Freedom Of Information: Sanctuary Scotland's Publication Scheme

Terms used

Terms Used Explanation
FOISA

Freedom of Information (Scotland) Act 2002

Places a duty on those organisations covered to proactively publish certain types of information; and to respond to requests for information; and to provide advice and assistance to those making requests for information.
EIRs

Environmental Information Regulations (Scotland) 2004

Those organisations covered by EIRs have a duty to respond to requests for environmental information
SIC

The Scottish Information Commissioner

Who is responsible for ensuring that those bodies covered by FOISA and EIRs comply with the terms of the legislation.

MPS

Model Publication Scheme

Produced by the SIC – this details all of the information that those subject to FOISA should publish (if they hold it). 

Guide to Information

A guide that all organisations subject to FOISA and adopting the MPS must produce to help people access the information it makes available.

Classes of Information

Nine broad categories describing the types of information authorities should publish (if they hold it).

The purpose of this Guide to Information is to:

  • Allow the public to see what information is available (and what is not available) for   Sanctuary Scotland in relation to each class in the Model Publication Scheme
  • State what charges may be applied
  • Explain how to find the information easily
  • Provide contact details for enquiries and to get help with access to the information
  • Explain how to request information that has not been published

Alongside the Act, the Environmental Information (Scotland) Regulations 2004 (the EIRs) provide a separate right of access to the environmental information that we hold. This guide to information also contains details of the environmental information that we routinely make available.

The Freedom of Information (Scotland) Act 2002 (FOISA) requires that all housing associations/co-operatives in Scotland must produce and maintain a publication scheme. This must detail all of the key information that we publish and how you can access it. The Guide to Information below is our publications scheme, and contains links to where you can find all of the information listed online.

Guide to the information we publish

Sanctuary Scotland has adopted the Scottish Information Commissioner's (SIC) Model Publication Scheme and this Guide has been approved by the SIC.

Formats other than online

All of the information listed is available on our website (unless stated), and completely free to access online. However, we understand that not everyone will have online access and where this is the case you can contact us to view this in one of our offices (where this would be convenient).

If you would like a printed copy of any of the information listed, we may have to charge a small fee to provide this. This fee will never exceed the cost of photocopying and postage. We will let you know any total cost before commencing printing to confirm you want to proceed.

Format Charge
Online Free
View at our office Free
Print in black and white 10p per sheet
Print in colour 20p per sheet
Posted document Cost of postage incurred

Postage costs

Postage costs may be recharged at the rate we paid to send the information to you. Our charge is for sending information by Royal Mail First Class. When providing copies of pre-printed publications, we will charge no more than the cost per copy of the total print run.

We do not pass on any other costs to you in relation to our published information

Charges for information which is not available under the scheme

If you submit a request to us for information which is not available in this Guide, the charges will be based on the following calculations:

General information requests 

  • There will be no charge for information requests which cost us £100 or less to process 
  • Where information costs between £100 and £600 to provide you may be asked to pay 10% of the cost. That is, if you were to ask for information that cost us £600 to provide, you would be asked to pay £50 calculated on the basis of a waiver for the first £100 and 10% of the remaining £500
  • We are not obliged to respond to requests which will cost us over £600 to process
  • In calculating any fee, staff time will be calculated at actual cost per staff member hourly salary rate to a maximum of £15 per person per hour
  • We do not charge for the time to determine whether we hold the information requested, nor for the time it takes to decide whether the information can be released. Charges may be made for locating, retrieving and providing information to you
  • In the event that we decide to impose a charge we will issue you with notification of the charge (a fees notice) and how it has been calculated. You will have three months from the date of issue of the fees notice in which to decide whether to pay the charge. The information will be provided to you on payment of the charge. If you decide not to proceed with the request there will be no charge to you.

Charges for Environmental Information Environmental information is provided under the EIRs rather than FOISA.

The rules for charging for environmental information are slightly different. 

We do not charge for the time to determine whether we hold the environmental information requested or deciding whether the information can be released. Charges may be made for locating, retrieving and providing information to you e.g. photocopying and postage.

If we decide to impose a charge, we will issue you with notification of the charge and how it has been calculated. The information will be provided to you on payment of the charge.

