Jargon Buster

AUDIT COMMISSION – This is the public body that inspects all housing associations and awards them either no stars (very bad), one star, two stars or three stars (the best). They also inspect local authorities.

ALLOCATIONS – Housing departments at local councils allocate potential residents to housing associations. All will have been checked against eligibility requirements.

BOARD MEMBERS – All housing associations have board members who oversee the work of the executives and the organisation. They are generally not paid for their work, or only paid a minimal rate. The current Group Chairman of L&Q’s board is Robert Appleyard.

CENTRAL SERVICE CENTRE (OR HELPDESK) - Most Housing Associations have a department staffed by Maintenance Service Officers (MSOs) or similar staff. They take calls, many of them related to repair reporting. Some centres also deal with complaints and general enquiries. L&Q’s Central Service Centre is at Marlowe House in Sidcup.

DECANTING – The process by which residents in areas that are about to be redeveloped are moved out of an old home into alternative accommodation. Some may wish to return to newly-built homes, but some prefer not to have two lots of upheaval. Occasionally residents are decanted if major work has to take place to their homes.

DECENT HOMES – The standard set by the Government for all homes owned by councils and housing associations by 2010. This includes such things as homes being completely weather-proof with relatively new kitchens and bathrooms.

FOYER – Accommodation for 16 to 25 year olds. To be eligible for a place in a Foyer young people must meet strict criteria on homelessness. Once at the Foyer they sign up to a training programme with a view to obtaining gainful employment and independent living.

GAS SERVICING – All housing associations are obliged to organise CORGI-registered inspectors to do an annual gas service at all tenants’ homes. Failure by the tenant to let the gas inspector in can ultimately result in court action and even eviction for persistent offenders.

HOUSING CORPORATION – This is the public body that funds and regulates housing associations.

LARGE SCALE VOLUNTARY TRANSFER (LSVT) - When council tenants vote to transfer their homes to be owned and managed by a housing association.

LOW COST HOME OWNERSHIP – Includes Homebuy and Part Buy/Part Rent. Tower Homes deal with this.

NATIONAL HOUSING FEDERATION – The trade body for housing associations.

Communities and Local Government – This government department looks after all government policy related to social housing and development of new homes.

OMBUDSMAN – Once people have exhausted a complaints procedure they can go to the housing ombudsman to arbitrate.

PLANNED MAINTENANCE – Cyclical work such as roofing, kitchen and bathroom replacement, etc that needs doing to keep homes up to standard. Residents are consulted on this work.

REGISTERED SOCIAL LANDLORDS (RSLs) – Another name for housing associations.

RESPONSIVE REPAIRS – Day to day repairs ranging from urgent to routine.

REVENUE OFFICER – People at councils or housing associations responsible for rent collection.

RIGHT TO BUY – A right for council housing residents to purchase their home, often at a discount on market prices. This is not generally possible for housing association residents, although “Right to Acquire”, a similar scheme, is available on some recently built homes if they meet certain criteria.

SHARED OWNERSHIP – Where a home is partly owned by a housing association with the balance owned by the people living in it who pay a mortgage on the part they own and rent on the part owned by the housing association. There are strict eligibility requirements as it is a cheaper way to get on the property ladder. People can gradually own more of the property if their circumstances improve (known as “staircasing”). Tower Homes deal with shared ownership.

SHELTERED HOUSING – Means homes for older people who maintain their independence. It is not a nursing home.

SOCIAL HOUSING – A term often referring to housing association homes, though the term can include council housing.

SUPPORTED HOUSING – A catch-all term that can include specialist accommodation for those with particular needs, e.g. those with mental health problems, those who have other disabilities, those with learning difficulties, those with drug or substance abuse problems, women fleeing violence.

TENANCY SERVICE OFFICERS (TSOs) – Formerly referred to as housing officers, these are staff who are the first point of contact for most residents. TSOs deal with tenancy related matters and check estates, monitor neighbourhoods, deal with complaints etc.

VOID – An empty home. Housing associations aim to turn voids round fast, but often have to make repairs. Occasionally the landlord will take the opportunity to upgrade a property (an enhanced void) when it is between lets.

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