Housing Services
Seasons Greetings from Tamworth Borough Council
December 2010
Families fill 46 bags of rubbish in tidy up A steering wheel, a carpet gripper and a suitcase were among the strangest items collected in a litter pick around Glascote Heath during August. Residents living on the Glascote Heath estate were urged to join in the litter pick, organised by Tamworth Borough Council’s Tenant Participation and Caretaking Teams to tie in with the national Big Tidy-Up. More than 50 people went along to do their bit to pick up the rubbish littering the estate.
In this issue:P age 2
Old Glascote Walkabout
P age 3
The fun started at the Caledonian caretaking office, with free face painting, balloon modelling, candyfloss and refreshments. The volunteers were then divided into teams and sent out to see who could collect the most rubbish. Prizes were on offer to the team which could collect the most waste and to the team which found the most unusual object. More than 46 bags of rubbish were collected, as well as an old sofa, a suitcase, armchair, mattresses and - taking the prize for the oddest item found - a steering wheel. Tenant
National Tidy Up event
Participation Manager Leanne Allwood said: “It was great to see so many young people and parents getting involved in making a real difference to their community” “Everyone who attended worked extremely hard and their efforts were invaluable. We would like to say a big thank you to everyone who attended and supported the events. We will continue to do our bit and look forward to repeating the event in another area of the borough next year.” Finally, a big thank you to the following organisations for kindly donating prizes for the event; Cadbury World, Broomey Croft Children’s Farm, Snowdome, Odeon Cinema (Tamworth), Beefeater Restaurant (Ladybridge), Drayton Manor Park and Strykers Bowl.
Rent payment changes
P age 4
Local Offers
P age 7
Census 2011
www.tamworth.gov.uk
I really enjoyed the morning. I was able to speak to different people all under one roof who really listened to my concerns.
Open Morning for residents of the Riverside flats Residents of the Riverside High Rise flats were invited to come along to an open morning at the social club during September this year. Tenants had previously told us that they would like to have the opportunity to engage with the Housing Service and as a result of this the Tenant Participation and Caretaking team joined forces to make this happen. Both a drop in event and tidy up around the some of the communal gardens was arranged. Council staff, Morrison’s and other key partners and agencies were on hand during the morning to talk to residents, answer questions and pick up any issues or concerns people had. Whilst all this was going on inside, outside the Caretaking team rolled their sleeves up and got stuck in to a tidy up around some of the communal gardens which was an idea put forward and selected as I was able to part of the ‘Wish Upon a Star’ Scheme.
Customer Dashboard Visit online for the latest performance indicators in housing www.tamworth.gov.uk/housing
speak to Morrison’s staff and was really pleased how helpful they were.
Estate Mangement Team
OLD GLASCOTE
Walkabout Success A successful estate walkabout was recently held in the Old Glascote area, giving residents the chance to have their say on key issues and concerns they have about the area they live in. Residents on the estate were joined by local Housing Officers, Caretakers, Tenant Participation, Police, Streetscene and other key agencies and gave their suggestions on how to improve the estate. The walkabout included a briefing session, a tour of the estate and a log of all issues identified. Residents were then invited to develop an action plan on how best to resolve the problems and issues identified.
Residents and Officers on the Glascote walkabout
We were pleased to have extra visitors, pupils from Woodlands Primary School, who attended as part of a project they were carrying out. All children were extremely observant, highlighted many issues and clearly enjoyed their afternoon. The works highlighted included repairs to garage doors, graffiti, litter, weeds, overgrown shrubs and drains. Works that could be carried out by our Caretaking Team were done over a 3 week period. All other works were immediately reported to the appropriate departments with a request for an equal commitment from these partner agencies to resolve issues within 3 weeks. Feedback forms showed that 93% of attendees are satisfied with services provided by the Estate Management and Caretaking Teams. One comment received was “the Estate Management Team are always a pleasure to work with and very helpful when I have an enquiry. It’s just a shame they haven’t the money to do everything!”