If you decide not to proceed with the request there will be no charge to you. Charges are calculated based on the actual cost to Sanctuary Scotland of providing the information:

  • Photocopying is charged at 10p per A4 sheet for black and white copying, 20p per A4 sheet for colour copying.
  • Postage is charged at actual rate for Royal Mail First Class.
  • Staff time is calculated at actual cost per staff member hourly salary rate to a maximum of £15 per person per hour.

The first £100 worth of information will be provided to you without charge.

Where information costs between £100 and £600 to provide, you will be asked to pay 10% of the cost. That is, if you were to ask for information that cost us £600 to provide, you would be asked to pay £50, calculated on the basis of a waiver for the first £100 and 10% of the remaining £500. 

Where it would cost more than £600 to provide the information to you, however, we will ask you to pay the full cost of providing the information, with no waiver for any portion of the cost.

Other Formats

If you would like to request information that we publish in a format other than online, or arrange a visit to one of our offices to view information, please contact our Customer Service Centre on 0800 131 3348.

How to make a request

To make a request for information, use the button below to visit our Freedom of Information (FOI) Scotland Request Form

Freedom of Information (FOI) Scotland Request Form

Information that we cannot publish

Whilst we will try to make all of the information we have detailed available, in rare cases there may be some information that we cannot make available.   For example, sometimes if we were to publish certain [committee/board] minutes, it could reveal personal details about an individual.  This would be a breach of Data Protection legislation if we were to do so.   When this is the case, we will remove any personal details before publication and highlight where and why we have done so.

For how long will information be published?

We aim, where possible, to publish information for at least the current and previous two financial years. We will clearly mark which version of the information is current and which is previous.

Copyright and re-use

Where we hold the copyright on our published information, the information may be copied or reproduced without formal permission, provided that:

  • It is copied accurately
  • It is not used in a misleading context
  • The source of the material is identified

Contact us

If you have any queries about anything contained within this Guide to Information, or if there is some information that you cannot find that you would like to access, please contact our Customer Service Centre on 0800 131 3348.

Information about Sanctuary Scotland, who we are, where to find us, how to contact us, how we are managed and our external relations.

Descriptions of who we are

Information Where to access
Mission Statement

Sanctuary Group's mission and behaviours

Vision and Values

Sanctuary Group Business Plan (PDF 3.2MB)

Sanctuary Scotland Annual Report 2018/2019 (PDF 4.2MB)

See also Sanctuary Group: About us page

Corporate Objectives See link to Annual Report above
Area(s) of operation Sanctuary Scotland
Key activities; strategic/corporate plan(s)

Sanctuary Scotland Ops Plan (PDF 121KB)

Appendix 1 - see Sanctuary Group Business Plan above

Appendix 2 - Values Key Actions (PDF 106KB)

Appendix 3 - Key Performance Indicators (PDF 27KB)

Appendix 4 - PEST Analysis (PDF 143KB)

Business Plan (or summary)

See Sanctuary Scotland Ops plan and Sanctuary Group Business Plan links above.

Customer Code/Charter

Customer Contact, Complaints Handling and Compensation Policy (PDF 151KB)

Sanctuary Scotland Tenants Handbook (PDF 898KB)

 

Location and opening arrangements

Information Where to access
Address Details of our local offices, including addresses and opening times can be found on our Local to you pages
Telephone number and email address for general enquiries You can reach our Customer Service Centre by: 
Opening times Details of our local offices, including addresses and opening times can be found on our Local to you pages
General contact arrangements For general enquiries you can visit our Get in touch page
Local/area office contact details Details of our local offices, including addresses and opening times can be found on our Local to you pages
Contact details for making a complaint

Making a complaint to Sanctuary Scotland

 

Information relating to Freedom of Information

Information Where to access
Publication Scheme and Guide to Information This webpage
Charging Schedule for Published Information This webpage
Contact details and advice on making an FOI request This webpage
Freedom of Information policies and procedures

Freedom of Information (Scotland) Policy (PDF 45KB)

Freedom of Information (Scotland) Procedure (PDF 67KB)

Appendix 1 - SFHA - Open All Hours (PDF 1.1MB)

Charging schedule for environmental information provided in response to requests made under EIRs This webpage

 

About our Governing Body

Information Where to access
List of Governing Body Members

Sanctuary Scotland Board of Management

Description of the role of the Governing Body

See above link to Sanctuary Scotland Board of Management.

