Regulation of Social Housing Assurance Statement 2024 Full Report
Renfrewshire Council · 29 October 2024
Back to Communities and Housing Policy Board — 29 October 2024 and its agenda
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___________________________________________________________________ To: Communities and Housing Policy Board On: 29 October 2024 __________________________________________________________________ Report by: Director of Environment, Housing and Infrastructure ___________________________________________________________________ Heading: Regulation of Social Housing: Assurance Statement 2024 ___________________________________________________________________ 1. Summary 1.1 The Council is required to submit an Annual Assurance Statement to the Scottish Housing Regulator in October 2024 demonstrating compliance with the regulatory requirements for local authorities and Registered Social Landlords (RSLs). 1.2 Appendix 1 lists the requirements as set out in Chapter 3 of the Scottish Housing Regulator’s Regulatory Framework and provides evidence to demonstrate Renfrewshire Council’s compliance. The proposed Annual Assurance Statement 2024 for Renfrewshire Council is attached at Appendix 2 for approval by the Policy Board. ___________________________________________________________________ 2. Recommendations It is recommended that the Communities and Housing Policy Board: 2.1 Note the Regulatory Requirements and evidence of Renfrewshire Council’s compliance as set out in Appendix 1; and 2.2 Approve Renfrewshire Council’s Annual Assurance Statement 2024 for submission to the Scottish Housing Regulator as attached in Appendix 2. 3. Background 3.1 All social landlords are required to prepare and submit an Annual Assurance Statement to the Scottish Housing Regulator each year. The first Annual Assurance Statement from Renfrewshire Council was approved by the Communities, Housing and Planning Policy Board and submitted to the Scottish Housing Regulator in October 2019, with subsequent statements being submitted annually thereafter. 3.2 The regulatory requirements for all social landlords include:
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• Meeting all duties, obligations and responsibilities placed on landlords by legislation and through statutory guidance; • Achieving the standards and outcomes in the Scottish Social Housing Charter; • Duties to help people who are homeless, including a statutory duty to prevent and alleviate homelessness; • Duties relating to the safety of tenants’ homes and promoting equality and human rights; • Meeting the requirements and adhering to relevant guidance from other regulatory bodies; and • Adhering to statutory guidance from the Scottish Housing Regulator and taking account of regulatory advice. 3.3 The Scottish Housing Regulator lists the regulatory requirements for local authorities under five headings in its Regulatory Framework. Appendix 1, which is attached to this report, shows how Renfrewshire Council meets each of these requirements and gives details of current evidence which demonstrates compliance. 1. Assurance and notification 2. Scottish Social Housing Charter performance 3. Tenants and service user’s redress 4. Whistleblowing 5. Equality and Human Rights 3.4 Arrangements are in place to report regularly to the Policy Board on a range of matters relevant to the above requirements. This includes tenant and resident engagement, service improvement planning, service performance and financial and risk management. Where appropriate, these reports address areas for improvement as well as highlighting areas where the service is performing well. This years cycle of reports is detailed in the table below: Table 1. 2024/2025 Cycle of Reports Subject Month Housing Revenue Account Budget and Rent Levels (report to Council) February/March Private Sector Grant Investment Programme February/March 3-year Service Improvement Plan March Annual Return on the Charter (and management information on allocations, repairs, homelessness and rent collection) August Service Improvement Plan Mid-Year Monitoring October Annual Housing Performance Benchmarking October Tenant Participation Strategy Progress Report January Charter Half Year Update (and management information on allocations, repairs, homelessness and rent collection) January Budget reports (including Housing Revenue Account) Each cycle Service Update report Each cycle 3.5 Our engagement plan for April 2024 to March 2025 was reported to Board in May this year. It noted that that SHR reviewed and compared the data for all Councils from the Scottish Government’s national homelessness statistics
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and the Annual Returns on the Charter. Our Engagement Plan for this period requested the following information: • That we advise them if there are any emerging issues preventing the Service from fulfilling its statutory duty to provide temporary accommodation when it should and to comply with the Unsuitable Accommodation Order, and • That we send them monthly updates on progress on achieving compliance with electrical safety and fire detection requirements. Each year we provide the SHR our Annual Assurance Statement, and Annual Return on the Charter. 3.6 The Service has taken steps to review and consolidate its responsibilities in relation to tenant and resident safety. The service established a Housing Landlord Compliance team in 2023 and developed a comprehensive Landlord Compliance Strategy and associated policies and procedures: • Gas safety • Electrical safety • Water safety • Fire safety • Asbestos • Lift safety The Board received a report in January 2023 and August 2023 on Dampness, Mould and Condensation. This report outlined the processes in place to deal with reports of dampness and mould, and detailed the actions which were taken to review these, as well as setting out further actions to be undertaken. The Board receives updates on progress with tackling reports of dampness and mould and other compliance matters within the Service Update reports which are presented each cycle. 3.7 In May this year the Convenor of the Communities and Housing Policy Board and officers from the service met with the Scottish Housing Regulator. This was part of an annual thematic review by the Regulator that looks at how Local Authority landlords and RSLs carry out their Assurance Statement process. Feedback from the SHR was positive and noted some areas of good practice, including: • A strong focus on tenant participation in the assurance evidence such as contributions from the Tenant Scrutiny Panel in evidence library, and examples in the discussions about the importance of feeding back to tenants. • A pro-active approach to providing elected Member training and briefing sessions on compliance. • The resource allocated to reviewing Renfrewshire council’s approach to tenant and resident safety and implementing the outcomes.
