Tenant Voice - October 2015

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Annual Report TACT AGM Housing Dementia Friends

New Council homes soon to be ready in Stanmore Issue 2 Autumn/Winter 2015 Produced by Winchester City Council Tenants and Leaseholders

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Tenant Voice Hello Welcome to our second edition of Tenant Voice. We have made a few changes to the number of newsletters we send to you. It was decided to drop On the House and the Annual Report and just have Tenant Voice as a way in which we inform you of interesting topics happening across the district and in the Council. We have included a pull out page of the annual report, but it is more condensed than previous years; see pages 5-7. See the outcome of the TACT AGM on page 3, along with our usual dates for your diary and Dee’s corner.

Don’t forget to enter our competition; see the enclosed letter – good luck and don’t forget to contact the editorial team if you have any suggestions or comments for future editions of Tenant Voice.

The Editorial Team

Government Summer Budget Announcements – Good News for Tenants?

You may have seen a number of announcements in the summer Budget by the Chancellor of the Exchequer that will affect your rent and could also impact on housing in Winchester.

George Osborne MP is proposing to abolish original plans to increase rents in line with the Consumer Price Index + 1% and instead actually reduce rents by 1%.

Whilst very good news for tenants, this will obviously mean less income to fund housing services in the future.

Wanted: Mystery Shoppers Would you like to become a Mystery Shopper? As a mystery shopper you will pose as a regular customer making contact with the Council. You will undertake a series of preagreed tasks – such as requesting a service, asking questions or registering a complaint, and report back your findings to us. By putting our services to the test you will be helping to improve the services we provide to all tenants and leaseholders.

As a thank you, you will be rewarded with vouchers and will be able to take part in tenant representatives’ training opportunities.

If you are interested, contact the Tenant Involvement Team; details on the back page.

Win an iPad Mini!

It is also proposed that: G

Councils should sell off high value properties when they become vacant, with receipts going to help fund the Housing Association Right to Buy programme.

G

Tenants earning more than £30,000 should pay a market rent, rather than a social rent.

The Council has met with local MPs and made representations to Government on how this will impact on local services. More information will be provided on these issues as soon as it is known and also at next year’s Tenant Conference, to be held in the Guildhall, Winchester on Saturday 12th March 2016.

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See the covering letter for your chance to win!

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(TACT) Tenants and Council Together AGM – 16th September 2015

TACT LOGO You may remember that in the last edition of Tenant Voice, we asked for design entries to be put forward for a new TACT logo. We had a number of entries and were really pleased with the response – so thank you for that!

It was that time of year again – the TACT AGM! This year we held the event at the Guildhall and provided some time before the formalities started for ‘networking’ and getting queries answered. Osborne, City Cleaning and Council Officers attended to chat to tenants and help put a face to a name. The AGM went smoothly and a new Committee has been elected! Your new Remember, all tenants are welcome to Committee members are: come along to the TACT meetings held on the third Wednesday of the month. Please Chair: David Chafe contact the Tenant Involvement Team for Vice Chair: Monica Gill more info on 0800 716 987.

Secretary: David Light

A few words from Judith Steventon Baker

We formed a group of tenants from TACT to judge these entries and sat down to thrash out which would be put forward. The tenant team worked really well together and eventually we had a winner!

Matthew Sergison-Main provided the winning entry with an image.

The group really liked that it included imagery representing Winchester and housing. We then passed the image to our design team who adapted it to a formal logo. After feedback from TACT itself, the logo was perfected and we can now reveal the final result!

Matthew received his prize, a luxury locally produced hamper, at the TACT AGM in September. We can’t wait to start seeing this logo out and about representing TACT!