See also:

Scotland Tenant Participation Strategy (PDF 3MB) 
Governance Structure Chart: p6
Remits for Group: Section 4.5

How to become part of the Governing Body

Ways to get involved with Sanctuary Scotland and provide feedback

See also above link to Sanctuary Scotland Board of Management for details on how to become part of the Governing Body.

 

About our staff

Information Where to access
List of senior management team, including professional biography and contact details Senior Management Team page
Organisational structure Sanctuary Scotland Organisational Structure (PDF 26KB)

 

Governance Documents and Corporate Policies

Information Where to access
Rules/Articles

Rules of Sanctuary Scotland Housing Association Limited (PDF 386KB)

Standing Orders

Sanctuary Scotland Standing Orders (PDF 183KB)

Membership Policy Group Membership Policy (PDF 49KB)
Code of Conduct for Staff Sanctuary Group Staff Handbook (PDF 3.5MB)
Code of Conduct for Governing Body Members NHF Code of Conduct (PDF 681KB)
Entitlements, Payments and Benefits Policy (or equivalent, including arrangements for payments for expenses and subsistence)

Travel, Subsistence and Expenses Policy (PDF 39KB)

Gifts, Hospitality and Legacies Policy (PDF 43KB)

Register of Interests Declaration of Interests register 2019-2020 - Board of Management (PDF 90KB)
Equalities Policy

Fairness for All equality scheme 2019-2021 (PDF 1MB)

Health and Safety Policy

Health and Safety Policy (PDF 174KB)

Fire Safety Management Policy (PDF 45KB)

Sustainability Policy Not held

 

Our relationship with Regulators

Information Where to access
Engagement plan with Scottish Housing Regulator Sanctuary Scotland Housing Association Ltd: Engagement Plan (PDF 410KB)
Assurance Statement 2019 Sanctuary Scotland Assurance Statement (PDF 268KB)
Annual Return on Charter Submission to SHR Annual Return on the Charter (ARC) 2018-19 (PDF 338KB)
Financial Returns to SHR 5 Year Financial Return to SHR (Excel 83KB)
Charter report to tenants

Annual Report to Tenants 2019 (PDF 2.7MB)

Internal and External Audit arrangements Sanctuary Group Annual Report 2018/2019 (PDF 3MB)

 

Group Details

Information Where to access
Details of our subsidiaries/parent organisation

Sanctuary Group: Our organisation page

 

Key Partnerships

Information Where to access
Strategic agreements with other organisations

Nominations & Section 5 Referral Agreement with Renfrewshire Council (PDF 4.5MB)

Homeless Duty Protocol - Glasgow City Council (PDF 4.7MB)

CHR Partnership Agreement (PDF 96KB)

How to use our services

Information Where to access
List of services provided

About us page

Information for residents page

How to report a repair Report a repair page
Right to Repair information

Right to Repair - Scotland only (PDF 29KB)

How to apply for a house Find a home page
How to get information about tenancy support

Tenants Handbook (PDF 898KB)

Get in touch page

How to make a complaint

See our Get in touch page link above

Our complaints process (PDF 61KB)

How to speak to a housing officer See our Get in touch page link above
How we consult with tenants and other customers to inform and improve service delivery and develop new services Have your say and get involved page

 

Policies and procedures

Information Where to access
Allocations Policy
Adaptations Policy and Procedure
Anti-Social Behaviour Policy

Anti-Social Behaviour and Harassment Policy (PDF 101KB)

Asbestos Management Procedure

Asbestos Management Procedure (PDF 138KB)

Arrears Management Policy

Income Management Policy - covering Arrears Management (PDF 138KB)

Asset Management Policy (including stock condition information)
Customer Care Policy and Procedure

Customer Contact, Complaints Handling and Compensation Policy (PDF 151KB)

Customer Contact, Complaints Handling and Compensation Procedure (PDF 540KB)

Data Protection Policy and Procedure

Data Protection Policy (PDF 55KB)

Data Protection Procedure (PDF 172KB)

Appendix 1 - Data Breach - Investigating and Reporting Flowchart (PDF 41KB)

Appendix 2 - Responding to a Request for Personal Information - DSAR Flowchart (PDF 151KB)

Environmental Information Regulations Policy (EIR) See Freedom of Information (Scotland) Policy (PDF 45KB)
Equality and Diversity Policy

Equality and Diversity Group Policy Statement (PDF 164KB)

