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1. Accessing Our Services

1. Accessing our services

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Accessing our services

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Accessing our services Stockport Homes tries to make sure that all of its services are available to all members of the community. To help you easily access all of our services, key contact details for the core Stockport Homes services are detailed on pages 14 to 17. We know that some people may have difficulties in accessing our services – for example, in getting to the area housing offices or reading the information we send you. If you need any additional services Stockport Homes provides, we will take any reasonable and appropriate action to ensure we meet customers’ needs.

Stockport Homes can provide information and access to services in ways that suit many varying needs.

To enable Stockport Homes to provide appropriate services and information to you, please ensure we have current and correct information relating to any particular needs you may have. For example, if you have a hearing or sight impairment or if you need information in a different format such as on audiotape or CD. To update any of your details, please contact the Social Inclusion Team on 0161 474 2860 or email inclusion@stockporthomes.org Work has taken place at the area housing office receptions and the Housing Information Centre to ensure that customers can access them no matter what the customers’ personal circumstances. There is ramp access with private interview room facilities and other additional facilities like hearing loops and small play areas to interest young children.

If you find it hard to read the information we send you Information provided by Stockport Homes is available in a variety of formats, including: www.stockporthomes.org

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Accessing our services

• • • • • •

Stockport Homes, through the interpreting service will always find access to a language when required.

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in large print; on an audiotape or CD; in Braille; by email; through sign language; and by sending the information to someone else on your behalf (named contact person).

If you speak another language If you find it difficult to read or write in English but can use another language, then we have an interpreting service to help you. The Stockport Interpreting Service offers access to over 35 languages including: Arabic Balinese Bengali Bosnian Cantonese Czech

Farsi French Hindi Mandarin Marathi Polish

Portuguese Punjabi Russian Serbo-Croat Somali Urdu

Stockport Homes can access an interpreter who could accompany you to a meeting with Stockport Homes’ staff or get access to an interpreter via a telephone call. Documents and letters can also be translated into different languages. Stockport Homes, through the interpreting service will always find access to a language when required. Stockport Homes will make appointments to use the service when required. However, if you need their service you can contact them directly (see contact details on page 200).

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If you are unable to visit your area housing office or the Housing Information Centre Do you find it difficult to get to the office because of a disability or because you are looking after someone? Stockport Homes wants to engage with all customers. If visiting the offices is not a feasible option for you, you can:

Work has taken place at the area • Ask for a home visit. Staff are always happy to visit housing office customers at home when they are unable to visit the receptions and the office. Please contact the person you want to visit and an appointment will be made for a staff member Housing Information to come to talk to you at your home. Centre to ensure • Ask for a meeting at a mutually convenient location. that customers can Is it easier for you to meet at a relative’s house or a access them no local library or community centre? matter what the • Ask for someone else to represent you on your behalf. Stockport Homes is happy to discuss housing customers’ personal circumstances. issues with a third party on your behalf. Please put your permission in writing and send this authorisation to Stockport Homes or contact your area housing office or the Housing Information Centre.

If you have difficulty hearing, BT’s Text Phone Relay Assist can help. To use Relay Assist dial: 0870 240 9598 – for textphone users 0870 240 5152 – for standard phone users For any other access issues, please do not hesitate to contact your area housing office or the Housing Information Centre who will assist with your enquiry.

Contact us Listed overleaf are the main contact details for Stockport Homes’ services. For details of partner agencies and other helpful organisations please see the ‘Useful contact details’ on page 199. www.stockporthomes.org

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Accessing our services

Our offices: Berwick Parade

East Area Office

Brinnington Road

The East Area Housing Office serves: Bredbury, Brinnington, Compstall, Covent Garden, Hazel Grove, High Lane, Marple, Marple Bridge, Mottram Street, Offerton, Romiley, Spring Gardens, Tamworth Green, Woodley and Victoria Park.

West Area Office

Siddington Avenue

The West Area Housing Office serves: Adswood, Bramhall, Bridgehall, Cale Green, Cheadle, Cheadle Heath, Cheadle Hulme, Councillor Lane, Davenport, Didsbury Road, Edgeley, Gatley, Heald Green, Lancashire Hill, Larkhill, Shaw Heath, Reddish and The Heatons.

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T East Area Housing Office 1 Berwick Parade, Northumberland Road, Brinnington, Stockport SK5 8LQ Tel: 0161 474 4372 Text: 0762 480 8314 Email: east.area.housing@stockporthomes.org

Serving: Bredbury, Brinnington, Compstall, Covent Garden, Hazel Grove, High Lane, Marple, Marple Bridge, Mottram Street, Offerton, Romiley, Spring Gardens, Tamworth Green, Woodley and Victoria Park. Office opening hours Monday, Tuesday, Thursday: 8.30am – 5.00pm Wednesday: 8.30am – 1.00pm Friday: 8.30am – 4.30pm WC West Area Housing Office Bridgehall Community Centre, T Siddington Avenue, Adswood, Stockport SK3 8NR Tel: 0161 474 4371 Text: 0762 480 8315 Email: west.area.housing@stockporthomes.org

