Pocket Guide 2010/11
Wolverhampton Homes Registered Office: Hickman Avenue Wolverhampton WV1 2BY Tel: (01902 )556789 Fax: (01902) 553055 Minicom: (01902) 551822 www.wolverhamptonhomes.org.uk Vat No: 864 9982 52 External Auditors Baker Tilley Internal Auditors: Mazars Bankers Co-operative Bank plc Chief Executive: Lesley Roberts Secretary: Philip Toni
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Wolverhampton Homes Limited, a company controlled by Wolverhampton City Council and limited by guarantee. Registered in England and Wales No: 5441967
Contents Wolverhampton Homes
Wolverhampton Homes Board and Management Team
Information on Service Areas
Page
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5
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Investing in the Future
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Governance
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Facts and Figures
Customer Feedback - Complaints and Compliments Glossary of Terms Main Offices
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Contacts
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Useful websites
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Useful Contact Numbers
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Mission:
Wolverhampton Homes
Providing people focused, excellent services and good quality housing according to individual needs and choices wherever possible
Vision:
Being the landlord of choice in Wolverhampton and supporting sustainable communities
Values:
Putting the customer first, working together, being progressive and inspirational, embracing learning.
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In relation to the homes it manages, the activities carried out by Wolverhampton Homes include: ● management of the Housing Register, Homes in the City ● reletting empty homes ● rent collection and arrears recovery ● tenancy and estates management ● caretaking and concierge services ● management of leasehold properties ● home sales ● telephone and face-to-face customer contact services ● tenant and leaseholder involvement ● management of garages ● maintenance of properties – asset management planning, preparing and monitoring the investment programme, planned and cyclical maintenance and responsive repairs
Wolverhampton Homes Board and Management Team
Tenant Members
Liz Ashwell
Graham Dodd
Sue Roberts Chair
Ann Ramsbottom
Gary Taylor
Council Members
Sue Constable
Steve Evans
Hazel Keirle
Tersaim Singh
Peter Wilson
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Independent Members
Kevin Fearon
Dr Peter Knight
Dr Mary Griffiths Vice-Chair
Shaun Philpott
Gurbux Singh
Senior Management Team
Lesley Roberts Chief Executive
Shaun Aldis
Director of Property Services
Sue Kunynec
Director of Human Resources 6
Philip Toni
Director of Finance
Mark Henderson Director of Housing
Margaret Wright
Director of Performance and Customer Services
Information on Service Areas
Area Maintenance Teams – we have two response repairs teams, one in the south of the City (based at Parkfields) and one in the North of the City (based at Chetton Green). These teams undertake all responsive repairs and zoned repairs including gas and electrical work and aim to complete repairs in one visit. Our electrical services have NICEIC registration and our gas services are Gas Safe Registered. The Area Maintenance Teams complete all routine, urgent, emergency and programmed repairs to all properties and communal areas managed by Wolverhampton Homes.
Communication - The Communications Team supports both Wolverhampton Homes’ internal and external communications. Internal communications includes staff newsletters, e-bulletins and external communications includes media relations, tenants' newsletter, posters and leaflets, briefings, conferences etc.
Community Partnerships Team – our Community Partnerships Team includes tenant participation and equality and diversity. We are actively working to get more tenants and leaseholders involved in shaping our services through a variety of ways including ‘get together’ meetings. The equality and diversity team supports staff and service users on all equality matters. The team is responsible for monitoring and reporting performance on equality and 7
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diversity to Wolverhampton Homes’ Board and the City Council and works to ensure equality and diversity is mainstreamed across all services provided by Wolverhampton Homes.
Contracts and Compliance - responsible for the commissioning and procurement of the repairs service on behalf of Wolverhampton Homes. It manages and coordinates the Wolverhampton Homes’ capital programme including 'non domestic' assets and undertakes large scale complex technical schemes, for example:- legionella, structural work, servicing and repair of passenger lifts, flatted estate fire prevention strategy and Tenant Management Organisation retained responsibilities. The schemes and work undertaken are funded from both capital and revenue budgets. The provision of gas servicing to our housing stock are managed through the central team which also maintains the smoke alarms.
