spot light Spotlight is going on line! See over for more information
Waxwing
Your magazine from
Winter 2015
Spotlight is going on-line! From the 1st April 2016 we will be presenting the Spotlight newsletter in a new digital format on our website once a quarter. The new format will offer features such as: • Links to web pages and videos • An easy to use page turning format • A facility to search for individual words and articles • Ability to zoom in and out making text easier to read Other benefits include: • A more interactive experience for readers • Reduced impact on the environment by cutting down the amount of paper used and the printing process • Reduced costs, which will allow us to continue investing in services • We will be better able to tailor the newsletter by monitoring the articles that are most read. We are hoping that most of our customers will be happy to read the new online format of Spotlight, but we appreciate that some of you will still prefer to receive a printed copy. Therefore we will continue to post a printed copy to those of you who request one. If you would like to continue receiving a printed copy of Spotlight from 1st April please email us at Spotlight@tchg.org.uk or ring us on 01892 501682. Alternatively a form can be found at the back of this issue for you to complete with your preferences. If we don’t hear from you we will assume you no longer wish to receive a printed copy.
spot light
Winter 2015/16
What’s inside Scrutiny Panel Review of our Day To Day Repairs Service page 15 Are you insured? page 23 Round up of events in East and West Kent pages 12-13 & 20-21
Waxwing
Your magazine from
town&country housing
Happy New Year!
This issue looks back to all the events and activities that took place towards the end of 2015 and looks forward to the events coming up over the next couple of months. It includes a new Men’s Shed project, free IT training and the opportunity to save money on your energy bills at one of our drop-in sessions in February.
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
Tenancy or Press option 2 or estate issues email info@tchg.org.uk Repairs Press option 3 Heating and For gas or electric heating Hot Water or your hot water, call Swale Heating on 0800 011 3139. 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.
the regulars Welfare Reform
P6
Complaints, compliments and feedback
P8
Competitions
P9 & 28
Buying a home and Mutual Exchange
P24 & 25
How are we doing?
P29
Our Customer Service Standards
P32
P4
Editorial Panel
Help us ensure your home is safe
Anne Harvey, Jackie Johnson, Monica Brown, Rowena Lomas, Carol Francis, Ricky Brown, and Alexine Storey. Thanks also to all residents and staff who have helped.
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 Winter 2015/16
There’s also information on welfare benefit changes to help understand how you may be affected and how we can help you.
Bob Heapy Chief Executive
Visit our website www.tchg.org.uk
Produced by
The centre pages are filled with information about our repairs service, which was a recommendation of our Resident Scrutiny Panel. You can find out more about our two repairs contractors and the staff who work for them.
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.
Rents will reduce by 1%
Eviction for gas meter removal P5
P5
Meet our contractors P16 & 17
My Home Online
New features and launch of app
East & West Kent round-ups P12 & 13 and P20 & 21
F ire safety P22 Resident Scrutiny Award and Review of Day to Day Repairs Service
P14 & 15
Customer Service Week
P10 & 11
the quick and easy way to pay your rent
P7
Home improvements Get permission first!
P9
Help for Domestic Abuse Sufferers Spotlight l Autumn 2015 3 P27
Please help us ensure your home is safe Electricity and gas can be dangerous. We are required by law to check your gas appliances yearly. Your fuse board and wiring require inspecting every 5 years. If you cannot keep the appointment, please contact
them and re-arrange it by calling the number on the letter. If you cannot find the letter, please telephone our Repairs Desk on 01892 501480 and select option 3. They will give you the number.
Please allow our contractors access to carry out these essential tests. It will only take a couple of hours and is definitely worthwhile to guarantee your family’s safety. The safety of our tenants is our main priority. Help us to keep you safe.
Gas safety for shared owners and leaseholders If you own your property and it has gas appliances it is your responsibility to ensure it is safe. You must have a Gas Safe registered engineer carry out an annual gas service and safety check on the gas appliances and flues in your home. Your pipework, appliances and flues must be maintained in a safe condition. Gas appliances should be serviced in accordance with the manufacturer’s instructions. All installation, maintenance and safety checks need to be carried out by a Gas Safe registered engineer. You can find an engineer at: gassaferegister.co.uk.
For Energy Saving Events in both West and East Kent see page 13 4
Spotlight l Winter 2015/16
Rents will reduce by 1%
In the July 2015 budget, the Chancellor announced that from 1 April 2016 and the following three years, housing association rents will decrease by 1% each year. This is a change to previous government guidance, which increased rents each year
by inflation plus 1%. The rent decrease applies to social rents only (general needs, sheltered and affordable tenures). It does not apply to shared ownership or market rental properties. In addition to rents, we charge variable service charges for services such as grounds maintenance and communal cleaning. These service charges are not affected by the rent decrease.
As a charitable organisation we do not make a profit on service charges. We will only seek to recover costs that we have incurred in providing the service plus a reasonable charge for administration. If you have any queries about your rent or service charges, please contact us.
Eviction for gas meter removal A tenant has been evicted after refusing to allow us to carry out gas safety checks and being found to have illegally removed the gas meter, putting her household and neighbours in serious danger. We had tried to gain access to her home in order to carry out a gas safety check but we couldn’t gain entry. Eventually, Swale Heating entered the garden and lifted the lid of the meter compartment to find that the meter had been removed
and a cooker hose was connecting the gas from the mains to the property. The tenant, who already had a possession order against her for rent arrears, fell behind on her payments again. This was a breach of the possession order and so we used this together with the gas safety breach to apply for eviction. The tenant twice challenged the reasonableness of our intention to evict and twice the Court
refused her request, stating that the “application is totally without merit… the Defendant had been reckless in relation to the danger she placed herself, her daughter, occupiers of the building and all visitors and passers-by.” The tenant was ordered to pay costs of more than £7,000. This excellent result was achieved through a number of teams working together.
