Your Annual Audit Starts Here
This Audit template consists of 7 Sections.
Please use the next question to check the sections you'd like to complete.
Each section will then expand and have a series of questions to be answered.
NB: Please allow up to 6 hours to complete the full audit incl. all 7 sections.
- Section 1 - Health & Safety, Fire Protection, Environment
- Section 2 - Occupancy Agreements, Rent Accounts, Arrears
- Section 3 - Selection, Allocation, Voids
- Section 4 - Possession Action
- Section 5 - ASB, Nuisance, Harassment, Safeguarding
- Section 6 - Complaints, Consultation, Resident Involvement
- Section 7 - Move-on
- Paper manual
184.108.40.206 If other, please specify how staff members access the H&S policy and procedure?
- Training manual
- Online training
- Face-to-face training
- Watch and learn from colleague
220.127.116.11 If other, please specify how new staff members are inducted into the H&S policy and procedures, both corporately and locally?
18.104.22.168 Check the induction checklist and programme
1.1.4 Are records kept that show that new staff members have completed the H&S induction?
22.214.171.124 Ask to see a copy of new staff members H&S induction records
1.1.5 Are H&S courses available to existing staff members?
126.96.36.199 Check if any H&S training is overdue
1.1.6 How is H&S training recorded and monitored?
188.8.131.52 If other, please specify how H&S training is recorded and monitored?
184.108.40.206 (Daily) - Check the daily H&S checks, inc. fire alarm panel, fire escape routes clear, fire doors closed, emergency lighting indicators
220.127.116.11 (Weekly) - Check the weekly H&S checks, inc. fire alarm tests
18.104.22.168 (Monthly) - Check the monthly H&S checks
22.214.171.124 (Quarterly) - Check the quarterly H&S checks, as appropriate
126.96.36.199 (Annually) - Check the annual H&S checks, as appropriate
1.1.7 Are H&S checks carried out in accordance with the H&S policy and procedure?
1.1.8 Are residents given the opportunity to be involved in H&S checks?
1.1.9 Are all areas of the property and equipment (eg, fire safety, warden call alarms, etc) included in the checks?
1.1.10 How are H&S action points monitored and followed up?
188.8.131.52 Check how well H&S action points are monitored and followed up
1.1.11 How are H&S checks and action points monitored internally, i.e. by management?
184.108.40.206 Check H&S monitoring by management
220.127.116.11 Check the Health & Safety at Work (Law) poster is being displayed
18.104.22.168.1 Are the designated staff name(s) on poster correct?
22.214.171.124 Check the current Employer’s liability insurance certificate is on display
1.1.12 Have any H&S concerns been raised by staff or residents during the past 12 months?
126.96.36.199 Check follow up actions to H&S concerns raised
1.1.13 Is the managing agent currently facing a compensation claim for alleged poor H&S practices?
1.1.13. 1 If the managing agent is currently facing a compensation claim for alleged poor H&S practices, ask the managing agent to provide details
1.1.15 How are actions followed up and monitored internally?
188.8.131.52 Is staff compliance with the procedure monitored?
184.108.40.206 Is the most recent COSHH risk assessment available?
All of the cleaning products should have a safety data sheet for each one and a COSHH risk assessment. This will determine whether any of the products cannot be stored together.