Customer Services - this division comprises a telephone contact centre, ‘Homes Direct’; the resource planning team, which manages repairs appointments; and six one stop shops (City, Bilston, Wednesfield, Low Hill, Merry Hill and Heath Town) for face-to-face enquiries.
The contact centre, Homes Direct, is our overarching contact point and deals with all types of housing and repair enquiries received by phone, fax, e-mail, web, 8
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minicom and text. Our aim is to deliver all front-line customer services to a consistent standard and to deal with as many enquiries at first point of contact. The One Stop Shops deal with all types of housing enquiries, payments and have courtesy phones for reporting repairs and contacting Council services. There are two one-stop shops (City and Bilston) where enquiries and cash payments are separated to speed up transaction times and also provide computer kiosks for on-line transactions. Decent Homes – is responsible for managing the delivery of the Decent Homes Programme by our three partners. The Wolverhampton Homes’ team includes construction, housing management and health specialists in order that it can respond to technical issues whilst maintaining a focus on the needs of the tenant affected by the works being carried out in their home.
Finance Management – is responsible for the Value for Money Strategy and the annual Value for Money action plan. Management the company’s mainframe system of FMIS, operation of the bank account and all of the company’s finance functions. These include systems, financial training, treasury management, monitoring of budgets, income and expenditure, annual budget, setting and production of company accounts and administration and payment of all taxation and pensions.
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Information on Service Areas continued
Governance – supports the Board and Chief Executive and provides administrative and secretarial support to Senior Management Team members.
The Governance Section facilitates board meetings, committee and panel meetings. It is also responsible for the training and development of Board members. This section provides a reception point at Hickman Avenue, which includes distribution of post and ordering of stationery for the whole organisation. Health and Safety - co-ordinates Health and Safety matters, carries out audits including landlord duties and responsibilities, undertakes training and induction and provides advice on health and safety issues. It promotes a positive health and safety culture that allows staff, contractors and customers to operate safely and eliminate risks to their health. It undertakes risk assessments with managers, conducts accident investigations and provides awareness training on a range of topics e.g. asbestos, manual handling, first aid. Housing Operations - responsible for the main landlord functions of Wolverhampton Homes at an operational level
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Concierge Service - Responsible for maintaining our high rise flatted estates 24 hours a day, 7 days a week. Concierge teams provide a local customer
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service undertaking CCTV surveillance, daily fire and health and safety checks, complete security patrols on estates to ensure they are clean and safe and carry out general maintenance and cleaning works, fire safety inspection and cleaning duties in communal areas.
Estate Services - responsible for our locally based caretaking service including inspections of estates, rubbish removal, removal of graffiti and cleaning as well as managing the delivery of the grounds maintenance and arboricultural services for Wolverhampton Homes managed land via our appointed contractor Continental Landscapes.
Homes Sales and Leases – deal with all aspects of the Right to Buy scheme for council homes as well as the management of leasehold flats (flats purchased under the Right to Buy Scheme) and commercial premises (shops). It is also responsible for the Tenants Home Contents Insurance Scheme. The leasehold section also offer Leaseholders the opportunity to buy into our gas servicing programme. Lettings – manage Homes in the City, a choice based lettings scheme on behalf of WCC. Advertises homes “Estate Agent Style”, including RSL nominations, a small number of RSL properties and private landlord scheme properties. Ensure that homes are let quickly reducing rent loss
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Information on Service Areas continued
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and that feedback is available on homes previously advertised. Supports applicants to join HITC and bid for homes and offers housing option advice. Rents Management - responsible for the charging and collection of rents and supports our housing teams in the collection and recovery of rents. Develops strategies and partnerships to help tenants meet their obligations with regard to rent and to promote financial inclusion. Examples of partnerships including Housing Benefits, Credit Union, advice, welfare benefit and support organisations. The team represents the organisation in court proceedings for rents, collects former tenant debt and other housing charges.
