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Access and Customer Care Policy Version 2 Approved 20 September 2023 -  Level 1 policy. Part of Fairhives Customer Care Framework

1. Introduction

1.1. Fairhive is committed to building strong and vibrant communities and is focussed on providing support to local people to help them to live healthy, rewarding and fulfilled lives.
1.2. We recognise the negative impact of poor housing and homelessness and aim to provide services which deliver decent homes, positive social outcomes and a great place to live.
1.3. We acknowledge the importance of ensuring services meet the needs of those individuals who are, or become vulnerable owing to age, illness, mental health etc. and will work with them to sustain their tenancies and continue to live independently in their own home, if this is what the individual desires and it is possible to do so.
1.4. By putting our residents at the heart of everything we do, we will offer a service tailored to meet the diverse requirements of our current and future residents
1.5. We will use customer insight and feedback to inform the development of customer focussed services enabling new and existing residents to have the flexibility to access our services when and how they want. . We will, periodically, conduct a resident census to better understand the needs and expectations of our residents.
1.6. The Government has a Digital by Default agenda whereby access to their services will be online only, this along with the benefits provided by online access make it vitally important that we encourage and support our residents in accessing digital services. To support this, we will ensure that we empower residents to communicate and transact with us in a wide range of ways, with a focus on providing high quality digital communication channels, enabling those who can, to self-serve, and allowing us to support those who are incapable of doing so.

2. Outline of Service

2.1. We will support residents and communities so that together we can work to meet their needs now and in the future.
2.2. We operate in areas of deprivation where there are poorer life chances, including poor education and health outcomes. We will therefore offer a range of diverse and flexible services as we recognise that many of the issues facing our residents cannot solely be solved through meeting a housing need. Examples include:

• Additional Housing Management Service supporting potentially vulnerable groups such as those with poor mental health
• Community engagement
• Digital and financial inclusion, employment and skills initiatives

2.3. We will work in partnership with others to help to support people in the right way and at the right time:

• Using a collaborative approach to meet housing needs strategically, to avoid placing people away from their family or local community
• Working in partnership with a variety of agencies
• Embedding our safeguarding policies for children, young people and adults

2.4. We work with a number of different communities, each with its own needs and unique characteristics. We will ensure that we consider all relevant groups in the delivery of our services. We will actively engage residents groups in the design and delivery of our services and we will ensure that we carry our equality impact assessments where appropriate.
2.5. We support diverse, vibrant and successful communities by delivering services that focus on the real needs and aspirations of our residents. We recognise that in order for this to be possible, services need to be accessible to meet the diverse needs of our residents.
2.6. Our approach sets out how we will:

• better understand residents’ needs
• increase choice and information for residents accessing our services

2.7. We will work towards the following outcomes to make services accessible:
Residents:

• can easily access our services in the ways that best suit them, whilst remaining economically viable and efficient for Fairhive
• receive information that is accessible, current, clear, easy to understand and jargon free,
• receive annual reports detailing how we are performing against agreed customer service commitments
• will be supported to help them sustain their tenancies and live independently
• influence and shape services to help drive continuous improvement
• be given the opportunity to provide feedback as to the extent of how accessible our services are.

Employees will:

• demonstrate a “can do” attitude
• provide an efficient and professional service
• resolve enquiries received at the first point of contact where possible
• be highly trained in customer care, equality and diversity and data protection
• be appropriately trained to recognise vulnerability
• work with residents and offer support and advice or signpost them to other agencies where appropriate to ensure they can continue to live in their property
• respect customers’ privacy and confidentiality

Details on what our Residents can expect from us are contained within our Customer Service Commitments publication, which is reviewed annually in partnership with members of the Residents Forum.
2.8. Highlights of our performance against the customer service commitment targets will be published to residents and monitored by the Residents Forum or a sub-group of it.
2.9. We will obtain and act upon customer feedback through a range of methods to enable residents to have a voice in shaping future services and are capable of effectively holding us to account.
2.10. We will report on this customer feedback to the Board and to the Regulator of Social Housing to ensure that residents are given the opportunity to give their opinion on the quality and accessibility of several areas of our service.

