newsextra Spring 2018
The magazine for South Staffordshire Housing Association customers
Nothing stops our marvellous Care Plus carers
Find out how you can join the team on page 25
Residents on the move in Kinver pages 4–5
Are you ready for Universal Credit? pages 12–13
Construct your career page 21
Welcome
There is plenty of great news to brighten your day in this bumper edition of News Extra I’m particularly pleased to be able to share with you details about a whole range of improvements that are being made to our services, as a direct result of your feedback. You can find out about our recent awards success and being shortlisted for no fewer than FIVE top business awards! Awards
that recognise our commitment to putting customers at the heart of everything we do. We’ve got all the information you need to get ready for Universal Credit too, along with budgeting advice and the chance to win a prize for sharing your top money-saving tip.
Jan Goode Neighbourhoods director
2018-19 rent calendar Our handy 2018/19 rent calendar, which can be cut out and kept for future reference, sets out when your rent is due and highlights any rent free weeks.
*Weeks 39 and 52 are rent free weeks. Week
Date
Week
Date
It is your responsibility to make sure that your rent is paid on time, whether you pay your rent yourself or it is paid by someone else, including housing benefit.
1
2 Apr 18
27
1 Oct 18
2
9 Apr 18
28
8 Oct 18
3
16 Apr 18
29
15 Oct 18
4
23 Apr 18
30
22 Oct 18
5
30 Apr 18
31
29 Oct 18
The rent that you pay covers the cost of repairs and maintenance, helps us to provide new homes in local communities and means that we can invest in improvements such as new kitchens and bathrooms.
6
7 May 18
32
5 Nov 18
7
14 May 18
33
12 Nov 18
8
21 May 18
34
19 Nov 18
9
28 May 18
35
26 Nov 18
10
4 June 18
36
3 Dec 18
11
11 June 18
37
10 Dec 18
12
18 June 18
38
17 Dec 18
13
25 June 18
39
24 Dec 18
14
2 July 18
40
31 Dec 18
15
9 July 18
41
7 Jan 19
16
16 July 18
42
14 Jan 19
17
23 July 18
43
21 Jan 19
18
30 July 18
44
28 Jan 19
19
6 Aug 18
45
4 Feb 19
20
13 Aug 18
46
11 Feb 19
21
20 Aug 18
47
18 Feb 19
22
27 Aug 18
48
25 Feb 19
23
3 Sept 18
49
4 Mar 19
24
10 Sept 18
50
11 Mar 19
25
17 Sept 18
51
18 Mar 19
26
24 Sept 18
52
25 Mar 19
The easiest way to pay your rent is by direct debit. It’s convenient and gives you the peace of mind that your rent will be paid on time. You can choose a regular payment date each month. Please call our customer services team on 01785 312000 who will be able to set up the direct debit for you. If you are struggling to pay your rent, please talk to us. We can work together to try to ensure that you don’t fall into rent arrears and risk losing your home.
*Rent free weeks only apply if your account is in credit.
2 News Extra | Spring 2018
Let’s Talk: your voice counts We are committed to listening to the views of our customers and providing opportunities for you to have a real say in the services we provide.
}} Looking at how we clear and clean empty homes, prior to them being re-let and making service improvement recommendations.
If you would like to have your say, there are lots of ways in which we gather opinions and feedback. You can join one of the customer panels who regularly meet at our offices:
Customer panel
Scrutiny panel The customer-led scrutiny panel review areas of the business agreed in conjunction with our management team and Homes board. Recent projects carried out by the panel include: }} Reviewing the gas servicing and out-of-hours contracts and providing feedback to help shape the tender to appoint new contractors.
Chaired by Alyson Lanning, the customer panel has a rolling agenda covering key areas of our business. The newly formed panel recently met for the first time to discuss their future work and review a number of board papers.
Let’s Talk online You can also share your views by completing online surveys and giving your feedback via email and telephone. We are currently building a new Let’s Talk website portal so that involved customers can review documents and share their
feedback online. We will tell you more about this in the next edition of News Extra.
Get involved If you would like to join our Let’s Talk campaign and get involved please register your details on our website – www.ssha.co.uk or call 01785 312000.
s talk ’ t e L Your voice, your home, your future
New customer advocate Alyson Lanning has recently been appointed customer advocate and board liaison - a role she is thoroughly enjoying. “As a longstanding board member, I am passionate about supporting local people and communities and making sure that all customers have an opportunity to share their views.” said Alyson. Within her new role, along with chairing the customer panel, Alyson has been tasked to encourage and support customers to become involved, so that their voice is heard and
act as an independent link between customers and the Homes Board. “I strongly believe that the most successful organisations are those that listen carefully to their customers.” explains Alyson. “I would encourage anyone who wants to share their experiences to get in touch so that we can all work together to make a real difference.” You can contact Alyson by emailing her at customeradvocate@ housingplusgroup.co.uk
Spring 2018 | News Extra 3
On the move — new homes for residents of Mill House and The Burgesses As part of our commitment to provide high-quality accommodation for older people, we have ambitious plans to create new, purpose-built retirement accommodation for Mill House and The Burgesses in Kinver. New homes to replace outdated bedsits and cramped bungalows will be designed for people who want to live independently, knowing that support is there if
they need it. To minimise the disruption for residents we are proposing to develop the sites in two phases. Subject to planning permission, we hope to begin work on The Burgesses at the end of this year and start to redevelop Mill House in 2020. We know that it isn’t easy to move home. But by planning the project in two phases and giving
lots of notice and support, we can help people stay local, close to family, friends and familiar surroundings. The first residents have already made their move, snapping-up alternative accommodation as it becomes available in Kinver. We caught-up with some of them, to share their moving stories.
Joan Allmark Former Mill House resident Joan Allmark believes it’s never too late to take a chance on romance. She has moved into a new home with Tom, who used to live next door to her at Mill House. “When I moved into Mill House two years ago, the last thing I imagined was that I’d be moving out as part of a couple,” says Joan. When Joan moved into Mill House, Tom popped round with a kindly welcome and the two soon became friends. “My granddaughter said, “He likes you, Nan!” but I told her not to be daft.” Soon, though, Joan and Tom went on their first date, a day trip to Bewdley. They have been together ever since. “It’s lovely to have the companionship. We’ve been on holiday to Wales and Cornwall. I used to go away before I met Tom but it’s much nicer to travel with someone special.” 4 News Extra | Spring 2018
Although she hadn’t lived in Mill House long, Joan had settled into her flat and the greenfingered resident had even given a facelift to the communal gardens. Understandably, she was upset to learn of plans to redevelop the site. “Once I’d had time to think about it, though, I realised that it’s a blessing. My flat is at the front of the building and I have breathing problems made worse by the traffic fumes and sandstone dust. I’ve suffered with asthma and even had pneumonia while I’ve lived here.
