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Andrew Kidds Head of Customer Contact @Andkidds_Accent
Customer Portal Since the launch of our customer portal, almost 3500 of you have activated your personal accounts.
If you haven’t already accessed your account, or you’ve misplaced your username or password, please contact us. Those of you who have already activated your accounts will know how simple and easy the service is to use.
You can report and view repairs, make payments and access your rent accounts. Visit https://login.accentgroup.org today to make the most of our online service.
Claire Stone Executive Director of Communities & Assets @claires1965
Repairs and maintenance contracts for 2016 In our last issue, we mentioned we were aiming to appoint new contractors to deliver your repairs and property maintenance services. The new contracts aimed to improve service and deliver better value for money.
We were due to award the contracts just after printing the last issue, and had promised to let you know who the successful contractor was for your area. Behind the scenes, everything was going to plan and we were working with the new contractors getting ready to launch your new service in April. Unfortunately, we have since run into problems with the contracts
for a number of reasons and it has become clear that they may not be affordable for us. As a result, we have abandoned the process for the time being and we will undertake a thorough review of how your services will be delivered in the future. This will not affect your services for the next 12 months. We will make sure you continue to receive a high quality repairs and maintenance
service, and we are currently in discussions with all our contractors so they can continue to work with us for another year. You will report your repairs in the same way, via our contact centre. We will take this extra opportunity to make sure that we can deliver the best value for money services on your behalf while we prepare for re-launch of the new contracts and your new service in April 2017.
Wanted: Resident Members Robert Mills, Regional Housing Director @RobMAccent
We’re looking for committed and enthusiastic residents to join our regional compliance and scrutiny committees. You will work closely with other residents, our independent committee members and our senior managers, to scrutinise regional performance and contribute to the regional improvement of services. This is an important role and a great opportunity if you are looking to develop personally or further your career, whilst helping to improve our services. We will provide all the training and support you need.
We value the knowledge and experience our resident members can bring to the committee. We need people with good communication skills, who are keen to learn and are passionate about providing excellent services to our residents. The committee works on a voluntary basis. We would need you to attend at least four formal meetings and up to four ad-hoc meetings a year. Meetings are held in the evening but there may be some daytime visits to our homes. You will be paid travel expenses and any loss of earnings.
Please give serious thought to this opportunity and, if you’d like to apply, we’d love to hear from you. Contact us or email customerservices@accentgroup.org for more details
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ACCENT NEWS SOUTH
Rent Changes The Welfare Reform and Work Act became law at the end of March. This affects the way we review most of your rents. The new arrangements are quite difficult to explain. For most of you, on the Government’s instruction, your net rent will reduce by 1% over each of the next four years. There are some exceptions. For example, the Government has said that those of you who live in supported and sheltered housing will continue to find your rent increasing in line with current legislation in 2016. (The date of this will depend on when your tenancy started – please see below). The Government has still to decide what happens after that. Service charges are not affected by the new law. If you pay a service charge, it forms part of the total charge you pay us. We review service charges each year and this is not changing. So, if your service charge increases due to higher costs, this could mean your total charges increase, even after the 1% net rent cut.
When will my rent be reviewed? In most cases, it will be adjusted at the same time as it was last year. So, if your rent is usually reviewed in April, or you are a new resident since April 2015, your rent should be reviewed in April 2016. If your rent increase was in October last year, it will be in October 2016. So, just to confirm: • If you are a resident on an assured, secure (fair) or affordable tenancy and you do not live in a supported or sheltered housing scheme (generally with a scheme manager), your net rent will be lower by 1% over each of the next four years. However, if you pay a service charge and it increases, this could mean your total charges are higher, even with the 1% net rent cut.
@ CONTACT US SEE PAGE 8
• If you are a resident on an assured, secure (fair) or affordable tenancy, and you do live in a supported or sheltered housing scheme, your net rent will be reviewed in line with current legislation and is likely to increase in 2016 (depending on the date your tenancy started). • There are also exceptions for residents who pay ‘intermediate’ or ‘market rent’. Your rent will be adjusted according to the normal market review, so these changes do not affect you directly. We are still waiting to be told about parts of the legislation, so we don’t know the full facts yet. We’ll confirm more details when we do, so please bear with us. More information will be made available on our website: www.accentgroup.org
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Fire regulation arrangements for communal areas In accordance with fire regulations, we have a responsibility to:
Robert Mills Regional Housing Director @RobMAccent
Keep stairs, landings and corridors in communal areas of blocks of flats clear of tripping hazards. Take reasonable steps to prevent the spread of fire and remove things which are a fire hazard. Some landlords do not allow any items in corridors and stairways. We will allow some, but we may need to restrict them to make sure everyone stays safe. We carry out
an annual inspection, a ‘fire risk assessment’, to make sure that communal areas are safe and comply with relevant fire legislation. If there are any issues with items in communal areas, we will talk to you about them. In some cases your items may be removed, for example, you must not leave bikes, shopping trolley bags or rubbish in communal areas. If you would like one of our information leaflets, please contact us or visit our website.
