PCH InTouch Winter 2013

make it happen

InTouch Issue 17 Winter 2013

Tying the knot twice Couple gets married all over again

Keeping water costs down Ernesettle shops plans We getti’nre g so Find cial.. us .

Ownwn o yourm hotasticew!ay

Face on Twitte bo r, YouT ok and ube Page 5

A fan on the to get ladder g housin ge 4 a P

Inside this issue Benefit changes update Page 7

News in brief All the latest on pages 4 - 5

Warm home ahead of schedule See page 9

A barking time had by all Page 15

Hello InTouch

Call us on 0800 694 3101

Hello!

ellaorwd P e n i a El f the Bo Chair

o

Hello and welcome to the last issue of In Touch for this year. As always, we’ve plenty to tell you.

Some important changes were made this autumn to the way we manage our empty homes. We’re aiming to ensure they don’t stay empty for long once tenants leave. We know there are lots of people who need a roof over their heads so we’re trying to speed up the process and get them in to their new home much faster.

We also give you an update on how work is progressing to revamp the shopping precinct in Hornchurch Road, Ernesettle.

Most of you will probably need them at some time while you’re a PCH tenant – of course I’m talking about

Inside 3 4 6

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Top Story News in Brief Keeping water costs down

our repairs team. Louise Smith spent a day with a Repairs Supervisor to get an insight into the important work he and his colleagues do and the challenges they face.

Christmas is around the corner.

It’s often a time when finances are stretched. Don’t struggle this festive season. If you’re having difficulties paying your rent, speak to our Housing Officers as soon as possible.

Have a great Christmas everybody And turn to page 7 to find out how you and a happy New Year too. might be able to save some money on your water bills – every little helps.

Finally, you may be aware PCH

7 Benefits update 8 ECO project 9 Warm home upgrade 10 Ernesettle plans

Elaine Pellow Chair of the Board

11 Successful gardeners 12 Moving in quicker 13 Day in the Life...

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is now on social media! This is an exciting development for us.

You can find us on Facebook at: https://www.facebook.com/ PlymouthCommunityHomes and we’re Tweeting at: https://twitter. com/PlymCommHomes.

We’re also on You Tube here: http://www.youtube.com/user/ plymouthch. Please do visit the sites and tell us what you think.

14 Letters and Leaseholders 15 Dog Show 16 Contacts

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Top Story InTouch

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Second time round for happy couple Stonehouse tenants Chris and Lisa Bligh were so determined not to give up on love they tied the knot twice.

The couple, who married in 1997 and divorced in 2001, recently remarried after dating each other for ten years.

Lisa said: “We found it a bit strange at first, but we talked things through. It was easier because there was less pressure and less stress. We were able to take things slowly and there was less hassle.

“It’s important to me to show her a firm commitment. The divorce was a mistake in my mind, and I wanted to put it right. I can’t imagine being with anyone else.”

“The divorce was a mistake, I wanted to put it right. I can’t imagine being with anyone else.”

“Friends have been supportive and although some family members were sceptical at first, they’ve come around now.”

The pair were so convinced they were doing the right thing, they even chose to marry on Friday the 13th this September.

Their special day was a big contrast to their first wedding. Then, it was on a shoestring – the whole thing including the honeymoon was £600.

This time around, Lisa wore a white dress, they married at the Duke of Cornwall hotel and they enjoyed a party at Revolution afterwards.

Chris and Lisa’s two sons were also involved in the wedding – the eldest was best man and gave a speech at the reception and the youngest gave Lisa away and did a reading at the ceremony.

Chris said: “Things are much better now – the first time around we were much younger, but even when we split up we stayed friends for the sake of the children, so second time around we were friends first and foremost.

“We feel much happier now. There were lots of stresses and strains first time around, but now we have more time to ourselves. I’d have to go a long way to find another woman like her.

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News In Brief InTouch

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Combat condensation

Have you noticed an increase in condensation in your home now that the winter weather has arrived?

Condensation – when water settles on surfaces – is produced by everyday activities when your home is too cool and not enough air is going through.

