos survey of all of our common areas and 50% of our stock to update our asbestos register. As part of our duty of care, we must, of course notify our Tenants of the presence of any asbestos containing materials in their property and details of how we intend to manage this risk.

Has anyone successfully set up a procedure and a letter template for informing Tenants of this, without spreading any concerns to them?
Steve Haines, Mid Devon District Council, teamnet@hqnetwork.co.uk,

Steve Haines

Answers(4)

Direct reporting of repairs
I am exploring the possibility of direct reporting for day to day repairs and, as part of the evaluation process, would like to hear of experience (good or bad) across TEAMnet members
Mark Rogers, Spire Homes, teamnet@hqnetwork.co.uk,

Mark Rogers

Answers(1)

Fob and key entry systems
Do any members have advice or documents I could use to manage, maintain and administer our controlled access fob and key entry systems to around 10,000 domestic properties
tony morley, London Borough of Greenwich, tony.morley@greenwich.gov.uk, 02089216513

tony morley

Answers(3)

Response repair volumes
In the last 4-5 months the numbers of response repair requests, received through our helpdesk have been substantially above predicted levels. Also the cost per repair has increased. Initial investigations show weather related requests are a factor as are the increased effectiveness of the helpdesk and contractors.

Is this situation being experienced by other TEAMnet members?
John Daley, Paradigm Housing Group, teamnet@hqnetwork.co.uk, 01494 830742

John Daley

Answers(2)

Condensing gas boilers
Cambridge installed 196 'Baxi 133' high efficiency gas combination boilers on a planned heating replacement programme in August 2004. From the date of installation the boilers have constantly been breaking down with a range of component failures. Baxi attended to defects and rectified in the two year manufacturer's warranty period.

The Council is now in a position where our gas maintenance contractors are replacing numerous defective components and in some cases replacing the boiler in its entirety as parts outweigh cost of appliance. These unreliable appliances are causing us to incur high maintenance costs and also impacting upon residents due to loss of heat and hot water delivery.

Have others had experience of this particular boiler model (Baxi 133HE)? Baxi have only given minor assistance implying the problem is not widespread?
Chris Brown, Cambridge City Council, teamnet@hqnetwork.co.uk,

Chris Brown

Answers(2)

Right to Repair
We are reviewing various aspects of our repairs service and required your views on 'Right to Repair'.

- How do you monitor RTR?
- How do you decide what is RTR and how is it determined, ie, sor or ac guidelines?

It would be good to know the practices of other organisations, as it will help us to ensure that we are adhering to common ground rules.
Janki Tank, Ealing Homes, teamnet@hqnetwork.co.uk, 0208 825 6776

Janki Tank

Answers(2)

Aids and Adaptations
We are reviewing our service and are considering using a Schedule of Rates for Aids and Adaptations. If you currently use a S.O.R would you be willing to share it with us?
Maria Frawley, Elmbridge Housing Trust, teamnet@hqnetwork.co.uk, 01932 235861

Maria Frawley

Answers(3)

Responsive versus planned split
We have been trying to tackle an Audit Commission recommendation around improving the planned to responsive split ratio on responsive repairs. To improve VfM, plan more repairs, and do less repairs quickly. We have piloted a new way of working and introduced a planned category of works taking up to 55 days. However this has had an adverse effect on the time taken to complete non urgent jobs and therefore effects an important performance indicator. The CLG definition of planned work is very specific and states that you cannot group non urgent repairs together and then class them as planned work. So basically, I am asking what have others done to tackle this issue elsewhere. How have you defined planned work to fit in with CLG definition and improve a planned to responsive ratio?

For the purpose of this question I am not talking about Decent Homes work being included in the calculation, just purely responsive repairs. Any comments or examples, etc, appreciated.
Jason Siddall, Sheffield Homes, teamnet@hqnetwork.co.uk, 0114 2053580

Jason Siddall

Answers(1)

Repairs per tradesperson per day
We offer a comprehensive repairs service to our customers covering all trades. Could members advise me of the average number of repairs undertaken per tradesperson per day per trade within your organisation?
Michael Harden, Asset Manager, Colchester Borough Homes, teamnet@hqnetwork.co.uk, 01206506945

Michael Harden, Asset Manager

Answers(1)

Sickness absence
I am trying to improve our sickness performance and although my section includes a traditional DLO other technical office staff are included. I am trying to modernise the workforce generally and am aware that statistics can be affected by injuries, etc, but do not believe this to be the route cause, eg, motivation, morale, etc.

