Winter 2014
News for Bristol City Council tenants
How we did in 2014 Christmas money advice Win panto tickets! www.bristol.gov.uk
Wishing you a merry
Christmas! Please recycle this magazine after use
News for all Bristol City Council tenants Winter 2014
If English is not your first language and you need a translation, we can get one for you.
Welcome to the winter issue of
housingnews
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 352 5935.
Tenants’ editorial panel
Welcome to a refreshed version of Housing News – thanks to the input of our new tenants’ editorial panel. The panel met for the first time in September and gave lots of ideas for how we could improve the design and content. We hope you like it! We’d love to hear your views. Please email us your comments at tpu@bristol.gov.uk or write to the address below. And if you’d like to get involved in the editorial panel yourself, please get in touch. In this issue we bring you a summary of our annual report – so you can see how we’ve performed as your landlord this year. With the festive season approaching we’ve also included some great ideas for Christmas savings, a guide to winter events and there’s even the chance to win panto tickets! (page 14).
IN THIS ISSUE
Written, designed and printed by Bristol City Council. BD6113 November 2014
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News How we performed in 2014 Meet our tenants: Ros Winter safety Money matters Competition corner What’s on Useful contacts
3-6 7-9 10 11 12-13 14 15 16
Housing News is published three times a year and delivered to every city council home. Contact us on 0117 352 5935, by emailing tpu@bristol.gov.uk or write to: Freepost RTKJ-SGBZ-ULSH, Tenant Participation Team (SAH), Bristol City Council, PO Box 3176, Bristol, BS3 9FS (no stamp needed).
visit our website www.bristol.gov.uk
Good news!
Final prefabs replaced with new homes The last of Bristol’s post-war prefabricated council homes have been replaced by modern, high quality houses. Located on 15 sites across Bristol, the 330 prefabricated properties were built in the 1940s, originally with a 10-year life expectancy. In 2004 the council made the decision to demolish the homes and redevelop the sites, working in partnership with Bovis Homes. During the ten year project hundreds of tenants were rehoused, many taking the option to move back into one of the new houses or bungalows as the development progressed.
Thanks are due to all the tenants who supported the project over the years, helping with everything from the layout of the homes to the choice of bathroom fittings. Several of those involved attended a reception (pictured below) with Mayor George Ferguson in September to celebrate the successful completion of the project.
Pat celebrates
100 years
Congratulations to Bedminster tenant Pat Birch who celebrated her 100th birthday in October. Born during World War One, Pat served in the Women’s Auxiliary Service during the Second World War. She has lived in one of the council’s elderly preferred properties for 17 years. Pat is pictured here with her Yorkshire Terrier, Tyke.
Top marks for sheltered schemes Bristol has won national accreditation from the Centre for Housing and Support for its services to older people in sheltered accommodation. The council achieved the centre’s excellence standard – only the second provider in the South West to reach this level.
Get Housing News by email To switch to the email version of Housing News visit: www.bristol.gov.uk/ housingnews page three
Warmer Homes t c e j o r P
After
Before
Easton tenants celebrate block improvements Tenants of Vining Walk, Pountney Drive and Easton Road have been celebrating the successful completion of improvement works to seven low rise residential blocks. The works included external wall insulation, new insulated roof coverings and some replacement windows and doors – all helping to make the blocks warmer, more comfortable and cheaper to heat.
The council’s contractor, Mears, hosted a celebratory event to mark the occasion, complete with bouncy castle, inflatable slide, children’s painting and buffet lunch. David Milner, Operations Manager for Mears, said: “We’d like to thank all local residents for making us feel so welcome on site. It’s been a fantastic project to be a part of and we are delighted that residents are
likely to see savings on their heating bills now these works have been completed.” This project is part of a larger scheme to insulate a number of blocks over the coming years. As well as benefitting residents in terms of lower fuel bills it will also greatly improve the outside appearance of the blocks.
Top energy saving tips 3 3 3
Before you turn the heating up put on another layer of clothing. Lots of thinner layers will keep you warmer than one big one. Wear a set of long johns on very cold days. You’ll really feel the benefit of a long sleeved thermal vest and leggings.
3
Try not to have your furniture right up against the radiators. It will stop the heat getting around the room.
Close the curtains when it starts to get dark to keep the heat in. Thicker curtains are better than thin ones.