220.127.116.11 Check the COSHH risk assessment
1.1.17 Are reviews carried out annually and when a new product is introduced?
1.1.18 Are COSHH products stored safely?
1.1.19 How are the COSHH risk assessments made available to staff?
18.104.22.168 If other, please specify how COSHH risk assessments are made available to staff
1.1.20 Is a BI 510 accident book or another means of recording accidents available to staff at the scheme?
Ask to see the book/system
1.1.21 How is the accident book accessed by staff and residents?
1.1.22 How are accidents monitored internally?
22.214.171.124 If other, please specify how are accidents are monitored internally
126.96.36.199 Check accident records / reports/remedial actions
1.1.23 Is there a lone working policy?
Check the lone working policy
188.8.131.52 Check the review date on the lone working policy
1.1.25 Have lone working risk assessments been carried out?
184.108.40.206 Check a completed lone working assessment
1.1.26 What is the local procedure for lone working?
1.1.27 Is staff compliance with the procedure monitored?
1.1.28 Is there a client risk policy and procedure?
1.1.30 How do housing staff access the client risk assessments?
1.1.31 Are gas safety checks carried out annually?
1.1.32 Is there a gas safety certificate for each boiler/appliance?
1.1.33 Are gas safety certificates given to residents and/or is a copy displayed at the scheme?
220.127.116.11 Were any PAT samples out of date?
1.1.36 Is there a certificate and list of appliances tested?
1.1.38 Does the property have a lift?
18.104.22.168 Check the lift servicing records
1.1.40 Is there a Warden Call Systems?
1.1.42 Does the managing agent carry out regular tests?
22.214.171.124 Check the managing agent's warden call system records
1.1.43 Are there current up-to-date certificates for both communal areas, rooms in shared properties and self-contained properties? (i.e. within 5 years)
1.1.44 Does the voids procedure include a requirement to inform the owning RP of voids?
126.96.36.199 Check the policy and procedure
1.1.45 Are gas and electrical safety checks and energy performance inspections carried out on each void property?
1.1.46 Is the latest Legionella risk assessment available?
188.8.131.52 Check a copy of the Legionella risk assessment
1.1.47 Have Legionella risk actions due been completed?
1.1.48 A new Legionella risk assessment is only necessary when plumbing or heating systems have been altered
Definition: Sentinel Taps are the first and last taps on a water distribution system. For hot systems the nearest and further form the water heater or calorifier. For cold water systems the sentinel will be the nearest and furthest taps from the cold water storage tanks.
- 6 monthly
- Not tested
1.1.50 Does the managing agent flush through little used outlets and outlets in void properties each week?
1.1.51 Are shower heads regularly descaled?
1.1.52 Has an asbestos investigation been carried out?
184.108.40.206 Check Registered Provider (RP) asbestos records
1.1.53 Does the RP keep an asbestos register and is this available to managing agents?
220.127.116.11 Does the managing agents have access to the RP asbestos register?
1.1.54 Is there a No Smoking policy?
1.1.55 What information on smoking is given to residents?
18.104.22.168 Ask to see a copy of the information on smoking given to residents
1.1.56 Are 'No Smoking' signs displayed in communal areas?
1.1.57 If smoking is permitted in designated rooms, are legal requirements being met?
1.1.58 Is the current Energy Performance Certificate(s) available?
1.2.0 Does the managing agent carry out their own Fire risk assessments (FRA)?
22.214.171.124 Ask for a copy of the managing agent's FRA
1.2.1 Is the most recent landlord Fire risk assessments (FRA) available?
126.96.36.199 Check the most recent landlord FRA
1.2.3 How are fire risk action points followed up?
1.2.4 How is the FRA monitored internally, i.e by management?
188.8.131.52 Check risk risk monitoring reports
1.2.5 How often are fire drills carried out?
184.108.40.206 Check the fire drills policy and procedure for compliance
1.2.6 Are fire drill records kept (signed and dated)?
220.127.116.11 Check fire drill records
1.2.7 How are non-compliant residents in fire drills dealt with?
18.104.22.168 Check records for dealing with non-compliant residents in fire drills, letter to residents, actions taken, etc.
22.214.171.124 Is there a fire documents box?
126.96.36.199.1 Where is the fire documents box located?
Ask to see the contents. Fire documents boxes should contain anything related to fire or anything that may assist the Fire Brigade should they have to attend the site.
