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Adam Walker, Grounds Maintenance Operative
Pictured:
Welcome
Welcome to the latest issue of Your Home, the magazine for Weaver Vale Housing Trust customers.
As the days grow darker and the temperature gets colder, we know winter can bring its own set of challenges – especially when it comes to managing energy costs and keeping safe.
Please know that we are here to support you with financial concerns you might have and are taking action in our communities to make sure you feel safe and secure where you live.
Since April this year, our dedicated rent support team has helped secure £1.85 million in financial support for our customers. Whether it’s providing budgeting advice or securing emergency fuel vouchers, you can find out more about how we can work with you on page 4.
We know the recent Government changes to the Winter Fuel Payment may be concerning for some, as the new Government rules mean some households will need to be receiving Pension Credit to qualify. If you’re worried about money or rent payments, please contact us on 0300 303 9848 or email rentfirst@wvht.co.uk.
As the weather starts to turn colder, we’re also asking people to watch out for the early signs of damp and mould. Turn to page 8 where we’ve included guidance on what to do if you are worried about this in your home.
Your personal safety is also really important to us, and anti-social behaviour is something we simply won’t tolerate. You’ll find some advice on page 14 on how we can look out for each other – after all, this is what makes our communities so strong.
Since our last issue, we’ve shared our Annual Report so you can check in on how we are performing and make sure we’re keeping your views at the heart of everything we do. You can find a copy in your email inbox, on our Facebook page, or by visiting our website. If you’d like future reports to be sent to your email, let us know at enquiries@wvht.co.uk.
We hope you enjoy reading all the latest news and updates. If you have any suggestions about what you’d like to see in future issues of Your Home, let us know on 0300 303 9848. We’re always keen to hear from you.
Gareth Rigby, Executive Director of Customer, Place & Services
www.wvht.co.uk
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Stay fraud safe
Fraud and scams are becoming more sophisticated. Here are some useful tips to keep yourself safe. Remember that if something seems too good to be true, it probably is.
Trusting - Always consider that online or on the phone, people aren’t always who they claim to be. Fake emails, messages and phone calls are a favourite way for fraudsters to approach their victims.
Oversharing - Never reveal too much financial or other personal information on social media, dating and gaming platforms, on websites and in emails. You never know who might see or use it.
Wi-Fi hotspots - Don’t assume that public Wi-Fi hotspots are secure, so never use them when you’re doing anything confidential. Instead, use your data or a VPN (virtual private network).
Mobile devices - Look after your mobile devices. Don’t leave them unattended in public places and protect them with a PIN or passcode.
Passwords - Choose, use and protect your passwords carefully, and use a different one for every online account in case one or more get hacked. Don’t use your actual name, family members’ or pet’s names, your own or family birthdays, favourite football team, numerical sequences etc.
Links and attachments - Don’t click on links in emails, texts, messages or posts and don’t open attachments, if the source isn’t 100% known and trustworthy, or it seems strange that you’d be receiving them.
Paying for online purchases - Never pay for anything by direct bank transfer, whether goods, services, tickets, travel and holidays, unless it’s to someone you know personally and is reputable.
Dating - Use a reputable app or site and keep conversations on its messaging platform. Not everyone is who they claim to be, some use online dating to commit fraud or arrange a hookup for the wrong reasons. Don’t be afraid to block or say NO!
If it feels wrong, don’t do it! Don’t be put under pressure to do something you feel uncomfortable with, like sharing intimate pictures, harmful pranking, extreme content, social media hacking or any kind of extremism.
If you need to talk to our team about fraud please call 0300 303 9848. You can find more fraud awareness tips at www. takefive-stopfraud.org.uk
Talk to us whatever your financial worries
Since April 2024, our Money Matters team have gained £1.85 million in extra funding for 386 customers. The team have also issued over £20,000 in emergency fuel vouchers, so whatever your financial situation, they’re here to help.
Have you received your Universal Credit Migration letter?
To continue receiving financial support, you must claim Universal Credit by the deadline date given in your letter. This is 3 months from the date the letter was sent. If you cannot claim Universal Credit by the deadline date, you should contact the Universal Credit Migration Notice helpline as soon as possible. You can call them for free on 0800 328 5644, for more information and to make your claim please visit www.gov.uk.
Did you know you can use an independent, free and anonymous benefits calculator to see how much you could get on Universal Credit? Please note, the benefits calculators give an estimate so they may not be accurate. To use the benefits calculator, please visit www.betteroffcalculator.co.uk.
For help and advice regarding the Universal Credit Migration, or other financial worries, please get in touch with our Rent Support team. You can call us on 0300 303 9848, email rentfirst@wvht.co.uk or visit www.wvht.co.uk/your-rent. We will never judge you, so please don’t hesitate to ask for help.
For more information please visit www.wvht.co.uk/your-rent
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Advice about the Winter Fuel Payment
To be eligible for the Winter Fuel Payment, you must have been entitled to Pension Credit during the ‘qualifying week’, which ran from 16th to 22nd September 2024.
Whilst this date has now passed, Pension Credit can be backdated up to three months so you still have time to claim. The last date you can make a claim for Pension Credit and still get the Winter Fuel Payment is 21st December 2024.
