YOURAREA NEWSLETTER, Issue 6, high-rise edition

Issue 06

FLATS AND EDITION APARTMENTS EDITION HIGH-RISE Keep up with what’s going on What happens when you report

anti-social behaviour?

Report anti-social behaviour • Call 0300 123 5522 • Complete an online form at www.forhousing.co.uk/contact-us

We will receive your report We will agree an action plan and investigate We will implement our action plan and provide support We will aim to resolve your case To find out more about anti-social behaviour and to report it, visit www.forhousing.co.uk/ keeping-you-safe-anti-social-behaviour

DO YOU HAVE AN ELECTRIC BIKE OR MOBILITY SCOOTER?

January 2025

PREPARING YOUR HOME FOR WINTER KEEPING YOU SAFE AND WARM We want you to feel safe and warm this winter and to know how to heat your home when the weather gets cold.

For tips on how to stop heat from escaping your home and for quick and easy things you could try if there’s a problem, visit www.forhousing.co.uk/cold-weather-tips

DAMP IN YOUR HOME If your home hasn’t been properly protected from the weather, this can create damp. You can also get damp in your home if there’s damage to the roof or windows or if the pipes are leaking.

If you have damp in your home, it’s important that you let us know so we can fix it as soon as possible.

To report damp, visit www.forhousing.co.uk/repairs

Disrepair – keeping you safe Disrepair is when something we’re responsible for, has not been repaired within a reasonable time of it being reported to us.

We’re aware that some of you maybe be approached by Claims Management Companies about making a claim against us for disrepair.

These companies are not what they seem. They may not give you all the information you need before you agree to work with them, and they could put you at serious financial risk.

If you’re not satisfied with the condition of your home or our services, please tell us first, so we can work together to put things right.

YOURAREA

Battery powered electric bikes and mobility scooters can be dangerous if stored or used incorrectly as they can become a serious fire risk.

We have a fire safety leaflet with important information that we send to you every year.

NEWSLETTER

To read the leaflet visit www.forhousing.co.uk/keeping-you-safefire-safety/#firesafetyleaflets

You can read more on our website here www.forhousing.co.uk/disrepair-claims or call 0300 123 5522

Communal Areas Policy To help keep you and your CONGRATULATIONS TOremove OUR your personal items neighbours safe, please BE PROUD AWARD WINNERS from communal areas.

Well done to all of the winners and thank you for all of your hard work this past year! Let’s continue to shout We take your safety very seriously, out and praise those who work tirelessly and selflessly partand of positive our Communal Areas to makeasa huge difference to others. You Policy, we will be removing all really do make our communities a great place to live and theitems impactfrom that you make does areas. not go unnoticed. communal Visit www.forhousing.co.uk/2024-be-proud-winners to find out who your winners are.

Disrepair – keeping you safeTO OUR CONGRATULATIONS

BE PROUD WINNERS Disrepair is whenAWARD something we’re responsible for,

has not been repaired within aand reasonable time of Well done to all of the winners thank you it being us. this past year! Let’s for all of reported your hardto work continue to shout out and those who work We’re aware that some of praise you may be approached

by Claimsand Management making tirelessly selflessly toCompanies make a hugeabout and positive a claim against us forYou disrepair. difference to others. really do make our communities a great to livethey and seem. the impact These companies areplace not what They that doesallnot unnoticed.you need mayyou not make give you thego information before you agree to work with them, and they could put you at serious financial risk.

If you’re not satisfied with the condition of your home or our services, please tell us first, so we can work together to put things right.

Our team will always wear an ID badge when visiting your home. If you are unsure, please call our Customer Connect Hub on 0300 123 5522 before letting anyone into your home.

To find out more visit www.forhousing.co.uk/communal-areas-policy

BUILDING WE NEED YOUR HELP – SAFETY FORUM GET INVOLVED AND Our Building Safety Forum is an opportunity WORK WITH US for you and other tenants to come together

to consult, engage, challenge and nurture new We would lovework to work withwith youthe to listen ideas.

We will closely forumtoonyour opinions and services all aspects of feelings buildingabout safety,our making sureand we make set meeting changes agendas,based consult information positive onand yourreview feedback. and always feedback ontoanything weand discuss.

We want do better with your help, If you would prefer not to meet face toheart face, you we can put tenants, just like you, at the can get involved with the meetings by email. of our decision making.

There To findare outmany more,ways visityou can get involved, www.forhousing.co.uk/getinvolved and we’re currently looking for tenants for the following: Community Voice WHAT WE’RE DOING Complaints and Feedback TO KEEP YOU Panel SAFE

Customer and Tenant Reviewer We have a dedicated ‘Keeping you safe’ section on Scrutiny Partner or Core Group Member our website where you can find information on what we’re doing, as your landlord, to keep you and your home safe.