If you feel your area would benefit from an Estate Walkabout in 2011, please contact the Estate Management Team on 01827 709491 or email: estatemanagementteam@tamworth.gov.uk
Join our Tenant Consultative Group Your Views Matter! Involving tenants in service improvements is vital to the success of Tamworth Borough Council Housing Service. We are committed to increasing opportunities for tenants to get involved in the management of their homes as we believe that by ensuring tenants directly influence and shape the services we provide, this will help to continually develop service improvement and result in high levels of customer satisfaction. Our Tenant Consultative Group (TCG) provides a united voice for tenants and leaseholders of Tamworth Borough Council and has a long track record of successfully working with the Council to influence and have a say in the way their housing service is delivered. To the right are just a few examples of the key successes and work the TCG has been involved in over the last 12 months. We are always looking for new members so if you would like to get involved or would just like some more information on tenant involvement, please contact the Tenant Participation Team on 0800 183 0454.
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l Service Sta nd
ards review ed and pub performance lished via cu dashboard. stomer l Review o f the Tenan t Participati on Strategy l Involved in 2010 in the first A nnual Impa Involvemen ct Assessme t nt for Tenan t l Assisted in the design a nd publicati tenant volu on of a wid nteer leafle e range of ts. l Monthly review of p erformance indicators l Contribute d to the pro duction of th e Annual Re l Involved port 2009-2 in the revie 010 w o f the capital 2010/2011 works prog ramme l Reviewed the Repairs and Mainte nance Servic l Review o e Standards f the Tenan t Participati on website l Involved in a week-lo n g recruitment repeated in drive in 200 2010 9 and l Reviewed feedback on the annual satisfaction programme with recom of customer m endations fo improveme r future serv nt ice l Involved in the interv iew and sele contractor ction process for the win dow l Tenant In spector and Mystery Sho pping Train ing
100%of recharges were processed and actioned during November 2010. Since April 2010 there have been 62 recharges processed. The recharges have mainly been due to dwelling clearance after a property has been terminated
Changes to the way you can pay your rent The two payment Kiosks in Marmion House are no longer available. If you made payments at the kiosks you will have to use an alternative payment facility.
Weekly Direct Debits After consultation in ‘Open House’, through a web survey and requests from tenants, weekly direct debits have now been made available. Direct debit is by far the most convenient way to pay your rent. We will never take a payment without informing you and you are covered by the Direct Debit Guarantee. Why pay by Direct Debit?
How you can pay… Direct Debit This is the by far the simplest and safest way to pay Rent, Council Tax and Benefit Overpayments. In September 2010 we introduced weekly direct debits. We already have monthly direct debit facilities on either the 1st or 16th of the month. If you would like to start paying your rent by direct debit please contact your housing officer on 01827 709514 or visit our web site www.tamworth.gov.uk Council Tax and Benefit Overpayments can also be paid by monthly direct debits.
Via the internet Payments for all services can be made by debit/credit cards via the internet by logging onto www.tamworth.gov.uk and clicking “pay it online” This service is available 24 hours a day, 7 days a week.
Over the phone
l No more queuing l No more writing cheques or paying for postage l No need to remember to pay your rent and Rent Payments are always made on time
l Not having to complete bank forms every year l An immediate money back guarantee from your bank in the event of an error
l Advance notice if the date or amount changes l A choice of weekly or monthly payments (two monthly dates the 1st or 16th of each month)
l Each direct debit payer saves Tamworth Borough Council £20.00 per year in collection costs. These savings can be used to improve your services For more information about paying your rent by Direct Debit, contact the Income team on 01827 709514.
Does the cost of Christmas make it an Unhappy New Year?
Payments can be made by debit/credit card over the telephone by calling 0845 2307 709. This service is available 24 hours a day, 7 days a week.
Let Tamworth Credit Union ease away those money blues.
AllPay/PayPoint
Christmas doesn’t come cheap. Especially for families with kids, the pressure to spend, spend, spend seems to get worse every year. Ever wished there was a cheap, convenient way you could ease the burden? Well, now you can.
At Allpay payment outlets throughout Tamworth. You can apply for a card to pay your Council Rent and Council Tax at any local business displaying the “paypoint” sign including the Post Office. There are approximately 22 outlets in the Tamworth and surrounding areas. You will not be charged for using this service.
By post You can also post a cheque or postal order made payable to Tamworth Borough Council to Marmion House, Lichfield Street, Tamworth, B79 7BZ. You can also place it in a secure box at Marmion House. Receipts can be issued on request.