Operates annual rent review, arrears fortnights and regular rent statements. The team also produces performance monitoring statistics for all aspects of rent collection and carries out priority management work.
Tenancy and Estate Management - the teams are responsible for tenancy and estate management landlord functions work to ensure that all aspects of the tenancy agreement tenants are being met. The teams deal with arrears and income collection, respond to complaints of anti social behaviour and address other tenancy breaches in relation to the
Information on Service Areas continued
occupation and condition of both property and gardens. In conjunction with partner agencies, the teams also conduct Estate Inspections which look to improve the standard of estates by the use of Estate Inspection and Minor Works funding.
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Tenancy and estate management teams also work proactively and in partnership with key agencies to support vulnerable tenants to sustain their tenancies.
Voids – responsible for surveying all empty homes, co-ordinating and carrying out repairs on empty homes to prescribed targets particularly the lettable standard, within pre-determined timescales. Ensures that all Health & Safety legislation is adhered to, carrying out inspections to ensure prospective customers are aware of the energy rating within their new home. Carries out preleaving inspections on 100% of properties where the tenancy is coming to an end and the current tenant will be vacating.
HR Policy, Learning and Development the team develops, organises and undertakes training and development activities that support business objectives including the management and leadership development programmes and corporate induction. The team also commissions external training, NVQ's and external courses. The team develops and revises HR and learning and development policies
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Information on Service Areas continued
and designs and implements employee surveys and consultation methods. They also manage the Decent Homes employment and training activities and our National Skills Academy for construction status.
Human Resources Operations - provides a day to day Human Resources service which promotes and maintains good employment practices which are fair and consistent and provide equality of opportunity for all staff. The HR team deal with all staff terms and conditions such as job roles and grades, holiday entitlements and pay. It includes functions such as organisational change, recruitment, management of attendance, discipline and grievance and capability procedures.
The HR Team also work closely with the Occupational Health Nurse who is on site three half days a week to give advice and support on medical matters to employees and also in promoting Well Being Initiatives across the organisation.
ICT – responsible for taking forward IT within the organisation by identifying new opportunities to use IT for the benefit of the business. Developing and maintaining services/systems to meet organisational and customer needs. Support of over 20 sites including desktop support for all office based staff, operation of Northgate and mobile working. Also responsible for
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facilitation of ICT training, scanning services and document retrieval. ●
Support Services - scans documents such as housing applications and tenancy agreements onto scanfile for all district offices. Details of successions, exchanges and ASB cases are also added to records which can be reproduced for legal purposes.
Materials Management – supply of materials is provided by Travis Perkins.
Policy & Performance Section is part of the Performance and Customer Services Division and supports service improvement across the whole organisation through the Business Improvement Team, Customer Feedback Team and Performance Monitoring Team, as follows:
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Business Improvement team maintains Wolverhampton Homes Management System & Document Library and accreditation of it to the ISO9001. They help develop procedures and audit the effectiveness of these and compliance to ISO standard. The team also supports the organisation’s ISO14001 (environmental) standard.
Customer Feedback Team – manages compliments & complaints, member enquiries, appeals, petitions and enquiries from the Local Government Ombudsman. In addition the team is responsible for the collation and analysis of all customer satisfaction surveys.
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Performance Monitoring Team monitors performance across whole organisation. Responsible for verifying methodologies for collection of all performance indicators, and accuracy of data. Works with the finance team on benchmarking Wolverhampton Homes against other social landlords through Housemark and other benchmarking services. Liaises with Wolverhampton City Council on progress made against Wolverhampton Homes annual delivery plan.