“We decided we might as well move in together and make it official!” “Tom and I had thought about getting a bungalow together. When we heard about the redevelopment we decided we might as well move in together and make it official! “We are moving into a nice area with our own garden. Our families can stop worrying about us. My daughter Daniella lives in Kinver and she’s over the moon. Tom’s family are happy that he’s got someone to organise him!”
John and Eileen Dearden John and Eileen Dearden have moved from The Burgesses into a newly-built bungalow in Kinver. It was the desire to live near their daughter Susan that brought John and Eileen to Kinver five years ago. John admits that they hadn’t planned another move: “It was a shock to hear about the redevelopment proposal but it made a big difference that we were given as much information as possible and kept in the picture as we’ve gone along.” Rehousing and support officer, Jackie Ilic, has been working closely with residents and their families to help people make the right move. She thought that a new bungalow would be perfect
for John and Eileen and took them to have a look around. “We loved it straight away. It’s beautiful and we were excited to get moving. We have got more space and our own garden. It’s good to be able to move into somewhere brand new, decorated just the way we like it.”
“We’re really excited to move. We’ll have more space and our own garden.”
Mary Taylor Mary has moved into a bungalow opposite her daughter Polly, in Kinver. “I had a wish list for my perfect home and I’ve ticked every box. I’ve got a great location, plenty of space and best of all, an enclosed garden. There is even a greenhouse! “I’ve been living in The Burgesses for five years and although it’s a lovely community my bungalow is small, cold and damp. Because it backs onto the woods there is very little natural light and I have my lights on, all day. I know that I am going to be very happy in my lovely sunny new home.
“I think the development is good news for the village, too. We need more homes designed for older people, so we can live comfortably and safely near our friends and families.”
“I had a wish list for my perfect home and I’ve ticked every box.” Spring 2018 | News Extra 5
Caring for our environment As a leading local housing provider we have a responsibility for looking after the environment where we live and work. We have put sustainability at the heart of our business. We are working hard to reduce carbon emissions, introducing effective waste management strategies, increasing awareness and promoting sustainable behaviour for both residents and staff. Here are just some of the things that we are doing to support sustainability in local communities: }} We’re installing energy efficient boilers in our
6 News Extra | Spring 2018
properties, conserving energy and reducing fuel poverty. }} We’re introducing electric cars and vans to reduce our carbon footprint and providing charging points in our offices and retirement living communities. }} We’re expanding the Home MOT scheme, providing a more efficient use of people and resources. }} We’re using HIPPO bags for efficient waste disposal during home improvement projects and recycling more of our materials.
}} We are introducing energy-saving lighting in our retirement living communities and communal areas. }} We are providing recycling points in our offices and cutting the use of paper, too. We are also encouraging customers to choose to receive information from us by email or other digital means, where possible. }} We are building fuelefficient homes to sustain rural communities and support thriving towns and villages.
Fair Landlord • Fair Landlord • Fair Landlord • Fair Landlord • Fair Landlord
Fair Landlord: spending carefully to deliver more Every year, we make a commitment to build more new homes and deliver more home improvements as customers tell us that these are the things that matter to them most.
That’s why from 1 April 2018, customers who continually breach the terms of their tenancy agreement may no longer be eligible to receive high value home improvements.
We want to make improvements to your home at the earliest possible opportunity. Unfortunately, last year we spent over £1.2 million managing rent arrears, tackling anti-social behaviour and dealing with missed appointments for vital safety checks. This is a huge amount of money that could have been spent improving homes.
Under our Fair Landlord approach we are introducing a new policy to help us tackle significant tenancy breaches including:
By reducing the amount of money we spend on dealing with these tenancy issues we can do more for our customers who pay their rent on time and who look after their home and neighbourhood. We don’t think it’s fair that these customers should have to wait longer than necessary to benefit from improvements like new kitchens and bathrooms.
What’s new?
}} Rent arrears. }} Anti-social behaviour/ property in poor condition. }} None access to a home for vital safety checks to be carried out. If we contact a customer raising concerns about any of the above matters we will also let them know that if the outstanding issues are not resolved, within agreed timescales, they may be added to the Risk Register. Customers on the Risk Register will not be eligible for new kitchens, bathrooms, exterior doors or windows to be fitted to
their home, until the problems are resolved. However, there are lots of opportunities for customers to resolve any outstanding issues before it gets to this stage. Our teams also offer help and advice to make sure customers get support to manage any difficulties they may be experiencing. We have created a step-by-step guide explaining how customers can be added to the Risk Register, which is available on our website – www.ssha.co.uk/my-home/ fair-landlord Vulnerability and Decent Homes Standard checks will be carried out so that additional support is offered where needed and to ensure that our homes continue to meet regulatory standards.
Spring 2018 | News Extra 7
Fair Landlord • Fair Landlord • Fair Landlord • Fair Landlord • Fair Landlord
Why are we introducing this new policy? Escalating court and legal fees, along with the on-going impact of Welfare Reform has meant that we are spending more to resolve tenancy breaches. This is money that could be spent delivering more home improvements and extending our services. The tenancy responsibilities covered under the new policy can have a long-term effect on all of our customers. Paying rent is a key part of a tenancy agreement. Keeping rent arrears down will ensure that customers who pay their rent on time, every time, are not unfairly subsidising other customer’s rent arrears.
8 News Extra | Spring 2018
Anti-social behaviour (ASB) can be an extremely difficult experience and cause extensive neighbourhood problems. By tackling and reducing ASB we will enable everyone to live peacefully in their neighbourhood.
on time benefit sooner from planned home improvements.
Help and advice If you are struggling to pay your rent, need support and advice regarding ASB or would like to speak to someone to make sure your gas and electricity safety checks are up-to-date we are here to help. Please call our customer services team on 01785 312000 or email enquiries@ssha.co.uk
Customer safety is our priority and by law we must carry out gas and electrical testing in all of our homes to make sure they comply with regulatory standards. Allowing us access to undertake this work ensures Further information customers are not putting at risk their own life or that of their To find out more about our Fair family and neighbours. Landlord approach, to view the property improvements policy We believe that the new policy or read our step-by-step guide will encourage customers please visit www.ssha.co.uk. to keep to the terms of their tenancy agreement and make sure that tenants who look after their home and pay their rent
Awards success for Housing Plus Group There has been more awards success for Housing Plus Group this year, with recognition for our drive to make a difference in local communities and to put our customers at the heart of what we do.
Harrison, who is pictured above. Danielle and her young son were helped out of homelessness by the Group and she had shared her story with the judges during their interviews with award finalists.
Midlands Business Awards
The award recognised our support for people like Danielle as well as our drive to deliver new affordable housing in our communities, the care we provide to help older people live independently and the help that we give tenants to maximise their income, improve their qualifications and get into work.
