high peak community housing peak - hpch highpeak nl web.pdfwe will be working with tenants to...

Spring/Summer 2010

Better Homes, Better Communities, Better Lives

Tenants andLeaseholdersMagazine

PeakPerformance

High Peak Community Housing

Tenants doing interviewssee page 18 to find out more

Winner’s Cornerfor the full story see back page

Our real life hero!See page 19

Meet

the brand

new Tenant

Scrutiny

Group - pg 15

We will be working with tenants to develop local offers - that is how we deliver our services, linked into these standards, on a local basis.If you would like to be involved in helping High Peak Community Housing make sure we are delivering the services you want to see thenplease contact Sandra Webster, Customer Services Manager, on 0845 129 8075 ext 3832 or email [email protected]. You canalso check out our website for further details - www.hpch.co.uk.

2. Tel: 0845 129 8075 www.hpch.co.uk [email protected] text us on 07800 002264

Welcome...April 2010 is a very significant time for tenants of Social Housing across England – althoughyou might not have realised it!. From 1 April all providers of social housing (ALMO’s, likeHPCH, councils and housing associations) are answerable to a new regulator – the TenantServices Authority, otherwise known as the TSA. This edition of Peak Performance focuseson some of the things that we have been working on with the Tenant Forum to make surethat we are ready to meet the new regime. Amongst other things this includes how we willmake HPCH more accountable to you, our customers, and how we will develop standardsfor our services that suit your needs here in the High Peak.

2010 also sees proposals to change the way that council housing is funded nationally. A nationalconsultation is being carried out on proposals to ensure that more of your rent money is retained locally.This would allow more local control over decisions on priorities for spending, however it may not meanmore money overall. High Peak Community Housing and the council are working together to look at theoverall implications. During the next few months there will be discussions with the tenant representativesso that we can ensure that the tenant viewpoint is fed into the discussions.

So as you can see there is a lot of significant things happening in the world of housing that impact on usin the High Peak. As Chair of the Board and Chief Executive of High Peak Community Housing we wantto make sure that you are kept informed of the impact these changes will have alongside the exciting workthat is going on in your neighbourhood.

So welcome to the Spring/Summer of “Peak Performance”...we hope you enjoy!

Making a difference - the TSAIntroducing...The Tenants Services Authority

These are the new regulators for all social housing and will be checking that High Peak Community Housing continue to deliver a goodservice to you. They have set 6 TSA standards to judge all registered providers of social housing – these include:

■ Tenant involvement and empowerment

■ Home

■ Tenancy

■ Neighbourhood and community

■ Value for Money

■ Governance and financial viability.

High Peak Community Housing has been shortlisted from more than 300entries for a 2010 Housing Heroes Awards, for the success of the XpressTour that we carried out in Summer 2009.

We will find out if we have won on the 14th May so we are keeping our fingerscrossed as this goes to print!

Look out in the local press and on our web site after this date to see if wehave won.

Housing HeroesAwards Nomination

Agnes BradleyChair of the Board

Mark FordChief Executive

MEET THE NEIGHBOURHOOD TEAM FORYOUR AREA

communities

NOTE: The Neighbourhood Co-ordinators will be focusingon tenancy enforcement, neighbourhood management

and associated issues.

Team One is covering the North of the Borough and issplit into patch A and patch B.

Patch A is Gamesley, Charlesworth and Tintwistle, yourneighbourhood coordinator is Frank Wood ([email protected])

Your Neighbourhood Maintenance Coordinator is Mick Godden([email protected])

Your customer support assistants are Maureen Hodson, Sue Shawand Hazel Woods.

This team is based at the Gamesley Neighbourhood Office at 32Winster Mews, Gamesley

Patch B is Glossop, Hadfield, Simmondley and Tintwistle, yourneighbourhood coordinator is Hannah Dyer

Your Neighbourhood Maintenance Coordinator is David Walker([email protected])

This team is based at Glossop Municipal Buildings

Team One is supported by Cassie Forsyth, Assistant NeighbourhoodCoordinator ([email protected])

Team Two is covering the South of the Borough and issplit into patch C and patch D.

Patch C is covering New Mills, Chapel, Chinley, Buxworth,Hayfield, Whaley Bridge, Furness Vale & Hope Valley (Bamford,Castleton, Edale & Hope) and your Neighbourhood Coordinator isMaxine Collinson ([email protected])

Your Neighbourhood Maintenance Coordinator is Neil Moss([email protected])

This team is based at Lancaster House in New Mills.