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Welfare benefit changes
– are you ready?
We can help you claim all the benefits you are entitled to and offer budgeting support. We can also put you in touch with other specialist services that may be able to help.
In the tables below you can find information on the current and new maximum benefit amounts for your household type in the area that you live.
Benefit cap changes if you live outside London: Over the next few years, the government is aiming to cut £12 billion from welfare spending and wants to get more people off benefits and into work.
Household Type
Current max amount
New max amount
Couples/families
£26,000 per year, or £500 per week
£20,000 per year, or £385 per week
1 person/single
£18,200 per year, or £350 per week
£13,400 per year, or £258 per week
Last summer, they announced the maximum amount of benefit that working age households can claim per year will reduce.
The benefit cap DOES NOT affect households above pension age This change is expected to come in from April 2016 and we will shortly be contacting households who we believe may be affected. In the mean time if you have any immediate questions or would like further information, please contact us.
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Cap changes for London Boroughs of Bromley or Bexley: Household Type
Current max amount
New max amount
Couples/families
£26,000 per year, or £500 per week
£23,000 per year, or £442 per week
1 person/single
£18,200 per year, or £350 per week
£15,400 per year, or £296 per week
Spotlight l Winter 2015/16
For more information on welfare reform go to tchg.org.uk/benefits-and-welfare-reform
Paying your rent has never been easier. The best way to pay is through direct debit from your bank account.
the quick and easy way to pay your rent
To take advantage of this easy payment option, please contact us on 01892 501480, select option 2 and one of our customer advisers will help you set up your direct debit. You can choose the frequency and payment dates to suit you as long as your payments are always made on or before the date your rent is due. Because direct debit costs less to administer, we can pass the savings back to you through improved services.
Training opportunities
‘Quids In’ magazine has lots of useful tips to help make your money go further. You can read it at www.quidsinmagazine.com
Further information If you’d like to know more about our Money Matters training courses please contact Sarah Holden Community Investment Manager on 01892 501640 alternatively you can email sarah.holden@tchg.org.uk.
We offer free training in pre-employment, skills and ICT and financial inclusion to help you better manage your money.
We are here to help It is really important to tell your Income Manager quickly if you experience any difficulties paying your rent. To speak to your Income Manager, please contact us.
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Do you have a will?
Keeping your will up to date Your will lets you decide what happens to your money and possessions after your death. You can write your will yourself, but you should get legal advice, for example from Citizens Advice, to make sure your will is interpreted in the way you wanted. You need to get your will formally witnessed and signed to make it legally valid.
You should review your will every 5 years and after any major change in your life such as getting married, separation, divorce or having a child.
Making changes to your will You can’t amend your will after it’s been signed and witnessed. The only way you can change a will is by making an official alteration called a codicil. You must sign a codicil and get it witnessed in the same way as witnessing a will.
Be prepared in an emergency If you suffer from a serious illness or you’re older and more vulnerable, it may be wise to be prepared in case of a medical emergency. Having a bag packed with items you’d need for a short stay in hospital could come in handy. Make sure you include items such as changes of nightwear, day clothes, toiletries and a small towel. Have an up-to-date list of any medication you’re taking and key contact numbers such as your next of kin and your GP in case you are taken to hospital in an emergency.
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. complaints will be one of the first areas of our business to be transferred to
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our new computer system, so that we can allocate and log complaints quickly and keep a track of things. 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. If we cannot do this, there are 3 stages to our formal complaints process.
Spotlight l Winter 2015/16
We have a separate complaints process for our Debt Couselling Service.
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
!
Word Search Time! CASSEROLE
EGGNOG
CHICKEN SOUP
FONDUE
COTTAGE PIE
MINCE PIE
CRUMBLE
MULLED WINE
CUSTARD
PARSNIP
DUMPLINGS
ROAST DINNER
Can you find all the words in our winter themed word search? If so you could win ÂŁ25 in gift vouchers. All entries must be received by Friday 26th February. 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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Home improvements Get permission first! If you want to make improvements to your home, you must ask permission from your Neighbourhood Housing Manager (NHM) in writing. This includes any structural changes, any changes to your kitchen or bathroom, opening
up fireplaces, replacing doors, fitting laminate flooring, installing power showers or building conservatories or extensions. This list is not exhaustive, so if you are in doubt, please write to your NHM asking for permission.
For simple improvements, your NHM would inform you whether you could carry out the works. If necessary, the request may be passed to a Surveyor to look at your property and what you are planning in more detail.
Spotlight l Winter 2015/16
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Celebrating Customer During October we had an action packed week of events to mark National Customer Service Week, with staff from across the organisation working together.
Money Matters Day
One day focussed on all things financial – staff encouraged customers in reception to sign up for My Home Online and explained about our new flexible direct debits. The YMCA showcased some second-hand furniture. This was a big hit with customers who commented on the excellent quality and great value. Several items were sold on the spot!