My heartfelt thanks to everyone and a hope that TACT will continue for another 20 years and more. It may change and so it should. So thank you all for three great years. THANK YOU! Can I add that on 10th October I took part in a Tandem Sky-Dive in order to raise sponsor money for the Macmillan Cancer Support. I would be really grateful if anyone were to support this act of silliness by making a donation to www.justgiving.com/judithsteventonbaker

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Tenant Voice New Lease of Life for Stanmore Flats

Contractors’ Time Slots Explained The Council operates a time slot system to manage its appointments with its contractors. There are two different systems in operation for each of its main contactors, Liberty and Osborne. The time slots are as follows:

Morning

Afternoon

Early am (8.30am-10.30am) Early pm (1.30pm-3.30pm) Late am (10.30am-12.30pm) Late pm (3.30pm-5.30pm) Residents at Woolford Close are now benefiting from some major estate improvements to the flats and the land around them. Better access, increased parking and storage areas, more privacy, landscaping and garden space have all been provided, as well as a new safe route to local play areas.

am (8.00am-12.00pm)

(12.00pm-5.00pm)

Please note that the time slot you select relates to when the operative will call, NOT the duration of the repair call. When you book an appointment, you need to ensure you allow sufficient time in your day for the repair to be carried out after the operative arrives at your home.

Are you having problems with damp and mould?

One of the tenants from Woolford Close said, “I wouldn’t let my daughter out here before, but now she is loving being able to play outside. It is much better than we had before and it’s now a lovely space that we can use.”

Winchester City Council has a useful leaflet and DVD available to help you solve these issues.

Contact Customer Services on 01962 840 222 for a damp and mould help pack which will also include a handy Moisture Meter so that you can observe and manage the levels of moisture in your home.

New Council Homes New Council homes will soon be available in Stanmore and Weeke.

The 21 properties at New Queens Gate, Stanmore are located on the former New Queens Head pub site on Stanmore Lane. There is a mixture of 1 bedroom flats and a 1 bedroom bungalow, together with two and three bedroom houses. These properties should be available in December 2015 and February 2016.

The 12 properties at Symonds Close,

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Weeke are located off Westman Road. The scheme comprises 2 bedroom bungalows and houses, together with three bedroom houses and a 4 bedroom house. These properties should be available in February 2016.

All properties will be advertised on Hampshire Home Choice approximately 6 weeks before they are ready to be let. You will need to

be registered on the Council’s Housing Register and be eligible for the properties to be able to bid for them. For more information on the Housing Register and Hampshire Home Choice, go to www.hampshirehomechoice.org.uk or contact the Housing Allocations team on 01962 848 356.

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Annual Report 2014/15 In this report, we have included details of how the Council has performed as your landlord over the last year (April 2014 to March 2015).

The Council no longer has to produce a report in a prescribed format, but we have included information we know tenants have been interested in over previous years.

Feedback from last year’s report suggested that tenants liked the publication provided and found it informative and interesting, particularly on how their rent is spent.

This year, the report is shorter, but key information on performance and how your money is spent is included.

Dear Tenants, I am delighted to be writing to you as the new holder of the Housing Portfolio in the City Council’s Cabinet. I am on a steep learning curve, but am busy getting to know the Council’s housing areas by working with the Housing team and attending tenant meetings. I am proud of Winchester’s commitment to provide decent, well maintained and cared for housing for our tenants.

Whilst there is no place for complacency, the June 2015 tenant survey showed that we are on the right track: G

G

Your satisfaction level about the overall service provided has increased to 89%

G

There is a positive programme of estate improvements which are responding to tenant aspirations across the district

G

More new homes are being built in Stanmore, Weeke and Swanmore – and I am personally very keen to see this programme accelerated

Your view that the rent provides value for money has increased to 86%

In 2014/15, the Council: G

Completed over 19,000 repairs

G

Spent £14m on maintaining and improving your homes

G

Built 13 new homes in Otterbourne, Itchen Abbas and central Winchester.

G

Re-let 398 properties (including over 200 new tenants) with an average relet time of 14 days (well within the top 25% of social landlords nationally)

G

This is good news but there is more being done and there is more to do:

Collected 98.8% of all rent due

To achieve this, the Council’s priorities will focus on: G

Listening more to tenants’ views – the communication between you and the Council is critical.

This will help improve our service to you and the contact between us

G

The new Extra Care scheme planned for the District

The sheltered service is retained, G Achieving a 1% reduction in rents despite serious Supporting People These priorities will be a real challenge, but I look forward to funding cuts getting out and meeting you, to My personal commitment to you is that I will continue to work to ensure working with the Housing team and to representing the Housing Portfolio that housing stays a priority and is in the Council on your behalf. funded appropriately. My personal

G

aspiration is that all our tenants live in decent houses and are proud of where they live and their community.

