Lettable standard

The Housing Standard’s Lettable Standard sets out how we will inspect an empty council home, the relationship between the service teams, that is voids, safety, retrofit and improvements to ensure that all necessary work identified will be undertaken prior to signing off the property as ‘Ready to Let’ and handing over to colleagues within the Housing Management/Allocations teams.

All empty homes will have safety checks undertaken in relation to their heating and electric system, together with asbestos surveys.

We want our residents to be happy in their homes, with a home that provides comfort, warmth, safety, security and good quality fittings and fixtures.

Health and safety is a top priority for us. As such we embed it into the way we deliver our service - with an expectation that all who deliver on our behalf will work safely, remain aware of risks, and will report incidents and concerns promptly.

We are committed to delivering excellent customer service and fostering a culture of continuous improvement.

In terms of our Lettable Standard this means we will:

comply with all our legal and contractual obligations, and regulatory standards including the relevant consumer standards
hold ourselves accountable by monitoring and reporting our performance
measure ourselves against other customer centred organisations within the housing sector using Housemark as a performance monitoring tool
provide a reliable and accessible service that meets our residents’ expectations
consistently deliver high-quality work that represents value for money

Legislation and regulation

We will comply with all relevant legislation and regulatory requirements.

This legislation includes but is not limited to:

The Landlord and Tenant Act 1985 section 9A requires all homes let are fit for habitation
The Housing Act 2004 states that properties must be free from hazards at the most dangerous category 1 level as assessed using the Housing Health and Safety Rating System
Housing Health and Safety Rating System is a risk-based evaluation tool. This includes mould and all types of dampness. ‘Category 1’ level means that the occupier of or visitor to the property may require some form of medical attention over the course of a year
Decent Homes Standard 2006 - social housing must be free of Category 1 hazards and should be in a reasonable state of repair and provide a reasonable degree of thermal comfort. Either disrepair or inadequate thermal comfort or both may result in damp and mould
Control of Asbestos Regulations 2012 informs how we and our contractors will deal with asbestos, including the removal and disposal
Homes (Fitness for Human Habitation) Act 2018 requires that properties are free from hazards, including damp and mould, which are so serious that the dwelling is not reasonably suitable for occupation in that condition. The current occupation may be taken into consideration when determining whether the property is suitable
General Data Protection Regulation (GDPR) 2018 and the Data Protection Act 2018 provides instruction to councils over the way they will use personal information, including storage of data, retention periods, sharing data, using data for the purpose it was intended, and the production and availability to customers of a Privacy Notice to provide more detailed information
The Fire Safety (England) Regulations 2022 requires that landlords of properties with shared/communal areas undertake fire safety measures. This includes annual fire safety risk assessments, annual fire safety advice to existing tenants and new tenants to be provided with fire safety advice at the commencement of their tenancy
Social Housing (Regulation Act) 2023 - powers to set time limits for social landlords to address hazards such as damp and mould (‘Awaab’s law’). Anticipated to come into effect later in 2024 with proposed amendments to the Landlord and Tenant Act 1985
Consumer Standards (Safety and Quality) is a set of standards that social housing providers must meet to ensure homes are safe, comfortable, and well maintained
Tenant Satisfaction Measures - included within the Social Housing
(Regulation Act) 2024 are 22 mandatory Tenant Satisfaction Measures creating a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services. These measures include both tenant perception surveys and building safety. The Tenant Satisfaction Measures relevant to the Lettable Standard are:
- TP02 - Satisfaction with repairs
- TP04 - Satisfaction that the home is well maintained
- TP05 - Satisfaction that the home is safe
- TP10 - Satisfaction that the landlord keeps communal areas clean and well maintained

Purpose and outcomes

The Housing Standards, Lettable Standard will ensure all properties released for allocation will be:

safe
secure
clean
energy efficient - reaching a minimum Energy Performance Certificate level of C

Assessing the property

All empty council properties will have a Void Property Survey undertaken, and a combined Stock Condition/Housing Health and Safety Rating System Survey to ensure that no Category 1 or 2 risks are evident, together with an Energy Performance Assessment.

The combined surveys/assessments will identify the level of work required to the property to achieve the Lettable Standard. The work identified will inform if the void property work is to be undertaken by the in-house void team with specialist contractors undertaking the safety checks, or if the work to the property is such that the work will be managed through our retrofit program.