Standing Order You can pay directly from your bank account. Ask your Housing Officer on 01827 709514 for details. Please ensure you quote your Council Rent or Council Tax reference with your payment.
Moto Payment You can telephone the Council on 01827 709709 or your Housing Officer on 01827 709514 to make a payment over the phone. The person making the payment will need to have a valid debit/credit card registered in their name and have their Allpay payment card to hand. A payment is made over the phone to the internet by Council staff, if you require a receipt please ask. This service is currently available during working hours (Monday to Thursday 8.45am – 5.10pm, Friday 8.45am – 5.05pm).
Tamworth Credit Union is working with the Council’s Housing Team to bring low-cost credit to tenants, to smooth out the financial ups and downs. How does it work? A Credit Union is a savings and loans coop. Anyone who lives or works in Tamworth can join the Credit Union, and it’s owned and run by its members so it doesn’t make big profits for city slickers. When you join the Credit Union, we work out with you how much you can afford to put in - it’s a great way to get the savings habit because you can save as little or as much as you want. But Tamworth Credit Union can also help with low-cost loans. We understand that if money’s tight, we all need to borrow from time to time to help keep the budget on track. But high street banks aren’t interested in small borrowers - and the interest you’ll pay from commercial companies that offer small loans would make your eyes water. We know our members so we can lend with confidence and that keeps our interest rates low. Volunteers do a lot of the work, and that keeps the costs down too - and makes it cheaper for you to borrow. So if you think the Credit Union could work for you, come along and talk to us. We have offices on the corner of King Street and Church Street and on the 1st floor of the Co-op department store, near Financial Services. Tel: 01827 65062. Website: www.tcul.org.uk
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Local Offers – Housing Services for you! It’s not too late? As you knowthe Tenants Services Authority is still regulating housing providers. We confirmed in the 2009/10 Annual Report that we are required to consult and publish local offers by April 2011. Our consultation diary is on line, but the proposed local offers set out in this edition of Open House marks the final consultation phase. We intend incorporating final feedback into proposals for Cabinet approval in February 2011. We will then publish them in March & April 2011 so we can continue to monitor our progress with you.
What are your priority projects for the four locality areas? The ones so far include:Amington Contribute to proposals to regenerate the Kerria Centre Develop partnership working with other registered providers managing private rented stock in Amington
Results will be scrutinised by the tenant consultative group, landlord project board and performance chamber.
Belgrave
So….where are we?????
Develop a local lettings plan for Tinkers Green and contribute to the wider regeneration of that area
What do we mean by Local?
Review Garage Sites and agree options for the future
When consulting on local offers, we have to decide what we mean by local. When we published the 2009/10 Annual Report we set out the timetable for consulting on local offers and the opportunities for you to shape services. We have already listened to:-
Glascote
l The tenant consultative group
Review garage sites and agree options for the future
l Senior United l A Range of views from the survey work undertaken at our
Promote welfare benefit take up and reduce illegal lending
Promote welfare benefit take-up and reduce illegal lending
sheltered schemes
Stonydelph
l Comments from a range of customers attending the community events including the market stalls, walkabouts, partnership events and fun days
We have also spoken to our corporate community development team as Tamworth is committed to ‘localism’ and the development of key locality areas in:
l Amington
Offer housing surgeries at the local hub to offer advice and support on issues concerning anti-social behaviour Develop local lettings and support arrangements for Eringden Identify options to improve environmental and car parking issues
l Belgrave l Stonydelph l Glascote
We welcome your feedback on this From what we know so far tenants have said they would prefer the service standards to be consistent across all 4 areas, but with some priority projects in the 4 locality areas.
If you want to comment on any of this, please email: tenantparticipation@tamworth.gov.uk or write to the address below:
You have also told us local to you means responding to differing needs, it being more about tailoring services rather than geography, recognising that more than 40% of our tenants are over 60 years old. This has led to the proposals around developing the “golden ticket” for the repairs service and sheltered tenants getting an enhanced repairs service if they are over 75 and in receipt of disability benefits.
