SPRING 2016
Housing Services
IN THIS ISSUE PAGE
1 INCOME MANAGEMENT
6 SINGLE GLAZED WINDOWS
2 ANTI-SOCIAL BEHAVIOUR
6 KEEP OUR TREES IN TAMWORTH
3 REPAIR RESPONSIBILITIES
7 HOME ENERGY ADVICE
5 ESTATE INSPECTION
8 JOB CLUBS
INCOME MANAGEMENT ACCREDITATION Tamworth Borough Council’s Landlord Services Income Team has successfully attained the Housing Quality Network’s accreditation for income management following an assessment of the service.
The Team is now working on a three-year service improvement plan to ensure our services are continually improved. Improvements for the first year include: l
The assessors recognised that we are providing a high-quality service to our customers.
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During the assessment, some of our service users were interviewed and demonstrated the added value staff provide when dealing with customers in financial difficulty.
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Our stakeholders were also interviewed and demonstrated how well we work together.
Reviewing our pre-tenancy procedures Taking payment at the sign-up of a tenancy More focus on former tenant arrears With the reduction in funding to support some of our partners, alternative support mechanisms are being considered
We are very proud to receive the accreditation and are looking forward to the presentation of the award.
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LANDLORD SERVICE ANTI-SOCIAL BEHAVIOUR RE-ACCREDITATION Tamworth Borough Council’s Landlord Services ASB Team successfully attained re-accreditation with Housemark, a national benchmarking organisation. Over the past three years, since the original accreditation action plan, significant changes have been implemented to improve the service to customers. These include: l l l l l
A new case management system Integration with the community safety hub Tenant involvement to model future services Top quartile performance consistently maintained with increased customer satisfaction levels Enhanced website information
We are delighted to be recognised once again for exceptional services provided and commitment to successful resolution of anti-social behaviour.
ASB performance January – March 2016 Number of new cases for the quarter
74
Number of open cases for the quarter
38
The complaints have increased slightly but still represent just 1% of the total stock. Number of closed resolved cases
17
Number of closed unresolved cases
3
The resolution rate has dropped this quarter, showing 94% of cases have been resolved. For the 2nd quarter, our top complaints were about:
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Noise
41%
Pets
11%
Verbal abuse/harassment/intimidation/ threatening behaviour
11%
Garden nuisance
14%
OPEN HOUSE – SPRING 2016
Hotspot areas for the quarter are: Amington
16%
Bolehall
12%
Stonydelph
12%
Glascote
13%
If you would like to see any other performance information, please call the Tenancy Sustainment Team on 709514 or email: estatemanagementteam@tamworth.gov.uk
REPAIR RESPONSIBILITIES As your landlord we are responsible for some of the repairs and maintenance to your home; however some of these responsibilities are yours as the tenant. Below is an overview of tenant repair responsibilities (check your Tenancy Agreement and Repairs Policy on the website for full details). Please note the Repairs Policy is currently under review. Tenant’s general responsibilities are: l l l
Allow repair operatives into your home to carry out repairs, annual safety checks and inspection/s To inform Mears (free phone 0800 183 00 44) as soon as you notice a repair is needed and take action to prevent it getting worse. Please note calls from mobile phones may be charged. You can also report non-urgent repairs by emailing repairs@tamworth.gov.uk Arrange for the repair of any damage caused by you, a member of your household or a visitor.
For your full responsibilities you must check the details in your Tenancy Agreement and Repairs Policy (Please see www.tamworth.gov.uk for full details) Inside and outside the home: For example, you are responsible for: l l l l l l l
Replacing internal doors, cupboards, drawer and handles for all of these Internal glazing – we will do all exterior glazing but you may be recharged if this is as a result of wilful damage or neglect Internal decorating Internal fittings including skirting boards, toilet seats, sink and bath plugs and chains, bath and sink sealant, curtain rails and pelmets Plumbing for washing machines and dishwashers (where not previously supplied by the Council) Floor coverings including carpets, laminate flooring and ceramic tiles Internal draught excluder plate to letterbox Continued on next page…
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…Continued from page 3 l Unblocking sinks/wastes l Replacing light bulbs and fluorescent tubes l Lock changes and charges for replacing lost keys/fobs or wilful damage and neglect l Your own equipment such as TV aerials, aerial points, satellite dishes, domestic appliances and garden water points l Repairs and/or removal of garden sheds l Garden landscaping including paths other than the path that gives you access to the property safely l Fences and/or walls (unless bordering a recognisable hazard, i.e. rail track, waterway, open spaces, etc) l Sweeping chimneys l Infestations such as mice, wasp nests, bed bugs, cockroaches l External drying areas, i.e. washing lines, except communal. Note These repairs will continue to be undertaken if you live in sheltered housing or are over 75 and do not have anyone who lives with you who can undertake these repairs. Please see details of the handy person service in the Repairs Policy. You must also: l l l l l l
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Keep external air bricks and internal vents free of any obstruction (blocking vents could cause problems with gas appliances ) If you live in a flat or maisonette, keep communal areas (including halls, staircases, landings, lifts, balconies, passageways and surrounding areas of any flats) in a tidy condition, free from rubbish, personal belongings and any other obstructions If you live in a maisonette or flat, ensure that you clean and sweep the landing/balcony in front of your door and report any blocked surface drains immediately Burn only approved smokeless solid fuels for your appliances if your home has solid fuel heating Take responsible steps to prevent water pipes being damaged by frost Report repairs such as blocked drains, water leaks, structural defects and problems with water, gas, electricity and fire appliances immediately.