Procurement and Asset Management responsible for the commissioning and procurement of the repairs service on behalf of Wolverhampton Homes. It manages and co-ordinates the Wolverhampton Homes Capital programme including 'non domestic' assets and undertakes large scale complex technical schemes, for example:- legionella, structural work, servicing and repair of passenger lifts, flatted estate fire prevention strategy and Tenant Management Organisation retained responsibilities. The schemes and work undertaken is funded from both Capital and Revenue budgets.
Projects Section – this team manage our major and minor contract work to housing. They also deliver planned improvement projects such as heating replacements and external improvement work large fire 16
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damage repairs, extensions and other nonresponse repairs. The section carry out the installation of adaptations for disabled tenants using our own specialist installation team. The Asbestos team is also based within the Projects Section and is an HSE approved licensed contractor and undertakes asbestos removal, encapsulation and other specialist asbestos related work for Wolverhampton Homes, Wolverhampton City Council and other external organisations. The section is based at Tarmac Road. Stock Investment Section – develops and manages the Decent Homes Programme delivered by our three partners. Co-ordinates all programmes contributing to Decent Homes. Manages the development and standardisation of specifications for all maintenance and improvement activities.
Tendering & Commercial - prepares and submits prices for construction related work to Council dwellings including minor works schemes, disabled adaptations, structural repair works, fire damage repairs, etc. Monitors and carries out reviews of schedule of rates used for internal and external charging. Prepares invoices and accounts for work carried out for external customers, such as minor works, capital schemes and specialist services.
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Transport – co-ordinates WH replacement vehicles, works with managers to maximise efficient use of vehicles and works with the transport provider to improve on fuel efficiency. Maintains vehicle records and provides information to operational teams on vehicle service schedules, agree costs and approves all work chargeable.
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Investing in the Future
Wolverhampton Homes launched its Decent Homes Programme in 2007, with the aim of ensuring that all Council properties meet the decent homes standard by the end of 2012. Communities and Local Government department (CLG) provided the funding required (£288m) to meet the Decent Homes Standard. Wolverhampton Homes appointed three contractors to carry out the Decent Homes work: ●
Bullock Construction
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Thomas Vale Construction
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Frank, Haslam, Milan
To pay for the provision of its landlord services for Wolverhampton’s council housing stock, Wolverhampton Homes receives a management fee from the City Council. Wolverhampton Homes collects rents and service charges on behalf of the Council.
In addition to the CLG funded Decent Homes Programme other housing capital investment is provided through an annual housing capital investment programme.
Wolverhampton Homes focuses on business effectiveness and customer service and emphasise these dual aims through its business planning processes. Our performance is monitored by Wolverhampton City Council and the CLG, but most importantly by the tenants and leaseholders who are the customers of our service.
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Investing in the Future continued
It is vital that Wolverhampton Homes sets clear, stretching but attainable targets and goals that meet the aspirations and needs of our customers, stakeholders and staff.
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Facts and Figures
Facts and figures – Wolverhampton Homes through its local offices manages 20,988 tenancies (as at July 2010). We also manage 5,122 garages of which 2,962 are let, and 257 shops.
We spend approximately ÂŁ17 million a year on repairing council properties and ensure that every council gas appliance is serviced annually. Homes Direct receives over 290,000 calls annually. The categories of response repairs and timescales are listed below: Emergency 2 hours, 24 hours, same day
Urgent to be completed within 5 working days
Routine to be completed within 20 working days
Zoned to be completed within 90 calendar days
We have approximately 714 employees (at August 2010).
We collect ÂŁ80m a year in rent and service charges and take recovery action when accounts fall into arrears.
We provide a wide range of ways to pay. Direct Debit is Wolverhampton Homes preferred method of payment. Over 2,500 customers have chosen to pay their rent this way. All of our high rise flatted estates are covered by the Concierge Service who provide surveillance and monitoring services
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Facts and Figures continued
24 hours, 7 days a week and undertake daily health and safety checks at each of the 48 high rise blocks. There are currently nine concierge offices, with each estate allocated a team of officers reporting to a site supervisor operating throughout a 24 hour shift rota. They maintain the security of the blocks of flats by using CCTV and door entry systems, and complete some minor repairs in tenants’ flats and communal areas. Concierge officers remove rubbish and/or arrange for collection. They clean communal areas when required and provide general customer advice on the estate.
