spot light
Autumn 2015
What’s inside Scrutiny Panel Repairs Review Recommendations
Centre pages
Gardening competition results
Pages 4-5
Your magazine from
town&country housing
Hello
Welcome to the autumn issue of Spotlight. This year seems to be flying by and as ever we’ve been very busy over the past few months. In July, the summer budget announced proposals which will impact on our customers and social housing across the country. It included things like benefit changes and a proposal to reduce social rent
Contacting us You can email info@tchg.org.uk or call us on 01892 501480 and select one of the following options: Rent payment
Press option 1
by 1% per year for the next four years. Our staff and Board are looking at the impact these changes will have as the money we collect in rent is invested into providing services such as repairs and maintenance of our homes. Look out for more information in future issues of Spotlight and on our website as it is released.
Bob Heapy Chief Executive
the regulars
Tenancy or Press option 2 or estate issues email info@tchg.org.uk
Regenerating Sherwood
P26
Repairs Press option 3
Competitions
P11 & 22
Heating and For gas or electric heating Hot Water or your hot water, call Swale Heating on 0800 011 3139.
How are we doing?
P27
Complaints, compliments and feedback
P13
Get on the housing ladder
P24
Our Customer Service Standards
P28
For oil heating Call Headcorn Heating on 01622 891299. Leaseholders For all queries about your and shared owners rent or repairs please call us on 01892 501490. Visit our website www.tchg.org.uk
P16
Editorial Panel Anne Harvey, Jackie Johnson, Monica Brown, Rowena Lomas, Carol Francis, Ricky Brown, Sue Thomas, Zara Rhodes and Alexine Storey. Thanks to all residents and staff who helped. Produced by
Magazine Production Shirley Coomber Spotlight is printed with vegetable based inks on paper from sustainable sources. Please recycle your copy.
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Spotlight l Autumn 2015
Setting one up is now even easier!
Are you insured?
P21
Do you know what you need to insure?
We can provide information in other languages and other formats such as on CD, in large print and in braille please contact us. For information in another language call us, give your phone number and say which language you need.
P8 – 9
2015 Garden Comp Winners
East Kent round-up
and forthcoming events
P6
P25 Want to move house? Have you considered Mutual Exchange?
Be ready for Universal Credit
P4 – 5
Pull-out-and-keep
P20 Day to Day Repairs Service Review Recommendations
Quick wins!
Dancing at Ardenhurst New equipment helps repairs operatives
P15 Fesival of Eid
P14
P18 – 19
P23
Foundation round-up
Town & Country acclaimed for excellent customer service
P12 We have garages available Spotlight l Autumn 2015
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Gardening Competition This year we had lots of gorgeous gardens entered into our annual gardening competitions from across the South East. Listed opposite are the winners and runners up for each category - congratulations to you all. With thanks to our generous sponsors who have once again made this annual event possible. They are: Jenner Jones, Just Ask, Hill, Swale, DMS, Klassic and Baily Garner.
Imogen Hudson Ash, Canterbury
Wayne Smith Tunbridge Wells
Simmonds Court
Marjorie & Bob Barden Goudhurst
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Mr & Mrs Parr Lamberhurst
Spotlight l Autumn 2015
Your magazine from
2015
Stacey Cup Winner Mr and Mrs Landon Goudurst
Malgorzata Hadas Maidstone
And the winners are:
Town & Country Housing
Mrs Everett Cranbrook
Spotlight l Autumn 2015
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Universal Credit Are your prepared? Universal Credit launched across the south east. Universal Credit is for people of working age and it replaces the following six benefits with a single monthly payment: •
Housing benefit
•
Income-based jobseeker’s allowance
•
Income-related employment and support allowance
•
Income support
•
Working tax credit
•
Child tax credit
To start with it will affect new single claimants and will be rolled out to other groups of claimants in due course. You can start preparing now so you’re ready. If you are already claiming, or plan to claim any of these benefits it is important you find out about Universal Credit and how it will affect you. Visit our website: www.tchg. org.uk/universalcredit or call us and we will send you a copy of our guide to benefit changes.
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6 Top Tips 1. Get your rent account into credit now. If you pay at least £3.70 per week on top of your rent now it will reduce the risk of being in arrears when you’re switched over to Universal Credit. 2. Make sure you have a bank account or similar that can receive the payment. If you have a bank account you should check that you can use it to set up direct debits. If you don’t have an account you should open a bank account or similar. 3. Decide how you’re going to pay your rent. Direct debits are a quick and easy way to pay your rent. You set it up once and don’t have to remember when to pay.