You will need:
• To be of State Pension Age and if you live with someone, then both of you need to be of State Pension Age (currently around 67 years old).
• Your National Insurance Number.
• Information about any income, savings and investments you have and your bank account details.
You can apply by email, phone or letter by visiting www.gov.uk/pension-credit/how-to-claim
If you are not eligible for the Winter Fuel Payment but are worried about heating your home this winter, please get in touch with our team who are here to help by emailing rentfirst@wvht.co.uk or calling 0300 303 9848.
For more information please visit www.wvht.co.uk/your-rent
Stay safe in your home
Using electricial items incorrectly is a potential fire hazard. Electrical safety is all about being aware of the potential dangers around the home, and knowing what to look out for, avoid and change.
The most common cause of electrical fires within UK homes is faulty or damaged wiring in household appliances, so it’s important to regularly test your electric devices and follow all the manufacturing safety guides. If your devices are faulty, please dispose of them correctly. Below are some common electrical safety tips to keep you safe, for more information about electrical safety and the tests we do as a Trust, please visit www.wvht.co.uk/electrical-safety.
To find out more visit www.wvht.co.uk/electrical-safety
There are lots of other ways to stay fire safe in your home.
• Always keep communal areas and escape routes in your home clear.
• Turn off electrical appliances when finished with them or before bed.
• Allow access for essential servicing works.
• Buy and use only reputable brands of electrical appliances.
• Report home repairs to us immediately.
• Never light candles under a flammable surface or leave candles unattended.
• Never smoke in bed or leave lit cigarettes unattended.
• Do not block vents in your home.
• Do not cover heaters within your home.
For more safety advice in the home visit www.wvht.co.uk/building-safety. You can also check out Cheshire Fire and Rescue at www.cheshirefire.gov for hints and tips at staying fire and electric safe, including how to regularly test your smoke alarm. To speak to a member of our team about any home safety concerns call us on 0300 303 9848.
To find out more visit www.wvht.co.uk/firesafety
How to report damp and mould
We want you to live in a home that is safe and clear of any damp and mould. If you spot any in your home, report it to us immediately.
Once you have reported any damp and mould, we will:
• Ask a series of questions to help understand the situation and the location of the damp and/or mould.
• We may initially send an operative to undertake mould removal works if the issue is in a certain area of your home.
• We will send out a surveyor to assess the issue and determine the best course of treatment to fully resolve the problem.
• Throughout this we will ensure we provide you with support until the works are completed.
After our initial inspection and the type of damp or mould you have, we will do one or more of the following:
• Make an appointment for any damp and mould treatment work, this may require more than one visit.
• Carry out any repair work needed to address any damp, and/or install more ventilation if needed.
• Make a referral to one of our damp and mould specialist contractors to treat the mould.
• 6 weeks after treatment, we will contact you to make sure the issue has been resolved.
Did you know, our staff have undergone special damp, mould and condensation training to better help customers with damp, mould and condensation (DMC)? We as a Trust will never judge you, or your lifestyle, when reporting damp or mould in your home so please get in touch if you spot any.
How to reduce condensation in your home
In the colder months you might notice more condensation in your homes. Condensation is completely normal, it is caused when hot air meets cold surfaces, such as windows, and forms water droplets.
There are many ways to help reduce condensation in your home, the most effective being to wipe away any water droplets first thing in the morning. Here are some more suggestions:
Using the extractor fan in your kitchen and bathroom will also help reduce condensation - they’re also very cost effective. Across the year, the automatic fans in your bathroom cost on average £7.67 and the kitchen fans cost on average £10.28.
To speak to a member of our team about damp, mould and condensation call us on 0300 303 9848. For more information visit www.wvht.co.uk/dampmouldcondensation Page 9
Important information about gas safety
Keep yourself and your family safe when heating your home this winter and follow all the safety advice on gas appliances.
Never use outdoor gas appliances in your home.
These appliances are dangerous when used indoors. Using an outdoor heater inside is against the terms of your tenancy and should not be used inside under any circumstances.
Do not tamper with your energy meters.
Tampering with gas meters increases the risk of potentially fatal gas and carbon monoxide leaks. Tampering with electricity meters can cause severe electric shocks and start fires.
Always correctly use portable heaters.
Only buy official heaters and put them on a level, nonflammable surface. Never use portable heaters to dry clothes and turn them off at night. Always plug them directly into the mains - never using an extension cord.
Never use an oven to heat your home.
Only use ovens for cooking food and turn them off when they’re done, especially if it’s a gas oven!
Look for tell-tale signs of a faulty appliance. A faulty gas appliance will have noticeable signs if it is not working correctly, which could become very dangerous. Keep an eye out for dark, sooty stains or lazy yellow flames.
How are we performing - a service update
We track and monitor a wide range of performance measures across the Trust to ensure that services are delivered in-line with customers’ expectations and our Corporate Plan.
Our service performance is monitored in all areas of the Trust and is scrutinised by our Customer Assurance Team. Our Customer Assurance Team is made up of engaged volunteer customers and is part of our formal government structure. The team make recommendations for areas of improvement or scrutiny, to make sure our services reflect the needs of our customers.