188.8.131.52 Is the Fire Risk Assessments (FRAs) in the fire documents box?
184.108.40.206 Is the Emergency Evacuation Plan in the fire documents box?
220.127.116.11 Are Person Centered Fire Risk Assessments (PCFRAs) in the fire documents box?
18.104.22.168.1 Are the PCFRAs current?
22.214.171.124 Are Person Emergency Evacuation Plans (PEEPs) in the fire documents box?
126.96.36.199.1 Are the PEEPs current?
188.8.131.52 Is the Fire Log Book in the fire documents box or easily accessible / next to the fire alarm panel?
184.108.40.206 Are Floor Plans in the fire documents box or displayed on the wall next to the Fire Alarm?
220.127.116.11 Is the Business Continuity Plan in the fire documents box? (NB: good practice not requirement)
18.104.22.168 Is there an Emergency 'Grab Bag' in the fire documents box? (NB: good practice not requirement)
22.214.171.124 Is there a fire alarm system installed?
1.2.8 How often are fire call points tested? (NB:A different call point should be tested each week for the weekly fire alarm test)
1.2.9 Are there records of each fire call point being tested regularly?
1.2.14 How often are fire-alarm-activated door guards tested? (NB: They should be checked for operation after every fire alarm test)
1.2.12 Are mechanical smoke vents tested? (NB: They should be checked for operation after every fire alarm test)
- 6 monthly
- Not tested
- 6 monthly
- Not tested
- 6 monthly
- Not tested
1.2.15 Are fire doors inspected for damage and to ensure that they self-close?
1.2.16 Are fire exit signs and fire notices suitable and sufficient?
1.2.17 Are fire exits accessible without the use of a key?
126.96.36.199 Carry out a visual inspection for fire exits
1.2.18 Are the fire exit routes free of obstructions?
188.8.131.52 Carry out a visual inspection of fire escape routes
1.2.19 Are up to date servicing certificates available for (insert dates):
184.108.40.206 Is Fire alarm servicing up-to-date?
220.127.116.11 Is Emergency lights servicing up-to-date?
18.104.22.168 Have Fire extinguishers been serviced in the last 12 months?
22.214.171.124 Are fire blankets visually inspected regularly?
126.96.36.199 Are smoke/heat detectors serviced regularly?
188.8.131.52 Are mechanical smoke vents tested regularly?
1.2.20 How does management/senior management monitor compliance with the H&S / fire safety policy and procedure?
1.2.21 Are internal scheme audits carried out?
1.2.22 Are regular reports sent to management / senior management?
1.2.23 Is there an emergency plan?
184.108.40.206 Check the emergency plan
1.2.25 Is there an evacuation procedure?
220.127.116.11 Check the evacuation procedure details
18.104.22.168 Check the evacuation plan for compliance with the FRA
1.2.27 Is there a fire action stay put policy?
22.214.171.124 Check the fire action stay put procedure details
126.96.36.199 Check the fire action stay put policy for compliance with the FRA
188.8.131.52 Check Fire Action Notice signage complies with FRA
1.2.29 How are details of the evacuation procedures given to residents?
184.108.40.206 Ask to see a copy of the evacuation information given to residents
1.2.30 Does furniture supplied comply with fire safety regulations?
1.2.31 Is residents' own furniture required to comply with fire safety regulations?
220.127.116.11 If residents' own furniture is required to comply with fire safety regulations, how is this monitored?
1.2.32 Does any furniture need replacing?
1.2.33 What involvement do residents have in choosing furniture?
What Maintenance Option applies?
If other, please specify repair responsibility
1.3.1 Where the managing agent is contracted to provide repairs on behalf of the RP: Has performance information relating to meeting targets for repairs been provided to the RP?
18.104.22.168 Check repair records
Is a decorating allowance paid to managing agent?