4. Get used to budgeting for monthly payments if you don’t already. You will receive your Universal Credit once a month so you’ll need to ensure you pay your rent and other bills leaving enough for essentials, such as food, for the month. 5. Think how you will manage your money. If you are struggling to make ends meet contact us straight away and we’ll see how we can help you. 6. Make sure you will be able to claim online. You can access the internet free of charge at your local library and they often also offer computer training if required. You will also be given assistance at your local job centre with your application.
For further information on how to pay your Spotlight l Autumn 2015 rent by direct debit please turn to page 16
We are looking for new Resident Scrutiny Panel members Do you have the enthusiasm and desire to improve services for other residents? Would you like to help to drive positive changes in the way we do things? Could you work as part of a team aiming to achieve the best results for our residents and the business?
If you want to know more about what membership involves, please request our leaflet ‘How to become a Resident Scrutiny Panel member’ or contact Resident Scrutiny Manager Helen Charles on 01892 501470 or helen.charles@tchg.org.uk.
Would you like to be a Community Neighbour? Becoming a Community Neighbour is a great way to make a positive contribution to the area in which you live. We want everyone to be a Community Neighbour. The more there are, the better your neighbourhood will be. Community Neighbours will: •
Encourage and improve social behaviour within their neighbourhood.
•
Have great ideas about how their neighbourhood could be improved.
•
Be aware of the range of local services and the standards that should be met.
•
Be aware of vulnerable and isolated people, acting where necessary so they are supported.
To find out more contact Carol Francis on 01892 501630 or email carol.francis@tchg.org.uk.
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East Kent r o u n d - u p
Old Park Pop-up Young people and families from Old Park in Dover, enjoyed activities such as glitter tattoos, sports and fun this summer at our pop-up event. The community was asked its views on how we should inform people about welfare reforms, were given information about upcoming activities and training courses, as well as how they can get involved in our services.
Confidence boost from Parenting Course A course held this autumn for parents and carers of children aged 0 -11 was designed to help understand children’s development and how to manage their behaviour. Those who went on the course reported that they feel much more confident now and really enjoyed it.
Conservation at Old Park nature reserve Throughout the summer holidays, families in Dover enjoyed conservation activities which were held on Old Park nature reserve and St Margaret’s at Cliffe Bay. Activities included summer family arts and crafts workshops, bug hunts, scattering seeds, beach art and rockpooling.
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Hoola Hooping at Thanet Pop-up In July, Thanet residents enjoyed some hoola hooping fun whilst meeting our contractors and staff at our Pop-up event. It was a great opportunity to listen to residents and to find out their views on how we can better communicate about welfare reforms.
Spotlight l Autumn 2015
Forthcoming events We will be providing regular activities for young people in Dover which will be based at Old Park Community Centre 8th September 6pm-8pm every week (except school holidays). Young people aged 7-13 and 14-18 can enjoy various activities including sports and excursions. Young people will take a really active role in designing the programme they want. We are looking for volunteers to get involved in providing youth activities so if you would like more information please contact Sara Hutchinson.
Forest skills A weekly workshop will be held on Old Park Nature Reserve during October and November to help with the conservation of the reserve. People will learn about the reserve, cook outdoors and make shelters. Kent Wildlife Trust has recently been awarded a Big Lottery Fund grant for conservation activities at the reserve which will encourage local people to be more involved… watch this space for more information!
For more information
on any of the forthcoming events contact Sara on 07545 207038 you can also email her sara.hutchinson@tchg.org.uk.
Halloween
Festive Celebrations at Old Park Following the success of last year’s Christmas Party we are holding an event on 5th December (12-2pm) at Old Park Community Centre to get the community together to celebrate and have fun!
in the woods This will take place in Dover during October half term where families can make a fire, toast marshmallows and make a scary hanging spider.
Training Opportunities Work in Progress:
Training has been delivered at Old Park Community Centre in Dover to help people improve their confidence, recognise the barriers and challenges of getting into work. They were also helped with interview techniques and CV writing. This training will be run again throughout the year in Canterbury, Thanet and Dover.
Access all areas:
Training will be held throughout Canterbury, Thanet and Dover to help people use the internet and improve their ICT skills.
Starting your own business workshops
Two workshops will be held in both East and West Kent to give people the knowledge and skills needed to start their own businesses.
It’s giveaway time! Like us and you could win £25! For more details see page 26
Spotlight l Autumn 2015
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Warwick
By Ted Bree-Martin
Chair Repairs Panel East Kent
reform, the future of tenant involvement, affordability, the growth of personal debt and food banks, she introduced the first speaker, Mark Sebba former owner of global fashion internet company Net-A-Porter.
After a long and tiring journey from Dover on the night before the Tenant Participation Advisory Service conference, I finally arrived at my hotel set deep in the Warwickshire countryside. I am disabled (in a wheelchair) and found the reception from the hotel staff both kind and accommodating.
