Our services

We offer a tailored, high quality, value for money service working in partnership with you to ensure that you are supported and confident in managing the community you live in.

• We provide free CCH membership giving access to a wealth of bespoke training and sector information and training
• We can attend a number of agreed meetings and the AGM
• We provide detailed management reports that cover accountancy, maintenance and arrears

We offer housing management services to our clients including, tenancy management. This covers a wide range of services to help guide you through the different legislation and responsibilities of being a landlord. We offer a friendly and approachable service acting as a dedicated point of contact for all enquiries.

• Administration of the Tenant database
• Advice and Assistance on the rights and responsibilities of landlords and tenants
• Advice on change of tenancy – Assignments, Successions, joint tenancy
• Advice on enforcement of ASB breaches of tenancy
• Advice on general breaches of tenancy
• Liaison with other agencies including the Local Authority, Council Tax and Social Services for aids and adaptations
• Administer responsible estate environment
• Investigation and Administration of complaints

Our lettings service provides Co-ops with peace of mind that the waiting list is maintained, all relevant documents are provided, all the checks are carried out and a property is let out as soon as possible.

• We are a point of contact for general enquiries
• Administer the waiting list of applications for housing, transfers and mutual exchanges.
• We place adverts
• Carry out accompanied viewings and interviews
• Provide assistance when allocating applicants
• Make formal offers of tenancy to successful applicants
• Notifying unsuccessful applicants of their rejection and the reasons for it.
• Collate tenancy pack and share certificates for signature.
• Organise tenancy sign-ups for new tenants
• Collecting the first month’s rent in advance and member share money

Rental income is the only source of finance for Co-operatives and is used to meet the costs of your financial commitments and managing and maintaining your stock. Adopting good practice in the management of rent collection can help promote responsible tenants and avoid or reduce arrears. We have been managing Co-operatives since 1975 and this experience has given us comprehensive knowledge and approach in offering a service that encompass both public and private tenants.

• We act as address for service of notices on behalf of the Landlord.
• We are a point of contact for general enquiries
• We receive and record all rent payments.
• Provide quarterly rent statements
• Regularly reconcile rent due and rent received
• Liaison with HB and DWP

Rent arrears are a major issue for tenants and Co-operatives have a responsibility to prevent tenants from accumulating arrears that may trap them within a cycle of poverty or lead to their eviction. Effective rent arrears control and recovery is critical as it ensures that the Co-operative’s income is maximised and tenant’s receive the best possible services often in their own very difficult circumstances.

• We provide advice on the level of arrears and options available
• We work with residents to help manage their income and expenditure
• We assist with the collation and investigation of arrears
• Managing accounts in arrears, including negotiating solutions and repayments plans both over the phone and in person by carrying out home visits
• Serving agreed appropriate notices
• Where necessary attending court carrying out enforcement through agreed possession action
• Attend Bailiffs Warrant to ensure recovery of the property.

Financial management and accountancy is a fundamental aspect of ensuring the long-term viability and sustainability of an organisation. We endeavour to provide an accurate, timely service through recording of transactions and providing reports on income, expenditure and forecasts to assist in the day to day management as well as addressing future challenges or opportunities.

• Managing bank accounts and transactions
• Keeping a record of all receipts and payments and reconciling them.
• Paying invoices for authorised expenditure.
• Providing Management accounts
• Preparing quarterly revenue accounts and budget comparisons.
• Preparing the Annual Accounts and Balance Sheet.
• Preparing Financial Statements
• Preparing and submitting the Annual Return (form AR30
• Paying premiums and updating insurance policies.
• Preparing Budgets
• Ensuring you are able to set your rent levels annually in line with the current rent regime

• We can act as your Registered office for Companies House, to receive statutory mail and legal notices from HMRC and other public bodies, as well as residents.
• We complete regulatory forms for you to the FCA and HCA
• We provide data reports on finances and property matters so you are well informed
• We are always available to discuss matters or deal with general enquiries

We aim to provide a responsive and effective repairs service both in and out of office hours, which gives you peace of mind and keeps your housing stock in good condition.

• We provide an Emergency Out of hours Service for all residents
• We are a point of contact for all repairs enquiries receiving and diagnosing maintenance reports and requests.
• We raise monitor and complete repairs requests
• We have a preferred contractors list that ensures value for money
• We manger our contractors and carry out post work satisfaction surveys

Re-letting empty properties is a core function for housing providers. Our Void management service helps bring the property back into use as quickly as possible. This ensures the Cooperative is maximising revenue, ensuring value for money and making use of its social assets.

• We are a point of contact for all void management enquiries.
• We carry out inspections to specify the level of work needed and after to ensure the works have been completed to a satisfactory standard.
• Void management and processing

By law, under the Gas Safety (Installation and Use) Regulations 1998, it is the Landlord’s responsibility to get a Gas Safety Certificate every twelve months, from a Gas Safe Registered engineer for all pipe work, gas appliances and flues installed at your property.

• We will contact all of the residents to gain access to check the gas appliances
• We will keep a record of the safety inspection for two years, and give a copy to all of your tenants within 28 days of the inspection.
• If the tenants change, we will provide them with a copy of the Gas Safety Certificate before they move in.

We are committed to helping Co-ops build a safe and secure environment for the community to live in. We contribute to this vision by providing and managing the physical environment where people live.

• We can carry out Estate inspections
• We can assist with the management of existing Estate Service Contracts
• We can help organise consultation with tenants
• Advice and Support on the tendering of contracts
• Advice and Support on specific estate concerns
• Management of Estate utilities
• Management of ancillary services

We will:

• Strive to be reliable, fair and to act with integrity
• Communicate clearly and politely
• Respect your personal data and privacy
• Offer you the opportunity to leave a message if we are not immediately available
• Make it easy for you to complain about any aspect of our service
• Act reasonably in trying to respond to any special requirements you may need

We always want to know if you are unhappy about any aspect of our service.  We can take your complaint by phone, email, letter, in person or through our website. We will:

• Acknowledge your complaint in writing within 3 working days
• Confirm who is responsible for responding to your complaint
• Respond to your complaint in writing within 10 working days
• Clarify when any issues arising from your complaint will be resolved
• Tell you how/whether you can escalate or appeal our decision at each stage

We will:

• Answer the phone within 3 rings
• Reply to all enquiries by post, email or phone within 3 working days (including the day on which we receive the enquiry)
• Either respond in full to your request or query or let you know the date by which we will be able to do so

If we provide repairs for your co-op we will:

• Provide a 24/7 service for reporting emergency repairs, 365 days a year
• Offer a facility to report non-emergency repairs through our website at any time
• Make safe any emergency repairs within 24 hours
• Aim to complete any urgent repair within 7 days
• Aim to complete all other repairs, including follow up repairs, within 28 days
• Make an appointment for all non-emergency repairs
• Carry out a gas safety check on your property each year (where applicable)
• Make sure your home meets the decent homes standard