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Survey of Tenants and Residents 2016 (STAR)
Of the 21 questions in total, seven were ‘core’ questions. These are the main questions most housing associations ask so they can compare results with each other. Of these, four had higher results than last year, two had the same and one had lower results.
Customer Services Director @accentgroupltd
WHAT’S INSIDE
Earlier in the year, we invited over 9,000 residents to take part in the annual survey of tenants of residents (STAR). We received 3,163 responses. Getting such a good response means we can be reasonably sure we have results which generally represent your views.
Andrew Williams
Save money on your energy bills page 2
These are our main results: Just over 8 out of 10 residents are satisfied with the overall services we provide. 8 out of 10 residents are happy with the quality of their home. A similar number are happy with their area as a place to live.
Help with fuel costs this winter page 3
Over 8 out of 10 residents think our service has either improved, or remained the same, over the last 12 months. Nearly 9 out of 10 residents are happy with the service they receive when they contact us.
Stay safe this Christmas page 4
We asked residents to tell us which three things were most important to them. Over half said repairs and maintenance. 4 out of 10 said the overall quality of their home. We also asked residents if they would like to buy their home under the Government’s right to buy scheme. 26% said yes, 63% said no and 11% were unsure. We will be closely focussing on those areas which you told us were important so we can further improve them and your satisfaction as a result. Thank you to everyone who took part.
Introducing ‘The Hub’ page 6
Save money on your energy bills Andrew Williams Customer Services Director @accentgroupltd
There are now more competitive energy deals than ever before, so it could be a good time to switch to a new provider. Figures from Energy UK show that 1.3 million customers moved from a large to a small supplier during the past 12 months – 41% of all switches. So many new small suppliers coming into the market has led to more competitive deals which you can take advantage of to lower your energy costs.
We are working with a charitable agency to help you find out about the possible savings you could make. This year 183 households swapped to better deals, saving an average of £210 per household. Talk to your housing officer for more information. For a quote, call 01733 646 253 or visit the website www.greenenergyswitch.co.uk. You’ll receive free advice and guidance on where you may be able to make savings.
My Home Contents Insurance Accent does not insure the furniture and personal items you have in your home, that is your responsibility. However, we have teamed up with the National Housing Federation to bring you the ‘My Home’ contents insurance scheme to make it as easy and affordable as possible. Some of the benefits include: No yearly commitment, pay-as-you-go. Fortnightly, monthly or annual payments. No excess on any claims. No minimum home security requirements. Ask us for your free application pack or contact ‘My Home’ on: T: E: W:
0345 450 7288 myhome@thistleinsurance.co.uk www.thistlemyhome.co.uk
The National Housing Federation My Home Contents Insurance Scheme is a product name arranged and administered on behalf of the National Housing Federation by Thistle Tenant Risks. A trading style of Thistle Insurance Services Limited. Lloyd’s Broker. Authorised and Regulated by the Financial Conduct Authority. A JLT Group Company. Registered Office: The St Botolph Building, 138 Houndsditch, London, EC3A 7AW. Registered in England No 00338645. VAT No. 244 2321 96. The National Housing Federation is an Appointed Representative of Thistle Insurance Services Limited.
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ACCENT NEWS
Help with fuel costs this winter If you are over pension credit age (born before 6 May 1953) you can claim the Government’s winter fuel payment. You will receive between £100 and £300 if you qualify, depending on your age and circumstances. Payments are based on households not individuals, so, if you live with someone else who can also claim it, the payment will be split between you. If you get a state pension, pension credit or certain other benefits, you should get the payment automatically. If you haven’t had a payment and think you’re entitled to one, contact the Winter Fuel Payment Helpline on 0345 915 1515. Cold weather payments are made when the temperature falls below 0°C for seven days in a row. They are meant to help people on a low income with their fuel costs. You could qualify if you receive pension credit or certain other benefits, but not if you live in a care home). £25 would be paid each time the average temperature falls below 0°C for seven days in a row. If you’re entitled to the payments, you should receive them automatically. Find out more about cold weather and winter fuel payments by visiting: www.gov.uk Source: www.independentage.org
Talking to ‘you’ about what matters
In our last survey 84% of you thought Accent News was either ‘very or fairly informative’. Despite this high figure we often get asked to include features which are more ‘local’ or ‘relevant’. This can be difficult when we are producing a newsletter for all our residents across the whole country, but we are looking at ways to help us achieve this. We don’t have any definite plans just yet, but in future, we might not produce a newsletter for everyone, we might choose to send you letters, notices or leaflets or in some cases an email instead. We’ll keep you updated and ask for your views on any new ideas on The Hub, see page 6.
