Goldacre housing Association is the power hub of proving housing solutions to the general population. Our focus is to maintain high standards of service as well as to satisfy our clients who are our source of motivation and strength in moving forward. We strive for this in order to ensure that people are given the adequate attention for the maintenance of the their rights as tenants. We are aiming to be at the fore front as the leading housing association to offer accommodation services to the general public. We aim at providing safe houses that have adequate services and the ample environment in ensuring that access to essential services in the facility are met and provided to the tenants.
In dispensing our mandate and serving our clients, numerous complaints have been received regarding their experience recently at Goldacre. We have been receiving numerous complaints from our clients regarding their stay and utilisation of these services. This complains which have been brought forward include complains by the tenants that the repairs being provided to them are poor, they have often feel dissatisfied with the treatment related to negative anti social behaviour and level of assistance that rent was high thus failure to pay on time. Tenants have complained that they are getting low services and that there are numerous complaints regarding rent issues and the general living at Goldacre.
To better understand this complaints, this report summarizes this complains raised and plan of actions which need to implemented to resolve the issue, it is paramount to consider both sides of the divide and focus forward with the right direction in order to resolve the complaint at the earliest opportunity possible, bearing in mind that a fractured relationship between the landlord and the tenants have significant impact on the cordial relationship among them and could cause significant costs to both the parties. Early resolution is thus important which includes mobilising all resource s regarding the issue and prevent further complaints from escalating to becoming disputes.
The specific complain with regard to repairs is that;
Occurrences of repairs are difficult to report and often when the repairs are done they are of poor quality.
In solving this issue, we will consider analysis of other landlord’s practices towards solving this problem. The first case example is Innisfree Housing Association, founded in 1985; it has vast experience in housing sector with 500 homes in its care. The approach it has been using to solve the reporting of repair and maintenance is that, it has categorised repairs into three categories, these are emergency repairs, urgent repairs and normal repairs. Urgent repairs are done within 24 hours; urgent repairs are done within 7 days while routine repairs are done on a 28 day calendar period. The reporting of these repairs has been achieved through provision of three emergency numbers which the tenants use in case of any repair to be done. The lines are accessible 24 hours a day. In maintain quality standards, it follows good protocol and effective quality measures to ensure high standards are achieved, (Innisfree Housing Cooperation, online 2017).
The second example is for Sovereign Housing Cooperation, its management of repairs is that reporting by the residents is done through phone call addresses; it has supplied to the tenants phone call contact center, or done via writing or visiting in person to their offices. Repairs are dealt with in three phases, emergency which are handled within 24 hours, routine repairs done within 20 days timeframe and planned repairs which are done in a planned manner through their normal home improvements services. For repairs to be done, appointments are made to the residents based on the urgency and it’s the duty of home owner to clear the way for easier repair service. When repairs delay they offer explanations to clients on the issue and later scheduling for another appointment is done. The cost of the repairs are done free of charge, in ensuring quality is achieved, Sovereign homes follows standards of services to ensure high quality is achieved to clients, (Sovereign Housing Cooperation, 2017).
The specific complain relating to the tenants are that they are dissatisfied with anti social behaviour at the residential home. At Network homes, it beliefs that everyone has the right to live the way they want as long as they don’t impact on other peoples quality of life. It defines antisocial behaviour as behaviours that cause nuisance, disturbance and distress. In resolving these habits, it partners with police and local county police in resolving this nuisance. Procedure to follow is firstly by encouraging the residents to solve the issue themselves, it encourages residents not to retaliate, keep records of all incidents of antisocial behaviour which includes dates, times or anyone involved and finally to report and if residents feel the antisocial behaviour is threatening them or damaging the property, they advise the residents to call the police using the mergence lines of 999 or 101 for the police direct lines, (Network Homes, online, 2017).
At Tower Hamlets Homes, ant social range from habits and complains suit as noise pollution, litter vandalism, noise, neighbour disputes, threats to individual, harassment, hate crime and nuisance caused by animals. In reporting the anti social behaviour it is assessed how serious it is before providing appropriate action. The landlord are able to assess the problem and give feedback in three broad avenues which include 24 hours response for high risks cases, in cases like crime violence, breaches or sever damage. 2 days response for medium risks cases like rude behaviour, nuisance noise and even misuse of public spaces. Feedback taking three days like low risk behaviour like minor nuisance, domestic noise and dog barks takes 3 working days. In this feedback response, the landlord will ask you questions about what happened and how it affects the tenants, provide options to the tenants on how to solve the issue, being honest about the incident with the tenant and being realistic of any action to take. If the tenant agrees on the support of the landlord, an action plan is drawn with the tenant and a plan is given. These action plans include, speaking with the neighbour, housing officer interviewing the perpetrator, mediation with the victims, seeking support from other agencies or collection of evidence and commencement of the case which may be legal action. The landlord will always keep in touch with the tenant on the progress of the solution seeking process, (Tower Hamlets Homes, online, 2017)
In management of payment of rent, the residents of Goldacre, are finding difficulty in paying rent. The residents have limited ways of how to pay rent and management practices done by other landlords homes include on by Derby homes. In assisting the residents in paying rent, it has provided various ways of how to pay rent services. It advises the residents not to make any payments in posts office unless there is availability of pay point service. Easiest way of paying is through direct debit. It assist clients on ways of opening an account if they don’t have one, referred to as rent payment account with Derby shire bank, local credit union. The home will facilitate fees for the tenets to join the union and pay each and every transaction charged upon payment of rent pay; the tenants will be able to access other financial services. Rent payment options which the tenants will be able to access include, direct debit, standing order, online pay, direct payment, using pay point, over the phone pay and all customer center services, (Derby Homes, Online 2017).
