charter
Welcome
We are passionate about putting your needs at the heart of everything we do, so I want to welcome you to the first Together with Tenants Charter Annual Report which provides you with an update on how we are performing against the commitments that we made to you.
In response to your feedback, this year our annual report not only includes how we are performing against key indicators that are important to you, as well as highlighting areas of achievement and outcomes that positively impact the lives of tenants, but it also provides examples of when we haven’t always got things right and how you have helped us change the way we do things to improve services for the better – you said, we did!
The last year has been a busy one, not only did we launch our new Together with Tenants Charter, but we also launched our new Council Housing Management Board which consists of councillors and four tenant board members and acts as an advisory body to the Council`s Executive Cabinet – look out for the new tenant board members within the report! I’m very proud of the progress we’ve made on delivering real change over the last year and I would like to thank you for working closely with us and our strategic housing partner ForHousing.
We will continue to work with you to make sure that the services we deliver provide you with a good quality home in a community that is a great place to live.
Christine Warner
Councillor Christine Warner Chair of the Council Housing Management Board and Cabinet Member
Safer Communities
for Homes, Planning and
How are we measuring success?
The Together with Tenants Charter has been developed alongside tenants as a way of making clear what matters to you, and our commitment to providing the best possible services.
In the Charter there are five pledges and we agreed with tenants how we will measure success in each area using tenant satisfaction measures as well as capturing evidence on how we have supported and listened to you to make positive changes to the service.
Tenant Satisfaction Measures (TSMs)
In addition to the Regulator of Social Housing introducing new consumer standards, they have created tenant satisfaction measures, which assess how well social housing landlords are doing at providing good quality homes and services. We as your landlord report on these measures to the Regulator. There are 22 tenant satisfaction measures, covering five themes:
1 2 3 4 5
Keeping homes in good repair
Maintaining building safety
Effective handling of complaints
Respectful and helpful engagement
Responsible neighbourhood management
Ten of these are measured by us directly, and 12 are measured by tenant perception surveys. Surveys are conducted by an external provider called Kwest and the process is in-line with the Regulators prescribed methodology for the new TSMs. These measures will help you understand how well we are doing in the delivery of our services.
Key
Performance Indicators (KPIs)
We also have key performance indicators which are agreed annually between Cheshire West and Chester Council and ForHousing. These indicators provide targets which need to be met within a range of services.
To find out more about how we’re performing, scan the QR code or visit: www.cheshirewestandchester.gov.uk/ residents/housing/council-housing
MyAccount+ app would benefit from improvements.
Communication
When you access any of our services, we promise that we will keep you informed and give you the ability to tell us what you think of the services you receive, so we can use your feedback to help improve the services we provide to you.
Hello – I’m Councillor Katie Kendrick
I have pleasure of introducing to you the Communication pledge which is important to me as I feel that working together and good communication is key to delivering and building communities, that we want to live in, and that we are proud of.
Did you know we worked alongside you to further improve the app facilities making it easier for you to use?
2,748 current tenants have downloaded the MyAccount+ App
I contacted ForHousing to ask if I could change my rent payments from monthly to weekly and staff were extremely helpful.
Did you know we sent out rent setting letters in various formats to accommodate your needs?
You told us
That you worked full time and you required an out of hours appointment.
We were happy to do this and worked with our contractor to arrange it.
You told us
That when you contacted us regarding your rent account, you were left unclear as to how much you owed and how much you needed to pay.
We provided more training for colleagues to ensure that the explanations they provide to you are clear and easy to understand.
You told us
That when you reported low pressure on your boiler, an operative attended and re-pressurised the system, but did not identify the root cause of the issue. This led to a repeat call out when the issue re-occurred.
We instructed our contractor that when they attend a call out for low pressure, they must carry out an inspection of the entire system to identify any faults which may be causing the low pressure.
Your stories
Sarah* was struggling with managing her bills and money. She couldn’t motivate herself to deal with everything, and as a result, she was unable to manage her tenancy and pay her bills. This was also affecting her mental health.
We offered Sarah a listening ear, supported her in accessing our money advice service and other support services.
“The Income Officer has supported me and my anxiety for a number of years and the constant advice and support received has helped me through many struggles. I want to highlight that the officer did not treat me like a number but as a human being.”
*name changed to protect identity.
Responsibility
When we make a mistake, we promise to be approachable and to take responsibility and put it right as quickly as possible, keeping you informed throughout.
Hello - I’m Nigel Hickmott
I have been a council tenant for over 10 years and I’m a member of the Council Housing Management Board.
I have the pleasure of introducing to you the Responsibility pledge which is important to me as it ensures that we ‘have a voice’ and can work together to develop services that reflect both our own needs and that of the organisation responsible for delivery of our housing services.
