YOURAREA NEWSLETTER, Knowsley, Issue 06

YOURAREA

NEWSLETTER

Issue 06

Keep up with what’s going on in Knowsley What happens when you report What happens

anti-social whenbehaviour? you report

anti-social behaviour?

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

Report anti-social behaviour

We• will receive Call 0300 123your 5522 report

• Complete an online form at www.forhousing.co.uk/ We will agree an action plan contact-us

and investigate

WeWe willwill implement receive our action plan andreport provide support your We will aim to resolve your case

will agree an action To find outWe more about anti-social behaviour and to report it, visit www.forhousing.co.uk/ plan and investigate keeping-you-safe-anti-social-behaviour

We will implement our action plan and provide support

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

RATULATIONS CONGSTAYING S CLUB RI KID SAFAFIRE SAFE

YOURAREA

IN WINTER

The club have been awarded the prestigious King’s Award for Voluntary Service. This accolade is the highest award for voluntary groups in theIt’s UK, equivalent an MBE. important toto know howIttorecognises keep yourSafari homeKids Clubs exceptional support andcan families in the area. fire safe.

Therefor arechildren things you do prevent We will aim to resolve The amazingand work they do makes a difference to so stop potential fires from happeningmany in your the award is very deserved. your case homewell especially when using different types of Thank you toheating you all methods. for all the hard work you put into your community and to the volunteers who make it happen.

To find out more about winter fire safety, our their website www.forhousing.co.uk/ about excellent news visit To find out more about anti-social behaviour To read morevisit keeping-your-home-fire-safe-this-winter www.forhousing.co.uk/stockbridge-cluband to report it, visit www.forhousing.co.uk/keepingawarded-prestigious-award you-safe-anti-social-behaviour

NEWSLETTER

CONGRATULATIONS TO OUR BE PROUD AWARD WINNERS 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.

Visit www.forhousing.co.uk/2024-be-proud-winners to find out who your winners are.

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 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.

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.

WE NEED YOUR HELP – GET INVOLVED AND WORK WITH US 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 Complaints and Feedback Panel Customer and Tenant Reviewer Scrutiny Partner or Core Group Member To find out more, visit www.forhousing.co.uk/ get-involved-and-work-with-us

YOURAREA

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

NEWSLETTER

Are you aged 66+ or know someone who is?

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

GOVERNMENT SUPPORT AVAILABLE THIS WINTER

There is government financial support available this winter. This includes Warm Home Discount, Cold Weather Payment and more.

Get support and advice to find a job

RETTELSWEN

Visit our website to find out more about the schemes www.forhousing.co.uk/governmentwinter-support

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

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