March 2013
You can’t break
the internet Page 8-9
15 year extension for
Wolverhampton Homes Have your say Page 4-5
NEWS AND INFORMATION FOR TENANTS AND LEASEHOLDERS OF WOLVERHAMPTON HOMES
Diary Dates
Welcome
to the March issue of Tenants Update
Spring is on the way and it’s nice to think about all of your gardens that we’ll see entered into the garden competition (page 10). We’ve got some very important information in this edition. Pages 4 and 5 are all about the extension of the contract for Wolverhampton Homes to manage your homes. I think this is great news. On page 8 and 9 you can read about the services
that are offered on the internet, from reporting your repairs and checking your rent account to how to save money or apply for benefits. These pages also tell you about the Web Wizards who can help you get online if you don’t know where to start. I love being online, I’m often on Facebook and I’ve already signed up for my Wolverhampton Homes online account. Ann Ramsbottom, editor, Tenants Update.
Board meetings
Rent Review Consultations:
Monday 18 March 2013 9.30am Monday 13 May 2013 9.30am
Low Hill: Tuesday 19 November, 1-2.30pm Merry Hill: Wednesday 20 November, 10-11.30am Central: Wednesday 20 November, 6-7.30pm Bilston: Monday 25 November, 6-7.30pm Wednesfield: Thursday 28 November, 2.30-4pm
Get Togethers Merry Hill: Wednesday 13 March at St Joseph’s Church Hall from 6-8pm. Wednesfield: Wednesday 20 March 2013 at St Patricks Church from 6-8pm. Low Hill: Thursday 21 March 2013 at Low Hill Community Centre from 6-8pm. Bilston: Wednesday 27 March 2013 at St Chads Church from 6-8pm.
Front cover photo: Thanks to Donna and Lorraine Dinham for helping with the front cover.
Contact us
Summer:
Call us on 01902 556789
Bilston: Thursday 13 June, 6-8pm Merry Hill: Tuesday 18 June, 3-5pm Low Hill: Thursday 20 June, 6-8pm Wednesfield: Thursday 27 June, 6-8pm
www.wolverhamptonhomes.org.uk
If you require this information in another language or format, contact us on 01902 556789.
2 Tenants Update March 2013
www.twitter.com/WolvesHomes www.facebook.com/WolvesHomes
Decent Homes
MORE THAN JUST A DECENT HOME Decent Homes is a refurbishment programme for council homes across Wolverhampton, we have already brought more than 18,000 homes up to the Government’s ‘Decent Homes’ standard which can include: s Inside your home: kitchens, bathrooms, front or rear doors, rewiring and central heating. s Outside your home: guttering, external insulation or cladding, roofing and painting. Thanks to the hard work of our partners Bullock Construction, FHM and Thomas Vale Construction, we have installed:
14,150 kitchens
11,370 bathrooms
5,150 miles of electrical wiring
Anita Cunningham
Debbie and Anita Cunningham of East Park said: “We were reluctant to have the work done because we’d heard rumours that had put us off but we’re so glad we did. We want to say a big thank you to everyone involved, they worked so hard and did it all in a minimal amount of time. They all worked well as a team and were really professional. Thank you so much.”
Debbie Cunningham Angela Lowndes Angela Lowndes of Wednesfield said: “I had a new kitchen, rewiring and new central heating. It was a bit traumatic having it all done at once but it was worth it. I’m so pleased with my new kitchen, they’ve done a great job.”
If your home hasn’t been improved yet, you can find out when the work will be carried out by visiting our website and reading the “Yellow Book”.
From April we will have new partners for the project. Tenants have been involved in the choice of the new partners and we will let you know who they are very soon. If your home is due to be improved we will contact you. March 2013 Tenants Update 3
Have Your Say
ANOTHER 15 YEARS FOR WOLVERHAMPTON HOMES
Wolverhampton Homes was set up by Wolverhampton City Council as an Arms Length Management Organisation (ALMO) in 2005. Our main jobs were to get Decent Homes funding and to improve housing services. The result of a ballot was that over 80% of Tenants and Leaseholders who voted were in favour of Wolverhampton Homes. So a ten year agreement for us to manage, maintain and improve your homes was put in place.