Patch D is covering Fairfield, Buxton, Harpur Hill, Peak Dale & DoveHoles and your Neighbourhood Coordinator is Vicky Cunningham([email protected])

Your Neighbourhood Maintenance Coordinator is John Waller([email protected])

Your Customer Support Assistants are Ellie Bailey, Sam Longbone,and Carol Barnes.

This team is based at the Fairfield Neighbourhood Office at 157Victoria Park Mews, Fairfield.

Team Two is supported by Gemma Swanson, AssistantNeighbourhood Coordinator ([email protected])

Carol Barnes Cassie Forstye Eleanor Bailey

Hazel Woods Jemma Swanson

Dave Walker

John Waller Maureen Hodson

Mick Godden Neil Moss Sue Shaw Vicky Cunningham Hannah Dyer3.

Maxine Collinson

Frank Wood


FOOTBALLPARTIES

HIGH PEAK COMMUNITY HOUSING

0845 129 8075www.hpch.co.uk

FOOTBALLPARTIESCELEBRATE YOUR BIRTHDAY IN

STYLE WITH A FOOTBALL PARTY AT

GAMESLEY COMMUNITY CENTRE

CALL 01457 869145 TO BOOK

Gamesley Community Centre

01457 869145 / 869038

Melandra Castle Road,

Gamesley, Glossop SK13 6UQ

[email protected]

Mon - Fri 10 - 9pm

Sat 9 - 4pm

Sun Closed

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HIGH PEAK COMMUNITY HOUSING


HOUSING

8075.hpch.co.uk

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Gamesley

Gamesley Community C

01457 869145 / 869038

Melandra Castle Road,

Gamesley, Glossop SK13

[email protected]

Centre

869038Road,

SK13 6UQv..ukov HIGH PEAK COMMUNITY HOUSING


Gamesley Community Centre01457 869145 / 869038

Melandra Castle Road,Gamesley, Glossop SK13 [email protected]

CALL01457 869145TO BOOK

CELEBRATE YOURBIRTHDAY IN STYLEWITH A BOUNCY CASTLEPARTY AT GAMESLEYCOMMUNITY CENTRE

Mon - Fri 10 - 9pmSat 9 - 4pmSun Closed

Introducing the CommunityPartnership TeamDuring the Xpress Tour, you told us that you would like to see more front line, community based staff… so we have now got adedicated team for working in the community who will be based at the Gamesley Community Centre, but will be coveringthe whole of the Borough. This is a brilliant opportunity for us to work with other agencies such as health and sure start tobring all the agencies together and make sure you are getting the best service possible.

The team is managed by David Longbone as Community Partnership Manager. Jackie Hay is your Youth andCommunity Partnership Coordinator, and Kim Gilmore is your Community Partnership Coordinator. The team issupported by Linda Maxwell.

David Longbone Jackie Hay Kimberly Gilmore Linda maxwell

5.

‘If you want toimprove yourgarden, we cannow lend you thetool to do it’

Contact your Neighbourhood Co-ordinator on

0845 129 8075or call into to your Local Neighbourhood Office

Borrowing an item couldn’t be easier!!!

Garden ToolLoan Scheme

Borro anwingBorro iteman couldn’item betcouldn’ easier!!!be easier!!!

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Haddon Lea – you told us that the drop ontothe parking area was dangerous, so we havebuilt a wall to improve safety.

Brassington Crescent – you told us that it was difficult topark so we have improved parking by creating parking bays.

Grindleford / Combes / Litton / Catlow – you told usthat the steps made access difficult, we have been reporting thisthrough to Derbyshire County Council, and are pleased to saythat the steps are now footpaths, improving access for you.

Winster Mews – we have installednew security to allow secure access topeople who live there, feedback so far hasbeen very positive.

IMPROVEMENTWORKS ATGAMESLEY

Covering Fairfield, Buxton, Harpur Hill, Peak Dale & Dove Holes- new caretaker starting soon.

CoveringGamesley,Charlesworthand Tintwistle

John Bentley

CoveringHadfieldandGlossop

Nick Lees

Covering New Mills, Chapel, Chinley, Hayfield,Buxworth, Whaley Bridge, Furness Vale & HopeValley (Bamford, Castleton, Edale & Hope)

Richard Warvell

We now have a two-mancaretaking team that coversheavy/large jobs andprovides a service to allsheltered schemes

Harry Roberts &Brain Holland

Meet yourNeighbourhoodCaretakers


You may remember the terrible grassverges on West Drive? You asked usto help and sort this out - so we haveremoved the grass banks andreplaced with tarmac areas, we hopeyou agree that this looks much tidier…initial feedback has been great, whydon’t you let us know what you think?