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Warmer Homes t c e j o r P
Trial run for Warmer Homes project A pilot scheme has been running this summer to test the external wall insulation that will be used as part of the Warmer Homes project. Over 3,000 homes will be included in the project in the next 6-8 years, receiving new insulation to reduce cold, damp and condensation, and cut heating bills. As a trial run, the insulation has been fitted to a pair of houses
in Inns Court and a pair in Lawrence Weston. The homes have also been repainted and received other necessary repairs. “It’s magnificent!” says resident Les Goodhind. “Seriously, the cladding is fantastic. It’s a lot warmer – you don’t need the heating on nearly as much. It’s been very well done.” Work on the project itself is expected to start in early 2015.
The first phase will include homes in Inns Court, Knowle, Hengrove, Whitchurch, some house types in Withywood, Easton, Newtown and St Pauls, and flat-roofed house styles in Lawrence Weston and Lockleaze. We have already written to all the tenants whose houses are included in the project. For more details watch our video at: www.bristol.gov.uk/warmerhomes
How to keep warm AND save money on your heating bills
3 3 3
Set the heating to switch off shortly before you go to bed. You don’t need it on when you’re tucked up asleep. A hot water bottle is a much cheaper way of keeping warm in bed than an electric blanket. If you can, turn the thermostat down by one degree. This will save around 10% on your bills. If you have health concerns, are elderly or have small children in the house, don’t have the heating below 18ºc.
Get free and impartial energy advice from the Home Energy Team on 0800 082 2234 or visit www.cse.org.uk/advice page five
News for all Bristol City Council tenants Winter 2014
News in brief Have your say on local Key changes issues Do you want to influence how public services are delivered in your neighbourhood? Get involved in your local Neighbourhood Forum and make your voice heard. There are 14 Neighbourhood Partnerships across Bristol which help shape services such as street cleaning, park maintenance, minor traffic schemes and community safety. Your views could make all the difference. Visit www.bristol.gov.uk/ neighbourhoodpartnerships to find out more.
Replacement keys for communal areas in Southmead and Lawrence Weston are now being kept at Ridingleaze Customer Service Point (CSP). See contacts on page 16. Keys can still be ordered at Southmead CSP but please allow two days before collection.
Support for rough sleepers Next time you see someone sleeping rough, you can help them get support by contacting StreetLink. It’s easy to use and just a few minutes could help turn someone’s life around. Call 0300 500 0914, download the StreetLink mobile app or send a message via www.streetlink.org.uk
Have you registered to vote? The way you register to vote has changed. Previously one person in the household could register everyone who lived at their address. Now everyone is responsible for registering themselves. The easiest way of registering is online at www.gov.uk/register-to-vote. You will need your National Insurance number and date of birth. There are parliamentary elections in 2015, so make sure you are registered now.
Fundraising is a piece of cake! Well done to tenants at Latchmoor House Sheltered Scheme in Bedminster Down who took part in the world’s biggest coffee morning, raising £190 for Macmillan Cancer Support.
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visit our website www.bristol.gov.uk
The year in numbers Annual Report summary for 2013-14
Welcome to this year’s annual report which sets out how Bristol City Council has performed as your landlord between April 2013 and March 2014.
Key Customer Facts Service ..........................
More info 28,002 For a copy of the full annual report visit www.bristol.gov.uk/ housingpublications or call 0117 352 5935 to request a printed copy.
..........................
245,636
homes managed phone calls
..........................
answered
tenants
81% satisfied
32,352
..........................
80%
satisfied with the services we provide
.......................... with the way we dealt with their enquiry.
.......................... We know that there is room for improvement in the way we handle incoming calls. We are working to change this
..........................
60 compliments 763 complaints www.bristol.gov.uk/councilhousing
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News for all Bristol City Council tenants Winter 2014
Managing your tenancy ........................
Involving tenants
Repairing your homes
people attended our events and training courses ...........................................
Repairs carried out
917
59%
satisfied with the opportunities available to make their views known
2,300 incidents of
94,857 76% done in one visit ÂŁ87 average cost of
repair
88% satisfied that
they could make an appointment on a day and time of their choosing
anti-social behaviour investigated
Improving your homes
86% were
98% satisfied with their new replacement heating
successfully resolved
82% satisfied with the quality of their home
1,817 incidents of
2,230 1,575 1,578 1,578
........................ tenants breaching their tenancy conditions investigated
96% were successfully resolved
........................ 177 cases tenancy fraud investigated
37 homes successfully recovered
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new kitchens fitted new boilers/central heating systems fitted homes rewired roofs replaced
Safe, clean and green neighbourhoods
81%
99.5%
satisfied with their neighbourhood as a place to live of blocks receiving a caretaking service were judged to be satisfactory
ÂŁ236,000 spent on environmental improvements citywide suggested by you
visit our website www.bristol.gov.uk
Your rent 96% of all rent due was collected
Do you have a view?
