At home summer 2018

Home 93 | Summer 2018

The magazine for Poole Housing Partnership residents

Great times at Waterloo Carole tells her story

Being involved Resident panel chairs have their say

New homes at Canford Heath The update

INSIDE

/PooleHousing www.YourPHP.org.uk

ASB I Read easy I Free training I Fix It Fred

Home WELCOME ...to the Summer edition of At Home.

Alternative formats We can supply this information in large print, on audio CD or in your language. We can also send you a magnifier. Please call 01202 264436 to discuss your requirements.

PHP is now entering its 14th year and much has changed since it first opened its doors in 2004. The pressures on the organisation have changed greatly over time, although the areas we serve remain broadly the same and there is a greater knowledge of our estates and communities. This edition will once again celebrate many of the amazing things that are being organised and maintained by you.

There is also a lot going on nationally and we look forward to seeing the government’s green paper on social housing. This will hopefully celebrate the place social housing has in providing homes for so many people and talk about how residents’ voices can be heard both locally and nationally. A group of local residents had a chance to share their views when they met with the then Housing Minister Alok Sharma back in November 2017, to not only talk about their experiences but what needs to be changed. As ever, they did not hold back and hopefully this will be reflected in the report.

“...A BIG PRIORITY FOR PHP OVER THE NEXT FIVE YEARS IS TO BUILD AND PROVIDE MORE SOCIAL HOUSING FOR PEOPLE IN POOLE.”

At Home At Home is produced for Poole Housing Partnership residents.

We would like to include your own news, views and articles in future issues of At Home. Please send them to the address below, call 01202 264436 or email phpcomms@poole.gov.uk.

Poole Housing Partnership Ltd Beech House 28-30 Wimborne Road Poole BH15 2BU Designed by Perception Printed by The Print Agency Distributed by Postcare

The other great discussion at the moment is about the ‘housing crisis’ and where everyone who wants a home is going to live. We know that locally and nationally there is not enough social housing to meet demand, so a big priority for PHP over the next five years is to build and provide more social housing for people in Poole. The Canford Heath Road development (see page 4) is part of that approach and will provide an extra 62 homes in early 2019. We have more schemes in the pipeline and look forward to sharing details with you once we agree them with residents and councillors.

Whilst all these debates and work is going on, our core mission is to continue providing great housing services. We don’t always get it right, but with your help and feedback we hope to change where things aren’t working. The Resident Scrutiny Panels do a great job in helping to shape our service and the Resident Panels often come up with new ideas for how we can do things better (see page 10). We always need more members, so please get involved if you can.

I really hope you enjoy reading this edition and don’t forget to contact us if you have a story you would like to share.

The copyright of At Home is owned by Poole Housing Partnership and the content should not be reproduced without permission. www.facebook.com/PooleHousing twitter.com/PooleHousing

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At Home | Summer 2018

Su Spence Chief Executive

WHAT’S IN

Home

Spotlight on GDPR.........................9

The Poole Conversation ...........12

Great times at Waterloo..................13

Blooming beautiful ..................14

Out and about in Poole ...................16

Your conference.......17

News just in ......................................................................................................................................4 & 5 Domestic abuse can affect anyone ...................................................................................................6 & 7 Wyvern Savings & Loans ........................................................................................................................8 Read Easy ..............................................................................................................................................8 Being involved .............................................................................................................................10 & 11 Chevy, our very worthy winner.............................................................................................................12 Waste Away .........................................................................................................................................14 Ten attend training trip ........................................................................................................................15 Learn new skills for free .......................................................................................................................15 Get Involved ........................................................................................................................................16 Your feedback matters ........................................................................................................................17 What is antisocial behaviour and what can you do about it? ...............................................................................................................18 Fix It Fred ............................................................................................................................................19

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NEWS JUST IN

New homes at Canford Heath With the foundations completed, work is taking place on the exterior and interior of all three buildings.

Grayling House (Block A) and Pipit House (Block B) The final blockwork to the top floor apartments and plant room has been completed. The roof structure and its covering, plus windows and doors, are due to finish by the middle of July. Once the buildings are weather protected, internal electrical works and pipework installations will progress more quickly.

