Consultations 2021 - 22

The Annual Assurance Statement is a way for governing bodies and committees to assure firstly themselves and then tenants, people who are homeless or threatened with homelessness, Gypsy/Travellers and other service users that they comply with regulatory requirements, or to disclose areas where they need to improve.

Please click on link to our latest Annual Assurance Statement 2022, which is reviewed annually. If you would like to see any of the evidence provided to our governing body as part of the review, or to give feedback on the statement, or input in any way please let us know by contacting Craig Baxter, Tenant Participation Officer on 0345 6077117 or email cbaxter@fynehomes.co.uk

The Scottish Government carried out the second review of the Scottish Social Housing Charter and held a series of virtual consultation events between 21st June and 15th July, hosted on their behalf by the Tenants Information Service and the Tenant Participation Advisory Service.

These events complement a formal consultation on the Charter which was launched on 17th of June with a closing date of 9th September.

The review will cover two broad areas:

1. The Charter document itself to ensure that it is up to date and remains focussed on outcomes that matter to tenants and other customers of social landlords

2. What the Charter is achieving in delivering improved outcomes and standards for tenants and other customers and the effect it is having on the quality and value of the services social landlords provide.

We consulted tenants on our Customer Standards Policy. The feedback has been forwearded to commitee for consideration.

Comments were as follows:-

• Now looked at the paperwork and happy with the information on them

• Read through paperwork and I am happy with what I read, everything in order

• Fyne Homes do try their best.

• Would say when work needs done from outsiders can take while. But Michael usually very quick on the mark

• A comprehensive document. Content looks complete to me.

• Punctuation. Inconsistency on bullet points, some with full stops, some not. Personally I find it easier with full stops.

• Suggest all capitals to be consistent with rest of document. (bullet points)

• In light of the ongoing pandemic, I would add a bit to the contractors' entry, that they MUST arrive wearing a properly fitting mask and wear the mask for the duration of the work carried out. Idea for anyone from your staff visiting a property for whatever reason.

• Also, is 10 days to solve issues with neighbours a reasonable amount of time?

This consultation closed on Wednesday 22nd December, 2021. Thank you to all tenants that participated and responded.

Your views matter.

The above policy was recently put out for consultation to tenants to consider.

Feedback has been received and forwarded to management and committee for consideration.

Thank you to those tenants that took part.

Fyne Homes recently consulted on its Rent Arrears Policy. The consultation was publicised on the website and social media as well as direct contact with 210 tenants. There was a 4% response rate and while that isn’t as high as some previous consultations, the feedback received was very positive and it is safe to assume that there are no strongly held negative opinions on this draft policy.

Feedback:-

• I have read policy, seems to cover each topic area and is written in such a way every reader will understand - Plain English, the way it ought to me. Not excessively long. I particularly thought the policy aims was written well, in that it states very clearly the purposes and proposed actions of Fyne Homes - Training, Information, intervention and Support along the way.

• Thanks for the opportunity to give feedback. I think the draft policy covers the issues quite thoroughly, especially the importance of intercepting problems at an early stage and avoiding eviction except as a last resort. I wasn’t quite sure of the meaning of the first sentence in section 4, outcome 13. But the point is important - not paying rent is unfair on everyone else

• I have read through the attached policy and it reads well, is comprehensive and all aspects are understood.

• All looks good. I suppose all policy docs at present should be read alongside any Coronvirus statement or implications that may bring at this time.

• I have read through the Rent Arrears Prevention, twice and all looks fine. The quick responses/action at the start of arrears is important

• Thank you for your email. I have read through your policy. I think everything that is put in place seems enough. I feel, in the most part, these issues are taboo, and tact, kindness and understanding are key in gaining a positive result for both the tenant and for Fyne Homes. With the current climate, I would imagine there are situations people find themselves in, through no fault of there own that lead to hardship. I myself lost half my wage last year as it had been topped up with overtime. I am sure there will be an understanding there. If I remember correctly, a letter was sent out to tenants at the beginning of the pandemic to ask if anyone who may need support could talk to someone from Fyne Homes for advice. I feel these measures are positive, as they preempt the hardship and make it okay to talk about and find a solution early. I hope this helps!

• Have read through your report and I think it is well put and can’t find any reason to change anything

• I have looked at the rent arrears papers you sent out to us all. I am happy with the information

• Finally got round to reading Fyne Homes policy on rent arrears, everything seems fine, there are a few things that the policy does cover which I feel are most important to all concerned.

• Universal Credit and DWP delays, an ongoing problem for all as you will be aware and there is no hurrying the DWP as we all know, so it is vital that Fine Homes continues to reassure any new tenants that although initially there will be arrears these will clear when DWP catch up. The stress caused by these delays/debts cannot be over stated

Following the consultaion the policies were reviewed/adopted at the Management Committee Meeting on 10th March 2021, thank you to all who took part in the consultation process

Revised Model Complaints Handling Procedure and Unacceptable Actions and Behaviours Policy 2021

Model Complaints Handling Procedure

Fyne Homes adopted the Scottish Public Services Ombudsman’s Model Complaints Handling Procedure in 2012 and Housing Association tenants were widely consulted in the development of the original document.

The purpose of the MCHP for Housing Associations is to provide a standardised approach to dealing with customer complaints across the housing sector in Scotland. In particular, the aim is to implement a standardised and consistent process for customers to follow which makes it simpler to complain, ensures staff and customer confidence in complaints handling and encourages organisations to make best use of lessons from complaints.

During 2018-2019 the SPSO conducted a review of the MCHP to establish its effectiveness and usability.

Following our consultation across all sectors, the MCHPs were revised to:

• standardise the core text across all of Scotland’s public services (to remove minor inconsistencies in how the MCHP operates within different sectors), while retaining individualised sector-specific content and examples in each version

• update the MCHPs in line with:

• feedback from organisations under jurisdiction (via a consultation survey and individual feedback from contacts with SPSO)

• issues identified in casework

• recent research and good practice in relation to using alternative resolution approaches,promoting positive complaint behaviours and improving access to complaints for vulnerable groups.

The revised MCHP will be implemented from 1st April 2021 and we would like to give you the opportunity for your feedback.

We have “customer facing” Complaints Handling Policy which is supported by a detailed internal procedure for staff to follow when handling complaints.

There is scope to adapt some aspects of the MCHP to reflect for example our organisational structure, operational processes, language and corporate style.

However, we are unable to make amendments to the document to the extent that its purpose or substance is changed in a way which does not reflect the MCHP or its key aims. In particular, we cannot change the following:

the definition of a complaint (although further guidance or examples may be included)

the number of stages

timescales at each stage

the requirements to record, report and publicise complaints information

There is flexibility in who can sign off complaints, in how and when performance on complaints is communicated to tenants and the provision of any additional guidance/examples. However, we cannot introduce an additional internal appeal stage or to develop new timescales. This is designed to ensure a standardised approach across the sector.

As we were undertaking a review of our Complaints Handling Procedure we have taken the opportunity to revise our Unacceptable Actions and Behaviours Policy.

As we have adopted the Scottish Public Services Ombudsman’ Model Complaints Handling Procedure, we have used their Unacceptable Actions Policy to inform our document.

The purpose of the policy is to ensure the safety of our staff and those who undertake services on our behalf and set out how we will manage actions and behaviour which we consider to be unacceptable.

Unacceptable Actions and Behaviours Policy

Following the consultation the policies were reviewed/adopted at the Management Committee Meeting on 10th March 2021, thank you to all who took part in the consultation process.