Tenant Participation Team Tamworth Borough Council Marmion House Lichfield Street Tamworth Staffordshire B79 7BZ We will report in the spring what the outcome of this consultation is.
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In November 2010 the income team successfully contacted 1,243 customers regarding rent issues.
What are the local offers so far?
Home
First of all we would like to thank all of you who were involved in the reviewof service standards in 2008/9. This provided us with an opportunity to reviewthe service standards and explain howwe were going to measure the impact on all our customers. This has led to the development of the customer dashboard, where tenants have selected performance they most like to see in terms of housing. You can view this online at www.tamworth.gov.uk/housing
Specific Expectations
Local Offers
Improve the quality of accommodation
We will advertise our capital investment plans annually, publishing how we are meeting decent homes standards We will provide a handyperson service for repairs
Shall provide a cost-effective repairs and maintenance service as well we meeting all Health and Safety requirements
There are six national service standards, each containing specific service expectation. Five apply to Local Authorities. The council is exempt from the governance and financial viability standard as this is already enshrined in legislation and in the council’s democratic process, constitution and financial regulations. The standards set out below indicate our proposals. These are in addition to the service standards we have already agreed with you.
Local Offers
Improve customer choice, service and complaint handling
We will resolve more enquiries at the first point of contact
We will offer appointments to all customers where appropriate for response repairs
Value for Money
We will set up interactive accounts for you online to view your rent, repairs and housing applications We will learn from complaints by providing quarterly statements
Support coregulation with tenants
Tenants will shape and scrutinise services as set out in our co-regulatory framework and we will publish decisions online
Understand and respond to the diverse needs of tenants
We will set targets to improve information we hold on customers and publish an annual customer impact statement on how we have tailored services according to that information
We will commit to a bi-annual customer satisfaction survey to test improvement from 65% in 2008
Tenancy Specific Expectations
Local Offers
Shall let homes in a fair and transparent way
We will undertake and publish an independent annual impact statement on lettings
Specific Expectations
Local Offers
Shall demonstrate value for money to tenants
We will introduce service charges by 2012 to maximise the resources available to the rest of the tenants We will provide an annual account and value for money summary showing how tenants have benefited from investment decisions throughout the year
Neighbourhood and Community Management
We will offer an enhanced services to vulnerable customers (i.e. golden ticket for repairs)
Shall offer the most secure form of tenancy compatible with the purpose of the housing & sustainability of the community
We will reward tenants who look after their homes through an incentive scheme
We will aim to do more repairs right first time
Tenant Involvement & Empowerment Specific Expectations
We will offer a ‘golden ticket’ for an enhanced repairs service to customers in sheltered accommodation or over the age of 75 years
We will work with other registered providers and landlords to let more homes in Tamworth through the choice based lettings scheme We will publish an annual lettings plan that looks at empty property turnaround and develops local lettings plans to ensure community cohesion and stability, even though that might be on a fixed term basis
November 2010 saw22 empty properties relet within an average of 23 days - reducing the time people are waiting to be rehoused.
Specific Expectations
Local Offers
Shall keep the neighbourhood and communal areas associated with their homes safe and clean, by working in partnership with stakeholders
We will lead on four estate walkabouts a year with partners and publish ‘you said, we did’ outcomes
Shall promote social, economic and environmental well being
We will invest in financially inclusive services both as a service area and through the 3rd sector. We will help stabilise bad debt and improve the take up of welfare benefits, ensuring eviction is a last resort
Shall work in partnership to prevent and tackle anti social behaviour
Landlord Services will be accredited with the Respect standard by 2011/12 reflecting the commitment to preventing, enforcing and educating against anti-social behaviour
We will continue to improve on the performance outcomes for cleaning and rubbish removal We will recruit customer inspectors to audit areas in accordance with the cleaning service standards already published and agreed by you
We will offer surgeries in the locality hubs to discuss solutions to anti-social behaviour
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“Lock It Protect It” Staffordshire Police are encouraging residents to ensure their properties and outbuildings are secured to prevent against burglaries. Entry via insecure or unlocked doors and windows is one of the most common reasons for opportunist burglary. Police along with other agencies, promote the “Lock It and Protect It” Campaign which is aimed at reducing this type of crime, and the distress and loss it causes to the householder. Burglary trends increase in the summer months due to people opening their windows and doors in the warmer weather, and being out in their gardens, leaving buildings more vulnerable. However, this is something that residents should be aware of no matter what time of year. Even if you are at home, please be mindful of uninvited visitors! For more information on home security please contact Staffordshire Police Neighbourhood Watch Team “Lock It Protect It” - Don’t lose it!
