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housing news for Winchester City Council tenants and leaseholders
Rents to rise by 6.5% The City Council has been forced to set an average rent increase of 6.5% from April 2011 due to delays in the Government introducing a new funding regime for social housing. The actual rent rise will be between £4 and £9 per week, depending on the difference between your existing rent and the ‘target rent’ for your property. You will have been sent a letter notifying you of your individual rent rise.
Councillors reluctantly agreed the increase after hearing the Council was still required to give over £10m of all rents collected to the Government in subsidy despite significant shortfalls in its own budget. Cllr Lucille Thompson, Portfolio Holder for Housing said: “We continue to be in an impossible position. Whilst the
Government accept the current system is unfair and promise change, it is disappointing that additional money has not been made available this year.
“This has meant the Council had little choice but to accept the Government’s recommendations for rent increases”. The proposed change in council house funding should mean both more Council control of budgets and more cash for Council housing.
inside this edition: G
Tenant Satisfaction (status) Survey page 3
Housing Finance Reform
the Government. However, this should mean: G
more cash for housing locally
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The Government has announced proposals for the reform of Housing funding and for introducing flexible tenancies.
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more control for the Council over the services it manages
Hot Property Information pages 4-7
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Money Matters page 8
The ‘Localism Bill’ includes plans to abolish the Housing Subsidy system and allow councils to keep all money collected in rents, which could be introduced in April 2012.
The Government also intend to move away from secure tenancies and want to see councils introduce ‘time-limited’ tenancies in the next year. This would mean regular reviews of tenancies and powers for landlords to change tenancy agreements if the tenants’
In return, councils will need to take over the debt currently funded by
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tenants have a greater say on how services are run.
Tenant News, produced by Tenants efor d iTenants t i o n 1can be found at the back of this edition
circumstances change. All existing secure tenancies will be protected. The Council has raised a number of concerns about this proposal and will keep you informed once any new information is available.
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March 2011
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thebigword telephone interpreting service The Council uses a 24-hour Telephone Interpreting Service, which also provides written or recorded translations including audio tapes and CDs. If you, a relative or a neighbour would like to talk to the Council through an interpreter, please contact your Area Housing Manager on 01962 840 222.
on disc On the house is available in large print or on CD (audio). Please call Glynis Cole on
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Dear Readers In March, I shall be retiring as Head of Contracts and Property Services after 25 years service at WCC working with tenants and officers to facilitate repairs and improvements to properties. I’ve overseen major modernisations during the 80’s & 90’s; the redevelopment of Makins Court opened by HRH The Princess Royal in 2003 and achieving Decent Homes in 2010. I’m also proud to have developed the aids and adaptation service for disabled and elderly tenants. My thanks go to colleagues for their assistance and particularly Property Services, without their dedication my achievements would not have been possible. I look forward to rebalancing my time between more leisure and new work related activities. Best wishes
Freephone 0800 716 987.
TEXTPHONE This facility is available for readers who are deaf or hard of hearing. Please telephone 01962 878 982. If you have any particular needs which affect how you are able to use or be involved in our services or how you would like to receive information - for example translation, interpreters, Braille, audio tape, large print, sign language - please contact the Customer Service Centre either by telephone: 01962 840 222 or by email: customerservice@ winchester.gov.uk Printed on 75% recycled paper.
All winchester tenants can register for Homeswapper for free HomeSwapper is the largest national mutual exchange service for council and housing association tenants wanting to swap homes throughout the UK. Join today at www.HomeSwapper.co.uk
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Clive Broomfield
Local Offers – The standards you can expect from your landlord The Council, along with all other social landlords, has been asked by the Tenant Services Authority to review all service standards and agree new ‘Local Offers’ with tenants by April 2011. We published our local standards in some detail in the October edition of on the house. Copies of the standards are available on request or on the Council’s website www.winchester.gov.uk Since then, we have consulted tenants on their views on local services and whether they want to see changes to the existing local offers or standards. This consultation has been through the on the house survey, discussions with tenant groups and through the bi-annual Tenant Satisfaction (Status)
survey (see page 3). Richard Botham, Head of Landlord Sevices said: “Tenants clearly want to see service standards maintained but there is no noticeable demand for additional housing services. The Council intends to retain the standards published in October as the Local Offer for Winchester.” Responses to the Tenant Satisfaction survey did suggest some additional services if funds were available, including internal decoration, condensation control measures, gardening services and improvements to car parking. The Council plans to arrange focus groups with tenants in the next few months to review these options.