Mark changed direction becoming chair of Hyde Housing. The most memorable part of his speech, for me, was this quote: “If we are to grow and thrive as a business, we need to embrace new ways of communicating and ensure our customers’ feedback remains at the heart of all that we do”.
The following morning, after a hearty breakfast, I registered in the hotel foyer, met lots of great people working for TPAS, plus Wates, Shout (a campaign for social housing) and Real Life Reform to name but a few. The conference was in the main suite and was started with a greeting from the Chief Executive of TPAS Jenny Osbourne. After a short speech about the lack of social housing, the impact of welfare
Following Mark’s speech, a young 15 year old man, Liam Islam - Youth Mayor of Lewisham, made the most poignant address I have ever had the honour to listen to. He informed us “oldies” that the youth of this country were not as dependant on social media and the Internet as we assumed and that social interaction at a personal level was far more beneficial.
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After the opening speeches we then had lunch and the chance to meet other delegates. Workshops were then the order of the day mainly focusing on the outcome of the newly announced budget and what it meant to tenants. Unfortunately budget discussions also carried into the rest of the workshops. I had two great days interacting with a diverse collection of delegates and would like to thank them all for their kindness and input. Within a short period of time I learnt a huge amount of information and met tenant panellists, tenant scrutiny members, tenant board members and councillors. Delegates attending included council and housing association staff and tenants and even British Gas! I strongly advise that if you can make the journey to the next meeting of TPAS you should go. The information needed by everyone involved with tenant participation is priceless!
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Word Search Time! BANG
MARSHMALLOWS
BONFIRE
NIGHT
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OUTDOORS
DISPLAY
ROCKETS
FIREWORK
SPARKLER
GUYFAWKES
TOFFEEAPPLE
Can you find all the words in our bonfire night themed word search? If so you could win £25 in gift vouchers. All entries must be received by Friday 20th November. Cut out and post this to Spotlight, Town & Country Housing Group, Tunbridge Wells, Kent TN1 1LQ. Remember to put a stamp on the envelope. Name
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Share your views Customer Net is our online consultation panel, where we ask you by email what you think about our services. It’s a really quick and easy way for you to share your views.
How does it work? Each month we will email you asking for your views on a service we provide or some improvements that we want to make. We may ask you to fill in a short survey to share your views and sometimes we offer a prize draw in return.
We promise not to bombard you with requests and fill up your inbox, but we do want you to share your thoughts with us. Surveys take just a couple of minutes but make a big difference to the way we work!
How to join If you would like to join Customer Net please email info@tchg.org.uk and ask for your email address to be added to our database.
with Customer Net Recent consultations: •
Your priorities for our strategic plan
•
Our plans for our Annual Report to Tenants
Spotlight l Autumn 2015
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We have garages available! Why not rent a garage from us from as little as £10 per week? Non-residents can rent them too from £15 per week, so let your friends and family know!
Interested?
Register your interest now at www.tchg.org.uk/garages or call us.
Help us get in touch – Please keep the details we hold for you up to date! Do you have a new mobile number or email address? Often our staff and contractors find it difficult to get in touch with tenants because their contact details are out of date. You can check the information we hold about you on your My Home Online account. To update your details, fill out the form online, email us or call us.
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Spotlight l Autumn 2015
Are you insured? ‘ We simply cannot
stress enough how
important it is that you
arrange your own home contents insurance’.
For more information on an affordable insurance policy option turn to page 21.
Endorsed product
Complaints, compliments and feedback We welcome comments from you about our services; your feedback is vital in helping us understand what we are doing well and where we can improve. We change our processes where we can to prevent the same problems happening again, e.g. our surveyors receiving more administration support when a complaint is received, so that they can
concentrate on resolving the technical issue. Where we get things wrong we’ll apologise and advise what we’ll do to put things right. The majority of complaints can be sorted out when they are first raised with us.
Top Tips
If we cannot do this, there are 3 stages to our formal
for a safe bonfire night
complaints process. Details are in our complaints leaflet and online.
To make a complaint or give a compliment Call us: 01892 501480 Online: www.tchg.org.uk Write to us or visit our offices: Monson House, Monson Way, Tunbridge Wells, TN1 1LQ
Always 4
Never 6
Keep fireworks in a closed box
Go near a firework once it has
been lit as it could still go off
Please be considerate to your neighbours and don’t let off noisy fireworks after 11pm.
hrow fireworks or put them T in your pocket
Pet Safety
ight fireworks with a taper L at least an arms length away ear gloves when you W hold or light a sparkler ollow the instructions F on the packet Stand well back
Fireworks at home
rink alcohol while setting D off fireworks L eave a child unsupervised around fireworks or with sparklers
Hedgehog check! If you are having a bonfire always move it around just before you light it to check there are no hedgehogs hiding inside.
