Suffolk Housing Society Pets

Transcription

1 Suffolk Housing Society Pets By Resident Scrutiny Committee Feb 2015 Scrutiny3Pets.doc

2 CONTENTS 1. Purpose Guiding principles Information Gathering Findings Desktop Review Policy SH tenancy agreement Complaints & ASB Other housing providers Animal Welfare Residents Survey Staff Focus Group Conclusions Recommendations Abbreviations

3 1. PURPOSE The aim of this review was to assess how well the SHS pets policy works for residents and the organisation. It does not relate to assistance dogs. Pets are always likely to be an emotive topic for many residents. A resident s experience of pets may impact on the way they feel about where they live, their homes and their communities. SHS has approx. 3,500 properties across East Anglia. The housing stock is really varied properties can be, estates or street properties that are in groups or individually. Homes can be flats, bungalows and houses, and may be found in towns and rural locations across much of East Anglia. SHS also has sheltered housing and general needs homes. Because we were keen to hear from all residents and incorporate their views into this document we sent a questionnaire to all tenants. 2. GUIDING PRINCIPLES SHS must balance the needs of residents who want to have pets with the associated cost and risks of pets in its properties. There are no bad pets but issues can arise when the needs of the pet aren t met properly in terms of training, hygiene or environment etc. The needs and welfare of pets is important. Pet ownership can add real value to people s lives. A pet policy should be:- Fair, clear & known to all. What residents want. Easy for SHS to administer. Inexpensive for residents and SHS 2

4 3. INFORMATION GATHERING The information gathering process included review of:- Existing information such as looking at the pets policy, a number of tenancy agreements, complaints/asb data, SH website, other housing provider policies, and researching information from animal welfare organisations. Residents views: - questionnaire Staff views: - focus group 4. FINDINGS 4.1. DESKTOP REVIEW POLICY On Website policy leaflet is easily accessible: - P.4 We will not give permission to keep more than one dog or cat in a flat or maisonette where there is no direct access to a private garden and we may not give permission for large dogs to be kept in flats at all. Suggests that one dog or cat will be permitted in a flat with no private garden. Also residents might be able to have a large dog in a flat. This contradicts what is said on page 5. P.5 Tenancy agreements with the Society do not permit pets to be kept without permission and cats and dogs are not, with the exception of assistance dogs, permitted to be kept in flats unless there is direct, personal access to a garden. No mention of how many of each pet should be allowed other than dogs and cats SH TENANCY AGREEMENT Agreements do not directly reference policy leaflet or reflect breach of signed agreement relating to pets is breach of tenancy Starter Tenancies Assured tenancies Probationary starter tenancy Assured short hold fixed term Permission needed. No dog or cat unless own entrance and private garden. Or You need guide, hearing or disability assistance dog. Not allow any pet to cause nuisance, damage or harm. Permission may be withdrawn Control of animals and have no animal that might cause damage nuisance/annoyance 3

5 COMPLAINTS & ASB 43 instances of pet related ASB since May These are mostly dog related. ASB issues refer to, noise, mess and pets off leads. Some issues were more serious. We recognise that the way ASB has been recorded may not reflect all the action taken but comments show that at some addresses there were repeated issues over a period of time. Issues for SH pet policy administration:- multiple (more than 2) dogs being kept, noise from dogs kept in flats above presumably without access to gardens, a Rottweiler causing damage to a flat (large dog in flat) OTHER HOUSING PROVIDERS. Research of pet policy of numerous housing society s or councils shows that they tend to follow a pattern. Tenants are allowed 1 dog +1 cat or 2 dogs no cats or vice versa, no venomous snakes or spiders are allowed but non venomous snakes or spiders are permitted provided they are kept in suitable tanks, other pets are also allowed, e g rabbits, guinea pigs etc. again provided they are suitably housed and looked after. Dogs and cats, if kept, must have direct access to the outside/enclosed garden. Owners must clear up after the animals to avoid smells and germs that could annoy neighbours. Before a tenant gets any animal they must get prior written permission from their landlord. Should a pet cause a nuisance to a neighbour (according to the tenancy agreement), the landlord can ask the tenant to remove the offending animal from the property within seven days failing to do this will enable the landlord to start eviction proceedings ANIMAL WELFARE RSPCA guidelines suggest: - Where tenants keep chickens as pets there should be at least 3 for wellbeing. Collaboration between animal welfare/rescue organisations and housing associations through community outreach programmes to target those audiences less likely to neuter Gardens for dogs should be secure from the possibility of escape. Food, equipment and vets bills can be expensive so consideration of cost should be made. Rabbits should not live on their own unless under specific behavioural or medical advice. The Pets Advisory Committee have guidelines available for housing providers from which a number of housing providers have incorporated elements into their own policies as have the dogs trust. This details in brief:- Standard procedures for pet issues for HO s to refer to, with advice how to avoid the issues and actions SH will take. This could include, visits from HO, mediation/arbitration, signposting to other agencies, help with rehoming, assistance to transfer to a suitable property, legal action etc. Clear enforcement structure with support and complaints management. New residents informed and regular consultation and review with tenants. Indoor cats have suitable scratching posts and litter trays. 4