15 more years for Wolverhampton Homes The ten year agreement is due to expire in 2015 and the City Council would like to extend the agreement for another 15 years. A recent report to the Council’s Cabinet says that “This will provide stability and the focus to deliver the remaining Decent Homes programme and allow the Council and Wolverhampton Homes to pursue new areas of working.” The Council feels that continuing to work with Wolverhampton Homes will best support the City’s housing plans in the future, but they want to hear your views. 4 Tenants Update March 2013
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THE JOURNEY SO FAR We are run by a board of 15 people, including tenants elected by you as tenants and leaseholders. The Chair, Sue Roberts MBE, is a tenant. Since 2007, we have improved 18,000 homes through the Decent Homes programme and are on target to finish the programme in 2014/15. We have achieved the top 3 Star Inspection Rating awarded by the Audit Commission, which found “excellent services with excellent prospects for improvement”. The Council is pleased that there has been improved performance, a strong customer focus and increased customer satisfaction (86% of tenants are satisfied or very satisfied with the service provided).
Have Your Say
LEGAL STUFF s No change is proposed to your rights or responsibilities as tenants or leaseholders. s You will continue to be secure or introductory tenants, or leaseholders of the Council. We will manage, maintain and improve homes as we have done over the past eight years. s There will be no change to homes managed by Dovecotes TMO, New Park Village TMC, Springfield Horseshoe HC, Bushbury EMB and Wolverhampton Homes will continue to undertake all their current roles and responsibilities.
THE FUTURE HELPING IMPROVE HOUSING IN THE CITY The Council has ambitious plans to continue to improve housing in the City, including providing more council and social housing. It wants to work with us and other housing providers to make best use of the housing stock, improve neighbourhoods and increase housing options. A new 15 year agreement will offer greater opportunity for us to do this, by working together on new building projects and regeneration schemes. Fifteen years has been chosen because it matches the construction partnership to complete the final two years of the Decent Homes Project and continue to provide housing services in the City for the following 13 years.
CHECKING THAT EVERYTHING
GOES WELL
We will continue to ask you for your views on how we are performing and this will help the Council check that everything is going well. We will involve you as much as possible and reach out to any groups of tenants and leaseholders that tend not to get their views heard. Fostering equality and valuing diversity will continue to be an absolute requirement. Any new plans will be subject to consultation and Council approval. They will check that targets are met. The Council will have an option to review the arrangement every 5 years.
WHERE TO GET MORE INFORMATION Please visit www. wolverhamptonhomes.org. uk or www.wolverhampton. gov.uk for more information. If you do not have access to the internet, please contact us by phone or at our One Stop Shops.
YOUR VIEWS The Council thinks this is the right way forward. It wants to hear your comments about the best way to manage the City’s housing stock before a final decision is made and before any new agreement is finalised. The Wolverhampton Federation of Tenants, All Culture One Voice, the Wolverhampton Homes Review Panel, members of the Equality and Diversity Steering Group, the Leaseholder Forum and tenant management organisations are also being consulted.
Do you have any comments that the Council should consider before making a final decision? Watch out for feedback in the next edition of Tenants Update.
WHEN AND HOW TO RESPOND The Council (not Wolverhampton Homes) will make the final decision so please send your comments to Wolverhampton City Council by 5pm on Monday 25th March 2013. Email: Housing.Strategy@ wolverhampton.gov.uk Post: Housing Strategy, WCC, Civic Centre, St Peter’s Square, Wolverhampton, WV1 1RG
March 2013 Tenants Update 5
Money Smart
BENEFIT CHANGES ARE YOU READY?
Money Smart
We are just weeks away from the first changes to benefits under the new Welfare Reform Act being introduced by the Government. Housing Benefit
They can check you’re getting the benefits you’re entitled to, help you budget and help you if you’re having trouble paying your rent.
In April the new underoccupation rules will start. If you have more bedrooms than you need, your housing benefit will be reduced and you will need to pay the remaining part of your rent.
Get in touch with them on 01902 556789 or contact them on their facebook page “Wolves Homes Money Smart Team”
Housing benefit will be reduced for tenants of working age by:
Our Money Smart team are here to help.
