housingnews www.bristol.gov.uk Winter 2013/14
News for Bristol City Council tenants
Weighing up the benefits How Bristol tenants are adapting to welfare changes
Inside: l WIN a year’s free gym membership l Save on your energy bills
l How to order repairs online
Please recycle this magazine after use
News for all Bristol City Council tenants Winter 2013/14
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 a different format, for example braille, audiotape, large print or computer disc, or community languages, please contact 0117 922 2979
Welcome to
housingnews Happy New Year and welcome to the winter issue of Housing News. We know that many households feel the strain on their finances at this time of year, which is why this issue has a special focus on money matters. We meet several council tenants who’ve been affected by benefit changes and found different ways to adapt (pages 6–8). There’s also information on the support services available. If heating bills are a concern, our free energy advice service could help (see opposite). The scheme is all part of ongoing work by the council to make your homes greener and more efficient, including making sure your home is properly insulated (see page 5). Finally, meet some award-winning tenants (pages 10–11) and find out how getting involved makes a difference. Why not make it your new year’s resolution to do the same? Check out the courses and roles available on page 11. Steve Barrett and Mary Ryan Service Directors Bristol City Council Landlord Services
Housing News is published three times a year, and delivered to every city council home. We welcome your comments about the paper, or if you have any enquiries please contact the editor. Call: 0117 922 2979 email: communications.marketing@bristol.gov.uk Or write to the Freepost address: Communications Team (3BH), Bristol City Council, Freepost BS 4341, Bristol BS1 5ZZ (no stamp required).
Complaint, compliment or comment If you have a complaint, compliment or comment about any council service please contact the relevant department directly or Fair Comment. Email: faircomment@bristol.gov.uk Fill out an online form: Written, designed and printed by Bristol City Council. BD3628 January 2014
page two
www.bristol.gov.uk/faircomment
Write to our freepost address: Fair Comment, Freepost BS4341, PO Box 595, Bristol BS99 2BR For more information or help please contact: 0117 922 2723
visit our website www.bristol.gov.uk
Reporting repairs just got easier If you have access to the internet, you will soon be able to report repairs through an easy new online system. How it works 1 V isit www.bristol.gov.uk/ repairs and choose ‘Report a repair’
use the web for any nonurgent repairs especially at times when the telephone service is busy.
If the team can’t make the 2 S imply click on the appointment time you’ve pictures to select the type chosen, they will phone you of repair you need to arrange a convenient 3 Choose your own alternative. appointment slot The system will be available Your repair request will go from late January. For through to the same team urgent repairs please that answers telephone continue to call requests. It’s a good idea to 0117 922 2200 (option 1).
New council homes for Bristol Bristol City Council has announced ambitious plans to build up to 1,000 new council-owned homes in the next 15 years. The council is initially looking to construct a number of large family homes as these are particularly in demand. There are also plans to build more one and two bedroom properties to help existing tenants who want to downsize. The homes would be built on council-owned land right across Bristol.
Service Director for Landlord Services, Mary Ryan, said: “Demand for social housing has reached unprecedented levels and we want to do more to improve the supply of affordable homes. This is an exciting programme and gives us an opportunity to make a real difference to those in housing need.” Plans are still at an early stage. The council is starting to identify sites for the first homes and will then need to consult with neighbouring residents before applying for planning permission. Building will begin in mid 2014.
Stay warmer this winter Do you struggle with your energy bills? Is your home cold, damp or draughty? Is your heating system confusing? The new tenants’ energy advice service can help. The service offers: • Practical advice on how to lower your energy bills and make your home warmer. • Help understanding your energy bills with information on payment options, tariff rates, switching suppliers, and grants and assistance you’re entitled to.
• Recommendations on how to reduce damp, mould and condensation in your home. • Information on making the best use of your heating controls, whether you have gas central heating, night storage heaters, or air source heat pumps.
Get in touch for free energy advice • Phone 0800 082 2234 (free from landlines) or 0117 934 1957 • Find advice online at www.cse.org.uk/ bristoltea • Email home.energy@cse.org.uk • Facebook Home Energy Team • Twitter @CSE_HomeEnergy
page three
News for all Bristol City Council tenants Winter 2013/14
Hartcliffe residents get a taste of the action Tenants in Hartcliffe have had the chance to raise issues and receive support through the ‘Reaching Out’ programme, organised by the city council’s estate management team. Two, week-long events took place at Millmead House and the Bishport Five blocks in Hartcliffe. Support came from a range of agencies including the council, the Police, Safer Bristol, TWIN Employment & Training, the Teenage Parents Project, Hartcliffe and Withywood Community Partnership, Waste Doctors and the Dogs Trust. Officers also followed up specific complaints and took enforcement action against some individuals.