@ CONTACT US SEE PAGE 8
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Overcrowded? Fancy a change of scene? If the answer is ‘yes’, we may be able to help. We have different sized homes available in Yorkshire, Lancashire, Middlesbrough and the surrounding areas. For more details, please contact us, or view the homes on our website: www.accentgroup.org/find-a-home We will help you with relocation costs and with settling into your new area.
New s propertie added daily
Have a look today and see where you could move to…
Stay safe this Christmas We want you to have a great festive season, but the facts show that we are more likely to be involved in house fires at this time of year than at any other. Following these tips could help you stay safe:
• Make sure your Christmas tree lights are safe and always switched off when you leave the house or go to bed. Don’t overload electric sockets or extensions. • Never have candles near your Christmas tree or furnishings and never leave burning candles unattended. • Have a fire escape plan and make sure everyone knows what to do. • Never leave cooking unattended. • Make sure your cigarettes and cigars have completely gone out, and never smoke in bed. • Don’t store anything that can catch fire near a heat source.
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ACCENT NEWS
Rekindling community spirit in North Ormesby We were approached by Jan Ryles, a member of the local tenancy scrutiny group and one of our tenants in North Ormesby. She had been talking to someone about times gone by when people came out on the streets to talk to each other. Jan felt all the community spirit had gone from North Ormesby, so she came up with an idea of an alley make over. Involving Tenancy Sustainability Manager Michael Fishwick, they worked together to bring it to life. Jan worked with the parish council and the community council to get donations of planters, plants and hanging baskets. Through its youth project, Cornerstone built benches and large planters to go in the yard and we contributed to the plants. Keepmoat cut down a weed that had grown into a tree. They also bought extra compost for the planters and helped to put up the hanging baskets. Everyone came together to make it great day. Several residents joined in and helped make their own planters it was really nice to see the children getting involved and promising to help look after the plants in the future.
Ladysmith Court Action Day On our Ladysmith Court (Stanley) Action Day, we worked with Keepmoat (our repairs contractor) to provide children’s activities, food, DIY skills sessions, a coffee morning and skips for getting rid of anything unwanted. Our aim was to have an event where residents could talk to us and Keepmoat about any concerns they had, suggest improvements and discuss the services and support we offer. Keepmoat promoted their employment and training opportunities and offered residents the chance to learn DIY skills such as wallpaper hanging. Resident Sue Butler told us “I learnt so much from the skills session. It was really useful to actually see wallpaper being hung and to be given a step by step guide” @ CONTACT US SEE PAGE 8
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We’re getting engaged with you…
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Do you agree there should be one lettings standard across Accent so that, no matter where you live, your property will be let in the same condition as everyone else’s? 95% Yes 5% No
In a recent survey, we asked a sample of residents’ three questions about our new repairs and maintenance service, which will launch in September 2017. We received over 1,000 replies and they showed firm support for our new service standards.
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Thank you to everyone who took part. We will be in touch before our new repairs and maintenance service launches to let you know how it will improve your repairs service.
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Do you agree there should be two repair priorities – emergency and all other repairs? 89% Yes 11% No
We won’t arrange times for emergency repairs, but aim to respond to them within four hours. We’ll aim to complete all other repairs within an average of six working days, agreeing an appointment with you first. We are proposing a simple AM/PM repairs appointment system each day, Monday to Friday. Do you agree and do you have any suggestions? 89% Yes 11% No Comments around operatives calling ahead of repair visits have also been added into the new service offer.
Introducing The Hub The Hub is a new and exciting way in which you can work with us to improve services locally and nationally. With The Hub, you can give us your views on your home and neighbourhood and the services we provide. Your views will help us to better understand your needs and priorities and will influence our decisions. The Hub will host regular surveys, polls and questionnaires. You will be able to view comments as they are made, and we will be able to show how your opinions have improved your services. We also want to use The Hub to ‘recruit’ 500 residents from all walks of life across Accent who we can regularly consult with about a number of things. You do not need to have any experience in ‘resident engagement’ to join the Accent 500, and you do not have to take part in every survey or consultation – but we need you to be able to represent the interests of all Accent residents. For more information, please visit www.accentgroup.org 6
ACCENT NEWS
Can you smell gas? Do you think you’ve got a leak?