Continental Landscapes working in partnership with Wolverhampton Homes cuts 23 million square metres of grass throughout the year (equivalent to 3,245 full size football pitches), and are responsible for approximately 150,000 trees generating over 2,000 tree enquiries. We respond to 3,300 reported incidents of fly tipping, removing over 600 tonnes of rubbish, and have responded to over 160 reported incidences of graffiti. We have cleaned over 15,000 communal landing/foyer.
Our Equalities and Diversity Section facilitates the Equality and diversity steering group and provides support to officers dealing the racial incidents.
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In conjunction with the Social Services Department, we adapt properties for people with disabilities in Council and private accommodation.
Facts and Figures continued
From 1 April 2009 to 31 March 2010 we have carried out 359 new disabled adaptation installations to council properties, 969 disabled adaptation repairs, 389 private adaptations, and installed 472 level access shower trays. This work can range from the supply and fixing of a simple grab rail, step, ramp or hardstanding to complete refurbishment of bathrooms. During the Decent Homes Programme we will spend ÂŁ288m between 2007 and 2012 on improvements including 16,000 kitchens, 10,000 bathrooms, 18,000 rewires and 8,000 heating systems, plus external and environmental work.
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Governance
The Board of Wolverhampton Homes has a membership of 15 Directors (5 x Council Board members, 5 x Tenant Board members and 5 x Independent Board members). Wolverhampton Homes has established four Board Committees, as follows: ●
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Audit Committee (Chair: Shaun Philpott)
Business Improvement Committee (Chair: Sue Constable) Finance Committee (Chair: Kevin Fearon)
Human Resources Committee (Chair: Graham Dodd)
The Audit Committee oversees the organisations internal and external audit procedures.
The Business Improvement Committee monitors the organisation’s performance, and is responsible for housing management and property services issues. It also monitors delivery of the Decent Homes Programme.
The Finance Committee oversees financial reporting, budgetary and value for money processes. The Human Resources (HR) Committee deals with staffing, organisational development, human resource issues and health and safety.
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Governance continued
Wolverhampton Homes is committed to continuously improving and developing its service to customers. The Board annually reviews its own as well as the organisation’s effectiveness and performance and appraises the competencies and contribution made by members of the Board.
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Customer Feedback – Complaints and Compliments
Wolverhampton Homes has a staged Complaints Procedure. Customers who have any complaints regarding the services provided can raise them with us by telephone, face to face, in writing, on a Complaints and Compliments form or by email in whichever way is most convenient for the customer. If customers need help in making their complaint they can telephone the Complaints Helpline on (01902) 554704. This is a dedicated complaints line for customers to seek advice and guidance in relation to the Wolverhampton Homes Complaints Procedure. We aim to acknowledge complaints within 4 days and respond within 14 days. If it is likely to take longer we will advise the customer and let them know when they can expect a reply.
We also want to know when we get things right. If customers wish to make a compliment or comment about the service they have received they can let us know via telephone, in writing, face to face, by e-mail or on a complaints and compliments form.
We welcome all feedback in relation to the services we provide. The issues raised by customers are recorded and monitored to help us improve our services.
