homes & people Bringing you all the news that matters to you
2016-2017: A YEAR IN REVIEW Living in our communities and the city
October/November 2017
Emergency contacts Housing Anti-Social Behaviour and Enforcement (team (HASBET) ASB can take many different forms, ranging from threatening behaviour and hate crime to loud music to untidy gardens. Don’t suffer in silence, report now to our dedicated officers on 0191 278 8740. Repairs and Maintenance service YHN is jointly responsible with you for looking after your home. We rely on you to inform us of repairs as soon as possible so that work can be arranged. To report a repair call 0191 278 7878 or text “FIX” to 80800. For emergency repairs outside of opening hours email repairs@newcastle.gov.uk Housing Options Centre To speak to someone about applying for a new home, contact us on 0191 277 2020. Housing Advice Centre If you need housing advice, are at immediate risk of homelessness or are homeless and have nowhere to stay please contact the Housing Advice Centre on 0191 277 1711 or visit us at 112 Pilgrim St, Newcastle NE1 6SQ.
Income If you’ve made a claim for Universal Credit, want to make a rent payment, set up a Direct Debit, need some budgeting help or have any queries about your rent account call your income officer on 0191 278 8600. Envirocall We are your single point of contact for environmental services delivered within Newcastle. This includes things like reporting fly tipping, street cleaning, rubbish and recycling, planting and vandalism. Call us at Newcastle City Council on 0191 278 7878 or report and track online at www.newcastle.gov.uk My Leasehold YHN manage properties that were sold under the Right to Buy on a leasehold basis. If you are a leaseholder and have any queries call us on 0191 278 7725 or email us at leasehold@yhn.org.uk My Concierge We provide Council tenants and leaseholders and Byker Community Trust tenants living in flats across Newcastle with a Concierge service that includes things from building cleaning to a response service. To contact your concierge service call 0191 278 8600.
0191 278 8633 †dvb K‡i Avcwb GKwU wjwLZ Abyev‡`i Rb¨ ej‡Z cv‡ib| GB Z_¨ nj BDi †nvg wbDK¨vmj- KvDw݇ji dvwb©Pvi mvwf©m mg‡Ü hviv †Ubv›U‡`i Ni evox mvRv‡Z mvnv‡h¨i Rb¨ Newcastle Furniture dvwb©PServices vi mieivn K‡i| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq cÖ‡qvRb nq Zvn‡j GB bv¤^v‡i †dvb Ki“bservice YHN Housing 0191 278 8633 GBServices Z_¨ nj Avcbvi †i›U GKvD›U wbKvm) m¤^‡1566 Ü| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq Rent YHN Housing Services @ YHN Housing @ East End (fvovi wnmve 0191 278 cÖ‡qvRb nq Zvn‡j GB bv¤^v‡i †dvb Ki“b- 0191 278 8633
Walker YHN Housing Services @ West End
YHN Housing Services @ Kenton 0191 277 4360 YHN Housing @ Outer West 0191 277 Z_¨ 7940 GBServices Z_¨ nj Avcbvi Ni evox †givgZ Ki‡Z PvIqv m¤^‡Ü|GB hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq cÖ‡qvRb nq
Repairs