Woodlark House (Block C) The blockwork, roof construction, window installation and external decorative rain screen cladding has been completed.

Internal works are progressing well, with the installation of electrical cables and heating and hot water pipework services to the new apartments.

Borough of Poole will be offering ten of the apartments for sale under their 'Shared Ownership' scheme. This will comprise of seven 2 bedroom apartments and three 1 bedroom apartments.

Project Admiral On Saturday 9th June, PHP were really pleased to be able to meet and talk to residents from the four Poole Town tower blocks; Drake, Grenville, Nelson and Rodney Court, at a consultation event in Skinner Street United Reformed Church Hall, regarding the forthcoming external refurbishment.

The event had been arranged to give residents the chance to feedback on the proposed approach to the wide spread maintenance work required and overall design of the blocks, as well as a new design for the main entrance canopy and lobby. They also had the opportunity to view a typical replacement balcony, terracotta rain screen cladding, windows and sprinkler system designs.

The refurbishment, which will be carried out in partnership with Borough of Poole is due to start in 2019.

For the latest updates on this exciting project, visit www.yourphp.org.uk/projectadmiral/

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Save time, report it directly!

If you live in a sheltered scheme and need to report a general repair for the first time, did you know that you can contact Poole Housing Partnership directly?

Our Customer Service Officers can quickly access your information and log your repair immediately. Just call Freephone 0800 652 3900.

Managing Your Universal Credit Claim Once you have applied for Universal Credit (UC), please keep an eye on your online claim to ensure you carry out any tasks assigned to you and that you are receiving the right money.

Review your To-Do list regularly and check for any actions required. This could include uploading a fit note, confirming any housing costs or attending an appointment with your Work Coach. If you do not attend a meeting with your Work Coach and they feel that you have not given 'good cause' you could find your benefit is sanctioned and the amount of money you receive is reduced.

To check that you are receiving the correct money, click on the Payments box on the Home Screen. You can click on each monthly payment to see the full breakdown, which should include:

• A standard allowance which is money for day to day living • Housing which is money towards your rent • Any additional components i.e. if you have caring responsibilities, dependent children or a disability

You will also find details here of any deductions, i.e., Benefit in Advance or Budgeting Loan.

Please contact your Work Coach or the PHP Your Money Team if you need any help understanding your UC claim.

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DOMESTIC ABUSE CAN AFFECT ANYONE! Can you believe it...

There was a 38% increase in reports of domestic abuse during previous World Cups when England lost There was a 26% increase in reports of domestic abuse during previous World Cups when England won There was a 25% increase in reports of domestic abuse during previous World Cups overall Source www.theguardian.com/society/2014/jun/08/police-fearrise-domestic-violence-world-cup The World Cup started on 14th June and ends on 15th July. During this time reports of domestic abuse will increase, but unreported incidents of domestic abuse will increase even more.

What is domestic abuse?

Domestic abuse can include violence, threats of violence, verbal abuse, controlling behaviour, refusing to let you see or speak to family and friends, controlling your money, making you do something you do not want to and sexual violence. Domestic abuse can occur between partners or family members, such as a parent and a child over the age of 16.

Where can I get help if I am experiencing domestic abuse, or I am worried that I might experience it during the World Cup? Poole Domestic Abuse Project provides safe and confidential support for parents, carers, children, friends or family members who may be experiencing domestic abuse. They also hold weekly drop-in sessions for those who seek advice or are worried about someone. You can contact them on 01202 748488.

Dorset Police website

National Centre for Domestic Violence (NCDV) NCDV provides a free, fast, emergency injunction service to survivors of domestic violence.

Dorset Police treat all reports of domestic abuse seriously. Their website provides advice and information about local and national domestic abuse services. There is also information regarding Claire's Law, the Domestic Violence Disclosure Scheme. This gives members of the public a formal mechanism to make enquiries about an individual who they are in a relationship with, or who is in a relationship with someone they know, where there is a concern that the individual may be violent towards their partner.