1.3.2 What is the general state of repair of the property?
22.214.171.124 External repair? (damage, defects, cracks, etc.)
126.96.36.199 Roof condition?
188.8.131.52 Windows & doors condition?
184.108.40.206 Internal repair? (damage, defects, cracks, etc.)
220.127.116.11 Kitchen(s) condition?
18.104.22.168 Bathroom(s) & toilets condition?
22.214.171.124 Is the scheme reasonably clean? (Replaces 1.3.35)
126.96.36.199 What is the general state of the front garden? (Replaces 1.3.36)
188.8.131.52 What is the general state of the back garden? (Replaces 1.3.36)
184.108.40.206 Are there large trees or overgrown plants that could cause nuisance to neighbours or damage property?
1.3.3 When were cyclical decs last carried out by the RP?
1.3.4 How were residents consulted about these decs?
220.127.116.11 Check cyclical decs resident consultation procedures
1.3.5 When are cyclical decs next due?
1.3.6 What is the state of the decorations at the property for which the RP has responsibility?
1.3.7 What is the state of internal decs?
1.3.8 How are residents consulted about internal decs?
18.104.22.168 Check internal decs resident consultation procedures
1.3.9 Has the managing agent budgeted for carrying out internal decs on a regular basis?
22.214.171.124 Check internal decs budgetary provision
126.96.36.199 How does the managing agent fund internal decs?
188.8.131.52 Does the managing agent know how to raise requests for repairs, adaptations, improvements and other works?
1.3.12 Are staff given clear procedures for reporting repairs (including out of hours emergencies)?
1.3.13 Is there a system for monitoring the progress of repairs?
184.108.40.206 Check repair records
1.3.10 Are there any problems with maintenance reporting to the RP?
220.127.116.11 Please provide details of problems with maintenance reporting
1.3.11 Are there any urgent repairs outstanding?
18.104.22.168 Please provide details of urgent repairs outstanding
22.214.171.124 Check that urgent outstanding repairs have been reported and chased
126.96.36.199 Check that the managing agent also knows how to escalate requests where there are problems getting the works completed
1.3.14 Are residents given clear procedures for reporting repairs (including out of hours emergencies)?
188.8.131.52 Ask to see a copy of the information given to residents for reporting repairs
1.3.15 Are out of hours arrangements on display at the scheme?
184.108.40.206 Do a visual check of hours arrangements
1.3.16 Are repairs carried out sensitively, based on the needs of the residents?
1.3.17 Are contractors accompanied where there are vulnerable residents?
1.3.19 Are bedrooms/bathrooms/WCs lockable?
220.127.116.11 Carry out a visual check of bedrooms/bathrooms/WCs privacy
1.3.20 Do residents have their own keys to their bedrooms?
1.3.21 Is there an agreed written procedure on staff gaining entry to residents’ rooms?
1.3.22 Are interviews with residents held in a private space?
1.3.23 Is there a key holding policy?
18.104.22.168 Check the key holding policy
1.3.24 Has a review of the physical environment been carried out?
22.214.171.124 If yes, request a copy of the physical environment review
1.3.25 Are residents involved in reviews?
126.96.36.199 Check resident involvement procedures for reviewing of the physical environment
1.3.26 Is the scheme fit for purpose?
1.3.27 Are there plans for re-modelling?
1.3.28 Have any changes been made due to long term voids?
1.3.29 Have any comments / requests been made by commissioners?
188.8.131.52 If yes, please specify comments / requests made by commissioners
1.3.30 Is security surveillance equipment (CCTV) used?
- Front door
- Communal lounge
- Back door
- Counselling rooms
- Front garden
- Back garden
- External escape routes
184.108.40.206 Do a visual check of CCTV coverage
1.3.32 Are residents consulted / informed of the use of CCTV equipment?
1.3.33 How long are CCTV recordings kept for?
1.3.34 Who has access to CCTV recordings?
2.1.1 Is the occupancy agreement used in the scheme the one issued by the RP?
220.127.116.11 Check a sample of residents’ files to see if the correct occupancy agreements are being issued to residents
