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AMA

I'm a Housing Manager for a Housing Association, AMA

33 replies

HooseLoose · 18/05/2023 23:09

As a Housing Manager for a Housing Association, I thought I'd offer up some insight into the world of social and affordable housing in England. Ask me anything.

OP posts:
JamMakingWannaBe · 24/05/2023 01:30

I understand most policies are to remove old carpets due to fleas/pet urine etc, but can't you either just steam clean them or have a range of carpets new tenants can choose to have fitted before they move in?

MiniTheMinx · 24/05/2023 01:43

Mutual exchanges and allocation policy.

When two parties find a viable swap...example one older single person wants to downsize, and a vastly over crowded family need that three bed house. Why do housing associations and councils disallow. Why can't Common sense prevail? Surely it's better to have one spare bedroom than two spare bedrooms, one adequately and appropriately houses family rather than two families housed in unsuitable accommodation?

creativebutterfly · 24/05/2023 01:46

How is your operations different to how the council allocate their properties ? Do people have to bid to get a HA property?

anywhereawayfromhere · 24/05/2023 02:25

Is it possible to apply for housing in a different area? If you want to move away to a cheaper area or away from toxic family or abusive ex for example?

IhateJan22 · 24/05/2023 02:54

Do you foresee any end to the housing crisis?

HooseLoose · 24/05/2023 09:16

JamMakingWannaBe · 24/05/2023 01:30

I understand most policies are to remove old carpets due to fleas/pet urine etc, but can't you either just steam clean them or have a range of carpets new tenants can choose to have fitted before they move in?

Carpets are the bane of my life. A property should be let without flooring, meaning the incoming tenant is responsible for laying flooring and also removing it at the end of tenancy. The are lots of reasons why this is the norm in social/affordable housing.

Firstly, cost. If the landlord (us) were to lay flooring, we would be responsible for replacing it when wear and tear occurs. This is not necessarily an issue (other than cost), but people are more likely to look after the carpet if they pay for it themselves. Next, there is the issue of taste. My experience is that the majority of people want to choose their own flooring - not just colour, but also quality. If we were to lay a cheaper carpet to make it affordable across hundreds of home, the likelihood is that the majority of our residents would want to replace it themselves. If they were to remove our carpet and replace it with their own, who then is responsible for replacing it if it became damaged? Us or them? If they left our carpet down and laid a carpet on top, then there is unlikely to be enough clearance under the doors and they would need to plane them back. Again - the cost of this, who is responsible? If they/us removed their carpets later down the line, the doors would have a big gap underneath and the room would be quite draughty.

We also don't take deposits from incoming tenants, therefore if carpets were damaged/needed replacing at the end of tenancy, we would have no financial recourse to reclaim any cost of this from the tenant.

We could clean carpets at the end of tenancy, but then there is the cost. We are a small housing association (less than 1000 units) and our budget for fixing any issues at the end of tenancies is approximately £11,000 for the entire year. That includes any cleaning, damage to walls, carpets, replacing appliances etc. We do ask tenants to return the property to the standard at the start of tenancy (which is usually really high) but if they don't, we're left with the cost to remedy this and also running at a void loss (when a property is empty and we can't let it out as it needs repairs).

So yeah, the simplest way is for tenants to lay their own flooring when they move in, and to remove it on the way out. What happens in practice though is that when a tenant moves in and lays their own flooring, when they eventually end tenancy (either through choice of death), they or their next of kin don't want the hassle of removing the carpet. In this instance, we can facilitate an agreement with the new incoming tenant to accept the carpets as a gift, but then they are responsible for removing/replacing them throughout their tenancy. If the incoming tenant doesn't want to accept them, we would ask the outgoing tenant to remove it, or we would do it at a cost.

And that's just a tiny insight into carpets.

OP posts:
HooseLoose · 24/05/2023 09:19

HooseLoose · 24/05/2023 09:16

Carpets are the bane of my life. A property should be let without flooring, meaning the incoming tenant is responsible for laying flooring and also removing it at the end of tenancy. The are lots of reasons why this is the norm in social/affordable housing.