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They also identified and/or discussed some areas where practice could be improved: • Further consideration of how to test validity of information and assurance on working practices. • Moves to implement electronic recording of data and integrated systems. 3.8 On Equalities and Human Rights, we can provide assurance that we comply with all of the regulatory requirements and standards, including the requirement on equalities and human rights. Section 5 of Appendix 1 provides full details of our approach and how we comply and adapt service to meet these requirements. 3.9 Social landlords are required to advise the Scottish Housing Regulator of any material changes to Council’s Annual Assurance Statement during the year. Members should note that there were no material changes to our Assurance Statement last year. __________________________________________________________________ Implications of the Report 1. Financial – None. 2. HR & Organisational Development – None. 3. Community/Council Planning – • Our Renfrewshire is thriving – Providing housing and homelessness services which meet regulatory standards. 4. Legal – None. 5. Property/Assets – None. 6. Information Technology – None. 7. Equality & Human Rights – (a) The Recommendations contained within this report have been assessed in relation to their impact on equalities and human rights. No negative impacts on equality groups or potential for infringement of individuals’ human rights have been identified arising from the recommendations contained in the report. If required following implementation, the actual impact of the recommendations and the mitigating actions will be reviewed and monitored, and the results of the assessment will be published on the Council’s website. 8. Health & Safety – None. 9. Procurement – None. 10. Risk – None.
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11. Privacy Impact – None. 12. Climate Risk – None. 13. Children’s Rights – None. 14. Cosla Policy Position – None. ___________________________________________________________________ List of Background Papers Report to Communities, Housing and Planning Policy Board on 15 January 2019 – Regulation of Social Housing – Response to Consultation by The Scottish Housing Regulator. Report to Communities and Housing Policy Board on 31 October 2023 – Regulation of Social Housing: Assurance Statement 2023. Report to Communities and Housing Policy Board on 16 January 2024 – Scottish Social Housing Charter Performance: 2023/2024 Half Year Update. Report to Communities and Housing Policy Board on 20 August 2024 – Scottish Social Housing Charter: Annual Return 2023/2024. The foregoing background paper will be retained within the Housing Service for inspection by the public for the prescribed period of four years from the date of the meeting. The contact officer within the service is Ray Walkinshaw, Housing Regeneration and Development Manager, telephone 0141-487 2189 or 07483 146814 and e-mail ray.walkinshaw@renfrewshire.gov.uk. ___________________________________________________________________ Author: Ray Walkinshaw ray.walkinshaw@renfrewshire.gov.uk ___________________________________________________________________ Attachment(s): Appendix 1: Regulation of Social Housing Assurance Statement Appendix 2: Renfrewshire Council Assurance Statement 2023
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ANNUAL ASSURANCE STATEMENT 2024 Appendix 1
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1 REFERENCE INDEX REFERENCE REFERENCE DESCRIPTION AHS Access to Housing and Support AICV Additional Information Covid-19 AIG Additional Information General CLR Customer Landlord Relationship CPSP Corporate Plans Strategies & Procedures GVRSC Getting Good Value from Rents & Service Charges HQM Housing Quality and Maintenance HSP Housing Strategies & Policy NC Neighbourhood and Community
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2 Checklist of Regulatory Requirements/Standards 1. Assurance and Notification AN1 Prepare an Annual Assurance Statement in accordance with SHR published guidance, submit it to the SHR between April and the end of October each year, and make it available to tenants and other service users. How We Comply Evidence A briefing session and presenta�on on the Annual Assurance Statement 2024 was provided to members of the Policy Board. The Policy Board has been advised in previous reports of the changes to the Regulatory Framework implemented in 2019 and the subsequent changes as part of the SHR’s review of the Regulatory Framework, published in February 2024 Account has been taken of the SHR’s guidance on Annual Assurance Statements in preparing this report. Some areas for improvement have been iden�fied and these are detailed within this report and in other reports to the Policy Board. All Annual Assurance Statements have been approved by Policy Board since 2019 and submited to the SHR therea�er, with the SHR providing feedback as appropriate. The 2024 Annual Assurance Statement was discussed with the Tenant representa�ves at the joint tenant mee�ng held in September 2024. Annual Assurance Statement Presenta�on to members of the Policy Board 22 October 2024 CAH Policy Board Report 29 October 2024– Regula�on of Social Housing Assurance Statement CAH Policy Board Report 16 August 2023 – Response to Consulta�on on Regulatory Framework 22-23 by SHR on ARC Return. Updated Guidance on Regulatory Framework form SHR Published February 2024 Leter from the Sco�sh Housing Regulator providing feedback from SHR Visit on AAS processes, June 2024 Sco�sh Housing Regulator Engagement Plan 2024-2025 CAH Policy Board Report – 21 May 2024 Joint Tenant Mee�ng, 19 September 2024 Response to the SHR and Board report for review of Single Regulatory Framework, published as part of the Report to Communi�es and Housing Policy Board on 16 January 2024,