For those properties that are managed via our retrofit program the work undertaken will be applied from the outside in, allowing for the fabric of the property to be assessed with any issues addressed. This will, if required allow for an appropriately specified heat source to be installed based on the property's construction and where possible the incoming tenants needs, offering an affordable heating solution. Utilities such as gas, electric and water will be assessed and upgraded dependant on the measures being installed. The retrofit program will provide a ‘package’ of solutions and improvements to improve the empty property’s fabric, such as heating solutions, and insulation solutions (internal wall, suspended floor, loft and cavity). Ventilation solutions (heat recovery, smart airbrick, door undercuts, solar) if this forms part of the improvements to bring the
property to a C and supports the energy usage of the heating system. Windows and doors too along with other innovations to improve the future tenant’s health and wellbeing.

Photographic evidence will be taken to show the void condition of the property during the surveys. On completion of works, a further inspection will be undertaken, together with photographs to show works completed as identified on the initial surveys. This will provide an audit for the service to evidence the Lettable Standard was achieved prior to the property being handed to colleagues in the Housing Management service for allocation.

Void property management, either internally or via the retrofit program will be maintained by the relevant service managers who will ensure the work is undertaken to meet void property turnaround times to meet the needs of our customers, keep lost rental income to a minimum and reduce the impact of empty property tax.

The empty property turnaround time (void relet period) refers to the total duration from the receipt of keys from the outgoing tenant to the commencement of the new tenancy. This overall period is comprised of two distinct phases:

the void period - managed by the Housing Standards team
the re-let period - managed by the Housing Management team

For clarity, the void period as detailed below is calculated based on the actual number of calendar days the property is held by the Housing Standards team, excluding the re-let time. The standard void periods are as follows:

category 1 - minor void work: 15 calendar days
category 2 - major void work: 35 calendar days
category 3 - major plus void work: 70 calendar days

The team work closely with involved tenants who are invited to attend (when practical to do so) empty properties, both before and following work undertaken as part of the monitoring of our Lettable Standard.

Specialist contractors are used during the void process to ensure utilities (such as gas and electric) are safe and in good working order, and any materials (such as asbestos) requiring removal are done so in a safe and controlled way.

Applying the standard

Tenant information and support

all new tenants will receive a Tenant Welcome Pack at the start of their tenancy, providing essential information about their new home, available services and local councillor
councillors will also be kept informed on newly allocated properties in their divisions so that they will be aware and enabled to support tenants who may experience any difficulties in their new home

Safe, secure and clean – external doors

a lock change will be completed on all properties to ensure security. Where a lock is being changed on a fire door, this will be completed by an accredited operative using fire rated components
all fire doors will be checked to ensure they meet fire safety requirements with repairs/replacements undertaken as required by an accredited operative using fire rated components
a fire safety guide will be provided to all new tenants residing in flats with communal areas/entrances at the time of allocation for the property by the Housing Management service
where doors are provided with multi point locking systems, these will be checked, lubricated and adjusted
door entry systems will be checked to ensure proper operation
all external doors to properties shall be fitted with a BS3621 lock with a minimum of two keys to each lock supplied
if the property is within a building with a communal entrance at least one key or key fob will be provided for the new tenant to gain access through that entrance
all doors shall be in good functioning order, all door furniture securely in place, door frames sealed with an appropriate silicone/mortar, and draught strips in good order and weather tight

Safe, secure and clean – balconies and communal entrances

balconies will provide protection against falling by young children or other vulnerable occupants
all railings or panels will be checked
safety glazing will be provided for window glass below 800mm and glazed doors
all glazing below 800mm will be checked to ensure that it complies with the current safety standards. Where the existing glazing does not meet current standards, it will be replaced
the floor surface will be slip resistant and there will be adequate drainage
fungal wash will be used on floors where required
tripping hazards will be removed
the floor surface in communal entrances and stairs will be slip resistant
stairs will be checked for loose or damaged treads, nosing and risers
communal lighting will be checked, and levels will be appropriate to the location and use

Safe, secure and clean - asbestos

all empty properties will have a refurbishment and demolition survey carried out by our approved contactor and all internal asbestos removed during the void period by a licensed asbestos removal contractor in accordance with the Control of Asbestos Regulations (CAR) 2012 and following Health and Safety Executive guidance
removal of external asbestos, for example guttering, will be added to capital work programmes
any external materials which contain asbestos, and which do not pose a risk will be notified to the tenant at the start of the tenancy

