EJE IV: VULNERABILIDAD Y MALTRATO

Serious escape of water Electrical faults Security issues

Blocked toilet Loss of heating Loss of water

Loss of hot water Minor plumbing Leaking roof Defective intercom Glazing repairs Easing of doors Minor fencing Leaking gutters Broken tiles

Source: Roman Way Estate CIC tenant information leaflet (2016).

Inspection of properties and estates

The technical team carries out inspections to assess the use, condition, and

maintenance of dwellings and the neighbourhood twice a year. Common areas in the tower blocks and neighbourhoods are inspected monthly. Residents are invited to join in these inspections; it is an opportunity for the technical team to pick up residents’ issues and concerns for redress. This promotes community participation.

Void maintenance

Void repairs are carried out to bring a property to acceptable standards before it is re-let (e.g., Figure 6.3). TMOs and the city councils have a period of 28 days to carry out void repairs. The works involved in void repairs include changing bathrooms, tiles, kitchens, doors, and windows; painting internal walls; and general plumbing and electrical work. According to the board secretary, RWECIC tries to go beyond the standards demanded by the BCC.

They [BCC] have their void standards, which we have to reach before we can let the property out to new tenants. This is what we do and even go beyond that. We try, for instance, to enhance the room; we decorate the rooms; we put some pride in the property and give them [tenants] a vision of what the potential of the rest of the property is. So they are more inclined to want to look after it [the property] and be good tenants and good residents. And to be fair, it has worked really well at the moment. (Estate supervisor, 21 June 2016)

171 Tenant management organisations in England

FIGURE 6.3 Ongoing void repairs. (Right: Notice kitchen removed in the far end.) Source: Author (June 2016).

Social management activities

The main social management activities are administration of allocations, dealing with anti-social behaviour in the estate, support to tenants on personal issues, promotion of community integration and participation. The estate supervisor largely deals with most social management activities with support from the manager. The manager explained why social management is important among TMOs.

You can’t work in isolation to all the stuff happening around you. So you might have got your own housing management perfect, but you’ve got to show an awareness of the other stuff that is happening that can affect the lives of your tenants. So, TMOs don’t just do housing. They cannot just do housing. They have to have awareness of the effect of things that can come in and damage the work they do. (Manager, RWECIC, 21 June 2016)

Allocation services

Selection and allocation of dwellings are performed by a team in the city council. Qualified and interested persons can bid for an available property via an online portal called “Home connections”. RWECIC only provides post-selection services, including viewing the property and signing on tenants (tenancy management). When there is a vacant property, RWECIC notifies the BCC via an online system called “North Gate”,7

which allocates the property. As explained by the supervisor, RWECIC signs the tenancy agreement on behalf of the BCC.

We would take you to look at the property. If you are happy and want to move in, we sit with you and go through the process of signing you up. I’ll get your ID, and I’ll tell you this is your tenant management responsibility, this you have to do, this is what we have to do, this is how much rent you have to pay, and so on. And once you are happy and we are happy, we sign. (Estate supervisor, 21 June 2016)

Other services include processing tenancy assignments and succession of and termination of tenancies.

Tenancy and anti-social management

Tenancy services include support with rent payment, payment of bills, and generally getting to know their responsibilities. As part of tenancy services, four weeks after a tenant moves into occupation, the estate supervisor visits the tenant (called the “welcome visit”) to check on them and help them with any needs, such as how to pay rent or issues to do with housing benefit, and any other support they need. Thereafter, the estate supervisor visits them every three months for the first year. Among other things, the estate supervisor may be able to observe and deal with any anti-social behaviour, such as noise nuisance, issues to do with rubbish disposal, and neighbour disputes.

Estate and personal services

Estate services include cleaning common areas, especially in the tower blocks, and maintaining the grounds around the estate. To promote community involvement, RWECIC organises social events such as barbecues and field trips (day out) and invites the police, fire service, and other agencies to educate tenants on social and housing issues. At the time of visiting RWECIC, a day’s social trip had been advertised to visit the seaside at Weston Super Mare. The board secretary explains that “through these social programmes and interactions, we keep our tenants involved and informed” (Board secretary, RWECIC, 21 June 2016). RWECIC also supports tenants with personal welfare issues or refers them to get the right support.

Tenant participation

Tenants’ participation occurs at both formal and informal levels. Through the approval of plans and projects at general and annual general meetings, tenants are able to make direct inputs and approve proposals submitted to them by management. Tenants

173 Tenant management organisations in England

also contribute ideas at informal social events where staff members informally elicit opinions about things tenants prefer. On the basis of such consultations during regular condition inspections, RWECIC used part of its surplus to paint the communal areas of the tower blocks at the request of the residents. Some tenants have participated directly by assisting with their expertise. According to the board secretary, through these consultations, a 19-year-old tenant now assists the office in designing newsletters and posters.

§ 6.5.4

Performance

The Birmingham City Council monitors the work of RWECIC by using performance standards set out in the MMA and within the audit commission’s key lines of enquiry for housing stock. BCC makes arrangements for inspections and regular audits to check the quality of services. RWECIC also presents annual performance reports. The liaison officer of BCC meets monthly or quarterly with RWECIC to discuss the TMO’s performance. The performance of RWECIC is also assessed through the National Federation of Tenant Management Organisations (NFTMO) targets that compare performance against other local and national TMOs. In addition, RWECIC conducts annual tenant satisfaction surveys to assess its own performance. Not much information was available about the performance of RWECIC. However, Table 6.5 presents a general qualitative assessment overview of some of the activity categories of management to give a sense of RWECIC’s performance. The assessment is based on documentary evidence and interview responses of staff members.

TABLE 6.5 Performance assessment overview of RWECIC CRITERION ACTIVITY/CATE- GORY INDICATORS Effectiveness Maintenance and repairs

– Response rate for day-to-day repairs is satisfactory, enhanced by the categorisation of repairs.

– RWECIC has higher void standards compared to Birmingham City Council, e.g., kitchen replacement.

Tenant services – There are adequate ways (telephone and personal visits) to contact RWECIC and report complaints.

– RWECIC offers additional non-housing services, including care support for elderly people.

– RWECIC makes welcome visits to new tenants to integrate them into the community and provide necessary information.

Efficiency Housing finance – Operating expenses on repairs and maintenance increased between 2013 and 2014.

– RWECIC recorded operating surpluses in 2013 and 2014.

Equity Allocations – Birmingham City Council makes allocations, and RWECIC completes tenancy processes.

Legitimacy and support

Tenant partici- pation

– RWECIC holds annual general meetings in which tenants decide on major issues.

– Tenants join in compound inspection and greening of their environ- ment.

– RWECIC holds regular social activities, including field trips, in which tenants participate.

Sources: 2014 year report and interviews with staff.