6 Birds to have cages in which they can fully stretch their wings in all directions and enough perching space for all birds. Some parrot species can be very noisy. HP s could publicise action taken against those who do not follow the policy to assist with enforcement for others. Extract from an article by: The Pet Owners Association July 2014 The Law regarding renting to pet owners It s also important to remember that the government department that was formerly the Office of Fair Trading considers a blanket ban on keeping pets in a property to be unfair under the Unfair Terms in Consumer Contracts Regulations Therefore landlords should not include a No Pets clause in their standard tenancy agreement. The Office of Fair Trading believes that a fair clause would require the tenant to get the landlord s consent before they bring pets into the property but the landlord should not unreasonably withhold their consent. For further information on these regulations please go to the relevant area of the Gov.UK website RESIDENTS SURVEY A total of 482 surveys were received, which we felt was an excellent response. The scrutiny committee are really grateful to those who took the time to complete it and wish to thank all of those who did so. The results are as follows: - Question: Do you know SH have a pet policy? 63% of respondents do know SH have a pet policy. DO YOU HAVE A PET? YES 37% NO 63% I have a dog. It is my best friend. When I'm alone it is always with me. What can I get better? 5

7 What type of pet do you have? Would prefer no pets. 21 DOG CAT SMALL ANIMAL CHICKENS BIRDS FISH INSECTS SNAKES W H A T P E T S S H O U L D B E A L L O W E D? W H I C H R E Q U I R E S P E C I F I C P E R M I S S I O N? Allowed Permission Cats & Dogs Small Animals Chickens Small Birds Fish Insects/Spiders Snakes/Reptiles 6 There is nothing worse than an irresponsible dog owner there is nothing wrong with the dog. But its owner should be kept on a lead! I have no complaints at all where I live I do not bothered by other peoples animals, the odd cat in my garden is not a problem and the local dogs are no problem.

8 What properties should tenants be allowed to have pets in? HOUSE/BUNGALOW House/Bungalow with private garden? House/Bungalow without private garden? Flats and sheltered should only have 1 cat or dog. Dogs not kept on leads or trained, cats allowed to run free in blocks of flats I think the only dogs allowed in our particular flats and bungalows should be guide dogs for the blind. dog cat small animal FLATS flat with street access door and private garden dog cat small animal fish insects chickens flat with street access door no private garden(communal garden only) flat with no street access door fish insects chickens SHELTERED HOUSING Cat flaps should not be in (flat) doors going into a communal hall, bringing mice and birds in and messing in communal hall as there is no access to outside with private garden with no private garden (com area only) flats with street access door & private garden? flats with street access door & no private garden? flats with no street access door Some people just don t like pets. So complaints should be looked into impartially. Cats or dogs can be a great comfort to old people living alone. 7

9 How many pets do you think tenants should be allowed? Average of pets that should be allowed DOGS 12 CATS 10 SMALL ANIMALS 8 CHICKENS 6 FISH INSECTS/ SPIDERS 4 SNAKES/ REPTILES 2 We haven t had any bad experiences with any animals yet we own 3 dogs 3 cats ourselves. Our neighbours have the same they all get along together 0 What do you consider anti-social in relation to pet ownership? A small dog or cat should be allowed in flats, I think it would be irresponsible to own a medium or large dog because they need space. Allowing animals to run about in flat corridors. Pets Running Lose 9% Pet Ownership Problems Aggressive Animals 4% Dog Mess 25% Letting your dog mess everywhere and not clearing it up Leaving Animals/Neglect 10% Smell 6% I am sick of raising the issue of dog poo in the communal gardens. I wouldn t mind dogs if they 8 Chickens are noisy, smelly and can attract vermin Noise 23% Cat Mess 23% looked after them properly. Not clearing up after pets (cats or dogs)