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3 AN1 Prepare an Annual Assurance Statement in accordance with SHR published guidance, submit it to the SHR between April and the end of October each year, and make it available to tenants and other service users. How We Comply Evidence Following Board approval, the Annual Assurance Statement 2024 will be available to tenants and other service users with a link to the Council’s website. Sco�sh Social Housing Charter Performance: 2023/2024 Half Year Update. AN2 No�fy the SHR during the year of any material changes to the assurance in the Council’s Assurance Statement. How We Comply Evidence There were no material changes to the Councils Assurance Statement for 2023. If there are any material changes for the Assurance Statement 2024, we will advise the SHR and the Communi�es and Housing Board. To accommodate this during the year we provide a number of reports: • Annual report to charter was submited to SHR at the end May 2024 and reported to Board in August no�ng performance in gas safety cer�fica�on and electrical and smoke detector performance. • Service Update reports, each cycle Procedures are in place to monitor ongoing compliance and any material changes will be reported to the Communi�es and Housing Policy Board and to the Sco�sh Housing Regulator. In 2022 the Council appointed a Compliance Officer and Fire Safety Officer and this year we have appointed a Gas & Electrical Co-ordinator for Domes�c Housing. Sco�sh Social Housing Charter: Annual Return 2023/24 CAH Policy Board Report, 20/08/24 Charter Return 2023/2024 CAH Policy Board Report 29 October 2024 – Regula�on of Social Housing: Assurance Statement 2024 Service Update Reports to Communi�es and Housing Board Monthly Returns to SHR for 2024/25 Engagement Plan Presenta�on to SHR on Assurance Plan Process 15/5/24 Leter from the Sco�sh Housing Regulator providing feedback from SHR Visit on AAS processes, June 2024
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4 AN2 No�fy the SHR during the year of any material changes to the assurance in the Council’s Assurance Statement. How We Comply Evidence SHR Engagement Plan asks for monthly return on EICR and Smoke detector compliance Officers met with SHR on 15 May 2024 to discuss approach to Assurance Statement AN3 Have assurance and evidence that the Council is mee�ng all its legal obliga�ons associated with housing and homelessness services, equality and human rights, and tenant and resident safety How We Comply Evidence General Customer engagement has taken place to review the strategic outcomes in the new Local Housing Strategy When new policies or procedures are being developed, officers seek advice from the Council’s Legal Services team to ensure any legal issues are iden�fied and given appropriate considera�on. Any relevant issues are highlighted for Elected Members in reports to the Policy Board. Tenants are consulted for all major policy changes and decisions, such as annual rent increase consulta�on. In line with the Tenant Par�cipa�on Strategy. Performance across the range of housing services is regularly monitored and reported to the Policy Board, including benchmarking over �me and with other social landlords. As part of this regular monitoring, areas for improvement are iden�fied and acted upon. Council and Housing Strategies, Plans, Policies and Procedures. Service Update Reports to the Communi�es and Housing Policy Board. Each cycle since January 2024. New Local Housing Strategy– Update, CAH Policy Board Report 31 October 2023 Environment, Housing & Infrastructure Services 2023-2026 Service Improvement Plan CAH Policy Board report 16 May 2023 Housing Repairs Policy, Joint Tenant Mee�ng, 19 September 2024 Tenant Par�cipa�on Strategy 2022 - 2027 – CAH Policy Board Update March 2024 Performance and Benchmarking Reports. Annual Rent Consulta�on December 23
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5 AN3 Have assurance and evidence that the Council is mee�ng all its legal obliga�ons associated with housing and homelessness services, equality and human rights, and tenant and resident safety How We Comply Evidence Homelessness and access to housing Given the rising demand for housing that we increased the number of proper�es which are made available for use as temporary accommoda�on to 279 units, this includes 39 RSL, 187 Council proper�es including two staffed units at Thrushcraig and Fitzallan and 53 Supported Accommoda�on units. Only as a last resort is Bed and Breakfast accommoda�on used by the Council. B&B accommoda�on has been used 261 �mes since the November 2022. We have never placed children in B & B accommoda�on. Since November 2023 there have been 145 breaches of the unsuitable accommoda�on order (anyone in B & B for more than 8 days) The Housing first report provides evidence of strong partnership working and compliance to address homelessness and demonstrates making best use of measures to help a difficult client group sustain their tenancies through a range of support mechanisms It also provides evidence of our Housing Support and RRTP budget being deployed appropriately to meet the housing and support needs of those who have experienced repeat homelessness, criminal jus�ce involvement and addic�on issues. Reports to Board, including Service Update report and specific reports on the con�nuing local and na�onal pressures that are resul�ng in an increase in homeless applica�ons and demand for housing support, and the impact of these. Housing First Scotland Annual Check Up Alloca�ons Procedures Renfrewshire Common Housing Alloca�on Policy Renfrewshire Common Housing Alloca�on Policy - Council Housing Alloca�on Targets for 2024/2025 Memorandum of Understanding (MOU) to support joint commissioning of a Housing Op�ons Training Toolkit Housing Op�ons Advice – Housing Op�ons Form Report to Communi�es and Housing board 29/10/2024; Homelessness in Renfrewshire and Review of Rapid Rehousing Transi�on Plan Homeless Services Development Plan Environment, Housing and Infrastructure - 2024-2027 Service Improvement Plan Service Update Reports (Each Cycle) Tenant Support Fund Policy
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6 AN3 Have assurance and evidence that the Council is mee�ng all its legal obliga�ons associated with housing and homelessness services, equality and human rights, and tenant and resident safety How We Comply Evidence Homeless Services have produced a Service Development Plan which outlines the areas of strength and poten�al challenges with the current service delivery arrangements, and assesses areas for development which will help ensure that the Council and partners con�nue to meet the statutory obliga�ons to homeless households in Renfrewshire. It has a list of key Ac�on Points summarised at the end of this document which is updated and tracked to support us in properly planning, preparing and funding Renfrewshire’s response to tackle and prevent homelessness. The Council operates a Housing Op�ons Toolkit, the objec�ve of which are to encourage staff to develop person centred a�tudes and beliefs towards service delivery, improve staff understanding of Housing Op�ons principals and philosophy, encourage consistency in the way front line staff deliver Housing Op�ons, and improve knowledge of support, resources and partners involved in delivering Housing Op�ons The Common Housing Alloca�on Policy sets out an agreed, common approach that partner landlords use to allocate homes that become available for let. The alloca�on process is monitored, and targets and outcomes are agreed by the Policy Board annually. Alloca�on targets are set to ensure that those in housing need receive an equitable share of alloca�ons.