Safe, secure and clean – utilities: electricity, gas, water

Electrical safety

when undertaking electrical work and safety checks the service, and its contractors will do so in accordance with its internal Electrical Standard and Technical Specification
a live electrical test will be carried out by a suitably qualified electrician and once any necessary remedial works are completed, a satisfactory condition certificate will be provided for the incoming resident
details on how to find the fuse box will be provided to the new tenant
any unauthorised electrical/gas alterations will be removed and recharged to the previous tenant
any light fittings or dimmer switches fitted by the previous tenant will be removed and replaced with a standard fitting
any damaged or discoloured light fittings and switches will be replaced
any socket face plates fitted by the previous tenant will be removed and replaced with standard fittings
artificial lighting will be adequate to ensure a safe living environment
a decision on whether to rewire an empty property will be taken following the electrical test. If the property requires rewiring, this work will be undertaken by the Improvement team

Gas safety

the mains gas supply shall be ‘capped’ for safety reasons during void works and will only be ‘uncapped’ by our contractor once the
‘commission’ of the boiler is arranged
new tenants must arrange the ‘commission’ of the boiler once they have signed up for the property by contacting us to arrange an appointment with a heating engineer
LPG systems will be treated the same as mains gas systems regarding checks undertaken
ground source heat pumps will be assessed under retrofit for its current condition and reliability

Legionella control

cold water storage tanks should be clean and have an adequately insulation lid which securely fits. Checks should be undertaken for gross contamination, for example microbiological growth, the presence of organic debris or live organisms such as insects - in the event of discovering such contamination the tank should be cleaned and disinfected. Replacement of the shower heads and hoses, together
with the flushing of/running of water outlets should not be undertaken until the cleaning and disinfection of the tank is complete
all water outlets will be run for at least three minutes (and recorded), and shower heads and hoses replaced. All outlets will be flushed weekly throughout the void period by the void team/contractor
all dead legs in the property should be removed, and cylinder thermostats set to 60 degrees
all tanks, balls cocks, overflows and associated to be checked that they operate correctly and be replaced as required
pipework and water tanks in lofts will be checked for appropriate insulation and where this is lacking, or substandard, new insulation will be provided
between November and March, mains will be turned off at the stop tap and feed tank drained
the water stop tap will be checked to ensure functionality, with details of location provided to new tenant

Safe, secure and clean – exterior: roofs, guttering, external walls

the property will be sound and free from rot, infestation, mould, and damp with any appropriate treatment undertaken to remedy identified issues and causes
all empty properties will be fitted with appropriate environmental sensors, enabling the service to continually monitor the property remotely, for signs of moisture and ventilation issues, taking relevant action when required
appropriate ventilation will be provided by a combination of openable windows and background ventilation - air bricks, vents in window frames, mechanical ventilation systems
existing ventilation will be checked to ensure correct operation
all roofing, chimneys, guttering, down pipes, and external walls will be checked and repaired if required to ensure they are structurally sound, secure, clear and watertight
roof spaces to be clear and checked to ensure firebreaks are intact and that loft insulation is topped up to 300mm
any loft boarding or artificial lighting will be removed as tenants are not encouraged to enter the loft other than for light storage that can be reached without entering the loft

Safe, secure and clean – exterior: gardens, outhouses, driveways and patios

if the property has an outhouse and/or an external toilet, they will have a suitable door with a suitable lock
any water supply will be adequately insulated and isolation valves fitted to enable draining down during the winter months
rubbish and debris will be cleared from gardens
ponds will be removed/filled in for health and safety reasons
where driveways have been fitted correctly to standard and include a drop kerb these will be left
patios will be assessed and if in good order and not affecting the fabric of the building, such as it does not but up to property wall, will be left
in all other cases patios will be removed with the area laid to lawn
to create a more sustainable, management and environmentally friendly lawn, the use of clover grass seed will be used wherever possible and appropriate to do so
sheds and lean-tos will be removed for health and safety reasons
greenhouses will be removed for health and safety reasons
paths and steps will be checked for safety, with any defective paving rectified. The minimum width of paths within the boundary of the property and leading to the property entrance will be a minimum of 900mm wide in line with building regulations
any paving laid by the previous tenant will be assessed on the same basis and, if it is in poor condition or inappropriate, identified for removal with the garden made good
where a garden has been left in an overgrown and unsatisfactory condition, a one-off maintenance or reinstatement will take place. Where it is necessary to reinstate a lawned area, the area will be levelled with clover lawn seed used to provide a more sustainable, manageable lawn for the incoming tenant
poles or rotary dryers will be provided
communal drying areas will be checked for uneven or defective surfaces
washing lines will not be provided
boundary fencing will be checked and any urgent repairs carried out - all other repairs will be programmed for completion after commencement of the tenancy
where fencing is renewed, the height of the fence will not exceed one metre high where the fence is in front of the house or adjacent to a highway
fences behind the front of the house will not exceed 1.8 metre high
in all cases, only the fencing that is on a boundary identified as being the responsibility of Housing will be replaced
any existing external gates will be checked to ensure they can be closed securely with a latch
any missing gate will be replaced