24hr Freephone number: 0800 970 2070

www.dorset.police.uk/help-advice-crime-prevention/abuseexploitation neglect/domestic-abuse/domestic-abuse-whocan-help/

Speak to your Housing Officer. They can give advice around safety measures, support services and tenancy related issues. If you don’t already know, you can find out who your Housing Officer is, at: www.yourphp.org.uk/housingofficerdirectory/

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Text NCDV to 60777 and they will call you back www.ncdv.org.uk/ Speak to your GP or someone you trust in confidence. They can give you advice and support about what to do, or can be a listening ear if you just need to talk about your fears and concerns.

What can I do if I suspect someone I know is experiencing domestic abuse?

If you feel comfortable, speak to the person you are worried about.

Any conversations about abuse need to be in a safe environment away from the potential abuser to make sure no one is put at risk.

You can contact the police in confidence to report your concerns and worries. They can provide advice around what to do if you witness domestic abuse.

What can I do if I am worried I might lose control or be abusive?

Respect Helpline offers information and advice to people who are abusive towards their partners and want help to stop.

Tel: 0845 122 8609 Mon-Fri 10am-1pm and 2pm-5pm (same cost as a local call if you ring from a landline) Email: info@respectphoneline.org.uk

Up2U is an innovative program for people who use domestically abusive behaviours in their intimate partner relationships. You can be referred into the program by the Police or Social Services. www.poole.gov.uk/newsroom/its-up2u-creating-healthierrelationships/#.WsXfSP6ovtR Drinking excessive amounts of alcohol or taking illegal substances can increase the risk of losing control or hurting someone. If you are worried about how you will act during or after the matches, watch them away from home and stay elsewhere for the night to distance yourself and keep everyone safe.

If you have any questions or concerns or you would like further information, please contact your Housing Officer on 0800 652 3900. They will be more than happy to talk to you.

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Wyvern Savings and Loans is a credit union or community bank. It’s owned and run by its members, is not for profit and committed to providing members with a safe place to save and provide affordable loans when they need them (from £100 to £7,500).

Wyvern’s 2,600 active members save for life’s unforeseen problems. 169 members save specifically for Christmas in their Christmas Savings account.

Over 400 members have an affordable loan for such things as carpets, car repairs, fridge freezers, furniture and rent deposits.

One advantage of being a member owned bank is that the quicker people repay their loan, the less interest they pay and there are no early repayment fees.

If you would like to find out more call:

01305 268444 or pop into their branch at: Beech House (the home of PHP), 28-30 Wimborne Road, Poole BH15 2BU Open 12.00-2.00pm Monday to Wednesday

www.wyvernsandl.co.uk

Read Easy - Poole For most of us, reading is a part of our everyday lives. Can you imagine not being able to read a newspaper or food labels, a bedtime story to your children or a bus timetable?

Read Easy is a not-for-profit organisation that recruits, trains and supports volunteers to give individual tuition to adults who struggle with reading.

How you can help Encourage someone you know who struggles with reading to contact them or volunteer as a reading coach.

For more information Visit www.readeasy.org.uk Email susanridd@readeasy.org.uk Phone 07938 041374

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“YOU HAVE CONSIDERABLE SAY OVER WHAT HAPPENS TO YOUR PERSONAL DATA.”

THE NEW GENERAL DATA PROTECTION REGULATION IS HERE! A new data protection act (General Data Protection Regulation - GDPR) came into effect on 25th May 2018. It gives you greater powers to protect your own privacy and places greater responsibility on those processing your data for any purposes.

Personal data The following guide explains your rights and the information you are entitled to under the new act.

Who controls my data and who can I contact about this?

Poole Housing Partnership is the Data Controller. Our Data Protection Officer is Sue Allport who can be contacted at: comments.php@poole.gov.uk or call 0800 652 3900.

You have considerable say over what happens to your personal data You have the right to: • See what data PHP holds about you

PHP is required to process personal data as set out in Article 5 of the GDPR

• Ask PHP to stop processing your data, but keep it on record

Personal data must be:

• Have all or some of your data deleted or corrected • Lodge a complaint through PHP complaints procedure if you think we are not handling your data fairly or in accordance with the law

• Processed lawfully • Collected for specified, explicit or legitimate purposes • Adequate, relevant and limited to what is necessary • Accurate and up to date • Processed and stored in an appropriate form for no longer than is necessary and is secure, including protection against unauthorised or unlawful processing For further information, please visit the Information Commissioner Officer’s website at: https://ico.org.uk/for-the-public/

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BEING INVOLVED PHP’s four resident involvement panels give residents the chance to be involved in how their homes and communities are managed, maintained and improved.

