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Summer/Autumn 2018
HousingNews News for Bristol City Council tenants
Your special summer/autumn edition
Local Housing Forums Have your say on housing services (see p4)
Fire safety update Community development Housing services – a year in numbers
News for all Bristol City Council tenants Summer/Autumn 2018
HousingNews If English is not your first language and you need a translation, we can get one for you. If you would like this information in another language, Braille, audio tape, large print, easy English, BSL video or CD rom or plain text please contact: 0117 3521 444
Foreword Without our tenants we would have no service. That is why I am working to put tenants at the heart of the housing service. In June I launched a new, formal, democratic structure for tenant involvement and I hope you will get involved in your area’s Local Housing Forum. I grew up in council housing and was a tenant too. I want this council to be among the best landlords in the country and for people to be proud not just of their homes but also of the communities they live in. We can only do this by working together; tenants, leaseholders, council officers and councillors.
I am committed to our service becoming a partnership between the council and tenants. I am also working to ensure the number of council homes starts increasing again after decades of decline. Over the next few months we will start developing a new approach to letting our housing so that local communities benefit from new housing in their areas and that as more homes are built a wider range of people have access to council housing. Myself and the mayor don’t just want to build more homes, we also want to ensure that we improve existing neighbourhoods and build more balanced communities. I look forward to working with you to achieve that. Councillor Paul Smith Cabinet member for housing
Welcome to the Summer issue of Housing News I hope you enjoy this edition of Housing News, it is certainly packed with things we think are important to Bristol City Council tenants. Please tell us what you think. As you would expect we continue to focus on fire safety. I have worked around the country and think that Bristol City Council has done as well as or better than most authorities on this issue.
IN THIS ISSUE
I really enjoyed meeting tenants at the conference we held on 30 June introducing our Local Housing Forums, and I was impressed with
the knowledge and commitment of the people who attended. If we can work closely with you and build on your expertise I am sure we can create an even better housing service. In September the new permanent Director for Homes and Landlord Services starts. I am happy to hand over to someone who will continue to take the service forward. Pam Wharfe Interim Director for Homes and Landlord Services
Fire Safety Are you ready for Universal Credit? Payment cards Get involved: your Local Housing Forums Community Development Energy-efficient homes Housing Services Annual Report Useful contacts
To contact us email tpu@bristol.gov.uk, call 0117 3521 444. page 2
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www.bristol.gov.uk/housingnews visit our website www.bristol.gov.uk
The importance of Fire Safety in your home Smoke detectors save lives – remember to test yours regularly.
Did you know? Avon Fire & Rescue Service offer
●● Put candles out when you leave the room; make
To request one please phone 0117 926 2061 or text ‘visit’ to 07507 319 694.
sure they’re put out completely at night. ●● Plan your escape routes in the event of a fire and
make sure they’re kept clear. ●● Keep doors closed to stop the spread of any smoke
and fire. ●● Keep matches and lighters up high, out of the
reach of children. ●● Stub cigarettes out properly and dispose of them
carefully.
If there is a fire in your home:
free Home Fire Safety Visits.
All fire safety queries should be sent to asset.management@bristol.gov.uk Report any concerns such as damaged doors or smoke detectors to Responsive Repairs on 0117 9222 200.
If there is a fire in your flat
Alert all the occupants and get out as soon as possible. Don’t tackle a fire by yourself. Leave it to the fire and rescue service. Get out and call 999.
Are you ready for Universal Credit? Universal Credit is being introduced in Bristol throughout 2018 for working-age households who need to make a new claim for benefit. It replaces some benefits (including Housing Benefit) and tax credits. It has already been introduced in Bedminster, Bishopsworth and Temple Street Jobcentre Plus areas. It will be introduced in remaining Jobcentre Plus areas in September and October 2018. You can find out more about Universal Credit, how it might affect you and when it is introduced to your area by visiting www.bristol.gov.uk/universalcredit, speaking to your housing officer, or popping into the Customer Service Centre at 100 Temple Street.
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Important changes to your rent payment card From 1 October 2018 you will no longer be able to make multiple payments using your swipe card. You will still be able to pay for your rent using your yellow payment card but we will not be able to accept any other payments from you. Changes to our Housing Management System mean that we will no longer be able to accept multiple payments for other accounts using the one card. If you rent a garage, mobility scooter, storage unit, or pay for your home contents insurance by a swipe card you will need to make arrangements to pay for these using a different method. From 19 September 2018 you will be able to set up Direct Debits with us on a weekly, fortnightly or monthly basis. To set up a Direct Debit, go to www.bristol.gov.uk/ payrent or call us on 0117 9222 200 so we can set this up for you.