 Wipe down surfaces where moisture settles  Cover boiling pans when cooking  Cover fish tanks to stop water evaporating

 Allow air to circulate by leaving a space between the furniture and the wall  Make sure cupboards and wardrobes are not overfilled to allow air to flow

 Make sure air vents in your home are  Dry clothes outside where possible – if free from obstruction you have to dry them inside dry them in a small room with the window open  Maintain a low heat when the weather is cold or wet Cooking, drying clothes, showering – even  Make sure tumble dryers are vented to breathing – all add to the moisture in the the outside  Close kitchen and bathroom doors when air. If moisture is allowed to build up, it can cooking / bathing / washing cause damp leading to black mould growth  Open windows or use extractor fans when cooking to let steam escape (and on walls, ceilings, furniture and clothing.

If you’re still experiencing condensation leave on for 20 minutes after cooking) after doing all this, you may have a damp There are some simple steps you can take to  Open windows for a while each day or problem. Please contact us on 0808 230 make sure you don’t develop condensation: use trickle / night vents 5600 and a damp inspection will be booked.

Tireless devotion means award for Glynis A PCH resident who devotes her time to her local community has been rewarded for her efforts.

Own your home

Do you want to get your foot on the housing ladder and buy your own home?

Becoming a home owner could be easier than you think with the Help to Buy Shared Ownership scheme.

We have a range of brand new two and three-bedroom homes available on a part rent / part buy basis in the PL2 development in North Prospect.

You could own your home for as little as £59,625 (based on a 45% share).

For more information, contact our sales team on: 0800 032 7100, email sales@ plymouthcommunityhomes.co.uk or visit our Sales and Information Centre in Ham Drive, North Prospect, PL2 2NL.

Glynis Lidster, centre manager at the Welcome Hall in Devonport, has won the Inspirational Woman of the Year category of the Venus Awards Devon 2013.

Glynis, who lives in Tamar House, Devonport, and sits on our North Prospect Money Tree Fund panel, was nominated

by Bishop Fleming Accountants, who look after the Welcome Hall’s finances.

Her tireless devotion to the community centre and its users ensured she was a clear winner, although as Glynis says, she nearly didn’t receive the honour.

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She said: “They originally weren’t going to give it to me because I couldn’t make

the awards ceremony due to me working but then they realised this showed how committed I was.

“I was asking myself, ‘why should I get an award for something I love doing?’

Normally I like to do the work and stay in the background and let someone else take the credit.

“I love working in this community. The people of Devonport helped me when I came down here from Yorkshire 11 years ago to look after my mum. She was in hospital for four-and-a-half months and I didn’t know anyone.”

As well as managing the centre, Glynis

also volunteers at children’s groups, lunch clubs and craft sessions. She is a full-time carer to her mum and still finds time to fundraise for charity.

Hayley Kemp, Communities Worker at PCH, added: “We often book events and training at the Welcome Hall and Glynis can’t do enough to help us. I believe this is due to her commitment to the community in Devonport.”

Pictured from left to right: Claire Tonkin (Bishop Fleming), Glynis, Councillor Chaz Singh (Welcome Hall Board Member), Ben Thorne (Bishop Fleming) and Ian Tweedie (Chair of the Board of Trustees at the Welcome Hall).

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Find out about free training

We put on lots of training events for tenants. These courses are free to all PCH residents whether you’re in work or not. In the last few months we’ve held courses in gardening, using computers, how to manage money, first aid, food hygiene and many others.

CSCS Card with us are now in full time employment.

The training is also a great way to learn something new in a relaxed setting, a good way to boost confidence and an easy way to make new friends. We provide lunch and refreshments, help with the cost of Find out what PCH has on offer this transport and can cover the cost of winter by looking in the Learn for Free childcare while you do the course. training leaflet inside this newsletter.

The leaflet also has information about Ryan Huws, from the PCH Communities Team, said: “It’s been free training opportunities with other great to see people finding jobs after organisations in Plymouth. doing the CSCS test with us. One man said that the card had been a Residents tell us that attending free ‘God-send’. He said that his life had training gets them qualifications and certificates that helps them find work. now completely changed after he’d gone through a bad patch.”

We know that many who did the

Tenant eviction

We have evicted a tenant for on-going anti-social behaviour (ASB) after all other measures failed.

The tenant in Estover was accused of threatening neighbours, noise disturbances and damaging property.

In November last year, we obtained an injunction against the tenant due to his noise and ASB. In January, we got an exclusion order from Plymouth County Court, which banned him from living in and visiting the street, because the tenant breached the injunction repeatedly.

Team and crucially, the residents.”

Simon Healy said: “We work hard with people causing ASB to resolve these problems without having to take legal action. However, in the rare cases when this doesn’t work we quickly take action to protect our residents.

