Open House - Issue 2 2018

OpenHouse The Magazine for Council Tenants and Leaseholders

Issue 2 2018

Enjoy the outdoors – See Local Links on page 6

Return Address: City and County of Swansea, Civic Centre, Oystermouth Road, Swansea, SA1 3SN

What’s Inside Welcome to Open House FEATURES Focus on... The Leasehold Team .......

Get Swansea Online ..........................

Direct Debit .........................................

How would you prefer to receive Open House? .....................................

1 3 4

LOCAL LINKS

6

5

TENANCY AND ESTATE Tenants’ Voice .....................................

Sheltered housing news ....................

HomeSwapper ..................................

Colliers Way and Cwrt Trevor ofďŹ cially opened .................................

What’s on in your area? ....................

Rent payment methods .....................

Support services ................................

Contact Information ...........................

High Rise Sprinkler Programme ........

Mountain View Children’s Centre .....

Tenants’ Survey 2017 ........................

Improvement works Repairs reminder questionnaires ....................

Repairs reminder ...............................

8 10 11 12 13 14 15 16 16 17 18 20 21

GENERAL ADVICE Reporting potholes and damaged or broken paving stones ...................

T.O.P.I.C. House ...................................

Age Cymru Warm & Well ...................

Volunteering .......................................

County Lines ........................................

Power Up! ...........................................

How to get a restriction on cold calling in your street ...........................

Real Nappy Cashback Scheme .........

Food waste .........................................

Useful contacts ...................................

Gorseinon’s Pop-up CafÊ & One Stop Shop ....................................

Useful Contacts Editor - Rachel Cole ..................................................................

Repairs Contact Centre ...........................................................

Out of Hours Emergency Repairs ...........................................

24 hour Neighbourhood Support Unit ...................................

Housing Options ......................................................................

Environment Contact Centre ...................................................

Housing BeneďŹ t Queries .........................................................

635045 635100 521500 648507 533100 635600 635353

District Housing OfďŹ ce Numbers 22 22 23 24 25 25 26 27 28 30 31

EQUALITIES Can we help you? ............................... 31 GDPR - General Data Protection Regulation ............................................ 32 Customer Contact Survey .................. 32 ALL INFORMATION IN OPENHOUSE IS CORRECT AT TIME OF GOING TO PRESS.

Open House: Issue 2 2018

Welcome to Open House, the magazine for Council tenants and Leaseholders.

Hopefully you will ďŹ nd this edition packed full of useful advice and information but if you have any suggestions about what you would like to see in future edition’s please don’t hesitate to let us know. We hold an Open House feedback group after each edition so get in touch with our Participation OfďŹ cer, if you would like to be involved (contact details on page 9.) On page 12 there is information about the ofďŹ cial opening of Colliers Way and Cwrt Trevor by the First Minister, Carwyn Jones. This is the new development of council homes in Blaenymaes. You will ďŹ nd feedback from our tenants survey and details on where we are with our improvement work to meet the Welsh Housing Quality Standard (WHQS) on page 18. Also, ďŹ nd out what tenants thought of the process of having their new kitchens and bathrooms installed on page 20. We have been told some of you are getting unwanted callers at your door so you will ďŹ nd some helpful advice about what to do if you have a problem with cold callers in your neighbourhood (Page 26.) Finally if you would prefer to read Open House online instead of receiving a paper copy just let us know.

Open House is also available to read online at www.swansea.gov.uk/housing Rachel Cole, Editor

Eastside District Housing OfďŹ ce ..............................................

Morriston & Clase District Housing OfďŹ ce ..............................

Sketty District Housing OfďŹ ce ...................................................

Townhill & Mayhill District Housing OfďŹ ce ..............................

Blaenymaes District Housing OfďŹ ce .......................................

Gorseinon District Housing OfďŹ ce ...........................................

Penlan District Housing OfďŹ ce ................................................

Town Centre District Housing OfďŹ ce .......................................

West Cross District Housing OfďŹ ce .........................................

All telephone numbers are Swansea based (01792)

791251 601720 516810 513900 534060 897700 582704 650486 402500

District Housing Email Addresses Blaenymaes.DistrictHousingOfďŹ ce@swansea.gov.uk Eastside.DistrictHousingOfďŹ ce@swansea.gov.uk Gorseinon.DistrictHousingOfďŹ ce@swansea.gov.uk Morriston.DistrictHousingOfďŹ ce@swansea.gov.uk Penlan.DistrictHousingOfďŹ ce@swansea.gov.uk Sketty.DistrictHousingOfďŹ ce@swansea.gov.uk Townhill.DistrictHousingOfďŹ ce@swansea.gov.uk TownCentre.DistrictHousingOfďŹ ce@swansea.gov.uk WestCross.DistrictHousingOfďŹ ce@swansea.gov.uk If you require this information in a different format eg large print, Braille, disc or other, please contact Housing Customer Services 01792 635045 or visit our website www.swansea.gov.uk/housing or email housing@swansea.gov.uk We welcome correspondence in Welsh and will deal with Welsh and English correspondence to the same standards and timescales.

Focus on...

The Leasehold Team

Meet the Leasehold Team who manage 636 Council leasehold flats across Swansea. The team is led by Rosie Jackson, Senior Policy & Leasehold Officer.

The Leasehold Officers are Amanda Richards and Debbie Parry.

The team offers many services for leaseholders, including:

• Environmental works such as boundary walls and fences

• Answering queries about lease terms

• Replacing rainwater goods and weather boards

• Providing information to solicitors when leasehold properties are bought and sold

A formal consultation process is carried out for each major works scheme in order to inform leaseholders of what is planned and to provide you with the opportunity to comment or to raise any questions and/or concerns. Leaseholders are also notified of how much they will be expected to contribute towards the costs. This is because under the terms of your lease you are required to pay your share of the costs. The lease also sets out the proportion of the cost that you are liable for.

