General Notes to Using the Tenancy & Estate Management Standards61

Authorities using this template output specification should note the following:

•  Rent collection is not included within these standards.  Rent collection is wholly the responsibility and risk of the Contractor on non-HRA schemes.  On HRA schemes, the general approach adopted is managed via the Payment Mechanism, whereby a rent collection target (which may or may not also include arrears) is set and to the extent that this is not achieved, the Contractor is deducted sums from the Unitary Charge to make up any shortfall.

•  The following KPIs are drafted with non-HRA schemes in mind, as the majority of Extra Care schemes fall into this category. On HRA schemes, the Authority may wish to enhance the KPIs to reflect the greater influence they may want to retain as landlord.  There are some areas where Authorities may wish to review the level of service monitoring it imposes, for example:

o  Tenancy management;

o  Voids (turnaround times, etc.)

•  Some services may not be included within the project and as such should be deleted.  These include:

o  Leaseholder Services (if no prospect of leaseholders being involved)

•  The performance standards in this Annex represent a general standard derived from previous HRA and non-HRA schemes.  The Authority should review these for appropriateness in their individual scheme, having regard to issues such as:

o  Current performance, and that of peers;

o  Geographical spread of units;

o  Level of incidence against each KPI - low incidence items should be calibrated to prevent overly punitive deductions (for example: if a service has 4 incidences per month, and the MTL is set at 80%, then a single failure in that month would lose the entire value of that service as a single failure would result in a 75% performance).

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61  This page is guidance only for Authorities and should be deleted prior to issue.