SOUTH
3
Gordon Perry Chief Executive @GordonPatAccent
FOR
THE PRICE
OF 1
I’m delighted to introduce Accent Housing… From 1 August, you are now an Accent Housing resident. Accent Housing is now our one landlord, following the joining of Accent Nene, Accent Peerless and Accent Foundation.
As an Accent Housing resident you’ll notice very little difference. There are no changes to your tenancy agreement, your rights and responsibilities, the service you receive or even the way you pay your rent, so you don’t have to do, or worry, about anything. Technically, apart from the name and our work behind the scenes, there are no obvious changes. Accent Housing is still a charitable housing association. We are still regulated by the Homes and Communities Agency, and we will continue to serve our main purpose – to provide housing and services for the people who need them.
Why change to Accent Housing? We have been working together operationally for three years, but to join legally into one organisation means we can improve the services we deliver to you even more. We will provide better value for money
services, operate much more efficiently, invest more in your homes and build more new homes. All this comes without a price tag, losing sight of who we are or changing the way we deliver services to you.
Explaining our plans We announced our plans on our website in February, then wrote to Accent Nene and Accent Peerless residents personally, as they are most affected by the change. It was great to see that 63% of you supported our proposals, with only 3% against. Generally, if you were against, it was because of worries about Accent getting too big or changing for the sake of it – which is definitely not the case. The remaining 34% of you asked for more details, or had queries about individual tenancies. We have written to those of you who raised concerns.
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As an Accent Housing resident the only change you will see is a good one – a new and improved Accent. We’ll do just what we say on the tin! We’ll continue to provide housing and better value for money services and build more badly needed homes.
If you have any questions please contact us, details are on page 8.
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Sign up to Direct Debit and you could win £1000 Andrew Williams Customer Services Director @accentcmy
One lucky resident could be celebrating a ‘grand’ win simply by changing the way they pay their rent. We have teamed up with Bacs Payment Schemes Limited (Bacs), the organisation behind Direct Debit in the UK, in a national campaign to encourage residents to take advantage of the convenience and ease of Direct Debit.
To be in with a chance of winning, all you have to do is sign up to pay your rent by Direct Debit by 28 October, either by returning a completed Direct Debit Instruction form by post, signing up to Direct Debit online at www.accentgroup. org, or calling 0345 678 0555 to arrange payment over the phone. Direct Debit is the most efficient way for us to process your rent
payments and the money we can save can be used to benefit residents in other ways. It’s the best way for you to pay as, once it is set up, payments are automatic so there is no need to worry about falling into arrears. It would be great to see an Accent resident win one of the £1,000 prizes. Switch to Direct Debit to be in with a chance.
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
Smoke Alarms and Home Safety Checks Neil Cox Director of Repairs and Maintenance @neilcox84
Most people are aware of the dangers of fire in their home, but often think it won’t happen to them. Sadly, it can happen to anyone. Most house fires can be prevented by taking a little more care to reduce risks. For example, not overloading sockets, putting cigarettes out properly and being careful with candles. In many cases, tragedy and damage could have been avoided if smoke alarms had been fitted, and were tested and working properly. This is why we fit smoke alarms free of charge in all our rented properties. If your home doesn’t have a smoke alarm, or it does and you don’t think it is working properly, please contact us. Be safe in your home.
Free Home Safety Checks You, or someone you know, could be eligible for a FREE home fire safety check. To arrange a home fire safety check contact your local fire service via www.fireservice.co.uk/information/ukfrs. Visits can be carried out by operational firefighters so don’t be surprised if a fire engine arrives at your home! All fire and rescue staff who visit your home will carry photo identification. Please make sure you ask to see it.
@ CONTACT US SEE PAGE 8
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Taking your Health and Safety Seriously Jenny Conroy Compliance and Standards Manager @accentcmy
Our health and safety leaflets (and all our customer leaflets) are available to view and download on our website www.accentgroup.org/customer-publications. Our health and safety leaflets in particular explain our responsibilities as your landlord, and provide guidance on how you can protect you and your family from risks in your home. If you would like a copy of any of our leaflets, please contact us.
Gas Safety
Why we require gas safety checks and why we use ‘Gas Safe’ contractors. What happens if we do not get access to carry out a check. What to do in case of an emergency.
Health and Safety and Energy Efficiency How to prevent accidents in your home with some simple safety rules. How to save energy and reduce your bills.
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ACCENT NEWS
Asbestos
Why asbestos may be in your home and where it could be. What we are doing about asbestos.
Water Hygiene
Legionnaires’ disease – who’s at risk, what to do if you think you have it, what we do to control the risks and precautions you can take.
What to do if you are thinking about decorating or improving your home.
Condensation
What causes condensation and tips on how to reduce it. The difference between damp, rising damp and penetrating damp.
Fire Safety
Our responsibilty to fire safety in homes where we have communal areas. How we comply with current fire safety standards.
Home Improvements Neil Cox Director of Repairs and Mainetance @neilcox84
Our aim is to provide you with a reliable, effective and speedy repairs and home improvement service. Over 91% of you were happy with our repairs service last year. 94% of all repairs were fixed first time and 94% of all repair appointments were kept. We have a yearly home improvement programme, but it is not always possible to improve every home each year. Our programme is based on the age and condition of the appliances and components in your homes. They are replaced when they reach certain ages as part of the ‘Accent Standard’. The standard applies across all homes for a fair and consistent service. • Bathrooms replaced every 35 years. • Kitchens replaced every 25 years.