“We tried to work with the tenant, offering support and various opportunities but he kept breaching his injunction by threatening his neighbours and making noise late at night.

We took back the property in July after the “We would always rather keep people in same court granted a possession order. their homes if we can.

One neighbour completed log sheets “Tenants can sometimes get frustrated which we used as evidence in court. with how long it can take to pursue action Our in-house Legal Team and Housing through the courts but it takes a lot of work Officers Simon Healy, Nicky Blackwell behind the scenes to get to this point. and Sharon Miller worked on this case.

Danny Damarell, Chartered Legal Executive, said: “This outcome was the result of excellent joint working between Housing Officers, the in-house Legal

“We’re pleased with this result. It’s essential residents take a stand against ASB and come forward with their concerns.”

Lifts and laundries consultation If you live in a block with a lift or laundry, you’ll know that we’ve been in contact with you to get your views about these services.

The documents we’ve sent to you enable us to enter into a new long-term agreement with a company, as we’re coming to the end of our contract with the firms that repair and maintain the two services.

We wrote to affected tenants and leaseholders in September and asked for their views by the end of October.

We’ll be writing again to give details of the companies which have submitted tenders to run the service and there will be a chance for resident feedback.

There will be a final letter sent out to residents once we have made our decision explaining why we have chosen the contractors we have.

The new contract is intended to start in April 2014.

We’re using Social Media!

It may seem like everyone is talking about social media these days but many people are still unsure what all the fuss is about or what the benefits are.

Here at PCH, we want to make it easier for people to get in touch with us and get the information they want in the way that suits them. That’s why we’re now using Facebook, Twitter and YouTube.

Social Media isn’t going to replace traditional forms of communication – such as this newsletter – but will complement them, giving you the opportunity to decide what’s best for you.

You might want to see what our staff do in a video on YouTube, see photos from our latest events on Facebook or send us a short message through Twitter.

We’re here to listen but we’ll also be putting a lot of exciting content onto our social networks for you to enjoy.

Find out more here: https://twitter.com/PlymCommHomes https://www.facebook.com/ PlymouthCommunityHomes http://www.youtube.com/user/plymouthch

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Help keep water costs down

If you’re struggling to pay your water bills you can apply for extra help to keep costs down.

Two special tariffs are available for people on lower incomes and lots of you are already benefitting from them.

There are three bandings offering a discount of between 15 to 50 per cent.

conditions that mean you use a lot of extra water.

“Anything that can help people reduce their outgoings is a good thing.”

You can only be placed on one of the above tariffs if you’re eligible.

You will pay the annual average charge which, this year, is £549 Plymouth Citizens Advice Bureau Some have seen bills fall, including processes the application on behalf regardless of how much water you of SWW. You should apply directly use.

Estover resident Lorraine Ashton, who is now on South West Water’s to the CAB. To qualify, you must have a water WaterCare tariff after having a meter or pay a multi-occupancy The WaterSure tariff is a meter installed. assessed charge. national tariff introduced by the Government.

Mrs Ashton said: “I was paying Applications should be made £83 a month for my water but directly to South West Water. that’s gone down to £20 a month.

That’s a big difference. It’s really worthwhile because I live by myself.”

It’s particularly helpful to her as she now also has to pay the bedroom tax.

The WaterCare tariff was introduced in April by South West Water (SWW).

The person who pays the bill or It’s designed for people who are someone else in the household on a meter or who request a meter must be receiving one or more of and who are receiving one or more the following benefits: of the following benefits:  Employment Support Allowance (income based)  Housing Benefit  Income Support  Job Seekers Allowance (Income based)  Guaranteed Credit element of Pension Credit It’s based on the level of weekly household income after housing costs are taken into account.

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 Child Tax Credit (other than just the family element)  Employment Support Allowance  Housing Benefit  Income Support  Job Seekers Allowance (Income based)  Pension Credit  Working Tax Credit  Universal Credit You must also have three or more children under 19 living at home or you must have certain medical

Sue Elder, Financial Inclusion Officer for PCH, said: “There are some big savings to be made by those who successfully qualify for these tariffs at a time when there is more demand than ever on people’s finances.

“We’re faced with a high cost of living, many people have to find extra money for bedroom tax and council tax payments and Christmas is just around the corner.

“Anything that can help people reduce their outgoings is a good thing.”