10 What do you think Suffolk Housing should do if pet owners allow their animals to act as described above? Take away their pet privileges, if they don t do something about it Withdraw Permission/Ban Animals 10% Evict the Tennant 9% Remove the animal 19% RSPCA 3% Fine the owner 3% Animal Training enforced 2% Verbal Warning 28% Written Warning 26% Give them a written warning and help sort out the problem Suggested remedy for problem pets I think it is important to allow responsible owners to keep pets. Especially those who are perhaps alone and need a companion. Tenants who allow pets to be a nuisance should expect action to be taken to make sure they are aware of the problem. If they don t then take responsibility steps should be taken to refuse them permission to keep pets. Respect the pet s policy from Suffolk Housing Do you know what to do about problems with another tenant's pets? 4% 32% 64% YES NO No Comment 9

11 TENANT RESPONSIBILITY FOR PETS Should pets be microchipped? 38% Should pets be insured? 27% Should pets be neutered? 35% 4.3. STAFF FOCUS GROUP The focus group gave SH staff the opportunity to comment on how they felt the existing policy was working, what worked well, what didn t, areas for improvement and ideas for change. We thank everyone involved both for taking part and for contributing their thoughts and ideas so freely. Tenancy agreement allows permission for pets so long as they don t cause damage, nuisance or annoyance. Concern about policy enforcement when new properties acquired as may have different permissions which the housing officer is not aware of. Concerns that existing policy not being enforced. Any new policy should be enforceable. Support for no pets unless property has own entrance/garden. Suggest permission decision should take into account the person and the property as well as the pet suggested. Must be consistent and reasonable Must tie in with hand book and policies Granting permission should be against clear criteria which is made clear to tenants at sign up and enforced. Clear guidance on how many and types of pet Small to medium dogs allowed in flats No cats in flats Issues in pet policy management:- Cruelty to pets Cats mess, cats locked in communal areas, cat flaps in windows (cost) Barking dogs, dogs off lead Fleas Disabled tenants unable to clean up mess Who will look after pet if tenant ill Behaviour of animals What is the purpose of the pet?/other residents dislike of pet Older people attachment to pets reduce access to sheltered housing as unwilling to leave pet Pets attracting vermin Fencing and gardens damaged by pets Issue with mess in communal areas Pet damages property/sh should intervene 10

12 Suggestions for management of pet policy Site visits/property visits Increased enforcement, continual assessment of those with permission, linked to the tenancy agreement. Work with other enforcement agencies Tenants rights to have a pet/private life Policing should be proactive Clear policy When permission is granted a fee could be paid in case of future damage Complaints recorded more fully so SH know what issues exist Encourage other tenants to provide evidence of issues. If permission is withdrawn enforcement of removal of pet must be carried out. 6 month probationary period when first granted a pet Link to ASB policy The repercussions should be clearer to the tenant of poor pet management. Ensure all tenants are charge / re charged for damage caused Preventative measures, such as provide dog litter bins in communal areas Communication At viewing, prospective residents could be asked about intention to have pets and told of policy Tenancy agreement should make explicit SH position relating to pet ownership. Clear details of consequences of failure to follow policy or if pet is a nuisance Keep policy simple to understand Tenants discuss pets at sign up and given permission form if relevant. Policy of SH needs to be transparent Policy needs to reflect what actually SH want i.e. to protect their properties combined with the needs of tenant. Use of rent review letters to highlight policies. Communicate the cost to SH of bad pet ownership 5. CONCLUSIONS Pets policy is comprehensive but a slightly contradictory and only details how many pets in relation to cats and dogs. Assured short hold fixed term tenancy agreement has different detail to other agreements (being amended). No explicit link to pet policy leaflet. SH has experienced issues with pet ownership where more than the allowed number have been kept, where dogs are kept in flats without private gardens or large dogs are kept in flats. Other housing providers allow pets, and require permission and may require tenant to remove the animal if problems arise. It is not clear how well other HP s manage this. Welfare organisations may support specific numbers of different pets for welfare reasons. Breeding control would be generally supported. A clear policy, enforcement structure and procedures help to maintain an effective pet policy. SH residents are generally aware that SH have a pet policy and nearly 40% of respondents have a pet. Respondents think all pets should have permission requested for residents to own them. Very few think chickens should be allowed. There is support for residents have pets to have 2 cats or dogs or 1 of each. 11