84% were satisfied with the advice and support
If you’ve got an idea for
received to help them manage their finances and pay rent/service charges
something you think we can do better or you’d
54 tenants evicted for not paying their rent
like to get involved in how we manage, maintain and
Where the money goes
improve your homes
We spent £94.7 million, the majority of which went on repairing and improving your homes. We collected more money than we spent. We have saved the remaining money for investment in homes in future years.
contact us on 0117 352 1444 or email tpu@bristol.gov.uk
£30.7 million £12.5 million
Servicing our debt.
Improving your homes (new kitchens, double glazing etc).
£21.9 million
Managing your homes and estates (e.g. staff dealing with tenancy and rent issues).
£29.6 million
Repairing and maintaining your homes and estates.
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News for all Bristol City Council tenants Winter 2014
Meet our tenants: Ros is a tenant in South Bristol and has been a foster carer for Bristol City Council for the last four years. “I had always wanted to foster as my parents used to foster and I could see the difference care and stability could make to a vulnerable child,” says Ros. “My family and I have a nice life and I thought it would be great to share it with other people who are going through a difficult time.” Ros is a single carer and has lived in a Bristol City Council property for the last two years. When applying she was worried she might not be accepted as a carer because she doesn’t own her own house – but this was not the case. Karen Amegashitsi, fostering recruitment manager, says: “We are looking for people from all walks of life to become foster
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carers and adopters, just as there is no typical child there is no typical foster carer. “One in three people believe that if you live in rented accommodation you can’t foster but if you have the qualities and skills needed to become a foster carer, it is not necessary for you to own your own home”. Ros lives with her son aged 11, daughter aged 7 and foster child aged 8 along with a dog, cat and fish. “My children love fostering and I am very proud of the way they accept the children into our home, share everything with them – including their mum – and never complain. I wouldn’t be able to do it without their support”. What about the highs and lows? “The highs are seeing a child happy and content in your care,” says Ros. “The lows are having to say goodbye to them of course.
Ros
That said, if you are considering fostering and have the time and space in your life and home, do it! It’s an amazing thing to do”. If you claim benefits, they are not normally affected by being a foster carer. Ros is a ‘mainstream carer’ which means she receives an allowance which covers the costs of caring for a child. This allowance does not affect child benefit, housing benefit or income support and is tax free. If you are interested in becoming a foster carer and have a spare bedroom call us on 0117 3534 200 or email fostering.adoption@bristol. gov.uk to find out more. There are some instances where children can share a room with your children. Please call us to discuss your individual situation.
visit our website www.bristol.gov.uk
Spotlight on winter safety
Track the bus for free Find out when your bus is going to arrive with the Travelwest Buschecker. This free, handy app enables you to track the bus as it travels along your route, even before you leave the house. With the darker days, rain and windy weather, the app can help you cut
the amount of time you spend waiting around at the bus stop, making your journey safer and less stressful. Download the app onto any platform for free at www.travelwest.info/buschecker
Faulty streetlight? Report it online at www.bristol.gov.uk/streetlights You’ll need the street lamp number (found on the lamp column) or nearest house number and street/road name. Alternatively call 0117 922 2100 (option 2).
Decorating your block What’s in and what’s out for 2014 Party starters
Party poopers
3 3 3 3
6
Decorating fire exit signs, lift lobbies, corridors, stairwells and obstructing CCTV cameras
6 6
Decorations made of paper
6 6
Very large trees
Decorating community rooms, entry
lobbies, outside courtyards, balconies, noticeboards and benches
Modern flame-resistant decorations Artificial trees of a moderate size Respecting your neighbours
Real Christmas trees, which can cause a fire hazard
Lights that have not been safety (PAT) tested. The council can arrange for testing of lights for a small charge, contact: firesafetyteam-landlords@bristol.gov.uk page eleven
News for all Bristol City Council tenants Winter 2014
Money matters
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visit our website www.bristol.gov.uk
Benefits Update
Help in a cris is
• If you’ve experience d a crisis or left you emergency without mo that has ney for bas as food ic items suc or electricit h y, there is h The loca elp availab l crisis and le. prevention one-off fund can off grants of u er p to £150 a househo nd provide ld goods su essential ch as a bed or cooker. For more information and to app www.bri ly visit: stol.gov.uk /l cpf freeph or call 0 one 0800 9 117 922 45 23 0101 00. • If you ge t housing b enefit and with oth need extra er housing help costs such then you a s m o v ing house may be able to apply fo housing r a discretio payment. nary For more d www.bri etails and to stol.gov.uk a pply visit /dhp or call 0117 9222 300.