Estate Management Policy and Procedure

Housing Management of Estates Policy (PDF 52KB)

Estates Management Group Procedure (PDF 122KB)

Health and Safety Policy and Procedures
Legionnaires Inspection/Prevention Policy

Legionella Management Procedure (PDF 188KB)

Procurement Policy

Procurement Policy (PDF 48KB)

Risk Management Approach

Risk Management Approach (PDF 50KB)

Rent Setting Policy

Part of the Income Management Policy (PDF 138KB)

Repairs Policy
Sustainability Policy Not held
Tenant Engagement Policy Sanctuary Scotland Tenant Participation Strategy 2019-2022 (PDF 3.1MB)
Tenancy Sustainability Policy

Tenancy Management Policy (PDF 94KB)

Governing Body Meetings

Information Where to access
Governing body meeting minutes

The next Scotland Board will be held on the 10th December 2019. The agenda, reports and minutes for this board will be published once approved.

Governing body meeting reports/papers

The next Scotland Board will be held on the 10th December 2019. The agenda, reports and minutes for this board will be published once approved.

Governing body agendas

The next Scotland Board will be held on the 10th December 2019. The agenda, reports and minutes for this board will be published once approved.

Consultation and Participation

Information Where to access
Tenant Participation Strategy

Sanctuary Scotland Tenant Participation Strategy 2019-2022 (PDF 3.1MB)

Consultation reports noting the outcome of any recent consultations with tenants/others

Consultation on Proposed Annual Rent Increase Report (PDF 99KB)

Appendix 1 - Individual Responses to Proposed Rent Increases (PDF 168KB)

Appendix 2 - Responses Received since Report Prepared (PDF 66KB)

Appendix 3 - Other Proposed Rent Increases 2019 (PDF 39KB)

Outcome of Rent Increase - Header (PDF 31KB)

Rent Increase History - Appendix 2 (PDF 16KB)

National Residents Review Panel composition

The National Residents Review Panel currently has 10 participants representing tenants, garage tenants and Sanctuary homeowners. This also includes one participant who is a former - tenant but acts as a critical friend for the Panel. Participants attend from all Scotland Regions: West, Central and North East.

Registered Tenant Organisations Not applicable

Information about our strategy for, and management of, financial resources (in sufficient detail to explain how we plan to spend public money and what has actually been spent).

Information about our accounts and budgets

Information Where to access
Description of funding sources

5 Year Financial Return to SHR (Excel 83KB)

Audited accounts

Sanctuary Group Annual Report and Financial Statements (PDF 3MB)

Budget policies and procedures

Financial Regulations - Scotland (PDF 352KB)

Budget allocation to key service areas

Refer to 5 Year Financial Return to SHR above

 

Our programme of work and projects

Information Where to access
Brief details of any project funding and how it's being spent

To be published in the next 12 weeks

Capital works programme/plans information (annual programme figure) Refer to 5 Year Financial Return to SHR above

 

Spending relating to Staff and Governing Body

Information Where to access
Expenses policies and procedures

Travel, Subsistence and Expenses Policy (PDF 39KB)

Travel, Subsistence and Expenses Procedure (PDF 102KB)

Senior staff/governing body member expenses at category level e.g. travel, subsistence and accommodation

Sanctuary Scotland Amalgamated Expenses (PDF 68KB)

Board member remuneration other than expenses Please see the Sanctuary Group Annual Report and Financial Statements (PDF 3MB)
Pay and grading structure (levels of pay rather than individual salaries)
Pay bands Number of employees
Below £10,000 3
Between £10,000 and £20,000 30
Between £20,000 and £30,000 82
Between £30,000 and £40,000 93
Between £40,000 and £50,000 8
£50,000 or above 12
Overall 228

 

General information about staff pension scheme Sanctuary Scotland Housing Association automatically enrols all staff into a qualifying pension scheme in accordance with legislative criteria and requirements. This is the Sanctuary Group Retirement Saver (SGRS) which is currently provided by Scottish Widows. This is a contract based scheme which means that the relationship is between the member and Scottish Widows. Once staff have been enrolled or opted into the SGRS, Scottish Widows will send members an information pack and login details to access their personal online account. Contributions will be paid into each member's personal pension pot from the member and Sanctuary - member contributions are deducted from payroll and paid across by Sanctuary. Tax relief is claimed by Scottish Widows and is also added to the member's personal pension pot. If a member of the SGRS leaves Sanctuary Scotland Housing Association prior to retirement, Scottish Windows will contact the member to ask what they wish to do with their pension pot (e.g. continue to pay into it, transfer the pot to another pension provider etc.). At retirement, Scottish Widows will outline the options availale to members to access their pot (e.g. buy an annuity, take a lump sum etc.).