• Carrying out formal consultation for major works schemes • Issuing annual leasehold service charge invoices, and answering any queries relating to the charges • Dealing with neighbourhood issues such as: - Neighbour disputes - Complaints about overgrown gardens - Leaks - Use of communal areas An important part of the Leasehold Team’s role is to consult and inform leaseholders when major works are planned for your homes. All Council properties have to be brought up to the Welsh Housing Quality Standard by 2020, which includes all leasehold properties. The type of work carried out to meet the Standard includes: • Re-roofing and chimney repairs • Provision of external insulated render • Fire protection improvements

This cost can sometimes be significant and the Council understands that it may be difficult for leaseholders to pay for this outright. Therefore we have introduced the Leaseholder Assistance Scheme to help manage the cost. Under the scheme, the Council might be able to provide you with a loan.

This allows you to spread the cost over a period of time, paying on a monthly basis. If you are unable to afford the repayment of a loan there is also an option for you to take out an Equity Share Loan.

The Leasehold Team are available to help you with a range of issues and can be contacted on 01792 635223 and 01792 635011 or by email

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leasehold@swansea.gov.uk, including: • Enquiries about the Leasehold Assistance Scheme

If you need to pay an invoice relating to your leasehold property then you can contact the Finance Team on 01792 635847.

• Complaints about other residents causing a nuisance or anti-social behaviour

If you need to pay your Ground Rent then you can contact the Corporate Property Team on 01792 637655.

• Complaints about untidy communal areas

If you need to report a repair to an external or communal area you need to contact the Housing Repairs Call Centre on 01792 635100.

• Questions about Major Works

• Making an insurance claim • Subletting your home

Please remember that the Council is responsible for the repair of external and communal areas, which may include repairs to the exterior of the building or communal areas, for example broken roof tiles, blocked guttering, broken communal pathways, external wall repairs etc. Internal repairs are the responsibility of the leaseholder. But if you are unsure about anything then give the Leasehold Team a ring.

Your comments about Open House Do you have any comments about this edition of Open House magazine or any of the articles you have read? If so, you can either write to: Housing Services, City and County of Swansea, Oystermouth Road, Swansea SA1 3SN, Freepost RSCT-JJZH-KLJZ or email to

housing@swansea.gov.uk or phone on

01792 635045

Thank you for your time.

Please let us know if you are happy for your comments to be included in Open House magazine.

Debt Panic?

Push the button!

Debts can be sorted out more easily than you think.

The Debt Panic Button will help you take control, and get proper, free support.

www.debtpanicswansea.org.uk

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Open House: Issue 2 2018

Want to learn how to get the most out of the internet? It’s never too late to learn!

Get involved in the FREE beginners courses to get you online Learn how to get the most from the internet, send e-mails, save money, book holidays, surf the web, communicate with friends and family, and lots more.

Run by a qualiďŹ ed tutor, these FREE sessions are held in a number of venues across Swansea including libraries and community buildings.

Each course will last for 2 hours a week for 5 weeks.

They are aimed at people with limited or no experience of using computers or tablets to get online.

You can register for one of these courses: 1.

PC beginners course - we provide the computers to use for the course

2. Tablet beginners’ course - bring your own iPad or android tablet to use on the course

For information about dates, times and locations of courses, contact Lifelong Learning in Bryn House on 01792 470171 (Mon to Fri from 9:15am to 2:30pm) Alternatively, ask someone to book online for you on www.getswanseaonline.co.uk

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Do you pay any of your bills by direct debit (e.g. Mobile phone, Council tax, TV Licence, Welsh Water)?

It’s easy to do the same with your rent!

There are a number of beneďŹ ts to paying your rent by Direct Debit, including: Convenience If you have a bank account this is the simplest way to pay your rent to the Council. You won’t need to spend time visiting the Council’s Housing OfďŹ ces or Post OfďŹ ces.

• calling the Rents Team on 01792 534094 • visiting www.swansea.gov.uk/ howtopayyourrent to download a form • using a paper form (contact your local housing ofďŹ ce or rents ofďŹ cer)

Your peace of mind

For more information contact the Rents Team on 01792 534094 or e-mail rentsteam@swansea.gov.uk

Payments are automatic, so there’s less chance you will miss a payment.

FAQ

Helps you manage your money You will know exactly how much money is coming out of your account, and when.

Setting up a direct debit to pay your rent is easy‌ When you set up a direct debit to pay your rent it’s all done automatically, so you don’t have to worry.

These are the steps you need to follow.

Step 1 Agree the amount of money you want to pay to cover your rent.

Step 2 Complete a simple direct debit form and ďŹ ll in your bank details. Include your rent reference number. The Council offers two payment dates each month – the 15th or nearest working day after this date and the last working day of each month – as well as weekly Direct Debits. Once this is done, the money is taken from your bank account automatically on the agreed date or the next working day if the due date happens to be a weekend or bank holiday.

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You can set up a Direct Debit to pay your rent by:

Open House: Issue 2 2018

Can the amount of money to be taken be changed?

After a set notice period the amount of rent the Council can take can be altered when required.

Can the Council take more money than I have agreed?

The Council will only be able to take the amount you’ve agreed, and if they want to change the amount or the date of collection they have to talk to you about it ďŹ rst.

What happens if the bank makes a mistake?

You are guaranteed an instant refund from your bank or building society. This is called a direct debit guarantee.

My wages are not the same every month so the amount of money in my account uctuates a lot.

You can still set up a direct debit but it may be better for you to set up weekly payment.

What happens if I am in arrears?

If you are in arrears then an amount additional to your Direct Debit can be paid either weekly or monthly. The request for this is at the bottom of the Direct Debit form. Direct Debits are not taken in the free weeks, alternative methods must be used to pay arrears in the free weeks.

How would you prefer to receive Open House?

Open House is currently circulated as a paper copy to over 14,000 tenants and leaseholders. It’s also available in other formats such as CD, large print or on our website.

We are always looking at ways to improve Open House and save on costs at the same time. So we’d like to hear from you if you’d prefer to read Open House online. Instead of sending a paper copy, we’ll send you an email providing you with a link to the latest online version. You can then read it where and when you want to, using your phone, tablet or PC – it couldn’t be easier! This makes it more accessible, sustainable and more cost effective as we’ll be reducing the number of printed copies.

housing@swansea.gov.uk Use the online form www.swansea.gov.uk/ article/8029/Housing-enquiry-form 01792 635045 If you think you’d beneďŹ t from receiving one of the other formats mentioned above, please get in touch.

