Special Edition Annual Report 2011-2012 Housing News

Special Edition

Annual Report

2011-2012

house

Housing news for Winchester City Council tenants and leaseholders

In this Issue...

G

A Summary of the Year

2-3

G

Maintaining your Home

G

Older Persons Housing

12

G

The Tenants View

15

G

Competition

15

6

edition

23

October 2012

thebigword telephone interpreting service The Council uses a 24-hour Telephone Interpreting Service, which also provides written or recorded translations.

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 84 84 00.

on disc On the house is available in large print or on CD (audio). Please call David Lumby on

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

Winchester City Council, City Offices, Colebrook Street, Winchester, SO23 9LJ. telephone 01962 84 84 00 fax 01962 841 365 email housing@winchester.gov.uk website www.winchester.gov.uk

Dear Tenants Many thanks for all your support over the last year.

Once again, it was good to hear that you are happy with us as your landlord but as you know we are always keen to improve our services for tenants.

This has been on the cards for many years and in the last Annual Report I promised to ensure Winchester and our tenants got a fair deal.

Our biggest achievement of the year has to be the speed with which houses are turned round for new tenants.

Our repairs, maintenance and admin teams have got that down to a fine art so we can hand over the keys to new tenants in around 19 days – seven days faster than our goal.

I am delighted to say that, for the first time since I can remember, we have a strong, healthy housing budget.

This gives us the freedom to build new council homes, improve and renovate existing ones and improve our housing-related services.

This alone has raised an extra £168,000 in rent.

We have also put more money into the popular Estate Improvement Programme, in which tenants and leaseholders suggest schemes.

It is an exciting time to be involved in council housing – as a tenant, a councillor and as a housing officer.

This year we completed 34 separate projects ranging in price from £250 to £50,000.

It is true that small things can make a big difference and the flowers along the railings at Mildmay Court, in Winchester, add a welcome splash of colour to Eastgate Street!

The major change last year was the Government’s review into the way council housing was financed.

My promise to you this year is that we will use our funds wisely for the benefit of our current and future tenants and leaseholders.

Yours sincerely

Cllr Tony Coates

Portfolio Holder for Housing

Telephone calls may be recorded.

Printed on 75% recycled paper.

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Annual Report 2011/2012 Once again, tenants have been involved in producing this annual report, meeting our officers during Summer 2012. A formal response of TACT – Tenants and Council Together – is on page 15.

Putting tenants first in 2011/2012

Decent Homes Over 150 kitchens and 130 bathrooms upgraded

Empty homes 19 days for handover to new tenants

Rent 99% of all rent collected and only 2 evictions for arrears

National and Local Standards The national standards for social housing are now set by the Homes and Communities Agency (HCA), which has taken over from the Tenant Services Authority. It only sets four Consumer Standards for council housing: G

Tenant Involvement and Empowerment – including customer service, choice and equality

Repairs Over 17,000 jobs completed

G

Home – including quality of accommodation, repairs and maintenance

Appointments Over 97% of appointments made were kept

G

Tenancy – including allocations, mutual exchange and tenure

Tenant Involvement 4 tenants’ scrutiny groups set up

G

Neighbourhood and Community – including managing the local area, joint working and antisocial behaviour

Improving estates 34 projects completed at a cost of £200,000

Green energy 20 houses in Hambledon provided with renewable heating and reduced bills

Gas servicing 99.9% homes issued with a safety certificate

Disabled Adaptations Over 700 homes adapted this year

Community Alarm 98.83% of calls were answered within 60 seconds

Annual Report 2011 - 2012

The HCA sets the standards and will only intervene in serious cases which cause or are likely to cause serious harm to tenants.

Under HCA rules, Winchester City Council, as the Landlord, is responsible for services to tenants and will be scrutinised by others, for example the new Tenant Scrutiny groups.

The Council’s Local Standards - our offer to you We have worked with tenants in recent years to develop a wide range of local standards, which are set out in the Tenants Handbook. These standards are summarised in a leaflet that is available on our website or at the Customer Service Centre in Colebrook Street.

To receive a copy please call Freephone 0800 716 980.

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Tenant Involvement and Customer Care We aim to provide tenants with accessible, relevant and timely information about our services, how we perform and how tenants can get involved with making our services better.