Zvn‡j GB bv¤^v‡i †dvb Ki“b- 0191 278 8633 GB Z_¨ nj †Ubv›U‡`i KvDw݇ji Ni evox †Kbvi AwaKvi m¤^‡Ü| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq 这是有关您的租金账户的信息。如果您需要此信息的普通话版本或其它语言版本，请致电 0191 278 cÖ ‡qvRb nq Zvn‡j GB bv¤^v‡i †dvb Ki“b- 0191 278 8633 8633 索取。 Rent 這是關於您的租金賬戶的信息。如果您需要此信息的廣東話版本或其它語言版本，請致電 0191 278 GB Z_¨ nj wbDKvm¨vj KvDw݇ji †Ubv›U council wnmv‡e Avcbvi `vq m¤^‡Ü| GB Z_¨want hw` <evsjvq> A_ev Ab¨ †Kvb Repairs Tenancy 这是有关要求维修您的住房的信息。如果您需要此信息的普通话版本或其它语言版本，请致电 0191 This is ‘Homes téléphoner & People’ the for Newcastle tenants and`vwqZ¡ leaseholders. If you this information in your aunewsletter 0191 278GB 8633 obtenir traduction écrite. 278 8633 索取。 fvlvq cÖ‡qvRb nq Zvn‡j bv¤^vpour ‡i †dvb Ki“b-une 0191 278 8633 8633 索取。 own language we will arrange for an interpreter to help you on 0191 278 8600. This information is also available in easy Right to Buy 这是有关租客有权购买他们的市政房屋的信息。如果您需要此信息的普通话版本或其它语言版本，请致 GB Z_¨ nj Avgv‡`i †jwUs mvwf©m( fvov welqK) m¤^‡Ü| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq cÖ ‡qvRb nq YCH Repairs 這是關於如何要求維修您住房的信息。如果您需要此信息的廣東話版本或其它語言版本，請致電 read, large print, and audio tape. We can also arrange for you to see a British Sign Language interpreter. 0191 电Braille 0191 索取。 Zvn‡j GB278 bv¤^8633 v‡i †dvb Ki“b- 0191 278 8633 278 8633 索取。 Tenancy 这是有关您作为纽卡斯尔市政租客所需要承担的责任的信息。如果您需要此信息的普通话版本或其它语 Newcastle Furniture informations concernent le service « mobilier de Your Homes qui fournit du mobilier GB Z_¨ nj BDi †nvgm wbDK¨vmj mg‡Ü| Ges Avgiv » wKfv‡e `vwqZ¡ cvjb Newcastle, KiwQ †m mg‡Ü| BDi †nvgm wbDK¨vmj, YHN + Ces Rightgeneral/Homes to Buy 這是關於租客有權購買他們的市政房屋的信息。如果您需要此信息的廣東話版本或其它語言版本，請致 言版本，请致电 0191 8633 索取。 dans leur logement. Si vous avez besoin de ces service aux locataires pour les278 aider àKvDw݇ji s’installer wbDK¨vmj wmwU8633 KvDw݇ji c‡¶ Ni evox e¨e¯’vcbvi `vwqZ¡cÖvß| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb People 電 0191 278 索取。 YCH 这是有关我们的出租服务的信息。如果您需要此信息的普通话版本或其它语言版本，请致电 0191 278 informations oubv¤^ dans une autre téléphonez 0191 278 8600 fvlvq cÖ‡qvRben nqfrançais Zvn‡j GB v‡i †dvb Ki“b- langue, 0191 8633 au : 0191 278 8633. Tenancy 這是關於您作為紐卡素市政府租客所需要承擔的責任的信息。如果您需要此信息的廣東話版本或其它語 8633informations 索取。 Rent Ces concernent votre loyer. Si vous avez besoin de ces informations en français ou YHN general / Homes + dans 这是有关代表纽卡斯尔市政府（Newcastle City Council）负责管理市政房屋的 Your Homes Newcastle 言版本，請致電 0191 278 8633 索取。 une autre langue, téléphonez au : 0191 278 8633. People （您的纽卡斯尔住房）组织的信息，内容解释了我们是如何运作。如果您需要此信息的普通话版本或其 Repairs Ces informations concernent les demandes de travaux pour votre logement. Si vous avez 0191 besoin de YCH 這是關於我們的出租服務的信息。如果您需要此信息的廣東話版本或其它語言版本，請致電 278 它语言版本，请致电 0191 278 ces en français ou8633 dans索取。 une autre langue, téléphonez au : 0191 278 8633. 8633informations 索取。 Right to Buy / Homes + Ces informations concernent les droits des locataires relatifs à l’acquisition de leur logement social. YHN general 這是關於 Your Homes Newcastle（您的紐卡素住房）機構的信息，內容解釋了我們代表紐卡素市政府 Si vous avez besoin de ces informations en français ou dans une autre langue, téléphonez au : People （Newcastle City Council）負責管理市政房屋以及如何運作。如果您需要此信息的廣東話版本或其它 0191 278 8633. 語言版本，請致電 0191 278 8633 索取。 @ói@óäb îŠbïäaŒ@ãó÷@m‹ Šòì@óÜ@çbmŒóyŠó ó÷ @NóäbmóØòìíäb‚@ñòìó䆋ÙØbš@üi@ðîŒaí‚a†@ðmóïäüš@ói@pòŠbió@óäbîŠbïäaŒ@ãó÷ Tenancy Ces informations concernent vos responsabilités en tant que locataire de la municipalité de Repairs HN general / Homes + Nç‹i@ñ‡äòí—q@ 0191 278 8633 @ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ@Šóè@bî@ñ†ŠíØ@ðäbàŒ Si vous deآن ces informations enدرfrançais dans uneدرﺑﺎره autreاﻃﻼﻋﺎت langue, ،Newcastle. ﺷﻬﺮدارى ﻧﻴﻮﻛﺎﺳﻞ از ﺳﻮىavez ﺳﺎزﻣﺎنbesoin اﻳﻦ.