Ensure your pet has a safe place to hide such as under some furniture. If they look scared or afraid try to ignore them as much as possible. If your pet lives outside make sure you cover up an area of their cage so they can feel protected under there.
Spotlight l Autumn 2015
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New equipment helps repairs operatives In April this year, Countrywise Repairs launched the trial of their PDA (Personal Digital Assistant) system. A PDA is a small hand held device which has a visual display showing all jobs that have been allocated to Operatives for that particular day. The system connects to Countrywise Repairs’ main computer system, therefore, as soon as a job is completed, the information is sent back via the system including pictures, updates and reports and picked up within the office. The introduction of this system allows information to be processed in real time, eliminates the use of paper and so far has been a great success!
Annual Report to Tenants Did you know... last year we took 79,430 calls and built 412 new homes... Enclosed with this issue of Spotlight is our Annual Report to Tenants in numbers – giving you the highlights of our work last year at a glance. In addition to this summary version, we have also produced a fuller, more in-depth version which is available on our website both to download and as a series of webpages. We consulted with residents about the change to the format
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Spotlight l Autumn 2015
of the report and they agreed with what we were proposing. In addition to offering different ways of presenting the information, it will also save money compared to printing and sending a longer version to all customers. For the full version, visit www.tchg.org.uk/annualreport2015 or call us and we will send you a copy in the post.
Day to Day Repairs Service
s n o ti a d n e m m o c e r w ie O ur rev
In the last issue, we reported that the Scrutiny Panel had completed its second review which looked at our day-to-day repairs service. The panel chose to look at our repairs service because they know how important a good repairs service is to our customers and some areas of our performance were below our target. As a result of the review, they have written a plan listing all the actions that they have recommended to make the service better. They are monitoring how we are making changes.
32 recommendations made There were a total of 32 recommendations grouped into 10 themes.
These pages show some of the recommendations that we are working on at the moment, together with actions we’ve already completed. The full report and action plan is on our website www.tchg.org.uk/scrutiny or you can call us and request a copy.
Points of contact for repairs •
Our staff and Countrywise Repairs staff spend more time together to improve knowledge
•
Better information about who to contact when things go wrong
•
Published clear, consistent, customer service standards for all contractors
•
Create one consistent code of conduct for all our contractors to sign up to
Resident Scrutiny Panel pull-out
Spotlight l Autumn 2015
1
Appointments •
Give the customer the first available slot if an operative misses an appointment
•
Always apologise to customers for any inconvenience caused
•
Implement an improved text system reminding of appointments
•
Reduce ‘follow on’ works and give clear timescales for additional appointments where these are unavoidable
•
Inform tenants which sub-contractors we use
•
Create a clear process for tenants to send photos of repair issues
ted! lready comple
A
Change the way contractors record school run information ensuring it is properly communicated to operatives
Monitor new approach to dealing with damp & mould Improve IT systems to make it easier to share information
Training
2
•
Implement improved training programme for dealing with tenants with support needs
•
Consider if our contractors can share training opportunities with Town & Country staff
•
Create formal process for contractors to pass on any concerns regarding tenants with support needs to us
Spotlight l Autumn 2015
Resident Scrutiny Panel pull-out
Neighbourhood Housing Manager’s role in repairs service •
Ensure a clear, consistent message about the role of the Neighbourhood Housing Manager in relation to repairs
•
Consider if a different service level should be applied for elderly tenants and those with support needs living in general needs accommodation
Create and promote information about the Handyman Service leted!
Already comp
Clearer telephone options when you ring for repairs
A more joined up approach to repairs •
Improve systems so that our teams who oversee day-to-day repairs and planned repairs can continue to improve their partnership working
•
Capture information about improvements to give better information for the future and include it on ‘My Home Online’
•
Create a clear process for follow up works
•
Already completed:
•
Additional joint working between our staff and our contractors
Resident Scrutiny Panel pull-out
Spotlight l Autumn 2015
3
Communication - improve repairs information •
Provide more comprehensive property information and instruction manuals to new tenants
•
Train call handlers to give clearer information about what you can expect from the repairs service
•
Provide more information about when kitchen and bathroom replacement programmes are due
•
Agree the process for when a repair request needs to be assessed by a supervisor or surveyor before an appointment is made to fix the problem
d!
lete Already comp
Provide better general information to residents about the repairs service - see p14 and future issues. Improvements made to the repairs section of My Home Online.
What’s next for the Scrutiny Panel?