Serving: Adswood, Bramhall, Bridgehall, Cale Green, Cheadle, Cheadle Heath, Cheadle Hulme, Councillor Lane, Davenport, Didsbury Road, Edgeley, Gatley, Heald Green, Lancashire Hill, Larkhill, Shaw Heath, Reddish and The Heatons. Office opening hours Monday, Tuesday, Thursday: 8.30am – 5.00pm Wednesday: 8.30am – 1.00pm Friday: 8.30am – 4.30pm

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Stockport Direct local centre – Reddish 2 Gorton Road, Reddish, Stockport SK5 6AE Tel: 0161 217 6009 Email: reddish.localcentre@stockport.gov.uk Head Office St Peter’s Square

Office opening hours Monday, Tuesday, Thursday: 8.30am – 4.30pm Wednesday: 8.30am – 12.30pm Friday: 8.30am – 4.00pm This office can provide access to housing services and respond to basic housing enquiries. Additional advice on housing matters, access and signposting to housing services is also available at the libraries located throughout Stockport. All libraries offer extended opening hours and Saturday morning opening. Free internet access is also available at the libraries. Please contact 0161 217 6009 for details on your local library. Housing Information Centre 1 St. Peter’s Square, Stockport SK1 1NZ Tel: 0161 474 4237 Office opening hours Monday, Wednesday, Thursday: Tuesday: Friday:

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The Housing Information Centre covers all of Stockport and provides advice on many housing matters including how to apply for housing, what to do if you are homeless, how to get advice on getting back into employment, training or other opportunities.

8.30am – 4.30pm 9.30am – 4.30pm 9.30am – 4.00pm

The Housing Information Centre covers all of Stockport and provides advice on many housing matters including how to apply for housing, what to do if you are homeless, how to get advice on getting back into employment, training or other opportunities. You can also access many of the services listed overleaf through the Housing Information Centre. www.stockporthomes.org

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Other key Stockport Homes’ services based at St. Peter’s Square Anti-Social Behaviour Team Tel: 0161 218 1498 Text: 0779 780 6626 Email: asbteam@stockporthomes.org

Stockport Homes has a dedicated Customer Involvement Team providing help, advice and support for groups.

Out of general working hours incidents can be reported to 0161 474 3840. This is a reporting service only - in an emergency where there is a threat to life or a crime in progress please contact Greater Manchester Police (GMP) on either 999 or 0161 872 5050. Customer Involvement Tel: 0161 474 2862 Email: customer.involvement@stockporthomes.org Head office 1 St. Peter’s Square, Stockport SK1 1NZ Tel: 0161 474 2855 Email: feedback@stockporthomes.org Homechoice (apply for housing) Enquiries line: 0161 474 2975 Bidding line: 0161 474 4567 (24-hour line) Text bidding: 0779 780 6630 Email: homechoice@stockporthomes.org

Homechoice

Housing Options Team Tel: 0161 474 4237 Fax: 0161 474 1934 Text: 07800 617 690 Minicom: 0161 474 3730 Email: housing.options@stockporthomes.org Rent collection / payments / advice West area customers: 0161 474 2668 East area customers: 0161 474 2677 Telephone lines are open: Monday, Tuesday, Thursday: 8.30am – 5.00pm Wednesday: 8.30am – 6.00pm Friday: 8.30am – 4.30pm

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Payment line (24-hours): 0161 474 4050 (credit or debit cards) Resettlement Team Tel: 0161 474 3772 Fax: 0161 474 3775 Email: resettlement.team@stockporthomes.org Social Inclusion Team Tel: 0161 474 2854 Text: 07891 949 399 Fax: 0161 480 4358 Email: inclusion@stockporthomes.org

Other key Stockport Homes’ services based at Bredbury Carecall Tel: 0500 130585 (freephone – 24-hour line) Email: carecall@stockporthomes.org Repairs reporting / enquiries Tel: 0161 217 6016 (24-hour service) Text: 0779 780 6626 Fax: 0161 217 6032 Email: housing.repairs@stockporthomes.org

www.stockporthomes.org

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Customer Care Stockport Homes aims to deliver high quality housing services that continue to improve and meet customers’ needs and aspirations. To make it easier for our customers to see whether or not they are getting a high quality service, we have agreed Local Standards with customers, setting out what you can expect from Stockport Homes.

The aim of these Local Standards is to provide customers with information on the quality and timeliness of services they can expect from Stockport Homes.

The aim of these Local Standards is to provide customers with information on the quality and timeliness of services they can expect from Stockport Homes, and how to seek redress if the agreed Local Standards are not met. Local Standards have been agreed with customers for the following service areas: • • • • • • • •

Anti-social behaviour; Carecall; caretaking; customer care; customer finance; customer involvement; Homechoice; housing options;

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investment; repairs; resettlement services; sheltered housing; temporary accommodation; and • witness support.

The customer care Local Standards (referred to as the Tenant Involvement and Empowerment Standard) cover all of the services within Stockport Homes. Details of the Local Standards are included in the back of this handbook. For further information, please contact the Social Inclusion Team on 0161 474 2860 or email inclusion@stockporthomes.org

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Accessing our services