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ACOV ALMO
ASB BCM BDA BME BRT BSL CLG
CESP CRM
CSA DA DDA E&D EDSG ECF EIA ESP EMS
FMIS
FLAG FY H&S HCA HCP
Glossary of Terms
All Cultures One Voice Arms Length Management Organisation Anti-Social Behaviour Building Cost Model Board Development Agency Black and Minority Ethnic Business Recovery Teams British Sign Language Department of Communities and Local Government Community Energy Savings Programme Customer Relations Management System Customer Services Advisor Domestic Abuse Disability Discrimination Act Equalities and Diversity Equality and Diversity Steering Group Equalities Circle Forum Equalities Impact Assessment Employment and Skills Plan Environmental Management System Financial Management Information System Front Line Action Group Financial Year Health and Safety Homes and Community Agency Housing Capital Programme
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HITC HRA HSE HQN IMT IPR KPI ILM
Glossary of terms continued
Homes in the City Housing Revenue Account Health and Safety Executive Housing Quality Network Incident Management Team Individual Performance Review Key Performance Indicators Institute of Leadership and Management LAA Local Area Agreement LBGT Lesbian Gay Bisexual Transgender MRA Major Repairs Allowance LAF Local Area Forum NFA National Federation of ALMOs PIING Promoting inclusion and integration among the next generation PRADA Properties Requiring a Different Approach RIMT Repairs Integrated Management Team RSL Registered Social Landlord RTB Right to Buy SCS Sustainable Community Strategy SIG Service Improvement Group SILF Strategic Local Investment Framework SMT Senior Management Team TRA Tenants and Residents Association TMO Tenant Management Organisations TOR Terms of Reference TP Tenant Participation TSA Tenant Services Authority VIMT Voids Integrated Management Team 28
Glossary of terms continued
WCC Wolverhampton City Council WCCRF Wolverhampton City Council Resilience Forum WFTA Wolverhampton Federation of Tenants Association WH Wolverhampton Homes WHO World Health Organisation WREC Wolverhampton Race Equality Council WRHP Wolverhampton Race Hate Partnership WPARH Wolverhampton Partners Against Racial Harassment
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Main Offices
Contacting Wolverhampton Homes – To ensure efficient and speedy responses to enquiries we encourage everyone to call us through Homes Direct (01902) 556789 or e-mail homes.direct@wolverhamptonhomes.org.uk Homes Direct can transfer calls to individual staff. Bilston Town Hall Church Street, WV14 0AP Opening Times Monday, Wednesday, Thursday, Friday: 9.00 am to 5.00 pm Tuesday 9.30 am to 5.00 pm Saturday: 9.30 am to 1.00 pm Contact Officer: Housing Managers Andrew Finch Contact Officer: Repairs Mick Guy Contact Officer: Voids and Lettings Jon Cooper
City Centre Market Street, WV1 3AG Opening Times Monday, Wednesday, Thursday, Friday: 9.00 am to 5.00 pm Tuesday 9.30 am to 5.00 pm Saturday: 9.30 am to 1.00 pm Contact Officer: Repairs Shaun Mulloy Contact Officer: Voids and Lettings Jon Cooper 30
Main Offices continued
Heath Town Chervil Rise, WV10 0HR Opening Times Monday, Wednesday : 9.00 am to 4.30 pm Tuesday : 9.30 am to 4.30 pm (please note the cash office will be closed between 1.00 pm and 2.00pm) Contact Officer: Housing Managers Anne Healy Contact Officer: Repairs Shaun Mulloy Contact Officer: Voids and Lettings Jon Cooper Low Hill Showell Circus, WV10 9JL Opening Times Monday, Wednesday, Thursday, Friday: 9.00 am to 4:30 pm Tuesday 9.30 am to 4:30 pm Contact Officer: Housing Managers Julie Manning Contact Officer: Repairs Shaun Mulloy Contact Officer: Voids and Lettings Jon Cooper