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7 AN3 Have assurance and evidence that the Council is mee�ng all its legal obliga�ons associated with housing and homelessness services, equality and human rights, and tenant and resident safety How We Comply Evidence We have introduced a new “Tenant Support Fund” (TSF) which aims to assist Council tenants who are experiencing acute financial hardship and finding it challenging to keep up to date with payments of rent. The TSF is intended to supplement the current Rent Collec�on process and is a temporary measure to alleviate exis�ng and emerging financial stress, prevent and reduce escala�ng rent arrears and contribute to sustaining Council tenancies in Renfrewshire. “ Equali�es & Human Rights Officers undertook a targeted self-assessment exercise on Housing as a Human Right (in 2023), building on the previous assessments and informa�on gathering exercises to ensure sufficient evidence is available to provide assurance on compliance with the regulatory requirements. We con�nue to collect and analyse data on new and exis�ng tenants to provide a beter understanding of the needs and requirements for all equality groups. Equali�es and Human Rights Self-Assessment Exercise (2023) Environment, Housing and Infrastructure - 2024-2027 Service Improvement Plan Housing Op�ons Applica�on Form Tenant and Resident Safety The majority of annual gas safety checks have been carried out prior to the 12-month due date. In the first half of the repor�ng year there was 1 occasion where a service wasn’t carried out before it was due. Access has since been achieved and this service is now complete. The Council is not yet fully compliant with the programme of electrical safety inspec�ons which are required to be carried out every five years. Addi�onal resources have been procured with 2 external contractors appointed to catch up with the backlog. A Corporate Health and Safety Policies and Procedures. Fire Safety Guidance for Exis�ng High Rise domes�c Buildings Sco�sh Government Guidance on Sprinkler Systems for all newbuild home building warrants submited on or a�er 1 June 2022 Internal Audit Statement of Compliance. Compliance Cer�ficates – e.g. Gas Safety, EICRs Housing Adapta�ons within Council Stock Policy Annual Health & Safety Plan – Communi�es & Housing – CAH Policy Board Report 16 August 2022
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8 AN3 Have assurance and evidence that the Council is mee�ng all its legal obliga�ons associated with housing and homelessness services, equality and human rights, and tenant and resident safety How We Comply Evidence forced access process has also been introduced. We report progress each month to the Sco�sh Housing regulator as detailed in our Engagement Plan. An increase in grant support for owners in mixed tenure blocks within the eight regenera�on areas was approved by Board in May 2023 to assist the council in mee�ng its EESSH objec�ves. • Housing Landlord Compliance Strategy, March 2021 • Housing Landlord Compliance Strategy – Gas Safety • Housing Landlord Compliance Strategy – Electrical Safety • Housing Landlord Compliance Strategy – Asbestos Safety • Housing Landlord Compliance Strategy – Fire Safety • Housing Landlord Compliance Strategy – Water Safety • Housing Landlord Compliance Strategy – li� Safety Tackling Dampness, Mould & Condensa�on – CAH Policy Board report – 17 January 2023 Tackling Dampness, Mould & Condensa�on – Changes Implemented – CAH Policy Board Report – 22 August 2023 Service Update Reports (each cycle) AN4 No�fy the SHR of any tenant and resident safety maters which have been reported to or are being inves�gated by the Health and Safety Execu�ve, or reports from regulatory or statutory authori�es, or insurance providers, rela�ng to safety concerns How We Comply Evidence The Council have a full Compliance Team in place covering Fire Safety, Gas , Electrical water, li�s and asbestos . The Council have procedures in place to deal with damp and mould cases. Our stock condi�on survey which is currently underway will gather data on mould issues by property. Combined with appropriate policies and procedures on mould and dampness, we would suggest that these methods are an Corporate Health and Safety Policies and Procedures Annual Health & Safety Plan – Communi�es & Housing – CAH Policy Board Report 16 August 2022 • Housing Landlord Compliance Strategy, March 2021 • Housing Landlord Compliance Strategy – Gas Safety • Housing Landlord Compliance Strategy – Electrical Safety • Housing Landlord Compliance Strategy – Asbestos Safety • Housing Landlord Compliance Strategy – Fire Safety
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9 AN4 No�fy the SHR of any tenant and resident safety maters which have been reported to or are being inves�gated by the Health and Safety Execu�ve, or reports from regulatory or statutory authori�es, or insurance providers, rela�ng to safety concerns How We Comply Evidence effec�ve way to monitor damp and mould. We have introduced sensor installa�on in proper�es with damp and mould to enable proper�es to be monitored before and a�er remedia�on has been carried out. Sensors are also used to highlight poten�al issues before they are reported. Compliance and Health and Safety procedures are in place and being updated. During the past year we received on leter from the HSE, issued to the duty holder Renfrewshire Council dated 7th June in rela�on to a gas leak reported via SGN under the Gas Safety (Installa�on and Use) Regula�ons 1998. SGN atended Flat 3/1, 26 Ferguslie Walk, Paisley PA1 2RG - Iden�fied a leak from a capped outlet - Informa�on was issued as per the request for informa�on by the HSE, no further ac�on was required. Outcomes of inves�ga�ons are no�fied directly to the Council by the HSE and copied to the Director and Head of Service. There have been no inspec�ons by regulatory authori�es this year. • Housing Landlord Compliance Strategy – Water Safety • Housing Landlord Compliance Strategy – li� Safety Tackling Dampness, Mould & Condensa�on – CAH Policy Board report – 17 January 2023 Tackling Dampness, Mould & Condensa�on – Changes Implemented – CAH Policy Board Report – 22 August 2023 Leter from HSE (7th June 2024) AN5 Make the Council’s Engagement Plan easily available and accessible to tenants and service users, including online How We Comply Evidence The Council’s current Engagement Plan is publicised on the Council’s website and any subsequent plans will be made available online for tenants and service users. Council website which includes link to Regulator website People’s News SHR Engagement Plan from 31 March 2024 – 31 March 2025