For help applying for either of the water tariffs, contact your local housing office (numbers on back page) or the Plymouth CAB on 01752 241082 or 241083.

To find out more about the WaterSure tariff, contact South West Water on 0844 346 1010.

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Benefit changes update We’re still not sure when the government intends to introduce Universal Credit across the country.

Universal Credit will replace many bedroom tax, or underoccupancy existing benefits and provide both charge. in and out of work support for working-age claimants.

She was living in a three-bed house and faced having to find Working-age tenants will receive an extra £23.98 a fortnight in rent a single monthly payment directly and an additional £19 a month in from the Department for Work and council tax due to the change in Pensions. This will include their benefit rules. support for housing costs.

It was due to be phased in between October 2013 and October 2017, although it’s not clear when it will be introduced here in Plymouth.

We’re continuing to work with all tenants affected by benefit changes, whether it’s Universal Credit or the Bedroom Tax.

She originally considered moving last year when a recurring illness meant she found using the stairs difficult.

She said: “On bad days I was really struggling. It was too much for me sometimes. I was willing to downsize.

“When the tax came in I thought If you need help paying your rent I was able to cope with it but not due to benefit changes, please call your local housing office as soon as possible – phone numbers are on the back page.

One of the ways we’re helping people struggling to pay their bedroom tax is by assisting tenants to downsize to smaller homes where suitable.

really. I found I was going without.

We could only afford things like beans on toast. It was really tough and things were stretched.

“We only moved two streets over but it has made a big difference.

We have settled in and really love it. It’s a lovely flat and so quiet.

“Now, things are completely different. I can put more food in the cupboard. I love my new flat.

Everything is on the same floor.

There are lovely neighbours here too and I’m still near my friends.”

“PCH couldn’t have helped me enough with the move.”

Read Valerie’s story below to find out how she’s benefitted from her move.

Move a huge relief for Valerie Valerie Johnson and her 18-yearold son have only moved two streets but it may as well be a million miles away.

Valerie is one of many of PCH tenants who has downsized to a smaller home to avoid paying the 7

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Everything you need to know about the ECO project SERS are the British Gas contractor installing external wall insulation (EWI) to homes across the city on behalf of PCH. The firm is a specialist installer of EWI, with more than 20 years’ experience.

SERS is a leader in its field and recently won Energy Efficient Insulation Installer of the Year at the Energy Efficiency and Renewables Awards 2013.

SERS have five Tenant Liaison Officers (TLOs) as well as a senior TLO / Community Engagement Officer, Agnes Cioffi, covering Plymouth.

The TLO’s provide support and advice to residents who are having works carried out by SERS.

Agnes supervises the TLOs. Below she answers some of the most frequentlyasked questions about the work that may be taking place in your home.

How long will the installation process take?

It is a three-to-four week installation programme, however this is weather dependant. Extreme temperatures as well as rain can affect progress.

What are the benefits of external wall insulation?

It reduces fuel bills, protects against spiralling energy prices, keeps homes warmer for longer and can drastically improve the appearance of a property.

How much money will external wall insulation save me?

External wall insulation can save up to £490 a year on your fuel bills. This saving will rise simultaneously with the increase in fuel prices.

What is the installation process?

Scaffolding is erected if required and insulation boards are mechanically fixed to the external walls of the property. A basecoat and reinforcement mesh are then applied followed by a top coat. There

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are other stages to the process, and these will be explained to you once the works begin on your property, but this is a simple explanation of the installation process.

What colours are available?

You can choose from five colours. This will be something which we will discuss with you when we make contact to start the work.

I haven’t heard of external wall insulation before – is it new?

External wall insulation has been around for more than 25 years in this country and SERS has been a leading provider of this solution for the last 20. We have installed well over two million square metres of insulation to various ‘hard to heat’ properties.

Here are some commonly-used terms you may hear: ECO – Energy Company Obligation. This is an obligation which has been placed upon utility providers to provide energysaving improvements to homes across the UK to help reach the UK’s carbon obligation.

External wall insulation (EWI) – is a type of insulation used on solid walled properties (ones which don’t have a cavity) and other non-traditional homes such as Cornish properties. Other types of homes have the insulation removed and then a new poly bead insulation is put back in the cavity. Then the walls are colour rendered, not boarded.

Render – this is the material which is used to create the fresh new appearance of properties.

To contact SERS, ring 0845 5194349 or email plymouth@sersltd.co.uk.