- Your home when you move in
The void standard is used to decide what works will be done to a property whilst it is empty or just after the new tenant has moved in. The scrutiny panel wants to make sure that we are complying with the written standard, that all homes are being let at a consistent standard and that we are achieving high standards whilst ensuring value for money. The next review is now well underway. This time the panel have chosen to look at the ‘Void Standard’ which is the agreed standard that all properties should meet when they are re-let to a new tenant.
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Spotlight l Autumn 2015
They also want to review the information that new tenants receive about repairs standards when they move in. Later in the year the panel will review Estate Services.
Resident Scrutiny Panel pull-out
Festival of Eid Tunbridge Wells Muslim Women’s Forum held their annual Festival of Eid party at the Camden Centre, Tunbridge Wells. Open to all women and children, the event is a chance for the community to come together and celebrate the Festival of Eid and learn about Islamic culture. The event included a henna artist, manicures, massage, a bouncy castle and arts and crafts workshops for the children.
The Tunbridge Wells Muslim Women’s Forum work on integration and inclusion in Tunbridge Wells and surrounding areas through education, open events and regular social gatherings. Town & Country Foundation has supported the group since 2013.
Town & Country Housing
Spotlight l Autumn 2015
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is now even easier! We now offer an easier and more flexible Direct Debit (DD) service. You can now set up a DD with a single phone call to us by calling 01892 501480 - no more forms to complete!
Flexibility
To help you manage your money, and to fit around when you receive your wages or benefits, you can now choose any day of the month for your DD and at what frequency eg. weekly, fortnightly or monthly. For instance, if you’re paid on a Friday you might like your DD payment taken every Monday or if you are paid at the end of each month you may prefer to pay your rent straight away.
How can I set up a Direct Debit?
You will need a bank account or similar that will allow DD payments to be taken from it. Decide on what date and how frequently you would like your rent to be taken, then just call us to set it up for you. Please make sure you have your account details handy.
If you have any questions about the direct debit scheme please call us on 01892 501480.
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Frequently asked questions
I already have a DD to pay my rent will anything change? No, we will continue to take your payment as normal. I already have a Direct Debit set up, but I’d like to change it to come out on a more convenient date. How can I do this? Just call us and we can change it for you.
10 Great Reasons
to pay your rent by Direct Debit 1. Convenience: Payments are automatically taken from your account on the date and frequency that you have agreed. 2. Simplicity: No more forms - once set up it remains in place until you cancel it. 3. Security: You’ll no longer need to carry cash around with you to pay your rent. 4. Peace of Mind: No more worries about forgetting payment dates. 5. Budgeting: Payments are agreed amounts and taken on the same date each month, helping you budget and plan your finances. 6. Time Saving: No need to queue at the post office or other payment outlets.
Spotlight l Autumn 2015
7. Cost Savings: No stamps or envelopes to buy and no need to call us every time you want to pay. 8. Reliability: DD’s are very reliable - no more items lost in the post or wrong change given. And you are protected by the DD Guarantee (see 9 below). 9. Protection: The Direct Debit Guarantee is offered by all banks and building societies that take part in the scheme. A full refund is immediately made should an error be made by us or your bank/building society. 10. Control: Your direct debit can be cancelled at any time. If you do so please let us know so that we can assist you with an alternative payment method.
Register now with My Home Online for information about your rent and repairs 24/7 My Home Online now offers even more information saving you more time on the phone. •
Check your current rent balance
•
Pay your rent online with Allpay
•
View your rent account
•
Find out who your Neighbourhood Housing and Income Managers are
•
View outstanding and completed repairs to your home, block and estate
•
Report non-urgent repairs
Coming soon • •
Check when your gas safety check is due Check when your kitchen and bathroom is due for replacement
Have you registered yet? Visit: www.tchg.org.uk/ myhomeonline.
It is available 24 hours a day, seven days a week - no need to call us! So far more than 1,600 customers have already registered!
Spotlight l Autumn 2015
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Foundation r o u n d - u p New computer project for our older residents
The Foundation team are starting an exciting new project that will help our sheltered residents get online and stay connected.
improve cognitive function and help slow the development of degenerative diseases like dementia.
The project aims to support our sheltered residents (aged 50+) in two schemes to improve their IT skills for work or keeping in touch with friends and family. They will also be provided with Memory Games, which could
This project will be funded through a crowdfunding website, where large numbers of people can donate to the project, called Cobweb. Look out in the next issue to find out more.