How we are performing
I have received a lot of help and support with settling in, which I felt was important for me as a new tenant.
Did you know we worked with new tenants to develop a Welcome Pack, which provides advice and support for tenants moving into their home?
£1,111,535.22 extra income for tenants generated from our free money support
295 tenants accessed our free
advice service with 79 tenants still being supported
146 volunteer hours given by involved tenants to help shape and improve services
Your stories
Stuart* told us that he was struggling with the upkeep of his home, as well as unable to make ends meet, he was also in poor health.
You told us
You weren’t able to give a family member a new fob to access your block because of a technical fault after the entry system was installed.
We now thoroughly test all new access control systems before final approval and require installers to supply spare pre-programmed fobs.
How
We discussed with him the various options to assist him in getting back on his feet and agreed that a move to a smaller home, as well as support for his poor health, would be the right course of action.
“In my new home, I now feel safe, settled and I’m seeking help from services and my family.”
*name changed to protect identity.
are we taking ownership of issues and working with you to resolve them?
You told us
You
An officer visiting the area made a home visit to collect the form and a rent refund was processed.
You told us
You had to stop working because of your ill health after a serious accident in work. This meant that you were struggling to pay your rent and household bills.
Our Money Maximisation team were on hand to help, offering support and assistance with completion of a PIP application. Following the service you received, you recommended the service to your uncle.
Your community PLEDGE THREE
“I didn’t think I would ever see Joseph Groome Towers communal lounge like that again, it’s been a long time since I have seen so many people enjoying Christmas activities. Thank you so much, it was wonderful.”
Did you know that the ForCheshireWest fund awarded grants to 22 projects - 1,652 people benefitted from this grant funded support, a total of £105,911.20
We promise to work with you to help create greener, fairer, stronger communities.
Hello – I’m Antony Spurway
I have been a council tenant for over 10 years and I’m a member of the Council Housing Management Board.
I have the pleasure of introducing the Your Community pledge which is important to me as it creates a platform where we can ‘work together to help create greener, fairer and stronger communities’.
You told us
During a resident consultation about Neighbourhood Improvements in the Stanney Grange area.
Parking was an issue and garage areas needed improving.
New parking has been established on four garage sites and we will continue to work in the area for 2024/2025 to make external improvements.
How are we offering support to tenants
who are experiencing anti-social behaviour?
You told us
The odour of drugs coming from the neighbouring property was making your belongings smell and affecting your health and wellbeing.
We spoke to the police and a warrant was executed, drugs were seized and the person was arrested and dealt with appropriately.
“Thank you for being the one person to do something about it.”
Your stories
Responding to a call to help improve the green spaces, we worked with the community and partners in Churchill Court, Neston, to deliver a successful environmental day. There was a buzz in the air and community spirit as volunteers teamed up with shovels, brooms, rakes, and litter pickers to declare war on weeds and overgrown trees, giving the area a much-needed spruce up. The area had recently benefitted from external improvements, so this was a great opportunity to build on positive relations and help make continued improvements for the benefit of all.
Happy for the help received a resident said, “Thanks so much for the support today – it’s a case of many hands make light work - I’m grateful for it – it’s made a big difference.”
Quality of your home
When we maintain your home, we promise that the quality of our work is a high standard and your neighbourhood is maintained and serviced and remains fit for purpose. We promise to use contractors that deliver a high-quality service and where they use components that are of a good standard.
Hello
– I’m Victoria Gabriela
I have been a council tenant for three years and I’m a member of the Council Housing Management Board.
I have the pleasure of introducing the Quality of your Home pledge, which is important to me as it sets the standard for ensuring that our homes are well maintained and suitable for our needs.
To ensure homes meet the Decent Homes Standard, we have an annual programme for capital investment work.
“I love the house that I live in and have recently had a new kitchen fitted. The repairs are always completed within a good time scale and to a high standard.”
You told us
When your shower stopped working and required a replacement, there was a delay caused by the replacement shower needing a part to be ordered.
We arranged to have a larger supply of showers to be available from stock to avoid delays in future.
You told us
When damp works were carried out after a survey, certain tasks such as removing and rehanging a radiator were missed, meaning you had to report these to us.
We instructed our contractor to identify, as part of the damp survey, all jobs required to complete the work fully to avoid these being missed.
You told us
When a major repair to your home required approval, before the work could be planned in you were not kept informed of progress and were unclear of the process and timescales.
We reviewed our process and now timescales are communicated more clearly.
How are we exploring new ways of supporting tenants who might need additional support to maintain their home?