Fires

Please be aware that we don’t permit open fires or wood burners to be installed in our homes. This is for your safety.

Poorly-installed open fires can pose a serious fire risk and increase the likelihood of carbon monoxide poisoning.

These appliances are even more dangerous if chimneys have not been recently inspected or swept. We have a programme in place to do this and fit a carbon monoxide detector.

We have recently found a couple of fires that have been installed without permission and they have had to be removed at the residents’ expense.

We have more than 80 open fires or wood burners that are our responsibility. We are in the process of replacing these with gas central heating systems and electric fires.

These replacements are taking place when agreed with the resident, where the installation is beyond economical repair or when the home is empty.

If you have any questions, please call Karen Ednie on 388028.

Kathleen Williams of Efford is the latest winner of a £50 Argos voucher for allowing access for the annual gas check we carry out.

Beacon Awards In the last issue of In Touch, we asked you to nominate PCH staff members who you thought delivered excellent customer service.

Twice a year, we recognise hard-working employees through our Beacon Awards.

We’re still sorting through all the nominations and will announce the winners in the Spring issue, out in March.

Your rent

Rents charged by us continue to be the lowest in Plymouth – making them very good value for money.

From next April, we expect our average rent to be £73.49 next year, an average increase of £4.41 or 6.38%. The final rents will be signed off by our executive management team and the Board in January.

Individual increases may vary from the above according to what a tenant needs to pay in relation to their target rent, so increases may be more or less than this.

Our rents are still among the lowest for housing associations in the country.

Keep reading future issues of In Touch to find out what the rent level will be for 2014-15.

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Promise completed ahead of time couldn’t grumble at all. I’m very Our electrical team is surging ahead with its work to upgrade PCH homes pleased with the works that have been – by completing its promises ahead of carried out.” schedule.

When we transferred from Plymouth City Council in 2009, we were tasked with carrying out 7,500 electrical refurbishments by 2014.

Mrs Pearce has also benefitted from a new kitchen and is due to have a wet It’s not just humans who benefit from the upgrading work in their homes – room installed soon as well as new pets also like our improvements. central heating.

Roger Hewitt, Electrical Services Manager for PCH, said: “We have completed ahead of schedule due The final upgrade in the transfer to the hard work of all the teams promises was carried out at the home involved. The electrical contracts of Winifred Pearce in Ham by our manager Daren Newcombe controls in-house electricians Sam Kelly and the contract, which includes the Sam Freeman. following suppliers – Dodd’s, Lorne Stewart and Ian Williams. They and They fitted a new fuse board for Mrs our in house team have delivered an Pearce, installed smoke detectors and excellent service. upgraded her fittings.

Well, we have just completed the 7,500th – a year before deadline.

In recognition of the milestone, the pair returned to her home recently to present her with a bouquet of flowers and a box of chocolates.

Mrs Pearce said: “I love the flowers.

The workmen were very good; I

Pictured with Mrs Pearce are (left to right) electricians Sam Kelly and Sam Freeman, Roger Hewitt and Electrical No Access Officer Chloe Hawkes.

“The service we provide for our tenants increases the fire protection in the property with a graded level of smoke detector installed in every property and PCH upgrade the electrics to the current British standard to ensure the best protection.”

Tinkerbell, pictured below with owner Ivor Moore, is one of dozens of pets across the city warmer and more comfortable this winter after her home received a central heating reinstallation.

Our contractor Plymstock Plumbing and Heating installed a new boiler, radiators and electric fire at Mr Moore’s home in Segrave Road, Milehouse.

Tinkerbell is described as ‘contented’, especially when curling up next to the new electric fire.

Mr Moore said about the work: “It’s wonderful – I have no complaints and even the dog is pleased. We are one big happy family now.”

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Ernesettle shops improvement update Plans are progressing for the improvement of the area around the Hornchurch Road shops in Ernesettle.

In the last issue of In Touch, we told you how the shopping precinct would be revitalised thanks to cash from PCH’s Money Tree Fund.

These images, produced by Crayon Architecture and Design, show how the area could look when work is finished.

Our Housing and Communities staff have finished consulting with residents about the improvements

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and by the time you read this, some initial work was due to have begun in Hornchurch Lane.

who are interested in the project and would like to become involved in some way.”

Housing Officer Adam Stockman said: “This is an opportunity to get the area looking nice. It gives people pride in their community. We’ve got the kids involved too – we’re asking the youth group to design a mural.”