Get on-line In the middle of the week we launched a social media competition to spread the word about our Facebook and Twitter accounts. We also shared lots of top tips for using social media safely. Follow us: @tandchousing
facebook.com/ townandcountryhousing
Old Park Clean Up Day Staff and local community volunteers joined together to clean up an area behind Old Park estate blighted with fly tipping and litter.
chalk land nature, were also on hand to help with the clean up. The Foundation has been a lead partner on the bid and
Everyone worked hard to clear the area and quickly filled two skips, kindly donated by Mears, with all kinds of rubbish, including a skip full of old tyres! Kent Wildlife Trust, who won a bid from the Big Lottery Fund to restore the area to its natural
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Spotlight l Winter 2015/16
there will be opportunities for residents to be involved in conservation, training and volunteering through community engagement.
Service Week! Christmas on a Budget Day Christmas came early in Southborough as staff held a special day with top tips for having a low-cost Christmas. Lots of residents popped in to learn how to create low-cost Christmas decorations and cards and how to decorate furniture in a shabby chic style. Residents had a chance to get
Mutual Exchange Day
their family portrait taken in a Christmas themed photo booth. Several local employers attended to talk about work opportunities. There were lots of activities for children and staff were on hand to offer guidance and advice about our services.
A special event held in Tunbridge Wells offered tenants the opportunity to sign up for Homeswapper or get tips on improving their advert to get more interest. Representatives from Homeswapper, Orbit and Circle Housing also attended. Mutual
exchange is a really cost effective way for us to support residents in moving to their ideal homes and a practical solution for residents who want or need to move but do not have high priority under the Choice Based Lettings system.
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East Kent r o u n d - u p
Youth Clubs We are providing regular activities for young people in Dover, based at the Old Park Community Centre. To find out more, contact Sara Hutchinson on 07545 207038 or email sara.hutchinson@tchg.org.uk.
NEW staff, activities and animals! Residents in Dover are invited to get involved with the new activities at Old Park, including helping out on the reserve, learning about conservation and feeding the animals. The Konic ponies have arrived!
including making sure residents are getting the most out of the community allotment.
There are three new Kent Wildlife trust staff based at Old Park, who will be running activities and workshops
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Spotlight l Winter 2015/16
Help us STOP the fly tipping Sadly fly tipping is taking place on Old Park Nature Reserve, items are being dumped behind residents’ gardens onto the reserve. Tyres are also being fly tipped onto the reserve and the estate. This is a criminal offence, anyone who witnesses this taking place is encouraged to report it and anyone who is caught will be prosecuted.
How to save money on your energy bills If the answer is a big YES, come along to one of our energy saving drop in sessions. All you need to do is bring along a recent bill for
independent checking. You’ll receive a FREE energy saving meter, plus FREE tea or coffee. We look forward to seeing you at one of the events.
West Kent
East Kent
Café Refresh, Number One Community Centre, Showfields, Tun Wells
Salvation Army, White Horse Lane, Canterbury
Monday 1st and Friday 5th February 10am – 4pm
Tuesday 9th February 10am – 2pm
Café Bliss, Southborough
Old Park Community Centre, Dover, CT16 2ET
Tuesday 2nd and Thursday 4th February 10am – 4pm
Thursday 11th February 9.30am – 1.30pm
Grays Café, Brenchley Wednesday 3rd February 10am – 4pm
save d l u o c You eds! £hundr
One to one support event in Maidstone We will also be visiting Bell Wood Court, Sherlock House and Crown Wood Court in Maidstone to provide one to one support on how you can reduce your utility bills. If you live in one of these properties and would like to talk to our advisor on 10th February between 10am-2pm then please contact Sara Hutchinson on 07545 207038 or email sara.hutchinson@tchg.org.uk
DO YOU live in East Kent? DO YOU get together with
your neighbours?
Do you meet up with friends to discuss your neighbourhood or maybe organise an event?
If you do we would like to hear from you
Please call Carol Francis on 01892 501630 so we can put you on the map!
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Resident Scrutiny Panel are named as
‘Most Inspiring Newcomers’! Congratulations to the Scrutiny Panel who were named the ‘Most Inspiring Newcomers’ in the 2015 Customer Scrutiny Inspection (CSI) Awards, a national award scheme. Beating a number of other nominees and finalists from across England and Wales to win the category. The award recognises the work that the panel have done during their first year of operation; how they carried out their reviews, what they have achieved, how they have worked together as a team and the working relationships that they have built with other residents, staff and Board members. Chair of the judges’ panel, Linda Levin, said: “The level of commitment and impact that all of the finalists demonstrated is fantastic. It was very difficult to choose as all of the finalists were amazing.”
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Chair of our board Francis Salway, congratulated the panel saying: “Many congratulations on your Award. We (the Board) all think you are doing wonderful work, and I am delighted that this has been recognised externally as well. The award could not be more deserved.”
The first 2 reviews looked at customer service and day to day repairs. The panel have just completed a review of the void standard and are now reviewing estate services.
Join the panel The award is an independent recognition that the panel are making a real difference to your services. There are still vacancies for tenants and leaseholders to join the Resident Scrutiny Panel. If you’d like to help us improve services and satisfaction please get in touch!
Want to know more? To find out more about the Scrutiny Panel please contact Helen Charles, Resident Scrutiny Manager on 01892 501470. You can also email her at helen.charles@tchg.org.uk. Why not visit our website at tchg.org.uk/scrutiny or our facebook page at facebook.com/scrutiny.panel
Spotlight l Winter 2015/16
Review of
our Day to Day Repairs Service The Resident Scrutiny Review of Day to Day Repairs found that information and communication about our repairs service could be improved. The panel recommended that more information about the Repairs Service should be included in Spotlight.