We will be investing ÂŁ9.5M across Accent this year on the following improvements: Region
Bathrooms
Kitchens
Electrics
Doors/windows
Heating systems
Roofs
North East
123
91
1
117
37
1
North West
290
448
9
44
66
1
Yorkshire
171
229
2
93
265
3
Accent Nene
91
45
1
25
108
1
Accent South
146
193
2
52
426
19
If your home is due for an improvement, we will contact you before work is due to start. If you have any questions about our improvement programme, or to find out if your home is due an improvement, please contact us.
@ CONTACT US SEE PAGE 8
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Estate Inspections Update Matt Cobb Housing Manager
Since April, our housing officers have been identifying and arranging work that needs to be done through estate Inspections.
We will also be providing new mats at the entrance to the blocks of flats in Esher Road. If there is any work you think could be carried out to improve the area you live in, please contact your housing officer. Better still, why not come out and see them on their estate inspections? They always like to meet residents face-to-face, especially if they haven’t met you before.
So far, this has included: Re-painting the car parking lines in Esher Road and Deanside. Carrying out tree work in Mitcham Road. Clearing a piece of land in Sutton Road and then fencing it off (as it had become a dumping ground for rubbish).
Rubbish Removal Service
Surrey Heath Fire Service
Matt Cobb
Holly Sheppard
Housing Manager
Tenancy Sustainability Manager
In our last issue, we said we had seen an increase in the amount of rubbish and household items that are being dumped in the bin stores and communal areas.
Over the past six months, we have been working with Surrey Heath Fire Service to carry out home fire safety visits.
Unfortunately, this shows no signs of stopping and our caretaker is spending a lot of time clearing rubbish. We will pass these costs onto you, so please contact us if you see, or you know, who is doing this. We still offer a rubbish and unwanted items collection service. However, as we currently only have one caretaker, it could take up to two weeks before items are collected.
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ACCENT NEWS
If you are contacted by the fire service, it is because they want to make an appointment to see you. If you have any concerns about how genuine the visit is, please contact your housing officer. Fire service officers should carry identification and will be happy to show it to you, so if you have any doubt, please contact us. If you would like to benefit from one of these visits, please contact your housing officer who will help to arrange one.
Allpay Kiosk Update
Windle Valley Youth Project
Robert Mills
Holly Sheppard
Regional Housing Director
Tenancy Sustainability Manager
The Allpay kiosk in our Camberley office is no longer available for you to pay your rent.
The Windle Valley Youth Project works with young people (11-18) living in Surrey Heath.
You can pay your rent by Direct Debit (check out the prize draw on page 2) or on-line at: www.allpayments.net. If you want to pay by cash or cheque, you will need to pay at the post office or one of the PayPoints in Camberley town centre, using your swipe card.
Working alongside people in youth clubs, youth cafes, courses, events, and through mentoring and advocacy, the project helps young people aged 11-18 in Surrey Heath ‘achieve their dreams’.
We will only accept cash payments in the office in exceptional circumstances.
Check out their website to see if you, a family member or friend could benefit from any of their services: www.wvyp.org.uk
Changes to the housing team Matt Cobb Housing Manager
Since our last issue, we have made a few changes to the housing team. Sandrine Delbecque is now job sharing with Zoe Miles. Sandrine previously worked in our local contact centre and allocations team. She is job sharing with Zoe, working on the Old Dean. Zoe is working Monday, Tuesday and Wednesday morning, and Sandrine is covering the patch for the rest of the week. Ida Horner is also returning to her housing officer role as her temporary role as home ownership officer comes to an end. She has taken over from Eamon from Eamon McLoughlin, who left us at the end of May. Ida will manage our homes and services in Frimley, Frimley Green, Mytchett and Deepcut. @ CONTACT US SEE PAGE 8
Ida
Horner
Sandrinuee Delbecq
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Considering a move to another part of the country?
You may not know but we are a national housing association, not just based in Surrey and the South East. We also have homes around Peterborough, West Yorkshire, Lancashire and the North East. Some of our homes are available to move into now. If you are interested in moving to a different part of the country, please contact us, it could be a whole new start.
ACCENT PROPERTIES
Ms Emosa lived in temporary accommodation in Surrey. She has recently moved to a two bedroom house in Easington Village in the North East. We worked with the homeless team at Surrey Heath Council, and our colleagues at Accent North East to arrange the move. One of our Middlesbrough based housing officers was there to welcome Ms Emosa on the day she arrived with her son and the removal van – and she even helped her unload. That was a few weeks ago and the housing officer has since been back to see Ms Emosa to see how things are. It’s been a big change for her but her home is looking nice, her son is registered in the local primary school, where he is settling in and making friends, and Ms Emosa is looking for work. She is starting to feel settled and looking forward to the new start in a new area.
CAMBERLEY
If you want to move to another area, please contact us, we could have a home waiting for you…
Ready, steady, go! An intrepid team of Accent cyclists took part in a 130 mile bike challenge in June along the Leeds and Liverpool Canal to raise money for local charities. The journey took two days and despite some aching limbs and saddle soreness they were able to raise over £3000, returning to work with a smile despite a few falls along the way!
STAY IN TOUCH! Address: 1 Pembroke Broadway Camberley, Surrey GU15 3XD
Social media: Telephone: @accentcmy 0345 678 0555 /accentcmy 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