The regeneration is in addition to programmed works already planned

by PCH to externally decorate the flats and maisonettes as well as making improvements to their communal areas.

Communities Worker Leigh Ferguson added: “We’ve also got a list of people

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Success for keen gardeners

Green-fingered PCH residents were busy this summer beautifying their gardens, as these photos show.

Proud tenants have been winning awards left, right and centre for their efforts in recent months.

Office during the summer.

commented on the flowers. There is one particular woman, an American, who comes every year to see them.”

Assistant Housing Officer Nic Undery said: “We were really pleased with the response to the competition and the quality of the gardens. Hopefully this will make other people want to take part, and we’ll definitely do it again next year.”

PCH Chief Executive Clive Turner judged the entries, which ranged Anne and Alex Colley and their from small, well-kept lawns with a neighbour Alan Jones, who all live in bit of colour, to larger gardens full of the Barbican, have won a South West flowers. in Bloom Outstanding award in the It’s Your Neighbourhood category.

Points were given for things like the use of water butts, wildlife friendly They collected nearly £500 to pay for plants and visual impact, with entrants seeds, bulbs and equipment and this ranging from people who had worked was matched by PCH’s Money Tree on their gardens for years to someone Fund. who moved in just a few months ago and wanted to brighten the place up.

Anne said: “I do most of the gardening, After much deliberation, Clive chose selecting which bulbs to plant. My Mrs Haydon of Conrad Road as husband does the watering and Alan helps with a lot of the lifting and shifting the winner for her wildlife-friendly garden on a slope, which contained – there are some really heavy pots. so many plants and flowers, even the postwoman commented on it.

“Neighbours and passers-by have

Meanwhile, residents in Honicknowle entered a gardening competition organised by the Whitleigh Housing

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Getting you into your new home quicker We’ve all heard that moving is one of the most stressful things we can do in life and now PCH is aiming to make the whole process much easier for prospective tenants.

For example, if there are any repairs that need to be carried out we can programme in the works and order materials.

Up until recently, the average length of time a PCH home was left vacant was 38

Tim Phillips, Head of Housing Choices at PCH, said: “The number one question

days. Under our new ways of working we are aiming to reduce this to 15, which is what the best housing associations are achieving.

people ask us when they take a home on is ‘When can I move in?’

We also arrange a key handover date to allow the repairs to be planned in and we We’re improving our turnaround times for make sure we have all the correct details empty homes – meaning that once tenants about the property so that when we create move out of a property, they aren’t left the Devon Home Choice advert everything empty for too long before new tenants can is accurate. move in.

We want to achieve this with 80 per cent of our empty homes.

How are we doing this?

When tenants give us their four-week notice that they want to move out of their home, we send in an inspector within 48 hours to do a full two-hour property survey.

Previously, this visit could have happened any time in the four-week notice period.

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By doing the inspection within 48 hours, this means we can quickly identify what issues need addressing sooner rather than later.

“This is all about giving new tenants certainty about their new home. This is particularly true if people have been homeless or need to move for health reasons or because of overcrowding. It’s a chance for them to put down roots and feel settled.

“For us, getting homes repaired and let is essential. While they’re lying empty, it’s a waste of a home for someone in need and we’re not getting the revenue we need to provide services for tenants.”

Housing Officer Tania Trump believes there will be many benefits for incoming tenants. She said: “New tenants will have a definite date of when they can move in rather than the uncertainty they have at the moment.

“New tenants will have a definite date of when they can move in.”

“This is because the inspector now does a full two-hour inspection and plans out the work. He will know how long it will take.

“He will then pass the results to our Housing Choices team so they can begin creating an advert with the accurate details.”

The changes also mean:  Prospective tenants will be shown around the home during the four-week notice period  We will be interviewing prospective tenants to ensure they have no history of anti-social behaviour or rent arrears  Tenancy sign-ups will take place in the property itself, so we can take photos of the interior and exterior and uncap the gas  All new tenants are expected to pay

by Direct Debit and pay a week’s rent in advance.

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A Day in the Life of…

Martin Kent, Repairs Supervisor Louise Smith meets a key member of our Repairs Team

Back in the car, we head to Beacon Park and go to an address Martin has visited before. The woman living there is happy with Martin’s suggestion to replace her old wooden fence with a wire one and Martin takes some measurements so an appointment to get it replaced can be made later.