If you’d like to read Open House online, just contact us using the methods below and quote ‘Open House online’ and provide us with your: • Name and address • email address • telephone numbers Just remember to keep us informed of any changes to your contact details.

If you prefer to continue receiving a paper copy of Open House, there’s no need to do anything.

We welcome your comments or other ideas for improving Open House.

Write to us at: Housing Services, City and County of Swansea, Oystermouth Road, Swansea SA1 3SN, Freepost RSCT-JJZH-KLJZ

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LocalLinks Local Links provides information about activities taking place in your area. If you have any suggestions of things you’d like us to feature, please get in touch.

There are many parks for you to enjoy within and around the Swansea area. From beautiful gardens to children’s play parks, there is something for everyone.

So, go outdoors, enjoy the fresh air and visit the wide selection of parks that Swansea has to offer!

Here are some suggestions of parks you can visit…

Brynmill Park This is a very popular park, not far from the city centre. It has a number of facilities including a bowling green, Children’s play area, lake, and a snack kiosk. In addition to this, the park has a unique outdoor classroom – The Discovery Centre. As well as arts and crafts and interactive games for the children, there’s also a variety of educational adult activities. The centre also features a large one way glass window where you can see the birds and wildlife in their natural habitats.

Clyne Gardens Clyne Gardens contains varied National Collections of plants set in beautiful parkland, with features such as a Japanese bridge, Admiral’s Tower and Clyne Chapel. There are panoramic views of Swansea Bay. Please be aware that there are some steep paths and stepped areas which can be difficult for wheelchair users and those with pushchairs.

Cwmdonkin Park Cwmdonkin Park is a beautiful park situated in the Uplands area of Swansea. It has many facilities such as tennis courts, a bowling green, children’s play area, tea rooms, as well as various references to Dylan Thomas, including a memorial stone which has lines from ‘Fern Hill’.

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Hafod Park This park has a large open green space which provides ample opportunity for you to stretch your legs or to walk the dog. There are good facilities for both younger and older children. There is a Multi-Use Games Area (MUGA), children’s playground and also a bowling green.

Jersey Park Jersey Park has a range of facilities to enjoy. This out-of-city park provides a valued service to the local community of St Thomas and Dan-y-Craig. It has a children’s play area, a basketball court and a bowling green.

Morriston Park This park will appeal to all ages as it has a diverse range of facilities. The park contains walking trails which surround a duck pond and wildlife area. Facilities include: • BMX/skate jumps • Fitness equipment • Lake • Children’s play area • Bowling green

Pontarddulais Park (Coed Bach Park) Coed Bach Park is an area that the whole family can enjoy. The park benefits from beautiful mature woodland where you can take a leisurely stroll on the purpose made trails. In addition to this, there is a children’s play area, skateboard ramp, football and rugby fields, tennis courts and picnic benches. There really is something for all ages.

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Hello, my name is Alison Winter and I am the Participation Officer. This is my regular update on tenant involvement in Swansea, where I provide you with news from the local, city and countywide groups.

Local Groups / Events Clyne Court Residents Association meeting Darren Whetton, Risk Management Surveyor, attended the meeting to discuss the planned sprinkler system installation for the blocks. Darren demonstrated the sprinklers and explained how they are activated and how they work.

The group also discussed the ongoing refurbishment works and had the opportunity to raise any queries.

Blaenymaes drop in sessions During May 2018, Gwalia (Pobl) organised a number of drop in sessions at the 104 on Broughton Avenue for Blaenymaes residents, in order to obtain their views on how the area can be improved. All those

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Open House: Issue 2 2018

who attended and completed the survey received a £10 gift voucher for a local business. Gwalia will be collating the information obtained and will provide feedback and an action plan for the area, based on their findings.

City and Countywide Groups During the last Building & Repairs group meeting, Dave Meyrick, Technical Operations Manager, talked about the many different schemes involved in bringing the housing stock up to the Welsh Housing Quality Standard (WHQS). As well as discussing the details of the work, Dave showed the group before and after pictures of some of the schemes, such as, kitchen & bathroom renewal, wind & weather proofing and re-roofing. The group were positive about the improvements that are being carried out.

Estate Management & Caretaking panel Dave Meyrick discussed with the group the works that will be carried out within the surrounding areas of council properties under the External Facilities Programme and Environmental scheme in order to meet the Welsh Housing Quality Standard.

The group were enthusiastic about this work and highlighted some areas within their communities that they felt would benefit from such works.

Sarah Jordan updated the group on a number of matters including the work of the Estate Caretaking team and the Housing and Public Protection service plan for 2018/19, which sets out the service objectives for the year ahead. These include investing to improve housing stock and delivering More Homes.

Sarah also advised the group on the installation of Sprinkler systems in our High rise blocks.

Dave Thomas, Manager of the Anti-social Behaviour Team updated the group about the ongoing work and partnerships that take place with external agencies, such as the police.

Steve Sawyer told the group about the many tasks the estate caretakers have been carrying out, such as a major cutting and clearance project in Blaenymaes and the ongoing issue of fly-tipping across the city.

Primary School visit The Housing Service received numerous letters from the pupils at Parklands Primary School in relation to fire safety within our High rise blocks. As a result, we arranged for our Risk Management Surveyor, Darren Whetton to attend the school and give a talk to the pupils. The pupils found this session interesting and informative.

Tenant feedback The Open House feedback group met to discuss the last edition of the magazine and provide suggestions for the next edition. If you would like to get involved in these sessions we would welcome new members. Alternatively, if you don’t want to

attend the group meetings you can still give your views about Open House by phone or email (see below). Where possible we will try to include your requests in a future issue.

Housing website and kitchen & bathroom brochure consultation At the beginning of the year, we held a meeting to obtain tenants’ feedback on the new Kitchen & Bathroom Brochure and also our Housing Webpages. The group gave positive feedback about the brochure, and this is now provided to every household currently having upgrade works.

In response to suggestions given about the website, a number of changes have been made to the Housing Webpages to make them easier to navigate. We would like to thank everyone who attended the meeting, we are very grateful for your feedback.

