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Section 5: How your homes would be managed
1 Local Community Housing Office and Staff Structure
2 5.2 Estate Wardens
In addition to the above, THCH proposes to widen its warden service to Mansford Estate subject to further resident consultation. There would then be regular estate patrols by uniformed officers aimed at improving security and reducing anti-social behaviour on the estate.
Like other services, such as cleaning and concierge, the wardens would be paid for through service charges paid by both leaseholders and tenants.
3 Local management of the Estate
The THCH office that would manage Mansford Estate would provide the following services:
4 The housing management service
THCH would provide a full range of financial and corporate services to support the local Community Housing Office, including rent accounting and service charges.
5 Out of hours emergency repairs
6 Code of conduct and quality monitoring for repair persons and contractors
7.1 Open and Transparent Service
A publicised cleaning programme for the estate would be agreed with residents, setting out what cleaning tasks take place on what days. A clear record of the completion of the cleaning tasks would be kept for inspection by residents.
7.2 Cleaning Method Statements
The ways in which the cleaning tasks are undertaken are as important as how frequently they are carried out. The method of carrying out key tasks would be agreed with residents and publicised. All cleaners would receive training and guidance on the various method statements on an ongoing basis.
7.3 Full Resident Involvement
Residents will be involved in monitoring the service via joint inspections with the local Community Housing Office. The findings of the residents will be reported to the Area Resident Board on a regular basis.
7.4 Locally Managed Service
The Local Community Housing Office will manage the service and be responsible for resolving any problems. Residents will therefore be able to find out more about the service and, where necessary, make a complaint at the local Community Housing Office.
7.5 Weekend Service
It is recognised that many residents are keen to have a good cleaning service over the weekend period and the cleaning programme allows for Saturday working, without detriment to the weekday service.
8 Measures to combat anti-social behaviour
8.1 Statement of Intent
THCH recognises that anti-social behaviour has a negative impact on people and neighbourhoods. It is committed to ensuring that all residents enjoy their right to peace, quiet and security in their homes. THCH would take firm and prompt action to deal with disruptive residents and any other persons causing a nuisance or harassment on the estate or in individual dwellings.
8.2 Appropriate Action
THCH would take whatever action is available to it in tackling anti-social behaviour. This includes arbitration and mediation, the use of injunctions, and the use of THCH's powers under the Housing Act 1996 and The Anti-social behaviour Act 2003.
If the anti-social behaviour is persistent or acute and the perpetrator is a tenant of THCH they could take any or all of the following steps:
Where the perpetrator of anti-social behaviour is unidentified, THCH would take a pro-active approach to identify them including the use of covert surveillance and professional witnesses as well as THCH staff including caretakers and wardens as appropriate.
8.3 Inter-Agency Approach
THCH works with local statutory and voluntary agencies, including the police, probation service, health authority, environmental health and social services, to develop a co-ordinated approach to problems of neighbour nuisance on its Estates.
8.4 Leaseholders and Sub-Tenants
Where a lessee or sub-tenant of the leaseholder perpetrates nuisance, THCH will use its powers under the lease to take action against the lessee or sub-tenant. This includes the use of injunctions and action for forfeiture.
9 Anti-Harassment Policy
THCH believes in equality, and is committed to ensuring that its residents are able to live without fear of harassment, intimidation or attack. THCH is opposed to all forms of harassment, and would use its powers and resources to take action against any individual involved in an incident, where either the victim or the perpetrator is a resident of THCH.
THCH is committed to combating all forms of harassment including:-
9.1 Work In Partnership with the Community
THCH's strategy would be to work in partnership with the Local Authority, local community groups, voluntary agencies and the police to develop initiatives to combat all forms of harassment. It would adopt practices which will contribute towards the development of harmonious communities in the Borough.
9.2 Victim Centered Approach
THCH would take a victim-centred approach in responding to cases of harassment. It would be guided by the victim in determining the most appropriate course of action in responding to an incident of harassment.
10 Complaints Policy
THCH will fully consult with all residents on matters of interest or concern to them including planned maintenance and major works, proposed changes in housing management and service delivery.
THCH consults residents widely on a variety of issues including proposed changes in policy and practice, service delivery performance, housing management and major works. Consultation is carried out both through the three local Area Resident Boards, including one for the Bethnal Green Area and the Leaseholder Steering Group, and with individual residents as appropriate.
All residents are fully consulted on such proposals at the earliest opportunity. They would be given a full and clear explanation of the proposals and their implications, and adequate time to consider the proposals. The methods may include:
THCH monitors the results of consultation methods, to ensure that views from all sections of the community are considered when making changes and improvements.
It welcomes feedback and gives individual residents a range of different ways to register their views and influence policy so as to enable continuous review and improvement of service delivery.
These methods include:
13 What would be the role of the Council following transfer?
If the transfer goes ahead, the Council would enter into a legal agreement with THCH. THCH would be bound to keep the promises set out in this document and the Council could take legal action against them if they do not.
Following transfer, the Council would continue to work in partnership with THCH. The Council would continue to have a strategic housing role even if the estate did transfer to THCH, which would include, for example, maintaining its duties to the homeless under the homelessness legislation and maintaining the Common Housing Register.
The Council would continue to be responsible for non-housing services for the Mansford & Avebury East Estates such as Highways, Leisure, Refuse Collection and Planning. The residents of the Mansford & Avebury East Estates would still be able to contact the Council in the usual way. Residents would still be required to pay their Council Tax in the same way as they do now. (The Council would also be responsible for administering Housing Benefit).
14 How the Council would manage your home if transfer doesn't proceed
14.2 Day-to-Day Management
The Council will in future provide estate management services from larger centres which will also provide a wide range of other Council services. Estate management services include tenancy management, rents, leaseholder services and technical services. The current provision of local housing offices will change as a result of this move which is intended to result in
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