Customer Service, Choice and Complaints The Council strives to deliver customer service we are proud of. Tenants continue to support us through mystery shopping, “proof reading� draft publications, attending estate walkabouts and responding to surveys. Whilst satisfied with services overall, in the last year tenants have made it clear to us that they would like more choice on improvements to their home and we will be responding to this in 2012.

Involvement and Empowerment

Understanding and Responding to Diverse Needs of Tenants

Focus Groups

Scrutiny Groups

12 focus groups met comprising of 97 tenants from across the Winchester district. They discussed issues such as how important energy efficiency is to them, what additional services they would like the Council to provide and what improvements could be made to their homes. As a result of the ideas and issues raised at these groups, the Council is reinstating its internal decoration scheme and offering other home improvement options such as garden fencing, showers, extractor fans and external doors to tenants once every five years.

Four tenant Scrutiny Groups have been formed to monitor the performance of the following key service areas:

Mystery Shopping Tenants secretly reviewed the Repairs and Housing Management services.

They told us we need to improve time keeping for appointments and keep tenants better informed of progress with works. page

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G

Repairs and maintenance

G

Housing management

G

Sheltered housing

G

Tenant involvement

The groups meet at least four times a year to monitor how well these services are performing and make recommendations for improvements to Council officers and Councillors.

We will keep you updated with how they are doing and what issues they are raising in 2012/13.

Resident Training Courses covering topics such as money management, how to get that job and healthy living were offered to tenants in Spring 2011 and Spring 2012.

We aim to adapt services to meet your needs. Last year, 125 tenants received all our communications in large print.

Others received translations and housing staff were trained to improve their awareness and understanding of tenants needs.

We also completed Equality Impact Assessments on the sheltered housing and disabled adaptations services.

Do You Want To Be Involved We introduced weekly play sessions at one of our temporary accommodation schemes in partnership with Sure Start, to promote social inclusion, develop parenting skills and encourage a sense of community. w w w. w i n c h e s t e r. g o v. u k

General Tenants Response

Older Persons Response

Our National Rank

% of respondents very or fairly satisfied with the services/overall service provided by us

85.4% satisfied

96.6% satisfied

Top 25%

% of respondents very or fairly satisfied that their views are being taken into account by us

63.6% satisfied (29.2% neither satisfied or unsatisfied, or had no opinion)

What you think of us

62.6% satisfied (29.1% neither satisfied or unsatisfied, or had no opinion)

Top 25%

Tenant Comment Tony White, new chair of the Housing Management Scrutiny Group, said:

“Our panel is committed to seeing housing services improve and will be working closely with the Council to achieve this.”

Youth Football Responding to you In 2011/2012 our average time to respond to a letter is 10 days

63% of letters are answered within 10 days 86% of letters are answered within 20 days 93% of calls are answered within 20 seconds

Coaching sessions and football tournaments took place in April and August 2011, and February 2012 at a number of locations. They were well attended by local residents and were great fun!

Complaints We accept that we don’t always get things right, so complaints can be a really useful way to help us improve the service we offer to tenants.

Of these complaints, 37 were upheld, and 6 were partially upheld. The Council is currently looking at what it can learn from these complaints.

We received 85 complaints last year and they came to us from a variety of methods.

It takes Housing Services an average of 21 days to reply to complaints.

How did we receive the complaint?

16% 48%

Our standard is to respond within 10 days. So we are working to try and bring these timescales down with the help of the mystery shoppers.

6% 7%

The Mystery Shopping Panel completed 3 shops last year including: G Letter Quality G Repairs G Contacting the Area Housing Managers Each of these shops has given the teams some areas to work on which should improve the service offered to tenants.

If you would like to join the Mystery Shopping Panel, which meets 4 times a year, please contact the Tenant Participation team on 0800 716 987.

23% Internet Chief Executive Letter MP Customer Service Centre Readers Panel

Annual Report 2011 - 2012

TACT AGM

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Maintaining Your Home We shall ensure all our homes continue to meet the Government’s minimum Decent Homes standard, provide cost-effective repair and maintenance, and work with other partners to ensure homes are adapted to meet customer needs.

Quality of Accommodation We currently have 1,000 kitchens and 2,000 bathrooms which are over 30 years old. In 2012/13 the Council will be substantially increasing resources to address this backlog of old kitchens and bathrooms so that tenants are provided with modern facilities.

