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DIARY OF A TENANT ASSESSOR

Firstly I visited the Inspection Team at Highlander House to plan my input into this inspection. On consultation with the team, I decided to look at Estate Management with the inspector concerned. Arrangements for my stay and transport were arranged by the team.

I also accepted an invitation to attend the landlord’s Tenants Conference, which I found invaluable in getting the views of tenants and their tenant representatives.

I received an information pack on the landlord to familiarise myself with their housing stock and administration to help me on site.

At the Tenants Conference (organised fully by tenants), I had the opportunity to speak both to tenants and their representatives. The tenants had organised presentations and workshops given by staff covering planned maintenance anti social behaviour and estate caretakers. I found the workshops and discussions very informative and relevant to my forthcoming site visit. It also put some flesh on the bones of my preparatory reading. It was good to speak to tenants on their views on services before going on to look at estate management and also to speak to staff. It was also important to speak to tenants who are part of groups and directly involved with their landlord. As a tenant myself I found this experience both informative and enlightening.

My second day on-site complemented this as I visited two area offices. I also visited a young mum with her baby in a bed and breakfast.

At one office, we were introduced to staff before being shown around the estates by the manager, who we interviewed regarding various aspects of planning and maintenance. He also pointed out areas where tenant projects had been carried out and others where there was a local initiative to address some problems bringing the community together. These were all very interesting and highlighted the way tenants and others could work together.

We moved on to another office in the afternoon, where we also met the manager and his staff. They were all very welcoming and helpful. We visited several estates to assess their condition before attending a staff meeting. All the staff in the open-plan office attended and openly discussed their work and concerns, some of which was regarding the support available to frail and vulnerable tenants. We also interviewed them on the practices carried out by the estate caretakers and what the main concerns for tenants were and how they responded to them. I found a good working relationship between all staff and also an openness to listen to us when we made comments.

After leaving the housing office I had a discussion with the Inspector that I was working with to report on my views of the days’ events to pass on to the others in the team.

As a Tenant Assessor I feel that it has been a privilege to have had an opportunity to listen to both staff and tenants and also help improve services for tenants and assist in the inspection process.


A day in the life of a Tenant Assessor

Tenant Assessors are volunteers who work alongside the Inspection Team from the Scottish Housing Regulator. We review and comment on various literature and services provided by Landlords throughout Scotland, and, as Tenants, are able to bring a service users perspective to the inspection process.

I was recently involved in the inspection of a Landlord and was tasked to review and comment on literature provided to tenants and to look at the standard of various estates and some properties following empty house repairs.

I reviewed their Allocations Policy, Handbook, Newsletter and Repairs Booklet. Amongst other things, I was looking to see if the documents were written in plain English, if they were easy to read, if they were available in other formats such as large print or different languages, if further information was available and where this could be accessed.

With the empty houses, are these repaired to a reasonable re- letting standard? Are decorating allowances provided to tenants where properties require some decorating? Are the gas and electrics fully inspected and functioning?

The Scottish Housing Regulator provides regular training for all Tenant Assessors and the inspection team are always available and willing to answer any questions that we might have.

Professor Lorne Crerar highlighted the involvement of tenants in the inspection process as positive practice in a recent report on Regulation. Whilst we are not Regulatory professionals, we do provide the Inspectors with an invaluable insight into those services that are very much part of our everyday experience as Tenants.