اﺳﺖ ﻋﻤﻠﻜﺮد ﻧﯿﻮﮐﺎﺳﻞ« و ﻫﺎى ﺷﻤﺎou ﺧﺎﻧﻪ » ﺳﺎزﻣﺎن اﻳﻦ eople téléphonez au :ﻫﺎى 0191 8633. @ói@óäbîŠbïäaŒ@ãó÷@m‹ Šòì@óÜ@çbmŒóyŠó ó÷ @NòŠb’@ñaŠü’@ðäbØòìíäb‚@î ‹Ø@üi@çbåï“å–‹Ø@Àbà@ói@pòŠbió@óäbîŠbïäaŒ@ãó÷ دﻳﮕﺮ ﺑﺎ ﺷﻤﺎره ﺗﻠﻔﻦ زﺑﺎن278 ﻳﺎlíngua, ﻓﺎرﺳﻰ زﺑﺎن اﻃﻼﻋﺎت ﺑﻪ ﻧﻴﺎز ﺑﻪoﺻﻮرت .دارد ﻣﺴﺌﻮﻟﻴﺖ اداره ﺧﺎﻧﻪﻫﺎى دوﻟﺘﻰ را ﺑﻪ ﻋﻬﺪه <português> ou noutra queira ligarاﻳﻦ para 0191 در 278 8633. Right to Buy YCH Ces informations concernent notre service location. @óîóè@óÙî†@ðÙ—äbàŒ@Šóè@bî@ñ†ŠíØ@ðäbàŒ Si vous avez besoin de ces278 informations en Nç‹i@ñ‡äòí—q@ 278 8633de .ﺑﮕﻴﺮﻳﺪ ﺗﻤﺎس ٠١٩١٢٧٨٨۶٣٣ 0191 8600 Rent Esta informação refere-se à sua0191 renda. Se @ðäüÑïÝm@òŠbàˆ@ói precisar desta informação em <português> ou noutra françaisqueira ou dans une autre langue, au : 0191 278 8633. @m‹ Šòì@óÜ@çbmŒóyŠó ó÷ @Npara óîa‡Ý—bØüïä@óÜ@Šb’@ñaŠü’@ðÙ—åï“å–‹Ø@íØòì@òí—÷@ðäbØóïmóîb‹qŠói@ói@pòŠbió@óäbîŠbïäaŒ@ãó÷ língua, ligar o 0191 278téléphonez 8633. Tenancy YHN general / Homes + Esta Ces informations concernent Your Homes Newcastleem : qui chargé gérer les logements sociaux Repairs informação refere-se ao8633 pedido de reparações suaest casa. Se de precisar desta informação em Nç‹i@ñ‡äòí— q@0191 278 @ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ@Šóè@bî@ñ†ŠíØ@ðäbàŒ@ói@óäbîŠbïäaŒ@ãó÷ People au nom de ðäbàŒ@ la ou municipalité de Newcastle et para comment nous procédons. Si vous avez <português> noutra queira ligar o 0191 278 8633. ói@ pòŠbió@ @Šóè@ bî@ ñ†ŠíØ@ ói@ óäbîŠbïäaŒ@língua, ãó÷@ m‹ Šòì@ óÜ@ çbmŒóyŠó ó÷ @ Nóîóá—÷@ ð–‹Ø@ ðäbØómóà‚@ óäbîŠbïäaŒ@ ãó÷ besoin de ces Right to Buy YCH Esta informação refere-se direito os langue, inquilinos têm de comprar a sua social. Se informations en français ouao dans uneque autre téléphonez au : 0191 278habitação 8633. Nç‹i@ñ‡äòí—q@0191 278 8633@ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ
0191 278 8455 0191 277 1484
Right to Buy Rent
Tenancy YCH
YHN general / Homes + People
Repairs
YHN general / Homes +
People Right to Buy
Tenancy YCH YHN general / Homes + People
page 2
precisar desta informação em <português> ou noutra língua, queira ligar para o 0191 278 8633. @òìóÝ—bØüïä@ñŠb’@ñaŠü’@çóîý@óÜ@óØ@óîóØó䆋؊bØ@ðmóïäüš@ì@ Your Homes Newcastle @ói@pòŠbió@óäbîŠbïäaŒ@ãó÷ Esta informação refere-se às suas responsabilidades como inquilino social em Newcastle. Se precisar desta informação em <português> ou noutra língua, queira ligar para o 0191 278 8633. @ðäbàŒ@ói@óäbîŠbïäaŒ@ãó÷@m‹ Šòì@óÜ@çbmŒóyŠó ó÷ @NpbÙi@ðmóîaŠóiòí–Šói@Šb’@ñaŠü’@ðäbØòìíäb‚@óØ@òìaŠ‡—q@ñòìó÷@ðØŠó÷ idioma, llame al 0191 278 8633. Esta informação refere-seNç‹ ao serviço0191 de 278 arrendamento. Se precisar desta informação em i@ñ‡äòí—q@ 8633@ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ@Šóè@bî@ñ†ŠíØ 8600 Ésta es información sobre cómo pedir quepara se realicen reparaciones en su casa. Si necesita esta <português> ou noutra língua, queira ligar o 0191 278 8633. Esta informação refere-se a organização información en español oà enYour otroHomes idioma,Newcastle, llame al 0191 278 8633. responsável pela gestão da habitação social em nome e a anossa situação actual. municipal. Se precisarSidesta Ésta es información sobredo losMunicípio derechosde deNewcastle, los inquilinos comprar su vivienda necesita informação em <português> noutra para278 o 0191 278 8633. esta información en españolou o en otro língua, idioma,queira llame ligar al 0191 8633.