Martin says that diagnostic visits by our in-house operatives have helped a lot – in these visits, if something can be fixed quickly and easily, it’s done there and then.

Martin says: “If we can do a job in one visit, we will, or we’ll try to work out the best way to do it.”

If that’s not possible, suggestions as to what work should be done are sent through to the Repairs Team so the best person can be allocated to the job.

The PCH Repairs team deals with all the things that need to be fixed which aren’t part of one of our major programmes like our kitchen and bathroom refurbishment or door and window replacement, so Martin’s job can cover anything from roof repairs to blocked drains and broken fencing.

When I meet Martin at 8:30am, he’s already been working for an hour, checking what work was completed the day before, making sure our in-house workforce have their jobs planned for the day, ensuring materials are available and speaking to contractors and fellow repairs supervisors.

Martin’s one of a team of 12 across the city visiting residents to find out what work needs to be done, finding the best person for the job, making sure the work’s been done properly and that any contractors and our operatives are paid.

Most of the jobs are reported by residents who get in touch through our call centre, but issues are also picked up on Community Walkabouts and when they contact us via email. The repairs team are often the first port of call, and if they can’t fix it, they know who in PCH can.

After going through a few more emails, Martin gets ready for the first visit of the day. Every day, he visits jobs as they’re in progress, making sure everything’s going smoothly and taking photos so there’s a record of how work’s being done.

This means that if there are any future problems, it’s possible to see what’s been done in the past. Martin also checks up on work once it’s finished. Some of the work needs specialist contactors, but if Martin’s not convinced the job’s been done properly, he won’t pay them until it’s right. He’s also got to make sure that risk assessments are carried out for every job and that health and safety checks are carried out at random.

This has made the team a lot more flexible and means residents should spend less time waiting at home for someone to call. To prove the point, Martin shows me what’s in the back of his van – the contents include a retractable ladder so he can get into people’s lofts and a screwdriver set so he can fix minor things himself.

The first trip is to a house in Efford which is getting some fencing replaced.

In between other visits, Martin makes calls to ensure jobs he’s not happy with are brought up to standard and takes calls about things like blocked drains so he can get the right person to sort it out.

Efford is part of Martin’s patch and he likes having a specific area to work in: “I get to know residents and they get to know me – so they know what to expect from me. My favourite bit of the job is meeting tenants and interacting with them and I like being out and about in all weathers.

Back at the office, it’s time to catch up on all the paperwork – every visit Martin makes needs to be logged just in case someone calls with a query, so staff in the contact centre, the repairs team and elsewhere in PCH can see what’s happened and what’s been planned in.

“It’s good to see a job through from start to finish and see the satisfaction on their faces. Having a laugh and a joke with people makes it even better and makes it easier to chat the next time you see them.”

Martin also makes the calls he promised and even takes on some problems that aren’t really his to deal with, such as the blocked drain – this is being dealt with by South West Water, so Martin could have told the resident to call the water company themselves.

The next job takes us to Devonport, where a leak from a private flat is affecting a PCH resident. Although the problem seems straightforward, Martin has to speak to the tenant, the person living in the flat above and the landlord of the private flat. He does all of this in a friendly and chatty way, making it easy for people to speak to him.

However, he’s happy to take it on, saying: “Our guys made the first visit and found out what the problem was. The residents know we’re dealing with it and that means they’re happier overall.”

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Letters and Leasholders InTouch

plymouthcommunityhomes.co.uk

Dear PCH...

What a team!

From the liaison officer to the foreman and the workmen, we couldn’t have I would just like to say on behalf of my had a better team and we didn’t husband and myself that we are very have too much inconvenience either.

Mostly though, it is the workmen we pleased with our kitchen. It really is lovely and a much better layout for us really need to say a big thank you to as everyone that has been in has now. been obliging and polite and nothing has been too much trouble and all The foreman gave us an itinerary the work has been done to a high in the beginning laying out the plan for each day, which was very helpful standard. knowing what is happening and when.

Everything went to plan as stated so We just felt we had to write and say the job has been finished on time and how pleased we both are and thank you – we can’t say it enough. looks beautiful.

Mr and Mrs Williams, Estover

Leaseholder News Buildings Insurance Since the last issue of In Touch, there have been significant developments to the block buildings insurance policy that covers all of our residential leasehold properties.

The existing policy has been arranged for us by Farr Insurance. That company has now changed its name to Arthur J Gallagher. There is also a new telephone number to use if you need to make a claim under the policy, which is 01245 341200.