3. Implementation

3.1. The Head of Customer Support will hold the responsibility for the implementation of this policy.
3.2. Customer Service Commitments will be used, regularly reviewed and reported upon to ensure residents are fully aware of what they can expect.

4. Performance Measures

4.1. The level of service detailed in this policy will be measured through the agreed Customer Service Commitments across all service areas, along with the Tenant Satisfaction Measures (TSMs) published and periodically reviewed by the Regulator of Social Housing.
4.2. The Customer Service Commitments and our adherence with the TSMs will be measured quarterly and monitored by the Residents Forum. All feedback will be used to drive continuous improvement and highlights will be published in our Residents Newsletter.
4.3. To ensure our standards remain high and in line with the needs of our residents, our overall performance in the delivery of customer service will be annually assessed by ‘Customer Service Excellence’, and if our standards are high enough, accreditation will be awarded.

5. Review

5.1. This policy will be reviewed in line with our policy framework, usually every three years.

6. Impacts

Resident/Staff Implications - This policy has been developed with residents through the Residents Forum where they continually have the opportunity to influence how we provide our services and hold us to account where our performance is not as it should be.

Equality, Diversity & Inclusion - We are committed to promoting social inclusion by applying the principles of equality and diversity to everything we do.
We will ensure equality of opportunity across the full range of our activities, including both employment and service provision.
We adhere to the provisions set out in the Equality Act 2010.

Value for Money - Real efficiencies will be made by getting things right first time and by providing services in a way that is accessible to all who wish to make use of them.

Data Protection - n/a

Accountability - The policy was co-designed with the Residents Forum.

Quality - The policy puts customers at the heart of all we do and ensures that service design and delivery is led by the needs of our tenants. 

When things go wrong - Yes, our complaints policy is regularly reviewed and available to residents.

7. Related legislation and other documents:

• Equality and Diversity Policy

• Customer Service Commitments

• Value for Money Strategy

• Data Protection Policy

• Customer Care Framework

1.Introduction

1.1.   This policy outlines our approach to the keeping of pets by its residents where permissible. The policy should be read in conjunction with Fairhive’s Tenancy Agreement(s) and the ‘Pet Ownership Guidance for Fairhive Homes Limited. Residents’, which throughout this document will be referred to as ‘The Pet Guidance’.

1.2.  We recognise the benefits that responsible pet ownership can bring. Generally we will allow residents to keep pets where the property type is suitable, the Tenancy Agreement is complied with and the pet’s welfare will be assured. This will be processed on a case by case basis.

1.3.  The policy and ‘The Pet Guidance’ document outlines good practice in relation to responsible pet ownership and explain the controls in place to prevent irresponsible pet ownership, suffering to animals, nuisance to neighbours, the wider community and employees.

1.4.  Our Shared Owners and Leaseholders should make reference to their leases with regards to any specific covenants relating to pet ownership and responsibilities.

1.5.  We may take action against residents where there is a breach of tenancy such as residents allowing pets to cause nuisance or damage to the property.

1.6.  The policy complies with and supports the five welfare needs promoted by the   Royal Society for the Prevention of Cruelty to Animals   (RSPCA) and embedded in the Animal Welfare Act 2006. This Act states that all pet owners should ensure their animals: 

• have somewhere suitable to live.
• have a proper diet including fresh water.
• have the ability to express normal behaviour.
• are housed with or apart from, other animals.
• have protection from, and treatment of, illness or injury.

1.7.  Employees will be trained to identify and challenge poor pet ownership and promote responsible pet ownership by referring residents to the policy and ‘The Pet Guidance’.

2. Applicants for Housing

2.1.  Applicants for housing are asked, at tenancy sign up, if they intend to keep a pet and will be required to fill out a pet agreement form.

2.2.  At this stage our employee should refer to “The Pet Guidance”    

2.3.  Applicants for furnished tenancies are allowed to keep pets, however, as with other tenancy agreements managed by us, they may be charged for wear and tear to furnishing, fixtures and fittings.

2.4. Ap  plicants for independent living housing may be able to take their existing cat or dog with them but permission is currently scheme specific and will be granted on a case by case basis. Small caged animals are permitted.    