If you are interested in taking part in a focus group to review such options, please contact us on the Freephone 0800 716 987 or email tenantinvolvement@winchester.gov.uk
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Tenants Happy with their Housing Service The recent Tenant Satisfaction (Status) survey has shown the overwhelming majority of Winchester City Council tenants (85%), were satisfied with the housing service.
Tenants in sheltered accommodation reported a staggering 97% satisfaction. Nearly 80% of tenants who contacted the council were satisfied with the way their enquiry was handled – an increase of 3%. 94% of sheltered housing tenants felt they had value for money – up 4% on last year. For the first time we asked questions around how you felt you were treated by our staff and the
87% satisfied with the quality of their home, 97% of sheltered tenants 88% satisfied with their neighbourhood as a place to live 85% satisfied with the repairs and maintenance service 87% of sheltered tenants were happy with the frequency of contact from their Older Person Support Officer 93% were satisfied with the helpfulness of the staff when using the emergency call system
majority of you responded positively. 92% of general needs tenants told us they are treated with respect and 87% said they were treated with understanding. The results raised issues with some services such as antisocial behaviour and we’ll be talking these through with TACT and Councillors and will
report back in future editions of on the house. This information is invaluable in helping us plan future changes and agree service standards, so a big thank you for taking the time to complete and return the questionnaire.
You said... We did... ( ) Texting Our Area Housing Managers regularly use text messaging to contact tenants.
on the house 93% of those tenants who receive audio versions of on the house told us they found these useful. They say it is easier to keep up to date with what’s going on and helps them remain independent. If you know anyone who would be interested in receiving audio newsletters contact the Tenant Involvement Team on Freephone 0800 716 987 or email tenantinvolvement@ winchester.gov.uk.
on the house
Advocates As part of our customer service standards we aim to involve agencies who specialise in providing support to our tenants with particular needs. Our Area Housing Managers have made 20 referrals in the last six months to support tenants with issues such as gas service visits or signing up for a tenancy.
Garage Promoti
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Housing Tenants from the up suggested Management Gro to encourage offering incentives rages at people to take ga red half price Winnall. We offe til Christmas rents at Winnall un e number of and as a result th ere has been empty garages th pressive 65%. reduced by an im
Thank you to the readers who took part in our survey on October’s Housing Annual Report. Over 90% of respondents said it was relevant and interesting with 36% giving it the top grade. The council was also delighted to learn that 86% said Landlord Services offered good value for money. Congratulations to Dave Moore from Winnall who won £150 worth of Love2Shop vouchers. Dave said: “I read all the publications and find them very interesting. I keep them and will refer back to them from time to time.”
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Property Challenging Times Ahead Following Clive Broomfield’s retirement the Property Services team are facing very interesting and challenging times. Andrew Kingston, Property Services Manager said: “To ensure the service we offer remains competitive and current in an ever changing environment we are looking at our current staffing structure with a view to setting up designated area teams which we hope will offer customers a more focussed and personalised point of contact. We will also be working to improve our knowledge of the homes in which you live, gathering property information to help us with financial planning and long term forecasting (Asset Management) of repairs. This will allow us to ensure our customers are kept fully informed of future programmes of work. We continue to be fully committed to providing a first class repairs and maintenance service which remains accountable to its customers and stakeholders.”
Contract Renewals The contracts for day to day responsive repairs and voids (empty properties) currently being carried out by Serco and JAD are due to end in Spring 2011. A tender exercise has been carried out and the Council has received bids from a number of contractors for the new contracts. A detailed assessment of the bids has unfortunately taken longer than anticipated which means the new contracts will now start in Summer 2011. In the meantime, Serco and JAD will continue in their current roles. Further details regarding the award of the contracts will be published in the next edition of on the house.
Annual Servicing of Gas and Solid Fuel Fired Appliances The Council is legally obliged to undertake an annual inspection and service of all gas or solid fuel appliances in your home. This also applies to gas supply pipes even if you do not use gas. The Council continues to take the strongest possible steps to gain access to all homes where tenants have not co-operated, including gaining orders for possession of your
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home from the Court. This firm approach has lead to a year on year improvement in our access rates which currently stand at 99.16% but we must gain access to 100% of properties. Kinetics, the Council’s contractors are able to offer appointments at your convenience to carry out this work. They will also check and service your smoke detectors and carbon monoxide detectors ensuring the safety of your home.
Your home is at risk if you do not allow us access to carry out servicing. Failure to carry out this work could result in serious injury or death by carbon monoxide poisoning.