Wales Audit Office meetings with Tenant Participation Groups The Wales Audit office visited the Authority during April 2018 and met with a number of our tenant participation groups, in order to obtain their views and comments on the service the Authority provides and the Council’s plans to meet the WHQS. Any tenant or leaseholder can be a member of the Tenants’ Consultative Panel. You will be asked for your views on new service developments or changes to any policies and procedures. This may be undertaken through questionnaires, via email, text or attending meetings – it’s up to you.

If you would like to join the Tenants’ Consultative Panel please contact Alison Winter on the number below.

If you would like to have your say and get involved you can contact Alison Winter, the Participation Officer on 01792 635043 or email alison.winter@swansea.gov.uk. or text your comments along with your name and address to 07775221453

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Sheltered Housing News Lottery Grant With the help of their warden, the Social Club at the Coed Lan complex in Three Crosses, previously applied for a lottery grant. As a result the Coed Lan Social Club was delighted to receive £5,000 which enabled the members to have a 5 day break to Eastbourne during May 2018. The trip was well organised and enjoyed by everyone who attended.

Easter party at Coed Lan At Easter the Coed Lan Complex had a party with a difference! Instead of making Easter bonnets, they put together their own flower arrangements to be judged. The residents had a lovely time and thoroughly enjoyed the event.

Gloucester House 30th Anniversary On the 11th May 2018, Gloucester house celebrated its 30th anniversary.

A party, including a buffet and entertainment, was held for the tenants. 3 of the original tenants who still live at Gloucester house; Mrs Barbra Cullen, Mrs Betty Morgans and Mrs Eileen Coleman attended the party.

The tenants enjoyed the afternoon sharing memories of their friends past and present. Speeches were given by Mrs Cullen and also Sheltered Housing Manager, Diane Thomas who attended the party with Neighbourhood Officer, Hayley James.

The tenants thanked everyone involved for making the day another memorable one at Gloucester house.

Healthy City Directory Swansea’s community resource for wellbeing and health Swansea’s Healthy City Directory is an on-line resource that enables you to search for a wide range of organisations and groups who can support wellbeing and health.

The Healthy City Directory holds one of the most comprehensive lists in Swansea of groups, clubs and organisations who can offer support, teaching and encouragement for you to help feel healthy and well. Use the search to find information on a range of local and national support organisations.

www.healthycitydirectory.co.uk

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Want to move home?

HomeSwapper can help!

If you need to move home, swapping your home with another tenant may be quicker than waiting for a transfer.

Swansea Council is a member of HomeSwapper which is the UK’s biggest home swap service for social housing tenants wanting to swap home both locally and nationally. It’s also free for Swansea Council tenants to register and use.

Visit the website www.homeswapper.co.uk or download the free HomeSwapper app from the Apple App Store or Google Play for Android.

Tips: 90% of successful swaps in 2016 had at least one photo of the home.

Add some photos as it gives people more information about your home. Try to show your home at its best - ask yourself “what does this show someone who has never seen this room before�. Hold the camera in the corner of the room to try and get as much as you can in the picture.

Also remember to log onto your account frequently to check on potential swaps and to ensure your account stays live.

Here are Homeswappers top 10 tips for a successful swap: 1. Research the area. Schools, public transport, playgrounds, trafďŹ c.

2. What’s included? Don’t assume that the outgoing tenant will leave curtains, white goods etc behind.

3. DĂŠcor. Work out the cost of decorating your new property.

4. Tenancy Type. Check the tenancy type of the home you want to swap into and make sure you know yours.

5. Rent and bills. Find out how much the rent is – this might be different to the amount the current tenant pays as they may receive housing beneďŹ t to ‘top up’. It is worth asking what the usual bills are e.g. gas and electric.

6. Neighbours. This is one of the most important things to think about. Are there any disputes or noise issues?

7. Condition. Are there signs of damp? Are there repairs needed? Is there enough storage space?

Is there central heating? Are there enough kitchen cupboards. Check taps, showers etc, electricity wiring.

8. Eligibility issues. Are there any age restrictions or mobility restrictions? Has the property been adapted for disability and this isn’t applicable to you?

9. Occupancy requirements. If your home is too big or too small for your needs you probably won’t be able to move in.

10. How serious is the other swapper? Don’t make any major changes to your life until your swap has been approved by your landlord and you’ve signed the paperwork.

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Colliers Way and Cwrt Trevor officially opened Tenants started to move into the new houses in Colliers Way and Cwrt Trevor in Blaenymaes at the end of 2017 and now the 10 two bedroom homes and 8 one bedroom apartments are all occupied.

First Minister Carwyn Jones officially opened the development in March 2018 and said “I was pleased to meet with the new residents of Colliers Way and Cwrt Trevor and hear how they are settling in to their new top quality, energy efficient homes.”

In recognition of the scheme’s importance, the Council has received a grant under the Welsh Government’s Innovative Housing Programme, which will off-set some of the costs. The rest of the investment has come from the council homes capital budget which sees money from rents reinvested in improving thousands of existing council homes and providing new ones.

The next development to be built will be at Parc Y Helig in Birchgrove where the Council is planning on building a selection of new homes.

The latest phase will follow on from the creation of innovative ‘Passivhaus’ homes at Colliers Way. ‘Passivhaus’ designed homes are internationally recognised as low energy homes and contractors assisting in the building of them have to be accredited to be involved.

The Council is now looking at introducing its own

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design – ‘Swansea Standard’ which are described as ‘fabric first’ high – energy efficient properties.

Andrea Lewis, Cabinet Member for Homes and Energy, said: “Our aim is to continue developing social housing in Swansea that the Council and future tenants can be proud of.

“The new homes will follow the Swansea Standard design instead of Passivhaus. This gives us more flexibility with bringing in local contractors and as a result helping boost our local economy.”

What’s on in your area?

In this edition of Open House we are featuring events held in Port Tennant at the Port Tennant Community Centre.

If there are any areas of Swansea that you would like to see featured in future editions of Open House then please let us know!

Coffee Mornings Every Tuesday – 9.00am - 11.30am A weekly get together for the community.

Everyone is welcome.

For further information please contact New Springs Community Church 01792 417110

Crochet Club Every Tuesday – 1.00pm - 3.00pm A community based group meeting once a week to undertake their favourite activity crochet and knitting!