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10 AN5 Make the Council’s Engagement Plan easily available and accessible to tenants and service users, including online How We Comply Evidence The Engagement plan is also promoted to tenants in the People’s News. CAH Policy Board Report 29 October 2024 – Regula�on of Social Housing Assurance Statement
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11 2. Scottish Social Housing Charter Performance CH1 Submit an Annual Return on the Charter (ARC) to the SHR each year in accordance with published guidance. How We Comply Evidence The Annual Return on the Charter was submited to the Sco�sh Housing Regulator in May 2024. A robust framework is in place for internal data checking prior to submission and a sample data check is independently verified by the Sco�sh Housing Network. Charter performance is reported bi-annually to the Communi�es and Housing Policy Board along with an annual report on performance benchmarking to provide comparisons against the Housing Service’s previous performance along with that of other local authori�es. Sco�sh Social Housing Charter: Annual Return 2023/24 CAH Policy Board Report, 20/08/24. Annual Housing Benchmarking Performance Report 2023/24. CAH Policy Board report, 29/10/2024 CH2 Involve tenants, and where relevant other service users, in the prepara�on and scru�ny of performance informa�on. This must include: • Agreeing the approach with tenants • Ensuring that it is effec�ve and meaningful – that the chosen approach gives tenants a real and demonstrable say in the assessment of performance • Publicising the approach to tenants • Ensuring that it can be verified and be able to show that the agreed approach to involving tenants has happened • Involve other service users in an appropriate way, having asked and had regard to their needs and wishes.. How We Comply Evidence Tenants are consulted on how performance informa�on is presented, what indicators should be highlighted and how performance is benchmarked. This informa�on is contained within the Charter supplement of the Autumn edi�on of the People’s News and is distributed to all Council tenants and the ar�cles are made publicly available on the Councils website. Presenta�on and Minutes of Joint Tenant Representa�ve Group Mee�ngs Tenant Par�cipa�on Strategy – Update – CAH Policy Board 12 March 2024 Tenant Scru�ny Panel ac�vity Quality Circle Inspec�ons
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12 CH2 Involve tenants, and where relevant other service users, in the prepara�on and scru�ny of performance informa�on. This must include: • Agreeing the approach with tenants • Ensuring that it is effec�ve and meaningful – that the chosen approach gives tenants a real and demonstrable say in the assessment of performance • Publicising the approach to tenants • Ensuring that it can be verified and be able to show that the agreed approach to involving tenants has happened • Involve other service users in an appropriate way, having asked and had regard to their needs and wishes.. How We Comply Evidence As part of our ongoing commitment to customer engagement, performance is discussed with representa�ve tenant groups on a regular basis. Benefits of online mee�ngs realised during the covid period have been con�nued as these have proved successful in mee�ng the needs of our tenants’ representa�ves. Officers and tenant representa�ves par�cipated in an online mee�ng to discuss the Council’s Annual Charter Return and the Council’s performance in comparison to other social housing providers. At the Tenant Scru�ny Panel mee�ng which took place in June 2023, the style and layout of the 2022/23 tenant report on the charter was also discussed. A presenta�on on the ARC took place 21 September 2023. The Tenants’ report will be issued to all tenants and the Charter performance will be made available on the Council’s website. The Tenant Par�cipa�on Strategy adopted in October 2022, progress is reported annually to the Communi�es and Housing Policy Board. 2023/2024 Rent Consulta�on and Council Board report on rent increase on 29 February 2024. Environment, Housing and Infrastructure - 2024-2027 Service Improvement Plan Council Wide Forums Tenant & Resident Associa�on Mee�ngs Tenant Scru�ny Panel, Le�ng Standard Report, March 2014 Regenera�on & Renewal Area Pop-Up Events Atendance Log Housing-led Regenera�on & Renewal Programme – Consulta�on Update – CHAPS Policy Board 15 March 2022 Link to Council website for eight Regenera�on & Renewal areas Housing-led Regenera�on & Renewal Programme – Consulta�on – CHAPS Policy Board 18 January 2022 Housing Regenera�on Newsleters
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13 CH2 Involve tenants, and where relevant other service users, in the prepara�on and scru�ny of performance informa�on. This must include: • Agreeing the approach with tenants • Ensuring that it is effec�ve and meaningful – that the chosen approach gives tenants a real and demonstrable say in the assessment of performance • Publicising the approach to tenants • Ensuring that it can be verified and be able to show that the agreed approach to involving tenants has happened • Involve other service users in an appropriate way, having asked and had regard to their needs and wishes.. How We Comply Evidence The 2024 Tenants’ Sa�sfac�on Survey noted that 83.6% of Council tenants said they were sa�sfied with the opportuni�es to par�cipate in decision-making processes. The Council has a range of opportuni�es for both individuals and groups to par�cipate and monitor performance, such as: surveys, mee�ngs with Tenants and Residents Associa�ons, the Council Wide Forum, Neighbourhood Forums, Quality Circles, the Tenant Scru�ny Panel. The service will con�nue to work with these groups to review customer feedback and inform future improvements. This year the Council developed an addi�onal Quality Circle for Estate Management. Neighbourhood renewal groups have been established in 2 of the 8 regenera�on & renewal areas. This offers tenants and residents the opportunity to suggest improvements in each area. Housing-led Regenera�on & Renewal Programme – 3 year Update– CAH Policy Board 20 August 2024
