YOURAREA NEWSLETTER, Stockbridge Village, Issue 07

Keep up with what’s going on in Knowsley

At ForHousing it’s our job to keep your home safe and well looked after. However, sometimes we don’t fix things fast enough. This is known as a ‘disrepair’.

Some tenants have been contacted by companies who manage disrepair claims, through cold calling, leaflets and social media. Although you can make a claim, it could end up leaving you with thousands of pounds in legal costs if your claim is unsuccessful. Even if your claim is successful, you will not unfortunately receive 100% of the compensation. Some companies are wrongly claiming to work for ForHousing or the Government. If you’re unsure who you are speaking to, always remember to ask for identification or call our Customer Connect Hub. Reporting repairs directly to us is quicker, easier, and free. Visit our website forhousing.co.uk/repairs

If you’re unhappy with how long your repair is taking please tell us Talk to us on 0300 123 5522 or visit forhousing.co.uk/complaints

An update on the services we deliver in your home

We’ve listened to your feedback and learned about what’s important when it comes to your repairs.

Towards the end of last year, we shared news with you that Liberty, who currently carry out repairs and maintenance to your home, is now under the ownership of Wates.

We’ve listened to your feedback and learned about what’s important when it comes to your repairs. Towards the end of last year, we shared news with you that Liberty, who currently carry out repairs and maintenance to your home, is now under the ownership of Wates. Some parts of the service are being rebranded and you’ll soon start to see both Wates and Liberty vans and uniforms during the changeover process. After the summer this will be clearer, with Wates-branded operatives looking after repairs and maintenance and Liberty-branded engineers taking care of heating and gas jobs in your home.

Some parts of the service are being rebranded and you’ll soon start to see both Wates and Liberty vans and uniforms during the changeover process. After the summer this will be clearer, with Wates-branded operatives looking after repairs and maintenance and Liberty-branded engineers taking care of heating and gas jobs in your home.

As always, if you’re unsure about letting someone into your home then please just contact our Customer Connect Hub on 0300 123 5522 to check.

Take a look in more detail at what Wates and Liberty will be looking after here: www.forhousing.co.uk/an-update-on-theservices-we-deliver-in-your-home/

Places to Go, People to See, Things to Do in Stockbridge Village

We know that where you live is important to you. By listening and learning from you, we’ve created digital maps that let you see everything that’s available in your community.

You can explore the maps to see some of the amazing things available in your area. It has community spaces including the local Library, Volair Sports Centre, the local Food Club, the Craigs Community Centre and Knowsley Town Council Pavilion.

Visit www.forhousing.co.uk/community-mapstockbridge-village to discover what Stockbridge Village has to offer.

Raising concerns –Community Safety Officers

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:

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, visit www.forhousing.co.uk/ community-safety-officers/

• Investigating any issues or concerns you may have about anti-social behaviour

WELL DONE

• Signposting and making referrals if you need extra help from partners such as the Police and specialist Domestic Abuse or Hate Crime services

SAFARI KIDS CLUB!

• Where appropriate, providing ring doorbells, outdoor sensor lights, letter box covers and other things that may help you to feel safe

The club were recently presented with The King’s Award for Voluntary Service. This is the highest award a local voluntary group can receive in the UK and is equivalent to an MBE.

The amazing work they do makes a difference to so many – the award is very well deserved!

To find out more about how our Community Safety Team can support you, visit www.forhousing.co.uk/ community-safety-officers/

To read more about the excellent news visit www.forhousing.co.uk/stockbridge-club-awardedprestigious-award

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/

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/

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

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