2.5.  There is a no pet policy at some of our properties currently at Cambourne Avenue, Gwendoline Buck Drive, Goldswain End (flatted blocks) and 4 Great Western Street.

2.6.  Assistance dogs are not pets and are therefore excluded from the main provisions of this policy. By assistance dogs, we mean dogs that have been trained specifically to assist people with a disability.

3. Pets which cannot  be kept

3.1.  All domestic pets will be allowed as per the Tenancy Agreement unless:

• There has been a history of animal nuisance or neglect, including animal hoarding.
• The tenant or a member of their household has an unspent conviction in relation to animal neglect and/or abuse.
• We are currently taking legal action against the tenant for rent arrears/ASB.

3.2.  We have taken the decision to allow residents to request permission to keep those breeds of dog prescribed under the Dangerous Dogs Act 1991, including “XL Bully’s” provided that all government guidance is followed and evidenced.    

3.3.  Should our employees have concerns or be made aware of concerns regarding the keeping of any dogs proscribed in the Dangerous Dogs Act 1991, we will follow government guidance and work closely with relevant enforcement agencies to ensure the safety of all employees and residents. 

3.4.  Non-domestic animals are not deemed suitable to keep in a residential property or garden. This includes, but is not limited to:

• Primates
• Ducks
• Cockerels
• Horses
• Wild animals including wild birds
• Farm animals (pigs, goats, cows, sheep etc.)  

3.5.  It is recommended that those residing in flats be allowed a maximum of two pets per household.  Those residing in houses be allowed a maximum of four pets per household.

4. Tenancy Agreements

4.1.  Our existing Tenancy Agreements provide information around pet permissions/ownership.  The updated Pet Policy should be followed by all tenants and will set out our stance to reflect up to date changes to legislation and pet ownership.    

4.2.  We set out the basic rules regarding the keeping of animals in its Tenancy Agreement(s) and ‘The Pet Guidance’.  Examples of these rules are:

• The resident must obtain permission before keeping any domestic pet. we will take into account the suitability of the property, the size of garden (if any) and the location. We do not expect you to apply permission to keep a small to medium sized fish tank (max 91 x 46 x 38cm) or small caged animal such as hamster or guinea pig, to a maximum of two cages.
• We may revoke permission if a nuisance is caused or it is considered that the number of animals is excessive for the size of the property.
• Pets must not cause nuisance to neighbours, employees and visitors this includes noise nuisance, fouling and animals which are allowed to stray.

4.3.  Residents will not be given permission to create a pond.

5. Responsible Pet Ownership

5.1.  We encourage residents to take sufficient time to consider the responsibilities and costs associated with having a pet before committing to one.     

5.2.  Pets must never be left unsupervised in any internal communal area. Pets (excluding cats) should also not be left unsupervised in any external communal areas, on pathways or our land.

5.3.  Dogs must remain supervised on leads whilst in any internal or external communal area.

5.4.  Any fouling should be removed immediately and the area cleaned. The grass may not be cut on our communal green areas if pet owners do not clean up after their animals.

6. Animal Related Nuisance

6.1.  A range of behaviours can cause a nuisance to neighbours, our Employees and contractors. We may take legal action against residents where there is a breach of tenancy for animal related nuisance. This includes, but is not limited to:

• Roaming and unattended animals.
• Pets fouling in communal areas and others gardens which are not cleared immediately.
• Excessive noise, for a prolonged period, such as a, for example dog barking.
• Over population of animals within a household.
• Unpleasant odours from pets.
• Damage to property (internally and externally)
• Aggressive animals.
• Excessive flea infestation, which adversely affects others is not dealt with promptly and efficiently.
• Breeding or kennelling animals in a property, as a business will require prior permission as per the tenancy agreement which is not suitable due to either its size or location.
• Encouraging, training or allowing a dog or any other animal to fight.
• Using animals (such as dogs) to threaten others.
• Causing injury to others through biting and anything else deemed a nuisance.

7. Cruelty To Pets And Other Animals

7.1.  We support the humane treatment of animals and will take swift and appropriate action, including contacting the RSPCA and Police, to prevent any further suffering. We expect that any residents who choose to have a pet will take responsibility for its care; this includes the expectation that none of the household will be cruel or neglectful towards their animals.