OPEN HOUSE – SPRING 2016
ESTATE INSPECTION PROGRAMME 2016-2017 PROGRAMME OF ESTATE INSPECTIONS 2016-2017 Ward
Area – Streets/Roads
Arden Close, Fairview Close, Florendine Street, Highfield Avenue, Kerria Centre, Kerria Road, Madrona, Magnolia, Monks Way, Nemesia, Quince, Ridgewood Rise, Saffron, Sheepcote Lane, Sorbus, Sorrel, Spruce, St Georges Way, Tilia Road, Trefoil, Woodhouse Lane. Allensmead, Barnbridge, Belgrave Road, Bright Crescent, Broadsmeath, Exley, Greatmead, Hamble, Hayle, Honeybourne, Irwell, Kennet, Belgrave Lomita Cresent, Lower Park, Medina, Medway, Tarrant, Stonepit, Wandsbeck, Waveney, Thurne. Amington Road, Argyle Avenue, Aspbury Court, Bamford Street, Beech Avenue, Bridgewater Street, Canning Road, Dormer Avenue, East Bolehall View, Ferrers Road, Goostry Close, Goostry Road, John Street, Leedham Avenue, Macgregor Crescent, Manor Road, Marshall Street, Neville Street, New Street, Rene Road, School Street, Sheepcote Lane, Summerfield Road, St Georges Way, Thomas Street, Tudor Crescent. Balfour, Bitterscote Lane, Bradford Street, Colbourne Road, Crutchley Avenue, Devereux House, Fazeley Road, Halford Street, Harcourt Castle House, Lichfield Street, Milo Crescent, Moor Street, Morgan Road, Orchard Street, Peel House, Richmond Close, Stanhope House, Strode House, Sunset Close, Sutton Avenue, Townshend House, Victoria Road, Weymouth House. Calder, Caledonian, Cambrian, Camhouses, Carisbrooke, Carlcroft, Chapelon, Craven, Crossfell, Deeley, Dunedin, Engine Lane, Faringdon, Glascote Gresley, Hawksworth, Ivatt, Kirtley, Maitland, Pullman Close, Sheepcote Lane, Signal Walk. Arnold Close, Bloomfield Way, Browning Close, Burns Road, Byron Road, Campbell Close, Chaucer Close, Chesterton Way, Coleridge Mercian Close, Comberford Road, Dryden Road, Elizabeth Drive, Goldsmith Place, Keats Close, Keble Walk, Kingsley Close, Kipling Rise, Longfellow Walk, Masefield Drive, Milton Avenue, Shakespeare Close, Shelley Road, Spenser Close, St Austell Close, Tennyson Avenue, Thackeray Drive, Wordsworth Avenue. Spital Alfred Street, Ashby Road, Beech Close, Beech Road, Borough Road, Cedar Drive, Cherry Tree Walk, Chestnut Avenue, Comberford Road, Copes Drive, Edward Street, Gillway Lane, Hawthorne Avenue, Hilltop Avenue, Holly Close, Laburnum Avenue, Lilac Road, Nevill Street, Prospect Street, Queensway, Salters Lane, Steere Avenue, Stevenson Road, Tempest Street, Wigginton Road, Willington Road. Stonydelph Craven, Crowden Road, Ealingham, Edale, Ellerbeck, Eringden, Garrigill, Gayle, Holwick, Litton, Lothersdale, Milburn, Montley, Murton, Pennymoor Road, Rainscar, Ravenstone, Raygill, Ribblesdale. Trinity Greenhill Close, High Street, New Street, Orchard Close, Parkfield Crescent, Tamworth Road, Welford Road, Wigford Road. Wilnecote Arden Road, Ash Grove, Bailey Avenue, Bakers Walk, Beauchamp Road, Brook Avenue, Callis Walk, Castle Road, Cottage Walk, Ethelfleda Road, Gorsy Bank Road, Hastings Close, Hockley Road, Ivyhouse Walk, Jervis Road, Kilbye Close, Kimberley, Leisure Walk, Liberty Road, Linthouse Walk, New Road, Overwoods Road, Quarry Hill, Saxon Close, Smithy Lane, Stonehill Walk, Tinkers Green Road.