The buildings insurance policy is due for annual renewal in November and we’ve invited a number of companies to tender for this so we can ensure we continue to get the best possible value for money. We will keep all leaseholders fully informed if any changes take place as a result of this.

External Wall Insulation Work This programme is continuing to be successfully rolled out to a number of our

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properties. The project is being funded by the government and led by British Gas – you can read more about it on page 8.

The scheme aims to improve the thermal efficiency of homes, which should help to keep fuel bills as low as possible. It will also improve the overall appearance of many of our properties which may help to reduce the future cost of external decoration.

Leasehold Team Changes Leasehold Manager Frank Corbridge has recently taken up a new position at PCH and we’re hoping to recruit a Senior Leasehold Officer to replace him shortly.

In the meantime, the other members of the Leasehold team, Linda Hodgson and Lynsey Ball, are still in the office to help.

The telephone numbers for the team have not changed. If you would like to speak to one of us, please call 01752 388109 or 388257.

What have you got to say?

If you wish to include a letter for publication please email news@plymouthcommunity homes.co.uk or write to: InTouch Newsletter, Plymouth Community Homes, Plumer House Tailyour Road, Crownhill Plymouth PL6 5DH Please include your name and contact details. We will not print your details in full. We reserve the right to edit letters. The views published are the views of the individual contributor and may not be those of Plymouth Community Homes.

Tenant Participation Advisory Service

Our ambition is to be a

leading housing provider

and so it’s crucial to

improve how we interact with you.

You need to be at the heart of everything we do and to reflect this we want to achieve TPAS (Tenant Participation Advisory Service) Landlord Accreditation in Resident Involvement in 18 months.

This is a national award and is the most recognised accreditation available in resident involvement. Only 40 housing organisations across the country have achieved it.

The accreditation process is very in-depth but is potentially transformative for us – and you.

We’ll keep you posted but if you would like more details or have any questions please contact your Housing Officer or the Project Co-ordinator Deborah Beadle: deborah.beadle@ plymouthcommunityhomes.co.uk or phone 0800 917 9457.

plymouthcommunityhomes.co.uk

InTouch

Dog Show!

PCH staged a community dog show to encourage local pet owners to look after their animals responsibly.

The PDSA provided free canine health checks for visitors at the event in Honicknowle and offered microchipping at a discounted price.

Nic Undery, PCH Assistant Housing Officer, said: “We really enjoyed the day, especially meeting such a variety of dogs.

Lou Hannah, from the Dog Training “Unfortunately we do have incidents Club, ran an obedience session for of people not picking up dog mess or free and gave advice on dog handling. controlling their dogs which is why we organised this event.

More than 15 pooches entered in the seven categories of the Dog Show, “We introduced a new Pets Policy in with all first prize winners given goody February 2012 and this was a good bags. The Best in Show was awarded opportunity to find out whether it had to Tula, a Staffy Cross owned by been understood by our residents.

Steve Hutchings.

Julie Keast, a Plymouth City Council Animal Health and Welfare Officer, had the fun job of judging the fourlegged entrants.

“Owning a dog is a big responsibility, so we wanted to encourage the community to think about how best to look after their pets.”

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Contact numbers

Plymouth City Council contacts

Repairs 0808 230 6500 Out of hours repairs: 0800 917 9459 (5pm to 7am)

Enquiries (including waste and out of hours) 01752 668000

Head Office 0800 694 3101

Report fly tipping 01752 304147

Housing Offices Estover: 0800 917 9496 Devonport: The office has now closed but the Devonport housing team can be contacted on 0800 917 9497 Whitleigh: 0800 917 9498 North Prospect: 0800 917 9499

Housing options 01752 305496 Anti-social behaviour 01752 307049

Anti-social behaviour out of hours hotline 0800 075 6699 or text 80800 and start your message with ‘ASB’.

Newsletter Translations

City Centre Shop 01752 389778 Housing with Support Team 0800 917 9452 Communities Team 0800 917 9457 Leaseholders 01752 388094 Environmental Services 0800 917 9455 Debit/Credit Card Payment Line 0844 557 8321 Gas Servicing (and Cyclical Planned Technical section) 01752 388028/388030

Plymouth Community Homes Plumer House Tailyour Road, Crownhill Plymouth PL6 5DH Tel 01752 388300 Email info@plymouthcommunityhomes.co.uk

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