2.1.2 Are the correct schedules completed and attached to the occupancy agreements
18.104.22.168 Check a sample of residents’ files for schedules completed and attachments
2.1.3 Are there any House Rules?
22.214.171.124 Are the House Rules reasonable and compatible with the terms of the occupancy agreement?
2.1.4 Are the House Rules issued as part of the occupancy agreement?
2.2.1 Does the agent have a checklist and timetable for signing up residents?
126.96.36.199 Ask to see a copy of the sign-up checklist
188.8.131.52 Does the sign-up checklist include the Risk Assessment?
184.108.40.206 Does the sign-up checklist include the Occupancy agreement?
220.127.116.11 Does the sign-up checklist include details of advocate / legal representative?
18.104.22.168 Does the sign-up checklist include the Housing Benefit authorisation letter?
22.214.171.124 Does the sign-up checklist include the Housing Benefit and Council Tax application forms?
126.96.36.199 Does the sign-up checklist include the Tenancy start date for the DWP?
188.8.131.52 Does the sign-up checklist include the Keys acceptance form?
184.108.40.206 Does the sign-up checklist include the methods of rent payment?
220.127.116.11 Does the sign-up checklist include the detailed rent and service charge breakdown?
18.104.22.168 Does the sign-up checklist include the grounds for possession?
22.214.171.124 Does the sign-up checklist include the support charge policy, where relevant?
126.96.36.199 Does the sign-up checklist include the Welfare Benefits check and consent form?
188.8.131.52 Does the sign-up checklist include the CORE form?
184.108.40.206 Does the sign-up checklist include the next of kin form?
220.127.116.11 Does the sign-up checklist include the first support plan to be drawn up?
18.104.22.168 Does the sign-up checklist include the offer of translation services and information in alternative formats, where relevant?
22.214.171.124 Does the sign-up checklist include the registration with GP?
126.96.36.199 Does the sign-up checklist include the First Impressions form?
2.2.3 Does the agent give a handbook (including welcome pack) to residents?
188.8.131.52 Ask to see a copy of the handbook
184.108.40.206 Does the handbook include Scheme aims and objectives?
220.127.116.11 Does the handbook include terms of occupancy explained?
18.104.22.168 Does the handbook include Tenancy fraud measures (ie, obtaining housing or succeeding to tenancies by deception, unlawful subletting, key selling)?
22.214.171.124 Does the handbook include House Rules (including smoking, substance misuse)
126.96.36.199 Does the handbook include staffing and out of hour arrangements?
188.8.131.52 Does the handbook include staff contact details?
184.108.40.206 Does the handbook include emergency phone numbers?
2.2.4 .8 Does the handbook include repair and maintenance responsibilities and procedures?
220.127.116.11 Does the handbook include Health & Safety information?
18.104.22.168 Does the handbook include Fire Safety information, including soft furnishing standards?
22.214.171.124 Does the handbook include Fire procedures?
126.96.36.199 Does the handbook include Gas safety certificates?
188.8.131.52 Does the handbook include Electrical safety certificates?
184.108.40.206 Does the handbook include Energy Performance certificate?
220.127.116.11 Does the handbook include details of utility suppliers, if relevant?
18.104.22.168 Does the handbook include TV licence requirement?
22.214.171.124 Does the handbook include information on contents insurance?
126.96.36.199 Does the handbook include useful contacts?
188.8.131.52 Does the handbook include information on local areas?
184.108.40.206 Does the handbook include service standards?
220.127.116.11 Does the handbook include rent arrears policy and procedure?
18.104.22.168 Does the handbook include Safeguarding policy and procedure?
22.214.171.124 Does the handbook include ASB/harassment policy and procedure?
126.96.36.199 Does the handbook include confidentiality policy and procedure?
188.8.131.52 Does the handbook include consultation and participation policy and procedure?
184.108.40.206 Does the handbook include complaints policy and procedure?
220.127.116.11 Does the handbook include move on policy and procedure, if relevant
2.3.1 Are residents given regular rent statements?
18.104.22.168 Check a sample of residents’ files and frequency of rent statements
2.3.2 Are rent statements in an understandable and clear format?
22.214.171.124 If rent statements are not in an understandable and clear format, provide details
2.3.3 Where there is a Commissioner / Supporting People block subsidy contract, are residents given regular support charge statements?
Is this property a Registered Care Home?
