JUNE CUSTOMER NEWSLETTER www.sbhg.co.uk
WELCOME
Welcome to your June edition of our Customer Newsletter. This newsletter is packed full of updates on the services we provide you alongside some of our plans for 2022. In this edition I’m pleased to introduce you to our new Repairs Team – led by our newly appointed Head of Repairs & Operations, Michael Storer. Our focus over the next twelve months is to ensure we reduce the time taken to complete your repairs, as well as offer new ways for you to book appointments and raise a repair. In addition we are launching our new approach to handling cases of damp and mould. It’s important that we share with you how we are performing and on the next page you can see that across a number of our key service areas we are starting to see an improvement compared to the previous period.
The Regulator of Social Housing (RSH) carries out regular In-Depth Assessments (IDAs) of housing associations. As of Wednesday 22nd June 2022, we have been downgraded by the RSH on our governance compliancy. We now hold a non-compliant grading, known as a G3 rating. Customers won't be impacted by this, however you can find out more information about what this means on page 3. I am very aware of the rising cost of living which is impacting a significant amount of people across the country. Our Customer Welfare Support Offer sets out a number of ways we can help, if you are struggling. If you do need some support please go to our website where you can find out more, including how you can get in touch with the team. We’re always happy to hear your thoughts and ideas as to how we can improve. If you’d like to get involved, please get in touch, using our contact details on the back page. Thanks for reading.
Mark Field
Chief Customer Officer
Customer Newsletter | June 2022
HOW WE HAVE PERFORMED OVER THE LAST SIX MONTHS
12 days
Average time to resolve a customer case compared to 13.5 days in the previous six months
11 working days
Average time to respond to a complaint compared to 12 working days in the previous six months
2:46 mins mins
Average time to answer your calls compared to 4 mins 35 seconds in the previous six months
80%
Quality of repairs compared to 72% in the previous six months
REGULATORY DOWNGRADE GOVERNANCE GRADING The Regulator of Social Housing (RSH) carries out regular In-Depth Assessments (IDAs) of housing associations. The IDA aims to identify the financial strength, potential risks, approach to value for money and quality of governance of housing associations. Through conducting the IDA the regulator placed us on their Gradings Under Review (GUR) list. The purpose of this list is to inform stakeholders when risks of non-compliance to RSH standards, or not meeting the expected standards, are being looked into. As of Wednesday 22nd June 2022, we have been downgraded by the RSH on our governance compliancy. We now hold a non-compliant grading, known as a G3 rating. Our financial viability grading remains compliant, at what is known as a V2 rating. This means we are meeting the expected standards on finance. What does this mean for our customers? In reality, there will be no impact on our customers and our day-to-day services will remain unchanged. We have a robust plan to improve services over the next year to help make customers’ lives easier and our services more accessible. This includes:
• Investing over £5m in homes this year to improve the condition and quality of residents’ homes.
• Spending £90m over the coming years sorting building safety issues – for example new fire safety measures.
• Making our services more accessible for you to contact us and report a repair. You can read more about this story including our FAQs and our Press Release on our website https://www.sbhg.co.uk/grading
BUILDING SAFETY UPDATE The safety of residents is our top priority. We have robust procedures and comprehensive controls in place regarding fire safety and we want to ensure all of our buildings continually meet and exceed the required fire safety standards. Residents should feel safe and be safe in the buildings they live in. It is for this reason we are doing everything we can to comply with all Government guidance and regulations, to ensure all of our buildings meet the required standards. We welcome the Government announcement that leaseholders shouldn’t have to pay for cladding replacement and building safety remedial works, as well as receiving further detail about being able to recover such costs from developers. These developments have been incorporated by the Building Safety Act 2022, which received Royal Assent on 28 April 2022. We are pleased to confirm that we have updated our policy to reflect this new position. In line with the Building Safety Act 2022, we will not pass to leaseholders any costs associated with remediation of fire safety defects relating to cladding, external wall systems (including defective or non-existent cavity barriers), balcony flooring, defective compartmentation between units/floors and defective flat entrance doors.