Panel meetings provide the opportunity for residents to get regular updates, useful information and to ensure PHP is consulting residents about issues that affect them. They provide a chance to have a say, to tell us when we get things right and challenge us when we might be able to improve our services.

Here is what our four Panel Chairs had to say about the last 12 months…

Angie Warren

Chris Moody

Chair, Neighbourhood & Community Panel

Outgoing Chair of Tenancy Panel

It’s been another positive year for the Neighbourhood and Community Panel. Tenants and leaseholders on this panel act as monitors for the estate gradings across the stock, which aids both officers and residents alike.

Residents also hope the forming of the cleaning contract sub group will influence the tendering of this key service going forward. In addition, the opportunity to feed back to the Council's grounds maintenance contractors directly, ensures residents views are heard in the delivery of these services that are so important to residents.

I am immensely proud to have been the Chair of the Tenancy Panel and pleased and grateful for the support of our Lead Officer.

The Panel has given us the chance to gain important information, particularly in relation to introductory tenancies, the review of PHP’s Anti-Social Behaviour Policy and the introduction of Universal Credit, which are all really important issues for residents.

It’s not just a chance to receive information, but to feel that we have been consulted and to contribute our ideas.

I wish the new Chair every success.

“YOU DO HAVE POWER, YOU CAN INFLUENCE OUTCOMES. BECOME AN INVOLVED RESIDENT.”

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Avril King As Chair of the Tenant Involvement & Empowerment Panel When I joined the TIE (Tenant Involvement and Empowerment) Panel I had no idea of the power and influence we residents have.

I have chaired the Panel for two years now.

The last year, especially, has been important. When the Borough instigated a review of the future of housing management in Poole, our Panel knew that we had to make our feelings known and we certainly did that! During the review, we called on the consultants to address us and we made sure that our voices were heard. With our petition and our attendance at Council meetings, we were the voice of PHP tenants and leaseholders.

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When the consultants produced their report, it was clear that PHP’s management of housing would be the very best outcome. Our input had influenced that result.

Now, as my tenure as Chair comes to an end, I am proud to have been part of something which has really made a difference.

If you would like to make your voice heard, I urge you to join one of the four panels which meet quarterly. You do have power, you can influence outcomes, become an Involved Resident.

I look forward to working with the TIE panel’s new chair, Adele Kitson, as we face another challenging time with the council merger taking effect.

Derek Double Chair of the Home Panel I am really pleased to have been the Chair of the Home Panel over the last year, and am delighted to continue in this role for 2018-2019.

In the last 12 months, we have focussed a lot of attention on PHP’s programme of Fire Risk Assessments which we feel is really important. We have also welcomed the chance to get regular news about the Canford Heath Road new build and look forward to seeing the build progress over the coming months.

The Panel is really keen to get on site with officers and see how the new homes will work for residents.

PHP’s organisational structure has seen some change in recent months and we are delighted that officers have continued to support the Panel to such a high standard.

We welcomed 5 new resident members to our Panel in April and are excited to see what the next year will bring in terms of both new build and refurbishment of existing homes.

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APPLAUD IT! Do you or someone you know have something that could be shared with other residents? ...Maybe it’s a hobby? Celebrating the great age of 100? Or someone who has been living in the same PHP property for 50 years plus!

We often hear bits of news when we are out and about, which we think deserves recognition. If you think something is a great achievement and you would like to share a story, you can either email, under the heading 'APPLAUD IT', to: getinvolved.php@poole.gov.uk, write to: The Resident Involvement Team at Beech House, 28-30 Wimborne Road, Poole BH15 2BU, or call Sandra Willson, Resident Involvement Co-ordinator on 0800 652 3900.

Meanwhile, here are three more heartwarming stories...

