YOURAREA NEWSLETTER, Issue 6, flats and apartments edition
FLATS AND APARTMENTS EDITION
Keep up with what’s going on
What happens when you report anti-social behaviour?
Report anti-social behaviour
• Call 0300 123 5522
PREPARING YOUR HOME FOR WINTER
• Complete an online form at www.forhousing.co.uk/contact-us
We will receive your report
KEEPING
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?
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.
To read the leaflet visit www.forhousing.co.uk/keeping-you-safefire-safety/#firesafetyleaflets
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.
YOURAREA NEWSLETTER
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.
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 neighbours safe, please remove your personal items from communal areas.
We take your safety very seriously, as part of our Communal Areas Policy, we will be removing all items from communal areas.
To find out more visit www.forhousing.co.uk/communal-areas-policy
Disrepair –keeping you safe
CONGRATULATIONS TO OUR BE PROUD AWARD WINNERS
Disrepair is when something we’re responsible for, has not been repaired within a reasonable time of it being reported to us.
WE NEED YOUR HELP –GET INVOLVED AND WORK WITH US
Well done to all of the winners and thank you for all of your hard work this past year! Let’s continue to shout out and praise those who work tirelessly and selflessly to make a huge and positive difference to others. You really do make our communities a great place to live and the impact that you make does not go unnoticed.
We’re aware that some of you may 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.
We would love to work with you to listen to your opinions and feelings about our services and make positive changes based on your feedback. We always want to do better and with your help, we can put tenants, just like you, at the heart of our decision making.
There are many ways you can get involved, and we’re currently looking for tenants for the following:
Community Voice
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.
Complaints and Feedback Panel
Customer and Tenant Reviewer
Scrutiny Partner or Core Group Member
Our team will always wear an ID badge when visiting your home. If you are unsure, please call Customer Connect Hub 0300 123 5522 before letting anyone into your home.
To find out more, visit www.forhousing.co.uk/ get-involved-and-work-with-us
You can read more on our website here www.forhousing.co.uk/disrepair-claims or call 0300 123 5522
Visit www.forhousing.co.uk/2024-be-proud-winners
Are you aged 66+ or know someone who is?
LISTENING AND ACTING ON YOUR VIEWS COMPLAINTS
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.
HOW TO MAKE A COMPLAINT
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:
• 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
Storing items in your gas boiler cupboard
GOVERNMENT SUPPORT AVAILABLE THIS WINTER
It can be very dangerous to store items in your heating unit cupboard, especially if the materials are flammable as this can increase the risk of fire.
There is government financial support available this winter. This includes Warm Home Discount, Cold Weather Payment and more.
Visit our website to find out more about the schemes www.forhousing.co.uk/governmentwinter-support
To help you stay safe, we have a dedicated leaflet on our website you can read here www.forhousing.co.uk/keeping-yousafe-gas-safety/#gasleaflet call 0300 123 5522
available to help you in the short-term
available to help you in the short-term
your home with another tenant using
app to help you manage your home available
your home with another tenant using HomeSwapper
www.forhousing.co.uk/search-results or scan the QR code to search any of the above for more information on our website
charter
hasQuarter2performance nowbeenpublished
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.
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
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
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 Together with Tenants Charter How are we performing? July – September 2024
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
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