Any associated costs that are not prohibited under the Building Safety Act may be passed on to leaseholders as a last resort, subject to a future consultation, to be carried out in line with Government guidelines at the time the work was carried out. For completeness, we will not pass on any costs for work carried out in respect of interim measures, including temporary fire and smoke detection system installations, evacuation management costs, for example, waking watch costs. This applies to all leaseholders*, irrespective of the height of the building they reside in. Like many other housing associations and social landlords across the UK, we have found it challenging to interpret the Government guidance in this area, given the lack of clarity provided before the enactment of the Building Safety Act. This has resulted in not always being able to provide meaningful updates to residents, which has understandably led to significant frustration. We hope this decision will reassure our leaseholders that they won’t face costs for the historic or interim works described above. *This may not apply if you’re a buy to let investor or if you own more than three properties. If you have any questions about our building safety work, please visit our website, or get in touch with the building safety team: CladdingEnquiries@sbhg.co.uk
NEW WEBSITE AND CUSTOMER PORTAL We are pleased to have launched our new website. The website has been designed by customers for customers and allows you to find information in a more accessible way. We have also produced a number of helpful how to videos which help answer common issues people face in their homes. Check out our new website, here. We know that not everyone wants to or has the time to phone us, so later this summer we will be launching our ChatBot and Live Chat Service. This will allow customers to ask our ChatBot questions and receive automated answers. If the ChatBot can’t answer your question, you will be put through to one of our Customer Relationship Advisors during office hours who will be able to talk to you through our Live Chat system. Later this summer we will also be launching our new customer portal where you will be able to view your rent balance, download your rent statement, make a payment and update your details.
CONDENSATION, DAMP AND MOULD Housing Associations now have a greater focus on damp and mould since the Housing Ombudsman’s Spotlight Report. At SBHG, we are determined to work with you to resolve any issues of damp and mould that you may be living with. You can find out more about how we are helping customers deal with damp and mould on our website. You can find more information in our damp and mould leaflet and our damp and mould video explains how you can help prevent condensation, damp and mould in your home. You can find out how to contact the Housing Ombudsman on our website. If your home is affected by damp and mould please get in touch with us on 020 8996 4200 or complete the online repairs form at: www.sbhg.co.uk/report-a-repair
LEASEHOLD NEWS
LEASEHOLD FORUM
The Leasehold Forum continues to grow, welcoming new members to our most recent meeting earlier this month. The forum has also been active in reviewing the new format of the 2022/23 service charge estimates and providing positive feedback on the look, feel and customer journey on our new website.
The forum will be discussing and reviewing our plans across the following key areas in 2022:
• Our investment programme and plan for cyclical redecorations.
• How to improve estate inspections. • Managing agents – roles and responsibilities.
The forum is open to all leaseholders/ shared owners with the next meeting to be held in September 2022. If you are interested in joining and helping shape the services that you receive, please get in touch with the leasehold team at: leaseholders.enquiries@sbhg.co.uk
Our three key areas of focus initially this year are to ensure we have a robust investment programme and cyclical redecorations plan, we have a clear plan to collaborate with you on estate visits and we review our approach to holding managing agents to account. These areas of focus have been prioritised based on your feedback and are being developed to improve and personalise the services that we provide to you. As we move into late 2022 we will start to review how we can improve the services to our leaseholders living in street properties. We are moving towards block focused plans for this financial year, which will ensure that we deliver services that are specific to your block – including inspections, communications, work programmes, sinking funds and estate services. We will be sharing these plans with you in August and are keen to work with you in agreeing on key priorities that are tailored to the unique nature of each block or estate. Whilst we have several large blocks and estates there are also a large number of street properties, often converted houses – we are going to be focusing on the needs of these blocks as well, in particular where redecorations and improvements are due.