Forward Group Go Bowling! A special event report by Anne Harvey, a member of both the Forward Group and Spotlight Editorial Panel. “The Forward Group was formed for promoting the interests of disabled tenants, to supply an opportunity to exchange views and discuss special needs in a relaxed and enjoyable atmosphere. “Recently we had an excellent outing with a session at the bowling alley. Everyone
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enjoyed themselves immensely; competition became intense even though for most of us it was a first time experience. We all voted it a great success and one we should like to repeat. “It is always good to meet other people in the same boat no matter what form their disability takes and to realise the diversity of the problems faced and hopefully overcome. “Tenants with disabilities often feel alone but the group is here
Spotlight l Autumn 2015
to help wherever we can and would like to hear from you.” Customer Engagement Co-ordinator Carol Francis said: “The Forward Group is an extremely important part of our business. It offers the opportunity to consult on all subjects from an equality and diversity point of view.” If you would like more information please call Carol on 01892 501630 or email carol.francis@tchg.org.uk.
Seaside Summer Fun in Showfields
Residents of Showfields enjoyed their annual summer funday with a seaside theme. Local people enjoyed music, food, workshops and information stalls from local service providers and community groups. We provided specialist damp and mould advice and gave out free hygrometers which measure the amount of moisture in the air. We also recruited fifteen community neighbours and consulted with residents about how they would prefer to be kept informed and advised of welfare reform. Activities and entertainment included a Punch and Judy show, take home graffiti art was created, plate smashing, hook a duck, a talent competition and name the seagull. A ‘temporary beach’ was created at the event and a sandcastle competition took place. The local fire service attended and showed children the fire engine.
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Dancing at Ardenhurst Residents at our new sheltered scheme for over 50s, Ardenhurst in Tunbridge Wells, were welcomed with a 1950s themed event in their communal lounge.
More than 30 attended the event which gave new residents the opportunity to meet and socialise with their neighbours and their families while enjoying afternoon tea and dancing to music from the Dad Pack. A free raffle was also enjoyed by all with prizes kindly donated by Green Hippo Print.
Forest fun A dozen children took part in a free five week Forest Summer School during the holidays in Showfields. They learnt how to build shelters and cook outdoors. They also had a go at bush crafts and learnt about the woods. The project was organised by Kent High Weald Partnership and Town & Country Foundation.
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Spotlight l Autumn 2015
Are you insured?
‘ We simply cannot stress enough how important it is that you arrange your own home contents insurance’.
Home contents insurance is something you may forget to budget for, but without it you will have to foot the bill to replace your belongings. WE are responsible for the insurance of the building itself – the bricks and mortar of your home – but not its contents. As a tenant YOU are responsible for all the possessions inside your home including carpets and curtains as well as your furniture, electrical and personal items. If any of these are damaged or ruined by an accident, burst pipe, fire or flood, or if they are stolen, you will have to pay to replace them. Protecting your possessions with My Home Contents Insurance can help.
The ‘My Home Contents Insurance Scheme’ offers an easy and affordable way to insure the contents of your home. It is promoted by the National Housing Federation, which represents housing associations. It is available to all of our residents including leaseholders and shared owners.
The scheme has flexible, regular pay-as-you-go payment options, with no excess (so you don’t pay the first part of a claim). Premiums are very low and there are reductions for the over 60s.
For more infomation Please call 01628 586189 or visit their website: www.thistlemyhome.co.uk
Endorsed product
Spotlight l Autumn 2015
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Who won Colouring competition last time? Wordsearches
There are two age categories for the colouring competition: l up to age 7 and l ages 8-12.
There is one prize of a £10 voucher for the winner of each category.
Adult wordsearch Mrs P Halsey, Canterbury Child wordsearch Luke Munday, Gravesend
Find the castle Mr & Mrs J B McRae Hawkhurst
Colouring
!
Up to age 7 Lilybeth Bush, Maidstone Age 8-12 Luke Munday, Gravesend
Find the trick or treat buckets Can you find the 10 trick or treat buckets (not including this one) hidden throughout this issue? Write down on the entry form which pages you find them on and send this page to us by Friday 20th November. Open to everyone This competition is open to all ages with a £10 voucher to be won, so why not give it a try?
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Please complete all of the details below and send this page to: Spotlight, Town & Country Housing Group, Tunbridge Wells, Kent TN1 1LQ Remember to put a stamp on the envelope.
Deadline for entries: Friday 20th November 2015. Name Age Address
Colour me in: ‘Summer’
Phone
Trick or treat buckets on pages
Spotlight l Autumn 2015
Acclaimed for excellent customer service We have been awarded the Institute of Customer Service’s ServiceMark for the second time for our dedication to providing an excellent service to its customers. We went through a rigorous assessment earlier this year which included surveys of both customers and staff and group and individual interviews involving more than 40 members of staff. We were the first housing association in the country to receive the ServiceMark in 2012 and chose to renew
our accreditation to show our continued commitment to providing excellent customer service. Chief Executive Bob Heapy said: “This is a fantastic result. We are thrilled that the Institute of Customer Service has recognised our dedication to customer service. It is a true testament to the hard work put in by all of our staff.” The accreditation comes just months after we were ranked 45 in the Top 100 Best Not-forProfit Companies to work for.