All welcome.

For further information please contact Maureen Pridmore 01792 884642

Bingo Every Wednesday – 7.30pm - 9.30pm This group has been meeting for many years and is always on the lookout for new members.

For further information please contact Lynne Dicks 07941 431865

If you’d like to get involved in the work of Port Tennant Community Centre, please contact Arron Bevan-John (Community Development Officer) 01792 635449 arron.bevan-john@swansea.gov.uk

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Rent payment methods Forms are available on-line or you can request them from your Rent OfďŹ cer on 601720 / 534094 or email request to rentsteam@swansea.gov.uk You will need a Payment swipe card, ask your Rent OfďŹ cer, or phone us on 601720 / 534094. Payments made on a Thursday or Friday will not show until the following week Payzone - You can use your Payment swipe card to pay at any retailer that displays the payzone logo. For a list of retailers please visit www.payzone.co.uk By contacting your Rent OfďŹ cer

You can pay using Debit, Switch, Solo, Maestro or Credit Card by ringing 601720 / 534094 or your local DHO during OfďŹ ce Hours

Via the Internet

Please visit the Council’s website www.swansea.gov.uk Click “Do It Onlineâ€? & “Pay for itâ€?. If you have any difďŹ culties, please call on 601720 / 534094 for assistance

Over the phone

At your local Housing OfďŹ ce

If you know your rent reference number, you can phone our automated service English 0300 456 2765 / Welsh 0300 456 2775 at any time. (If you do not know your rent reference please call 601720 / 534094) At the following District Housing OfďŹ ces & Civic Centre: Townhill, Sketty, West Cross, Blaenymaes, Penlan, Town Centre, Morriston, Eastside, (Gorseinon - Card payments only) If you are on Universal Credit your Housing Costs will be paid to you directly by the DWP. Please contact the DWP on 0345 600 0723 if you have not received your Housing costs

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Support services Making a new Housing BeneďŹ t Claim

To make a new claim for Housing BeneďŹ t contact the Take Up Team 635885 or email newclaims4beneďŹ ts@swansea.gov.uk

Housing BeneďŹ t

To discuss your existing claim with a Housing BeneďŹ t OfďŹ cer please ring 635353 or email beneďŹ ts@swansea.gov.uk

Financial Inclusion OfďŹ cer

TSU Tenancy Support Unit

If you are having difďŹ culty with paying your rent contact Lesley Jenkins 01792 534064 email rentsteam@swansea.gov.uk The TSU is run by the City & County of Swansea; they can offer a support worker to help with ďŹ nancial problems or any other support issues with your tenancy. Please contact your Rent OfďŹ cer or the Tenancy Support Unit on 774360 if you feel you need support Swansea Citizens Advice Llys Glas, Pleasant St, Swansea SA1 1PE 08444772020 www.adviceguide.org.uk/wales.htm If you are threatened with homelessness they will offer you free advice and assistance 01792 469400 Housing Advice helpline 0845 800 4444 www.sheltercymru.org.uk/shelter/home/

Housing Options

Money advice and debt advice - Also free advice given if your tenancy is at risk. Call at 17 High St, Swansea SA1 1LF 01792 533100 housingoptions@swansea.gov.uk Stepchange Debt Advice 0800 138 1111 www.stepchange.org Want to Work - Workways - If you would like advice on how to get into work Freefone 0800 328 6370 or 01792 637112 www.workways.co.uk Open House: Issue 2 2018 15

Contact Information The Council may need to contact you from time to time about your rent, property improvements or any other housing related matters so it is important that we have up to date contact information so we can contact you when necessary. This includes your home phone number, mobile phone number and email address.

The Council is increasingly contacting customers by text message. Many of the sections within the Housing Service such as the District Housing Offices, Rents Team, Housing Options and the Tenancy Support Unit are using text messaging.

It is a really good way of getting messages to tenants quickly and we are finding that most tenants agree that it is an easy way of responding to us.

Please let us know if any of your contact details change so that we can update our system and continue to contact you when we need to.

High Rise Sprinkler Programme Swansea Council is in the process of installing sprinkler systems to all of its 11 high rise blocks of flats.

This was something that was already planned however, following the tragic loss of life in the Grenfell Tower fire in London, this was made a priority. The fire protection systems in the high rise blocks were and are already of a high standard and have been approved by the Fire Service. The installation of the sprinkler systems will further enhance fire safety in these high rise blocks.

Jeffrey’s Court in Penlan was the first block to benefit from the installation of these sprinklers and work started in February/March 2018. After a lot of hard work and commitment from our mechanical and electrical installers and engineers this block is now fully completed and

16 Open House: Issue 2 2018

operational and all 40 flats, communal areas and stairwells are now protected in the event of a fire.

Industry experts who have been monitoring the progression of the work in Jeffrey’s Court have commented on the high standard of work and finish by all those involved and praised the Council’s ability to deliver the project.

The co-operation and help of the local tenants and housing offices meant the work was able to be completed with minimal disruption to the residents with each flat installation taking approximately a day to complete.

Work has now commenced on the next sprinkler installation in Matthew Street, Dyfatty, and is progressing well on both blocks. Completion is scheduled for later this year and once completed work will begin in Clyne Court, Sketty.

A brand new state-of-theart centre has recently opened in Mayhill.

Mountain View Children’s Centre Monday

All sessions FREE of charge / Pop in or call to book on to our courses

9.30am - 11.30am

Stay and Play A Fun play session for children with their parents

1.30pm - 2.30pm

Information and Support Drop In Signposting / support session for parents and carers

Mountain View Health and Children’s Centre has replaced the old and outdated family centre on Mayhill Road and is the new home for the Mayhill GP surgery. The Centre also gives residents access to expanded children and family services, including parent and toddler groups, after-school clubs, healthy eating and nutrition courses and holiday play schemes that will make a real difference to their lives.

Tuesday

9.30am - 11.00am

Stay and Play A fun play session for children with their grownup

The impressive new building will also be home to Mayhill Pharmacy while Citizens Advice Bureau and Women’s Aid will be running services from the centre.