2.3.4 Are rents as confirmed by RP?
126.96.36.199 Check sample of rent accounts
2.3.5 Has a correct letter been sent to the tenants for the last rent increase?
188.8.131.52 If the correct rent increase letter has not been sent to tenants, provide details
2.3.6 Is there a clear rent collection and arrears policy?
184.108.40.206 Check rent collection policy
2.3.8 How is the rent collection policy made available to residents and staff?
2.3.9 Does the rent collection policy include close liaison with Housing Benefit and Commissioners/SP Administering Authority?
2.4.1 What is the arrears target for the scheme?
220.127.116.11 Is the arrears target being met? (check SHiP Quarterly Performance Returns)
2.4.2 Is there regular reporting to Committee / senior management on rent collection performance?
18.104.22.168 How is rent collection performance reporting done?
Arrears should generally be within 10% for short-stay high turnover schemes and 5% for long stay low turnover schemes. Arrears may be higher for schemes with a high turnover of residents
2.4.3 Are the current arrears reasonable and acceptable for the type of scheme?
2.4.4 Is there a procedure for former residents’ arrears?
22.214.171.124 Check procedure for former residents’ arrears
2.4.5 Is there a procedure for collecting bad debts?
126.96.36.199 Check the procedure for collecting bad debts
2.4.6 Is there a procedure for writing off bad debts?
188.8.131.52 Check the procedure for writing off bad debts
2.3.10 Are residents provided with a detailed breakdown of their HB eligible and HB ineligible service charges?
184.108.40.206 Check resident's files for HB eligible and HB ineligible service charges
2.3.11 Does the information provided enable residents to understand how their service charges are made up?
2.3.12 Are the charges based on actual costs / realistic forecasts?
2.3.13 Are residents given regular service charge statements?
220.127.116.11 Check a sample of residents’ service charge statements
2.3.14 Has the service charge been agreed by the RP?
2.3.15 Are service charges fixed or variable?
2.3.16 For variable service charges, are residents given a detailed annual breakdown of service charges statement?
18.104.22.168 Check what is stated in the tenancy about service charges
22.214.171.124 Check copy of service charge breakdown sent to residents. This is a requirement
2.3.17 Are personal charges clearly set out for residents?
126.96.36.199 Check a copy of the personal service charge breakdown
2.3.18 Do the service charges reflect the services being provided by the agent?
188.8.131.52 If communal cleaning is included, is the scheme kept clean?
2.3.19 For each scheme managed, is the agent building up a furniture and furnishing fund to renew / replace items?
184.108.40.206 If the agent is not building up a furniture and furnishing fund, what provision is there for renewals/replacements?
2.3.20 Do occupancy agreements make clear where responsibility lies for Council Tax payments to the local authority?
2.3.21 Where the managing agent is responsible for collecting and making Council Tax payments on behalf of the landlord, is there evidence that payments are being made?
3.1.1 Is there a clear referral and allocations policy and procedure?
220.127.116.11 Check the referral and allocations policy and procedure
3.1.2 Are the scheme’s aims and objectives, eligibility criteria and referral process publicised to applicants and referral agencies?
3.1.3 Are there any exclusion criteria for the scheme?
18.104.22.168 Check exclusion criteria are reasonable and lawful. Exclusion criteria should not unlawfully discriminate against particular individuals or groups. Each application should be judged on its own merit. The Equality Act protected characteristics. - age - disability - gender reassignment - marriage or civil partnership - pregnancy and maternity - race - religion or belief - sex - sexual orientation
3.1.4 Are there clear timescales for each stage of the referral process?
3.1.5 Does the policy link into Supporting People contracts or other funding / commissioning contracts?
22.214.171.124 Check the referral criteria meet the aims of the scheme
3.1.6 Are risk and support assessments carried out as part of the referral process?
3.1.7 Does the referral and allocations policy include an appeals process?
3.1.8 Does the agent require evidence of immigration status for each letting?
126.96.36.199 Check a sample of residents’ files for risk and support assessments and immigration status.
3.1.9 Are referrals and allocations monitored to ensure fair and equal access to the scheme?
3.1.10 Are lettings performance targets set?
Are lettings performance targets met?