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14 CH3 Report performance in achieving or progressing towards the Charter outcomes and standards to its tenants and other service users (no later than October each year). The format of performance repor�ng must be agreed with tenants, ensuring that it is accessible for tenants and other service users, with plain and jargon-free language. How We Comply Evidence Each year tenant representa�ves are consulted on how performance informa�on should be presented, what indicators should be highlighted and how performance is benchmarked. The annual Report to Tenants is delivered to all Council tenants as a supplement to the People’s News each year. The Councils performance against charter indicators is also publicised on the Council Website Presenta�on and Minutes of Joint Tenant Representa�ve Group Mee�ngs. People’s News – Annual Return on the Charter Tenant Supplement. Council website. CH4 When repor�ng performance to tenants and other service users, this must: • Include providing them with an assessment of performance in delivering each of the Charter outcomes and standards which are relevant to the Council • Include relevant comparisons – these should include comparisons with previous years, with other landlords and with na�onal performance. • Set out how and when the Council intends to address areas for improvement • Give tenants and other service users a way to feed back their views on the style and form of the repor�ng . How We Comply Evidence Tenant feedback is used to develop the annual Report to Tenants which includes current performance against previous years and benchmarking against Sco�sh averages. Tenant feedback is used to develop the annual Report to Tenants which includes current performance against previous years and benchmarking against Sco�sh averages. Sco�sh Social Housing Charter: Annual Return 2023/24 CAH Policy Board Report, 20/08/24 Tenant Sa�sfac�on Survey 2024 Environment, Housing and Infrastructure - 2024-2027 Service Improvement Plan People’s News – Autumn edi�on - Annual Return on the Charter Tenant Supplement
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15 CH4 When repor�ng performance to tenants and other service users, this must: • Include providing them with an assessment of performance in delivering each of the Charter outcomes and standards which are relevant to the Council • Include relevant comparisons – these should include comparisons with previous years, with other landlords and with na�onal performance. • Set out how and when the Council intends to address areas for improvement • Give tenants and other service users a way to feed back their views on the style and form of the repor�ng . How We Comply Evidence The Report to Tenants provides a balanced appraisal of performance and highlights areas of success as well as areas that will be focussed on for improvement. Charter informa�on presented to tenant groups includes performance informa�on, comparisons with previous years’ data and other social landlords. The annual report to the Policy Board on the Charter Return includes areas for improvement that have been iden�fied with ac�ons this year including a focus on average days to re-let proper�es, adapta�ons, void management and gas safety. The People’s News provides opportuni�es for tenants provide feedback, invi�ng comments on the format and content of the newsleter. CAH Policy Board report, 29/10/24, Annual Housing Benchmarking Performance Report 2023/24 Report to Communi�es and Housing Policy Board on 16 January 2024, Sco�sh Social Housing Charter Performance: 2023/2024 Half Year Update. Presenta�on and Minutes of Joint Tenant Representa�ve Group Mee�ngs Council website
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16 CH5 Make the report on performance easily available to tenants, including online. How We Comply Evidence The annual Report to Tenants is delivered to all Council tenants as a supplement to the People’s News each year. The Councils performance against charter indicators is published on the Council Website. People’s News – Annual Return on the Charter Tenant Supplement Council website 3. Tenants and Service Users Redress TS1 Make informa�on on repor�ng significant performance failures, including the SHR’s leaflet, available to tenants. How We Comply Evidence Informa�on for tenants on repor�ng significant performance failures, including the SHR’s leaflet, is available from the Council website. A link to the SHR’s website is also publicised on the Councils website. Council website includes a link to the Sco�sh Housing Regulator’s website. SHR Significant Failures Leaflet TS2 Provide tenants and other service users with the informa�on they need to exercise their right to complain and seek redress and respond to tenants within the �mescales outlined in the Council’s service standards, in accordance with guidance from the Sco�sh Public Services Ombudsman (SPSO). How We Comply Evidence Informa�on on how to complain is publicised widely, including online and in tenant newsleters. The Council adheres to the SPSO guidance in rela�on to complaint �mescales. The Council monitors complaints handling, and this is reported to the Sco�sh Housing Regulator through the Annual Return on the Charter. Complaints Handling Procedures: • Customer Guide • Complaints Form People’s News Council website
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17 TS2 Provide tenants and other service users with the informa�on they need to exercise their right to complain and seek redress and respond to tenants within the �mescales outlined in the Council’s service standards, in accordance with guidance from the Sco�sh Public Services Ombudsman (SPSO). How We Comply Evidence Complaints performance informa�on is covered in the Annual Report to Tenants within the Autumn issue of the People’s News. Sco�sh Social Housing Charter: Annual Return 2023/24 CAH Policy Board Report, 20/08/24 CAH Policy Board report, 29/10/24, Annual Housing Benchmarking Performance Report 2023/24 TS3 Ensure the Council has effec�ve arrangements to learn from complaints and from other tenant and service user feedback, in accordance with SPSO guidance. How We Comply Evidence Informa�on on how to complain is publicised widely, including online and in tenant newsleters. The Council adheres to the SPSO guidance in rela�on to complaint �mescales. Complaints are analysed to iden�fy any themes that require addressing. Officer mee�ngs are held to gain insight into complaints. As part of the 2024 Tenant Sa�sfac�on Survey, tenants were asked about complaints, around 90% of respondents had not made a complaint to the Council and of the small number who had (139 from 1,216), 69 were regarding repairs and 34 related to an�-social neighbours. Around 79% of respondents commented that it was easy it was to make a complaint. Corporate Complaints Handling Procedures Complaints by Service Area Spreadsheet People’s News SMT mee�ngs SPSO – Link on Council website Sheltered Housing Newsleters & Sheltered Housing Good News Housing Support Newsleters Environment, Housing and Infrastructure - 2024-2027 Service Improvement Plan 2024 Tenant Sa�sfac�on Survey