Ésta es información sobre sus responsabilidades como inquilino municipal de Newcastle. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633. Ésta es información sobre 0191 278nuestro 8600. servicio de adjudicación. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633. Ésta es información sobre Your Homes de Newcastle, que es la responsable de gestionar las viviendas municipales en nombre del Ayuntamiento de Newcastle, y sobre nuestra manera de hacerlo. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633.
Your Homes Newcastle Limited. Registered in England and Wales. Registration number 5076256. Registered office: Newcastle Civic Centre, Barras Bridge, Newcastle upon Tyne, NE1 8PR. A company controlled by Newcastle City Council. Follow us on Facebook. Search Your Homes newcastle Follow us on Twitter: @NewsfromYHN Designed by: barkingdog design and layout. Printed by: Mosaic Print Management Plc
‘Keep it Out’ We’re working with our partners at Newcastle City Council to back a regional initiative to rid the city of illegal tobacco and protect children from harm. We know that illegal cigarettes are sometimes sold from houses, cars and even shops. Illegal tobacco often brings crime into local communities and it can make it cheaper for children to smoke, making some of them addicted before they’re even teenagers. Illegal tobacco is just like any other form of tobacco – it can cause a high number of health problems and can lead to an early death. We do not tolerate the use of any of the homes we manage for the sale or storage of illegal tobacco. Anyone selling illegal tobacco
from their home is in breach of their tenancy agreement and could face eviction from their property as a result. Newcastle City Council has been working with Her Majesty’s Revenue and Customs, Northumbria Police and the north east regional tobacco control office FRESH, to identify offenders and to seize illegal tobacco supplies.
If you have any suspicions or information about illegal tobacco in your area go to www.keep-it-out.co.uk or freephone 0300 999 0000. You do not have to give your name or address and all information is welcome.
Hi everyone The role of a social housing provider may be changing all the time but services like repairs, letting homes, and dealing with neighbourhood issues will always be top priorities for our customers. In this edition we’ve included a snapshot of our performance in 2016/17, along with pictures from some of the other work we’re doing to help make living in our communities and the city as good an experience for you as we can.
tenancy agreement have proved popular with customers and will be introduced next April. You will no longer get your ‘rent free’ weeks but your weekly rent payment will reduce as you pay the same overall amount, just over a 52 week period.
Overall, it’s a positive picture and I’m confident that the work we’re doing behind the scenes at YHN will make things better for our customers now and in the future! You can read more on our website (www.yhn.org.uk) about the changes we’re making, including a new Customer-led Committee, which will have a direct line to YHN’s Board.
And if you’ve been thinking about making the shift online, but would welcome a bit of help, we’re continuing to offer free computing and internet training courses – why not give it a go?
Elsewhere in the edition, we’re pleased to report that the changes proposed to the Council’s
Many thanks
Tina Drury Managing Director, Your Homes Newcastle
page 3
page 44 page
2016-2017: A YEAR IN REVIEW 1. REPAIRS AND MAINTENANCE SERVICE
6. CUSTOMER SERVICE AND COMPLAINTS
94,782 responsive repairs completed on average in 5.15 days at a total cost of £9.366 million
• 400 complaints reported one six
• 11,416 emergency repairs • 28,872 urgent repairs • 45,918 routine repairs • 8,576 external repairs Total cost to the maintenance service was £20.661 million
• 347 responded to on time • 138 justified/upheld The Survey of Tenants and Residents (STAR) told us that 83% of customers were satisfied with YHN. We learned that listening to people’s views and acting on them is a key driver in how our customers rate our services.
7. ADVICE AND SUPPORT
Collected £110.26 million in rent for Newcastle City Council’s Housing Revenue Account (99.63%)
We’ve supported 2,640 customers, helping them access £6.16m of benefits and grants.
8,838 customers were paying rent by Direct Debit 1,797 customers were receiving Universal Credit 197 customers were affected by the Government’s benefit cap
We’ve been busy preparing people for benefit change. Over 180 residents attended a Universal Credit roadshow, focus group or spoke to us directly about their experience of benefit change at events held between June 2016 and January 2017.
We’ve rehoused 77 refugee households into tenancies including 16 families as part of the Syrian vulnerable persons scheme and 10 Afghani interpreters.
seven
Collected £3.95 million in rent for Leazes Homes (99.98%)
two
2. INCOME
3. ALLOCATIONS
8. YOUNG PEOPLE’S SERVICE
2,083 properties let • 126 bungalows three
• 716 houses
eight
• 415 low rise flats • 437 mid rise flats
We’ve supported 963 young people in a range of ways including providing a home in our Hostel and supported accommodation, floating support for customers in their own tenancy and homelessness prevention support.
