Page 12 - AnnualReport_2016
P. 12
Chairperson’s Report
Honorary Treasurer’s Report
Property Management Update
Housing Management Update
Tenant Engagement and Communication

4 Housing Management Update

Rural Housing Association now manages 437 Rental Charges Complaints are received through a variety of
properties throughout rural Northern Ireland. methods including in person, by email, through
The table on previous page displays properties The Association’s Housing Stock is largely the RHA website, by telephone and by post.
by District Areas. Approximately 36% of our funded by rental income. As ever the There were four complaints recorded relating to
properties are two-bedroom, 59% is three Association is careful to ensure its rents on the the level of service from 01 April 2015 – 31 March
bedroom and 5% are 4 bedrooms plus. one hand are affordable for those who are on 2016 and none of the complaints had escalated
low incomes and on the other hand balance beyond Stage 1.
this with ensuring that the rents collected are
Our Target: Non-Technical suficient to cover the Association’s overheads
Arrears as % of total income DSD and repayment obligations to private funders. Of the 4 complaints received, I related to an
due from tenants. Target < 5% With these criteria in mind the Association environmental health issue and the remaining
3 were due to issues relating to maintenance
increased its rents by 2.95% for the 2015/16 year. and contractor performance. In all 4 cases, a
1.4.2015 to Non-Technical Target
31.3.2016 Arrears 3.71% Achieved Our Target – Housing Associations should satisfactory outcome was reached.
or £17,838 collect 98% of the total rent receivable for the Anti-Social Behaviour causes fear and anxiety
current inancial year in the community and this is an issue that Rural
A close working relationship with the Northern
Ireland Housing Executive is essential in Housing Association is fully committed to
addressing any Housing Beneit issues and this Results Previous tackling at every possible level. Rural Housing
is an important element of our day to day Our Target 2015.16 Year Results Associations policy for dealing with Anti-Social
operational work. Behaviour was adapted using DSD guidelines
Collect 98% of the total contained within the Housing Association Guide.
Technical Arrears as % of Total Technical Income rent receivable for the 100% 100%
current inancial year When dealing with Anti-Social Behaviour
Our Technical Debt stood at DSD Achieve Current Tenant complaints the Housing Management Team use
3.15% at 31.3.2016. Target < 1 arrear of 5% at year end 3.71% 3.14% the same targets that are used for processing
complaints. Each stage of the investigation
Voids Reduce Past Tenant 1.36% 0.42% process has a clear target of 5 working days
to send out acknowledgement letters and 15
Arrears/Write offs to < 2%
Homes within Rural’s stock may become empty Reduce the number of working days from date of receipt to provide a
either because they are awaiting repairs or tenants more than 13 0.74% 0.26% substantive response or resolution.
because they are waiting to be let. weeks in arrears to < 1% All complaints received are investigated

Our Target: Void Loss Target is 0.70% and where a problem can be identiied the
Association will try to remedy the situation and
1.4.2015 to Void losses for our Target Complaints Analysis take action to improve our service.
31.3.2016 re-lets, expressed as Achieved Complaints relating to standards of service
a percentage of rents at RHA are received and recorded under the
and service charges following key categories Maintenance, Finance,
receivable are 0.67%. Development, House Sales and Allocations.
Those complaints relating to Anti-Social
Void Loss in Financial Target Behaviour are recorded on a separate register
Terms £16,080 Achieved Rural Housing Association has a three stage
complaints process. Each stage of the
investigation process has a clear target of 5
working days to send out acknowledgement
letter and 15 working days from date of receipt
to provide a substantive response or resolution.

11 : annual report & accounts 2015-16 : rural housing association
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