Cllr Caroline Horrill

Portfolio Holder for Housing Services

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Annual Report 2014/15 TENANCY MANAGEMENT Allocations

Lettings

Evictions

Households registered on Hampshire Home Choice

2,157

Lettings to tenants new to social housing

219

Tenants evicted as a result of rent arrears

8

% of households in “Band 3” – Medium priority

79%

Lettings to existing tenants

117

Tenants evicted for other reasons

2

Tenants assisted by Wise Move downsizing programme

66

Average “Band 3” wait time for 3 Bed house

3 years

Go to www.hampshirehomechoice.org.uk to view the Hampshire Home Choice Annual Report 2015 which provides more details about waiting lists and lettings.

Maintaining Your Home In 2014/15 the Council spent over £14 million maintaining and improving your homes.

Tenants’ Satisfaction Survey results You told us that you are satisfied with: G

The overall housing service (89%)

G

That your rent provides value for money (86%)

G

That the Council has friendly and approachable staff (92%)

Investing in your Homes

Amount

Numbers

Small/cyclical works

£1.6m

19,675

Day to day repairs

£2.3m

19,675

Preparing empty properties for re-letting

£592k

330

Cyclic servicing (gas servicing, external painting etc)

£1m

N/A

Larger Works

Amount

Numbers

External building/roofing/other works

£3.34m

N/A

Heating systems

£1.53m

635

Windows/doors

£481k

633

Kitchens and bathrooms

£1.95m

307

Disabled adaptations

£645k

522

Loft conversions

£107k

3

Sheltered Housing improvements

£277k

3

Updates on the improvements planned will be set out on the Council Housing and Tenants/Tenants Satisfaction Survey webpage.

Estate improvements

£292k

5

Congratulations to Mr W Webb of

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From what you have told us we will need to improve: G

Our approach to listening to your views and acting upon them (66% of all tenants satisfied)

G

How to make it easier for tenants to get hold of housing teams (67% of all tenants found it easy)

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Our Costs in 2014/2015 Our Average Cost (£)

South East Average (£)

How we compare (£)

Housing Management

£349

£443

Top 25%

Resident Involvement

£43

£59

Top 25%

Repairs and Voids

£662

£761

Top 25%

Estate Management

£93

£181

Top 25%

Annual Cost per property

General Performance 2014/15

National Average

Rent arrears (as a % of total rent due)

1.19%

2.68%

Average number of days to complete a repair

6 days

10 days

89%

84.4%

% of homes with valid gas certificate

99.9%

100%

Average re-let time for Council homes

14 days

26 days

Tenant satisfaction with Housing Services

Tenants’ Satisfaction Survey Winner Stanmore who was the winner of the iPad mini for returning his completed survey form by the deadline.

A big thank you to all of you who took the time to complete and return a questionnaire; all the information is invaluable in helping us plan future changes and agree service standards with you.

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Maintenance & New Build

In the last year, each £1 of rent you pay has been spent in the following areas:

(incl. repairs, adaptations & improvements)

Housing Services

Debt Repayments (cost of borrowing)

Staffing

51p

20p

12p

(incl. estate management, tenancy services, etc)

11p

Overheads

6p

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Tenant Voice Street Meets and Community Action Days Thank you to all tenants who attended Community Street Meets and Action Days this year. Over 100 queries were raised and dozens of estate improvements were put forward by tenants attending the events. Feedback has been positive and we look forward to making the events even better next year!

“I reported having problems with my doors at the Street Meet. I am pleased to report that they were replaced within 2 weeks”.

Tenants Scrutiny Continues Tenants sitting on the Scrutiny and Performance Review Groups (PRG) have had a busy year!

They have achieved a lot and some important changes have been made because of them. As highlighted in the last edition of Tenants Voice, the PRGs are currently monitoring Older Persons Housing, Repairs and Housing Management.

In addition the Scrutiny Groups have been set up to look at issues such as Tenant Finance, Grounds Maintenance and Liberty Gas. For a full report and update on Scrutiny and the work of the PRG’s visit www.winchester.gov.uk or contact the Tenant Involvement Team for a paper copy of the report.