Updating your home

Work in Progress

Decent Homes - the Council makes every effort to maintain all of it’s properties to the Government’s Decent Homes standard. All properties identified as non-decent in the last stock condition survey in 2003 have already been made decent, but the Council will now be completing another survey of all homes to establish the current position in respect of decent homes. We hope to start the proposed survey just after Christmas and the intention is to inspect every property (inside and out). New work programmes will be established for all the important elements of your home, including kitchens; bathrooms; roofs; doors; windows; boilers; etc.

Completed during the year: G 150 kitchen improvements G 136 bathroom improvements G 465 heating upgrades G 286 front/back door replacements G 183 insulation upgrades G 78 dwellings fitted with new windows

Repairs and Maintenance

Making life easier

Responsive and Empty Homes Repairs Contractor

712 households received disabled adaptation improvements to their homes. These included: G 253 improvements to bathing/showering arrangements G 7 stairlifts G 90 assisted access works e.g. ramps G 4 major building adaptations (averaging over £40,000 each)

From August 2011 Geoffrey Osborne Ltd. assumed responsibility for all minor responsive and empty homes repairs to your properties. Although there have been a number of teething problems, we remain hopeful that the partnership will grow and deliver real benefits to tenants.

Gas Servicing and Central Heating Installations For safety reasons, every gas appliance needs checking at least once a year.

The target for this remains at 100%, and 2011/12 was our best year yet (99.99%) in nearing this target. Unfortunately, a small number of tenants still make it very difficult for us to achieve full compliancy in this area.

Liberty Gas Ltd have been delivering this work in the last year. They have also recently been awarded the contract to continue for the next 5 years.

They will also be carrying out the vast majority of heating upgrade works although some will continue to be carried out by local heating engineer R.J.Williams who has served this authority faithfully over the last 25 years.

The target remains 100% and we will be doing everything possible to achieve and maintain this target.

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Tenant Comment Ken Gore of Winnall said:

Right First Time The Customer Care Card (green card) returns continue to suggest that tenants are generally very satisfied with the overall repairs service. That said, we are aware that although the repair might eventually be completed to the tenants satisfaction, the experience along the way can, in some cases, be quite painful! We are keen to investigate this further and have therefore replaced one of the existing questions on the customer care cards with a new question “How many visits did the tradesman make to complete this repair?”. We are keen to ensure that the repair is not only done right, but done “right first time”. Your completed cards are used to monitor, improve and shape the service you receive so we would urge you to complete these cards on all repairs carried out at your home.

“I am pleased with the new lift installed in our block. The lift engineers who worked on it were very helpful and the lift was fixed in good time. It’s much more reliable now it’s been upgraded.”

General Tenants Older Persons Response Response

What you think of us

Our National Rank

% of respondents very or fairly satisfied with the overall quality of their home

87.3% satisfied

97.3% satisfied

Above Average

% of respondents very or fairly satisfied with the way we deal with repairs and maintenance

85.0% satisfied

87.2% satisfied

Above Average

How we perform against our standards

Target

2010/11 2011/12

Local Comparison

% of non decent council homes

0

0

0

Top 25%

Responsive Repairs - % of jobs completed within target

95%

91%

90.5%

Bottom 25%

Responsive Repairs - Average time to complete a repair

8 days

8.1 days

9.2 days

Below Average

Gas Servicing - % of homes with a current gas servicing certificate

100%

98.94%

99.99%

Above Average

Annual Report 2011 - 2012

Hambledon Eco Village

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Tenancy We will let our properties in a fair, open and efficient way, support tenants to maintain their tenancies and charge affordable rents in line with government policy.

Allocations 3,091 Winchester applicants are registered on the Housing Waiting List as needing accommodation. The demand for properties continues to grow and waiting times for all types of properties is increasing.

The table below shows the average waiting time for people in Band 3 (having a medium priority for housing) getting a general needs property.

Average wait time for General Needs (Band 3) Applicants 2011/12 160 140

Months

120

Letting our Empty Homes Re-letting our properties as quickly and efficiently as possible continues to be a key priority for us. This service includes carrying out repairs to the property, advertising the property on Hampshire Home Choice, taking people to view the property and providing an informative sign up appointment.