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Main Offices continued
Merry Hill Leasowes Drive, WV4 4PZ Opening Times Monday, Wednesday, Friday: 9.00 am to 4:30 pm Contact Officer: Housing Managers Everton McCalla Contact Officer: Repairs Mick Guy Contact Officer: Voids and Lettings Jon Cooper
Wednesfield Alfred Squire Road, WV11 1XU Opening Times Monday, Wednesday, Thursday, Friday: 9.00 am to 5:00 pm Tuesday 9.30 am to 5:00 pm Saturday 9.30am - 1pm Contact Officer: Housing Managers Anne Healy Contact Officer: Repairs Shaun Mulloy Contact Officer: Voids and Lettings Jon Cooper
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CONTACTS SENIOR MANAGEMENT TEAM
Lesley Roberts Chief Executive Sunita Bhandari, Personal Assistant
sunita.bhandari@wolverhamptonhomes.org.uk
Philip Toni Director of Finance Brenda Bowyer, Personal Assistant
brenda.bowyer@wolverhamptonhomes.org.uk
Shaun Aldis Director of Property Services Brenda Bowyer, Personal Assistant
brenda.bowyer@wolverhamptonhomes.org.uk
Mark Henderson Director of Housing Ruth Hickman, Personal Assistant
ruth.hickman@wolverhamptonhomes.org.uk
Sue Kunynec Director of Human Resources Sunita Bhandari, Personal Assistant
sunita.bhandari@wolverhamptonhomes.org.uk
Margaret Wright Director of Performance and Customer Services Dee Allsopp, Personal Assistant
dee.allsopp@wolverhamptonhomes.org.uk
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ANTI-SOCIAL BEHAVIOUR CO-ORDINATORS Martyn Jarman, South Rachel Price, South Chris Jellyman, North Ranjit Kaur, North Nick Moss, North AREA MANAGERS Darren Baggs Estate Services across city on WH managed land/assets Nigel Homer Estate Management (North) Angela Barnes Estate Management (South) COMPLAINTS AND COMPLIMENTS Julie Piper Principal Customer Feedback Manager Lamour Gayle Customer Feedback Officer PERFORMANCE AND CUSTOMER SERVICES Lindsey Stanley Head of Customer Services Steve Abrahams Head of Policy and Performance Jin Jowett Head of Community Partnerships Kate Hughes Communications Manager
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EMERGENCY Out of Hours Service (open: 6.00pm8.30pm) Tel: (01902) 552999 This line is in operation outside of Homes Direct opening hours which are: Monday to Friday 8.30 am to 6.00 pm, and Saturdays 9.30 am to 1.00 pm. FINANCE AND I.T. Jo McCoy Head of Financial Management Eamonn McGirr Head of ICT & Business Support HOUSING OPERATIONS Helen Bellingham Head of Homesales and Leases Pauline Evans Voids and Lettings Manager Anne Herrmann Head of Rents Management John Hopkins Concierge Manager HUMAN RESOURCES Mark Darmody Head of Health and Safety Catherine Dass Head of HR Strategy and Organisational Development Ruth Fletcher Governance Manager Tina Wood Head of HR Operations 35
PROPERTY SERVICES Ian Meakin Head of Operations (Property Services) Kevin Manning Head of Partnering and Procurement David Waterhouse Decent Homes Partnership Manager Angie Madden Head of Stock Investment
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TENANT MANAGEMENT ORGANISATIONS
Bushbury Hill EMB 14 Kempthorne Avenue, Low Hill, WV10 9JG Phone: 01902 552996 Fax: 01902 552993 Minicom: 01902 551836 E-mail: bhemb@btconnect.com Dovecotes TMO 88 Ryefield, Pendeford, WV8 1UD Phone: 01902 552780 Fax: 01902 552781 New Park Village TMC Ellerton House, Ellerton Walk, New Park Village, WV10 0UG Phone: 01902 552670 Fax: 01902 552671 Minicom: 01902 551828 E-mail: dave.cash@npv.org.uk Springfield Horseshoe TMC 27 Burton Road, Springfields, WV10 0EG Phone: 01902 552872 Fax: 01902 552872 Minicom: 01902 551837 E-mail: sue.gilbert@wolverhampton.gov.uk