Direct Debit Winners Clifford Ellwell of Lanesfield was the lucky winner of the January Direct Debit prize draw. He won £75 vouchers. Phone 0800 408 0440 to sign up to Direct Debit and you could be our next winner. 6 Tenants Update March 2013
s 14% for tenants with one spare bedroom s 25% for tenants with two spare bedrooms Council Tax From April everyone will need to pay some Council Tax, from £82 (or £64 if you have a single person discount).
Money Smart
What would you do?
Spare room but don’t want to move? If you have an extra bedroom but don’t want to move, you may be thinking of taking in a lodger to bring in some extra cash. Spar e Ro om A lodger is someone who pays to rent a room in your home and shares your facilities. Renti
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STA ANDY PAY !
Lynda’s story Lynda and Allan are going to stay and pay. They live in a three bedroom home with their two girls of 14 and 8. They are working but receive partial housing benefit of £30 per week. Under the new rules, they are only entitled to two bedrooms until one of their daughters is 16, so they will see a cut of £11.90 per week in their benefit. Lynda and Allan have decided to stay in their 3 bedroom house and find the extra £11.90 per week, which will be a struggle for them. They are looking to the future, and when their oldest is 16 they will need the extra room so their benefit will go up again. (This is based on a true story but Lynda and Allan asked us not to use their real names.)
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Move to a smaller home Jennifer and Wayne have decided to move to a smaller home. They live in a four bedroom house with Wayne’s mum, so have two extra bedrooms. They have decided they need to move to a two bedroom house so that they won’t have any extra rent to pay. They are looking for a family in a 2 bedroom house who will swap with them through a mutual exchange. If you need to move to a smaller home, please get in touch with our tenant matchmakers. Our Tenant Matching Service can help you find a tenant who would exchange homes with you, so you both find the home that is right for you. They also hold Speedmatching events where you can go and see all the homes that are available for swaps. Contact Claire Sands on 01902 556789. March 2013 Tenants Update 7
Web Wizards
No computer? No problem.
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You might be saying “That sounds good but I haven’t got a computer”, did you know that many of the libraries in Wolverhampton have computers you can use for free? You can find a list of these in our PC and Internet Guide Booklet.
You can’t break the internet – learn with our Web Wizards Have you never used the internet? Have you been online but aren’t sure what to do? You may think it’s not for you, but did you know how important it is to be online? Employment and Skills: s Between 75% and 90% of jobs need you to have some computer knowledge. s Being online also gives you more opportunities to search and apply for jobs. s When you sign on at the Job Centre, you will need to be able to search their online job advert website. 8 Tenants Update March 2013
Welfare Reforms: s The benefits system is changing with Universal Credit replacing many benefits including Housing Benefit and Job Seeker’s Allowance. The Government wants applications for Universal Credit to be made online.
Saving Money s By using the internet for shopping and paying bills, you could save about £560 per year.
DID YOU KNOW?
If you’ve got a smart phone and a data package with your network provider, you can use your phone just like a computer.
Where to get help So you want to get online, you know where to get online but how do you do it? We can help. Our Web Wizards will be holding free sessions in our One Stop Shops throughout the year. s Market Street – first Monday of the month s Bilston – second Monday of the month s Low Hill– third Monday of the month s Wednesfield – fourth Monday of the month s Merry Hill – first Wednesday of the month They can show you how to use the internet, help you set up an email address and much more.
Do it online
Do it online To register g visit
homes.org.uk www.wolverhampton and click “Do it Online” Online”. You will need to enter your surname, date of birth and payment reference number from your rent receipt, rent statement, payment card. It’s an eight digit reference number ending in a letter eg. 1234567A We’ll send you your username and password in the post to make sure only you can access your account.
We want to make it easy for you to access our services 24/7 - whenever is convenient for you. You can do this through our “Do it Online” service. It’s easy to use and more importantly, safe. You can:
Karl Jones from Parkfields said:
“Do it online Folks! It’s much more convenient, makes things easier. Embrace technology!”
s Check your rent balance and current charges s Check and update your details including contact information s Check your repairs s Access our online repair reporting website
Win with Do It Online Sign up and use your Do it Online account and you will be entered into our Prize Draw. A winner will be drawn each quarter to win an Amazon voucher. March 2013 Tenants Update 9
Estate Services and Gardens
Meet the team….