100

50

80 60

40

40

30

0

1 Bed Flat / House

2 Bed Flat / 3 Bed House House Property Type

4 Bed House

Days

20

20 10

2011/12

2010/11

2009/10

0

The table below shows how many Winchester applicants are in each of the 5 priority bands for housing, where Band 1 is the highest priority and Band 5 is the lowest.

Year

CBL by banding

Band 1

Band 2

Band 3

Band 4

Band 5

0

92

1845

508

646

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Re-letting Homes We let 265 homes in the year, of which 53 were let to existing Winchester City Council tenants.

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Tenant Comment Mrs Morris of Swanmore said:

Mutual Exchanges Mutual exchanges are where two or more tenants decide to ‘swap’ homes. These exchanges are becoming an increasingly popular way to move home, especially for people who have a low priority on the housing register as this is often the quickest and easiest way to move.

“The Supported Tenancy Service was a real lifeline for me, helping me get back on my feet when I needed help the most.”

98 of our tenants swapped homes during the year compared with 71 during 2010/11.

Winchester City Council tenants can register for free on HomeSwapper, a national register of social housing tenants looking to swap homes.

Information can be accessed online at www.HomeSwapper.co.uk or by contacting us.

Tenancy Support The Council has a supported tenancy service to help people who are having difficulty maintaining their tenancy. The supported tenancy team can provide help and assistance in lots of different ways, for example:

Rents Our average rent is £98.99 a week

Type

Bed-sit

1 bed

2 bed

3 bed

4& above bed

Average weekly rent

£74.32

£85.01

£98.68

£112.91

£123.01

% of our homes

1.3%

32.25%

33.15%

32.20%

1.1%

We collected 98.89% of all rent due. During the year, only 2 tenants were evicted for not paying their rent.

We referred 40 tenants to our Money Advice Service, run by the Citizens Advice Bureau (CAB). The CAB specialist debt advisor helps tenants to manage their debts without losing their home.

We offer 8 ways to pay your rent, including through our website at www.winchester.gov.uk/doitonline/payforit and we send you quarterly rent statements showing all the transactions on your account.

Annual Report 2011 - 2012

G

Form-filling and making benefit claims

G

Accessing health and social care services

G

Teaching life skills

G

Income and expenditure management

Between July 2011 and March 2012, 28 tenants were referred for support and were allocated a support worker to help them with their support needs.

If you feel you would benefit from support, please contact Lesley Paradise, Supported Tenancy Manager, on 01962 848 289 and she will arrange to visit you to discuss your support needs and how we can help you.

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Neighbourhood and Community We will work with other agencies to make our estates and homes clean, safe and peaceful environments for people to live in.

Neighbourhood Management

Estate Improvements The Council is working hard to provide real improvements to the communities in which you live and we have continued to receive lots of very good suggestions for ‘Estate Improvements’. Some of the projects completed include: G

Picket fencing at James Howell Court, Denmead

G

Parking at Thurmond Crescent & Lisle Court in Stanmore, Keble Close in Hursley and Orchard Bungalows, North Boarhunt

Trussell Crescent, Weeke Residents of Trussell Crescent had been concerned for many years about the security of their blocks and wanted a door entry system to prevent unwanted visitors and cold callers being able to access the communal areas. A letter was sent to all of the residents with

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G

Chain-link fencing and a hedge row at Princes Buildings, Central Winchester

G

Door entry systems at Chiltern Court in Alresford, Princes Place, Paulet Place, Woolford Close and Thurmond Crescent, in Stanmore Planted troughs along the railings at Mildmay Court, Central Winchester G

details of the suggestion, asking for their comments and the majority that replied said they were in favour of the installation.

The door entry system has now been fitted and this has reduced the number of unwanted callers which is of comfort to the residents living there.

If you have an idea about how your community could benefit from the Estate Improvements Programme, why not complete an application form? Forms can be found on our website, or can be obtained from the Council Offices. Contact Sarah Charlton, Area Housing Manager (Estate Improvements) on 01962 848 175 for more information.

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Estate Walkabouts 24 walkabouts took place in 15 different locations across the district, including new walkabouts in Owslebury, Sparsholt and Abbotts Barton. Tenants and Council officers walk the estates identifying local concerns. As a result of a walkabout in Wickham, a popular pathway used to access the doctors surgery, which had become uneven and hazardous to use, was resurfaced.

This year we are introducing ‘Street Meets’ in a number of locations.

