Housing Policy and Procedures
We use a wide range of policies and procedures to help us deliver an efficient housing service to our tenants, applicants and the general public.
Can I see Housing Services Policies?
Who is involved in making policies?
How are policies monitored and reviewed?
How do we check the quality of our policies?
Can I comment on the policies?
Who do I contact for more information?
Can I see Housing Service Policies?
Yes, our policies are public documents that you can view. These are available, free of charge, by contacting us or you can view copies by going through the side menu of this page.
We will be adding policies to this website on a regular basis. If you would like to see a copy of a policy that is not currently on the website, please contact us.
How are policies made?
Some of our policies are made in response to changes in legislation or under the direction of the Scottish Executive.
Our policies form part of our Quality Management System, which is based on the requirements of the British Standard EN ISO 9001:2000. This independent accreditation is a clear and public demonstration that a competent, independent body has assessed our organisation.
The quality objectives within our Quality Manual are:
- To adhere to all SIC corporate policies;
- To provide a first class service to our customers in terms of timely response, accurate information, courtesy, best value and a “right first time” approach;
- To work as a team, motivated and focused on the expectations of our customers, in providing the best possible housing available to meet the needs of our customers;
- To treat sub-contractors and suppliers as part of the quality team in order to ensure that customer needs are met in full;
- To treat staff as a valuable resource and provide the training and support necessary to conduct their duties efficiently and conscientiously;
- To achieve and maintain the standards as set out in our Quality Manual;
- To adhere to all legal and statutory requirements imposed by the various regulatory bodies;
- To display this policy in public and abide by its objectives.
Who is involved in making policies?
Making policies involves a wide range of staff in the housing service and other council departments as well as our partners in other agencies and organisations. Councillors are involved through the SIC’s Committee process and also through involvement in working groups who implement, monitor and review particular policies. Tenant representatives are also involved in the policy process through the Shetland Tenants Forum.
How are policies monitored and reviewed?
To make sure our policies deliver what we intend, we measure and monitor a range of indicators and targets. The groups and staff responsible for each policy receive reports on a regular basis and discuss where targets are and aren’t being met. (For example, the Allocations Policy Monitoring Group which involves staff, the Shetland Tenants Forum and Councillors meet every two months to discuss the annual targets set to allocate council houses).
We also report to the Council on a regular basis through the performance management process. We produce regular reports throughout the year that summarise our progress.
How do we check the quality of our policies?
We have several ways in which the quality of our policies is checked within the Housing Service and also independently.
Through our regular reports to Communities Scotland and the Scottish Executive, our policies can be checked to ensure they meet the standards required.
Communities Scotland employ a team of inspectors who visit all local authorities and housing associations on a regular basis to regulate and inspect their housing management, repairs and homelessness services. Shetland Islands Council’s Housing Service is due to be inspected during 2007/08.
The Housing Service also holds British Standard EN ISO 9001:2000, which provides independent accreditation of our housing administration and maintenance services.
Can I comment on the policies?
Yes. When we write a policy, we make a draft available for consultation. We also ask the views of staff, partners, Councillors and tenants representatives through the Shetland Tenants Forum.
We appreciate the time and effort anyone takes to read our draft documents, and we listen to all of the comments we receive. The Officer or relevant working group makes changes to a policy following the consultation deadline.
The final decision to approve a policy is taken by Senior Housing Staff and Councillors through Services Committee.
We aim to continuously improve our services, and welcome your comments at any time. If you would like to make a comment on any of our policies, please contact us. Details are given at the bottom of this page. You can also contact us to provide comments through our feedback page.
Who do I contact for more information?
If you would like more information on our policies, please contact us at:
Policy and Information Team
Housing Service
Executive Services
Shetland Islands Council
Fort Road
LERWICK
ZE1 0LW
Tel: 01595 744360
Fax: 01595 744395
Email: housingpolicyandinformation@shetland.gov.uk