10.00am - 11.00am

Baby Massage Learn to massage your baby (after 6 week check)

1.00pm - 3.00pm

Craft 10 weekly sessions - to book a place contact the centre

1.00pm - 2.45pm

Stay and Play A fun play session for children with their grownup

3.30pm - 5.00pm

Grub Club Come and enjoy a family meal together.

Booking required

9.30am - 11.30am

Fantastic Food (cookery classes) Cooking healthy meals on a budget. Booking required

9.30am - 11.00am

Messy Play Don’t wear smart clothes it’s going to be fun but messy

1.00pm - 3.00pm

Bumps and Babies with massage Baby group (after 6 week check for massage)

1.30pm - 2.30pm

Mindfulness Relaxation session - 8 week programme

3.30pm - 5.00pm

After School Fun Booking required

Wednesday

Thursday 9.30am - 11.00am

Healthy Living 10 week - programme with guest speakers covering a variety of topics. Booking required

3.30pm - 5.00pm

After School Fun Booking required

Friday 9.30am - 10.30am

Family Fun Together Enjoy some fun time with your child

10.30am - 11.30am

Melody Moments Musical fun with songs and instruments. From birth

Mayhill Road, Mayhill, Swansea SA1 6TD.

Tel. 01792 468584

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Open House: Issue 2 2018

17

Tenants’ Survey 2017 In 2017 a survey was sent to all tenants asking what they thought about their home, their neighbourhood, the way services were provided, and what they would like to see provided in the future.

Thank you to all those tenants who took the time to complete the survey. A total of 2807 surveys were completed and returned to the Council.

The winners of the prize draw were featured in the previous edition of Open House. A summary of the main findings is shown in the diagrams below:

SWANSEA COUNCIL TENANTS’ SURVEY 2017 SUMMARY OF FINDINGS

HOMES & ESTATES

HOMES & ESTATES

88%

82%

59%

are satisfied with the Housing service when responding to enquiries

were satisfied with their neighbourhood as a place to live

have seen an improvement in their home or estate

18% were dissatisfied

83% are satisfied that they are kept informed by their landlord

17% are dissatisfied the topic that respondees would most like more say about is: Issues relating to the condition of their home

64% are aware of the Welsh Housing Quality Standard

80% were satisfied with the overall condition of their home

20% were dissatisfied

Having nice neighbours, quiet area & location/ proximity to amenities were reasons tenants were satisfied

16% new kitchens 41% new bathrooms 34% rewiring had improvements to their home

Lack of parking facilities, litter, rubbish, fly-tipping & dog mess + racing cars/ motorbikes were what tenants were dissatisfied with

were satisfied with the end result

Car parking, adequate & safe places for young children, roads/ footpaths were the facilities tenants would like to see improved

were satisfied with the information they received prior to work starting

78% 22% were dissatisfied

80%

20% were dissatisfied

FOR MORE INFORMATION VISIT US AT WWW.SWANSEA.GOV.UK

Overall the results from the survey were positive but we know we can do more and want to make further improvements to the service we provide.

The Council has agreed a 3 year budget of £157m for improvements to homes to ensure they meet the Welsh Housing Quality Standard by 2020. Whilst 64% of tenants said that they were aware of the Welsh Housing Quality Standard (WHQS) there are still a number who are not.

There is information on the Council’s website on the type of work, when it is planned and the areas around the city. This includes the programme on new roofs, new kitchens and bathrooms, electrical wiring, new heating boilers and replacement smoke alarms. We met with some tenants to discuss the website and we have now made some changes to it in order to make it easier to understand and to provide more information.

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Work completed so far and future planned work Properties will have external and internal work where required so they meet the WHQS. Some properties may already meet the standard and will not need any work, but some may need a lot. Tenants will be notiďŹ ed individually in advance, on what work is proposed for their home, including likely start dates and who the contractor will be.

The table below shows a summary of the work completed so far and future planned works: Type of work to be carried out

Numbers completed so far

Number to be done in the next 3 years, up to 2020

RooďŹ ng

12,737

782

Windows

13,519

0

External doors

13,519

0

Kitchens

8,844

4,675

Bathrooms

6,024

7,495

Heating/boilers

13,221

298

Rewiring

13,478

41

Smoke alarms

13,519

0

External facilities/gardens

5,300

8,219

qs As well as looking on the website www.swansea.gov.uk/whqs you can also contact your local district housing ofďŹ ce to ďŹ nd out more about any work planned for your home. d In relation to our Kitchen and Bathroom schemes we also revised our information brochure recently so we are pleased to hear thatt 80% were satisďŹ ed with the amount of information received priorr to any work being carried out. However, if you have any ideas forr how we can improve this further please get in touch.

If you do experience any problems whilst this improvement workk e is being carried out the Housing Improvements Team is available to help. Your Housing Improvement OfďŹ cer will introduce themselves before works start. Please contact them on 01792 635117 or email HousingILT@swansea.gov.uk so any issues can be resolved.

Tenants said in the survey that they wanted to have more say on issues relating to the condition of their home but we found that 81% of tenants were not interested in getting involved. Please e be aware that you do not have to attend formal meetings to have e your say but we are grateful if you share your views with us so we can improve our service.

We will be starting a review of the way we provide our housing service and we would like you to get involved. If you have any suggestions on how we improve our service going forward please contact us on housing@swansea.gov.uk or if you would like to come along and join in the discussion at our tenant/ leaseholder meetings please contact Alison Winter on 01792 635043.

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Improvement works questionnaires Tenants who had new kitchens and/or bathrooms between April and December 2017 or external wind and weatherproofing works were sent satisfaction questionnaires to find out what they thought of the improvement works carried out to their homes.

Here is a summary of the results for kitchens and bathrooms:

External wind and weatherproofing works 73 replies were received.

94% of respondents felt the work improved the appearance of their home and the area generally.

91% felt the work that was carried out at their home and the finished product/standard of work was ‘average, good or excellent’ with 48% saying it was ‘excellent’. The lowest scoring statement was again for how well tenants felt they were kept informed about what work was being carried out and its progress during the period of the work with only 62% saying this was ‘average, good or excellent’.

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Repairs reminder It’s easy to report repairs online anytime, anywhere - just visit: www.swansea.gov.uk/requesthousingrepair The quickest way to report a repair is by going online.