Customer Newsletter | June 2022
We will also be providing detailed information on lease extensions. Your lease will normally have a term of around 125 years and whilst this may seem a long time, it is important to understand some of the challenges that may arise should your lease term start approaching 80 years or less and some of the advantages of extending your lease, including a peppercorn ground rent - more information can be found at: Leasehold Extension - Getting Started The Leasehold Advisory Service (lease-advice.org)
CUSTOMER NEIGHBOURHOOD SURVEY We have sent out a survey to a number of our customers. You know the area you live in best and as part of our Customer Charter, which we launched in 2021, we want to work in partnership with you to improve the area you live in. The answers you provide will help us develop an improvement plan for you and your neighbours. It will set out the actions we will deliver and how we will work with you and keep you updated throughout the year.
CHANGES TO YOUR RENT
If you are a tenant, in April your rent will have increased. The headline increase for most of our tenants will have been 4.1% which is in line with the Government Rent Standard which allows rent increases of Consumer Price Index (CPI), taken in September each year, +1%. CPI is a common measure of inflation. Depending on the type of tenancy you hold with us, this increase will either be inclusive or exclusive of service charges. We understand that this rent increase has come at a very challenging time with prices rising in many other areas. Careful consideration is taken when approving rent increases by our Board. This decision involves direct input from residents who sit on our Board as Board Members. We are determined to offer homes that our customers are proud of as well as good value for money. This price increase will help us achieve this by allowing us to reinvest in our current homes, build new homes and to invest in the communities that we serve. If you would like further information on your rent increase, see our FAQs, here. Please get in touch, 020 8996 4200, if you have any questions that are not answered here. Our Income Team, income.team@sbhg.co.uk, are available to provide support if you have any affordability or money worries.
COST OF LIVING SUPPORT
In May 2022, Chancellor Rishi Sunak announced a new range of grants and payments to help every household with their bills.
Every household is getting £400 with the Energy Bills Support Scheme In October this year, you’ll get £400 off your energy bill. Previously, this was announced as a £200 ‘loan’. But as this is a grant, you won’t need to pay it back. You don’t have to apply or fill out any complicated forms to get this money if you pay your bills by Direct Debit or credit, the money will automatically be put in your bank account. If you have a pre-payment meter, the money will be either added to your meter or you’ll get a voucher to use for top-ups. One-off £650 Cost of Living Payment for those on means-tested benefits On top of the £400 every household will get, if you’re on certain means-tested benefits, you’ll also get a £650 cost of living payment. This will be paid in two installments alongside your existing benefits. The first installment is due to be paid from the 14th July and the second in the autumn. Don’t worry, this won’t mess up your benefit entitlements. This payment will be tax free and won’t count towards the benefit cap.