This issue includes information about our repairs contractors, My Home Online, what to expect if a repair can’t be completed at the first visit and what to do if you have damp or mould in your property.
What to expect if a repair cannot be completed at the first appointment The Scrutiny review looked at lots of feedback from residents using sources such as satisfaction surveys and complaints received. One common problem was around communication when repairs cannot be completed at the first visit and ‘follow-on’ works are needed. It’s not always possible to complete a job first time; for example it might prove more complex than the original telephone diagnosis or specialist parts might need ordering. The review recognised this but said that
Town & Country could be better at keeping residents informed in these situations. In the last issue we talked about Countrywise’s new PDA (Personal Digital Assistant) system. This has helped them to introduce a clear process to deal with follow on works.
This means that the operative should never leave the site of an uncompleted job without phoning for authority to do so, this means that a job can’t be delayed without a valid reason and the manager’s agreement. If the operative can’t complete the job they will make sure that: • You know what works are outstanding and what will happen next • A convenient follow on appointment is booked – the operative can usually do this on his PDA before he leaves your home.
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Mears have been working with us for many years, and currently provide our day to day repairs service in East Kent, North Kent, Surrey and Sussex. They also get empty properties up to standard, work on our kitchen and bathroom replacement programme and carry out minor disabled adaptations. Employing over 20,000 people across the UK, Mears maintains, repairs and improves the homes of hundreds of thousands of people across the country. Their vision is to make a positive difference to the communities they serve. Their approach is based on the development of outstanding partnerships with employees, clients, tenants, customers and the wider community.
Darren Lauritzen
Partnering Manager Darren has overall responsibility for the Maidstone branch and manages the day-to-day operation of the team. He controls all elements of the contract, including budget, liaising with us, improving the service, best practice and value. He has a dedicated team of staff and operatives that support him on a daily basis.
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Meet Sharon Farley
Lee Sparks
Sharon is responsible for the administration and customer care, allocating repairs works and ensuring appointments are made. She also reviews and monitors the service daily.
Lee works very closely with our lettings team ensuring that our empty homes are turned around quickly. He specifies the works that are needed and inspects them afterwards to ensure they meet our standard.
Office Manager
Nicola Winton Administrator
Nicky manages the leave, fleet, telephones and waste disposal. She monitors and allocates all emergencies on the response contract and answers customer enquiries.
John Milburn
Response Supervisor As a trained plumber – John has an in-depth knowledge and is very skilled with all aspects of building maintenance. In his role he provides support for the operatives and sub-contractors.
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Voids Manager
George Higham
Kitchen and Bathroom Contract Manager George is responsible for their planning, design and replacement.
Operative Workforce The Maidstone Branch of Mears employs 11 operatives covering all trades such as electricians, plumbers, carpenters, kitchen and bathroom fitters and more. They are the ones who visit your home to carry out their work.
To report
Please call us on 018
Meet Countrywise Countrywise Repairs was established in April 2012 as a joint venture collaboration between Wates Living Space and Town & Country Housing. Countrywise Repairs provides about 1,000 day to day responsive repairs every month together with an out of hours emergency service, empty property repairs, planned electrical and fencing works to the Tunbridge Wells Borough Council area.
Paula Cook and Carmen Midmore Customer Service Managers
Paula and Carmen manage the Repairs Advisors ensuring calls are answered promptly and provide a flexible and convenient appointment. They deal with any issues that can’t be solved at the first point of contact working closely with our asset management team about planned work programmes.
a repair
892 501480 option 3
Customer Service Team Consisting of five Repairs Advisors and two Customer Service Managers who answer your calls, diagnose and appoint repairs.
Operative Workforce A team of 35 tradesman carry out your repairs and aim, where possible, to complete the repair in the first visit. They are directly managed by a day to day and empty property supervisor.
Andy Hardwick
Electrical and Operations Manager Andy is responsible for providing the day to day responsive repairs, empty properties and electrical services. He ensures customer satisfaction targets are met and exceeded as part of the continuous service improvement.
Ozkan Midgeley
Day to Day Supervisor Oz supervises the workforce delivering the daily responsive repairs. He allocates and schedules the work ensuring the tradesmen have the tools and materials to do their work.
Steve Fisher
Empty Property Supervisor Steve manages about 350 empty properties every year ensuring any repairs are done quickly and returned back to our lettings team as quickly as possible. He surveys each empty property to detail the work required and manages his team in clearing, repairing, cleaning and organising gas safety checks before returning for viewing.
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My Home Online New features! My Home Online is a great way to manage your account anytime of the day or night. We’ve just introduced even more information about your home in addition to your rent statement and repair history.
It tells you: • The last time we did a Stock Condition survey and when the next one is due.
Also, upcoming works to your property within the next 5 years: • Communal redecoration • Kitchen replacement* • Bathroom replacement* * subject to condition and approval
Register now at tchg.org.uk
• The dates of your last gas and electicity safety checks
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Spotlight l Winter 2015/16
My Home Online app launched! If you use your smartphone to get online rather than a computer, why not download the My Home Online app? It has been built especially for smartphones and tablets. You can now view your rent account, get a paperless rent statement, make a payment, report a repair, view repair history, update your personal details and contact us. Download it free from your app store (Apple, Android or Windows) and you’ll soon be able to get all your tenancy information on the go at your fingertips!