I would be grateful if anyone would be willing to share any good practice on improving sickness records relating to a DLO and, if possible, sharing of actual sickness figures to enable me to benchmark.
Heidi Thompson, Lincoln City Council, teamnet@hqnetwork.co.uk,

Heidi Thompson

Answers(1)

Right first time
Do you record and monitor 'right first time' as a KPI? If so, what exactly do you expect in a repair for it to qualify as right first time? A TEAMnet member recently asked if this was to become a new BVPI and, in any event, we think it is a very important measure of service.

For some it may simply mean 'what it says on the tin' ie, completing a repair on the first visit. However, others may require more, ie, completing a repair on the first visit, at the agreed appointment time, within the agreed timescale and to the tenants' full satisfaction.
Alan Hodgkinson, HQN, teamnet@hqnetwork.co.uk,

Alan Hodgkinson

Answers(4)

Contractors and the presence of asbestos
We have 2300 properties and had a 25% stock condition survey carried out, including inspection for the presence of asbestos. We recently changed maintenance contractor and they are insisting on testing all potential asbestos containing materials unless we can prove that the materials are asbestos free. This has included refusing to remove vinyl floor tiles in a property that was renovated in 1990, on the basis that the new flooring and/or adhesive "could have come from old stock".

Does anyone have any pointers to best practice in this area? The problem is specific to the maintenance contract, since we carry out asbestos testing to property archetypes prior to planned works. Removal of asbestos soffits, guttering, etc. does not pose a problem as it is generally possible to include the removal as part of other planned works. The problem is specific to floor tiles, since they occur in every property and there is almost always damage to perimeter tiles in void properties. Is anyone replacing floor tiles - apart from kitchen &bathroom - during planned works?
Bernard Quinn, North Shropshire District Council, teamnet@hqnetwork.co.uk,

Bernard Quinn

Answers(6)

Grounds maintenance
We are about to review our grounds maintenance contract arrangements and are considering moving to a partnering arrangement. Do any members currently work to this arrangement and if so would they be willing to share information on how they made the change and how the arrangement works?
Maria Frawley, Elmbridge Housing Trust, teamnet@hqnetwork.co.uk,

Maria Frawley

Answers(1)

Energy Performance Certificates and RDSAP
EPCs are coming into force in England and Wales as part of the Home Information Pack (HIP) on 1 June 2007 for the marketed sales (and leaseholds) of existing dwellings. However, possibly more importantly, from 1 October 2008, EPCs will also be required for rental of all dwellings too.

Reduced Data SAP (RDSAP) will form the basis for Energy Performance Certificates (EPCs) for existing dwellings.

Have you any views on the introduction of EPCs and RDSAP in relation to rented properties? Have you started to set up plans and procedures to address this requirement and are you willing to share these initial steps with other members?

Please send your responses directly to me at teamnet@hqnetwork.co.uk and they will be incorporated into a short briefing paper on the reception and use of EPCs and RDSAP for all existing rented dwellings. Alternatively you can respond here by filling in the short form below.
TEAMnet, The Excellence in Asset Management Network, teamnet@hqnetwork.co.uk,

TEAMnet

Answers(3)

Partnering for corporate buildings
At Lincoln we have successfully partnered our Decent Homes programme including gas servicing, aids and adaptation major works and modernisations. However I now need to review our Corporate Buildings procurement and wondered whether anyone had successfully partnered these works, including repairs?

If so I am particularly interested in how you dealt with specialist contractors and one off works, eg, listed buildings, major planned maintenance schemes, eg, did you include them in the partnership or did you retain a traditional contract with one off tenders?
Heidi Thompson, Lincoln City Council, teamnet@hqnetwork.co.uk,

Heidi Thompson

Answers(1)

Tendering costs
Are members aware of what anticipated tendering costs might be associated with a re-tender exercise, or would a £2m project result in a certain percentage cost in terms of re-tendering?
Mark Rogers, Spire Homes, teamnet@hqnetwork.co.uk,

Mark Rogers

Answers(1)

Customer satisfaction surveys
The city of york council currently has limted opportunities for tenants to comment on the existing repairs service, do other organisations survey 100% of customers who have had a responsive repair carried out or do organisations use telephone surveys and are these useful?
TEAMnet member, TEAMnet, ,

TEAMnet member

Answers(8)

Responsive repairs review
We are currently carrying out a responsive repairs review and one of our projects is to assess if we need to use a diagnostic toolkit, such as locator plus or continue with the knowledge that our repairs staff currently have. We are trying to find if anyone is using such tools and have they been beneficial to the service offered to customers and to staff themselves?
Simon Kelsall, The Excellence in Asset Management Network, teamnet@hqnetwork.co.uk, 01782854964

Simon Kelsall

Answers(6)