Safe, secure and clean - interior: floor, stairs, ceiling and walls

painted walls will be redecorated in a neutral paint throughout
new floor coverings will be provided to kitchens and bathrooms
stair banisters should be present and secure
floors will be checked to ensure that there are no loose or damaged floorboards and no nail heads sticking up
unsafe flooring and floor treads on stairs will be repaired/replaced
if woodworm treatment is required, water-based treatments will be used. In all cases, treatment will be compliant with health and safety practices
in properties where rooms have floor tiles in need of repair, these will be replaced, and the floors screeded if necessary
walls and ceilings will be graffiti free, safe and free from large cracks and holes
unsound plaster will be replaced
all skirting boards, door frames, architraves, and mouldings will be in place
polystyrene ceiling tiles/coving will be removed
missing or damaged glazing will be replaced
any radon gas control units should be checked and in working order
all rubbish, furniture, carpets, and so on will be removed internally and externally unless agreed otherwise
kitchen units, work surfaces, bathroom fittings, cupboards, doors/frames, windowsills, skirting boards, radiators, tiles, floors and the insides of windows will be cleaned
we will sweep and wash all floors

Safe, secure and clean - adaptations and warden call systems

stairlifts over five years old to be removed when a property becomes void. If within five years, demand to be assessed
hoists, through floor lifts and closomat toilets should be retained and serviced. This also includes adapted kitchen units/layouts and bathroom suites. The Housing Allocations team should be informed to enable the property to be suitable advertised on Choice Based Lettings. In cases where there are no suitable applicants further discussions/decisions will be required between the relevant service managers as to next steps
predictive adaptations should be progressed in properties designated for older people
all mobility adaptations to be safe and securely fixed and fit for purpose, including checking all grab rails
where warden call systems are provided in older persons accommodation, a visual inspection will be undertaken to ensure all the call points are in place and not damaged

Energy efficient - heating systems

all our void properties will be relet only when achieving an energy performance level of C
every property will be fitted with fully operational systems to provide both heating and hot water, this could be gas, electrical, heat source pumps, oil or a communal system as applicable
in accordance with our climate change strategy, any new heating systems installed will not include the use of either gas or oil
solar panels/batteries and inverters will be checked for functionality with a service undertaken if due
solid fuel systems and open fires will be removed in all properties which are subject to retrofit work as part of the void process
oil central heating systems will be assessed, and where a level C Energy Performance Certificate can be achieved through the implementation of other measures, will be kept in the property
chimney stacks/pots will be removed in properties where appropriate to do so, which are subject to retrofit work that includes a full roof replacement during the void process
electric and gas meters readings (photographs) to be taken where possible with details of empty property entered onto Green Energy Switch portal
any meters which have been bypassed must be reported on the Stay Energy Safe website and cannot be let until the issue has been resolved
any existing gas and/or solid fuel fires will be disconnected and removed from the property following the departure of the previous tenant, with the fireplace and chimney area blocked up/plastered and fitted with a ventilation cover. Electric fire suites may be fitted in certain independent living/sheltered housing properties
new tenants will be shown how the heating system works, including use of thermostatically controlled radiators and room thermostats. Tenants will be asked to confirm that they have received this briefing and will be followed up with at their introductory tenancy checks
all rooms shall have adequate heating supplied by either a gas-fired boiler and central heating radiators, including thermostatic radiator valves, or electric heating such as storage heaters, oil boiler and central heating radiators or air source heat systems
any proposed change to a heating system during the void period as part of a retrofit project will be fully assessed regarding its fitness for purpose in terms of suitability for property type, energy efficiency/running costs
fully tested and working smoke detectors shall be in place on all floors of the property. These will usually be on the ceilings of the ground-floor living room or hallway and the first-floor landing. A carbon monoxide detector will be situated near the property's heating boiler system as per the manufacturer’s instructions. CO2 alarms will be installed in all living accommodations where a fixed combustion appliance is present, excluding gas hobs and cookers
if an electric immersion is present, this will be tested and connected to an off-peak supply