Damp and Mould Mould grows on damp surfaces which in most cases is caused by condensation. Condensation is moist air in the home from everyday things – such as cooking and showering – which settles on cold surfaces. It occurs mainly during the winter months, usually at night when temperatures drop and doors and windows are closed. Even people breathing can cause condensation! Mould caused by condensation can be cleaned off surfaces with anti-fungal spray which is available from most DIY stores (before use make sure that you read the instructions carefully).
Tide marks are not caused by condensation and so there could be a deeper rooted problem causing the damp.
Top Tips 4 W ipe off mould using anti-
Occasionally dampness may be caused by water getting into your home from leaking pipes, blocked guttering or an outside wall which needs re-pointing. Or it could be a combination of both of these things.
fungal products as soon as you see it
4 W ipe condensation off windows and window sills as soon as you see it
4 C lose kitchen or bathroom If it appears the cause of the mould may be dampness getting into your home from outside, we will send someone to investigate and then put right any problems that we find. If we feel it is a condensation problem, we will help you tackle any mould growth.
What causes condensation? Kettles boiling and irons producing steam
doors when in use
4 L eave trickle vents open to ventilate rooms
4 P ut lids on pans when cooking 4 D ry clothes outside where possible
4 P ut cold water in first when running a bath
4 M ove large items of furniture away from external walls
4 S witch extractor fans on (even if they are noisy!)
Cooking without covering pots
4 D eclutter cupboards and wardrobes as over filled spaces stop air circulating
4 K eep air vents unblocked Bathing and showering without ventilation
in your home.
Watch our damp & mould video at www.tchg.org.uk
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West Kent r o u n d - u p and Art group The Love Where We Live Awards Our new health project is looking at reducing loneliness in the older persons community, including our sheltered schemes for over 50s.
with drawing and painting materials provided. This idea has been popular and so other groups may start in the future.
One resident initiated project, an art group, began in November in the sheltered schemes. The group enjoy various creative activities,
If you have an idea for a social group in your scheme, or would like to be involved in some activities then please contact us.
Calling all shedders! Spare time? Skills to share, or want to learn some? Why not come and be part of a new venture in Tunbridge Wells? A group of men have been working on the first Men’s Shed in Tunbridge Wells behind the TN2 Community Centre in Sherwood.
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Funding has been provided by Kent Sheds, local Councillors and the Joan Ainslie Charitable Trust. Their new shed is now built, painted and ready for fitting out, insulating and laying on a power supply. Their next project will be some green woodworking projects.
The annual Love Where We Live Awards, which recognises local volunteers and groups, charities and businesses for their contribution to the community, took place in October at the Assembly Halls Tunbridge Wells. This year’s winners include Friends of Grosvenor and Hilbert Park and DAVSS (Domestic Abuse Volunteer Support Services) who for many years have been supported by Town & Country Foundation, deservedly took home the Charity of the Year award.
Come along The kettle is always on, and a warm welcome awaits anyone who wants to join us. Want to know more?
The Shed will be a place where members can share the tools and resources they need to work on projects of their own in a safe, friendly and inclusive place.
Spotlight l Winter 2015/16
Contact Tim Tempest on 07827 919251 timjtem@yahoo.co.uk or Nick Robinson on 07917 473611 nick.robinson@khwp.org.uk.
Forthcoming events The Connect project works in partnership with Alzheimer’s Society to increase understanding and awareness of dementia within the community. The newest project Connect looks at is home improvements through better signage and lighting within peoples own homes, defining areas using colour and specially designed equipment.
Helpful home adaptations for people living with dementia
Dementia friendly design can also reduce the pressures and stress on families, neighbours, housing staff and care providers. We aim for this to be the pilot of a much larger scale project around raising awareness and training around Dementia Friendly Homes. There are currently 800,000 people with dementia in the UK.
Do you provide care to someone or receive care on a voluntary basis, from a friend or family member?
FREE IT training
Free IT training takes place in both Tunbridge Wells and Dover (during *term time only). Advice is also given on applying for jobs and support with CVs.
Tunbridge Wells
Dover
Wednesday* 12 noon – 1.45pm St Philips Church, Birken Rd, Tun Wells, Kent TN11SQ. More information contact Dawn on 07736 946333
Monday* 9.30am – 11.30am Old Park Community Centre, Gordon Rd, Dover, CT16 2ET More information contact Cheryl on 01304 840130
For Energy Saving Events in both
West and East Kent see page 13
We would like to support those who offer care to our residents and our residents who are carers. We would love to hear how we can help you with your caring role. Please contact us on 01892 501480
Tunbridge Wells Job Fair The Foundation attended the Tunbridge Wells Jobs, Careers & Training Fair promoting our free training including Access All Areas ICT training and Work in Progress pre-employment course. The fair was attended by almost 500 people who spoke with 67 employers or those offering training.
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F ire safety Each year in the UK there are approximately 500 fire-related deaths, the majority occurring within the home in the early hours when people are asleep. There are about 59,000 house fires a year in the UK, the majority caused by electrical equipment misuse, mainly cooking appliances. An estimated 30% of the smoke alarms in the UK are inoperable due to missing, flat or disconnected batteries.
• Never leave a lit cigarette, pipe or candle unattended • Use a deep ashtray never throw hot ash in a bin!
Matches and candles • Keep them well out of the reach of children
Heating and electrics • Sit at least three feet away from heaters and never put a heater near clothes or furniture. • Don’t overload sockets.