Firstly, cost. If the landlord (us) were to lay flooring, we would be responsible for replacing it when wear and tear occurs. This is not necessarily an issue (other than cost), but people are more likely to look after the carpet if they pay for it themselves. Next, there is the issue of taste. My experience is that the majority of people want to choose their own flooring - not just colour, but also quality. If we were to lay a cheaper carpet to make it affordable across hundreds of home, the likelihood is that the majority of our residents would want to replace it themselves. If they were to remove our carpet and replace it with their own, who then is responsible for replacing it if it became damaged? Us or them? If they left our carpet down and laid a carpet on top, then there is unlikely to be enough clearance under the doors and they would need to plane them back. Again - the cost of this, who is responsible? If they/us removed their carpets later down the line, the doors would have a big gap underneath and the room would be quite draughty.

We also don't take deposits from incoming tenants, therefore if carpets were damaged/needed replacing at the end of tenancy, we would have no financial recourse to reclaim any cost of this from the tenant.

We could clean carpets at the end of tenancy, but then there is the cost. We are a small housing association (less than 1000 units) and our budget for fixing any issues at the end of tenancies is approximately £11,000 for the entire year. That includes any cleaning, damage to walls, carpets, replacing appliances etc. We do ask tenants to return the property to the standard at the start of tenancy (which is usually really high) but if they don't, we're left with the cost to remedy this and also running at a void loss (when a property is empty and we can't let it out as it needs repairs).

So yeah, the simplest way is for tenants to lay their own flooring when they move in, and to remove it on the way out. What happens in practice though is that when a tenant moves in and lays their own flooring, when they eventually end tenancy (either through choice of death), they or their next of kin don't want the hassle of removing the carpet. In this instance, we can facilitate an agreement with the new incoming tenant to accept the carpets as a gift, but then they are responsible for removing/replacing them throughout their tenancy. If the incoming tenant doesn't want to accept them, we would ask the outgoing tenant to remove it, or we would do it at a cost.

And that's just a tiny insight into carpets.

That should say "either through choice OR death" god - what a typo!

OP posts:
HooseLoose · 24/05/2023 11:24

creativebutterfly · 24/05/2023 01:46

How is your operations different to how the council allocate their properties ? Do people have to bid to get a HA property?

Most councils follow similar allocation policies... I.e. applicants bid on a property and then the person with the highest banding get first offer. Bandings are ranked by housing need. 1 being the top and highest priority. Those at the top of the list is if a person is unintentionally made homeless or is at risk of it, or is fleeing abuse, or if the property would aid independence that they can't get from their current property if applicant has medical conditions, the banding is increased if there are vulnerable people in the household or children.

Housing associations follow similar bandings although our bandings are more general broad and less nuanced. We have three bandings, high, medium and low across three areas, housing need, social need and support need. Our applicants don't bid on our properties, we would run our waiting list and shortlist those with the highest housing need and then if we had 5 people with the same housing need, we would defer to the person who has the highest social need (how much is their social wellbeing impacted by their current property). Support needs are only for properties where we provide on-site support through staff so this is not always applicable when allocating.

Unlike councils, we don't have provision to provide emergency housing. So if someone turned up on our offices saying they are homeless, we don't have a duty (or the means) to place them in emergency accomodation until a permanent property is found. They would need to make a housing application and apply through our normal channels. Some councils and local authorities do nominate applicants to us, and some of our properties must be offered to local authority applicants first before we are able to allocate from our own waiting lists. If there is a nomination agreement (section 106) set up between ourselves and the local authority, then applicants would need to register with the local authority and then bid on our property. Section 106 agreements are set up when full or partial funding for the property has come through from the local authority.

The most common question I get is how long will I have to wait for a property once I join your waiting list?

My answer is always how long is a piece of string?

The quickest time I have allocated a person to a property for joining our waiting list is 3 weeks. But it could be years. It depends on the individuals' circumstances and banding, and whether we have any properties available to rent. Tenants have to give 4 weeks notice to vacate so we have 4 weeks to find a new tenant and they must be able to start the tenancy when we make an offer, otherwise we'll move onto the next person on the list.

Our voids (empty properties) are low. And we generally aim to have a new tenant in the day after a tenancy ends. It would be rare for us to have a property, or several, left vacant for more than a week unless there it requires major repairs.

OP posts:
Secondwindplease · 24/05/2023 11:33

Would you say your job is more estate agent or more social worker?

crackofdoom · 24/05/2023 11:43

What green/ environmental policies does your HA have?

I'm having an extended love in with my HA because I'm renting a well insulated new build with an air source heat pump!! (it's brilliant and cheap to run if anyone's wondering), they have facilitated us planting trees in our greenspace, and have come along and stripped all the turf off and sown wildflower seeds with us. This latter is a bit of a pilot scheme- no pressure there then 😬. I know our community navigators had to fight the grounds maintenance department for this- they are very sceptical.