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18 TS3 Ensure the Council has effec�ve arrangements to learn from complaints and from other tenant and service user feedback, in accordance with SPSO guidance. How We Comply Evidence Good News sec�on of Sheltered Housing Newsleter and Housing Support Newsleter. 4. Whistleblowing WB1 Have effec�ve arrangements and a policy for whistleblowing by staff and elected members which the Council makes easily available and which it promotes. How We Comply Evidence The Council’s Staff Code of Conduct includes informa�on on Whistleblowing. This is available for staff and elected members on the Councils intranet site. Following the local government elec�ons in 2022 all councillors in the new administra�on were provided with a briefing pack which contains key aspects of services. Elected members must comply with the Councillors’ Code of Conduct which is available on the Standards Commission website. Staff Code of Conduct Councillors’ Code of Conduct Convenor Pack New Councillor Introduc�on to Wards 1- 12. New Councillor Presenta�on 2022
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19 5 Equalities and Human Rights EH1 Have assurance and evidence that the Council considers equality and human rights issues properly when making all of its decisions, in the design and review of internal and external policies, and in its day-to-day service delivery. How We Comply Evidence All maters being reported to Board are reviewed for any equality and/or human rights implica�ons. The Council monitors equality outcomes corporately with all policy changes subject to Equality Impact Assessments are carried out and noted by the relevant Board. In 2023 a self-assessment exercise was completed on Housing as a Human Right. The Service Improvement Plan includes a statement annually rela�ng to equali�es. The Tenant Sa�sfac�on Survey results highlight high sa�sfac�on rates for access to services and for par�cipa�on opportuni�es, with respondents no�ng that they find it easy to par�cipate. As part of the annual update on the Strategic Housing Investment Plan, a consulta�on exercise takes place to provide individuals and groups an opportunity to provide comments on the proposals. The Renfrewshire Council Newbuild Specifica�on document has been designed to ensure proper�es meet housing for varying needs standards and a mix of property types and sizes are delivered to meet current and future needs, including an element of wheelchair accessible homes in suitable loca�ons and homes that are future proof for changing needs. The Council Guide for Assessing Equality and Human Rights Impacts Collec�ng Equality Informa�on: Na�onal guidance for Sco�sh social landlords, June 2022 Progress Report on Equality Mainstreaming Equality 2023 Housing Informa�on & Advice for People with Disabili�es Digital Support for Council Tenants – Digital Par�cipa�on Overview 2022-2023 Link to Language Line transla�on service & Alterna�ve formats are available on request. Wheelchair accessible customer service centre with Loop hearing systems in place. Renfrewshire Common Housing Alloca�on Policy Housing Op�ons, mobility, Sheltered and HSPC housing applica�on process. Tenant Informa�on Booklet & Tenancy Agreement Polish Transla�on
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20 EH1 Have assurance and evidence that the Council considers equality and human rights issues properly when making all of its decisions, in the design and review of internal and external policies, and in its day-to-day service delivery. How We Comply Evidence specifica�on is con�nuously updated to improve the quality of housing being delivered. The new housing developments planned for Ferguslie/Broomlands, Gallowhill and the Howwood Road Area will use the most up to date Newbuild Specifica�on. The housing-led regenera�on and renewal will not only enhance a significant propor�on of the Council’s housing stock but will also contribute to the wider transforma�on of Renfrewshire as a place and will be central to the economic and social recovery of Renfrewshire, thus improving the outcomes and opportuni�es of residents in datazones in the lowest deciles of the Sco�sh Index of Mul�ple Depriva�on (SIMD). The Council has introduced hybrid ways of working and staff will con�nue to deliver services whilst both working remotely and in neighbourhood offices. We have access to the Near Me pla�orm is used to provide an addi�onal method of communica�on with tenants. All customers who are looking for alterna�ve accommoda�on are invited to discuss their housing op�ons with a housing expert. The discussion will include op�ons that best suit each customer's housing need, such as Council housing, other social housing providers, the private rented sector or owner occupa�on. Annual Re-registra�on process for housing applicants Rapid Rehousing Transi�on Plan Review 2022 Renfrewshire Homeless Partnership mul�-agency approach Housing Providers Forum Renfrewshire Common Housing Alloca�on Policy Equali�es Impact Assessment. Housing-led Regenera�on and Renewal Programme for Renfrewshire - Equali�es Impact Assessment Environment, Housing and Infrastructure - 2024-2027 Service Improvement Plan Tenants Sa�sfac�on Survey 2024. Near Me Pla�orm Dra� Renfrewshire Strategic Housing Investment Plan 2025 to 2030 CAH Policy Board 20 August 2024 Renfrewshire Council Newbuild Specifica�on Environment, Housing and Infrastructure - 2024-2027 Service Improvement Plan Homeless Preven�on Officers to link in with Throughcare