Keep your home safe
Extra care in the kitchen
Smoke alarms
Take extra care cooking if you are tired or have been drinking. Never leave pans unattended.
• Fit a smoke alarm on each level of your home and test weekly. • Smoke alarms in the home give you advanced warning and more time to react - you only have minutes to escape from a house fire so every second counts! A working smoke alarm has been associated with lower casualty rates and reduced damage. You are also 4 times more likely to survive.
Smoking • Never smoke in bed or an armchair if you think you may fall asleep.
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If the pan does catch fire: • Don’t move it or throw water on to it – it’ll make it worse. • If safe to do so, turn off the heat. If in any doubt, leave the room closing the door behind you, warn others to get out and call 999.
When you go to bed • To prevent fire spreading close all the doors. • Switch off and unplug your cooker, heaters and other electrical appliances except those that are meant to stay on, like the fridge. • Keep door and window keys where everyone you live with can find them.
Plan ahead in case of a fire Fires happen when you least expect them and you will only have a short time to take action. Plan your escape • Think of how you would get out if your normal way out is blocked. • Keep the escape routes clear of rubbish, or bulky items at all times. • Tell everyone in the house where the door and window keys are kept.
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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 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
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Buying a home Shared Ownership
Staircasing
Sometimes known as part-rent/ part buy, shared ownership is an ideal way for people who cannot afford to buy on the open market to get a foot on the property ladder.
Existing shared owners can increase their ownership (equity) by purchasing additional shares. This process is called staircasing. Your lease contains information on how to do this. Before you proceed it is important to carefully consider
You take out a mortgage to buy part of the house - typically between 25% and 75% - and pay a discounted rent (2.75%) to us on the other portion. If your circumstances change in the future you can buy a bigger share in the property known as Staircasing. Service charges may also be payable.
COMING SOON
Right to Acquire
The scheme helps social tenants in England buy their council home at a discount. The discount outside of London is up to £77,900 depending on the length of tenancy.
Some tenants may be eligible for Right to Acquire.
For more details on the Right to Buy scheme visit: www.direct.gov.uk
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4 two bed apartments will be available from January 2016 in Bayham Road (off Forest Road) in Tunbridge Wells, under the shared ownership scheme. To register your interest please email sales@tchg.org.uk or call 01892 501677.
Right to Buy
Who has the right to buy? 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”.
all the costs related to the staircasing process. When you apply your rent account must be up to date and must remain so throughout the staircasing process. If your account is in arrears you have to clear the account before completion.
They must live in a property that has been built or purchased by a Registered Social Landlord funded (on or after 1st April 1997) through a Social Housing Grant provided by the Housing Corporation or a local authority.
They must also have • Spent a total of two years as a public sector tenant (tenancy started before 18th January 2005) or • Have spent a total of five years as a public sector tenant (tenancy started on or after 18th January 2005).
There are many restrictions relating to the Right to Acquire and some dwellings are excluded. To find out more about the right to buy, right to acquire or staircasing, please call our Sales & Marketing Department on 01892 501677 or email sales@tchg.org.uk and a member of our team will be happy to discuss your options with you.
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Mutual Exchanges
A mutual exchange is a great way to find the right home for you. We encourage all tenants who want to move to consider mutual exchange as an option. It can be the fastest way to move especially if you are not considered a priority under the choice based lettings transfer or housing list schemes. You can swap homes with any housing association or council tenant in the UK providing they have the right to mutual exchange. You can swap homes locally, or further afield, and you can choose the area you want to move to. Swaps can involve more than two properties, the biggest ‘multi-swap’ we’ve dealt with so far involved seven different properties!
Your Housing Manager or Income Manager may be able to assist in your search, if not see below for other methods. We’ve recently introduced a new process when you apply for an exchange. We will text you at key stages of the process to let you know how
your exchange is progressing. We’ve also updated our leaflets about mutual exchanges. If you’d like to know more about mutual exchanges visit our website or contact our mutual exchange officer on 01892 501628 or mutual.exchanges@tchg.org.uk.
How can I find a mutual exchange swap? • Register on the national Homeswapper website at homeswapper.co.uk. If you put Town & Country Housing as your landlord we cover the costs of using the website.
• Register on Kent Home Choice website at kenthomechoice.org.uk • Look through the mutual exchange register in our reception at Monson House.
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Be a considerate neighbour Noise carries and can affect more people when living in a block of flats when you have neighbours above and below as well as either side of you. People have different levels of tolerance based on their own circumstances and, without you realising it, your actions could cause stress and upset. Noise is not always avoidable but if you’re considerate to your neighbours and co-operative if asked to reduce any noise levels this can help prevent lots of potential issues. There are steps you can take to avoid neighbour confrontation.
Useful tips • Avoid putting speakers onto adjoining walls with your neighbours and keep the volume down especially after 11pm. If you like your music loud please use headphones. Keeping windows closed also helps prevent noise carrying. • Where possible try not to use appliances such as hoovers and washing machines late at night and avoid slamming doors. • Wear slippers/go barefoot indoors as your floor may be someone else’s ceiling!
• Try not to leave a baby or child crying for long periods of time as this can be distressing for everyone. • Only carry out DIY between 8am and 8pm and avoid Sundays. Where you can try to complete projects as quickly as possible. • If you plan to hold a party let your neighbours know beforehand, and not go on later than 11pm. Also not be held on a regular basis.