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Information Major Repairs & Renewals Programme 2011/12 Kitchen & Bathroom Refurbishments Kitchens and bathrooms will only be considered for refurbishment where they are beyond economic repair. Following a detailed survey, any work issued may consist of a full replacement, a partial refurbishment or ongoing holding works to ensure
the kitchen and/or bathroom remain in good repair. This approach is approved by TACT who agree that tenants should not expect kitchen units and worktops to match in terms of colour or style, the most important thing is that the kitchen remains serviceable. Subject to funds being available, priority will be given to those kitchens and bathrooms in the poorest condition through fair wear and tear. Deliberate or accidental damage will not guarantee a replacement and may result in the tenant being recharged for any work carried out.
The Council is pleased to say the backlog of requests for this type of work is now clear allowing a full programme of adaptations for 2011/12.
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Grab rails, handrails and banisters
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Lever taps
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Levelling of thresholds
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Raising/lowering of electric points and cupboards
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Key safes and intercoms
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Easy access to entranceways
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The programme of discretionary internal decorating in elderly and disabled tenants homes remains suspended indefinitely. Internal communal areas will be decorated on an ad-hoc basis if the work is necessary.
Gas Central Heating Upgrades
Adaptations for the Elderly & Disabled
We can carry out a range of small or ‘fast-track’ works without the need for a referral from an Occupational Therapist. These include:
Internal Decorating
You, your GP, care worker or anyone concerned with your welfare can refer you through the fast track scheme. Please contact Customer Services on 01962 840 222 for details. More complex adaptations must be referred through OT Direct so you can be assessed by an Occupational Therapist. You can contact OT Direct on 0845 600 4555. More expensive work will be subject to a means test and you may be asked to make a financial contribution.
Gas heating upgrades will take place as determined by the age, reliability, condition and availability of spares for your current appliance. You will be notified in writing if your boiler is due for replacement.
Electrical Testing Electrical testing will be carried out at a number of properties this year. Any essential work identified during the test will be carried out as soon as is practically possible. You will be informed in writing if your home is to be included in this years programme.
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Property Replacement Doors The Council does not have a replacement programme for front and rear doors. These will be replaced only when they become beyond economic repair and each door will be assessed independently.
Don’t expect to get a new door just because your neighbour has one! Tenants are able to replace doors themselves at their own expense through the Tenant Improvement Scheme. See page 63 of your Tenants Handbook for details.
External Repairs and Painting Abbotts Barton Austen Close
Curdridge Tebourba Way
Drummond Close
Charles Close
Droxford St Marys Close
Waynefleet Place
Chaundler Road Coney Green Coram Close Dyson Drive Simonds Court The External Repairs and Painting programme operates on a five-year cycle which means one fifth of the housing stock is surveyed and considered for inclusion every five years (see list for this years properties). Following the survey, only those homes identified as requiring essential repairs/painting will have work carried out. If your property is in reasonable condition, no work will be carried out this year.
Colbourne Court
By only carrying out essential repairs, we can ensure no homes will fall short of the Governments Decent Homes Standard.
Upper Brook St.
You will be notified in writing when the contractors are due to start work in your area.
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Oglander Road Alresford Ashburton Road
East Stratton Stratton Close Exton Larrymore Cottages Hambledon Old Barn Crescent
Jesty Road
Highcliffe Gordon Avenue
Lovells Walk
The Bungalows
Meryon Road Mitford Road
Meonstoke St Andrews Green
City Centre Lower Brook St.
Otterbourne Bourne Close
Middle Brook St.
Shedfield Canford Close
Princes Buildings
Mildmay Street Wykeham Place Cromwell Road Lisle Court Paulet Place Princes Place Woolford Close Titchfield Witherbed Lane Twyford Dolphin Hill Weeke Trussell Crescent West Meon Railway Cottages Wickham Brittany House Normandy Court
Tower Street
Soberton Big Tree Cottages
Colden Common Spring Lane
Stanmore Battery Hill
Craddock House
Compton Attwoods Drove
Addison Street
Earle House
Winnall Braxton House Dennett House
Drayton Street
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Information Winnall Flats Replacement Roofs Following the successful replacement of the roof to Earle House in 2009, work is now being planned to the other three blocks which should be completed during the 2011/12 programme. We will be contacting tenants and leaseholders to keep them informed of progress throughout this project.
Lift Refurbishments – Winnall Flats & Richard Moss House The lifts in these flats are due to be refurbished during 2011/12. Tenant consultation will take place to establish your needs and consider the most practical ways the Council can help you during the time the lifts are out of action. We will contact you well in advance of the work taking place to ensure your views are taken into consideration.