Introducing our new ‘Independent Living’ service offer for older people Harry Senior, Independent Living Co-ordinator
We already provide a number of services in our sheltered housing developments and have recently reviewed our service in consultation with residents. Feedback showed that whilst residents were happy and valued the service we provided, they wanted a greater focus on helping them to maintain their independence, with a particular emphasis on health and wellbeing. Our scheme managers will, therefore, work more closely with residents in future to help them improve their physical health, and maintain their independence and general quality of life, so they feel included in the scheme and wider community where they live. We will also support and facilitate activities which are available to the wider community to create a dynamic healthy living hub.
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ACCENT NEWS SOUTH
For anyone living in general needs accommodation over the age of 60, we will be offering a telephone support service with a named contact. We will contact you at least twice a year to make sure you are okay and provide practical help and support, which includes helping you access local services and improving your wellbeing. We will introduce this over the next six months to over 3,000 older people in our general needs homes. The service is free and optional – so if you do not want us to contact you we won’t. The service is starting now. It will take a few months to get around everyone, but you don’t need to do anything, we will be in touch.
Immigration Act 2014
Matt Cobb Housing Manager
On 1 February, it became law for all housing associations to check prospective tenants’ immigration status under the Immigration Act 2014 before letting a property.
@accentcmy
With a direct letting, we must see evidence of a person’s identity and citizenship, for example a passport or biometric residence permit. Copies of these documents need to be taken and kept for one year after the tenancy ends. Everyone living in theproperty over the age of 18 years must provide this information.
The legislation also applies to lodgers. If you want to take in a lodger, (as per your tenancy agreement) you need to let us know first. We need to know who the lodger is and where they will live. You will need to carry out similar checks on your lodger and provide us with the required evidence. This is now part of our approval process. Your housing officer can provide more information.
Rubbish Removal by Matt Cobb
Over the past few months, there has been a rise in the amount of rubbish and household items being dumped in bin stores and communal areas. Whilst some of you have taken advantage of the removal service we now offer, it is disappointing that more of you still do not take responsibility for your rubbish and unwanted household items. We are currently working with Surrey Heath Borough Council to promote recycling and identify areas where more bins could be provided. The costs for clearing items are now being passed onto residents, so please contact us if you know of anyone who is responsible for dumping any items. If you would like us to remove rubbish or unwanted household goods for £10 per item, please contact us to arrange this through our caretaking service. @ CONTACT US SEE PAGE 8
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Monitors Wanted by Holly Sheppard Tenancy Sustainability Manager @holly_on_homes
We are looking for scheme monitors to help check the quality and standard of service from our cleaning and grounds maintenance contractors, and keep an eye out for fly tipping. All we ask of our monitors is to complete a short form (with mostly tick boxes) after a contractor’s visit and send it to us every month. The forms can be on paper and sent by freepost or via e-mail, whichever is convenient. Monitoring is a form of scrutiny and is vital in helping us to achieve the best performance by our contractors for the benefit of all residents.
If you’d like to become a monitor for your scheme or estate, contact me by telephone or email customerservices@accentgroup.org. We are particularly looking for monitors for cleaning, grounds keeping or both at: Cleaning: Albion Court, Alexander House, Avenue Sucy, Horseshoe Crescent, Imperial Court, Kilbarn Court, Mathon Court, Mill Court, Pannet House, Rosemount House, Royal Huts, Southway, Stafford House, Surrey Avenue, Tarragon Grove, The Clock Tower, Tilebarn Court, Tutsham Court, Whitley Court. Grounds Keeping: Bridgemead. Burrell Road, Meadowlands Drive, Sullivan Road. Both: Bain Avenue, Bracknell Road, Chapel Road, Evergreen Road, Highview Crescent, Middlemoor Road, Mitcham Road, Sturdee Close, The Avenue (Lightwater), Weller Drive.