There is so much potential to manage communal HA greenspaces for biodiversity- if management is on board- and IF tenants can be convinced! (we are relatively lucky in that we are only a few houses, and the neighbours are either on board or don't care either way).

aggymaggyx · 21/06/2023 11:23

Hoping I'm not too late to this, it's also my first time posting on here so hopefully this is correct! I live in a HA property, just over a year ago the HA moved a young girl in to the block opposite. She has been a NIGHTMARE ever since, I started complaining about the ASB last summer, throughout winter and again this year. We've had many Housing Officer's during this time too so things haven't really been picked up until recently. I've been informed however after complaining again recently that the HA 'legally, are unable to commence any further legal proceedings until end of July, they are bound by courts in next steps they can take. All they can do is contact the resident to tell her of the complaints.'

Seems crazy to me that we have to put up with her behaviour until this magical date in July, is that right? I'm guessing this is the date they are taking it to a judge, on grounds for eviction? I'm really unsure and understand what they can tell me is limited but she has been RELENTLESS with the ASB recently. If you could explain to me what you think might be the case and how that could plan out, I'd be very grateful as I can't seem to find much online!!

Thanks in advance!

JenniferBooth · 21/06/2023 21:22

Why do contractors not turn up to pre booked appointments/turn up at random expecting the tenant to drop everything

becs44 · 06/08/2023 00:48

If you are given additional preference for working, will this help to speed up the process of finding a home at all? 3 years on the list so far. Thanks

TracyBeakerSoYeah · 06/08/2023 00:51

How did you get into your job?

becs44 · 06/08/2023 00:55

What do you mean? I have been working there for 7 years I had my daughter 2 years ago now I work part time and currently in an overcrowded household

Elvis383 · 06/08/2023 01:11

How can I find out if my neighbour HAS been the one making complaints about me?

(they are unfounded, and often!)

I suspect my neighbour has intercepted my post, regularly complains about me and listens at her windows if I’m outside.

also - do you often deal with this and is it accepted as crazy neighbour, or do you believe and look into each ‘complaint’ ?

TracyBeakerSoYeah · 06/08/2023 01:15

@becs44 I mean how did @HooseLoose get into her job as a Housing Officer/Manager

We posted within minutes of each other & your post wasn't showing when I wrote & posted mine.
So I can understand how you thought that I was referring to you.

DramaticBananas · 06/08/2023 01:31

What do you make of all the investigations by ITV news over the last year about the terrible conditions some HA tenants live under? Sodden carpets from leaks, mould covering the walls etc. I think Croydon was particularly bad. How widespread is it? What is the solution?

becs44 · 06/08/2023 01:35

Oh, right, I see. That makes sense 🙂 I was rather confused, Haha. It's my first time on here.

scoobysnaxx · 06/08/2023 03:20

@HooseLoose are we over crowded?

Myself and partner currently live in a 2 bedroom flat with my 2 step daughters (aged 16). They share a room and live with us full time.

Myself and partner have the other room.

I will give birth in 2 months time.

Our kitchen/dining room and living room are all 1 room that accesses a balcony (am I right to assume this wouldn't count towards a a bed space?!)

Will we be overcrowded when baby is born? And what is the threshold for overcrowding for us? Chances of being moved by HA?

Thank you!!

Onefootinfrontoftheother100 · 20/02/2024 20:58

Hi,
I am so glad you posted. My housing Officer is really behaving in an passive aggressive way which is really significantly effecting my mental health.
I have complained that they left me on the top floor with no intercom and mobility issues. The faulty intercom went on for 3 years and thrle contractors were abusive on the grounds of my disability. Luckily I recorded them.
My housing Officer has been quite authoritarian and I refuse to be treated that way. I do not make nose. I keep myself to myself. I am mostly at my parents.
After making efforts to get a move due to abusive ex partner including reaching out to Dias given my non mol order expired she then went on to accuse me of subletting my property.
I said I no longer want to work with her, sh eis clearly trying to antagonise me and she is effecting my mental health. She said I could work with another colleague but refused to send me his contact details.
She then sent an email which I am assuming was to scare me to ask if she should get in touch with social services to which I responded they already know given Cafcass were involved etc. This was followed up by another email the next day saying she had informed social services.
It has got to the point where a passive as she appears to be, she is clearly trying to antagonise me. The woman potentionally holds my tenancy in her hands. This is really effecting me and I would like to complain about her behaviour. I would like to know how I go about this? Is there some form of standards that I can refer to? Has she gone past her remit?
I would really appreciate any feedback. This woman is clearly trying to antagonise it. I initially assumed she had little life experience but recent emails have shown me that it is nothing to do with life experience and that she is behaving incredibly u professional.
Any advice would be much appreciated.