CONGRATULATIONS TO CHEVY, OUR VERY WORTHY WINNER! To raise awareness of the exciting new housing development being built at Canford Heath Road and to acknowledge CG Fry’s Considerate Contractor’s “Beyond Compliance” Certificate, a colouring competition was advertised to young people living in nearby homes.

Chevy’s beautifully coloured entry won her first place.

She was presented with a £20 gift voucher from CG Fry and her winning picture will be displayed on the hoarding around the site, brightening it up for passers-by.

Well done!

THE POOLE CONVERSATION

Left to right: Sandra Willson (PHP), Chevy, Sarah Pilling (CG Fry) Congratulations to Alderney Orchard Community Garden who were recently invited to showcase their activities at a get together at Bournemouth University. The event celebrated projects that had been nominated as contributing to the Great Neighbourhoods Campaign in Poole.

Poole Conversation is made up of a variety of organisations who want to recognise all that is great about Poole. The Great Neighbourhoods Campaign recognises how local people have used their skills, passion and care for others to create activities and places where people can feel connected and valued.

If you think your community group has a project which is an example of great community spirit and you would like to share it, please contact the Resident Involvement Team on 0800 652 3900 for details of how to get involved.

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GREAT TIMES AT WATERLOO! Carole, a resident from Turlin Moor, has fond memories of growing up on the Waterloo Estate. We recently caught up with Carole and persuaded her to share some of them with us.

Here is what she had to say.

When my parents were first married, they lived in a small flat in Parkstone. In 1952 due to their growing family, they were offered a two-bedroom house on the Waterloo Estate, which was their first house together.

playground for children. My friends and I would spend hours outside. I can remember playing on the green next to Sopers Lane and we all loved paddling in the nearby stream. The Rec was another favourite place we would visit.

When I came along, we moved to a threebedroom house in Wavell Avenue, where we lived until I was fifteen. The house had a lovely garden with a vegetable patch, which my father was very proud of. There was a coal bunker too. Back then, residents would pay their rent weekly, in a hut situated behind the community centre.

A real sense of community existed. You knew everyone and people would look out for each other. The community centre was very important and always held events where people could get together.

There was bingo, skittles, discos, days out and even holidays. I particularly looked forward to the Christmas party and eating jelly and ice cream.

I attended Hillbourne infant and junior school, which was right on my doorstep. I really enjoyed my time at both schools and have fond memories of my teachers.

The estate was surrounded by woodlands and marshland and it was very much a

We had such a wide variety of shops within the parade, including a butchers, greengrocers, hairdressers and supermarket to name a few. It really felt like a self-contained community and you just didn’t need to go further afield.

2002 was the 50th anniversary of Waterloo. My sister and I attended an open day at Hillbourne School. The school really hadn’t changed that much from when I was there. I am still in touch with several of my friends from the estate.

We meet up regularly now and the years roll back as we reminisce about our childhood. We all have a shared affection for the estate we grew up on and agree unanimously they were really great times.

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BLOOMING BEAUTIFUL! Residents at Simmonds Close are very proud of their communal garden and it's mainly due to Roger, one of the residents.

When we popped along to take pictures back in May, we met Pam who was sitting outside enjoying the sun. We asked her what she

thought of Roger’s work. She said: “Roger is always in the garden tending to something. He regularly mows the lawn, cuts the hedges and even looks after individual areas. He also contributes to the plants that you see too. He really does a great job.”

Well done Roger, your hard work is definitely appreciated.

WASTE AWAY With the introduction of fortnightly bin collections, as well as information gathered from our estate gradings, we identified a need for more suitable waste storage containers. This would not only make the communal bin areas less unsightly, but also reduce the ongoing problems with fly tipping.

Following consultations with residents and partners, designs and locations were chosen. New units have now been installed at Egmont Road, Perry Gardens, Simmonds Close and Millfield.

Claire, a resident from Egmont Road (pictured left), said: “It’s tidied up the area.

As you approach your home, it is more aesthetically pleasing and improves the standard of the block.”

Before and after at Egmont Road - and Claire with the new waste unit.

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LEARN NEW SKILLS FOR FREE! TEN ATTEND TRAINING TRIP! Ten residents had the opportunity to go to Southampton on Saturday 28th April to attend a free training day, which offered a choice of 4 different workshops.