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Council tax reduction scheme After council tax benefit was abolished in 2013, Bristol set up its own council tax reduction scheme to help people on a low income with the cost of council tax. This scheme is expected to continue on similar terms for 2015-16. For details and to apply visit www.bristol.gov.uk/ctr Personal independence payment Personal independence payment (PIP) has started to replace disability living allowance (DLA). New claims for DLA ended on 10 June 2013. PIP will gradually replace existing claims for DLA. All ‘working age’ people who get DLA will need to claim PIP instead, during the next five years. It does not affect anyone of pensionable age as attendance allowance continues. Universal Credit Universal Credit is a new benefit payment for people of working age, bringing together Jobseeker’s Allowance, Income Support, Employment & Support Allowance, tax credits and Housing Benefit. It is being introduced gradually, starting with single people and couples of working age in certain geographic areas. Bristol is not likely to be affected until 2016. Last chance to save £140 on your electricity bill this winter If you receive income or disabilityrelated benefits you may be eligible for the Warm Home Discount, a rebate of £140 on your electricity bill. If you receive the guarantee element of pension credit you should already receive this discount automatically. To find out more visit www.gov. uk/the-warm-home-discountscheme, or call the Home Energy Team free on 0800 082 2234. The discount is only available for a limited time so call now to avoid missing out.
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News for all Bristol City Council tenants Winter 2014
Competition corner Gardening competition winners Thank you to everyone who sent us photos of their fantastic garden transformations – it was a difficult job picking the winners! Congratulations to Alan Grathand who won first prize, showing that even a high rise flat can be an amazing garden space. Well done also to runners up Mr and Mrs Johnstone and Sue Quick.
Win panto ! s t e k c i t Send us your best money saving secret and you could win tickets to Dick Whittington at Bristol Hippodrome. The show stars Britain’s Got Talent winners Ashleigh & Pudsey and CBeebies star Ben Faulks. Two family tickets are up for grabs, each admitting four people for the 7.00 pm performance on Friday 2nd January 2015. Send your tips to tpu@bristol.gov.uk or write to Freepost RTKJ-SGBZ-ULSH, Tenant Participation Team (SAH), Bristol City Council, PO Box 3176, Bristol, BS3 9FS (no stamp needed). page fourteen
visit our website www.bristol.gov.uk
Winter events It may be cold and dark outside, but there are still plenty of affordable events and activities going on across Bristol, especially in the run up to Christmas. We have picked a few of our favourites for you to check out.
Bristol German Christmas Market until 22 December Broadmead: The annual market returns for the sixth year. 38 traditional chalets, the Christmas nativity pyramid, giant advent calendar and beer gardens combine to create a festive atmosphere in the heart of the city centre shopping area. www. bristolgermanchristmasmarket .co.uk
Ashton Court Christmas Food & Craft Fayre 6-7 December Ashton Court Estate: An array of delicious local produce and beautiful handcrafted wares will be available to purchase from this vibrant, festive fayre set within the stunning Ashton Court Estate. Admission free. www.bristol.gov.uk/ ashtoncourtestate
Market at the Moon 6, 13, 20 December The Full Moon, Stokes Croft: The Market at the Moon is an event that emphasises local trade and talent, sustaining the ethically inclined community in Stokes Croft. Discover and enjoy the unique and loved goods your community can provide. www.marketatthemoon.com
Christmas shopping at St Nicks 7, 14, 21, 24 December Sample the quirky delights of Bristol’s best loved independent market every Sunday in December from 10am - 4pm. There will also be a special Christmas Eve market on the Nails on 24 December from 9.30am - 2.30pm. Find out more at www.facebook.com/ stnicholasmarket