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Community Champion Scheme Remember, we can now offer you or your group some funding to run an event or activity. Whether it’s a Street Party, Community Tidy Up, a Fun Day or a specific piece of equipment, we are here to help!

Please don’t be afraid to ask!

Contact the Tenant Involvement Team for further information on the Community Champion Scheme.

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Home Fixed Hampshire A handy person service is now available that offers a subsidised hourly rate for those who qualify.

The hourly rates for this service depend on your situation: G

G

G

G

£9.60 - over 60 and in receipt of a means-tested benefit £9.60 - disabled adult and in receipt of a means-tested benefit £18 - over 60 or disabled and not in receipt of a meanstested benefit £25.20 - anyone else

Means-tested benefits include: Guaranteed Pension Credit, Incomebased Employment Support Allowance, Council Tax Support (not single person discount) and Housing Benefit.

Here are some of the jobs we can do:

Improving Sheltered Housing Communal Areas

Assemble flat pack furniture Fit door chains and locks Replace light bulbs and batteries Minor decoration repairs Hang hanging baskets Fit door bells Repair toilet cisterns Unblock sinks Put up shelves Change tap washers For more information, contact: Tel: 0845 459 5036 local rate from a landline Email: hantshia@familymosaic.co.uk Web: www.familymosaichia.co.uk/

A group of Council officers and sheltered housing tenants are currently working on improving the look and feel of common rooms and guest rooms at our sheltered housing schemes. The group are focusing on the decoration, carpeting, furniture and facilities in these areas and will be consulting with tenants at the schemes about their preferences.

Housing Teams become Dementia Friends Dementia Friends is about learning more about dementia and the small ways people can help. Dementia Friends are not experts in dementia; they have a better understanding of dementia and know how to act more sympathetically towards people with dementia.

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After attending a Dementia Friends information session in June, housing officers from all housing teams committed to being Dementia Friends. Look out for their Dementia Friend badges. A separate information session was organised for members of TACT in May.

If you want to know more about Dementia Friends or find an information session near you go to dementiafriends.org.uk or contact the Alzheimer’s Society Care Line on 0845 306 0898 or enquiries@alzheimers.org.uk

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Tenant Voice Dates for your diary: Winchester Christmas Lights Switch On

Christmas Market 19th November – 22nd December Celebrate Christmas at Winchester Cathedral's Christmas Market and ice rink. Founded in 2006, the Winchester Christmas Market is celebrating its 10 year birthday in 2015.

The Broadway, Winchester Tuesday 10th November, 4.00pm – 7.30pm There will be a variety of local performances over the course of the evening, including a scene from the cast of this year’s pantomime Jack and the Beanstalk, Winchester Military Wives’ Choir, performances from local school choirs and various competitions hosted by radio presenters throughout the day.

The switch on coincides with the Winchester stop off of the Children in Need Rickshaw Challenge and as a result, Pudsey will be on hand to meet with guests and CiN will be conducting some fundraising activities. Matt Baker will be switching the Christmas lights on live on the One Show on BBC One.

Christmas Lantern Procession 27th November 6.30pm A highlight of the Christmas events calendar, watch as participants process with their homemade paper lanterns through the Cathedral grounds and light up the night sky in a stunning display.

Godson House, Winchester 16th November, 9.30am – 1.30pm This course is suitable for tenant representatives who assist at community social events, such as BBQ’s and Christmas lunches. Please contact the Tenant Involvement Team if you would like to attend.

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The Guildhall, Winchester, Saturday 12th March 2016 Save the Date! Local and national speakers will provide an overview of the recent changes from central government and how these will affect you in the coming months.

There will also be information stalls, tenant training opportunities, a buffet, refreshments and a children’s area.

Meet and Greet Money and Benefit Surgeries Meet and greet money and benefit surgeries with Winchester City Council, City Offices, Colebrook Street, every Friday 9.30am - 12.30pm Should anyone need any monetary advice, they can drop in for a brief chat on any money issues and get a benefit check.