The aim of the events was to give tenants the opportunity to raise issues on their own doorstep and say how they felt about where they live. At Bishport Five the team met over 100 tenants and received very positive feedback: an average score of 4 out of 5 for satisfaction, with comments such as “better than ever”. At Millmead House the week ended with a community event (pictured) and the sharing of a very
large strawberry gateau donated by a local supermarket. There are plans to carry out similar initiatives in other parts of the city over the coming year.
New permit scheme for mobility scooters Residents who own mobility scooters and live in blocks of flats with communal areas have received new permits this winter. The permit covers storage arrangements for the scooter and gives the owner permission to ride in communal areas such as internal hallways. Permit holders will also be listed on a database so they can be kept up to date with any changes that affect them. The scheme was set up in response to feedback from residents about how to improve fire safety in blocks. If you, or a member of your household, owns and uses a scooter and has not yet received a letter or visit from the council, please get in touch to join the scheme. Call the fire safety team on 0117 922 2200 (option 4 or 5), or email firesafetyteam-landlords@bristol.gov.uk
Council apprentices top of the class Young apprentices working in the council’s repairs service led the field at the recent On Site construction awards.
plastering apprentice of the year, electrician apprentice of the year and special achievement, won by plumbing apprentice Tyler Jones (pictured).
Council apprentices scooped top prize in five categories including
On Site Bristol is a notfor-profit partnership set up to help local people
page four
to get jobs and training in construction. The scheme is now accepting applications for apprenticeships starting in 2014. For more details visit www.onsitebristol.co.uk.
visit our website www.bristol.gov.uk
Energy that doesn’t cost the earth Did you know Bristol City Council houses are more energy efficient that the typical English property? On average, Bristol’s council homes achieve an energy performance rating of 69, compared to a national average of 56.7 (2011 figures). The council has now launched a major programme to make its homes even more eco-friendly – supporting Mayor George Ferguson’s vision of Bristol as a global green capital. Work has started on a £63m scheme to overclad 64 blocks of flats with external wall insulation in the next nine years. Three walk-up blocks in Easton were the first to benefit, with residents set to save as much as £300 per year on energy bills. The council is considering extending the scheme to a further 3,100 houses.
The Mayor and Cabinet have also backed proposals to install solar panels on properties where feasible, to provide a new source of sustainable energy. Bristol is already the first council in the UK to own its own wind farm, which was switched on in November 2013.
Tenants evicted for anti-social behaviour Bristol City Council has evicted two tenants from their homes for persistent anti-social behaviour • A 42-year old man was evicted from his home in Withywood after he caused serious nuisance to neighbours by playing loud music, threatening other residents, shouting and swearing in the street and causing criminal damage to his property. The tenant ignored various warnings given by housing officers and failed to comply with a police anti-social behaviour injunction. • A second man was evicted from a block in Silcox Road, Hartcliffe after police discovered 16 cannabis plants in his flat. The man was charged and convicted of producing a controlled drug.
Paul Bannerman, Housing Manager, said: “We’re committed to working closely with the police to tackle anti-social behaviour. As these two cases highlight, by working together we can deal effectively with such behaviour and improve the lives of other tenants.”
To report anti-social behaviour • Call 0117 922 2200 (option 4), Monday to Friday, 8.30am to 6pm • email estates@bristol.gov.uk • use Looking Local on Sky TV (channel 539) or Virgin (channel 233) – press the red button, enter code 2747 for Bristol and then select ‘Council Housing’.
Loft and cavity insulation Other improvements include a two year project to make sure all council homes have good loft and cavity wall insulation. To find out more call 0117 352 5935 or email asset.management@bristol.gov.uk
Repairs satisfaction soars Satisfaction with the council’s repairs service has risen to 95%, thanks to a new scheduling system. The new system offers more flexible appointments with a choice of four different time slots. In a recent survey of 240 customers, 100% were satisfied with the convenience of appointment times.
page five
News for all Bristol City Council tenants Winter 2013/14
Weighing up the The government is making big changes to the welfare system. The aim is to make the system simpler and ensure people of working age are better off in work than on benefits. The changes that affect housing benefit have caused some people’s income to go down, putting increasing pressure on family budgets. Housing News meets three tenants who have found ways to adapt.