Join our Sheltered Panel Would you like to ...
Next year we’ll be looking at:
Are you interested?
have your say on sheltered housing services?
• A Town & Country Housing Group review of sheltered housing
for more information please call Carol Francis on 01892 501630 or email: carol.francis@tchg.org.uk. If needed we can arrange transport to the meetings for you.
meet up with residents from other sheltered schemes? We are looking for residents who live in our sheltered housing schemes to join our Sheltered Panel.
• Dementia friendly homes • Mobility scooter provision • Digital technology
The panel meets four times per year.
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‘I was worried when they started to see less of their friends and family’ Help IS available Domestic abuse This is a hidden crime that can happen to anyone – men or women – anytime and anywhere. It can have a dramatic and negative impact on the health, safety and well-being of those suffering.
Stay Safe, Stay Connected Family Matters is a charity based in Kent that provides support services for victims of sexual assault and childhood survivors of sexual abuse. Last year alone they provided counselling to almost 1,000 clients and took over 4,000 calls via their helpline. Sadly, this is merely scratching the surface with 25% of us experiencing sexual violence in our lifetime.
of us who own a smart phone would never go back! So they have developed the ‘FM Stay Safe’ app. Free and easy to use, the app is accessible to young and old. It works using GPS to locate you with all of your chosen contacts.
If you’re in trouble or find yourself in a vulnerable situation, there is a panic button on the front screen that texts your contacts telling them that you are in trouble. It The Family Matters Team came will also give your exact location so they can come to your aid together to discuss ways in quickly. After a night out, your which some of these assaults could be prevented. Resources chosen contacts can also see such as rape alarms and bottle that you are safe at home. lids are easily available but how practical are these really? The free FM Stay Safe app is available to download from If there is one possession that iTunes or Google Play - why we all find invaluable in our lives not download it today? It could save your life! it’s our mobile phone. Most
Call DAVSS (Domestic Abuse Volunteer Support Service): 01892 570538. They can support and discuss options with you for the future.
Other organisations The National Domestic Abuse Helpline 0808 2000 247 Victim Support for West Kent 01622 690103. Victim Support National 24 hour helpline: 0845 3030900 Refuge 24 hour crisis line 08705 995 443 www.refuge.org.uk Women’s Aid Helpline 0845 702 3468 www.womensaid.org.uk Citizens Advice citizensadvice.org.uk/ Talkaboutabuse
Find out more: Go to: fmstaysafe.co.uk or search for Family Matters on Facebook or Twitter.
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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
Find the trick or treat bucket Michelle Mitham, Hawkhurst
Colouring
!
Up to age 7 Jayden Wall, Lamberhurst Age 8-12 Lewis Kurn, Ramsgate
Find Penguin Can you find the 10 penguins Please complete all of the details below and send this page to: (not including this one) hidden Spotlight, Town & Country Housing Group, Tunbridge Wells, Kent TN1 1LQ throughout this issue? Remember to put a stamp on the envelope. Write down on the entry form which pages you find them on and send this page to us by Friday 26th February. 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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Deadline for entries: Friday 26th February 2015.
Name Age Address
Colour me in: ‘Summer’
Phone
Penguins are on pages
Spotlight l Winter 2015/16
How are we doing?
Here is a summary of our performance figures for the period July to September 2015. *Figures correct as at October 2015.
Customer satisfaction with repairs
4
Actual
Target
Actual
Target
94.1%
94%
100%
100%
Repair appointments kept
4
Emergency repairs completed in 24hrs
Actual
Target
98.6%
98.5%
4
Homes with a valid gas certificate
4
100%
100%
Actual
Target
Actual
Target
1.8%
2.2%
14.7 days
18 days
Complaints resolved within 10 working days
4
Target
Average time to re-let homes
Rent owed to us (arrears)
4
Actual
Actual
Target
80%
75%
4
Of the 15 complaints received, 7 were for repairs and maintenance, 5 for housing management and 3 for other departments. Complaints usually go over target because investigations are on-going and extra time is needed. Where complaints are open for more than 10 days residents are kept informed. During July, August and September 50% of complainants that we surveyed were satisfied with the way their complaint was handled.
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Board News Board appointments made for a further term of office:
Key Performance Measures:
Francis Salway was re-elected as our Group Chair, the Chair of Countrywise Repairs Limited and as a member of our Remuneration & Appointment and Investment & Finance Committees.
Gas Certificates: the Board was pleased to see that we continued to perform well.
Chris Starke was appointed as Board Member and it was agreed that he would remain as a member of the Audit Committee. Sanaya Robinson would continue as a Member of the Audit Committee, but decided to stand down from her Board position for personal reasons. Vivienne Packer, Eamonn Dillon and Stephen Elsden were appointed as Trustees to the Board of TCHG Foundation. Andy Mackay was re-eleted to the Board of Countrywise Repairs Limited for a second term of office. Kayleigh Ward was appointed as a Tenant Board Member to the TCHG Board and as a member of the Customer Services Committee.
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Customer satisfaction: it was pleasing to note that customer satisfaction levels were at their highest levels for some time. TCHG would Repairs Performance: the Board was pleased to learn that not be complacent and would continue to look to provide improved performances were the best possible service to its being seen from both of its responsive repairs contractors. customers. It was working with its gas Call centre waiting times: and heating contractor to see the Board expressed some how it could improve on its performance to our customers. concerns over the call centre waiting times and said that There were now better these needed to be carefully performances with regard to appointments being made and monitored to minimise kept and TCHG would continue the impact on customer satisfaction. to monitor these. The Board heard that the Customer Services Committee had met with the Group’s repairs contractors to hear how they planned to improve their services to our customers – the Committee will continue to monitor the levels closely.