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Useful Contact Numbers Abandoned Cars 01902 551155 Adult Education Service 01902 558180 African Caribbean Community Initiative (Debt Advice and Support) (ACCI) 01902 571231 Age UK 01902 572060 All Cultures One Voice (ACOV) 01902 555545 Anti Social Behaviour Unit 01902 552950 Asbestos Advice 01902 556789 AWAAZ (Asian Women) 01902 571260 Base 25 0800 073 0233 Bees 01902 551155 Bereavement Centre and Cemeteries 01902 554992 Bins 01902 551155 Blakenhall Community Advice Centre 01902 572353 Bus Services (Centro) 0121 200 2700 Carelink 01902 554754 Childline 0800 1111 Citizens Advice Bureau 01902 572200 Community Focus 01902 553881 Community Legal Services 0845 345 4345 Consumer Credit Council 0800 138 1111 Council Tax Billing 01902 555805/06 Outstanding Payments 01902 555808 Courts Crown and County 01902 481000 Magistrates 01902 773151 Crimestoppers Freephone 0800 555111 38
Useful Contacts continued
Dog Warden 01902 551155 Domestic Violence Helpline 0808 200 0247 Electric Repairs 01902 556789 Environmental Health 01902 551155 Express and Star 01902 313131 Gas Leaks – Emergency 0800 111 999 Gas Repairs 01902 556789 Maintenance 01902 551155 Gully Cleaning 01902 551155 Gypsies 01902 551155 Health and Safety Executive 0121 607 6200 (out of hours 0151 922 9235) Highway Maintenance 01902 551155 Homes Direct 01902 556789 Homelessness 01902 554741/554807 Hospitals 01902 307999 Housing Benefits 01902 551166 Housing Benefit Appeals 01902 551166 Housing Benefits Fraud 01902 551166 Household Refuse 01902 551155 Illegal Tipping/Dumping 01902 551155 Independent Living Service 01902 553666 Industrial Waste 01902 551155 Information Centre 01902 556110/6112 Job Centre Plus 0845 600 3115 Litter/Litter Bins 01902 551155 National Debt Line 0808 808 4000 National Missing Persons Helpline 0500 700 700 Neighbourhood Mediation Service 01902 552792 Neville Garratt Centre 01902 551155
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Useful Contacts continued
Noise Nuisance 01902 551155 (out of hours 01902 552999) NHS Direct 0845 4647 Open Spaces 01902 551155 Pavement/Road Repairs 01902 551155 Pest Control 01902 551155 Pension Credit 0800 991 234 Pension Service 0845 606 0265 Planning Applications 01902 551155 Post Office 08457 223344 Refuse Collection 01902 551155 Rent by Phone Debit/Credit Card 01902 556789 Rents Management 01902 556789 Repairs Fax 01902 556674 Repairs Minicom 01902 551822 Repairs Reporting (Homes Direct) 01902 556789 Road Maintenance –Winter 01902 551155 Samaritans 01902 426422/3 Severn Trent 0800 7834444 Shopmobility 01902 556021 Skip Permits 01902 551155 Street Cleansing 01902 551155 Street Lighting 01902 551155 Tax Office 0845 366 7815 Trading Standards 01902 551155 Trains 08457 484950 Trees/Hedges 01902 551155 The Haven Project (Women only) 01902 713001 40
Useful Contacts continued
Unions Unison UCATT Wasps Wheelie Bins West Midlands Police Wolverhampton Federation Tenant Associations
01902 554095 01902 554911 01902 551155 01902 551155 0845 113 5000 of 01902 556816
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Useful Websites Audit Commission www.audit-commission.gov.uk Bullock Construction www.bullock.co.uk
Communities and Local Government Department www.communities.gov.uk Frank Haslam Milan www.frankhaslammilan.com Housemark www.housemark.co.uk
National Federation of ALMOS www.almos.org.uk
National Housing Federation www.housing.org.uk
Tenant Services Authority www.tenantservicesauthority.org.uk Thomas Value Construction www.thomasvale.com
Wolverhampton Homes www.wolverhamptonhomes.org.uk
Wolverhampton City Council www.wolverhampton.gov.uk
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