Tenant Focus Group Meeting 4th March 2022

Rent Consultation results

A summary of the rent consultation process was discussed, confirming the approval of ‘Option One’, as voted for by 80% of the respondents to the survey. A small report has been produced and is now accessible for tenants within the ‘News’ section of the HHA website. All tenants should now be in receipt of their new rent levels.

Fuel poverty support

The Association has again partnered up with Charis and the Energy Hardship Fund to support tenants who are experiencing fuel poverty and are struggling with bills. The terms and conditions of this grant means it can’t be routinely advertised, but Officers have identified tenants at risk and so far during 2022, over £20,000 has been distributed to help alleviate fuel poverty.

Customer Service Charter

Following a consultation exercise with both staff and tenants, The Association has developed a new Customer Service Charter. This document lays out expected standards of customer service, during every contact. The final version will be put forward to HHA’s Management Committee at their meeting at the end of the month.

Spring Newsletter

Estelle ran through the content for the spring newsletter, and sought input for any items of particular importance to be included. The group felt instructions on usage of heating systems will be useful, given the worryingly high increase in tariff rates, which will affect all tenants. Future newsletters will be printed and sent out, unless a tenant has signed up to ‘My Tenancy’, in which case it will be uploaded.

The year ahead

There are a number of documents and policies to be updated and reviewed during the next financial year, and HHA would very much appreciate continued support from the TFG in helping draft items – volunteers will be sought to input to;

• Tenant Handbook update
• Full tenant satisfaction survey
• Re-let standard

Maintenance updates

The responsive repairs team have seen the completion of over 1,000 repairs during the first three quarters of 2021/22. Heidi Andrews has left her position as Technical Administration Assistant and the recruitment process is now underway. The Association recently recruited a new joiner and a new maintenance technician, which will assist current staff and allow more works orders to be completed internally. There are no backlog repairs relating to Covid-19.

Planned maintenance

Focus during 2021/22 has been to ensure compliance with new legislation on fire detection which came in last month – The Association is now fully compliant. Further electrical contracts have been on-going, ensuring all properties have a valid 5 year electrical certificate.

The Association completed the installation of 23 kitchens during the year, with a further 62 due in the coming year. Shetland Construction & Developments Ltd will oversee this work and plan to install kitchens in Upper Glebe, John Jamieson Closs, Nordavatn and Sundhamar.

Energy efficiency upgrades project - update

Work is now underway to complete a ‘retrofit’ of rigid insulation within the external walls of a void property. Taking a ‘fabric first’ approach will reduce energy consumption, and therefore minimise the impact of further increases in energy tariffs. Thanks to a successful application for external funding, The Association will now be completing work to three properties (two of which will be tenanted), where air quality, energy performance and overall impact on the tenant and their living conditions will be monitored and reported on by an independent research company. This will then inform The Association’s strategy to meet Scottish Government’s new energy efficiency targets for 2032.

A member of the group asked about solar panels, and it was confirmed that a fourth property will have these installed as part of the same project. Unlike the insulation upgrades, the PV Panels will incur future investment as component parts need replacing, thereby adding further and ongoing costs to the planned maintenance budget. The cost vs performance of the panels will also feature as part of The Association’s final report on the project.

Christmas close-down

This was the first year The Association trialled a full office closure between Christmas and New Year, when it would ordinarily open for 3 half days. This information was well publicised to tenants through the Winter newsletter and online. Tenants still had the ability to order emergency repairs, and with no negative feedback regarding this, The Association will adopt this as normal practice. No concerns or comments noted.

Hjaltland’s response to tackling Domestic Abuse

Ian provided a summary of the ways in which The Association supports survivors/victims of domestic abuse. A small power-point presentation identified the type of support available, whilst also acknowledging The Association is waiting on further guidance in relation to The Domestic Abuse (Protection)(Scotland) Act 2021. This will give social landlords additional means to end a tenant’s right to a tenancy where there is domestic abuse.

Quarter 3 performance

The following performance during quarter three (Oct to Dec) were presented and discussed. No comments or concerns.

AOCB

Staff will consider the opportunity for in-person meetings for the next session, at the offices at 6 North Ness Business Park, whilst continuing to provide tenants with the option of joining remotely. Tenants were thanked again for their invaluable participation and time.

The meeting closed at 13:40.