The website is mobile friendly and perfect if you are on the go as you can use it at a time and place that’s suits you.

If you can’t get online, you can also telephone the Housing Repairs Call Centre on:

01792 635100 They are open Monday - Thursday 8.30am - 5.00pm and Friday 8.30am - 4.30pm

Emergency repairs An emergency repair is any problem which could cause serious injury to you or anyone in your home.

They can only be reported by telephone to the above number.

If it is out of hours (Monday - Thursday 5.00pm - 8.30am and Friday 4.30pm - Monday 8.30am) please ring:

01792 521500 If you have a query about what repairs we will do, need an update on a repair you have already reported or just need general repairs advice simply hrcc@swansea.gov.uk or ring the above telephone number.

Open House: Issue 2 2018 21

Reporting potholes and damaged or broken paving stones You can report a pothole online www.swansea.gov.uk/ reportpothole or in person in the Civic Centre.

You can report a problem with damaged road or footpath surface online www.swansea.gov.uk/ reportdamagedpaving or in person in the Civic Centre.

We need clear information about the location and shape of the pothole/ damage so that we can ďŹ nd it and repair it as quickly as we can.

Please tell us the street name and use the map or describe where it is exactly. You can take a photo on your smartphone and upload it and describe the location, eg outside which property, is it in the middle of the road or near the kerb and which side of the road.

While a street name is essential, the more information you can provide the more likely we are to ďŹ nd and repair the problem.

T.O.P.I.C. House The older People’s Information Centre

Social Activities Coffee Mornings Bingo Classes Games Club Lunches Bowls And lots more...

!ÂŹVERYÂŹWARMÂŹWELCOMEÂŹ AWAITSÂŹYOU Find us at: 56-58 Teilo #RESCENT ÂŹ-AYHILL

22 Open House: Issue 2 2018

sÂŹ !REÂŹYOUÂŹLONELY sÂŹ 7OULDÂŹYOUÂŹLIKEÂŹ to meet new people sÂŹÂŹ 9OUÂŹDON TÂŹHAVEÂŹ to live in Townhill!

Open Mon to Fri 10.00am - 4.00pm

Open House: Issue 2 2018 23

Volunteering Have you got any spare time?

Would you like to make a difference in your community?

Have you ever thought about volunteering?

Volunteering can make a real difference to your own life and the lives of those around you.

As well as being fun and rewarding, it can give you:

Swansea Council for Voluntary Service (SCVS) supports volunteering in Swansea and will be able to help you ďŹ nd the right opportunity for you. www.scvs.org.uk 01792 544000

• A great sense of achievement • An opportunity to meet new people • A way to use the skills you have or to learn new ones • A chance to make a difference in the community Volunteers do not get paid for what they do, but may get out-of-pocket expenses such as travel costs.

Volunteering Wales will give you information and advice on volunteering and also what opportunities are available in the area.

If you would like to contact anyone about the Volunteering Wales website please contact volunteering-wales@wcva.org.uk or on the Helpdesk on 0800 2888 329

Volunteering and BeneďŹ ts People who are getting beneďŹ ts are usually able to do some voluntary work without it affecting their beneďŹ ts, and appropriate voluntary work may count towards ‘work search’. However if you are getting certain beneďŹ ts - though not State Pension or Pension Credit - you have to tell the Jobcentre Plus and there may be conditions you have to meet as part of your Claimant Commitment in order to keep getting your beneďŹ t.

24 Open House: Issue 2 2018

County Lines ‘County Lines’ is a growing, nationwide issue. It is a process whereby gangs use young or vulnerable people to carry and sell drugs across county boundaries. It is a tactic used to facilitate the selling of drugs by gangs outside of the area where they live, therefore reducing the risk of detection.

It almost always involves the exploitation of vulnerable people, both adults and children.

urban areas to South Wales using intimidation, violence, debt bondage and/or grooming.

Gangs from London, Merseyside and Birmingham are operating within the local communities of South Wales and are using local properties, generally belonging to a vulnerable person, as a base for their activity. This is often acquired by force or coercion and is referred to as cuckooing.

If you are concerned about county lines or cuckooing please contact your district housing office, ring the police on 101 or if there is immediate risk to you or someone you know, please dial 999.

Gangs are exploiting children to deliver drugs from

Crimestoppers is an option for anonymously sharing information on any criminal activity you can call them on 0800555111.

Power Up! is an advice hub offering a range of income, tariff and energy efficiency support and advice to those who could be potentially vulnerable in the event of a power cut.

Contact Power Up! free on 0808 808 2274 to receive: Free and impartial advice on getting the best energy deal A benefit entitlement check Advice on saving energy around the home Referrals to grant funded cavity wall and loft insulation schemes Referrals to schemes replacing old, inefficient boilers Advice on managing money and debts A home visit service if you find it easier to speak to someone in person

Call Power Up! today to find out how you can keep warm and save money on your energy bills.

Open House: Issue 2 2018 25

How to get a restriction on cold calling in your street Cold callers are classed as people who knock on your door, without warning, offering goods and/or services. You may, for example, get visits from double glazing firms, doorstep loans insurance services, legal services, and other salespeople.

In Swansea, Trading Standards has been working with communities to set up Cold Calling Control Zones. In these zones cold calling is strictly controlled.

Cold calling isn’t illegal, but in a Cold Calling Control Zone, businesses have to respect the wishes of residents and not call at the property at all.

The Cold Calling Control Zone doesn’t stop every organisation from calling as it is only people who are offering goods and/or services who are classed as cold callers. For example religious groups such as the Jehovah’s Witnesses are allowed to knock on your door, as they are not offering to provide goods or services for a fee. Similarly, charities can also knock on your door as they are also not offering goods or services.

Zones are usually identified by lamp post signs and stickers placed in the doors or windows of homes within the Zone area The advantages of having a Cold Calling Control Zone are as follows: • It can act as a deterrent to unwanted and nuisance callers • It can give you the confidence to say ‘No’ when approached on the doorstep • It is an offence for a cold caller to refuse to leave or to return to your property if you have a sticker in your window requesting that they do not call There are already some Cold Calling Control Zones in Swansea but only a few hundred homes are covered.