TCHG was also reviewing the level of calls being abandoned by its customers after a much shorter period compared to its peers.
Income Management: the Board recognised the work of the income management team in ensuring the rent arrears Complaints: the Board would continue to monitor complaints continued to be low, although there had been some slippage levels to ensure they met the recently and the Team was 10 day target completion time. working to improve on the Better results were being seen following a review of processes, performance. but TCHG would continue to drive for better resolution times.
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Resident Engagement and Customer Services: Political themes: the Board heard that we were closely reviewing the impact of the Government’s Right to Buy ruling and the effect this could have on our properties. Governance: the Board adopted the National Housing Federation’s Code of Governance 2015 as its overarching Code.
of Work and Pensions (DWP) and Job Centre Plus to see how help could be provided to those in need and to help them into work. TCHG had three Money support Officers who were working with the most vulnerable customers and TCHG Foundation would be focusing its activities on helping more tenants.
Universal Credit / Welfare Reforms: the Board heard how we are working with our tenants who would be affected by the introduction of Universal Credit and other welfare reforms. We are working with the Department
Resident Scrutiny Panel: the Panel’s second review on Day to Day Repairs Service, was presented to the Board in June along with their recommendations. These were mainly in relation to communication with tenants and accountability within the organisation for taking control of issues, which is now being closely monitored. Outcomes of its latest review of ‘Void Standards’ will be presented to Board in December. The Board were also pleased to learn that the Panel were presented with the ‘Most Inspiring Newcomers’ award at the Customer Scrutiny Inspection Awards in October.
Our new Strategic Plan In September we sent out a customer survey to find out which services are most important to you and those we should improve on. These were fed into our new Strategic Plan. Overall, the three most important things to you are: • Repairs and maintenance • Overall quality of your home • Value for money for your rent and service charges
The three services you think we should improve are: • Repairs • Grounds maintenance and cleaning • Communications We are committed to listening to your views and therefore our new Strategic Plan will include actions to improve these services.
We would like to thank all of you who responded to the survey.
Prize draw winner Congratulations to Mr T Perkins of Tunbridge Wells who won £50 in shopping vouchers.
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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.
•
•
nswer your call in less than 20 seconds, A or within 8 rings.
E nsure our reception areas are clean, tidy and accessible to all customers.
•
T ry and arrange for a private interview room on request.
•
N ot keep you waiting for more than 10 minutes for someone to see you.
•
If 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.
•
ee you on time, if you have an S appointment.
•
We will return telephone messages within 1 working day.
•
P rovide free information in leaflets which are accurate and up to date.
•
All messages left on our Customer Service 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: •
T ry and arrange an appointment at a mutually convenient time.
•
nswer at least 90% of all calls first time, A and minimise the need to ring back.
•
I ntroduce ourselves and the purpose of the visit.
•
Ensure that someone will assist you if the member of staff you are trying to contact is not available.
•
A lways provide identification, and leave your property clean and tidy.
•
Try and resolve your query at first point of contact, but if we cannot we will direct you to the appropriate people.
For letters and e-mails, we aim to: •
•
cknowledge the receipt of your letter A or e-mail where applicable, within a maximum of 2 working days. Where a more detailed response is required we will respond in full within a maximum of 10 working days.
• K eep you informed and let you know who is dealing with your request.
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Where we get it wrong, we aim to: •
Tell you and apologise.
•
P ublish information on our complaints process.
•
L isten to your complaint, attempt to rectify it in a timely manner, and at a local level.
•
U se your feedback to identify root causes to continuously improve our service.
Equality & Diversity •
W e will communicate with you in such a way that is most suitable to your needs.
•
W e will treat all customers fairly.
•
W e always welcome your views and comments about improving our service.
Spotlight is going digital If you would still like to receive a printed copy of Spotlight please complete the form below. It is free to post back to us. Once completed, all you need to do is cut out the form, fold in half, stick the open edges with tape and then pop in the post.
spot light Please note from Spring 2016 you will no longer automatically receive a printed copy of Spotlight with your rent statement. You must request a copy below to continue to receive a printed copy on the post. An online PDF copy of Spotlight will be accessible to all tenants at tchg.org.uk/Spotlight. Alternatively you can receive a copy by one of the following methods: Please tick your preferred choice n
Weblink to online copy of Spotlight and printable PDF via email
n
Printed copy of Spotlight posted to your home address
n
Large print copy of Spotlight to your home address
n
Audio copy of Spotlight to your home address
*Please note Your details will not be shared with any third
Your details*
party organisation
Name House/flat number: Postcode: Email address: Contact telephone number:
Once completed cut out along dotted line, fold and stick open edges with tape. Postage is FREE.
Spotlight On-line Editorial Panel
Freepost RTJS–HTYR–LJKB Town & Country Housing Group Fao Zara Rhodes Monson House 1 Monson Way Tunbridge Wells Kent TN1 1LQ
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We want to open the opportunity to all of our residents to join the Spotlight Editorial Panel. We appreciate that not everyone can spare time during the day to attend meetings so are now looking to form an on line panel. If you would like to join the Spotlight On line Editorial Panel please contact us at spotlight@tchg.org.uk