70 wellbeing support cases closed, with 62 achieving at least one positive outcome
“I wasn’t aware of all the additional support ForHousing had to offer and am very grateful for everything.”
Did you know we offer a wide range of support to ensure that you remain independent in your home?
“We have already made more happy memories here than we did in years at our last home.”
Did you know we are able to offer support and advice should you wish to mutually exchange with another tenant?
When we carry out repairs and improvements to your home, we promise that your home will be a safe place to live, and it forms part of a safe and secure community.
Hello –
I’m Brian McGaw
I have been a council tenant for over 30 years, I serve as a tenant representative on the Council Housing Management Board.
I have the pleasure of introducing to you the Your Safety pledge which is important to me as it promises that our homes will be a safe place to live and will form part of a safe and secure community.
“ForHousing are always on time with all of our annual gas and electrical checks, which makes us feel safe.”
We want to ensure our tenants are confident that their homes are safe and if they raise concerns these will be considered and acted upon.
Safety in your home
Within our high rise blocks at Joseph Groome Towers, we have organised building safety forums, providing an opportunity for tenants to meet, discuss any concerns that need to be addressed, update on building safety and share future improvement plans to the blocks to ask for feedback.
94% homes with electrical installations have been inspected within 5 years and have a valid electrical installation condition report (ECIR)
We have a dedicated ‘Keeping you safe’ section on our website, where you can find information on what we’re doing, as your landlord, to keep you and your home safe. In this section we cover gas, fire, electrical, water, lifts, asbestos and building safety.
We also have fire and electrical safety leaflets with important information and tips on staying safe in your home available online.
Scan the QR code or visit: www.forhousing.co.uk/ cheshirewestandchester/keeping-you-safe
Your stories
Rebeccca* was struggling because of a recent family bereavement, and we found that she needed help with reporting repairs and decluttering her home.
We visited her at home to agree with her how we could help. All repairs were completed, and her home was decluttered. To help with her personal struggles, we referred her to Adult Social Care and our Wellbeing Service.
“We are so happy knowing that the Housing Officer was there to safeguard our mum. It was great to know that we could contact the officer with problems or when we didn’t know what to do, and the officer always came to advise us either by phone, texts or a visit. We are glad that the Officer got involved to improve the situation. Mum is so grateful for all the help and support she has received.”
Rebecca’s daughter.
*name changed to protect identity.
How your rent is spent
Your rent pays for all services, repairs, maintenance and improvements to Council homes. This includes:
• Support and advice for tenants
• Tenant wellbeing service
• Managing estates and dealing with complaints
• Collecting rents
• Day-to-day repairs
• Improvement to homes e.g. roof replacements, bathrooms, kitchens, central heating, rewiring, gas, electric, and fire safety
• Work on empty homes
• Letting empty homes
Would you like to help shape Cheshire West and Chester Council housing?
We have some exciting opportunities for tenants who are interested in getting involved in housing so they can work with us to make a positive difference to make our communities a great place to live. We are looking for tenants and leaseholders to join the following committees:
• Customer Experience Sub Committee – you can oversee, influence, and support the delivery of housing services.
• Governance, Audit and Scrutiny Management Committee Subgroup –you can oversee and influence how we do things.
• Complaint Panel – you can monitor complaint satisfaction to identify whether we are listening and understanding tenant’s views.
Who can apply?
Don’t worry if you haven’t been involved before as we will provide support and training where required. All we ask is for you to be enthusiastic, passionate about making a difference and have time to commit. You will have a responsibility to represent the interests of other tenants, so it is important you understand your neighbourhood and the wider community.
What’s in it for you?
• Gives you the opportunity to give something back to your community
• Great experience for your CV and career development
• Let’s you meet new people
• Help with childcare costs – when you attend a meeting we will pay for your childcare costs
• Travel expenses
• Full training
• £100 shopping vouchers awarded annually at the end of the calendar year (committees only)
• Opportunity to influence, make a difference and shape the services you use.
If you are interested to hear more about these roles, please contact our Engagement Team at: involvement@forhousing.co.uk or ring 0300 123 5522
Did you know…
You can view policies that ForHousing use as a guideline to deliver your housing services?
Visit www.forhousing.co.uk/cheshirewestandchester/our-documents/ to find out more.
Completing one of our web forms is the quickest and easiest way to get in touch and it helps us get all the information we need to help you as quickly as we can.
If you’re unable to get in touch by completing a form on our website, there are other ways you can speak to us:
Call our Customer Connect Hub on 0300 123 5522 (Monday to Friday 8am – 6.30pm)
Chat to our Customer Connect Hub Web Assistant at www.forhousing.co.uk
Download the MyAccount+ App