Avoid the under-occupation charge with mutual exchange A mutual exchange is where you can swap your property with another council or housing association tenant from anywhere in the country. It is often a quicker method of moving home than a transfer. Mutual exchange can really help if you are affected by the underoccupation charge (‘bedroom tax’) and need to downsize to a smaller property. By exchanging with another tenant who needs an extra room or two, you could swap homes to meet both your needs. To find someone to exchange with you can use www.homeswapper.co.uk Homeswapper is easy to use, covers the whole country, and it’s free. Just register your details on the Homeswapper website and wait for ‘match alerts’ to be sent to you. Council tenant, Leanne (right) has recently moved by mutual exchange. She was previously living in a three bedroom
page six
house but not using all the bedrooms. She was struggling to find the extra money each month to pay the under-occupation charge and felt everything was getting on top of her.
“The area is lovely, I am closer to my family and things are really getting back on track”
Leanne said “I found my exchange through contacts on Facebook. The tenant I have swapped with needed more bedrooms and we both really wanted to move. “Now I’m in a smaller property I am much happier and life is much better. I am no longer worrying about the underoccupation charge and can now afford extra gas and food. The area is lovely, I am closer to my family and things are really getting back on track.” When you find someone to exchange with you must complete an application form and take it to any customer service point or send it to: Estate Management Service, PO Box, Bristol BS99 2AW to request permission. For more information visit www.bristol.gov.uk/ exchanges
To help people affected by the under occupation charge, the council has recently relaxed its rules on exchanges and will now consider requests from tenants who are in
arrears. To get approval you must demonstrate you are doing everything you possibly can to repay the debt and make an acceptable plan to continue doing so.
visit our website www.bristol.gov.uk
benefits
Make your money work for you If you are struggling to make ends meet, you can get help to manage your finances more effectively from two new projects. Pennywise offers free budgeting advice and support to social housing tenants who are over 25 and either in their first social housing tenancy or moving in or out of work. Cashpoint offers free advice to younger tenants (aged under 25). Council tenant, Caroline (not her real name), was in a real financial mess when she first spoke to Pennywise: “I was really at rockbottom, not knowing where my money was going or having enough for bills. I even had a pending court date,” she said.
Pennywise helped Caroline identify where her money was going, and cut spending by getting more organised. For example, she now plans her meals and writes a list before going shopping, which has helped save money on food and reduced trips to the supermarket. Her advisor also referred her to a project to help her find new employment (more on this below). “I feel a lot more relaxed about my money and my finances now. I have more of a disposable income that is available, which gives me added
security. I feel an awful lot happier – like a huge weight has been lifted off my shoulders.” Pennywise offers free confidential advice and one-to-one support which covers all aspects of managing finances, including: • opening bank accounts •b udgeting for household bills and rent payments • c hecking benefit and grant entitlements • planning for the longer term • c oping with changing circumstances To book an appointment with a mentor visit www.pennywise.org.uk call 0117 970 4548, email pennywise@placesforpeople.co.uk or text your name to 07435 974651
“Claire, my mentor, really helped just get things straight at first. It was good just having someone to talk to, without feeling like there is any judgement about your situation. Her advice allowed me to recognise what my priorities were and helped me feel more in control of my money.”
To contact Cashpoint visit www.1625ip.co.uk/What-We-Do/ Cashpoint-Project call 0117 317 8800 and ask for the Cashpoint team or email cashpoint@1625ip.co.uk
It pays to work We’re hearing more and more positive stories of tenants getting back into work with support from the council’s ‘Move on’ scheme. Advisors offer free confidential advice and support on work, education and training opportunities to tenants who are either looking for work or to change their job. Council tenant Tracey was referred to the scheme by a housing advisor in July 2013. She was under occupying her property and had her
housing benefit reduced in April 2013. Struggling to make up the difference in her rent, she wanted some help to find employment. Tracey hadn’t worked for a number of years as she had been raising her family and was worried that she wouldn’t be able to find a job. Her advisor helped her put together a CV and cover letter, gave her some interview practice and supported her in applying for a number of jobs. In September Tracey was offered a job as a retail assistant and started work a couple of weeks later.