You’re likely to qualify if you’re getting any of these benefits:
• Universal Credit • Income-based Jobseekers Allowance • Income-related Employment and Support Allowance • Income Support • Working Tax Credit • Child Tax Credit If you’re not getting these benefits and are living on a low income, it’s important to make sure you’re getting everything you’re entitled to. Lots of people are surprised to learn they are eligible, when they assumed they weren’t because they work. It’s worth checking! We have a Welfare Benefit Team that are able to help check and support you with application. Check out our benefits calculator or please call them on 0208 996 8900 for further assistance. It is important to note that you would need to be on the above benefits from before the 25th May in order to receive both payments. One-off £300 Pensioner Cost of Living Payment If you’re at State Pension age or older and receive the winter fuel payment, you’ll get an extra £300 on top of your annual payment this year. This will be paid to you automatically into your bank account in November or December 2022. You don’t need to do anything to claim it. This payment won’t affect any benefits you’re already getting and will be paid alongside other support you might qualify for, such as the £650 cost of living payment if you’re getting Pension Credit, disability benefits or Attendance Allowance. There are around 800,000 people who are entitled to Pension Credit but aren’t claiming it - if you need to check whether you might be entitled to it then please do get in touch. £150 Disability Cost of Living Payment As well as all of the above payments, you’ll also get £150 paid to you in September 2022 if you’re getting any of these disability benefits:
• Disability Living Allowance • Personal Independence Payment
• Personal Independence Payment • Attendance Allowance • Scottish Disability Benefits • Armed Forces Independence Payment • Constant Attendance Allowance • War Pension Mobility Supplement The payment will be tax free, so won’t count towards the benefit cap and won’t affect any other benefits you’re getting now. It will be paid on top of the £650 cost of living payment you may also qualify for it if you’re getting certain means-tested benefits, such as income-related Employment and Support Allowance. Council Tax Energy Rebate - The council tax rebate will provide a payment of £150 to households living in council tax bands A – D. Local councils are responsible for determining who is eligible and making payments. These will be made from April 2022 and will not need to be paid back. - If you live in an eligible property and you pay your council tax by direct debit, your local council will generally make the payment directly to your bank account, starting from April 2022. You do not need to do anything in the meantime, unless your council requests further details from you. - If you don’t pay via direct debit, but pay via the post office, standing order or are receiving either full or partial Council Tax Support you would still be able to apply. You would need go to your Local Council website for further information on how to register to apply for the rebate. Some may receive a letter from the council with additional information so please do look out for this. - For those in Band E to H, you would need to apply to your local Council Discretionary fund. The Discretionary fund would help those suffering financial hardship as a result of the rising cost of living. Please check your local council website for further information
If you have any difficulties with the above, or need some clarification, please do not hesitate to contact our Welfare Benefit Team on 0208 996 8900
SUPPORT WE CAN OFFER
On top of the support we have mentioned on previous pages, we want to work with our customers to ensure their income is maximised wherever possible and we will always offer affordable repayment options for those falling into arrears. You can find out more information on available support on our website. Our Customer Support Offer looks at employment support, debt, fuel poverty and wider money and budgeting advice through partnerships. All of which has the primary aim of putting and keeping our customers on the right track.
MO MOWLAM HOUSE OPENING
In March Mo Mowlam House on the Clem Atlee Estate, in Fulham, was officially opened. In total 30 new flats have been built, 18 of which are social rent homes with the remaining 12 being shared ownership properties. The charity Action on Disability has a large office space on the site where they will offer employment and advice services. The new Mo Mowlam House is named after the former Secretary of State for Northern Ireland, who led the peace process which culminated in the Good Friday Agreement in 1998. Dr Mowlam’s stepchildren, Henrietta and Freddie Norton attended alongside Lord Dubs who had worked for Dr Mowlam as a Northern Ireland Minister. Matt Campion, CEO of Shepherds Bush Housing Group, said ‘I am delighted we have been involved in a project that is delivering much needed social housing’ in the H&F borough. Speaking at the event, H&F Leader Councillor Stephen Cowan said “Genuinely affordable homes and better life chances for Disabled people are two things Mo Mowlam was passionate about. It is good we have been able to deliver more of these in this beautiful new building that now carries her name.” For more information on the opening of Mo Mowlam House, click here.
REPAIRS TEAM Our Repairs team are integral to what we do. We are on the front-line and we are often the face of the organisation. If you need your boiler fixed or a new toilet we will be the team coming into your home to resolve the issue. We also typically carry out communal repairs in leasehold and shared ownership blocks. As the new Head of Repairs & Operations I wanted to remind tenants of our responsibilities as your Landlord, as well as your responsibilities as our tenant. You can check out our repairs responsibilities to understand what you are responsible for and what we are responsible for. Your repairs responsibilities are really important, because if we end up coming out to your home and fixing something that isn’t our responsibility we may have to recharge you for this service. We have a Recharge Policy which sets out what we may recharge you for, including missed appointments. A standard charge of £25 will be made for each missed appointment (repair or housing management related) which was not cancelled 24 hours in advance. This includes any repairs, which we have requested access for, to ensure your home meets the Decent Homes Standard.