Amington
Inspection April 2016 May 2016 June 2016
July 2016
August 2016 September 2016
October 2016
November 2016 November 2016 December 2016
What happens after the inspection? The outcome and actions for all inspections will be reported on the web as part of You Said, We Did, in Open House and will form part of the annual Impact Assessment for all tenant involvement activity. While not all of the issues will be the responsibility of the Council, our partnerships with local agencies such as the Fire Service, Police and Staffordshire County Council - allow us to ensure that all concerns are fed back to the appropriate organisation and responsibility is taken for issues identified within the remit of those organisations. Organisations will be asked to respond to issues within 28 days to ensure these are actioned and resolved accordingly.
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DO YOU HAVE TIMBER OR PLASTIC SINGLE GLAZED WINDOWS? If yes, please call 709709 and ask for ext 373 so we can update our planned programme of works, or alternatively email: amanda-matthews@tamworth.gov.uk and provide your name, address and number of single glazed units at your property. Please continue to report repairs through to the repairs team on 0800 183 0044
KEEP OUR TREES IN TAMWORTH Before you make that call to cut/remove any trees, please read the following important information. We only consider tree works for health and safety reasons. Health and safety issues may include: Dead, diseased or dangerous trees. Non health and safety issues may include: Branches overhanging a property are to be pruned by you and disposed of in your green waste bin. Any trees within your boundary are to be maintained by you and pruned annually to prevent overgrowth and also disposed of in your green waste bin. The falling of leaves, sap and berries is also not classed as a health and safety issue. In the last financial year, 50% of our callouts were not health and safety related with no works needed. The charge for each callout is taken from our tenants’ money – which could be put to better use. VERY IMPORTANT FACTS 1. Trees are the biggest plants on the planet, they give us oxygen. 2. Trees absorb carbon dioxide and potentially harmful gases, such as sulphur dioxide, carbon monoxide, from the air and release oxygen. 3. Trees stabilise the soil. 4. Trees create an ecosystem to provide habitat and food for birds and other animals. 5. Trees also improve the look of our town and give people a lot of pleasure. 6. One large tree can provide a day's supply of oxygen for four people. 7. Trees protect our children from the ultraviolet rays produced by the sun.
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OPEN HOUSE – SPRING 2016
HOME ENERGY ADVICE TAMWORTH (HEAT) We are pleased to inform you that Tamworth Borough Council’s Home Energy Advice Tamworth (HEAT) scheme is working in partnership with Warm Zones CIC to deliver a new project in Tamworth – the Warm Zones Fund. Owner-occupied homes, privately rented homes and homes rented from Tamworth Borough Council that are in CSCO (Carbon Savings Community Obligation) areas (postcode list below) can receive 100% funding for installation of the below measures if they require them: Home owner-occupied or privately rented (privately rented homes subject to landlord permission) l l l l
New heating system (if the home does not already have a heating system) Replacement heating system (if the current heating system is beyond repair) Cavity wall insulation Loft insulation
Home rented from the Council l l
Cavity wall insulation Loft insulation
There is no need to be in receipt of any benefits to be eligible. The home must be in a CSCO area with a postcode on the list below and require the installation. Funds are limited so please pass the message on - Contact HEAT now to find out more: 0800 043 2815 FREE from landlines Or text 0792 265 1982 and an advisor will call back Or email heat@tamworth.gov.uk Tamworth Postcodes B77 1BS B77 1BW B77 1DD B77 1DE B77 1DF B77 1DG B77 1DH B77 1DJ B77 1DL B77 1DN B77 1DP B77 1DQ B77 1DW B77 1DX B77 2DA B77 2DU B77 2DY B77 2DZ B77 2EB B77 2ED B77 2QJ