Working in partnership with A2

Tenant Comment Dominion and Hampshire County Council, Street Meets provide opportunities for residents and their children to get together, take part in fun activities such as face painting and competitions, as well as meeting Council officers and reporting any issues with their homes and estates.

Some residents were moved temporarily to other properties whilst the lifts were out of action.

For those who remained at home, the flats Caretakers were on hand to help carry shopping and assist residents and their children up and

“The benefits are GREAT! It’s stopped the ‘Cold Selling’ and the real plus side is we feel free and safe.”

Local Area Co-operation

Anti Social Behaviour

Winnall Flats Lift Refurbishment A major works programme to refurbish the passenger lifts at the four blocks of flats in Winnall began in February 2012. The lifts had been in service since 1986 and were becoming increasingly unreliable. The works to each lift took approximately six weeks to complete and during this time the stairs were the only means of accessing the seven floor blocks.

Ruth Harrison of Trussell Crescent said:

down the stairs. Mr and Mrs Thorne, who have lived in their flat for 43 years stayed at home during the lift refurbishment. Mrs Thorne said “Selo Kaymak, the Caretaker, ensured our heavy items were carried up to our flat on the 5th floor, even an extremely heavy wooden elephant on one occasion! He was superb.

And the communal areas here are always clean and the flowers beds beautifully maintained”.

Annual Report 2011 - 2012

We worked with local residents, the Police and other partner agencies to obtain 2 Anti-Social Behaviour Injunctions, 2 Premises Closure Orders and 1 eviction for anti-social behaviour.

Working in partnership with Environmental Health, Hampshire Police, the Fire Service and the Trinity Centre we were able to successfully obtain a Suspended Possession Order to positively tackle a case of hoarding whilst enabling the tenant to remain in their home.

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Older Persons Housing Sheltered Housing Service

Following extensive consultation, the Council made a decision in February 2012 to make some changes to its sheltered housing. The level of demand for some older persons’ accommodation was relatively low especially in view of the substantial numbers of younger people in need of housing. The number of flats designated for older people was reduced. However, all designated bungalows (over 200 in total) were retained for older people and the schemes which have been retained as full sheltered schemes will benefit from new investment to enhance their facilities.

Have you thought about Sheltered Housing?

Is your home too large for you? Are you struggling to maintain your garden?

Our sheltered housing provides a warm and welcoming environment for older people. They allow independent living, with the reassurance of support being on hand if it’s needed.

Most have lovely, well maintained grounds with easy access for all residents to enjoy them. Common rooms and other community facilities mean residents can get as involved in social activities as they choose.

Hyde Lodge Gardens

Our 13 schemes which remain as dedicated sheltered housing, providing vibrant communities for older people include: Richard Moss House, St Peters St, Winchester Hyde Lodge, Worthy Road, Winchester Hyde Gate, Winchester Eastacre, Bereweeke Avenue, Winchester Godson House, Lower Brook St, Winchester Lawn House, Lower Brook St, Winchester King Harold Court, Christchurch Road, Winchester

Support Visit in Action

Mildmay Court, Eastgate St, Winchester Normandy Court, Station Road, Wickham Greens Close (inc. Blanchard), Bishops Waltham Makins Court, Windsor Road, New Alresford Spring House Close, Colden Common White Wings House, Ashling Park Road, Denmead For more information on Sheltered Housing or other Supported Housing options, contact 01962 84 84 00.

White Wings House

Spring House Close

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Tenant Comment Community Alarm and Telecare Services The service was audited and has continued to be recognised as being accredited, with Service Tailoring, Installation, Monitoring and Response all complying with the Telecare Code of Practice.

During the year, we monitored 3,000 properties, including: G

980 Council properties designated for older persons

G

50 residents in sheltered schemes belonging to other organisations

G

1875 private properties, of which 925 are in the Winchester district and 950 in the Eastleigh Borough Council area

G

The Community Alarm Operators answered 111,786 alarm calls during 2011/12

G

Last year, over 800 calls received an emergency visit from Council staff and the average response time was 23 minutes (far better than the 45 minute standard set by the Telecare Code of practice)

Last year, an estimated 500 residents met with Council officers at Information Sharing Sessions to have their say on the services they receive.

The service is exactly what it says ‘A Life Line’. Thanks

Mrs Piggott from Hyde Lodge, Winchester, said: “I’m more than delighted with the service I receive.”