Planning on leaving us?
Do you suspect an unlawful sub-let?
Did you knowthat it costs us an average of £2,367.65 to prepare one of our empty properties to be relet after one of our tenants leaves?
What is unlawful sub-letting? In a nutshell: A council tenant (local authority or registered social landlord) renting out their home when they’re not meant to be.
How should I know if they are? Have you ever thought? “I’m sure the guy next door hasn’t been home for ages!” “Hang on a minute… he doesn’t even live there anymore!” “Why are those people living there?” “Who is my new neighbour?!” They may just be unlawfully subletting their home. In other words; they could be housing cheats…
Does it have any other impacts on our community? Yes! Cracking down on unlawful subletting will also help tackle other social problems such as: illegal immigration, prostitution, cannabis factories and fraud. Ending unlawful subletting can cost around £4,000 where as building a new home costs around £100,000. That’s money coming from the public purse which could be spent on improving Tamworth. It’s your money!
Many of our properties are left in a poor state with lots of rubbish and household items left behind that we then need to clear out. Not only does this cost us money, approximately 10% of the money spent in preparing properties ready for the new tenant (£90,000 per year) could be spent elsewhere. It also causes a delay in moving a new tenant into their new home. When you’re moving out please take all of your personal items and rubbish with you. To arrange the removal of bulky items please call the Service Team on 01827 709353. Leave us on a good note;
l don’t leave carpets or any other types of floor coverings
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What’s it got to do with me?
How can I help?
The Audit Commission estimates that up to 5% of social housing tenancies in your borough could be sub let. This deprives the most vulnerable people on housing waiting lists of a home. There are currently around 2000 applications on the waiting list. Helping us could dramatically reduce this number and help those most in need.
Call us in confidence on: 08000 131690 Or send us an email: subletting@ tamworth.gov.uk Your details will be kept confidential and you could even get a reward!
l don’t leave any unwanted furniture or belongings
l don’t leave any rubbish in the property or garden. You are liable to be charged for any items left that we have to remove. If you are planning on moving and have any queries please contact the Estate Management Team on telephone number 01827 709494.
86%of surveyed customers reported their satisfaction with the cleaning of communal areas - taking pride in where you live.
Fire prevention
at Christmas
Festive Fire Safety Tips l Most fires start in the kitchen so never leave cooking unattended. All appliances should be turned off after meals have been prepared.
l Ensure children are not in the kitchen when cooking takes place and keep matches and lighters out of reach.
Tamworth Assistant Area Commander, Mark Walchester said: “The main thing for occupiers of high-rise flats to be aware of is that if they become aware of a fire in another flat they should stay in their own flats to reduce the risk of smoke inhalation on landings or being hit by falling debris outside.”
l Keep decorations, cards and wrapping paper away from candles, fires, lights and heaters. Never leave candles unattended.
l Switch off all fairy lights and unplug them at night and when leaving the house.
l Check Christmas tree lights conform to the British “Residents should also ensure that all of the doors and windows are closed to help prevent flames and smoke entering their flats from fires on lower floors. If it becomes clear that it is absolutely necessary to vacate the flat, then do not use the lifts and try to use the appropriate fire exits. Everyone should have an emergency escape plan in case of a fire so it is important to make sure you’re aware of the closest fire exits and ensure they are always kept clear from any blockages.”
Staffordshire Fire and Rescue Service preventing
l
protecting
l
Standard (BS EN 60598).
l Use an RCD on outdoor electrical equipment (a safety device that can save lives by instantly switching off the power if there is a fault).
l Don’t overload sockets; keep one plug to one socket. Make sure plugs are turned off when not being used.
l Extinguish cigarettes properly and never smoke in bed. l Take time to check on older relatives and neighbours this Christmas, as they are at greater risk from fire.
l Ensure there is a working smoke alarm installed on all levels of your home. Check batteries on a weekly basis.