“The Move on project has really helped me,” Tracey said. “I’ve learnt how to do loads of things including how to look for a job on the internet, constructing my CV and writing cover notes. It also gave me a lot of confidence. “I can also confirm that I was offered a job which I heard about through my Move on advisor. So, I can honestly say that without this support, I would definitely still be unemployed.” To arrange to meet an advisor call 0117 978 1708 and ask for Move on.
page seven
News for all Bristol City Council tenants Winter 2013/14
Weighing up the benefits: further help Local crisis and prevention fund Bristol City Council’s crisis and prevention fund is for those in the greatest need who have experienced a crisis or an emergency or need household goods. To apply, you must be living in Bristol and meet the low income criteria. Emergency payment awards will be given as pre-payment cards for food, gas and electricity.
The card will need to be collected from a city centre location on the next working day after your application is received. Only one award can be made for emergency payment each year, and only one application for household goods in two years. To find out more visit www.bristol.gov.uk/lcpf or call freephone 0800 923 0101. Emergency payment and household goods applications can be made over the telephone from 8am – 12 noon, Monday to Thursday and 8 –11am on Fridays.
Discretionary housing payments If you are in receipt of housing benefit, have a shortfall in your rent and are in financial hardship you may qualify for discretionary housing payment. The council is able to assist some tenants in exceptional difficulty, who need extra help with housing costs on a short term basis.
For an application form visit www.bristol.gov.uk/dhp, call 0117 922 2300 or visit a customer service point.
The payments can help cover:
The council aims to give you a decision within 14 days and payments are usually made in line with your usual housing benefit payments. Different arrangements may be agreed in certain circumstances, for example payment of removal costs.
• Shortfalls in housing benefit as a result of the under-occupation charge • Reductions in housing benefit due to the benefit cap • Rent deposits or removal fees if you are affected by welfare reform and want to move to more affordable accommodation (please seek advice before you enter into any agreement) • Shortfalls between housing benefit and private rental charges
page eight
Universal credit – what’s happening? Universal credit is a new single benefits payment for people of working age. It is currently being trialled in some other local authority areas but no date has yet been announced for its introduction in Bristol. However, benefits claimants will start to see some changes this year. From this spring, anyone claiming jobseekers allowance will have to sign a ‘claimant commitment’ – a personal plan, agreed with the Jobcentre, outlining what you will do to give yourself the best chance of finding work. For more information visit www.gov.uk/universal-credit/ overview
visit our website www.bristol.gov.uk
News in brief Go direct for meals on wheels
Alarm bells?
When did you last test your smoke You can now directly contact detector? It’s a good idea to check it’s Bristol Meals Service to have meals working by pressing the test button delivered to your home. More about once a week. For more information visit this chargeable council service at www.bristol.gov.uk/firesafety or call www.bristol.gov.uk/mealsonwheels, 0117 922 2200 (option 1). telephone 0117 903 1520 or email community.meals@bristol.gov.uk You must register to vote Tenancy fraud campaign
Central Library’s art on the move The Central Library hosts the “Book Hive” through to March 2014 – an interactive work of art to celebrate 400 years of public libraries in the city. Pop in to see it for free if you’re near College Green.
Your electoral roll registration form must be returned by the end of January. Please telephone 0117 922 3400 for further information or help completing your form.
Win a year’s free gym membership worth £440! Is it your New Year’s resolution to get fit? Don’t miss the chance to win an annual membership with Everyone Active. The membership includes unlimited free use of the gym, swimming pools and group exercise sessions at Everyone Active’s six centres across the city. With centres at Easton, Horfield, Kingsdown, St Paul’s, Henbury and Bristol South, Everyone Active works in partnership with the council to offer enjoyable fitness activities for all ages and abilities. Sessions include personal training, yoga, kids’ activity camps, water work-outs, line dancing and much more. Find out more and book at www.everyoneactive.com
The council has launched a campaign to prevent and detect tenancy fraud. This includes sharing tenants’ data with other organisations. For example the information you provide when you complete council forms may be shared with other bodies responsible for auditing or administering public funds. For further information visit www.bristol.gov.uk/nfi
Slam the Door on Tenancy Fraud Tenancy cheats deprive those most in need. • • • • •
Subletting Getting housing by deception Living permanently elsewhere Exchanging tenancies without permission Making false claims to succession
… are all tenancy fraud or abuse. If this is YOU, take the right action now and hand your keys back. If you suspect someone is a tenancy cheat, please contact us.