We were delighted to be shortlisted for no fewer than THREE top prizes in the Midlands Business Awards in February and even more thrilled to be among the night’s big winners. Housing Plus Group was shortlisted as the Service Provider of the Year and was presented with the Corporate Commitment to the Community award. Neighbourhoods director Jan Goode was also highly commended in the Business Person of the Year category. Joining Housing Plus Group on stage to accept the Corporate Commitment to the Community prize was customer Danielle
“The award really shows the Housing Plus Group’s commitment and passion for making a difference to the communities we work within and we’re so proud to be recognised in this way,” said Jan Goode.
TPAS Awards
tenant engagement experts TPAS, recognising the close involvement of customers in our annual report, which outlined the results of our work last year in terms of its impact on individual people and families. The TPAS Awards will be presented in April.
EEM Building Communities Awards The Group was also recognised in the Building Communities Awards, where we were shortlisted in the Project of the Year category.
UK Housing Awards And as if all THAT wasn’t enough, we are looking forward to the UK Housing Awards – the biggest awards in the housing sector – where Property Plus has been shortlisted in the category of Outstanding Approach to Repairs & Maintenance.
The Group has been shortlisted for an award by Spring 2018 | News Extra 9
Breaking the mould – building suc In 2016 there were so few female workers in the construction industry that for some individual trades, a government report on employment was unable to provide an estimate of how many there were. It is estimated that women account for around 13 per cent of people working at every level from building site to boardroom. In Staffordshire and Shropshire, Property Plus is working hard to redress that balance.
“We are moving towards a workforce that better represents our customer groups,” explains director Stephen Collins. “We provide equal employment opportunities in our local communities, with rewarding careers and progression at every level from apprenticeship to management.” Property Plus customers now expect to see women included in our repairs, electrical and maintenance teams. We spoke to some of the women breaking the mould in the local area.
Cathy Jones “Things have changed. Our male colleagues understand that women are ambitious, confident and every bit as good as them.” Cathy Jones joined housing maintenance specialist Property Plus in February 2016. Having previously worked as a PA in accountancy and insurance firms, she had been enjoying the variety of temping. Four weeks after starting work at Property Plus, Cathy applied for a permanent role with the company. She is now a health and safety and facilities management coordinator.
“I’m so glad I made the switch. Things have changed. My male colleagues understand that women are ambitious, confident and every bit as good as them. I look around me and I can see fantastic female role models and male managers who are encouraging me to progress. If I could go back in time and talk to the sixteen-year-old me, I’d say ‘open your mind; don’t let yourself be put into a box’.”
Samantha Manning “When I was at school I wanted to be a midwife. Now I’m fitting kitchens and I love it!” Samantha Manning works with Property Plus in Shropshire, where she is a team leader responsible for refurbishing kitchens in some of the 6,000 homes managed by Housing Plus Group. “I’m in what was traditionally seen as a male dominated environment but I was accepted 10 News Extra | Spring 2018
from the start and got lots of encouragement from the men in the team. It was probably a bit more unusual when I started. There was only one other woman working with me. Now there are women in all the trades and we are seeing a fantastic increase in the number of female apprentices.”
ccess for women in construction Amy Griffith “The brilliant thing about working in this business is that there is always another rung on the ladder.” At 21 Amy Griffith started her career as an administrator with a housing association. “They gave me the opportunity to develop my skills and even paid for me to study for a degree. In housing I discovered an environment where I could make a real, practical difference to the lives of people and communities. It felt good to be able to make that difference.” Twenty years later, Amy is operations manager for Property
Plus in Shropshire, managing home improvements and repairs to 6,000 homes and retirement living schemes across the county. “I’m already working towards the next step in my career. I have a development plan, access to coaching and training support to improve specialist knowledge required in the role. The brilliant thing about working in this business is that there is always another rung on the ladder.”
Sue Griffiths “I had a secondment in 2007 and I’ve never looked back.” Sue Griffiths started work with her local council 21 years ago, continuing her employment when ownership of the council’s housing stock transferred to the newlycreated South Staffordshire Housing Association. “I applied for a secondment, working with the operatives repairing properties. I was supposed to be there temporarily but I’ve never looked back.”
Sue is now a health and safety co-ordinator with Property Plus, working alongside operatives repairing 6,000 homes and retirement schemes managed by Housing Plus Group in Staffordshire. “As I’ve taken on more responsibility I’ve had coaching and training to help me succeed in my role,” she says. “I’d encourage any woman to consider a career in construction. It’s challenging, rewarding and every day is different.”
For up-to-date information about current vacancies in Property Plus and other parts of our Group visit www.housingplusgroup/careers Spring 2018 | News Extra 11
Welfare Reform • Welfare Reform • Welfare Reform • Welfare Reform • Welfare Reform
Welfare Reform — Universal Credit Universal Credit is continuing to be rolled-out across Staffordshire
What is Universal Credit? Universal Credit (UC) is a means-tested benefit for working age people, on low incomes, who are either in or out of work. It replaces the following benefits: }} Housing Benefit }} Income-based Job Seeker’s Allowance
When is UC being rolled-out in my area? The roll-out of UC in Staffordshire started in September 2017 and is ongoing. Please take a look at the table below to find out more.
}} Income-related Employment and Support Allowance
Postcode
UC launch date
}} Income Support
DY
September 2017
WV4, WV8, WV9
December 2017
}} Working Tax Credit }} Child Tax Credit If you are making a new benefits claim or changing your circumstances, there are some important facts you’ll need to know:
TF11, TF12, WV5, WV6, February 2018 WV10, WV11, WV15, WV16
}} UC is assessed and paid to you in arrears, in a single monthly payment.
WS, ST15, ST17, ST19
}} You may have to wait between five and six weeks for your first payment. }} UC includes a Standard Allowance and Housing Costs element. }} It will be your responsibility to pay your rent directly to your landlord. }} You may have to top-up rent payments if your UC housing costs don’t cover all of your rent. }} Claimants can be single, in a partnership, married and have a family. }} UC helps working parents by providing financial help with eligible childcare costs, no matter how many hours you work.
Getting ready for Universal Credit There are some important steps you will need to take to successfully claim UC: }} Verify your ID
November 2018
Further information To find out more and download a copy of our Universal Credit leaflet please visit our website — www.ssha.co.uk. You may also find the links below useful:
Universal Credit www.gov.uk/universal-credit
Universal Credit and You online leaflet www.gov.uk/government/publications/ universal-credit-and-you Watch the ‘how to make a claim’ YouTube link www.youtube.com/watch?v=4jVeWPsCzUI
}} Get online
Contact us
}} Have a bank account
Please tell us straight away if you are claiming UC so that we can offer you support and advice to help you avoid rent arrears. Call 01785 312000 or email universalcredit@ssha.co.uk
}} Have an email account }} Make your landlord aware of your UC claim 12 News Extra | Spring 2018
• Welfare Reform • Welfare Reform • Welfare Reform • Welfare Reform • Welfare Reform
Our Employment and Money Advice (EMA) team already provide help and support for Universal Credit claimants Claimant one: This customer claimed Universal Credit on 25 January this year and a member of our employment and money advice team visited the following week. Our advisor went through the claim to let the customer know how much they would receive for both housing costs and personal allowance. The advisor agreed payments and let the customer know that further support was available.