Good condition - general

all internal and external doors, windows, and kitchen unit door, including drawers, will be eased and adjusted as required, to ensure they open/close safely and securely. Any adjustments required as a result of the incoming tenants flooring will be the tenant’s responsibility
window restrictors fitted in upstairs rooms will be checked to ensure that they are in a serviceable condition
floors will be level and suitable for normal domestic coverings
all floor coverings will be inspected by the surveyor during the empty property inspection and if found to be in a satisfactory condition will be left for the new tenant
where possible properties will be advertised with information showing if carpets are included at the time of letting. Tenants who choose not to keep carpets left will be responsible for the lifting and disposal of carpets. No replacement carpets will be provided by the council
curtain battens/poles and blinds will be inspected and if in sound condition will be left for the new tenant, who will become responsible for these. No repairs/replacements will be provided by the service
fitted wardrobes left by the previous tenant will be inspected and if in sound condition will be left for the new tenant, who will become responsible for these. No repairs/replacements will be undertaken/provided by the service
a decoration assessment will be undertaken by the surveyor in accordance with our Decoration Procedure. Sound existing decorations will be left regardless of previous tenant’s taste or colour choices

Good condition - kitchen

will include a food preparation area of at least one metre in length, fully plumbed in sink, hygienic and easily cleaned worktops, space and connections for a cooker and a fridge or fridge freezer
both a gas and electric cooker supply should be available where applicable, and a safety chain should be installed in all free-standing cooker spaces. It is the new tenants' responsibility to arrange with a gas safe engineer to fit a bayonet fitting as part of the cooker connection if wishing to use a gas cooker/hob
in properties where white goods, such as a cooker, fridge, washing machine, are provided by us these will be repaired as part of the void work
all tenant white goods will be removed from the property
there will be a minimum number of two double sockets to Electrical Safety Regulations based on the size of the kitchen
cupboard doors should be matched in colour and where this is not possible the closest match should be used
draw runners should be checked to ensure they are secure and open and close correctly
taps should be operational and clear of limescale. If replacement is required these should be high arch lever taps
floors and worktops should have sealant renewed
wall tiles will be re-grouted if they cannot be cleaned adequately. Tiles should also be re-grouted where this is missing or loose
cracked or defective wall tiles will be replaced with as near colour match as possible
there will be a minimum of one row of tiles behind the kitchen sink/splash back
the kitchen sink outlet will be checked to ensure adequate drainage
a plug and chain will be present and the correct size for the sink waste
plumbing for a washing machine will be provided. Where there is no existing space for a washing machine, space will be made in the kitchen, unless there is space in another part of the property such as a utility room
anti- vibration mats will be provided for use under washing machines in all above ground floor flats to reduce noise
in properties where no kitchen extractor fan is currently installed an appropriate fan will be fitted where the layout permits in accordance with gas regulation
in cases of retrofit properties where the new tenant has been selected, the surveyor will liaise with the new tenant to agree the kitchen layout to take account of the new tenant’s kitchen appliances

Good condition - bathrooms/toilet

the property will include a fully plumbed in toilet, wash hand basin and a bath with over shower and/or shower
the toilet seat and cover will be replaced. This will be in white unless an exact colour match can be achieved
sanitary fittings will be replaced if they are cracked/damaged/leaking/in a poor condition
where the fittings are coloured and no longer available the bathroom suite – bath, toilet and wash hand basin will be replaced to match
extractor fans will be serviced and cleaned and replaced if necessary. If no extractor fan is in place a fan will be fitted in an appropriate location depending on bathroom layout
there will be at least one row of tiles behind the wash handbasin and two rows of tiles along the sides of baths. Where it is found necessary shower boards will be installed from the bath or shower tray to the ceiling and behind the wash hand basin
where a shower is installed the area around the bath should be fully tiled or wall panels used to ceiling height
basins and baths will have working taps, plugs, and chains
all sealant around sanitary ware and flooring should be renewed and tiles re-grouted if they cannot be cleaned adequately. Tiles should also be re-grouted where this is missing or loose
any showers provided must be safe and functional and have a shower screen or rail with curtain fitted. The curtain would be a gifted item to the incoming tenant with the tenant becoming responsible for the curtain and all replacement curtains. Shower screens will be checked for leaks and any found rectified
level access showers will be checked to ensure they drain away as designed and any waste pumps should be in a good, clean serviceable condition and working
all shower heads and hoses will be replaced
any pull cords will be replaced
baths/shower trays will be crack free, otherwise they should be replaced. They may have minor scratching but inside surface should be reasonably smooth to touch and be capable of being cleaned to a reasonable standard
bath panels to be in place and have no cracks or sharp edges
pipework under wash hand basin and other exposed pipework to be checked for any visible signs of leakage
where full sanitary fittings are renewed as part of retrofit work during the void process, wall panels will be used in place of wall tiles
thumb turn locks will be installed on bathroom doors

Consultation

Members of the Overview and Scrutiny Committee Group and Tenant Involvement groups have been consulted with during the development of the Lettable Standard.