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News for all Bristol City Council tenants Summer/Autumn 2018
Your Local Housing Forums In June, we launched our new Local Housing Forums, an exciting new way council tenants can get involved and have a say on how housing services are run.
You are now invited to join your nearest forum. The first meetings are in September so please do come and take part. Contact us to let us know you’ll be coming (see details, right). At September’s meeting each forum will nominate a local representative for the HMB. If you would like to be considered for the role but can’t attend, please contact us to let the forum know.
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Attend the first Local Housing Forum meeting in your area Forum 1: Wed 19 Sept, 6–8pm
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Shirehampton Methodist Church, 24 High Street, BS11 0DL
Forum 4: Tues 2 Oct, 6–8pm City Hall (come to main reception) College Green, Bristol BS1 5TR
Forum 2: Tues 25 Sept, 6–8pm
Forum 5: Wed 26 Sept, 6–8pm
Horfield Library, Filton Avenue, BS7 0BD
The Park Centre, Daventry Road, BS4 1DQ
Forum 3: Tues 18 Sept, 6–8pm
Forum 6: Thurs 27 Sept, 6–8pm
The Vassell Centre, Gill Avenue, BS16 2QQ
The Withywood Centre, 146 Queens Road, BS13 8QA
After these meetings the next forums will be held in December. For more information about the role of the forums, visit www.bristol.gov.uk/localhousingforums or contact Tenant Participation on 0117 3521 444 or email tpu@bristol.gov.uk
Which Forum covers your area?
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Forum 1:
Forum 2:
Forum 4:
• Avonmouth & Lawrence Weston • Clifton • Clifton Down • Hotwells & Harbourside • Stoke Bishop • Westburyon-Trym & Henleaze
• Bishopston & Ashley Down • Cotham • Horfield • Henbury & Brentry • Redland • Southmead
• Ashley • Central • Lawrence Hill • St George Central • St George Troopers Hill • St George West • Easton
Forum 3: • Eastville • Frome Vale • Hillfields • Lockleaze
Forum 5 • Bedminster • Brislington East
• Brislington West • Knowle • Southville • Windmill Hill
Forum 6: • Bishopsworth • Filwood • Hartcliffe & Withywood • Hengrove & Whitchurch • Stockwood
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There are six Local Housing Forums in Bristol and they will meet four times a year. Your forum is a meeting where you and other council tenants can discuss local housing services with the council. We hope they will create a link between you, the council, local decision-making organisations, and other agencies and service providers. Each Local Housing Forum can also elect one person to represent them on the council’s Housing Management Board (HMB).
www.bristol.gov.uk/housingnews visit our website www.bristol.gov.uk
Community Development Tenants across Bristol are taking action on the things they care about in their neighbourhoods. Here are few examples of the things your neighbours are getting up to:
A warm welcome in Henbury
Carmen, who lives at Barlands House, had a great idea: gathering together a few tenants who would take on the responsibility of welcoming new people into their block. Carmen and neighbours Pat, Pam and Jane have chatted to the caretaking manager. They have created a flyer which explains what a ‘welcomer’ is and have advertised it in their block. Their housing officer is supporting them to let new tenants know where they can meet a friendly face when they move in.
Filwood Boulevard
Don, like many others in Knowle West, is frustrated by how run down his community has become. By planting a few flowers on Filwood Broadway and by saying “Why can’t Filwood have a Boulevard?” he has sparked an interest with his neighbours who want to take action where they live. Since planting his flowers Don has made lots of new connections and started linking
up with other residents to develop his ideas. Local organisations have also helped: Knowle West Media Centre helped them put their vision on paper; Re:Work supported Don to create a video; Filwood Community Centre have hosted meetings, and The Factory helped the group build a planter. StreetSpace, a local youth organisation based on the Broadway, painted the bollards and installed some boards for graffiti art outside the old cinema building. Jim, the local tree champion, was able to get some trees planted on the green through Bristol’s One Tree Per Child project. Finally, Don and others planted daffodil bulbs in the park and other green space along Broadway. So from one small action many new things have happened.
Sea Mills Home Tuition Support
by providing free maths and science tuition, especially for those who need extra support but can’t afford private tuition. They wanted to offer something back to their community and make a difference in a young person’s life. They have held monthly drop-ins at the local library and have now supported ten young people.