Claimant two: These customers had a more complicated claim involving a number of different elements. Our advisor was able to help the customers understand how much they would receive for their personal allowance, housing costs and child elements, as well as explaining which other sources of income would not be included in the claim.
Claimant three: Our team was called in to advise a customer who had received less than expected in their first Universal Credit payment. We checked the payment and were able to help the customer understand the level of payment they would normally receive.
Universal Credit drop-in Please join us to find out more about Universal Credit and how it could affect you.
Tuesday 1 May 2018 between 10am and 2pm Wombourne Library, Church Road, Wombourne, WV5 9EZ
Spring 2018 | News Extra 13
New name for our advice and support service There is a new name for our advice and support service. It is now called the Employment and Money Advice (EMA) team, bringing it in line with the service offered to customers in Shropshire. Although there is a new name, you will still find the same fantastic support from the people you know so well. The employment and money advice team can visit you in your home to check that you are receiving all the benefits you are entitled to, help you deal with any debt problems and make sure you have all the information you need to get your finances on track. The team also attends Work Clubs in partnership with other South Staffordshire organisations. Work Clubs operate in Featherstone, Perton, Bilbrook and Codsall, Huntington, Wombourne, Great Wryley and Penkridge. 14 News Extra | Spring 2018
The team can help you to maximise your income, get debt advice and negotiate with creditors to reduce payments, reduce your household bills and get back into work through support with CV writing, interview techniques, job searching and applying for jobs online. We can also help you find apprenticeships and volunteering opportunities. Since April 2017 the team has helped customers save an amazing £620,000. David Brunt, of Huntington, contacted the amployment and money advice team when he was struggling to pay his rent. Advisor Andrew Sledge discovered that ESA payments had stopped, despite David being unfit for work. Andrew helped David challenge that decision and represented him at a tribunal. With Andrew’s help, David’s award was reinstated and he is able to afford his rent.
“While I was supporting David with this issue, I also found that he may be entitled to a higher rate of Personal Independence Payment,” said Andrew. “I’m currently helping him to apply for the higher rate.” David is delighted with the help that he received: “To be honest, I wasn’t aware that this kind of help was available. I was telling myself I was coping but I wouldn’t have had a clue about how to manage the appeal. The support has been amazing and it’s put my mind at rest. I’d urge everyone to get in touch with the team if you have any money worries.”
For more information call our employment and money advice team on 01785 312000 or visit www. southstaffsworkclubs. btck.co.uk/
Listening to our customers The key to improving homes and services This special pull-out report highlights the changes we are making as a result of your feedback. We want to provide the best possible homes and services for local people and communities. That is why your feedback and comments are so important.
Because by listening carefully to what you tell us and taking time to understand your experiences, we can make changes and deliver improvements that really count, for you. April is the start of a new business year for us and that is a great time to make some
of those changes. We have been working hard to take into account your feedback, listen to your views and think about how we can improve. On these pages you can read about some important changes you will start to see from April onwards.
You said, we listened – turning your feedback into action Thank you to everyone who took part in the STAR survey. The independent research into our homes and services that was carried out last year. There was a great response to the survey with 3,862 customers across the Group, taking part and sharing their views.
You told us Survey results Overall satisfaction
79%
Quality of home
80%
Neighbourhood as a place to live
89%
Rent provides value for money
84%
Service charge provides value for money
71%
Repairs and maintenance service
64%
Taking action You told us that you feel that our repairs service is falling short.
The Homes board and customer panels have been working together to develop action plans to improve the service for you. In this special report you will see that some of those changes have already taken place. Look out for news about more improvements we are making later this year. Your views are really important to us. You don’t have to wait until the next satisfaction survey to tell us how we are doing. See page three to find out more about the work of our involved customers and our Let’s Talk campaign.
st Let’ alk
STAR
New opening hours in our offices We’re introducing new opening hours in our offices and customer service centres. From 1 April 2018 you can call or visit our offices at these times:
Monday – Thursday 8.30am-5pm Friday 8.30am-4pm We have standardised our opening hours right across the new Group. So wherever you live, you will always know when you can contact us.
Spring 2018 | News Extra 15
Listening to our customers • Listening to our customers • Listening to our customers
A new, ‘virtual’ customer service team Last year we explained that our customer service teams in Staffordshire and Shropshire would be taking part in weekly training to get a great understanding of our new operational areas, customers and communities. The aim of that training was to create a new, ‘virtual’ customer service centre. Our advisors would still be based locally, at our offices in Stafford and Shrewsbury but new call management systems would mean that an advisor in either office could respond to
incoming calls from customers in both locations. We said that the joined-up team would bring improvements to customers in terms of reduced call waiting times. We’re delivering on that from April this year and you soon should start to see results in terms of a faster response to your call.
looking forward to receiving your feedback and to updating you on more changes in the future.
This is just the first part of a long-term project to improve the service we provide and to introduce new ways for you to get in touch with us. We are
Please note that there is no change to your local customer service centre number. For information, advice and to report a repair call 01785 312000.
Customer panel helps set the standard Customers are the best people to talk to about customer service. We’re listening, and from April, some of our customers will be listening, too! Members of our customer panel will be listening to recordings of some of the calls to our customer service centres which have been edited of personal details. They will see how well we are delivering the service
st Let’ alk
standards we want to provide. The customer panel will be looking out for great calls and highlighting areas where we could do better. Naturally, we’ll be listening to what they say.
Your voice, your home, your future
We couldn’t make many of these improvements without input from our customer panels. If you would like to help shape the services we provide in the future,
go to the Let’s Talk page of our website www.ssha.co.uk/myhome/lets-talk to see how you can get involved.
This year, we are committed to answering
75% of calls within 30 seconds We’re also aiming to resolve
85% of calls at first point of contact — meaning fewer customers have to call back or wait to be contacted.
16 News Extra | Spring 2018
• Listening to our customers • Listening to our customers • Listening to our customers
A new name in gas servicing and maintenance We know from your feedback that timely heating repairs are the most important part of our repair service for customers. Reports from the scrutiny panel and information we obtained through the STAR survey made it clear that we needed to improve this service for you. We have made some big changes. Previously, gas repairs were provided by Robert Heath Heating in Staffordshire and by PH Jones in Shropshire. From April there will be a new contractor, providing a standardised service across both counties. Following a rigorous tendering process, which prioritised the quality of the service provided to customers, Phoenix Gas Services will be your new name in gas servicing and repairs.