Skateboarding Sessions Winchester North Walls Skate Park, Winchester 19th December – 3rd January

There will be a small street market comprising of local businesses, selling gift items and refreshments – mulled wine, burgers and hotdogs, soup, stews and other food and drink!

Food Hygiene Course

Winchester Tenants’ Conference

Sheltered Housing Christmas Lunch The Holiday Inn, Winchester Friday 4th December, 12pm – 3pm A festive event featuring entertainment for our tenants in Sheltered Housing.

Invites will be in the post shortly!

Back for 2015! Free skateboarding workshops during the Christmas school holidays for young people aged 11 to 18. www.facebook.com/activewinchester

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Loan Sharks – illegal money lending A Loan Shark is someone who lends money without permission from the Financial Conduct Authority. Loan Sharks rarely, if ever, give any paperwork and if payments are missed they often use intimidation and violence to get their money.

The Illegal Money Lending Team is available to help if you have any information, however small, on loan shark activities: G

Have you been offered a cash loan?

G

Have you been threatened when you couldn't pay?

G

Has your bank card been taken from you as security?

HEART - Energy Advice Resource and Training If you feel your heating is too expensive to run, contact HEART. They can give you practical advice on reducing heating bills and assistance to switch your energy provider or fuel tariff.

01962 217 844 Texts to 07731 960 320 www.heart@winacc.org.uk

Does what you owe keep growing even though you are making payments?

If you can answer “yes” to any of these then you may have been bitten by a loan shark!

G

If you, or anyone you know, is experiencing any of the above or has any knowledge of loan shark activities then contact the Illegal Money Lending Team in confidence 24 hours a day, everyday of the year by telephone: 0300 555 2222 email: reportaloanshark@ stoploansharks.gov.uk or by text to loan(space)shark(space) + your message to 60003.

Universal Credit Universal Credit is a new benefit for people of working age which is being phased in gradually by the Government. From 21st September 2015 some new claims for Universal Credit from single unemployed claimants will be taken in the Winchester area.

If the Job Centre Plus or the Department for Work and Pensions (DWP) tell you that you will be getting Universal Credit, please contact the Income Services Team on 01962 848 205 or housingincome@winchester.gov.uk and we can help explain what this will mean for you and your housing rent payments.

Dee’s Corner We are now in the dark nights of late autumn and Christmas is just around the corner, so in Dee’s corner I’m going to give you tips for the preparation of Santa’s sleigh arriving.

? Start getting a few items of ? Make use of store card points to spend on gifts or that extra special store food and don’t just something from the supermarket focus on Christmas goodies; kitchen foil and washing up And for next Christmas liquid is still needed over the ? Buy your wrapping paper and cards in festive time the January sales ? Set a price limit for gifts with friends and family and ? Make Christmas tags from your old Christmas cards stick to it I wish you all a thrifty Christmas. ? Get on ebay and sell things you no longer have a use for; it is surprising how the money mounts up.

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Tenant Voice Go Digital!

In the last edition of On the House, we told you about ‘My Council House’, our online housing portal, which gives tenants immediate access to their rent accounts, repair history and other helpful information about your tenancy. We ran a competition to win an iPad mini for those tenants registering with ‘My Council House’ and the winner was Cyril McIntyre of Kings Worthy.

If you haven’t already registered, you can access the portal by visiting www.winchester.gov.uk and select the button/link on the home page.

Earlier in the year, we ran a number of drop-in sessions for tenants on digital devices and getting on line. We understand that increasingly more and more information and services are being provided on line and we can help if you would like some training or just a bit of advice on this. Please contact the Tenant Involvement Team on Freephone 0800 716 987 for more information.

WinchesterTenants Winchester City Council Tenant Involvement

@WinchesterCity Winchester City Council City Offices, Colebrook Street

Freepost NAT15377

Winchester

Freephone 0800 716 987 Email: tenantvoice@winchester.gov.uk

SO23 9LJ Email: housing@winchester.gov.uk

If you have any particular needs which affect how you are able to use or be involved in our services or how you would like to receive information, for example translation, interpreters, Braille, audio tape large print, sign language - please contact the Customer Service Centre either by telephone 01962 840 222 or by email customerservice@winchester.gov.uk

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