As a team we know that sometimes we can’t respond to everyone as quickly as we’d like. We’ve produced a number of really helpful how to videos which will hopefully allow you to self-serve and resolve some of the most common problems our customers face. If the how to videos don’t help, please report your repair via our website, or call 020 8996 4200.
Michael Storer
Head of Repairs & Operations
MEET THE TEAM We have a number of teams that deliver our repairs service. I wanted to introduce you to some of our Repairs Supervisors and Managers so that you can find out a bit more about them and what they are responsible for:
Michelle is our Repairs & Operational Support Manager who ensures the team is working efficiently and resolves any pinch points the team might be facing. She has been with us for just over a year and has more than 15 years’ worth of experience in the Housing sector. Michelle loves the people she works with and the variety of her role. Outside of work she enjoy beach holidays and she can’t live without her morning cuppa.
Michelle Fourie Bo is our Repairs Manager and one of our longest serving employees. Bo has been with us for 15 years and has been in the Housing industry for a total of 18 years. Bo has the overarching responsibility for the Repairs and Voids function. Helping resolve complex issues and working out the best approach is Bo’s favourite part of his job. Outside of work Bo loves to fish, snowboard and mountain bike. Anyone who knows Bo will confirm that the one thing he can’t live without is his smile.
Bogden Malik
David is one of our Repairs & Voids Team Leader. David has been with us for two months but has over 9 years of experience in the Housing industry. David said the best part of his job is 'striving to provide a slick service for residents and looking for ways to improve the end to end experience our customers receive.' Outside of work David’s favourite hobby is tennis and the one thing he can’t live without is his phone.
David Langdon Dusmeet is our Gas Team Leader and has been in the Housing industry and with us for 6 and a half years. Dusmeet is responsible for the Gas Team who amongst other things conduct some of our Landlord gas safety responsibilities. Dusmeets favourite part of his job is ‘working with such a wonderful team and helping our lovely customers with all of their gas related issues’. Dusmeet’s favourite hobby is gardening and he particularly enjoys growing tomatoes. The one thing he couldn’t live without is his colourful turbans.
Dusmeet Gupta
Moses is another of our Repairs & Voids Team Leader. Moses has been with us for 6 years and originally started as an Apprentice. Moses particularly enjoys resolving repairs issues that our customers face. Outside of work he keeps active by playing sports and going to the gym. Finally, the one thing Moses wouldn’t be able to live without is his morning cup of ginger tea.
Carron Moses-Holmes
Grzeg is our Electrical Team Leader and looks after our Electrical Team. Grzeg has been with us for over 7 years and has a wealth of experience. Grzeg's favourite part of his job is the opportunities he gets to develop professionally. His favourite hobbies are fishing & football and the one thing he couldn’t live without is his family.
Grzegorz Kanczewski Mariusz is our final Repairs & Voids Team Leader and he looks after our Voids Team. He has been with us for just under 5 years. Mariusz loves making a difference to people and giving them a better place to live. He also enjoys being part of a team, made up of individuals who all have their own talents. Outside of work Mariusz enjoys Japanese woodwork and the one thing he can’t live without is his morning coffee.
Mariusz Zebrowski
Colleen Barnett
Colleen is our Complex Works Customer Relationship Manager. Colleen works with many teams including Disrepairs, Complaints and Complex Works. Colleen has been with us for over three years and has just under ten years of experience in the Housing sector. Colleen’s favourite part of her job is the diversity of her role and the fact that she gets to work closely with customers and colleagues. Outside of work Colleen loves to play music and the one thing she can’t live without is chocolate.
OPEN ROLES
We often have some really interesting roles available, which can be viewed here.
communications.team@sbhg.co.uk
020 8996 4200
www.sbhg.co.uk