3.1.11 How does the agent ensure CORE forms are completed and submitted for each letting?
188.8.131.52 Check CORE forms against the Lettings page of SHiP’s Quarterly Performance Return
3.1.12 Is a copy of the CORE form placed on residents’ files?
184.108.40.206 Advise agent that it is a requirement to keep a copy of the CORE form in residents' files.
3.1.13 Is there regular reporting on referrals and lettings to senior management / Committee?
220.127.116.11 How is reporting on referrals and lettings to senior management / Committee done?
3.1.14 Are regular comparisons made between lettings and relevant data to ensure that lettings to BME applicants are proportionate?
3.2.1 What is the voids target for the scheme?
18.104.22.168 Check the void target is within the RP’s void allowance
3.2.2 Is the void target being met?
22.214.171.124 Check SHiP Quarterly Performance Returns / annual accounts
3.2.3 Are void levels reasonable for the scheme?
126.96.36.199 If voids are high, provide reasons and actions taken.
3.2.4 Is there regular reporting to Committee / senior management on voids performance?
188.8.131.52 How is reporting to Committee / senior management on voids performance done?
4.1.1 Does the agent have clear policies and procedures on tackling breaches of occupancy and taking formal possession proceedings?
184.108.40.206 Check the policies and procedures (abandonment, arrears, ASB, harassment, breaches of occupancy agreement, drug use, issuing notices, instigating court action and eviction)
4.1.2 Are the policies clear that repossession is treated as a last resort?
4.1.3 Is the use of advocates promoted, where relevant?
4.1.4 Do the procedures include internal controls for the authorisation of any legal action?
4.1.5 Is decision making being taken at an appropriate level?
4.1.6 Do the policies and procedures reflect the requirement that the managing agent seeks approval from the owning RP at appropriate stages when taking legal action?
4.2.1 Has the agent followed the RP’s procedure on serving notices?
220.127.116.11 Check a sample of notices served
18.104.22.168 Cross reference notices served with SHiP Quarterly Performance Returns
4.2.2 Has the managing agent issued the correct form of legal Notice?
4.2.3 Have the notices been accurately completed and issued?
4.2.4 Did an appropriate senior officer sign the notices?
4.2.5 Was each notice served with a covering letter?
4.3.1 Have all court actions and requests for eviction been authorised by the RP?
22.214.171.124 Check a sample of court action cases
4.3.2 Have all court actions and evictions been carried out in accordance with RP / agent policies and procedures?
4.3.3 Did an appropriate senior manager/Committee member authorise the eviction?
4.4.1 Does the managing agent have clear policies and procedures for terminating occupancy agreements for the following reasons:
126.96.36.199 Death policy and procedures?
188.8.131.52 Hospitalisation policy and procedures?
184.108.40.206 Imprisonment policy and procedures?
4.4.3 In the above circumstances, are the policies / procedures being followed?
4.4.2 Do the policies / procedures include a requirement that authorisation is given by a senior manager / Committee member?
