Assisted Services Policy

1. Purpose

1.1 This policy sets out mhs homes approach to delivering its discretionary assisted services provision. This service provides support with maintaining gardens and internal decoration.

1.2 This policy applies to mhs homes and Heart of Medway Housing Association and stock managed for Clarion Housing.

1.3 The term ‘mhs homes’, ‘we’, ‘our’ and ‘us’ relates to the above organisations unless otherwise stated.

1.4 mhs homes are committed to helping its customer sustain their tenancies and where there are constraints on the number of customers this service can support. We will prioritise customers who we judge will being able to sustain their tenancy only with the support of this service.

1.5 We’ll process applications with sensitively and compassion.

2. Who does this affect? 

2.1 This policy applies to customers who live in our social housing stock, with the following account types;

• Starter
• Assured
• Protected
• Fixed Term (Clarion only)

2.2 This policy does not apply to the following account types;

• Shared Ownership
• Market Rent (Living)
• Leaseholders
• Freeholders
• Licences

3. Qualifying Criteria

3.1 Each applicant will be required to complete an application form online or over the phone, to allow us to assess eligibility.

3.2 To qualify there must be nobody under the age of 65 living at the property, who could be reasonably expected to do the work. To be excluded from doing the work, occupants should be in receipt of DLA/Incapacity benefit or Attendance allowance.

3.3 If there is nobody who could be expected to do the work (3.2), then one or more of the following criteria must be met

• All tenants and occupants are over 65
• One or more tenant is disabled
• Benefit is being paid such as DLA/Incapacity benefit/Attendance allowance/Personal Independence Payment.

In addition, the application must meet these additional criteria

3.4 Rent - customers must have and maintain a clear rent account or be in a repayment agreement which is being kept to. Customers who fail to maintain an agreement or fall into arrears, will be suspended from the scheme.

3.5 Anti-Social Behaviour – customers must not have any current cases, where legal action has commenced. If legal action for Anti-Social Behaviour, subsequently commences, customers will be suspended for the scheme.

3.6 Tenancy Breach – customers must not have been served a Notice Seeking Possession, Notice to Quit or Section 21, within the last 12 months. Where notices were served due to rent arrears and the arrears have been cleared, then 12-month rule will not apply.

3.7 Customers who do not qualify at this time, may reapply after 30 days for reconsideration.

4. Funding

4.1 Each financial year we will make provision to deliver this service. This budget is limited and will not be extended. Therefore, there will be a maximum number of gardens and rooms we can maintain.

4.2 The service is provided on a first come first served basis. Customer will remain on the gardening service for 3 years, before their eligibility will be reviewed. Room redecoration will require reapplication each time the service is required.

4.3 If, due to limited budget, we are unable to carry out a one-off project to allow acceptance onto the scheme, the customer will be treated as priority in the next financial year.

5. Gardens

5.1 The work carried out under this service is basic grass cutting and hedge cutting.

5.2 This will be carried out once a month during the growing season, normally March to November, with hedges and shrubs being trimmed generally twice a year.

5.3 Grass is cut with a rotary mower or strimmer with the grass cuttings left on the ground, we do not offer a collection service. Paths will be swept or blown clean of cuttings onto the adjacent grassed areas.

5.4 Where gardens are particularly large, we may agree with the customer to maintain a limited area sufficient for the tenant’s comfort and enjoyment.

6. Internal Decoration

6.1 Redecoration work will only be carried out where we consider it necessary.

6.2 Work will not be carried out under this policy due to minor damage caused by repairs or improvement such as boiler installations.

6.3 Where a property is under occupied (more bedroom than the household currently needs), then only those rooms in regular use will be redecorated.

6.4 We will decorate one room per property, per year. Redecoration of that room will normally be carried out no more than once every ten years.

6.5 Staff will use their discretion where there are special circumstances.

6.6 Applications will normally be considered in date order. Where we have more applications then capacity, customers maybe held on a waiting list. In instances where our goal of sustaining an individual’s tenancy is best achieved through this process, priority maybe awarded.

6.7 The tenancy conditions require tenants to maintain internal decorations in a reasonable condition. mhs homes reserves the right to refuse to carry out the work or to recharge the cost of bringing the decorations up to a reasonable standard, if the condition of the property has been allowed to deteriorate, below the standard a person could reasonably be expected to meet.

7. Equality Statement

This policy applies to all Starter, Assured, Protected and Fixed Term tenancies within our social rent stock issued for home owned or managed by mhs homes. mhs homes wants to make sure that no person receives less favourable treatment from the organisation on the grounds of age, disability, gender reassignment, marriage, civil partnership, pregnancy, religion or belief, race, sex or sexual orientation.

This policy will be reviewed in five years’ time or earlier if required by legislation, new significant guidance or in response to specific incidents.

Policy updated: 07/10/2024