To enter simply complete and return the form on page 11, by 14 February 2014, or enter online at www.surveymonkey.com/s/housing-news The winner will be drawn at random. Open to Bristol City Council tenants only.
0117 922 2470
tenancy.fraud@bristol.gov.uk
To find out more visit:
www.bristol.gov.uk/tenancyfraud
All information received will be taken seriously and treated in the strictest confidence.
page nine
News for all Bristol City Council tenants Winter 2013/14
Stars of the community Many tenants give up their time to support their local communities and help the council improve services. Every year some outstanding examples are recognised through the tenant participation excellence awards. Housing News caught up with two of the winners.
Betty Nutt (below) won the individual award for tenant learning after taking her first computer course at the age of 80. “It was something I’d been meaning to do for ages,” she said. “I saw something in one of the council newsletters about basic tuition on computers and decided to give it a go.” Despite ill health. Betty managed to attend all seven sessions and enjoyed it so much she was soon helping other people. After completing the course she got her own laptop which she uses for email, storing photos and Skype.
Gilbert Webster (above, far left) is chair of the Housing Scrutiny Panel, which won the group award for partnership working. The panel is made up of nine tenants and leaseholders who cast a critical eye over Landlord Services and make recommendations for improvement.
“And the group’s got the backing of the government too. We could go to the ombudsman if we wanted, if we weren’t happy. But we haven’t had any cause to as yet – we’d much rather work together to make things better.” On top of his role as scrutiny chair, Gilbert also volunteers one day a week at the tenant resource centre and was previously involved with the area housing committees. “I’ve been at it 20-odd years in one way or another,” he says. “It’s interesting and you feel as if you’re getting something done for tenants.”
“It’s interesting and you feel as if you’re getting something done for tenants.”
“It’s an opportunity to challenge the council and to work with them on improving the services tenants receive,” he explains. “Our first project was looking at the six week home visits that new tenants receive. We’re now looking at caretaking charges which is a bit of a contentious one – we’re looking at whether charges are allocated fairly. “I feel very confident that our work will change things. The managers and directors are very interested in working with us.
page ten
Get involved
The scrutiny panel is currently looking for new members. To find out more visit www.bristol.gov.uk/hsp email hsp@bristol.gov.uk or call 0117 352 1444
“I was absolutely flabbergasted to win the award,” she says. “When they came to my category there were about ten nominees. When they read my name out as winner... I couldn’t move. I was shaking! My husband, who’s 85, was over the moon! I never ever expected to win. It’s the first time I’ve won anything!” While Betty says she’s still not quite got over the shock of winning, the award has spurred her on: she’s now looking for an advanced computer course. Feel inspired? Why not follow Betty’s lead and try something new this year – see next page for some of the free courses available. To see the full list of award winners visit www.bristol.gov.uk/ tenantparticipation
visit our website www.bristol.gov.uk
FREE training courses Introduction to tenant panels
13 February 2014 (1-day course) City Hall New to tenant involvement and want to know more about the opportunities available? This course is for you. Refreshments provided.
Developing a newsletter
17 February 2014 (10.30am – 1pm) Bristol Tenant Resource Centre Learn how to put together a newsletter.
Planning an event
Make it your New Year’s resolution: get involved!
17 March 2013 (2 – 4 pm) Bristol Tenant Resource Centre Find out how to do it! Lots of top tips and ideas.
Interested in joining a tenant panel? Get in touch – 20 places available.
For bookings and further information contact the Tenant Participation Team
1. Become a Board member – 1 place
Call: 0117 352 1444 Email: tpu@bristol.gov.uk Visit: www.bristol.gov.uk/ tenantparticipation Facebook: Bristol Tenant Participation Write to: Tenant Participation (SAH) Freepost BS4341, PO Box 595 Bristol BS99 2BR
2. Join the Housing Scrutiny Panel – 5 places 3. Join the Service Inspection Team – 14 places To apply for these roles, please contact the Tenant Participation team for more details. Deadline for applications is Friday 21 February.
What do you think of Housing News? Give your views for the chance to win a year’s free gym and swim membership with Everyone Active. Simply complete the form below and return by freepost to Tenant Participation (SAH), FREEPOST BS4341, PO Box 595, Bristol BS99 2BR (no stamp needed) by 14 February 2014 (don’t forget your contact details!). Alternatively, fill in the survey online at www.surveymonkey.com/s/housing-news 1.