• 389 high rise flats
4. LEAZES HOMES
5. INVESTMENT DELIVERY
10. NEWCASTLE FURNITURE SERVICE (NFS)
£51.6m spent on investing in tenants homes • 308 kitchens • 99 windows
ten
• 897 doors
• 584 roofs five
• 1,195 new bathrooms
TREE TOP VILLAGE
page 5
The Lord Mayor of Newcastle was joined by local lad and former footballer Lee Clark when Newcastle City Council officially opened their newest award winning development exclusively for older people in the heart of Walker back in June. Inspired by Dutch principles of ageing well, the development combines high quality accommodation with leisure facilities.
Our 24 hour response service enables people to live safely and independently in their homes. We attended 4,423 emergency response situations.
nine
The apartments and bungalows at The Grove are available to those over 55 and provide support to older people with particular care needs, with care packages available to help residents live comfortably and independently for as long as possible.
9. OSTARA
four
We provide housing management to Leazes Homes who provide high quality, affordable accommodation for people in need in Newcastle. Their latest development, part of a wider new community called The Grove, was opened in Byker. The accommodation includes 36 high-specification apartments as well as 6 two bedroom bungalows.
NFS lease furniture to council tenants as well as other housing associations and organisations. Their furthest contract, the Gwalia contract, is located an impressive 700 mile round trip away! As of 31/03/17 NFS was supplying: • 5,157 furniture packs (HRA) • 5,313 furniture packs (HRA and Leazes Homes) • 25+ rental contracts • 10+ sales contracts
www.yhn.org.uk
Like to hear more about any of these? Phone 0191 278 8600 or e-mail communicationsteam@yhn.org.uk
2016 - 2017
LIVING IN OUR COMMUNITIES AND THE CITY KEEP IT TIDY We were part of the Great British Spring Clean campaign. Over the course of a week in February we held 13 litter pick events, with assistance from Newcastle City Council for the waste removal and with some elbow grease help from local residents.
MANAGING ESTATES
CUSTOMER SERVICE MONTH
Tenancy and estate management is always a priority for our customers
During October 2016 customers told us lots of things about their customer experience. They told us that complaints should be dealt with quicker and that customers should be at the heart of the process. We took this on board and launched a new, streamlined complaints procedure in April 2017.
Last year there were: • 2,652 cases of ASB resolved (99.1%) • 769 community cases • 1,027 environmental cases • 71 personal harm cases • 232 online reports of ASB • 262 downloads of our new Noise App
Customers who visited their local Hub told us what they thought of the service they received. From this they scored the service from our Hubs 4 out of 5. You felt staff were knowledgeable and helpful and the main improvement area was to reduce waiting times. We’ve taken this on board and the likes of the West End Hub has introduced new queue busting techniques which are working well.
We proudly collected 458 bags of litter. Working with local schools, community groups, councillors, businesses such as McDonald’s and Greggs, Enviroschools, Safe Newcastle, Neighbourhood Wardens, Community Payback, Northumbria Police and many more.
EMPLOYABILITY AND TRAINING Our Employability Team goes from strength to strength, helping more customers get into training and employment. They even won a CIPD award for their efforts.
We learned that different areas across the city have different issues with litter. Some areas are littered heavily with empty alcohol bottles, whilst others are predominantly cigarette butts.
Last year:
YOU’VE GOT THE POWER Another successful scheme was held with officers out and about talking to residents and community groups, they were encouraging them to vote for projects that would receive a slice of the £1 million up for grabs to make improvements to estates for the good of all residents. The scheme saw: • 500 votes cast for community and environmental projects • 51 projects commissioned for work including the installation of planters within the communal garden at Moor House, Stanhope Street, the replacement to the grass verges at St Anthony’s Road, Walker and the provision of a secure cycle storage unit at Greenville Terrace, Shieldfield. The project is still continuing to deliver projects from previous round as the good work continues.
page 66 page
ENGAGEMENT AND HAVING YOUR SAY
• 65 tenants were recruited by YHN to work in services ranging from environmental services through to administration and business support: 83% (54 tenants) have gone on to further employment
In July 2016 we launched our involvement Facebook group ‘YHN - Chit Chat’. It has gone from strength to strength. Join the conversation today!
• We provided employability support for 239 customers across our two Learning Hives in Walker and Newbiggin Hall
Our five local housing offices set up new local Facebook pages for local enquiries and to share information about local events and activities. Search yhn housing services @ Kenton, East End, West End, Outer West or Walker to join your local page.
• Over 400 customers attended digital training courses
Nearly 3,000 views were gathered last year on issues such as managing your rent account, digital and online skills, applying for and moving home and environmental issues. Sign up to our involvement newsletter to find out what customers told us and what we’ve done with their feedback by emailing getinvolved@yhn.org.uk.