B77 2EE B77 2EF B77 2EJ B77 2EL B77 2EN B77 2ER B77 2ES B77 2ET B77 2EU B77 2EW B77 2EX B77 2EY B77 2EZ B77 2HB B77 2HD B77 2HE B77 2HF B77 2HG B77 2HH B77 2HJ B77 2HL
B77 2HN B77 2HP B77 2HQ B77 2HR B77 2HS B77 2HU B77 2HW B77 2JE B77 2JG B77 2JH B77 2JJ B77 2JL B77 2JN B77 2JP B77 2JQ B77 2JR B77 2JS B77 2JW B77 2LA B77 2LB B79 7RJ
B77 3AX B77 3BE B77 3BF B77 3BG B77 3BQ B77 3DD B77 3JB B77 3LA B77 3QH B77 4AP B77 4BS B77 4DA B77 4DB B77 4DD B77 4DG B77 4DH B77 4DL B77 4DN B77 4DQ B77 4DW B79 7RE
B77 4EH B77 4EJ B77 4EW B77 4EY B77 4EZ B77 4FB B77 4FE B77 4HA B77 4HB B77 4HD B77 4HE B77 4HF B77 4HG B77 4HH B77 4HJ B77 4HQ B77 4HU B77 4HX B77 4JA B77 4JB B79 7QF
B77 4LL B77 4LN B77 4LR B77 4LW B77 4NA B77 4NB B77 4ND B77 4NL B77 4NY B77 4NZ B77 4PP B77 4PW B77 9SA B77 9SB B77 9SD B77 9SE B77 9SF B77 9SG B77 9SH B77 9SJ B79 7LG
B77 9SL B77 9SN B77 9ZZ B78 3HB B78 3HE B78 3HQ B78 3JD B78 3JE B78 3JJ B78 3JW B79 7AF B79 7AL B79 7AN B79 7AP B79 7AS B79 7AT B79 7AU B79 7AX B79 7BA B79 7BB B79 7QD
B79 7BD B79 7BE B79 7BG B79 7BH B79 7BJ B79 7BL B79 7BN B79 7BQ B79 7BW B79 7BX B79 7BZ B79 7DA B79 7DB B79 7DD B79 7DE B79 7DF B79 7DH B79 7DJ B79 7DL B79 7DN
B79 7DQ B79 7DW B79 7DX B79 7EF B79 7GY B79 7HA B79 7HE B79 7HH B79 7HR B79 7HS B79 7HT B79 7HT B79 7JG B79 7JP B79 7JQ B79 7JS B79 7JU B79 7LA B79 7LB B79 7LD
B79 7LH B79 7LJ B79 7LL B79 7LN B79 7LP B79 7LQ B79 7LR B79 7LS B79 7LU B79 7LW B79 7LX B79 7LZ B79 7NA B79 7NB B79 7ND B79 7NH B79 7NJ B79 7PD B79 7QA B79 7QB
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LET’S LOOK TOGETHER JOB CLUBS ‘Let’s Look Together’ Job Clubs have been running since 2012 and have assisted hundreds of local people in their search for employment. 60% of those attending one of the Job Clubs have found employment within the 12 months of attending. There are a range of FREE Services at all the Job Clubs which help job seekers to: l l l l l
Write a CV Put together covering letters Print information Complete online applications Sign up to Universal Job Match
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Access to information on training opportunities and other helpful local services Access to volunteering opportunities to gain work experience and increase skills Mutual support from other members IT support
There are currently ‘Let’s Look Together’ Job Clubs in Tamworth town centre, Glascote and Belgrave. For more information please contact the main office on 01827 59646 (option 3) or email: km.communitytogethercic@gmail.com www.communitytogethercic.org.uk
WOULD YOU LIKE TO GET INVOLVED… Getting involved is a great way to know that you are contributing to improving the services you receive and your voice can empower you and other tenants to improve the council’s performance and development in areas that matter to you. Everybody has busy lives these days but selecting the way you get involved from a wide range of options could fit into your lifestyle and put you at the heart of decision making. It doesn’t have to be all about attending meetings, it can be as active as completing a survey once a year or popping along to one of our consultation events. We believe in working together with tenants in a real partnership to improve the service we offer. If you are interested please contact the Tenant Regulation & Involvement Team on 01827 709709 or email tenantparticipation@tamworth.gov.uk Tamworth Borough Council Marmion House, Lichfield Street, Tamworth, Staffordshire B79 7BZ. Enquiries: (01827) 709709 Main Fax: (01827) 709271
If you require this document in an alternative format or language, please contact us on 01827 709709.
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OPEN HOUSE – SPRING 2016
Designed and Produced by Tamworth Borough Council (5/16) 1945