Their contract also includes service and repair provision to properties with oil fuel appliances, solid fuel appliances and green renewable installations such as air source heating. The service itself has been improved – with faster response times and penalties if that service falls short. This is the new gas repair service you can expect: }} All emergency repairs irrespective of time of year, nature or customer vulnerability 6 hours }} Urgent repairs to a gas combi boiler 5 days
more about heating repairs that fall within these improved repair response targets. That’s not the only change we are making. From April, if you need to request a repair to your heating, you will call our customer service team. This change has been made following feedback from customers who told us that they wanted to deal directly with us to report a repair.
}} Urgent repairs to a fire and back boiler, solid or oil fuel appliance 10 days
For heating repairs call the customer services team on 01785 312000.
}} Routine repairs 15 days
Gas servicing will be arranged through Phoenix Gas Services on 01782 564448.
Please visit our website www.ssha.co.uk to find out
Changes to our out of hours service Outside our new opening hours, you can still call us on 01785 312000 if you have an emergency. Out of hours calls are taken by external call handlers. Previously, different companies have responded to calls in Staffordshire and Shropshire. To ensure that all customers received the same standard of service, it was decided to appoint a single company for out of hours calls, across both counties.
We would like to thank the scrutiny panel for the excellent research they did into the service. The panel, made up of customers, reviewed the different service provided by each company, benchmarked our service against other landlords and made recommendations to the board.
performance standards and the way that they handle complaints. We have now appointed Orbis Protect to provide an out of hours call centre for customers wherever you live.
A number of call centre providers were then asked to tender and were carefully assessed on factors such as their quality management,
Spring 2018 | News Extra 17
Listening to our customers • Listening to our customers • Listening to our customers
Your feedback brings changes in Wombourne Acting on feedback from customers in Wombourne, the new grounds maintenance team in Property Plus gave the area an impressive facelift. Property Plus has now taken responsibility for the maintenance of communal grounds in South Staffordshire. In Wombourne, customers told us that they had significant
concerns around overgrown hedges and trees on communal land close to homes and pathways. The team got busy pruning laurel hedges, litter picking and cutting back trees. Customers have been delighted with the result of this hard work, telling us that there is much more natural light, as well as a feeling of greater safety in their neighbourhood.
New work for our scrutiny panel Customers on our scrutiny panel undertake two projects each year. The panel looks at areas of biggest impact on customers, carrying out detailed research and reporting their findings to the board. The next project for the panel will be a thorough assessment
of how well our group is prepared for Universal Credit. Panel members felt that this project has the potential to have considerable impact on the work of the Group as well as the lives of customers. They will report to the board in May. You can read more about the roll-out of Universal Credit on pages 12–13.
Property Plus on the move in Staffordshire Property Plus has previously been based in separate offices, in Dunston. From April, Property Plus will be moving into our local office in Acton Gate. This move will enable us to make savings which can be invested in home improvements.
18 News Extra | Spring 2018
Importantly, it will also mean that Property Plus works even more closely with our customer service advisors and neighbourhoods teams. That means all our customer delivery teams are in one place, working together to improve the service you receive.
st Let’ alk
Scrutiny Panel
Housing Plus Group becomes one of the first to install life-saving gas safety technology in their homes As part of our commitment to providing safe homes for customers, we are currently installing life-saving gas safety technology in 12,000 homes across Staffordshire and Shropshire. We have partnered with technology company - Gas Tag – to use ground-breaking technology that will help to keep families safe from the dangers of carbon monoxide poisoning.
Phoenix Gas Services Ltd has begun the project to install a ‘gas safety tag’ in all our homes. The barcode tag is attached to the gas meter and the process of fitting the tag and collecting information about your boiler and appliances takes just 20 minutes. Gas Tag has been described as “The most significant quantum leap in domestic gas safety compliance in 20 years” by Barry Sheerman MP— the Chair of the All Party Parliamentary Group on Carbon Monoxide. Housing Plus Group customers will be some of the first tenants in the country to benefit from this new technology.
Safety checks SSHA has important legal duties and obligations to ensure you and your family are safe in your home. If we book a safety check appointment with you, it is essential that you are at home to let our contractors in to undertake this vitally important work.
For the first time, life-saving safety checks will be captured using an app on a smartphone – allowing the work to be monitored in real-time. Paul Durose, co-founder and chief executive for Gas Tag said: “We are excited to be working with such a forward-thinking company as Housing Plus Group that clearly puts tenant safety at the heart of what they do. Our technology is an industry first and gives Housing Plus Group real-time data to monitor lifesaving gas safety checks.” Phoenix Gas Services will be contacting you when it is time to install the safety tag to your gas meter. There is no charge to you for this additional safety feature.
Our safety first checks include:
}} Managing asbestos
}} Gas servicing and repair
}} Un-vented cylinders checks
}} Electrical installation checks and associated repairs
}} Fire risk assessments (communal areas and sheltered schemes only)
}} Solid fuel and oil central heating servicing and repairs
Failure to give access to your home to carry out these important inspections is a breach of your tenancy, which could result in the loss of your home.
}} Solar PV roof panel inspections
Every year we spend over £40,000 on missed pre-booked appointments — money that could be spent on improving homes.
If you need to change a safety check appointment please contact our customer services team on 01785 312000. Spring 2018 | News Extra 19
Rents are falling Social housing rents are set by the government. As we told you in the rent review information you received in February, your rent has been reduced again this year. This is part of a fouryear programme of rent cuts announced in 2015. All social housing rents have been reduced from April 2018, although certain service charges and our market rents have increased. The cut to our income directly affects the work that we do and means that it is even more important that we spend carefully and fairly, to make sure that people and communities
20 News Extra | Spring 2018
locally continue to benefit from affordable homes, property improvements and support services.
work support and offer help for customers experiencing antisocial behaviour and money advice too.
SSHA is a not-for-profit landlord. That means that rental income we receive is invested back into local communities through improving homes and neighbourhoods, supporting our customers and relieving homelessness.
We would like to take this opportunity to thank you for the support that you have given to key Fair Landlord initiatives helping us make our rental income do more, for more of our customers.
This year we are committed to investing in more new homes, refitting more kitchens and bathrooms, installing even more energy-efficient boilers and expanding our Home MOT service to improve whole neighbourhoods. We will also continue our crucial back-to-
Your backing for Fair Landlord has meant that - when many housing providers have been forced to halt new development and stop investing in home improvements - we can continue to provide new affordable housing and invest ÂŁmillions in home improvements.