• We delivered over 350 volunteer hours in support of a range of community projects, including providing careers advice and guidance in schools and preparation of food parcels for Fareshare
www.yhn.org.uk
page 7
Changes to your tenancy agreement We’ve been working with Newcastle City Council to make changes to the current tenancy agreement so that it better reflects the lives of tenants and their priorities. Between 26 June and 24 July tenants received a ‘Preliminary Notice of Variation’ which explained the changes and were given the opportunity to tell us what they thought. The proposed changes included: • Changing rent payments to a 52 week payment cycle (currently 49 weeks). You will no longer get your ‘rent free weeks’ but your weekly rent payment will reduce as you pay the same amount, just over a 52 week period. 49 weeks – old system
52 weeks – new system
Weekly rent
Annual rent
Weekly rent
Annual rent
£75.90 x 49 =
£3,719
£71.52 x 52 =
£3,719
It will also bring your rent more in line with the housing cost element payments through Universal Credit
Your annual rent will remain the same, but, on average, you will pay £4.38 less each week
• A stronger clause about domestic abuse and violence to allow us to take action against perpetrators even if they have moved out of the property.
• A stronger clause about your responsibilities for looking after gardens and fences. We know that the appearance of gardens can impact heavily on how people feel about where they live. • Updating the Data Protection clause in line with new regulations and ensuring you are clear about what we will do with your information. Please be assured that we will only process or share your information where it is necessary to manage your tenancy or to comply with the law. If we need to use your information for any other reason we will ask for your consent. Talking to you about the changes There were lots of ways for you to have your say, including using a dedicated website page, email address and watching information videos. We also held focus groups, roadshows and posted regular updates on Facebook and Twitter.
Your tenancy agreement is changing
page 8
Your feedback The great news is that, with over 90% of tenants who responded with feedback agreeing to the proposed changes, the Council has approved the new tenancy agreement.
Your feedback will also be used to improve the information and support tenants receive at signup and throughout their tenancy. What happens next? The new tenancy agreement will now come into effect on 2 April 2018. You will receive a copy of the new tenancy agreement and a ‘Notice of Variation’ which will confirm the changes that have been made.
Over 90%
of tenants who responded with feedback agree with the proposed changes
We received lots of useful feedback, which has helped us to come up with the final version of the tenancy agreement.
You don’t need to sign the new agreement, it will simply replace the existing one. We’ll be sharing more information about the finalised version of the tenancy agreement and what all the changes mean next year, and there’ll be further advice and available at this time. In the meantime if you have any enquiries please contact your local housing hub.
All the information about the changes to the tenancy agreement is available at www.yhn.org.uk/tenancy
Have your circumstances changed within the last 12 months? Here at YHN, we aim to keep accurate records for all of our customers to make sure we’re providing the most appropriate services and keeping them as safe as possible. But we can’t do this on our own – we need your help to keep our records up to date! If you have experienced any change to your health and wellbeing, whether this is to your physical or mental health, we suggest you contact your local housing office so your household details can be updated. We work closely with partners such as the Tyne and Wear Fire and Rescue Service and
this information could also help to identify any vulnerable residents living in our homes across the city. You’ll find contact details for all of our local offices on page two of this newsletter, please help us to maximise the support you could receive whilst living in a YHN managed home.
page 9
It’s a #CrimeNotToCare when it comes to getting rid of your rubbish We’re working with Newcastle City Council and the environmental charity Keep Britain Tidy to help Newcastle householders understand the risks they take when they fly-tip.
What is fly-tipping? Fly-tipping is dumping waste illegally and is usually done by people trying to avoid paying for it to be disposed of properly. It has a huge impact on the appearance of estates and how people feel about where they live. It includes: • Leaving rubbish on the street, in back lanes, fields, parks, outside bins and at the bottom of multi-storey blocks. • Leaving rubbish outside of your property for scrap collectors to pick up. • Giving your rubbish to unlicensed waste carriers, such as a ‘man with a van’ that you might find on Facebook. If they aren’t licensed and end up fly-tipping the waste, it’s the person who the rubbish belongs to that will be held responsible. Why is it a #CrimeNotToCare? #CrimeNotToCare is a Keep Britain Tidy initiative set up to help people understand that fly-tipping is actually a criminal offence and that people who don’t dispose of their waste properly face a fine and a criminal record.
page 10
And because it is a criminal offence, anyone who witnesses fly-tipping should report it to Envirocall to be investigated (0191 278 7878, www.newcastle.gov.uk). But you won’t really get in trouble, will you? In the last three years, Newcastle City Council has taken 596 prosecutions and 818 Fixed Penalty Notices for fly-tipping and other similar offences which has resulted in 2,360 hours of community service, 50 months of imprisonment and almost £200,000 in fines. What are the alternatives? • Contact Envirocall (www.newcastle.gov.uk) to arrange a bulky waste collection. Costs from £10. • Take your rubbish to a household waste and recycling site (details at www.newcastle.gov.uk). Free of charge. • Donate suitable items to charity – many local charities also offer a free collection service. Free of charge. • Use a waste collection service – prices vary but you should always check their license with the Environment Agency www.gov.uk (search ‘waste carriers’).