8. Pets Left In Empty Properties Or Otherwise Abandoned

8.1.  All reasonable efforts will be made to trace the owner however if the owner cannot be traced or refuses to collect the animal the RSPCA will be contacted. Contact may also be made to Cats Protection or the Dog Trust to accommodate the animal.

9. Installation Of Cat Or Dog Flap In The Property

9.1.  Permission will not be granted to install a cat or dog flap in any flat front door or communal door. If a cat or dog flap is fitted without our permission the resident will be recharged for the replacement and installation of the fire door.    

9.2.  Permission to install a cat or dog flap in our houses at the tenant’s own expense may be granted, following a request to the Neighbourhood Manager,/ Independent Living Scheme Coordinator. On leaving the property all residents must ‘make good’ to our satisfaction by replacing the panel or the door where a cat or dog flap has been fitted. 

10. Micro-chipping

10.1.  We require all tenants to microchip their dog(s) in line with The Microchipping of Dogs (England) Regulations 2015 –as of 10^th June 2024 all cats must be microchipped by law (by the age of 20 weeks old). The database/s must have current details of the dog/cat owner, including name, address and contact number. 

11. Monitoring

11.1.  All permissions to keep a pet will be recorded on the relevant IT systems by our Neighbourhood Managers and Independent Living Scheme Coordinators. The Neighbourhood Team Leader and Independent Living Team Manager will ensure the correct procedures are followed in a timely manner and in line with this policy by regularly checking any workflows and during discussions, involving any complex cases.    

11.2.   Complaints relating to animal nuisance are recorded within our ASB data which  is reported annually to the Board.

12. Period Of Review 

12.1.  This policy will be reviewed in line with the associated framework document in an agreed review programme currently every three years unless:

• There are significant changes to legislation or regulation;
• There are found to be deficiencies or failures in this policy, as a result of findings from audits, regulation or feedback from customer and stakeholders.

12.2.  Complaints relating to animal nuisance are recorded within our ASB data which is reported annually to the Board. 

13. Impacts

Resident/Staff Implications —

All relevant employees will be fully trained and be aware of all updates and changes to legislation and regulation.

Residents will be kept up to date with any changes made to this policy via the Resident Forum and a copy of this policy will be available on request.

Equality, Diversity & Inclusion —

This policy will conform to all Equality and Diversity legislation and requirements set out by the Group’s Equality and Diversity Policy.

Assistance dogs are not pets and are therefore excluded from the main provisions of this policy. By assistance dogs, we mean dogs that have been trained specifically to assist people with a disability.

Residents are still responsible for the behaviour of their assistance dogs and they are subject to the same rules and stipulations as a regular household pet.

Value for Money — 

The Pet Policy and ‘The Pet Guidance’ provides advice and guidance to residents on how they can address a problem relating to either their pet or someone else’s. It is intended that this advice will reduce the number of cases relating to pet nuisance being reported to us and in turn the number of hours the Neighbourhood Managers/Independent Living Coordinators spend on resolving reports of animal nuisance.

Data Protection — 

All due care is taken to protect data held by us and in particular, we ensure we keep all resident data secure and meet with our data protection requirements.

Accountability — 

The Neighbourhood Team Leaders and the Independent Living Team Manager are responsible for the implementation and monitoring of this policy.

Day to day adherence to the policy and its enforcement will be through the Neighbourhood Services Team and Independent Living Team.

Quality — 

We seek to ensure that our residents are safe in their homes by supporting the provision of well-maintained homes which are in line with legislative and regulatory requirements.

When things go wrong — 

Residents can communicate concerns through our formal channels.

A decision made by us to allow a resident to keep or not keep a pet will always be confirmed in writing and placed on the property file. Where a resident wishes to appeal a decision they must follow our Appeals Procedure.

14. Related Documents

Animal Welfare Act 2006

Dangerous Dogs Act 1991

The Microchipping of Dogs (England) Regulations 2015

The Tenancy Agreement — Please refer to individual Tenancy Agreement