Have we WOWed you? We strive to provide our customers with an excellent level of service and to be the best we can. We’ve teamed up with The WOW! Awards to recognise our staff that do good work so that we can see what we do well and work towards an even better service for you.
When you contact a member of staff about an issue, if we come to visit you about an issue or if you have a repair completed, we may ask if you’ve been wowed? You may be given a card with a link to nominate online or a postcard to complete and send back. If you call us and a staff member has wowed you, afterwards
you can choose to leave some feedback. You can also nominate an employee directly at: www.tchg.org.uk/wowawards or call us to leave feedback.
Spotlight l Autumn 2015
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Get on the housing ladder There are several ways you can get a foot on the housing ladder. If you would like to know more about any of the schemes below or to find out if you are eligible, please contact our Sales & Marketing team on 01892 501677 or email sales@tchg.org.uk. Please note there are some restrictions that apply to Tenants Right to Buy and Tenants Right to Acquire and some homes are excluded.
Shared ownership
Right to Buy
Right to Acquire
Sometimes known as part-rent/ part-buy, shared ownership is an ideal way to get a foot on the property ladder.
You might be eligible to buy your home through Right to Acquire if you’ve been a public sector tenant for five years.
You take out a mortgage to buy part of the property – typically between 25% and 75% – and pay a discounted rent to us on the remainder.
The Right to Buy scheme allows most council tenants to buy their council home at a discount. Tenants who transferred from Tunbridge Wells Borough Council in 1992, or from Dover District Council in 1999, have what is known as the ‘Preserved Right to Buy’ their home from us.
If your circumstances change in the future you can choose to buy a bigger share in the property. This is called ‘staircasing’. If you’re already a shared owner and want to buy a bigger share, contact us.
If you qualify for Right to Buy, you can get a discount on the market value of your home when you buy it. The current maximum discount is £77,900. The discount is based on the length of the tenancy.
Your home must qualify for the scheme too, and must either have been: •
built or bought by a housing association with public funds from 1 April 1997 onwards
•
transferred from a local council to a housing association after 1 April 1997.
HOMES FOR SALE in Ashford 2 and 3 bedroom houses are now available to buy as shared ownership at Newtown Works in Ashford. The full market value is from £170,000 (£68,000 based on a 40% share), with a discounted rent payable on the
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remainder. Shares are available from 40% with discounted rent payable on the remainder. Service charges may apply.
To register your interest call our Sales & Marketing Department on 01892 501677 or email sales@tchg.org.uk
Spotlight l Autumn 2015
Have you considered a Mutual Exchange? Does your property still suit your needs? Do you need a smaller or larger property? Are you being affected by the bedroom tax?
What is a mutual exchange?
A Mutual Exchange is where you swap your property with another tenant – they don’t even have to be with Town & Country. It is free and one of the quickest ways to move, taking 10.5 weeks on average from application to you moving into your new home.
How can I register for a mutual exchange?
To register go to: www.homeswapper.co.uk. Ensure you put Town & Country Housing Group as your landlord and we’ll pay the admin fees. Once registered you can advertise your property. Add photos, a description of your home, what you are looking for in your new property and where you’d like to live.
Once you’ve found a property and the other tenant wants to exchange contact us for an application form. The other tenant will also need to contact their housing association for a form. If you are both with Town & Country you will only need one form, fill it out and send it back to us.
Am I eligible for a mutual exchange?
All tenants on an Assured Tenancy and anyone in the second year of their Fixed Term Tenancy can apply. Rent accounts need to be clear of arrears and any outstanding tenant ledger amounts.
We can refuse your application if: •
We have served a notice to quit or a notice of seeking possession on you on the grounds of conduct.
•
We have obtained an order for your eviction.
•
The property is unsuitable for the incoming household - we cannot over-crowd a property but the incoming tenant can under-occupy by one bedroom.
How many bedrooms am I allowed?
We allow tenants to under occupy by one bedroom. You will only receive housing benefit for the number of bedrooms your household is entitled to. If the new property exceeds this you will be liable for bedroom tax which is 14% of the weekly rent for one extra bedroom.
What happens next?
We have 42 days to authorise or refuse your exchange. Your Housing Manager will visit to conduct a pre-void inspection on the property. Our Mutual Exchange Admin Officer will complete references for the other housing association and we will receive references for the incoming tenant. After the exchange has been authorised essential gas and electricity safety checks will be done. We will then contact you to book in your sign up appointment.