Everyday Heroes – our new staff recognition scheme Tell us about a member of the YHN team who really makes a difference – you could win £25! We’re really proud of the team we have at YHN and we love to hear how they make a difference to our customers. Has someone provided you with excellent customer service, or gone out of their way to help with something? Or maybe one of our colleagues has offered advice and support during a difficult time?
If you think one of our team has gone the extra mile, why not nominate them for our Everyday Hero awards? As a thank you for taking the time to nominate, every three months we’ll put all nominations in a prize draw and one person will win a £25 Eldon Square voucher.
Send your nominations in to the Freepost address below, or email communicationsteam@yhn.org.uk.
Nomination form Name of person you are nominating: Their job role: Reasons for nomination:
Your details Name: Address:
Telephone: Please return to: Communications Team, Freepost RTJE-YLHB-RUYK, Your Homes Newcastle, YHN House, Benton Park Road, Newcastle upon Tyne, NE7 7LX
page 11
Ostara Your local provider of 24 hour response and support services Try us free for six weeks 3 24 hour service, 365 days per year 3 Prices start from ÂŁ5.95 per week with unlimited usage 3 Free installation with no set-up costs 3 Free cancellation at any time 3 Menu of equipment to meet individual needs 3 Local provider based in Newcastle upon Tyne 3 Fleet of response cars and team of response officers based in Newcastle always on hand Ideal for people who live alone or are in poor health or worried about falling
Free six week trial
Request a free information pack or book your free no obligation six week trial now quoting Homes & People.
contactus@ostara.org.uk 0191 277 7470 www.ostara.org.uk No set-up or cancellation charges for free trial apply. Ostara must be notified within six weeks of installation date to cancel the trial without incurring any charges. Subject to availability. Ostara reserves the right to withdraw this offer at any time. Visit www.ostara.org.uk for more information.
page 12
SIFTing through In our last issue we encouraged you to join a scrutiny pool set up by your landlord, Newcastle City Council, so you could help make sure the services we provide to you on their behalf are as good as they can be. The scrutiny pool has some new members now and they’re collectively known as SIFT (Scrutiny Involvement for Tenants). They completed an investigation into YHN’s enquiry centre and recently went through their findings with us. We’re working with our staff to respond to the recommendations of SIFT. One of the things they suggested was that we remind customers of the services they can get from YHN, the organisation responsible for managing properties on behalf of
Newcastle City Council, and those that they need to go directly to the council, their landlord, for – we know it can be confusing so we’re happy to oblige! The boxes below show an overview of the services provided by us, and by the council, but you can find out much more on both of our websites, where you’ll also find a big list of things you can do online too.
Contact YHN to:
Contact the council to:
• Apply for a home
• Discuss your benefits and Council Tax
• Pay your rent
• Report fly-tipping, littering or other environmental concerns
• Report a repair at your council home • Report anti-social behaviour in your neighbourhood • Find out about the advice and support we can provide, including relating to budgeting
• Discuss any issues with rubbish collection or organise to have bulky or garden waste collected • Apply for a parking permit or “Blue Badge”
• Discuss any issues if you’re a leaseholder
• Enquire about pest control services
• Request support from our Garden Care service
• Discuss snow clearance and gritting
• Discuss how our Ostara telecare service can provide support to vulnerable people
• Report a problem with street lighting
• Report a concern about someone who may be a victim of abuse
• Report benefit fraud
• Report and abandoned vehicle
If you want to find out more, or to receive a full copy of the report into our enquiry centre, please get in touch. You can do this by ringing Eileen on 0800 612 8280 or emailing Eileen.a@engage3.org
Save time, do it online! We recently launched a new online system for reporting anti-social behaviour, which allows you to send us information at any time of the day or night, as often as you need. You can register your details easily online through the link on the front page of our website. Once you report a case to us you can then track it to see what’s happening by logging into your account. You can also report repairs easily online, and we’d encourage you to do so as we’re jointly responsible for repairs to your home – we do the work, you make the reports! You’ll also find links to the repairs portal on the homepage of our website.
page 13
Looking for work? Let us know YHN has a dedicated employability team in place to help support our tenants into work. Whatever your situation, whether you have been out of work for years or for weeks, we will be able to help. We have a range of opportunities currently available including: • Working for YHN through our Your Homes Your Jobs programme
• 1-2-1 support with CVs, application forms, job searching and interview preparation
• Apprenticeships for young people aged 16-25
• IT help to get you more confident and comfortable using a computer and the internet
• Lots of links with employers giving us access to vacancies in areas such as hospitality, customer service, care work and construction
So, if you’re looking for work at the moment, or if you need some support to develop your skills and experience, then contact us by either: 0191 2773667
07814753088
employabilityteam@yhn.org.uk
Working with Excelsior Academy We are working with Excelsior Academy in Scotswood to help students get work experience through helping tenants learn basic computer skills and use the internet. Students will be on hand to help you learn things such as how to keep in touch with family and friends and how to stay safe on the internet. Sessions will last around 2 hours and will be held at Excelsior Academy. If your first language isn’t English we can still help - some of our students can speak other languages and they want to help with that too!