There were residents from 7 different organisations along the South Coast, including Bournemouth, Fareham, Gosport, New Forest, Southampton and Winchester Councils and Radian Housing. This event provided a great opportunity to network as well as share ideas and experiences with other residents.

The number of PHP residents attending the South Coast Training group is steadily increasing and their feedback on this opportunity has been really positive. Sandy, who attended for the first time, said: “This was a really good day and I was made to feel so welcome. My workshop was all about Housing Policy and Legislation and I was surprised by how much change there has been. Looking at how Government Policy and decision making affects residents here in Poole was really interesting and I feel much better informed about it.”

This opportunity is open to all PHP residents. If you are interested in attending the next event, to be held in October, please contact Sandra Willson, Resident Involvement Coordinator, on 0800 652 3900.

If you would like to learn how to set up an email account, send and read emails, navigate the internet or search for better energy deals, we are running free computer classes for residents every Wednesday from 10.00-11.00am.

We are also offering one to one lessons at the following sheltered housing schemes: • Ralph Jessop Court • Canford Gardens • Trinidad Village

IT Volunteers We want to help residents build their confidence and develop their IT skills.

So if you are confident finding your way around web sites, sending and receiving emails and shopping online, we would love to hear from you.

Please contact Claire Wade, Community Engagement Coordinator, on 0800 652 3900 to add your name for the IT lessons or find out more about volunteering.

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OUT & ABOUT IN POOLE

On 26th April, twelve of our involved residents joined staff on a mini bus tour of the neighbourhoods we manage.

The purpose was to share information about our estates, projects, new builds and community activities so that residents who are involved in decision making, either as a member of the Board or a Resident Involvement Panel, feel better informed. Jim, an involved resident, said: “The tour has been really educational. I was surprised at just how spread out the properties PHP manage are.”

Wendy who has very recently joined a Panel said: “It’s been very enlightening.” Suggestions about how we can better provide information or improve services made by residents on the tour have been shared with PHP teams.

GET INVOLVED Would you like to have a say in how your home and community is managed, maintained and improved?

Or would you like to tell us when we get things right and challenge us when you feel we can improve our services? Would you like the opportunity to attend training courses, workshops, seminars and conferences both nationally and locally?

Then why not become an involved resident!

To find out more, contact Sandra Willson, Resident Involvement Coordinator on 0800 652 3900.

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YOUR CONFERENCE A huge thank you... ...to all the residents who joined us in March to talk about the big issues coming up over the next couple of years, how residents feel about what is proposed in relation to national and local issues and how we can make sure residents stay involved in key decisions which affect their homes and neighbourhoods.

We learned a lot about why residents get involved and regardless of everyone’s personal reasons, the over-riding motive is to ‘make a difference.’ We heard a great deal about some brilliant projects going on in communities, including skip and tidy up days, applying for funds to run a range of clubs and activities, or to improve, upgrade or even provide new facilities in areas across the borough. We also heard about your growing enthusiasm for our Resident Involvement Panels as a means to ensure residents have a say. We thought this was really well summarised in the quote from one of the workshops, where a resident said that their membership of a panel had made them feel ‘involved as a person and empowered as a group’.

We also listened to residents’ ideas about how we can reach more people such as using a blog, podcast or youth parliament to get younger people involved. Working with local schools to support our Digital Inclusion Strategy, having residents more involved in writing the ‘At Home’ magazine and sharing more information about what’s happening in sheltered housing schemes with residents living in other areas and estates.

Everything we learned from the day is being used to write our next Resident Involvement Strategy.

Do you enjoy reading, have an eye for detail and a couple of hours to spare now and again?

Are you creative and able to attend an occasional meeting or have access to IT at home?

Would you be interested in being part of an editorial panel?

We would like residents to look at some of our policies, leaflets and flyers to help us get our messages right and also support the production of our residents’ magazine, At Home.

If you can help, please contact Sandra Willson, Resident Involvement Coordinator, on 0800 652 3900.