Estate services In this issue, Tenant Auditor Robert Mason spent time with the Paul Broomhall, Gary Evans and Mark Barratt from the Estate Services team. Last autumn, our Tenant Auditor, Robert Mason, shadowed some of our Estate Services caretakers while they were out and about. He was with them for two shifts and saw them carry out their duties removing rubbish and inspecting a low rise block of flats. Robert said he wasn’t sure what to expect but was made very welcome by the Estate Services Team who were eager for a ‘fresh pair of eyes’ to look for ways to improve the way they work. Robert said:
“I found the experience really enjoyable. I was impressed with their dedication to keeping the estates clean and safe. They have a positive attitude and enjoy what they do, because of this attitude they are happy to use their initiative to maintain a good quality of service and report back ideas to further improve services.” 10 Tenants Update March 2013
GET YOUR
GREEN FINGERS READY We’re launching our 2013 Garden Competition with categories for gardens big or small. If you’d like to join in grab an entry form from one of our shops or our website.
Looking after your gardens If you have a communal garden that we maintain, you can find out the dates that Continental Landscapes will be with you. Just visit their website for dates and more details: http://www.continental-landscapes.co.uk/ websites/wolverhampton/
Your Complaints and Antisocial Behaviour
Your complaints
We currently have a three stage complaints procedure. We’re pleased that most complaints are resolved at stage one. At the moment, complainants who are dissatisfied with the way their complaint has been handled can contact the Local Government Ombudsman. However, from April this will change. The Localism Act 2011 gives Councillors, tenant panels and MPs (“designated persons”) a more active role in helping to resolve complaints locally. Under the new rules, the “designated persons” can refer complaints from tenants to the Housing Ombudsman, at any time once the Complaints Procedure has been exhausted. You can still refer your own complaint to the Housing Ombudsman, without referral from a designated person, but you will need to wait eight weeks after your complaint has been through the Complaints Procedure. For more information visit our website or contact the Customer Feedback Team on 01902 554704.
Antisocial behaviour update
Working Protecting together staff A man from Oxley who caused misery for his neighbours has had an Antisocial Behaviour Order granted against him thanks to the community. He is now barred from contacting certain named people and from being abusive toward members of staff from Wolverhampton Homes and Wolverhampton City Council. This case was successful because the people affected came forward to report the problem and gave evidence. Without that evidence, we would not be able to take action.
Over the past few months, Wolverhampton Homes have been awarded three Emergency Antisocial Behaviour Injunctions against tenants or their visitors who have threatened our staff. One was a tenant who made threats over the phone and another was a tenant who was aggressive towards a repairs officer. We are committed to protecting our customers from antisocial behaviour but we will also protect our staff from verbal or physical abuse.
Coming soon a new team This summer there will be a brand new team to deal with your antisocial behaviour problems. Made up of our antisocial behaviour coordinators and staff from the Council’s antisocial behaviour team, the new team will be on hand to help. We’ll tell you more in the next edition of Tenants Update. March 2013 Tenants Update 11
Energy Advice
Why pay more for your
ENERGY? uSwitch, the UK’s free and impartial energy comparison service, are offering you the opportunity to enjoy cheaper gas and electricity bills.
Energy Advice Surgeries a SUCCESS Did you come to any of our Energy Advice Surgeries in January at our One Stop Shops? Over 211 tenants and residents came to the surgeries to get free and impartial energy saving advice and s Chatted to our qualified energy efficiency advisor as well as uSwitch and CAB advisors. s Found out how to save energy by reducing their energy use and by making their household more energy efficient. s Found out how to reduce and manage their utility bills. s Checked that they are receiving the benefits or grants that they are entitled to.