26 Open House: Issue 2 2018

If you are interested in having your street added to this list of areas covered, please contact your local District Housing Office. All you need to do is give your name and address and say that you are interested in having a Cold Calling Control Zone.

Alternatively, you can e-mail the Housing Service on housing@swansea.gov.uk with your name and address and state that you are interested.

If we receive enough requests from your area we will inform Trading Standards, who will then make some further enquiries to assess whether the cold calling restriction can be put in place.

There has to be a proven demand for the Cold Calling Control Zone in order for Trading Standards to consider implementing it, so registering your interest is the first step in the process.

Even if there is no demand from your area to set up a cold calling zone, you can get a sticker and leaflet about how you can deal with cold callers from your local District Housing Office.

Real Nappy Cashback Scheme Make the Switch to Real (reusable) nappies today and the City and County of Swansea will reimburse you up to £100 towards the cost!

Why Switch?

Up t o

£ 100 !

Reduce Waste! In a 21/2 year period, an average child will use approximately 5000 nappies. That’s 156 black bags going to landfill.

Save Money! You could save up to £500 per year on disposable nappy costs.

No more Nappy Rash! Real nappies are made out of natural fibres so they won’t irritate the baby’s skin.

Easy to Use and Wash! Velco and popper fastenings mean no pins are needed and nappies are machine washable.

Fun! They come in a wide range of designs and fabrics.

How to apply The scheme is available for all residents of the City and County of Swansea. For a full list of terms and conditions and to apply for the scheme visit

www.swansea.gov.uk/nappies recycling@swansea.gov.uk 01792 635600

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Useful contacts Homes and Estates

Help and Support

Contact your local District Housing OfďŹ ce (DHO):

Tenancy Support Unit 774320 / 774360

Blaenymaes DHO 534060

Tend and Mend 525152

Eastside DHO

791251

Gorseinon DHO

897700

Morriston DHO

601720

Penlan DHO

582704

Adaptations to your home 635330

Sketty & Gower DHO

516810

Report it

Town Centre DHO 650486 Townhill DHO

513900

West Cross DHO

402500

Improvements to your home to meet the Welsh Housing Quality Standard 635215 Refuse collection / recycling / furniture disposal Environment call centre 635600

Furnished Tenancies 584042

Anti Social Behaviour (24 hours) Neighbourhood Support Unit 648507 Repairs Repairs call centre 635100 Out of hours emergency repairs 521500

Emergency gas leak National Gas Emergency Service 0800 111999

Rents Team 534094

Problems with road drains, street lights and pot holes

Direct Debit 635015

Highways 843330

Your Rent

30 Open House: Issue 2 2018

Cut out and keep me or take a photo with your mobile phone so you always have the contact numbers to hand

Gorseinon’s Pop-up Café & One Stop Shop Everyone is welcome for tea and coffee at Gorseinon’s Pop-up Community Cafe & One Stop Shop and if you need advice, information or support, we’ll do our best to get it for you.

Every Wed from 18th July, 1pm - 3pm in Ty Newydd Tea

Free Advice Support

HEALTH & FITNESS EMPLOYMENT DRUG & ALCOHOL BENEFITS & DEBT WELFARE

COMMUNITY POLICING VOLUNTEERING DISABILITIES LONELINESS

HOUSING MENTAL HEALTH LGBT ELECTED REPS YOUTH SERVICES

Official Launch Wed 1st Aug 1pm

Info: Ronan 07471 l45353 / Kelly 0779l 832172 Facebook: @gorseinononestopshop Email: gorseinononestopshop@gmail.com Ty Newydd Community Centre, 17 West St, Gorseinon

Can we help you?

Do you have difficulty reading small print or perhaps you sometimes feel bogged down by the amount of information you see on letters, leaflets and application forms.

District Housing Offices have hearing loop systems, hand held magnifying glasses, signature guides, large grip pens and other aids which are available for use at the reception desk or interview room.

If this is the case we can provide information to you in other ways. We can send you information in Large Print, Braille, or on a Compact Disc. If you are a Welsh Speaker or are learning the language we can also provide information to you in Welsh.

It’s important to us that you are able to have access to all of the services which are available to you from the Housing Service; so if you would like us to do things differently for you, please just ask and we will be pleased to do so.

To receive information in an alternative format, please let the staff at your District Office know or contact the Customer Services Team on 01792 635045 housing@swansea.gov.uk If you need help completing a form that we have given you, please ask your District Office staff for help.

A private interview room is available if you do not wish to do this at the reception counter. All of our

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GDPR - General Data Protection Regulation You may be aware that there are now new data protection regulations, known as GDPR. Since the introduction in May 2018 the law has strengthened the rights of individuals in relation to data protection and is designed to ensure organisations, such as the council, take greater steps to protect your personal information.

What is personal information?

Personal information could be your name, address and contact details but may also include more sensitive information, such as medical information if it relates to your housing circumstances.

What do we do with your personal information?

The council should be open about the information we hold about you and be responsible for holding it securely. In order to be more open about how we use your personal information, from now on when we request that you ďŹ ll in any forms where we ask you for personal information you will be told what we do with your information and who, if anyone, we will share it with.

Your rights The information we collect should be relevant and limited to the purpose in which we collect it. It should also be accurate and kept up to date, so if your details change or you believe the information we have is inaccurate please let us know so we can update our records. You can also ask us about the information we hold about you.

How do we share it?

Sometimes we also have to share your information in order for us to provide you with a quality service. This could be where we use another agency to deliver the service for us or where we work with other agencies to support you. Information sharing is an important way of helping us do this but it will only be done where it is necessary and where we have told you about it.

What do I do if I want to know more?

The council now has a corporate privacy notice where you can read more about how your information is used by the council www.swansea.gov.uk/privacynotice

Customer Contact Survey During September and October we will be carrying out a survey in all of our District Housing OfďŹ ces. We will be asking tenants and leaseholders that visit the ofďŹ ces how they feel about the service we provide, the ways they currently use to access the service and asking for any ideas on how we can improve. We also want to know how we can get more tenants and leaseholders involved in how we manage homes and estates.

Please pop in and have your say during normal ofďŹ ce hours.

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