Here’s what you need to do… Act fast but stay safe. Don’t smoke, light matches or cigarette lighters, or turn light switches or anything electrical on or off. Put out any naked flames such as candles, open all doors and windows and turn off your gas supply at the meter. (There is usually a large lever to turn off your gas, but check with us if you can’t see one or you’re not sure). Leave your supply turned off. Our contractor will turn it back on once a full check of the system has been done. Call us on 0345 678 0555 and we will contact the National Gas Service Emergency line on your behalf and arrange for a gas engineer to attend. National Gas Service Emergency Line:
0800 111 999
Carbon Monoxide We fit a carbon monoxide detector in all our homes which burn any carbon based fuels. Carbon monoxide (CO) is made when carbon based fuels, (like gas, oil, wood and coal) don’t burn properly. It is a highly poisonous gas that you can’t see, taste or smell. It’s really important to make sure your appliances are fitted properly and checked regularly. The detector will let you know straight away if there’s a carbon monoxide leak. It’s a good extra precaution, but it shouldn’t replace having your appliance(s) fitted and checked by a Gas Safe engineer. Never move your detector. If the alarm sounds, it is trying to tell you something (even if it’s only to replace the batteries). If you think you might have a carbon monoxide leak, or your detector goes off, switch off your gas appliances and don’t use them again until an approved engineer has checked them. Open all your doors and windows and get some fresh air. Call us and we will arrange for a gas engineer to attend and check the gas appliances. We will repair any appliances we own, but we are not responsible for equipment we do not own.
Power companies across the UK have joined forces to launch a direct, free, nationwide emergency number for your local electricity network operator. By calling 105, you can report a power cut, get information on one and report damage to power lines and substations. The new number should mean problems are fixed more quickly and calls do not go to the wrong place. Keep a note of ‘105’ just in case you ever need to call. www.powercut105.com @ CONTACT US SEE PAGE 8
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Are your bills mounting up? Do you struggle to make it through to pay day? Are you struggling to pay your rent? We can help… Our tenancy sustainability officers can help you budget, make sure you are getting the right benefits, or direct you to other organisations which can help. This year, our support has helped nearly 1,000 residents stay in their homes, pay their bills and pay their rent. We have also generated over £220,000 for those residents in extra income – around £200 per person. One family were at risk of losing their home because of serious rent arrears of over £1,500. With our help, they reduced the debt, appealed against their cancelled Housing Benefit and Employment and Support Allowance, and opened a basic bank account. We also helped them with a new budget to cover their household bills. The family is still in their home and the debt is reducing. It’s a great result. If you are struggling, or thinking about leaving us please get in touch. We want to help people keep their home.
We had a great day at The Oaks summer event in September… We wanted to bring the Hemlington community together, offer advice and have a fun day, with any proceeds going straight back into the community. All residents were invited and we had a great turnout – not just residents, but their families and members of the local community. Housing officers Hannah MacTaggart and Jo Caveney, Tenancy Sustainability Officer Vicki Grey and Scheme Caretaker Chris Brightman were on hand to discuss any issues. Esh Property Services arranged a raffle and Keepmoat helped residents make a name plaque and bird feeders. Residents sold home-made cakes, crafts and jewellery. We also had talks from the local fire service and Dogs Trust, and enjoyed some novelty balloon making from a local entertainer.
Finally, one last thing to remember… It may seem a strange thing to ask you, but please make sure that paying your rent is on your Christmas to-do list this year. We know money can be tight around Christmas with extra pressures on household budgets, but, making sure you have paid your rent will give you peace of mind and you can relax and enjoy the festive season! If you are struggling to pay your rent now, or at any time of year, please call us on 0345 678 0555. We’re here to help,
STAY IN TOUCH! Address: 202 Linthorpe Road Middlesbrough TS1 3QW
Social media: Telephone: @accentmb 0345 678 0555 /accentmb Email: customerservices@accentgroup.org
www.accentgroup.org
Our contact centre is open from 8am to 8pm, Monday to Friday, and from 8am – 12pm on Saturday