Operational Procedures

Operational Procedures (OP) provide detailed instruction on specific tasks related directly to the service provided by housing staff.

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Business Support

Petty Cash - OP24 Purchasing Procedures - OP25 Overtime & TOIL Procedures - OP26 Sickness Procedures (all staff) - OP27 Requesting Holidays Procedures - OP28 Cash Handling (developed by Finance Service) - OP29 Absence Management - OP32 Requesting Workstation Assessments - OP35 Health and Safety - Personal Incident Notification - OP36 Integra Management Information System - Sales Ledger - OP40 Tenant Consultation - With Shetland Tenants Forum & Flow Chart - OP41 Customer Feedback / Complaints - OP42 Customer Service Charter - OP46 Unacceptable Actions by Customers - OP46a Annual Rent Notification Letters - OP51 Recruitment - OP53

 

 

 

 

 

 

 

 

 

Housing Management

Sheltered Housing Allocation Procedure - OP19 Annsbrae Allocation Procedure - OP20 & Memo1 & Memo2 Decant Handbook Procedure - OP21 Anti-Social Behaviour Procedure - OP22 Allocation Policy - OP47 Tenancy Management Policy - OP54

 

General Estate Management

Recharges - OP5 Debtors Policy (developed by Finances Service) - OP30 Estate Inspections - OP44 Rent and Charging Policy - OP45 Voids Policy - OP49 Rents Collection and Arrears - OP50

 

Technical

Repair Responsibilities - OP1 Repair Priorities - OP2 Right to Repair - OP3 Common Repairs - OP6 Changing Locks - OP7 Condensation - OP8 Fencing & Walls - OP11 Grass Cutting - OP12 Garden Maintenance - OP23

 

Supported Accommodation

Cookers in Sheltered Housing Schemes - OP10 Completion of Housing Support Plan (Supported Accommodation) - OP34 Housing Support Workers - Emergency Response Aditional Hours Payment - OP52 & Timesheet 1 & Timesheet 2

 

Homelessness and Outreach Service

Completion of Housing Support Plan (Housing Outreach Service) - OP38 Homelessness Decision Review Procedure - OP39 Homeless Policy - OP55 Temporary Accommodation - OP56