How many people in your household read Housing News?
2.
Do you agree or disagree with the following statements?
0
1
2
Strongly Agree agree
3
Not Disagree sure
The information in Housing News is useful to me
I want to receive information about council housing
Housing News is easy to understand
Housing News is interesting
I would prefer not to receive information about council housing services
4+
Strongly disagree
Any further comments or suggestions:
Yes
No
Would you be interested in joining the editorial board for Housing News? Yes
No
Would you be willing to take part in further research on Housing News?
Your contact details: First name Surname Address Postcode Phone number
Email address
If you would like to receive future editions of Housing News by email (rather than post) please tick If you would like to receive further information and special offers from Everyone Active please tick
page eleven
News for all Bristol City Council tenants Winter 2013/14
Contact us
You can get in touch with us in many different ways. Information about our services is available on our website 24 hours a day, seven days a week at www.bristol.gov.uk/councilhousing Repairs and maintenance Report a repair online at www.bristol.gov.uk/repairs l Email: repairorders@bristol.gov.uk l Post: Repairs, PO Box 595, Bristol BS99 2AW l Fax: 0117 922 2011
Rents and other housing payments Pay your rent online at www.bristol.gov.uk/payrent l Email: rent.management@ bristol.gov.uk l 24 hour payment line 0870 707 7776 (for touch tone phones) l Post: Rent Management, PO Box 595, Bristol BS99 2AW l Fax: 0117 352 5033
Caretaking l Online: w ww.bristol.gov.uk/ caretaking l Email: caretaking@bristol.gov.uk l Post: Caretaking Services, PO Box 595, Bristol BS99 2AW l Fax: 0117 352 5270
Estates services Helping with issues about your tenancy, neighbours and neighbourhoods. l Online: www.bristol.gov.uk/estates l Email: estates@bristol.gov.uk l Post: Estates Management Service, PO Box 595, Bristol BS99 2AW l Fax: 0117 353 5104
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
Rehousing l Online: www.bristol.gov.uk/ rehousing l Email: rehousing.enquiry@ bristol.gov.uk l Telephone: 0117 922 2400 l Post: Rehousing Service (AC), PO Box 640, Winchester SO23 3LY l Fax: 0117 353 3050
Housing and council tax benefit l Online: www.bristol.gov.uk/ benefits l Email: b enefits.enquiry@ bristol.gov.uk l Telephone: 0117 922 2300 l Post: Housing and Council Tax Benefits, PO Box 43, Bristol BS99 1BF l Fax: 0117 352 6400
Adaptations services Helping people stay independent in their own homes. l Online: w ww.bristol.gov.uk/ caredirect l Email: a dult.care@bristol.gov.uk l Telephone: 0117 922 2700 All initial calls handled by the council’s Care Direct Service.
Ground maintenance l Email: bristolparks@bristol.gov.uk l Telephone: 0117 922 3719 (Option 4) l Post: Bristol Parks, Floor 4, Bazaar Wing, Brunel House, St George’s Road, Bristol BS1 5UY
Tenancy fraud l Email: t enancy.fraud@bristol.gov.uk l Telephone: 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:
l Phoenix Court: (next to Cabot Circus) Bond Street South, Bristol BS1 3PH Monday, Tuesday, Thursday and Friday, 9am to 5pm Wednesday 10.30am to 5pm l Fishponds: Robinson House, Hockeys Lane, Fishponds, Bristol BS16 3HL Open 9am to 5pm Monday, Tuesday and Thursday, 10.30am to 5pm on Wednesday and 9am to 4.30pm on Friday. l Hartcliffe: Symes House, Peterson Square, Hartcliffe, Bristol BS13 0BD Open 9am to 5pm Monday, Tuesday and Thursday, 10.30am to 5pm on Wednesday and 9am to 4.30pm on Friday. l Ridingleaze: Ridingleaze House, Ridingleaze, Lawrence Weston, Bristol BS11 0QE Monday, Tuesday and Thursday, 9am to 5pm Wednesday closed Friday 9am to 4.30pm l Southmead: Southmead House, Greystoke Avenue, Southmead, Bristol BS10 6BQ Open 9am to 5pm Monday, Tuesday and Thursday, 10.30am to 5pm on Wednesday and 9am to 4.30pm on Friday.