Apprenticeships: be a part of our success National Apprenticeship Week took place in March. We were delighted to celebrate this showcase for vocational training, particularly in Property Plus, where apprentices now make up 12 per cent of our workforce. Apprentices work within electrical, home improvement, facilities management and administrative functions in Property Plus, with opportunities now available for ambitious people wanting to become plumbers, electricians, carpenters and heating engineers.
and bathrooms and installing 700 energy efficient boilers. Our apprenticeship programme was shortlisted for a national award this year, recognising the fantastic career opportunities available to apprentices, all of whom come from local communities.
By building a career with an apprenticeship at Property Plus, you will be joining one of the UK’s best teams.
Andy Wimlett is a great example of how our exceptional training and support leads to a rewarding career. The former apprentice has just been appointed facilities manager.
You’ll be busy, too - in 2017 this award-winning team delivered repairs and maintenance services worth around £20 million. This included nearly 26,000 repairs, fitting hundreds of new kitchens
He said: “The training and support helped me develop my skills so I could see a clear career path and stay working at a place I love. I feel very proud of all my achievements so far.”
Do you want to learn more about our apprenticeship opportunities? Visit the Housing Plus Group website for more information and to register your interest or contact us today on 01785 312272. You can also email careers@housingplusgroup.co.uk or message us on social media. housingplusgroup
@housingplusgrp
Construct your career Apprenticeships for 18-24 year olds now available in Staffordshire and Shropshire. Opportunities in electrical, plumbing, carpentry and heating engineering. Do you want to learn more? Give us a call on 01785 312272 or register your interest by visiting our website www.housingplusgroup.co.uk/cyc
Spring 2018 | News Extra 21
A new lottery has been launched to support good causes and community initiatives in South Staffordshire. South Staffordshire Community Lottery is a weekly draw which sees sixty per cent of ticket prices going toward projects benefitting the local community.
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Proceeds generated go into a general good cause fund, administered by South Staffordshire Council. Councillor Brian Edwards MBE, Leader of South Staffordshire Council, said: “The council has always supported the local voluntary and community sector
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83 lottery will benefit local good causes New and recognises the excellent work that takes place by local charities and groups to support local residents.
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“Having a strong voluntary and community sector is essential for the wellbeing of society and I’d like to encourage local good causes to sign up for this new lottery that will make such a difference to them.” One of the organisations already signed-up is Age UK South Staffordshire, which has been working in the district for over 40 years, providing a wide range of services and improving the quality of life for thousands of older people across the area.
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Naomi Pay, chief executive officer from Age UK South Staffordshire, said, “We are keen to support the lottery not only for the benefits it can bring us as a charity and to our work, but also for the benefits it will bring to South Staffordshire.”
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Tickets for the lottery cost £1 and can be bought online at www.southstaffslottery.co.uk or by phoning 01902 213777. Good causes and charities who want to benefit can sign up and register by emailing southstaffslottery@sstaffs. gov.uk or by phoning 01902 696238.
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Have you visited our new look website? The quickest, easiest and most convenient way for you to get advice, updates and information from us, is online. Our website is regularly updated with all the latest news and you are just a few clicks away from finding: • Our handy repairs checklist, which outlines the repairs we are responsible for.
• How you can have your say with our Let’s Talk campaign.
• Useful benefit support and advice to enable you to maximise your income.
• A local work club that can help you update your cv and find a new job.
• What to do if you are experiencing ASB.
• All the different ways you can pay your rent and the new 2018/19 rent calendar.
Why not visit us today at www.ssha.co.uk to find out more! 22 News Extra | Spring 2018
Important news if you want someone else to have access to information about your tenancy There are many reasons why you might want us to talk to someone else about your tenancy, or to provide certain information to a third party. Although your name is on the tenancy, you might want your partner to be able to discuss rent payments with us. Your relative might live in one of our retirement living communities and prefer you to look after some aspects of their tenancy. Sometimes young people ask us to share information about their tenancy so that their parents can contact us. This is called ‘third party disclosure’. It is included in the new General Data Protection Regulation (GDPR) legislation which is being introduced in May. If you have requested third party disclosure in the past, we will be getting in touch with you to ask you to complete a new agreement. This is designed to give you more security and ensures that we know which information we can share with your designated contacts and how we can be sure we are speaking to the right person. When we write to you we will state clearly when your previous disclosure agreement will become invalid. It is important for you to be aware that, if you have had any kind of third party disclosure with us in the past, this will no longer be valid.
You will need to renew this permission annually. As part of our responsibility to keep your information safe, we will not be able to share information about your tenancy with anyone else unless you have completed and returned a new agreement. As an organisation providing homes, services and personal care to customers, we use information about your income and personal circumstances to ensure that homes are allocated to people most in need. We might receive information from you which helps us support neighbourhoods experiencing ASB, or provide you with an individual care and support plan. We are committed to keeping your information safe, in
compliance with GDPR legislation. We never share your personal details for commercial purposes and we give you the option to unsubscribe from emails that we send to you. In future, you will have to opt in to receive communications from a wide range of businesses and other organisations. Things like this customer magazine or the e-bulletins you might receive from us are exempt from this requirement because they contain important advice and updates for you – although you always have the option to unsubscribe from receiving these messages at any time. To request a third party disclosure form, please call the customer services team on 01785 312000 or visit our website www.ssha.co.uk. Spring 2018 | News Extra 23
Delivering more homes
When we consulted with customers about the formation of our new Group in 2016, we said that by becoming part of a larger, stronger organisation we would be able to build more of the affordable homes so badly needed in our local communities. We are delighted to tell you that we are delivering on that commitment.
In the coming year we aim to complete a fantastic 162 new homes. Social rent
Affordable rent
Shared ownership
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The new homes that we are building will mean that families can stay local, living and working in the area and that older people can enjoy their retirement in safe, easily-managed homes. We can sustain villages and help communities to thrive. One of the sites currently under construction is The Limes, in Huntington, on the outskirts of Cannock Chase. We are already inviting applications for a choice of two and three-bedroomed homes available to purchase through shared ownership on this stunning new development. Shares ranging from 25 to 75 per cent are available, bringing the security of home ownership within the reach of more local families. For priority information about The Limes, register your details now by calling 01543 505566 or visiting www.jayman.co.uk.
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Huge demand for Care Plus at Home service The soaring demand for the Care Plus at Home service provided by the renowned care and support teams working for Care Plus has meant expansion of the service this year. As well as recruiting new care and support workers to work in South Staffordshire, Care Plus has begun providing care and support to people in their own homes in Shropshire. The first members of the busy Care Plus at Home team in
Shropshire popped in to see us at News Extra on their first day at work. Co-ordinator Leanne Beddow, senior carer Gina Bright and care and support worker Justine Beamond are already busy providing the kind of support that has seen Care Plus staff recognised as being among the best carers in the country.
teams in South Staffordshire and Shropshire.
