YOURAREA NEWSLETTER - Salford, Issue 05

YOURAREA

NEWSLETTER

Issue 05

Keep up with what’s going on in Salford

October 2024

PREPARING YOUR HOME FOR WINTER Working together to positively impact your life and the home you live in.

OUR PROMISE TO YOU

WHAT WE ASK FROM YOU

We will always treat you fairly and with respect

You’re considerate and respectful to our colleagues, your neighbours and people in your community

We will do our best to understand your individual needs and respond to them

We will get things done on time

We will take responsibility and full ownership when you have an enquiry or need something done, until it’s sorted

Tell us if you’re struggling with your rent or any other issues so we can support you, we’re here to help you

Respect your home.

If you have an issue, let us know as soon as you can

KEEPING 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 extremely cold.

For tips on how to stop heat from escaping from your home and for quick and easy things you can do yourself without needing to call an engineer, 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

Communal Areas Policy To help keep you and your neighbours safe, we will be introducing a Communal Areas Policy from 1 November 2024.

YOURAREA Let us know if things go wrong, so we can work together with you to put them right

The Policy will make sure all communal areas are kept clean and clear from personal items at all times.

NEWSLETTER Keep to the terms and conditions of your tenancy agreement

To read more about our promises to you, visit www.forhousing.co.uk/service-standards

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

Reporting fly tipping

REPAIRS RESPONSIBILITIES As your landlord, there are many types of repairs we’re responsible for. But did you know that there are some repairs you’ll need to take care of yourself?

To find out more visit www.forhousing.co.uk/repair-responsibilities

Speak to your neighbours to see if the items are theirs and are being collected, if not then...

Or you can complete an online form to report it or use the MyAccount+ app, if the rubbish is on ForHousing land

Or you can report it to your local council, if the rubbish is not on ForHousing land

For more information, visit www.forhousing.co.uk/bins-waste-and-recycling

Scrutiny exercise findings: Noise nuisance

Scrutiny is a group led by tenants who review what we do and why we do it. They decide what needs to change, investigate tenant experiences and work alongside us to make things happen – positively impacting the lives of social housing tenants.

Scrutiny recently looked at noise nuisance and supported us to make positive changes to our services and have their voice heard on your behalf.

What we’re doing…

Scrutiny said…

Scrutiny said…

We should introduce a process for hard floor coverings to reduce noise. This should also have flexibility so that ForHousing can deal with it on a case-by-case basis in a way that is fair to all tenants.

We should communicate more about how we are out and about in neighbourhoods so that tenants can see us on estates.

We listened and...

We listened and...

YOURAREA

We will continue with our current approach with hard floor coverings, on a case-by-case basis, making reasonable adjustments where needed.

This will include homes that are waiting for new tenants to move in.

We will be sharing on social media and in the tenant newsletter the monthly neighbourhood inspections that take place in your areas and what we do during these walkabouts. This will include any issues we see and resolve when we’re out and about in your community.

NEWSLETTER

If you would like to read more about Scrutiny’s findings, more ways we have listened and learned from this exercise and other recommendations, visit www.forhousing.co.uk/scrutiny-exercisefindings-noise-nuisance

Support Spotlight What’s available to you?

Funding available

Do you live in a

for community groups

block of flats?

We want you and your neighbours to feel safe in your homes, and to respect each other’s spaces. We understand at times living in flats with shared areas can be challenging.

To respect your neighbours and keep each other safe we ask that you please: • Make sure doors are closed when you enter or leave • Do not buzz your neighbours on the intercom to be let in • Avoid propping open doors • Keep areas outside your home clear, this includes shoes, prams or ornaments • If you see something suspicious, report it • Take rubbish outside straight away and make sure bags go in the bin, and the lid remains closed

Free tenant discount app Free counselling wellbeing sessions Money available to help you in the short-term Swap your home with another tenant using HomeSwapper

Report anti-social behaviour online at www.forhousing.co.uk/contact-us 999 In an emergency call the police

HERE FOR YOU

FREE MONEY ADVICE SERVICE

AERARUOY

Tenant app to help you manage your home

RETTELSWEN Click on any image above to find out more.

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

For other formats please call 0300 123 5522

charter

Qu ha arte ro s Together with Tenants Charter now b ne pe ee rf n p orm How are we performing? ub an lish ce April – June 2024 ed

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 Here’s a breakdown of how we are performing in year two, quarter one 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 75.2% of tenants are satisfied that we listen to your views and act upon them 78.8% of tenants are satisfied that we keep you informed about the things that matter to you 85.5% of tenants agree that we treat you fairly and with respect 35 seconds is the current average speed of answering tenants’ enquiries

ENVIRONMENT & NEIGHBOURHOOD 73.2% of tenants are satisfied that we keep communal areas clean and well maintained 77.3% 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

INFLUENCE & ACCOUNTABILITY 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 are carried out within statutory timescales 73.9% of tenants are satisfied that their home is well maintained

YOURAREA 98% of repairs completed on the first visit 81.3% of tenants are satisfied with repairs

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

NEWSLETTER We’re celebrating the first year

Like our page

Read more about Kate’s viewpoint, tenant and Customer Committee member Visit www.forhousing.co.uk/together-withtenants-charter-one-year-on

ForHousing Salford