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2011 Census: Sunday 27 March 2011 Help tomorrow take shape Every ten years the Office for National Statistics (ONS) carries out a census to find out more about the people who live in England and Wales, and about the make-up of local neighbourhoods. The next census will take place on Sunday 27th March 2011, when ONS will be sending out questionnaires for around 25 million households to complete. The census asks about work, health, national identity, citizenship, ethnic background, education, second homes, language, religion, marital status and so on. These statistics are then used to build a picture of today’s society.
Why should this matter? Like all local authorities in England and Wales, Tamworth Borough Council relies on census population statistics to get the government funding we need for public services. How much we get is directly related to how many and what kind of people the census says live in our area. So even if the census were to end up just a few households
Jobs available with the 2011 Census The 2011 Census is fast approaching and on behalf of the Office for National Statistics (ONS), Capita is recruiting from the 4th January 2011 for these roles, to help it run smoothly. To find out more and apply, visit www.censusjobs.co.uk or ring 0845 6044 013.
short, it could make a very real difference to peoples’ lives. The census needs to include everyone, everywhere - and that’s why everyone has to take part.
What do you need to do? Simple! Just answer a few questions about yourself and the people who share your household with you on census day. Everything you tell the census is in strictest confidence and will only be used to produce statistics. ONS will not share your personal information with any other government department or organisation. You can do it online. You can do it by post. But you must do it. So get your questionnaire back as soon as possible after census. The census needs everyone to take part in helping tomorrow take shape - and this is your chance to make a difference. For more information, visit www.census.gov.uk
Job title
Pay per hour (dependant on location)
Census Coverage Survey Team Managers Census Coverage Survey Interviewers Census Coverage Survey Regional Managers Non-Compliance Coordinators Non-Compliance Officers Non-Compliance Assistants
In November, 95 cases of fly tipping were reported and removed within 3 working days – keeping your estates tidy and a safe place to live.
£9.64 - £13.56 £7.71 - £10.84 £11.38 - £16.00 £14.22 - £19.99 £11.38 - £16.00 £9.64 - £13.56
Employment Dates 3 May - 9 June 2011 9 May - 3 June 2011 11 April - 23 June 2011 11 April - 9 Nov 2011 18 April 2011 - 9 Nov 18 April - 9 Nov 2011
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Spot the difference to win! Tamworth Borough Council is offering you the chance to win £20 if your spot the difference competition entry is selected from our prize draw. There are just two competition rules: l You have to be a tenant of Tamworth Borough Council. l You have to circle 3 differences between these two photographs.
Once you think you’ve found all 3 differences, circle them clearly, fill in and cut out the entry form and then return it by Friday 8th January 2011 to the following address: Diane Hughes, Tamworth Borough Council, Marmion House, Lichfield Street, Tamworth Staffordshire B79 7BZ. All correct entries will be entered into a prize draw and the winner notified soon after the deadline. The competition is open to Tamworth Borough Council tenants only. Good luck!
Spot the difference
winner!
Congratulations to Mr S Humphries of Lichfield Street who was the lucky winner of the Spot the Difference competition in the Summer 2010 issue of Open House. Enjoy your prize! Thanks to everybody who sent in competition entries!
Name: ____________________________________________________________________________ Address: __________________________________________________________________________ __________________________________________________________________________________ Telephone No: ____________________________________________________________________
If you would find it easier to talk to us in your own language please ask an englishspeaking friend or relative to contact 0800 183 0454. We can arrange for an interpreter to contact you to discuss any translation you need.
I f you would like to get involved then contact
Tamworth Borough Council’s Tenant Participation team:
Leanne Allwood Tenant Participation Manager 01827 709448 Diane Hughes Tenant Participation Assistant 01827 709374 Helen Rich Customer Service Assistant 01827 709260 email us: tenantparticipation@tamworth.gov.uk
If you would like this document in a different form, for example audio cassette, large print or Braille, please contact the Tenant Participation team on 0800 1830454 Tamworth Borough Council 8
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Marmion House, Lichfield Street, Tamworth, Staffordshire B79 7BZ. Enquiries: (01827) 709709 Designed and Produced by Tamworth Borough Council Main Fax: (01827) 709271