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21 EH1 Have assurance and evidence that the Council considers equality and human rights issues properly when making all of its decisions, in the design and review of internal and external policies, and in its day-to-day service delivery. How We Comply Evidence The Council also employs a specialist Housing and Disabili�es Advisor who can provide informa�on and advice to older and/or disable people in more complex cases, for example those that relate to hospital discharge, or to people who are housebound. A member of staff will make a referral to them on your behalf where appropriate. Rapid Rehousing Transi�on Plan Review 2022 was sent to the Sco�sh Government. We completed these returns at request of Sco�sh Government, but there have been no requests or templates sent out so far this year. Working towards Keeping The Promise and support our Care Experienced Community. Renfrewshire Council provide Homelessness help and advice and have specific support and Liaison with Social Work Throughcare for Care Leavers. The Homelessness help and advice team work closely with Social Work's Throughcare Team for young people who have been looked a�er and accommodated to ensure that young people benefit from the agreements between services. This allows the young person to receive a high priority for housing due to their circumstances. This ac�vity is one way in which we support our Care Experienced community and As part of our ongoing commitment to con�nuous improvement we will review our arrangements and prac�ces to ensure we are informed by the needs of our Care Experienced Community
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22 EH1 Have assurance and evidence that the Council considers equality and human rights issues properly when making all of its decisions, in the design and review of internal and external policies, and in its day-to-day service delivery. How We Comply Evidence We along with our partners are working towards Housing pathways for Care Experienced young people that will include a range of affordable op�ons that are specifically tailored to their needs and preferences. Our overall aim is that all youth homelessness will be eradicated. EH2 To comply with these du�es, landlords must collect data rela�ng to each of the protected characteris�cs for their exis�ng tenants, new tenants, people on wai�ng lists, governing body members and staff. Local authori�es must also collect data on protected characteris�cs for people who apply to them as homeless. Landlords who provide Gypsy/ Traveller sites must also collect data on protected characteris�cs for these service users. How We Comply Evidence As part of the Housing Op�ons process, we ask all housing applicants for informa�on in rela�on to protected characteris�cs. The Council collects protected characteris�c informa�on from exis�ng tenants, wai�ng list applicants and new tenants (where they have chosen to provide this informa�on) and anonymised in the Tenants Sa�sfac�on Survey. The Service Improvement Plan outlines how the Service aligns with the 5 strategic outcomes within the Council Plan 2022/27 and each of the ac�ons within the SIP is grouped under one of the 5 outcomes. There are currently no Gypsy/Traveller sites in Renfrewshire Sco�sh Social Housing Charter: Annual Return 2023/24 CAH Policy Board Report, 20/08/24 Environment, Housing and Infrastructure - 2024-2027 Service Improvement Plan Final ARC Submission 2023/24 – May 2024 Unauthorised Encampments Procedures (Gypsy/Travellers)
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23 Environment, Housing & Infrastructure Renfrewshire Council Renfrewshire House Cotton Street Paisley PA1 1BR
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APPENDIX 2 Renfrewshire Council Assurance Statement 2024 Renfrewshire Council complies with the regulatory requirements set out in Chapter 3 of the Regulatory Framework. We achieve the standards and outcomes in the Scottish Social Housing Charter for tenants, people who are homeless and others who use our services. In relation to equalities data collection and human rights, the Council has established policies and procedures in these areas which are embedded in service delivery. We review and adjust our approach in the collection of equalities and human rights information along with any other changes in accordance with statutory requirements or regulatory guidance. The Service continues to take steps to review and consolidate its responsibilities in relation to tenant and resident safety. The Housing Landlord Compliance team is embedded within the service, Compliance policies and procedures for, Gas safety, Electrical safety, Water safety, Fire safety, Asbestos and Lift safety are being developed. The Board received updates in October 2023 and March 2024 on Dampness, Mould and Condensation. Updates on Electrical testing (EICR) were also provide in the Service Update report in March 2024. The Council provides regular returns to the Scottish Housing regulator on Electrical testing and Smoke detector installation. The current number of properties without a valid EICR certificate is 1173 (July) and the number of properties passing Smoke Detector compliance is 11037 (July). An installation programme is in place, and we expect to be fully compliant by December 2024. A Tenant Satisfaction Survey was commissioned this year, the results of the survey highlighted a drop in satisfaction in key service areas. This was reported to Board in August 2024. To address satisfaction levels, we will establish areas for improvement with tenant focus groups. We will work with other sections in the department with the Quality Circles to identify areas for attention and address stock condition through our SHQS and Investment programme. With regards to service performance there are areas that the Board have been advised: • Performance dipped in several areas as reported to Board, including tenant satisfaction and complaints. • Although improving, complete compliance with the requirements on annual gas safety checks remains to be achieved. • The Council is working to towards full electrical testing and smoke alarm compliance. • The Council’s SHQS compliance improved over the past year but is still working towards full compliance and meet the interim target for the Energy Efficiency Standard for Social Housing (EESSH)
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The background papers that support our Assurance Statement for 2024 advised that there had been no reportable Health and Safety incidents. The Council’s Communities and Housing Policy Board regularly receives reports which provide information and evidence to support assurance. The Annual Assurance Statement 2024 was considered and approved by the Communities, Housing and Planning Policy Board on 29 October 2024. Signed _________________________________ Councillor Marie McGurk Convener of the Communities and Housing Policy Board Date: __________