Do you have any mutual exchange questions?
Call us on 01892 501628 or email mutual.exchanges@tchg.org.uk
Spotlight l Autumn 2015
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How you can pay your rent to us There are several ways you can pay your rent to us
Rent desk
• By Direct Debit or Standing Order - turn to page 16 to find out more
Monday
8.30am – 4.30pm
Tuesday Wednesday Thursday
8.30am – 1pm* 8.30am – 1pm* 8.30am – 1pm*
* Note early closure
Friday
8.30am – 4pm
• Online at www.allpayments.net • By phone call us on 01892 501480 and press option 1 for automated rent payment. Out of office hours you can pay over the phone with Allpay on 0844 557 8321 • At any Post Office or a shop with a Paypoint sign • The rents desk at our Monson House offices
Regenerating Sherwood e t a d p an u Phases 2 and 3 of regeneration at Sherwood is still on course to complete this November. This will also include the neighbourhood park. The blocks along Greggs Wood Road have been handed over and tenants have moved into the properties.
Opening times
For further advice
Please call 01892 501480
It’s giveaway time! Like us and you could win £25* Facebook can be used to keep track of upcoming events in your area, news, photos and to keep in touch. ‘LIKE’ our Facebook page during the month of October for your chance to win a £25 *Love to Shop voucher! A winner will be randomly selected on 30th October and their name will be tagged and posted on our Facebook Page!”
To be in with a chance of winning follow our Facebook page www.facebook.com/townandcountryhousing
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Spotlight l Autumn 2015
How are we doing? Here is a summary of our performance figures for the period April to June 2015. *Figures correct as at September 2015.
Customer satisfaction with repairs
4
Actual
Target
Actual
Target
93.3%
94%
100%
100%
Repair appointments kept
4
Emergency repairs completed in 24hrs
Actual
Target
98.5%
98.5%
4
Homes with a valid gas certificate
4
100%
100%
Actual
Target
Actual
Target
1.5%
2.2%
14 days
18 days
Complaints resolved within 10 working days
6
Target
Average time to re-let homes
Rent owed to us (arrears)
4
Actual
Actual
Target
33%
75%
4
Complaints Of the 26 complaints received, 10 were for repairs and maintenance, 8 for housing management and 8 for other departments. Complaints usually go over target because investigations are on-going and extra time is genuinely needed. Where complaints have been open for longer than 10 days residents are kept informed & updated. During May & June, 78% of complainants surveyed were satisfied with the way their complaint was handled.Â
Spotlight l Autumn 2015
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Our Customer Service Standards We aim to provide a high level of service, and have a set of service standards that show our customers what level of service they can expect to receive.
When you telephone us, we aim to:
When you visit us, we aim to:
•
Announce who we are by name.
•
•
A nswer your call in less than 20 seconds, or within 8 rings.
Ensure our reception areas are clean, tidy and accessible to all customers.
•
Try and arrange for a private interview room on request.
•
Not keep you waiting for more than 10 minutes for someone to see you.
•
I f we are busy, give you the choice to wait for an advisor to become free or leave a message.
•
ormally, you will only come through to N an answer machine when we are closed.
•
See you on time, if you have an appointment.
•
e will return telephone messages within W 1 working day.
•
Provide free information in leaflets which are accurate and up to date.
•
ll messages left on our Customer Service A Centre will be responded to within 2 working hours on the understanding that you leave your name and contact details.
Visit you at your home, we aim to: •
Try and arrange an appointment at a mutually convenient time.
•
Answer at least 90% of all calls first time, and minimise the need to ring back.
•
Introduce ourselves and the purpose of the visit.
•
nsure that someone will assist you if the E member of staff you are trying to contact is not available.
•
Always provide identification, and leave your property clean and tidy.
•
ry and resolve your query at first point T of contact, but if we cannot we will direct you to the appropriate people.
For letters and e-mails, we aim to: •
A cknowledge the receipt of your letter or e-mail where applicable, within a maximum of 2 working days.
•
•
here a more detailed response is W required we will respond in full within a maximum of 10 working days. eep you informed and let you know K who is dealing with your request.
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Spotlight l Summer 2015
Where we get it wrong, we aim to: •
Tell you and apologise.
•
Publish information on our complaints process.
•
Listen to your complaint, attempt to rectify it in a timely manner, and at a local level.
•
Use your feedback to identify root causes to continuously improve our service.
Equality & Diversity •
We will communicate with you in such a way that is most suitable to your needs.
•
We will treat all customers fairly.
•
We always welcome your views and comments about improving our service.