HooseLoose · 21/02/2024 18:23

I didn't want to read and run but it's been so long since I started this thread and I completely forgot I made it 🫣

In your first instance @Onefootinfrontoftheother100 you should check out your housing association's complaints procedure. It should be listed on their website, but if not, check your paperwork or give them a call. The complaints policy should be a case of writing a letter/emailing so that someone unconnected to the issue reviews and investigates it. Their policy should also give an indication of when you will hear back.

If you're not happy with their response, you can state you're not happy and then report to the housing ombudsman https://www.housing-ombudsman.org.uk/

I'm not clear from your message whether you're still living in the property, or if you've moved out.

Home | Housing Ombudsman Service

Find out how the Housing Ombudsman Service is improving residents’ lives and landlords’ services through housing complaints.

https://www.housing-ombudsman.org.uk

OP posts:
Charc1999 · 26/02/2024 09:07

Hi I wonder if you could answer this for me . I’ve been accepted for housing association and currently doing bids now. I’m in the top 3 on one of them.

however it says about affordability check. Currently I’m self employed and what I make varies month to month. I do get UC payments but not housing benefits at the moment as I’m living with parents.

I roughly take about £1300 a month but I always end up in an overdraft because I’ve got myself into a rut when my business started taking a hit as I used to earn a lot more!

in not always in the overdraft just sometimes when my business rent comes out I end up in one again.

with the affordability check would my overdraft go against me? Would they take into account I’d get housing benefit as well as my UC officer said I would be entitled to it.

they can see on bank statements I’m making money and a normal wage but just end up in a bloody over draft.

please answer if you can as I’m massively panicking this is going to turn me down if I get accepted for a house

HooseLoose · 26/02/2024 18:22

Hi, so with affordability checks, we would look at the last 3 months income/outgoings normally. If someone is self employed then we know income can fluctuate, so if it was me conducting it, I would request last 12 months to get a better understanding of averages across the year. If you don't currently receive housing benefit but would be entitled to it, that would be factored in and we would base affordability on the benefits you would be getting once you're living in the property, although you'd still need to ensure you can make your payments on time until the benefits kick in.

I've approved an application where a tenant has been in their overdraft because they have enough money coming in versus going out, but needed more time to get out of their overdraft.

If you want to help yourself, I would get 12 months bank statements ready, plus proof of income, so invoices/wage slips, benefits, etc and be prepared to explain why you're in your overdraft and when you can get back to 0.

We would rather approve applicants if we can because we make a loss on empty properties (voids) but equally we don't want to be chasing you for rent owed in a few months time and taking you to court to recover the costs. It depends what the landlord is comfortable with in terms of liability so try and be as open and transparent as you can.**

Hope that helps.

OP posts:
Charc1999 · 27/02/2024 14:37

HooseLoose · 26/02/2024 18:22

Hi, so with affordability checks, we would look at the last 3 months income/outgoings normally. If someone is self employed then we know income can fluctuate, so if it was me conducting it, I would request last 12 months to get a better understanding of averages across the year. If you don't currently receive housing benefit but would be entitled to it, that would be factored in and we would base affordability on the benefits you would be getting once you're living in the property, although you'd still need to ensure you can make your payments on time until the benefits kick in.

I've approved an application where a tenant has been in their overdraft because they have enough money coming in versus going out, but needed more time to get out of their overdraft.

If you want to help yourself, I would get 12 months bank statements ready, plus proof of income, so invoices/wage slips, benefits, etc and be prepared to explain why you're in your overdraft and when you can get back to 0.

We would rather approve applicants if we can because we make a loss on empty properties (voids) but equally we don't want to be chasing you for rent owed in a few months time and taking you to court to recover the costs. It depends what the landlord is comfortable with in terms of liability so try and be as open and transparent as you can.**

Hope that helps.

Edited

Thank you so much that helps a lot! I will start getting my 12 months bank statements in place. Thank you