220.127.116.11 Check a sample of relevant cases (Death / Hospitalisation / Imprisonment)
4.4.3 Does the managing agent have a policy and procedure on relinquishment
18.104.22.168 Ask to see a copy of the policy and procedure on relinquishment
5.1.1 Is there a policy and procedure to deal with ASB and nuisance?
22.214.171.124 Check the ASB policy
5.1.2 Do timescales and categories in the ASB policy reflect those of the RP?
5.1.3 Has the agent dealt with any incidents of ASB or nuisance under the terms of the policy?
126.96.36.199 Check the agent’s ASB records
5.1.4 Are there guidelines for staff on what to do in the event of violent behaviour?
188.8.131.52 Is restraint permitted or not?
5.2.1 Is there a policy and procedure to deal with racial, sexual and other forms of harassment?
184.108.40.206 Check the harassment policy
5.2.2 Has the agent dealt with any complaints of harassment under the terms of the policy?
220.127.116.11 Check the agent’s harassment records
5.2.3 Do any people found to be perpetrators of harassment still live or work at the scheme?
5.3.1 Is there a policy and procedure for dealing with safeguarding of vulnerable adults?
18.104.22.168 Check the safeguarding of vulnerable adult policy
5.3.2 If applicable, is there a policy and procedure for dealing with safeguarding children?
22.214.171.124 Check the safeguarding children policy
5.3.3 Has the agent dealt with any incidents of abuse or neglect under the terms of either policy?
126.96.36.199 Check the agent’s safeguarding case records
5.3.4 Are there any such incidents that are still being investigated?
188.8.131.52 How is the agent responding to safeguarding issues?
6.1.1 Is there a complaints policy and procedure?
184.108.40.206 Check the complaints policy
6.1.2 Is the complaints procedure easy to follow, without too many stages?
6.1.3 Where a resident has communication difficulties is the complaints procedure available in an appropriate format?
6.1.4 Does the policy and procedure include the right to take complaints about housing management issues to the RP at the appropriate stage?
6.1.5 Does the policy and procedure include the right to take complaints to a designated person (MP, councillor or a recognised tenant panel) and the Housing Ombudsman Service at the appropriate stages?
6.1.6 Are complaints recorded and proper procedures followed?
220.127.116.11 Check the complaints log
18.104.22.168 Check a sample of complaints
6.1.7 Are there any complaints currently outstanding?
22.214.171.124 If yes, check the details of the complaint
6.1.8 How are complaints reported to senior management and Committee?
6.1.9 How are complaints used to improve services?
6.2.1 Is there a clear strategy for consulting with and gathering feedback from residents, carers and advocates?
126.96.36.199 Check the feedback strategy
6.2.2 What methods are used to obtain feedback?
6.2.3 What evidence is there that residents are satisfied with their support and housing?
188.8.131.52 Check feedback / satisfaction records
6.2.4 What evidence is there that BME residents are satisfied with their support and housing?
184.108.40.206 Check feedback / satisfaction records for BME residents
6.2.6 How were the results of the survey and other methods of obtaining feedback used to improve services?
6.3.1 Is there a clear strategy / policy on resident involvement, which provides residents (and their carers / advocates) with a range of opportunities to participate in the management of their home and community?
220.127.116.11 Check the resident involvement strategy / policy
6.3.2 Have residents been consulted on how they would like to be involved?
6.3.3 How does the managing agent resource resident involvement?
6.3.4 How does the managing agent monitor and review resident involvement?
6.3.5 What methods are used to promote resident involvement?
6.3.6 How are residents supported to obtain the knowledge and skills to become involved?
6.3.7 Are residents involved in setting service standards?
18.104.22.168 Check how residents are involved in setting service standards
6.3.8 Is information about services available in a range of languages and formats appropriate to residents’ needs?
22.214.171.124 Check the procedure for providing information in various languages / formats
6.3.9 Is there an Equality & Diversity action plan in place?
126.96.36.199 Ask to see a copy of the Equality & Diversity action plan
188.8.131.52 Does the Equality & Diversity action plan include an impact assessment of resident involvement?
7.1.1 Is there a policy and procedure for move-on?
184.108.40.206 Check the move-on policy
7.1.2 Are residents provided with clear and relevant advice about their move-on options at sign-up or shortly after?
7.1.3 What is the process for selecting and nominating residents for move-on?
220.127.116.11 Check how move-on decisions are made
7.2.1 What is the expected length of stay?
7.2.2 Are length of stay targets being met?
7.3.1 Are there any problems obtaining move on accommodation for residents?
7.3.2 Are any move-on options other than social housing available to residents?
7.3.3 Are residents expected to accept private rented accommodation?
18.104.22.168 Check the procedure for assisting residents to identify suitable private rented accommodation
7.4.1 Does the managing agent offer support following resettlement to move-on accommodation?
22.214.171.124 If not, does it provide information on how support from other organisations can be accessed?
126.96.36.199 Ask for details of how support from other organisations can be accessed
Ask for details of support provided following move-on