At Contour homes, it offers assistance on rent payments by giving the residents a contact number to call when they encounter any problem with regard of to payment of the rent. It gives the tenants a range of options to assist them. These include direct debit through bank payment, in person payment can by cash at any outlet that has pay point option and direct you to contour Homes, another option is online payment system, which entails entering the Contour homes payment card number and password and email address, the last option it offers is mobile payment by down loading the all pay application. it advises tenants to pay their rent on time, and offers support contact alternative number for the tenants. They also give tenants confidential help and advice, making affordable and flexible payment plans for clearance of any arrears and help on hosing and welfare benefit advices. The contacts permanents support is available all day, 24 hours and has a customer services centre contact in case difficulties arises, (Contour Homes. Online 2017).
Recommendations applicable to Goldacre in resolving the three highlighted issues can be addressed in the three categories;
In order to manage reporting of repairs is thorough creating an account which identifies itself with Goldacre, it is a free account for the tenants. The account will allow the tenants to report repairs needed to be done.
Also reporting can be done through call support lines which are toll free lines. Available for 24 hours in a day, with a standby operator to record any reporting’s made and liaise for appointments. For those tenants who are deaf, hard hearing, speech impaired and deaf blinded, the telephones system will be modified to accept type talk and text direct relay services.
Emergency repairs can be reported at any time and needs to be defined to the tenants who include those that are immediate danger to the people and those that avoid major damage to the property. These emergency repairs can be done within 24 hours; the emergency issues can include electric faults, burst pipes, broken down lifts which this one can be handled within two hours and electrical faults.
In order to achieve better social hosing avenue for the tenants and managing anti social behaviour among the residents include; having the tenants to fill a form in order to note in full details what happened as this informs of if a further action is needed immediately. Life threatening behaviours can be reported to the police through emergency number 999.
Creating online support tool will be helpful in faster processing and coding the information. This will be aided by guiding the tenants on the online process and also availing forms which can be filled which includes their contacts for close follow up.
On the part of the landlord, they need to be faster in the way they process this information so as to offer immediate help to the tenant. Further the phone based method can be utilised through enhanced customer support where they call tell what it can immediately.
For assisting the tenants pay their rent easily is through the following steps;
Pay rent online; an online based method can be developed through creation of website link to assist tenants who are able to access the online to make their payments online. Allpay website can be utilised in this process.
Pay through direct debit; this can offer the simplest avenue to tenants of Goldacre, in that ensures that rent is paid on time. It is processed through having a bank account or credit union, no charges are made on this payments can be made easily and swiftly.
Call pay; tenants can make pay make payments through the phone if they have debit card. This will consist of building the necessary framework to facilities.
Above all the process tenants will be provided with customer care centre support to assist them in paying the rent when faced with difficulties.
Conclusion
The assessment of the issues gives an opportunity to employ varied methodological approach to solve the issues being faced by the Goldacre. Doing healthy business with customer satisfaction is paramount in solving clientele problems in utilizing the service or good. Thus careful consideration will provide solution to the challenges being faced by the tenants at Goldacre.
NB
Above are set of recommendations which if effectively used and applied to the latter will be able to solve the problems highlighted above and experience at Goldacre.
|
Action |
Target |
Date |
Responsible |
|
To increase the quality of the repair and maintenances services. – Supervise and improve the cleaning services for the tenants. |
Hiring qualified technicians to offer good sources Regular checks to the services to ensure they are upto standards |
Commence July 2017 |
Director safety and hygiene compliance |
|
Assistance of the local; authority to take action on the naughty behaviours – Assessing the laid protocol till existing them – Getting the action of the police |
Tenants displaying anti social behaviour |
Commence August 2017 |
Director social affairs services |
|
Having clear communication between the tenants and the landlord – Talking to the tenant about the issue of not paying on time – Moving to get the status of the rent payments to credit check bureau – Offering discount on prompt payment will offer |
The administration with the board Targeting the tenants To know pay status of the tenants to avoid dubious excuses To motivate the tenants to actively pay rent |
Commence July 2017 Commence July 2017 Commence September 2017 Commence July 2017 |
Chief administrator Chairman of the association Director of finance Director of finance |
References
Report anti-social behaviour – Tower Hamlets Homes. Accessed on 26/05/2017. https:/ www.towerhamletshomes.org.uk/…/Anti_social_behaviour/Report_anti_social_behavi.
Derby Homes | Paying your rent or service charge. Accessed on 26/05/2017. https://www.derbyhomes.org/housing-services/rent
Innisfree Committed To The Irish Community. Accessed on 26/05/2017. https://www.innisfree.org.uk/tenant-services/repairs/
Sovereign Housing Association Limited, Accessed on 26/05/2017. https://residents.sovereign.org.uk/repairs-and-maintenance/your-repairs-service/
Anti-Social Behaviour, Network Homes Accessed on 26/05/2017. Http:/www.networkhomes.org.uk/living-in-your-home/anti-social-behaviour/
Making Payments Contour Homes. Accessed on 26/05/2017. https://www.contourhomes.co.uk/your-home/making-payments/
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