How switching energy could save you money Did you know that you might be able to save money on your energy bills? There are more competitive deals across all suppliers than ever before, so it could be a good time to switch to a new provider. Figures from Energy UK reveal that 1.3 million customers moved from a large supplier to a small one during the past 12 months – that’s 41% of all switches. So many new small suppliers coming into the market has lead to more competitive deals which you can take advantage of to lower your energy costs. We are working with a charitable consultancy to help you access impartial information about the possible savings you could make. To obtain a quote talk to your housing officer, call 01733 646 253 or email info@pcl-ltd.co.uk you’ll receive free advice and guidance on where you may be able to make savings. For more information or to obtain a quote online visit: www.energylinx.co.uk/energy/pect you could save money by switching today!
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ACCENT NEWS SOUTH
Caretaker Vacancy We are looking to recruit a caretaker to look after all our homes within Surrey Heath and the surrounding areas. It will be a 12-month fixed term contract, as a full time position. The normal working week will be Monday to Friday, 8.00am – 4.00pm. The salary is £17,439 per year. You will carry out day to day tasks ensuring that our estates are well maintained, carrying out basic maintenance jobs, undertaking work in the office when required, and assisting in any resident engagement events. Working as part of the team you will combine practical skills with an interest in engaging with our communities and residents. For more information or to apply visit: https://jobs.accentgroup.org
Neighbourhood Update by Matt Cobb
Since our last newsletter, we have held two resident surgeries; one at Alexander and Stafford House in Aldershot, and a joint one with Paragon Housing Association at Franklands Park, Addlestone. It was good to meet with so many residents and listen to your views on the areas where you live. Following the surgery at Stafford House, we are now carrying out improvement works to the car park, which includes resurfacing, repainting the parking spaces and putting in a new, more secure bike shed. In partnership with Paragon, we will be developing the onsite caretaker service. More information about this will be available in future.
At Tarragon Grove in Sydenham, we will be installing new emergency lighting, decorating internal areas and laying new flooring in the communal areas. We will be jet washing and re-painting the parking bays at Old School Close. In Bloomsbury Way, Ashford, we have teamed up with residents and a social enterprise company to create an allotment on a previously unused piece of land. We are also carrying out some extensive grounds maintenance work at Albion Court in Burgess Hill to improve the estate’s appearance. If you have any ideas to improve the estates where you live, please contact your housing officer or join them on their next estate inspection.
Downsizing can help… Since December, we have helped 10 residents move to improve their personal circumstances. This has been by facilitating mutual exchanges between residents who are under and overcrowded, or by downsizing residents into smaller properties. If you’d like to downsize, your housing officer can talk to you about your options.
Help and advice from the National Careers Service by Nathalie Antoinet Life Skills Manager
If you need help on your next career move, or you just want some advice on what opportunities are out there, why not contact the National Careers Service? The National Careers Service provides free, confidential information, advice and guidance to help you make decisions on learning, training and work opportunities. @ CONTACT US SEE PAGE 8
The service is suitable for anyone who is: A college or university leaver, or is unemployed and wants to know more about career options and the local jobs market Redundant (or at risk of redundancy). Returning to work after time out. Looking for advice on qualifications and training. Unhappy in their current job and ready for a change, but not sure what their options are. Qualified career advisers will work with you to help you make decisions about your career and skills, and help you make the most of the tools and services on offer. Anyone aged 19yrs+ can find out more by calling 0800 100 900 or visiting: https://nationalcareersservice.direct.gov.uk
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We have recently reviewed how we should engage with you on scrutinising and improving services…
Rachael Walsh Head of Strategy & Regulation @rachaelwaccent
We know that many of you want information, influence and choice in the services we deliver, but don’t have the time or desire to get actively involved. So, we are looking at ways to make it easy for you to influence how we deliver services. One way we can do this is to make more use of the customer profile information you have already given us, for example, when we make decisions about services for older or younger people, or families. We will also make it easier for you to engage with us electronically by, for example, online and email surveys.
Of course, you can still get more involved if you would like to. Our compliance and scrutiny committees are responsible for ensuring services are delivered well within our regions, and we are always looking for residents to join (see page 2). We also hope you will get involved in scrutiny exercises, for example, by attending a focus group or assessing the quality of specific services. If you are interested in any of the above ways of getting involved, or would just like more information, please contact us.
New reception opening times Our office reception opening hours are now from 9am to 1pm Monday to Friday, (except on Wednesday when we open at 10am). Although you can’t visit our office outside these times, you can still contact us by telephone or by logging into your account on our on-line customer portal via our website www.accentgroup.org
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