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WHAT IS ANTI SOCIAL BEHAVIOUR AND WHAT CAN YOU DO ABOUT IT? Anti social behaviour is behaviour by residents, members of their household or visitors to their property which causes nuisance, annoyance, alarm or distress to anyone in the area.

Some examples are: • Playing excessively loud music, television, radio or carrying out DIY loudly at unsociable hours • Shouting, arguing, screaming and swearing • Being disorderly through alcohol or substance misuse.

• Verbal abuse, offensive gestures or violence, or threats of violence • Damage or threats of damage to someone else’s property or belongings • Disputes over boundaries or fences ASB is not: • Children playing in their home or garden • Lifestyle or domestic noise • A difference in lifestyle • One off parties What can I do about it?

If you are experiencing ASB you can report it to PHP. Your Housing Officer will assess your report and determine what action needs to be taken. They will need your commitment to provide evidence of the nuisance you are experiencing to be

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CASE STUDY

Anti social behaviour (ASB) affects lots of people and can have an impact on you, your home and your community. The first step is to identify whether the problems you are experiencing are incidents of ASB or not.

A resident made a complaint to PHP regarding excessively loud music coming from a neighbour’s property late at night. The resident recorded the incidents on diary sheets and downloaded the Noise App on their phone as evidence to Environmental and Consumer Protection Services (ECPS). PHP in partnership with ECPS used the evidence to give a warning for breach of tenancy. The noise disturbance reduced greatly and the complaint was resolved.

able to take any action against the perpetrator. Without evidence, the Housing Officer is powerless and will not be able to resolve the problems. An assessment of vulnerability will be carried out and if appropriate, support given.

Serious or complex cases may be referred to the Engagement and Enforcement Team.

How can I gather evidence?

You may be asked to record incidents on a diary sheet provided by PHP. It is crucial to record the date, times, details of the incident and how it made you feel. Noise nuisance can be recorded using 'The Noise App' on a smart phone or tablet.

You can find details on how to download this on Borough of Poole's website at www.poole.gov.uk. You can also report noise nuisance, such as loud music, to Environmental and Consumer Protection Services on 01202 261700 during office hours, or 0800 506050 in the evenings and weekends. If you are a victim of crime, abuse, threats, or violence, you must report it to the Police on 101 or 999.

What are the possible outcomes?

Once the officer has evidence of the nuisance, they will assess the complaints and make a decision as to whether the

tenancy agreement has been breached.

The officer will speak to you and the person you have complained about regarding the allegations to hear both versions of events. If a breach of tenancy is established, there are a number of possible outcomes depending on the severity of the complaints. These include: • Mediation • Referral to support services such as SMART, PHP’s Support Team, Steps to Wellbeing • Acceptable Behaviour Contract • Written warning for breach of tenancy • Injunctions • Suspended Possession Order • Possession Proceedings leading to eviction In some cases, the officers can apply legislation such as the ASB Crime and Policing Act 2014 to tackle the issues and prevent further incidents. These outcomes will usually be in partnership with agencies such as the Police, the Safer Communities Team, or EPCS. You can contact your Housing Officer on 0800 652 3900 if you have any questions or concerns.

Cut out and keep this page - you never know when you might need it!

Tip s from

FIX IT FRED PHP’s maintenance guru helps you get to grips with issues around your home.

Ha s my fuse boa rd tripped?

No power

Check pre-payment meter

IesPheners T P O T toilet fr id using lder.

Avo c ho e a plasti d away that hav he s u lder is fl , If the ho ste pipe a w ks the c y lo n a b r d n fo a ed be charg se you will u Only repairs. sed n o a n -ca product.

OFF

ON

Check fuse box

Top up meter or call supplier

Reset fuse board by pushing up trip switches and main switches.

Trip

Does the fuse board reset?

Yes

No

Turn off all the fuses and both main switches (if applicable). Turn off and unplug all electrical appliances including boiler, kettle, washing machine etc. Sometimes the fault can be on an appliance even if it’s turned off.

Does the fuse board reset?

Yes

Power on

No

Call PHP If you have any maintenance problems you’d like solved, please email us at phpcomms@poole.gov.uk and we’ll forward them to Fix It Fred!

Tripped fuse boa rd

OK

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Poole Housing Partnership Ltd