All of the `Big Six` energy companies have recently raised their prices taking the average household energy bill to a whopping £1,352 a year. uSwitch worked with us at our energy advice surgeries and heard how high energy bills are affecting you. Now you can do something about it. All you need to do is: 1. Grab a copy of your latest gas and electricity bil 2. Either go to www.uswitch.com or phone 0800 0688 8395. 3. uSwitch will then check the prices for every supplier and find the best deal for you. 4. uSwitch will contact the new supplier so you don’t need to do anything else.
If you missed the advice surgeries don’t worry, contact our Climate Change Team and they can visit you at home. Visit their Facebook page Energywise at Wolverhampton Homes or call 01902 556789.
12 Tenants Update March 2013
Top tips for saving money on your energy bills s Pay by Direct Debit s Have dual fuel (both your gas and electric with one supplier) s Have your bills sent to an email address (it doesn`t have to be your own) s Always use an independent and impartial advice service such as uSwitch to make sure you get the best deal.
Getting Involved
Getting
Involved Did you know that there are many different ways that you can get involved with Wolverhampton Homes and help us improve our services to you? You could s come to our Get Togethers s become a Tenant Ambassador s come to our training taster sessions s be a Tenant Board Member or Review Panel el Member (if there is a vacancy) s connect with us on Facebook or Twitter Even if you just have one idea a year, it’s really useful for us to hear from you. Here are some stories from tenants who have done just that:
invo To get 0190lved con 25 tac visit 56789 o t r Fac the “Wo ebook pir lv a Hom erhamp ge Eng es Tena ton agem nt ent”
Joy McLaren Review Panel Member
Karl Jones Twitter fan I like getting involved because I enjoy community involvement, sharing my knowledge with others to help out. If I can see an improvement, then I like to point it out. I use Twitter because I find it informative.
I think that the Review Panel is important to make sure that Wolverhampton Homes keeps its promises to tenants and make recommendations to the Board.
Kelly Pearce Tenant Ambassador As a Tenant Ambassador I get to meet loads of people from different areas and share ideas with them. My highlights have been: s Going to all the Get Togethers s Meeting the Tenant And Resident Association members at their Christmas meeting
Highlights for me have been: s Creating a survey to look at satisfaction with the Decent Homes programme and suggestion improvements for the future. s Examining the tenant involvement process.
Dawn Lampitt “Cooking on a budget” trainee I really enjoyed the cooking on a budget class we made basic pasta sauce (all free) & a pineapple upside down cake (not good for our waistlines). March 2013 Tenants Update 13
Q&A
Q&A
Wolverhampton with Homes ch.
ase get in tou le p d re e sw n a e k li n you’d If you have a questio omes.org.uk, h n to p m a rh e lv o w s@ n Email communicatio ook page b e c a F r u o n o it st o rp call 01902 556789 o page 16. n o ip sl ly p re e th in or send Mrs Fletcher of East Park asked:
Why don’t you have a prize draw for people who pay by the rent card? You only do it for people who pay by Direct Debit. I think this is unfair.
Wolverhampton Homes: We’re sorry you feel that way. Direct Debit is our preferred payment method as it is the cheapest method for us when you pay your rent. The bank charges us a fee every time you pay your rent, the fee charged by providers for payments by rent card are a lot more than for Direct Debit so we are able to offer the prize draw for Direct Debit payers based on the savings we make in admin fees. We do also have a quarterly prize draw and an annual super draw for anyone who keeps their rent account paid up to date.So everyone has a chance to win in one of the draws.
Your feedback Rebekah Lister, Low Hill I’ve been really pleased with council services this year, repairs have been dealt with quickly and efficiently and staff are friendly and happy to help. I really appreciate their flexibility too. Thank you.
Wolverhampton Homes: That’s really good to hear, we want to provide you with excellent services and good quality housing.
14 Tenants Update March 2013
Mrs Bourne, Tettenhall Wood Although we are 99% happy for all the services and work done, it would be helpful if when people say they will phone, they actually could. It is really annoying and time wasting.
Wolverhampton Homes: I’m really sorry to hear that we haven’t been calling you as promised. There may be times when emergencies crop up and schedules change but generally we aim to call you back within 24 hours.