Twice a year we undertake a phone survey called Survey of Tenants and Residents or STAR for short. We report all of the results once a year to the Regulator of Social Housing, we call them Tenant Satisfaction Measures or TSM’s for short. This shows the Regulator how we are performing and areas for improvement.
Because we carry out this survey two times per year, we want to update you with our most recent results. You can see a summary below and you can access the full results on our website www.wvht.co.uk/performance-
You have a well maintained home
80% satisfied
Your home is safe
88% satisfied
Satisfaction with repairs in the last 12 months
81% satisfied
Time taken to complete most recent repair
74% satisfied
Landlord listens to tenant views and acts upon them
78% satisfied
Landlord keeps tenants informed about things that matter to them
86% satisfied
Agreement that the landlord treats tenants fairly and with respect
91% satisfied
Landlord approach to handling complaints
42% satisfied
Satisfaction that the landlord keeps communal areas clean and well maintained
78% satisfied
Satisfaction that the landlord makes a positive contribution to neighbourhoods
75% satisfied
Landlords approach to handling anti-social behaviour
78% satisfied
Overall satisfaction
84%
For information about our performance visit www.wvht.co.uk/performance-
Performance Overview
As well as our twice-a-year performance figures, which you read on the previous page, we also produce an Annual Report. This report covers what we call a financial year. This runs from 31st March to 1st April and we produce this overall review of all of our services each year.
You can read the full report for 2023/2024 by visiting www.wvht.co.uk/performance-. We have also emailed it to all customers with email addresses on our system and shared the report on Facebook.If you would like the annual report printed and posted to you, please call 0300 303 9848 to discuss different options. We can also translate the report into a different language for you. Just detail the information you would like, the language and email enquiries@wvht.co.uk and we will be in contact.
You can find more information about Emergency Repairs on our website www.wvht.co.uk. You can book standard repairs and make rent payments on the FREE My Account app.
Our website has lots of information on it and can be used at any time. Visit www.wvht.co.uk and visit the ‘For Tenants’ section.
To view our annual report visit www.wvht.co.uk/performance-
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Customer voice and influence
Here at the Trust, listening to customers and acting on what you tell us is really important and helps to improve the services we deliver.
We provide a range of ways in which you can share feedback, from getting involved with the Customer Assurance Team, completing surveys, complaints, participating in customer focus groups plus lots more.
Here are some examples of what action we have taken from what customers have told us.
Our process with contractors has been changed to ensure individual customer needs are properly assessed and catered for prior to major works starting.
Our process after inspection of external works now includes a fast-track option for external works that may cause penetration to brickwork.
We have improved the information about kitchen and bathroom replacements we have stored on our management system. We have also made the information more accessible for customers by adding it to the My Account app.
We have changed our process and now automatically book the flooring to prevent further delays or customers needing to chase us.
We have updated our process to ensure all residents and leaseholders receive communication prior to work on external areas or door entry systems.
If you would like to find out how you can influence services at the Trust, take a look at the new Customer Voice and Influence Policy and read more about being a member of the Customer Assurance Team by visiting www.wvht.co.uk/getinvolved or email get.involved@wvht.co.uk.
Find out more by visiting www.wvht.co.uk/getinvolved
Stay safe at night
Winter brings darker and longer nights which can lead to some dangers. Keep yourself safe and follow some safety advice this time of year.
Keep valuables out of sight.
Lock your doors and close windows. Make sure all your doors and windows are locked at night, this includes garages, sheds and outhouses. A good habit is to lock your doors as soon as you’re home so you won’t forget.
Anything expensive in your windows or in your car could attract thieves. Make sure to never leave valuables in your car overnight, including any shopping. It’s also a good idea to keep car keys away from windows and letterboxes.
Be careful what you post on social media. With Christmas around the corner, you may post photos online of gifts you’ve brought or received, however it isn’t just friends and family who can see this. A photo of your Christmas haul lets thieves know what you have in your home so please be careful. If you are planning to go away on holiday, wait until you’re home to post photos online so people don’t know your home is empty.
If you’re walking alone at night, download a safety app.
There are lots of free apps you can download onto your phone which will alert someone if you’re in danger such as Life360. It’s also a good idea to tell someone where you are walking and share your location.
On a night out? Talk to someone until you’re home. If you’re heading home after a night out, give someone trusted a call to make sure you get home safe. You can also call Strut Safe, a UK wide phone line to speak to someone at night until you’re safely through your door. You can call this on 0333 335 0026 on weekends from 7pm till 3am.
If you need to speak to our team about safety concerns call us on 0300 303 9848.
The darker winter months can be a tough time for a lot of people. Take care of yourself and check in on friends, family and neighbours. Below are a list of helplines should you need to use them.
For information about our support team visit www.wvht.co.uk/support
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There is one extra word in the wordsearch below, if you find it, message our socials and you could win a £20 Amazon gift voucher. You can also return the wordsearch to our freepost address FREEPOST WVHT to enter. Competition closes 1st February 2025.
www.wvht.co.uk
www.facebook.com/WeaverVale