Human Resources

Information Where to access
Strategy and management of human resources

Not held

Staffing structure

Sanctuary Scotland organisational structure (PDF 26KB)

Human resources policies and procedures, covering:

  • recruitment
  • performance management
  • salary and grading
  • promotion
  • pensions
  • discipline
  • grievance
  • staff development
  • maintenance and retention of staff records
Trade Union information Not applicable
Summary of professional organisations/trade bodies of which we are a member

Sanctuary Scotland is a member of the following professional organisations:

  • Scottish Federation of Housing Associations (SFHA)
  • Chartered Institute of Housing (CIH)

 

Physical Resources

Information Where to access
Management of our land and property assets, including environmental/sustainability reports

We have office protocols in place outlining responsibilities of staff operating out of the offices, including opening and closing, security, managing visitors and reporting repairs. Our Assets Team manage the annual investment to our office portfolio to ensure it remains fit for purpose and is well-maintained.

Our Scotland offices are based at:

  • Priesthill, Glasgow
  • Anderston, Glasgow
  • Turnberry Avenue, Dundee
  • Fleming House, Cumbernauld (leased office)
  • Donside, Aberdeen

Our Energy Team manage the energy ratings of our buildings and any works completed will ensure the energy performance of a property continues to improve in line with any recommendations.

Estates Development Plan (Excel 431KB)

General description of our land and property holdings

General description of land and property holdings (PDF 51KB)

Estate development plans

Asset Management Strategy (PDF 9MB)

 

Information Resources

Information Where to access
Records management policy and records management procedure, including records retention schedule

Content and Records Management policy (PDF 41KB)

Data protection or privacy policy and procedure

Data Protection - Group Policy (PDF 55KB)

Data Protection - Group Procedure (PDF 172KB)

Appendix 1 - Data Breach - Investigating and Reporting Flowchart (PDF 41KB)

Appendix 2 - Responding to a Request for Personal Information - DSAR Flowchart (PDF 151KB)

Information about how we procure works, goods and services, and our contracts with external providers.

Our Contractors and suppliers

Information Where to access

Information about our key service delivery contractors who carry out:

  • responsive repairs
  • landscape maintenance
  • planned/cyclical maintenance
To be published in the next 12 weeks
List of suppliers and contractors used by organisation (provided to staff under our Entitlements Payments and Benefits Policy)

To be published in the next 12 weeks

Information about regulated procurement contracts awarded (value, scope, duration)

See below Register of Contracts Awarded

 

Our Procurement

Information Where to access

Procurement policy and procedures

Procurement Policy (PDF 48KB)

Information on how to tender for work and invitations to tender

Sanctuary Group procurement information

Register of contracts awarded which have gone through formal tendering, including name of supplier, period of contract and value

Sanctuary Group Register of Contracts Awarded - September 2019 (PDF 40KB)

Links to procurement information we publish on Public Contracts Scotland website See Public Contracts Scotland website
Framework Agreements See above Register of Contracts Awarded
How to supply Sanctuary See above Sanctuary Group procurement information

Information about how we perform as an organisation, and how well we deliver our functions and services.

Information Where to access

Annual Report

ARC report to tenants

Performance Standards/indicators
Benchmarking information
Complaints policy, guidance and forms Customer Contact, Complaints Handling and Compensation policy (PDF 151KB)
Complaints reports or equivalent to show how complaints are handled and influence service delivery (aggregate reports rather than individual outcomes)
  • See above Annual Return on the Charter
Tenant scrutiny reports

NRRP - Action points from meeting 26.09.19 (PDF 70KB)

NRRP - Action points from meeting 06.11.19 (PDF 47KB)

Information packages and made available for sale on a commercial basis and sold at market value through a retail outlet e.g. bookshop, museum or research journal.

This class of information is not applicable to Registered Social Landlords.

Open data made available by us under the Scottish Government's Open Data Resource Pack and available under open licence.

This class of information is not applicable to Registered Social Landlords.