Performance
HOW ARE WE DOING? Here’s a round up of how we have done between October and December 2012. Antisocial Behaviour We always take cases of antisocial behaviour (asb) very seriously. 86% of people affected by asb, were very or fairly satisfied with the way their antisocial behaviour complaint was dealt with. This met our 80% target. 85% were very or fairly satisfied with the outcome of their complaint. This also met our target of 75%.
Decent Homes We completed 1133 homes which was very close to our target of 1140. 87% of properties have been completed within the 20 day timescale which is below our 96% target but is a 10% improvement on the last period. We expect this to continue to improve. Local employment is very important to us. 17% of employees on the project are trainees, which is well above our 10% target. 32% of employees on the Decent Homes programme live within the city boundaries, which is above our 30% target.
Rents We are just below our target of 98.15% for rent collection, having collected 98.07% of the rent due. So thank you to all of you who pay their rent on time. The percentage of tenants owing over seven weeks rent is within our 1.75% target at 1.73% (lower is better) which is great. We now have 29.41% of tenants paying by Direct Debit (our preferred payment method). Our end of year target is 30% and we should achieve this. This payment option is less expensive for us and makes paying your rent easier by not having to wait in queues. Contact 0800 408 0440 if you would like to set up a Direct Debit.
Empty properties and lettings The average time to relet our empty properties was 19 days which is slightly over our 18 day target. The rent lost through empty properties is 1.64%, which is slightly higher than the previous period. This is above our 1.3% target and is largely due to the redevelopment of some high rise blocks. Over 86% of tenancies offered were accepted first time, which is well above our 80% target.
Customer Care Homes Direct answered 60.3% of your calls in 30 seconds which is below our target of 75%. At the moment our average call answer time is 51 seconds. The number of calls abandoned rose to 9.1% which is above our 5% target. We are now fully staffed in Homes Direct and hope to be able to answer your calls much faster from now on. 97.1% of your complaints have been dealt with inside our timescales and this is comfortably within our 95% target.
Repairs 98.93% of response repairs have been completed within their timescales. This is very slightly below our target of 99%, and is due to a small number of jobs being completed just outside of their timescale. 93% of appointments were kept during the period, which is short of our 96% target. The number of properties with a valid gas certificate is still 99.93%. This is comfortably above our 99.60% target. March 2013 Tenants Update 15
D F P V Q C A A I M C W Z P
A E E E B V E Q C C V E S U
F X X C L E A N I N G Y U I
F B V H O B R G R V E I N R
O J A U S N E D E R P U S A
D I U I S M G E S Y W U H S
I W B O O R H X A U L H I F
L Q I P M G J Y W B U C N K
S Z R L J M K B T R I V E L
T Y D E H N L E M E E N X C
A R S E C X U E Y A R L D H
C C K G R A S S U W R P E I
Q N E C E Z R U I I T U W C
X O C B R B E I M U Y I I K
O B U T T E R F L I E S U S
Spring Word Search There are two prizes up for grabs, one for under 5s and one for 5-10 year olds. You could win £20 in a First Savers Credit Union Account. Daffodils Grass Sunshine Bees Butterflies
Birds Cleaning Blossom Chicks
Last Issue’s winners: Micky Ngumbu, The Scotlands and Emily Hickman, Bilston. Name: Please fill in your address details below.
Quiz time Complete our quiz to win up to £100* in a Credit Union Account. Find the answers in this issue. (*£50 will be paid into a Wolverhampton City Credit Union account, another £50 will be paid in on the 6th months later.) 1. How many miles of electrical wiring have been installed during the Decent Homes project? 2. By how much will Housing Benefit be reduced if you have one spare bedroom? 3. Which service can help you switch energy suppliers? 4. Which team did Robert Mason spend time with? 5. What is the name of our online account service? Last issue’s winner Maureen Fletcher, East Park.
Your Feedback Tell us what you think about any of our services and you could be included in the next Tenants Update. We welcome all feedback – good or bad.
Your name: Your Address: Your Postcode: Your Telephone:
Your Email: Send me Tenants Update via email
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Return to: Communications, Wolverhampton Homes, Chillington Fields Industrial Estate, Off Hickman Avenue, Wolverhampton, WV1 2BY. 16 Tenants Update March 2013