Tophill Women in Broomhill
“We’ve been quite successful. We managed to get 120 people out for our first event so for us it was very satisfying.” Heidi, Broomhill resident. In Broomhill a group of women want to bring their community together. They’ve organised a number of successful community events and now hold regular coffee mornings which they hope will build more local connections and friendships in their neighbourhood.
“I often heard of families struggling with their children’s homework and wanted to help. I always look forward to Home Support day. The kids are amazing and with a little extra individual attention they get where they need to be with their school work, which is the most rewarding aspect.” Doretta, Sea Mills resident. A couple of residents wanted to support local children in education
These are just a few examples of many great people doing amazing things in our neighbourhoods – does this inspire you to want to do something where you live? If so drop Terry a line in the Community Development Team. Text or phone 07342 031 852 or email terry.black@bristol. gov.uk and we’ll see how we can support you on your journey. page 5
News for all Bristol City Council tenants Summer/Autumn 2018
Save money with a more energy-efficient home Future Bright helps residents aged 19 or over, who receive in-work benefits, into more secure and rewarding careers. They help anyone age 19+ to improve their job prospects and earning potential by providing advice, guidance and training. Could you use Future Bright’s help? To be eligible you must receive either: Working Tax Credits, Child Tax Credit, Housing Benefit or Council Tax reduction (but not JSA, ESA, Income support or Universal Credit). You would then receive support from a dedicated Career Coach who will provide tailored advice, guidance and practical support on improving and achieving your career ambitions. To find out more about this fantastic opportunity, visit www.westofengland-ca.gov.uk/ future-bright or get in contact. Email futurebright@bristol.gov.uk or call 0117 922 2250.
It’s difficult to think about the colder months ahead when we’ve had such a hot summer, but now is the perfect time to ensure you can enjoy a warmer winter. The Centre for Sustainable Energy (CSE) is an independent UK charity and offers a free Tenants Energy Advice service (TEA) to help you find ways to keep your home warmer. They can help you switch energy suppliers to make sure you
are getting the best deal, offer support in installing smart meters, advise on dealing with damp and mould caused by condensation, and show you how to use your heating system more effectively and efficiently. Struggling with your energy bills? Want some free help and advice? Contact Bristol’s TEA service on 0800 082 2234 or email home.energy@cse.org.uk
Three flats in Barton Hill have been closed by the courts for a period of three months following ongoing reports of anti-social behaviour including late night parties, drug and alcohol litter left in communal areas and fighting. Residents reported feeling very intimidated by these visitors and afraid to leave their homes.
Thanks to the excellent partnership working between Estate Management and the Neighbourhood Policing team, and the brave residents who were willing to provide witness statements, they obtained the first ever simultaneous triple closure order secured in the Avon and Somerset force area making Phoenix House a safer place for residents and the wider community.
The housing officer worked extensively with the Neighbourhood Police team to put forward and present a case to Bristol Magistrates’ Court and Bristol Crown Court to obtain closure orders on all three properties.
If you experience anti-social behaviour you can report it to us at www.bristol.gov.uk/asb, or by phone to 0117 922 2200 (option 4), or by e-mailing estates@bristol.gov.uk
Closure Orders
Have you got an online account yet? Sign up for an online account today so you can: ●● ●● ●● ●●
Check your rent balance anytime, anywhere Make payments without waiting on hold From September you can view or download your gas safety certificates Report repairs
There’s a lot more to do online. To find out more go to www.bristol.gov.uk/create-account Please note: In September we will upgrade our IT systems and carry out essential maintenance work to our web services, so you may experience some service disruptions. Please bear with us while we make improvements. Your information and privacy rights are not affected. To see our Privacy Statement visit www.bristol.gov.uk/ communityservicesprivacynotices page 6
www.bristol.gov.uk/housingnews visit our website www.bristol.gov.uk
Housing Services
A year in numbers Our annual report, updating you on how we performed during the last year will be available online in October. Here’s a preview of some of the key figures. ●●
New Build Programme
31,066 tenants and 27,038 homes.
●● In total we provide homes to an estimated
62,000 people. ●● 2,096 leaseholders lease 1,632 flats from us. ●● 90% of tenants were satisfied with how we dealt with their repair.
87% of repairs were completed in one visit. ●● We repaired and/or painted the exterior of 2566 ●●
homes. ●●
80% of new tenants felt they had a successful start to their new tenancy.
97% of new tenancies lasted longer than one year. ●● 11% of tenants had more than seven week’s ●●
arrears.
543 tenants were referred for money advice. ●● 97% of site inspections judged the cleaning done ●●
by caretakers as satisfactory. ●●
73% of complaints were resolved within our target of 15 working days.