Extra Care Extra Care housing offers an enhancement to sheltered housing by providing an on-site care and support service to vulnerable older people. In its two current Extra Care schemes in central Winchester, the care and support service has recently been taken over by the Radian group. However the Council remains committed to providing Extra Care housing and continues to work in partnership with Hampshire County Council to identify potential locations for new schemes.

Tenants at Eastacre enjoying a party to celebrate the Queen’s Diamond Jubilee

(Lifeline customer in the southern parishes)

Annual Report 2011 - 2012

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Value for Money

Tenant Comment

We will explain how tenants rents are spent and how tenants can get involved in prioritising our spending.

TACT Member, Judith Steventon Baker:

How Your Rent is Spent

“The Council keeps me informed but could do more to show how cash is spent on services such as resident involvement.”

In the last year, each £1 of rent you pay has been spent in the following areas: Payment to Government (“Negative Subsidy”)

Maintenance and Major Repairs

Council Housing Staff

Estate Overheads Management (offices, IT, legal (grounds, cleaning, support etc) estate improvements etc)

Comparing with Others We compare our costs and performance with hundreds of other landlords. A “Dashboard” showing how we compare for all services can be viewed on www.winchester.gov.uk/ housing/council-housing-tenants/ performance

41p

31p

12p

8p

8p

Our Costs in 2011/2012 “Value for Money” is a balance of good performance, good quality with reasonable costs. We have shown you our performance and what you think of the services we provide in the earlier pages. This table shows how our costs are significantly lower than average costs for other social landlords in the South East of England.

Our Average Cost

Local Average Cost

How we compare locally

Housing Management

£160.38

£245.65

Top 25%

Resident Involvement

£29.27

£41.44

Top 25%

£605

£719

Top 25%

£111.10

£148.54

Top 25%

Annual cost per property

Repairs and Empty Property Servicing Estate Management

Reducing Costs

Better Quality

More Efficient

By reducing the number of days taken to relet homes, we have generated £168,000 more income this year.

The Council works with the Citizens Advice Bureau to provide independent financial advice to tenants who are in arrears or experiencing financial hardship.

Publications such as “On the House” and this “Annual Report” are now delivered with rent statements, saving on postage.

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The Tenants View – A Response 2011/12 was a very important year for Social Housing and for TACT (Tenants and Council Together). Our longstanding chairman, Alan Rickman, stood down earlier this year, but the work he led goes on. New chair, Judith Steventon Baker, and all TACT members continue to represent you all, challenge the Council on its services and works with councillors and officers to make sure tenants get a fair deal.

Our members have been involved in producing this report, making sure it is accurate and easy to read.

The City Council’s Housing Service We do believe we enjoy good services from our landlord, the Council. We work with tenants from other social landlords and it is clear we get a good deal overall compared to many.

It is an exciting time for Council tenants across the country, with the Government finally giving councils the freedom to run their own services.

Outgoing TACT Chair, Alan Rickman with other members of he TACT This means millions Management Group. more to fund housing in Winchester which has to be good news.

Its great to see the Council talking about building new homes. However, they must not forget you, existing tenants. You pay the rent that funds the service and you are entitled to a good service in return.

We will continue to work on your behalf to make sure our homes are well maintained and the promised investment is delivered. Look out for next years Annual Report for progress on this.

COMPETITION Would you like the chance to win £100 in gift vouchers?

Have you read this Report? The answers to all four questions are included somewhere. Can you find them?

1. How many days on average did it take the Council to relet properties in 2011/12?

10 days

19 days

30 days

40 days

2. How many pence in the pound were spent on Maintenance and Major Repairs?

10p

31p

50p

99p

3. How many Sheltered Housing schemes are there?

5

10

13

20

4. What is the name of the Council’s Responsive Repair and Empty Homes contractor?

Osborne

Liberty

Serco

Kinetics

Just circle the answers you think are correct, then cut out this page, fold as indicated on the back page and send to us by 16 November 2012.

Annual Report 2011 - 2012

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2nd FOLD: FOLD UNDER

3rd FOLD: FOLD UNDER

Tenant Involvement Team WCC FREEPOST NAT15377 WINCHESTER SO23 9ZT

2

4th FOLD: FOLD UNDER AND TUCK 1st FOLD: FOLD UNDER