“One of the commitments we made to customers as we prepared to launch our new Group was that we would make the Care Plus at Home service available to people in Shropshire,” said chief executive Sarah Boden. “I’m delighted that we have been able to do that, so quickly.”
Care Plus is celebrating great feedback from Care Quality Commission (CQC) inspectors who assessed the At Home service provided to people in their own homes.
If you would like to become part of this rapidly growing service, looking after people starts with taking care of your own career. Visit www.care-plus.org.uk/ work-with-us or call 01785 312102.
Inspectors graded Care Plus as Good in all areas, highlighting the dignity and respect shown by carers and saying: “Without exception people and their relatives told us that they were treated with care and kindness.”
Care Plus is currently looking for caring people to join its
Nothing stops a Care Plus carer! When heavy snow brought transport to a halt in December and again in March, Black Forest gateau and a spade were all our carers needed to get through the snow to deliver care to some of our most isolated communities. During the worst affected days the carers went to extraordinary lengths to complete their calls, with some sleeping in our retirement living communities in case colleagues couldn’t get in for their shifts. Carer Shani Dee even roped-in her brother to bring his JCB along to clear a path for medical staff and two
carers used the shovels that they were carrying to dig-out fellow motorists, too. “We love our jobs and at a time like that it made us feel even
more worthwhile. We travelled prepared, with a spade to dig ourselves out and a chocolate cake in case we got stranded!” said carer Jenna Dubil.
Spring 2018 | News Extra 25
Balancing your budget Creating a budget is the first step towards taking control of your money and getting your finances back on track. Budgeting can help you: }} see what money you have coming in; }} see what money you have going out; }} pay your essential bills on time; }} work out payments to debts you may have; and }} plan your future spending.
Getting started One of the first and most important things you need to do is sit down and plan your monthly budget. To do this you will need to: Work out your income Add up the income for you and your household, including: }} wages after deductions; }} benefit payments; and }} contributions from other people who live in your home, such as grown-up children.
26 News Extra | Spring 2018
Work out your outgoings Add up your outgoings to see how much money you need to spend on basic living expenses, including: }} essential spending on household bills and regular payments; }} food, cleaning materials and clothes; }} phone/mobile costs; and }} travel costs. Money left over If you have any money left over after you have worked out your income and outgoings you need to deal with any debts. If you do not have sufficient money left over to pay normal monthly payments on your debts, you need to contact your creditors to see if you can work out payments at a level that you can afford. Save for essentials If you can, it is a good idea to try and save some money each month. This can help you plan ahead as it can be hard to stick to making debt repayments when other costs come up unexpectedly, such as car repairs.
We offer support If you are struggling with your money, finding it hard to budget or have debts, it’s really important you don’t bury your head in the sand and get help and advice as soon as possible.
Further help Many organisations also offer free, independent debt advice including: Citizens Advice Tel: 03444 111 444 www.citizensadvice.org.uk
Our employment and money advice team offer budgeting advice, along with support on a range of matters
National Debtline Tel: 0808 808 4000 www.nationaldebtline.org
To find out more visit www.ssha.co.uk/howwe-can-help or you can contact the team on 01785 312000, email adviceandsupport@ ssha.co.uk
Step Change Tel: 0800 138 1111 www.stepchange.org
Win a shopping voucher for your money-saving tip Do YOU have a top money-saving tip to share? To be in with the chance of winning a £25 shopping voucher, simply send us your best money-saving tip to the address below: News Extra Competitions SSHA Acton Court, Acton Gate Staffordshire, ST18 9AP
WIN
Closing date for entries: Friday 4 May 2018 The best money-saving tip will be published in the next edition of News Extra.
Our sort code is changing The government has instructed UK banks to separate the sort codes used for personal and business banking by 2019. South Staffordshire Housing Association and Care Plus use Barclays Bank and as they are making this change now, there is a new sort code for rent and other payments to us. If you pay your rent by BACs or standing order, you need to update the account information you hold for us to include our new sort code: 20-97-86. Don’t worry if you have made a payment using the old sort code,
it will still have reached us. Until the autumn you can continue to make BACs payments to our previous sort code, although you will receive automated banking notifications until you update your payment instructions. Please don’t leave it too late. Keep your rent safe by taking
a few moments now to update your payment instructions. Note – there is NO change to our bank account number and if you pay your rent by direct debit there is no need for you to do anything.
New sort code: 20-97-86 If you pay your rent using standing order or online banking please update the account information you hold for us All other account details remain the same Spring 2018 | News Extra 27
Fabulous new retirement living at River View River View is our exciting new development in the heart of Penkridge. Apartments are available exclusively for people aged 55 and above and the whole development has been designed to provide everything you need to relax and enjoy your retirement.
communal lounge which is available to everyone.
to the village with a fabulous countryside location. Apartments have been made available to rent or purchase by shared ownership. Some homes are still available to purchase, with prices starting at ÂŁ48,750 for a 25% share.
Each apartment has two bedrooms, along with a spacious shower room, fitted kitchen and an open plan lounge-dining room. Residents can entertain family and friends in the comfort of their own home, or in a stylish
River View is perfect for older people who want to live independently, in their own home, with the peace of mind that care and support can be available if it is needed now or in the future. It’s also ideal for those who like to have easy access to a thriving local community. With its excellent local shops, restaurants and good facilities, Penkridge is a great place to live and River View combines easy access
For more information about buying a share of a relaxed retirement apartment at River View, call Gail Beddow on 01785 312213 or email gail.beddow@ severnhomes.co.uk
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Stay safe — keep balconies clear You might remember news and very frightening pictures of a large fire in an apartment block in Manchester which happened just after Christmas last year. Fire started on the ninth floor of the building and spread to other floors along the balconies. Your safety is our number one priority and we have been looking closely at the causes of that fire to see if there are any lessons that we can learn. Early indications are that the fire spread because of the materials used in the balconies themselves and because of highly flammable things stored on the balconies by residents. We are carrying out checks on balconies in our properties across both Staffordshire and Shropshire. For your part, please make sure that you are not keeping things on your balcony which could cause a fire to spread or provide an obstruction making it more difficult for you to be rescued if fire breaks out in your building. “We appreciate that balconies can give you somewhere nice to sit but for your own safety and
Photo: manctraffic/Twitter
that of your neighbours, they mustn’t be used as additional storage space which can become a fire hazard,” said assistant director of neighbourhoods Neil Whittenbury.
Looking after communal grounds – our commitment The maintenance of communal grounds is now the responsibility of Property Plus.
Grass cutting
Paths
Grass will be cut every ten working days, working out at between 14 and 16 visits each year. In a new, greener approach, the team will be mulching and dropping cuttings to provide a natural source of fertiliser and help the soil to retain water – this is called ‘grasscycling’. Box collections of grass will take place twice a year.
