Community Safety Officers can help with:
LISTENING AND ACTING ON YOUR VIEWS COMPLAINTS
Raising concerns –Community Safety Officers
• Investigating any issues or concerns you may have about anti-social behaviour
• Signposting and making referrals if you need extra help from partners such as the Police and specialist Domestic Abuse or Hate Crime services
• Where appropriate, providing ring doorbells, outdoor sensor lights, letter box covers and other things that may help you to feel safe
Our Community Safety Team are specialists in this area. They will listen to you, and make sure your concerns are heard – working together with you to make sure you are satisfied with the service you receive and that you feel safe in your home and community.
Community Safety Officers can help with:
To find out more about how our Community Safety Team can support you, scan the QR code or visit www.forhousing.co.uk/community-safety-officers/
• Investigating any issues or concerns you may have about anti-social behaviour
Communal Areas Policy
To help keep you and your neighbours safe, we have a Communal Areas Policy.
We take your safety very seriously, and ask that areas are kept clean and clear. Where this doesn’t happen, we will remove all items from communal areas.
ELECTRICAL SAFETY IN YOUR HOME
ELECTRICAL SAFETY IN YOUR HOME
To keep you safe, we carry out an electrical safety test, also called EICR, every five years in your home. During the test, a qualified electrician will inspect the electrical installations in your home. They will carry out a visual inspection, checking for cracks, breaks and signs of overheating.
It’s important you allow us to carry out the inspection, so we can keep you and your loved ones safe. We will let you know when your test is due, usually by sending you a letter.
To keep you safe, we carry out an electrical safety test, also called EICR, every five years in your home. During the test, a qualified electrician will inspect the electrical installations in your home. They will carry out a visual inspection, checking for cracks, breaks and signs of overheating. It’s important you allow us to carry out the inspection, so we can keep you and your loved ones safe. We will let you know when your test is due, usually by sending you a letter.
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
YOURAREA NEWSLETTER
Neighbourhood inspections
Did you know that our Neighbourhood Officers do monthly walkabouts and inspections?
To find out more on how to stay safe, visit www.forhousing.co.uk/keeping-you-safeelectrical-safety/
To find out more on how to stay safe, visit www.forhousing.co.uk/keeping-yousafe-electrical-safety/
If you have an issue in your neighbourhood that you would like us to help you with, visit www.forhousing.co.uk/ report-something-in-your-community/
Officers are here to support
Neighbourhood Officers are here to help you and make sure you are satisfied with the services you receive. Here’s some of the things that your Neighbourhood team do;
• Support you with moving into your home and helping you to make sure you home remains suitable for as long as possible
• Advise you on what to do if there is an issue in your neighbourhood such as tenants struggling to maintain their home or garden, graffiti, pests and abandoned homes
• Carry out walkabouts and inspect communal areas to see where areas need to be improved
To book an appointment with your Neighbourhood Officer, call us on 0300 123 5522, or visit www.forhousing.co.uk/neighbourhood-officers/
available to help you in the short-term
your home with another tenant using HomeSwapper
There are many ways we can help, from budgeting support to signposting you to available help in your area.
For the latest information, call us on 0300 123 5522, or visit our website www.forhousing.co.uk/money-support/
charter
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
72.4% of tenants are satisfied that we listen to your views and act upon them
79.8% 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
66 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
98.7% of damp repairs completed year to date within target
98% of repairs completed on the first visit
81.3% of tenants are satisfied with repairs
98.9% is the proportion of stage one complaints responded to within the Housing Ombudsman’s complaint handling code timescales
100% is the proportion of stage two complaints responded to within the Housing Ombudsman’s complaint handling code timescales
41.4% of tenants are satisfied with our approach to handling complaints
33.8% 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, our target is 10%
80.8% of tenants are satisfied that their home is safe
76.4% of tenants are satisfied with our approach to handling anti-social behaviour
100% of lift inspections carried out within statutory timescales
73.9% of tenants are satisfied that their home is well maintained