13 Where tenants homes have private gardens most respondents felt it was acceptable to have most kinds of pets. Where there is no private garden only tanked and small pets should be allowed. Where residents have private gardens in flats most respondents felt it was acceptable to have most kinds of pets but fewer people agreed with this than if the properties were houses instead. Where there is no private garden only tanked and small pets should be allowed, this trend continues if residents live in flats with no private street access door or garden. As with flats residents of sheltered schemes that have private gardens should be allowed pets although this is less popular. Where there is only communal garden, dogs and cats are less popular but tanked pets are fine. Flats with neither, tanked pets only. Numbers of pets allowed falls roughly in line with existing pet policies of a number of housing associations. Most concern relates to noise and mess (71%). This area can be difficult for SH to enforce. Residents support existing methods of enforcement. Roughly a third of residents are not aware of what to do if pets cause them problems or that SH have a pets policy. Most tenants pets should be insured, micro chipped and neutered where relevant. Staff are concerned that existing policy is not sufficiently enforced and supported within SH. Complaints relating to pets may not be reported correctly/sufficiently. The supporting documents (agreements, policies & handbook) should support enforcement. Pets should be discussed at viewings and sign ups, pet ownership should be probationary. Residents should be clear about the consequences of failing to adhere to the policy. Whilst the right to have pets is supported this is limited to cats and dogs only where a private garden/street entrance is available. 6. RECOMMENDATIONS Whilst tenants are broadly supportive of pets where there is a private garden SH should consider what is best for the organisation in terms of balancing the positive and negative aspects of pet ownership. To inform this decision SH could collate, complaints, cost of voids, re-charges, and ASB relating to pets, cost in terms of nuisance or upset, and how many requests are made for pet ownership, how they are monitored, and cost of overall monitoring/input from the housing team etc. To inform this decision SH could also investigate law surrounding pet ownership in relation to article by pet owners association. If SH continues to support pet ownership consideration should be given to:- Checking existing permissions to see if the ratio of permissions is similar to the ratio of respondents who said they had a pet. If not it may be that permission is not being requested in all cases. What action should be taken where residents fail to request permission prior to getting a pet or get a pet despite being refused permission. Conducting an audit to establish how many residents have pets without permission. Agreeing a set of criteria for permission based upon the owner, the property type and the pet requested. Specific reference to what pets if any should be allowed in flats and sheltered housing should be made if possible. 12

14 Publicising failure to stick to pet policy as a breach of tenancy and that what is signed in requesting pet ownership is an extension to the tenancy agreement. Ensure repercussions of poor pet management shared so that all pet owners aware of any consequences. SH should be explicit that withdrawal of permission would mean that the pet would need to be rehomed. Failure to do so should have clear and consistent consequences. Creating a pet register that is kept updated. All owners could provide proof of neutering and micro chipping (where relevant). When new properties acquired, update pet s permissions log and to ensure that new pet policy rules are communicated and then enforced in these new properties Creating permission requests forms incorporating a clear decision tick sheet, including considerations about who would look after the pet if the resident was ill, how residents will clear up after their animals, how they plan to resolve issues such as pest control, breeding management etc. Clarifying existing procedures for staff so that there is a clear enforcement structure that is supported by the organisation that incorporates complaints and ASB. Specifying how many animals of each type can be kept and being explicit about what kinds of pets can be kept in different properties. Tank size for fish should be specified. As the RSPCA recommend at least 3 chickens, SH may wish to consider whether chickens have any place in SH properties unless in exceptional circumstances. Signposting to animal welfare charities, vets, training classes, help with vets costs, neutering etc. Investigating whether RSPCA may have community outreach programmes SH could engage with. Communicating policy to all residents, including when it will be reviewed and consulted upon. Residents should be clear whether they can have pets or not and what to do if other residents pets are causing problems Consulting residents where sites have communal areas on what they want in relation to pets and consider the possibility of creating dog free areas of communal grounds along with dog litter bins. Ensuring that where a pet is damaging SH property this should be re-charged to the tenant. Trialing a probationary period for pets after permission granted to assess workload and benefit to SH of scheme. Investigate possibility of fee payment in case of future damage. Amending policy which should be clear, concise and include input from the editorial tenants panel. Discussing pets at viewings and sign up.. ABBREVIATIONS SH or SHS Suffolk Housing Society HP Housing Providers HO Housing Officer RSC Residents Scrutiny Committee 13