Paths will be swept clear of grass, leaves and litter after every cut.
Hardstanding
The team certainly hasn’t let the grass grow under their feet! They have been busy setting out a clear service standard for this work which we can share with you, so that you know what to expect.
Hedges Hedges in communal areas will be trimmed twice a year at the start and end of the growing season.
Spaces like drying areas will be kept clear of moss, sprayed annually and litter-picked each month.
Spring 2018 | News Extra 29
Justice Corner Help us to kick cuckooing out of the nest Cuckooing is when a gang of criminals target isolated and vulnerable people and take over their home, in the same way as a cuckoo bird takes over another birds nest, to use as a base for dealing drugs. The gangs are then able to operate and deal drugs, out of sight, and may also use the property to manufacture drugs. Tenants of these properties sadly become prisoners in their own homes, are often terrified of the gang and too scared to approach the police for help. They can also be fearful of reporting the problem to their landlord as they are worried they may get evicted. This is a nationwide issue which, over recent years, has become an increasing problem. We will work with the police and other
agencies to try and ensure that customers do not become a victim of cuckooing and, if they do, provide extensive help and support to prevent it continuing. Whilst cuckooing can obviously cause distress to the tenants living at the home, activities at the property are likely to be causing nuisance to local neighbours too. Therefore, if our efforts to deter the criminal gangs are not effective, it may be necessary to take legal action. Such action could include applying for an Order to exclude individuals from a property or permit the tenant to remain in the property as long as they do not allow certain things to happen. However, legal action against a tenant would only be considered if all efforts to resolve the situation had been unsuccessful.
Report it! If you have concerns that cuckooing may be happening in your neighbourhood please get in touch on 01785 312000. Calls can be made anonymously and any information provided helps us to join forces with local agencies to prevent cuckooing happening in your community.
Tackling the hidden cost of tenancy fraud Tenancy fraud happens when a council or housing association property is occupied by someone who is not legally entitled to be there. It’s estimated that tenancyrelated fraud costs the country billions of pounds every year. Just as importantly, it means that affordable homes are not available for people in genuine need. As a housing association we have a responsibility to make 30 News Extra | Spring 2018
the best use of the homes that we own. One of the ways that we have been doing that in Staffordshire is by working in partnership with the fraud team at South Staffordshire Council to deliver an innovative pilot project tackling tenancy fraud. The project has been working to identify people who give misleading information about their personal circumstances which could result in them being given priority over genuine
applicants on our waiting list. It is also investigating fraud taking place during a tenancy, when people sublet their home or move out and allow someone else to live in it, also known as ‘parting with possession’. With the project now well underway, South Staffordshire fraud investigators are already achieving results that will make it easier for genuine applicants to access affordable homes in this area.
Phantom debt fraud alert Action Fraud, the national fraud and cyber crime reporting centre, has reported a big increase in the number of calls to members of the public by fraudsters requesting payment for what is called a ‘phantom debt’ – meaning that you don’t actually owe the money. The fraud involves being cold-called by someone who tells you that they are a debt collector, bailiff or other type of enforcement agent. The fraudster may claim to be working under the instruction of a court or business and will try to recover funds for a non-existent debt. The callers request payment, sometimes by bank transfer. If refused, they threaten to visit your home or workplace to recover the supposed debt. Sadly, we know of at least one
}} In Essington, investigators discovered that a tenant had given up their home to someone else. That property has now been recovered and allocated to a family in need of a home. }} In Pattingham, investigators discovered that a resident had fraudulently obtained a tenancy with SSHA while owning a home elsewhere and rented it out commercially.
incidence of phantom debt in our area. There are some simple steps you can take to protect yourself: 1. Make careful checks if you ever get a cold call. Bailiffs should be able to provide you with a case number and warrant number along with their name and the court they are calling from. Make a note of all these details. 2. If you receive a visit from a bailiff ask to see their identity card, which will show their photograph and warrant number. They must also carry the physical warrant, showing the debt and endorsed with a court seal. 3. Double-check with the court, company or organisation that the call is genuine. If you use a landline, make sure you hear the dial tone before you dial as the fraudster could
}} In Codsall, a tenant thought they could abandon their home with rent arrears and move to another district. The fraud investigators trackeddown the missing tenant enabling SSHA to recover the rent debt. “We are very pleased with the early results of this pilot project,” said neighbourhoods director Jan Goode. “It’s all about fairness, which is at the heart of our service. Our priority is to allocate affordable housing fairly and to
still be on the line. Always carry out your own search for the telephone number, don’t use the number provided by the caller. 4. If you know you have a debt, keep in regular contact with your creditor and be sure to establish the debt type at the earliest opportunity. This will help you understand who might be in contact with you. 5. Don’t feel rushed or intimidated to make a decision based on a phone call. Take time out and listen to your instincts. You can report suspicious calls to Action Fraud by visiting www.actionfraud.police.uk or by calling 0300 123 2040
maximise our income so that we can ensure that more tenants benefit from investment in homes and services.”
Report it If you suspect tenancy fraud you can report this to us by calling our customer services team on 01785 312000. The information you give us will be dealt with in confidence.
Spring 2018 | News Extra 31
Stop press STAR – turning your feedback into action On pages 15-18, we have already shared with you exciting news about a whole range of improvements we have launched to our repairs service, including:-
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}} Extended office opening hours. }} New targets for answering calls and resolving queries at first point of contact. }} The launch of our ‘virtual’ customer services team. }} The appointment of a new gas services and maintenance contractor, who will deliver improved repair timescale targets.
STAR
}} Improvements to our out of hours service.
More great news about further upgrades to our repairs and maintenance service, including improved repair response targets, are also coming soon. Look out for further details on our website www.ssha.co.uk and in the next edition of News Extra.
Useful contact numbers: ll General property, heating and hot water repairs, rent payment, debt advice and fault reporting 01785 312000 (SSHA Customer Services) ll Gas servicing 01782 564448 (Phoenix Gas Services) ll Gas leaks 0800 111 999 (National Gas Emergency Service) ll Health and sickness help and advice 111 (NHS Direct)
ll Police 101 (non-emergency) ll Refuse collection 01902 696203 (South Staffordshire Council) ll Street lighting 0300 111 8000 (South Staffordshire Council) ll Street cleaning 01902 696316 (South Staffordshire Council) ll Personal concerns, worries and troubles 116 123 (Samaritans)
This newsletter is also available in:
Large print Audio Other languages Acton Court, Acton Gate, Staffordshire ST18 9AP Customer Services 01785 312000 enquiries@ssha.co.uk www.ssha.co.uk @ssha_tweets CarePlusAllAboutYou @careplus_tweets