Installation of Solar (Photovoltaic) Panels – Solar Electricity Systems A limited number of homes may be suitable for the installation of Solar Panels for generating electricity. These will typically be where roofs face south and aren’t overshadowed by trees or buildings. Solar electricity systems capture the sun’s energy using photovoltaic (PV) cells. The cells convert the sunlight into electricity, which can be used to run household appliances and lighting.
Sunlight is free. A typical home PV system can produce around 40% of the electricity a household uses in a year.
There are several benefits associated with generating solar electricity:
If the system is producing more electricity than you need, the Council will be able to sell it back to the National Grid and generate income to re-invest in its housing stock.
Cutting your carbon footprint Solar electricity is a green renewable energy source that doesn’t release any harmful carbon dioxide (CO2) or other pollutants. A typical home PV system could save around 1 tonne of CO2 per year - that’s around 25 tonnes over its lifetime.
Problems with Condensation and Mould? Having problems with condensation and mould in your home? Have you read our information and self help leaflet ‘Keep your home free from condensation, damp and mould”, also available on DVD? Before you send for the surveyor, please call the Customer Service Centre on 01962 840 222 to request a copy of the leaflet or DVD.
If you need further information about any of the issues raised in the property information articles, please contct Property Services on 01962 840 222 or email housing@winchester.gov.uk
on the house
Cutting your electricity bills
Selling electricity back to the grid
We will contact you if your home is suitable for an installation and if it is likely to be included in the programme.
Out of Hours Emergencies A 24 hour 365 days a year service is available to deal with emergency repairs. The Council defines an emergency as danger to life or limb, where there is serious risk to health or where there is risk of considerable damage to the property. Please see page 57 of your Tenants Handbook for full details. You may report an out of hours emergency on 01962 865 405.
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Money Matters
Loan Sharks and Home Credit / Doorstep Loans
As the Budget cuts and the rise in tax begin to bite, everyone needs to ensure they review their household budgets and choose the right spending priorities.
Under no circumstances would we recommend you borrow money from a doorstep lender or Loan Shark. Both will charge you a very high rate of interest on the loan usually amounting to far more than the original loan. This will not help your financial situation and will lead to more stress.
Please remember rent and Council tax are priority debts and are not something that can be ignored at the expense of other bills. Zadia Green, Arrears Officer, said: “If you are having difficulties paying your rent please contact your Area Housing Manager. An agreement can be made to gradually clear your arrears and a referral can be made to the Citizens Advice Bureau (CAB) Debt Advisors. “CAB advisors will help you complete a financial statement,
Domestic Abuse Landlord Services have launched their new Domestic Abuse Policy and Procedure, explaining our commitment to effectively dealing with and responding to all reports of domestic abuse. One in five relationships in the UK are affected by domestic abuse, which comes in many forms: psychological, physical, financial or emotional abuse. It can happen to anyone – men, women or children. Domestic abuse is unacceptable. If you or your family are experiencing domestic abuse then help is available. Your Area Housing Manager can work with you to offer
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ensure you are receiving all the benefits you may be entitled to and liaise with people you owe money to and reach repayment agreements which you can afford.” Tenants who are in arrears must pay during any rent free weeks.
From 5th April to 31st December 2010, we have: G
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Evicted 3 tenants for rent arrears Been awarded 20 Possession Orders by the Courts (not counting Adjourned Orders or Costs Only Orders)
appropriate help and support and where appropriate we will ensure those responsible are held accountable for their actions. Whether you want to stay in your property or leave, support and information on your options is available. You can talk to your Area Housing Manger in confidence and think about your options before you make any decisions. If you would like to discuss any issue surrounding domestic abuse please contact your Area Housing Manager on 01962 840 222.
Home Credit is where you borrow money and the lender calls at your home to collect it. Lenders have to be licensed by the Office of Fair Trading and you can check this on their website www2.crw.gov.uk Loan Sharks lend money without a licence and are breaking the law. They often take illegal action to collect the money such as violence or taking your valuables.
Want to take the stress out of paying your rent? Unfortunately we can’t pay your rent for you but we can make it a simple and hassle-free process! By allowing us to collect your rent by a monthly Direct Debit you will avoid cash office or Post Office queues. The amount collected from your bank account will normally be the same each month but if this ever changes, for example the annual rent increase, we write to you two weeks before the money is taken. Why not contact us and we can help you to set this up. Contact the Rents Section on 01962 840 222.
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