Inmore, this section we cover gas, fire, electrical, To find out visit www.forhousing.co.uk/ water, lifts and building safety information, and safety get-involved-and-work-with-us tips on how you can stay safe in your home. We also have dedicated fire, gas and electrical safety leaflets with important information and tips on staying safe in your home available online. You can also contact your Building Safety Officer or Safe Homes Liaison Officer.

YOURAREA

You can read more on our website here Visit www.forhousing.co.uk/2024-be-proud-winners www.forhousing.co.uk/disrepair-claims or call 0300 123 5522

NEWSLETTER

Are you aged 66+ or know someone who is?

To find out more, visit www.forhousing.co.uk/keeping-you-safe

You could be entitled to claim Pension Credit.

Visit www.forhousing.co.uk/claim-pension credit

LISTENING AND ACTING ON YOUR VIEWS

COMPLAINTS

Support Spotlight What’s available to you?

Funding available You told us that when you made a complaint you wanted us to act quickly and to keep you informed. We’ve changed the way our COMPLAINTS TEAM works and created some new job roles to make sure we have the resources to respond to your complaint quickly and keep you updated on progress.

for community groups

Free counselling wellbeing sessions

HOW TO MAKE A COMPLAINT Money available to help you in the short-term

Delivering a great experience to you so you can be happy and feel safe in your home is important to us. Should you need to make a complaint, there are lots of ways that you can do this:

Swap your home with another tenant using HomeSwapper

• On our website - complete an online form • You can ask for an in-person appointment This may be at your home, in the community or in one of our offices • Over the phone, contact us on 0300 123 5522 • By letter, addressed to ForHousing, 52 Regent Street, Eccles, M30 0BP • On the MyAccount+ app

You can find out more about how to make a complaint on our website at www.forhousing.co.uk/complaintsand-feedback-2

HERE FOR YOU

FREE MONEY ADVICE SERVICE Tenant app to help you manage your home

EMPLOYMENT SUPPORT

AERARUOY

Storing items in your GOVERNMENT SUPPORT gas boilerAVAILABLE cupboard

Get support and advice to find a job

THIS WINTER It can be very dangerous to store items in a gas

There is government support cupboard, especially iffinancial the materials are flammable as this can increase the risk of fire or explosion. available this winter. This includes Warm Home Discount, Cold Weather Payment and more.

To help you stay gas safe, we have a dedicated Visit our to findyou outcan more about leaflet onwebsite our website read herethe schemes www.forhousing.co.uk/governmentwww.forhousing.co.uk/keeping-yousafe-gas-safety/#gasleaflet winter-support

RETTELSWEN Free tenant discount app

Did you know…you can now pay money towards your rent with the discounts you receive?

Click on any image above to find out more.

Q ha uart s n er ow 2 p Together with Tenants Charter be erfo en How are we performing? pu rman charter bli ce July – September 2024 she d Our performance is on or above our targets Our performance is heading in the right direction to reach our targets We still have lots to do, and our teams are working hard to reach our targets INFLUENCE & ACCOUNTABILITY

Here’s a breakdown of how we are performing in year two, quarter two against the promises we set out in the Together with Tenants Charter. You can see we’re on track in some areas and haven’t got it quite right in others.

99% is the proportion of stage one complaints responded to within the Housing Ombudsman’s complaint handling code timescales 98% is the proportion of stage two complaints responded to within the Housing Ombudsman’s complaint handling code timescales 44.1% of tenants are satisfied with our approach to handling complaints 43.1% of tenants are satisfied with our complaints service

COMMUNICATION & VISIBILITY 73.6% of tenants are satisfied that we listen to your views and act upon them 78.4% of tenants are satisfied that we keep you informed about the things that matter to you

SAFETY 100% of homes have completed gas safety checks 99.8% of homes have had electrical installations 100% of homes have had asbestos management surveys carried out 100% of homes have had a valid fire risk assessment 100% of homes have a valid legionella risk assessment 79.8% of tenants are satisfied that their home is safe 75.2% of tenants are satisfied with our approach to handling anti-social behaviour 100% of lift inspections carried out within statutory timescales 75.2% of tenants are satisfied that their home is well maintained

85.4% of tenants agree that we treat you fairly and with respect 1 minute and 21 seconds is the current average speed a call is answered

ENVIRONMENT & NEIGHBOURHOOD 71.2% of tenants are satisfied that we keep communal areas clean and well maintained 76.7% of tenants are satisfied that we make a positive contribution to neighbourhoods

REPAIRS & ASSET MANAGEMENT 99.3% of damp repairs completed year to date within target

YOURAREA 92.2% of repairs completed on the first visit 78.5% of tenants are satisfied with repairs

To read more about our performance, visit www.forhousing.co.uk/how-we-are-performing

NEWSLETTER If you need this information in an alternative language please call 0161 605 7260

For other formats please call 0300 123 5522