If you are interested and want to find out more please text “champ” to 0781 578 4037 or call 0191 278 8600. You will get £5 expenses and refreshments will be provided.
Get online with YHN’s free training courses Learn My Way, Basic Computing Develop basic computing skills and learn how to access and use the internet with this two-part course.
Techy Tea Parties Bring your tablet or smartphone to our informal session and find out how to get the most from it! When? The second and the last Thursday of each month, 2pm-3:30pm
Both courses are FREE and take place at Newcastle City Library. Details are on the homepage of the YHN internet (scroll along ‘What’s happening at YHN’). You can also call 0191 277 4100 to book your place. You’ll need an email address to book online – if you don’t have one you can use getonline@newcastle.gov.uk Please note: If you have an iPad you’ll need to bring your Apple ID; if you have a tablet you’ll need your email address and password.
page 14
£25 prize wordsearch This edition we have done something a little different with the wordsearch. You must complete the puzzle which contains words found throughout the newsletter. All the words appear in our Annual Report on pages 4-7. But – one of the answers is missing. To enter the competition all you need to do is identify which word is NOT in the wordsearch then text or email us your answer. Good
J A N Y U U M P H E Y S E Q E W E W A X X P I A R F Y U O Y G T R F U M W L Z D I G I T A L T R A I N I N G K K E T O C N Q X E K M L U H C I O M T E C H I T C H A T V L R G H V D B J R E B S E V I H G N I N R A E L R E W O P E H T T O G E V U O Y R S N L A I P B Z N V T G L P C J N S N D H E K Y E R K Y W C G O B Y Q A O D Z L E M A R I A Z E P T K L V L I N A M H C Y R L T R U F E O M S C T O B I L D L I A A A G V E X C N R A I S L F D A A H T U I X R V M J E C S P A I V N S R J S N N T B O O D O E Y Q Y G E M J K C O N T D C C I L A L T P R S M H Z P A K A I A S T L P G B A G Q P W I Y K T G W D Y M A P E F E Z T K J B R M A O X U Y L R
Annual report
Fareshare
Allocations
You’ve got the power
Digital training
Income
Tree Top Village
Keep Britain Tidy
Lee Clark
ChitChat
Gwalia
Ostara
Learning Hives
Universal Credit
Noise App
Send the missing word along with your name and address to: Email: communicationsteam@yhn.org.uk Text: 07815 784 037 By Friday 1 December 2017. Please note: competitions are only open to tenants and leaseholders with no rent arrears.
page 15
I need some help with… My money - Advice and Support team 0191 277 1144 Whether it’s help with money management, budgeting, benefit changes, paying your rent, or paying off debts, don’t worry in silence. Call us today or speak to your local tenancy and estates officer who can refer you if you prefer.
£
3
Getting a job – Employability team 0191 277 3667 employabilityteam@yhn.org.uk We offer paid work-based training to unemployed customers. We also offer apprenticeships and a range of employment advice. My energy use – Energy for the Future team 0191 278 3842 energy@yhn.org.uk Making a few changes in your home could reduce your energy bills. Call us for more info or to arrange a home visit. My garden – Garden Care service 0191 278 8600 gardencare@yhn.org.uk We can help keep your garden tidy, from one off jobs to regular maintenance. You might not even have to pay for this service if you are receiving certain benefits. Getting online – help, guidance and training 0191 278 8600 Whether it’s the first time you’ve switched on a computer or you’re worried about dipping your toe into online surfing, we can help. Visit our website page www.yhn.org.uk/i-need-support/help-to-get-online/ for more information. Getting involved - Customer Involvement 0191 278 8600 getinvolved@yhn.org.uk By being involved you can help shape the decisions that affect you, your home and your community. To find out what we are talking to customers about and how you can give your feedback and share your views please get in touch. Living independently and finding my feet - Young Peoples’ Service 0191 277 1190 youngpeoplesservice@yhn.org.uk We support young people, aged 16-25 years old, in Newcastle by helping them to find accommodation and providing the advice and support they need to live independently. Living safely, remaining independent - Ostara 0191 277 7470 contactus@ostara.org.uk Our 24hr response and support service enables you to live safely and independently in your own home. We provide alarm equipment such as pendant alarms and fall detectors that will alert the 24hr response centre if you fall, feel unsafe or unwell at home.
Your Time Your Space
Living safely, remaining independent – Sheltered Schemes 0191 278 8585 shelteredhousingservice@yhn.org.uk We manage 24 sheltered developments across the city. If you are looking to live independently within a safe and secure environment, we can help.
Follow us on Facebook. Search Your Homes Newcastle
Follow us on Twitter: @NewsfromYHN