Wildlife Photographer of the Year until 22 February 2015 Bristol Museum & Art Gallery: Celebrating its 50th year in 2014, Wildlife Photographer of the Year provides a global showcase of extraordinary images celebrating the drama, beauty and splendour of the natural world. www.bristolmuseums.org.uk
Moved by Conflict Exhibition until 1 March 2015 M Shed: The First World War had a profound effect on Bristol and its people. Through hundreds of original objects and archives Moved by Conflict explores the physical, social and personal changes made by war. Tickets: £3.95 – adult; £2.95 – concessions; and under 16s free. Free repeat visit with original tickets. www.bristolmuseums.org.uk
In Between Time 12-28 February Arnolfini: In Between Time returns in February with a world-leading festival of art and performance. Produced in collaboration with Arnolfini, this biennial festival storms the city with international theatre, music, dance and public artworks. www.arnolfini.org. uk/whatson/series/ibt-15
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News for all Bristol City Council tenants Winter 2014
Get in touch
You can get in touch with us in several ways. Information about our services is available on our website 24 hours a day, seven days a week at www.bristol.gov.uk/councilhousing Join in on Facebook: www.facebook.com/bristolcouncilhousing
Repairs and maintenance Report a repair online Online: www.bristol.gov.uk/repairs Post: Response Repairs (A Shed), Bristol City Council, PO Box 3176, Bristol, BS3 9FS Fax: 0117 922 2011
Rents and other housing payments Pay your rent online Online: www.bristol.gov.uk/payrent Email: rent.management@ bristol.gov.uk 24 hour payment line: 0870 707 7776 (for touch tone phones) Post: Rent Management Service (100TS), Bristol City Council, PO Box 3176, Bristol, BS3 9FS Fax: 0117 352 5033
Caretaking
Rehousing Online: www.bristol.gov.uk/rehousing Email: rehousing.enquiry@ bristol.gov.uk Tel: 0117 922 2400 Post: Rehousing Services (FHO), Bristol City Council, PO Box 3176, Bristol, BS3 9FS Fax: 0117 353 3050
Housing benefit and council tax reduction Online: www.bristol.gov.uk/benefits Email: benefits.enquiry@ bristol.gov.uk Tel: 0117 922 2300 Post: Housing Benefits (100TS), Bristol City Council, PO Box 3176, Bristol, BS3 9FS Fax: 0117 352 6400
Adaptations services
Online: www.bristol.gov.uk/caretaking Email: caretaking@bristol.gov.uk Post: Caretaking Services (BH), Bristol City Council, PO Box 3176, Bristol, BS3 9FS Fax: 0117 352 5270
Helping people stay independent in their own homes. Online: www.bristol.gov.uk/caredirect Email: adult.care@bristol.gov.uk Tel: 0117 922 2700 All initial calls handled by the council’s Care Direct Service.
Estates services
Ground maintenance
Helping with issues about your tenancy, neighbours and neighbourhoods. Online: www.bristol.gov.uk/estates Email: estates@bristol.gov.uk Post: Estate Management Service (100TS), Bristol City Council, PO Box 3176, Bristol, BS3 9FS Fax: 0117 353 5104
Tenancy fraud
For all repairs, rents, caretaking, anti-social behaviour and estates enquiries
0117 922 2200 You can ask us to call you back to save time and money page sixteen
Email: bristolparks@bristol.gov.uk Tel: 0117 922 3719 (Option 4) Post: Bristol Parks, Floor 4, Bazaar Wing, Brunel House, St George’s Road, Bristol BS1 5UY
Email: tenancy.fraud@bristol.gov.uk Tel: 0117 922 2470
Out of hours emergency
0117 922 2050
Customer Service Points We don’t deal with all housing services face-to-face at our customer service points, but we will help you contact services online or by telephone.
Visit us at: P hoenix Court: (next to Cabot Circus) Bond Street South, Bristol BS1 3PH Open Monday, Tuesday, Thursday, Friday 9am-5pm, Wednesday 10.30am-5pm Fishponds: Robinson House, Hockeys Lane, Fishponds, Bristol BS16 3HL Open Monday, Tuesday and Thursday, 9am-5pm, Wednesday 10.30am-5pm Friday 9am-4.30pm artcliffe: H Symes House, Peterson Square, Hartcliffe, Bristol BS13 0BD Open Monday, Tuesday and Thursday, 9am-5pm, Wednesday 10.30am-5pm Friday 9am-4.30pm Ridingleaze: Ridingleaze House, Ridingleaze, Lawrence Weston, Bristol BS11 0QE (Closed Monday) Open Tuesday and Thursday, 9am-5pm Wednesday 10.30am-5.30pm Friday 9am-4.30pm Southmead: Southmead House, Greystoke Avenue, Southmead, Bristol BS10 6BQ Open Monday, Tuesday and Thursday, 9am-5pm, Wednesday 10.30am-5pm Friday 9am-4.30pm