In other news… • Bristol Girls Can, the city’s campaign for more women to lead active lives, is encouraging pregnant women and new mums to try a new sport or physical activity. Find out more at bristolgirlscan.co.uk • Around 300 deaths a year in Bristol are linked to air pollution. Find out about Bristol’s plans to improve air quality, including a Clean Air Zone, see how it might affect you, and have your say at cleanairforbristol.org
Our New Build Housing Programme is responsible for delivering much-needed council housing for the city. The sites are mainly disused, councilowned land across Bristol, old garage sites and former non-residential buildings. New homes will include a range of four-bedroom family houses through to one-bedroom flats and bungalows. So far we have completed 81 new homes on 18 sites across the city. New homes already built and in the process of being built include: ●● 24 new homes in Lawrence Weston ●● 20 new homes in Henbury and Brentry ●● Four sites with 64 homes to be built in Brislington
East, Broomhill and Henbury ●● Plans to build approximately 250 in Lockleaze,
Henbury, Lawrence Weston, Stockwood, Westbury-on-trym ●● 133 (80 private, 53 council) in Ashton Vale
For more information contact housing.development.hra@bristol.gov.uk • Looking for work? A career in care can be really fulfilling. Qualifications on paper aren’t important, you just need the right values and good communication skills and then the rest can be learnt as your career progresses. Visit proudtocarebristol.org.uk • Bristol City Council always want to hear from people who are interested in fostering. I f you have the space and time in your life for this rewarding role, you could make a real difference to a child or young person’s life. Visit bristol.gov.uk/fostering to find out more.
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News for all Bristol City Council tenants Summer/Autumn 2018
Get in touch
You can contact us in several ways. Information about our services is available on our website 24 hours a day, seven days a week at bristol.gov.uk/councilhousing
Caretaking
Get Involved
Report street problems
www.bristol.gov.uk/caretaking
Find out about Local Housing Forums and other resources: www.bristol.gov.uk/ tenantparticipation
www.bristol.gov.uk/report-astreet-issue
Opening hours Monday: 9am to 5pm Tuesday: 9am to 5pm Wednesday: 10am to 5pm Thursday: 9am to 5pm Friday: 9am to 5pm We don’t deal with all housing services face-to-face at our citizen service point, but we will help you contact services online or by telephone.
Complaints or feedback www.bristol.gov.uk/complaints Email: complaints.feedback@ bristol.gov.uk Phone: 0117 922 2723 Monday to Friday from 10am to 4pm.
Emergency repairs Please call the Emergency Control Centre: 8.30am to 6pm (office hours): Tel: 0117 922 2200 (option 1) 6pm to 8.30am (out of hours): Tel: 0117 922 2050 Textphone: 0117 922 3892
Estate management www.bristol.gov.uk/counciltenants Tel: 0117 922 2200, (Option 4)
Find it in Bristol
Grounds maintenance Email: bristolparks@bristol.gov.uk Tel: 0117 922 3719 (Option 4)
Housing benefit and council tax reduction www.bristol.gov.uk/benefits
My Account Register for ‘My Account’ Using ‘My Account’ is quick and easy. Find out how it can manage your Council Tax, Rent, Housing Benefit, and Landlords services all in one place! Visit: www.bristol.gov.uk/myaccount
Rehousing
www.homechoicebristol.co.uk Email: hcb.enquiries@bristol.gov.uk Tel: 0117 922 2400
Rents and housing payments www.bristol.gov.uk/payrent If you are struggling to pay, call: Tel: 0117 922 2200 (Monday to Friday, 8.30am to 6pm) Manage your tenancy online: www.bristol.gov.uk/ tenantaccount
Report repairs
www.bristol.gov.uk/ reportarepair
Social media www.facebook.com/ bristolcouncilhousing twitter.com/BristolCouncil www.youtube.com/ bristolcitycouncil
Smell gas? Report gas immediately to National Grid Gas Emergency Service. Tel: 0800 111 999
Tenants energy advice www.cse.org.uk/bristoltea
Tenancy fraud Email: tenancy.fraud@bristol.gov.uk Tel: 0117 922 2470
Tenant services Available 24/7 www.bristol.gov.uk/ councilhousing
Travel planning www.travelwest.info/ journeyplanner
What’s on Bristol museums and galleries: www.bristolmuseums.org.uk/ whats-on Parks events: www.bristol.gov.uk/parksevents
www.maps.bristol.gov.uk/ pinpoint page 8
Cut out and keep this page.
100 Temple Street, Bristol.
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Citizen Service Point
BD10697 Bristol Design, Printed on FSC approved paper.