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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. 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. 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.
Help with fuel costs this winter page 3
Wanted! Resident Members page 4
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.
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Have a look today and see where you could move to…
Public Spaces Protection Order in Surrey Heath 17 October 2016 – 17 January 2017 Surrey Heath Council is considering introducing a new Public Spaces Protection Order (PSPO). If supported, the council will: • Introduce controlled alcohol zones and stop the use of Psychoactive Substances (legal highs). • Prevent begging in Camberley town centre. • Introduce dog control powers. Local views are needed, so the council has added an online questionnaire to its website.
The questionnaire can also be downloaded and returned it to the council at: Public Spaces Protection Order Consultation, Surrey Heath Borough Council, Knoll Road, Camberley GU15 3HD More details are available on the council website www.surreyheath.gov.uk/pspo. You can also email pspoconsultation@surreyheath.gov.uk or phone 01276 707 100.
Wanted! Resident Members We are looking for committed and enthusiastic residents to join our regional CSC (Compliance and Scrutiny Committees). You would work closely with other residents, nonresidents, (called ‘independents’), and our senior managers, to scrutinise regional performance and help to improve services regionally. We need people who have good communication skills, who are keen to learn and who are passionate about providing excellent services to our residents. It is an important role and a great chance for you
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to develop personally or further your career. We will provide all the training and support you need. Members work 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 and, if you’d like to apply, we’d love to hear from you. Contact us for more details.
Communications Focus Group Your regional CSC (Compliance and Scrutiny Committee), which is led by residents, is currently looking at the way we talk to you. They want to make sure our publications are useful and well written, and how to improve them if they are not. The CSC would like to form a focus group with local residents to find out your views on the subject. The focus group, which will meet at our Camberley office, will look at the language, tone and pictures in a number of our publications, and also how residents find information on our website. You do not need to have any experience in getting involved with us, just the confidence to tell us what you think about our communications and how they could be improved. We will, (within reason), pay expenses to anyone who attends the group. If you would like to be involved, please contact our Tenancy Sustainability Manager Kat Wilson or get in touch via our new Residents’ Hub. We will also be carrying out a short survey about a number of services. If you receive a m essage from us, please help us to improve our services by taking part.
We recently took action against a former tenant for unlawfully sub-letting their property. The tenant, a local businessman, who also owned another property, was sub-letting a property, charging ÂŁ900 per month rent to sub-tenants, whilst paying us rent of ÂŁ450. When the sub-letting was discovered, the tenant returned the keys and surrendered the property, but we decided to pursue them for the profit they had unlawfully made. Through a consent order agreed by the courts, the tenant agreed to re-pay over ÂŁ5,000. Regional Housing Director Robert Mills said: “Tenancy fraud is a serious matter, and illegally sub-letting can deprive someone else of a much needed home. Social housing is a valuable asset, and it is important that we make best use of the limited housing we have in Surrey Heath. Working in partnership with Surrey Heath Council was critical in this case, and we are grateful for their support and assistance in securing this successful outcome. We hope this sends a strong message to other tenants who are illegally sub-letting their housing association or council property. It is neighbours who are often well placed to notice anything unusual and, if anyone has any suspicions about who is living in a property, they should report it to us or the local council“.
Patch Changes As Shannon Waugh has gone on to pastures new, we have recently made some changes to the patches our housing officers now manage. Sarah Yeo is now looking after Shannon’s patch on the James Road Estate, Watchetts, and our homes in Haslemere, Hindhead and Sandhurst. We will be advertising for a new housing officer shortly. When they have been appointed, they will manage our homes on the Old Dean and Bagshot. @ CONTACT US SEE PAGE 8
Our new Housing Trainee, Lara Sherwood (right), recently joined us. For the next nine months, she will be managing our homes in Lightwater, Sullivan Road, Vale Road, Victoria Avenue, Eaton Road, Queen Mary Avenue, Edward Avenue and Imperial Court. Say hello to Lara when you see her.
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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.
Benefit Cap The government’s benefit cap has now been introduced. It has affected some of our residents with a drop in income and a shortfall in rent being paid to us by Housing Benefit. We are currently working with the residents we think are affected to give them the support they need to make sure they can manage and keep their tenancies. If you have noticed a drop in your income, or you are struggling financially, please contact your housing officer. They can refer you to our tenancy sustainability team who will be able to offer you support and advice.
Windsor Court, Chobham With the completion of our development of new houses in Chobham in April, we have been able to provide affordable homes for eight new families in housing need.
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: 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