At South Close, we have beenworking hard to remove the bottleneck corner; this will make the roadsafer. Let us know what you think!

Our BIG NeighbourhoodClean UpYou told us during the Xpress Tour that you lovedit when we arranged skip drops and clean upevents… so we arranged our biggest clean up todate and households across High Peak havebeen getting rid of unwanted rubbish.

The scheme saw well in excess of 300 tonnes ofrubbish and scrap metal being removed from our neighbourhoods.

Our staff also got involved by removing unwanted itemshelping elderly and disabledpeople homes.

This clean up event has left theneighbourhoods looking cleanerand tidier and we have receivedlots of compliments from localpeople and you only had to walkaround our neighbourhoods to seethe visible impact this project had.

REDUCING ANTI-SOCIALBEHAVIOUR IN GAMESLEYWe have been working in close partnership with the police to improve security and reduce anti social behaviour in and around Gamesley.

At Winster Mews we have acted on your feedback and installed additional security to keep your homes safer.

We have paid for security lighting at some of our bungalows, in response to tenants requests for safer living. The additional lighting, jointfunded by the police will help the people who will most benefit from increased security. We are looking for feedback from you about this, tellus if you think we should extend the scheme further.

Health ChampionsHealth Trainer projects provides local qualified peopleto help individuals and communities to improve theirhealth. Whether you need information on stoppingsmoking, support to eat more healthily or advice ongetting more active, then Health Trainer projectsmay be able to help. Health Trainers can provideinformation, help people set and achieve goals aroundtheir health and point them in the direction of clubs,groups and services that will make the journey easier.

Derbyshire County PCT and NHS Tameside & Glossop areworking together with High Peak Community Housing torecruit and train local people who are interested in becomingVolunteer Health Champions. These volunteers will help getimportant information about health improvement into thelocal communities as well as directly supporting people asthey make changes to their lifestyle. Health Champions arenot experts in health nor do they need any previousqualifications, just a relaxed friendly approach and aninterest in improving the health of their community.

If you are interested in receiving support from a HealthTrainer or are interested in becoming a VolunteerHealth Champion then please contact Ross Burnage atthe Buxton Volunteer Centre on 01298 239 70.

Health Trainers, making healthier choices easierLocal School EventHPCH attended the ‘Post 16’ event at the Dome inBuxton recently to tell school and collage leavers aboutthe opportunities we have to come and work for us asan apprentice, either doing a trade or in administrationor finance.

We do only have a limited number of apprenticeships atany one time… and if you would like more information,you can download ‘Peak Apprentice’ from our web sitewww.hpch.co.uk or contact us on 0845 129 8075.

Tidy up in Tintwistle

Before

After

7.

Working together for saferNeighbourhoodsSafer Neighbourhoods is all about you having a dedicated localpolicing team who can help to make your area safer, cleaner anda more pleasant place to live by working alongside manydifferent agencies and organisations in your community.

In the High Peak there are a total of ten Safer Neighbourhood policingteams, made up of police officers, Police Community SupportOfficers and Special Constables.

They hold regular surgeries for residents to drop in with any concernsor issues and special meetings every three months with residents andpartner agencies including High Peak Community Housing, HighPeak Borough Council, local parish councils, Neighbourhood Watch,businesses, volunteer groups and community representatives todecide on the issues to be targeted in each neighbourhood.

We are committed to working with partners to help find long termsolutions to community concerns, but we need your input.

It may be you are fed up with anti-social and nuisance behaviour, forexample. Or perhaps you have concerns about graffiti or vandalism?

Whatever the problem, Safer Neighbourhoods gives you theopportunity to set the agenda in your area and help implementlasting solutions.

To contact your local policing team call 0345 123 33 33, visit yourlocal police station or logon to www.derbyshire.police.uk and click‘My local police’.

Here you can check out who is in your team, what the currentpriorities are in your neighbourhood and details of the next meeting orsurgery. You can also take a look through the latest newsletter andemail your team from the website.

Picture shows: New Mills Safer Neighbourhood Policing Team. Picture shows: Gamesley Safer Neighbourhood Policing Team.

Picture shows: Chapel Safer Neighbourhood Policing Team.

The lend a cam scheme now has been running successfully for a number of years. The scheme isaimed at gathering evidence when anti-social behaviour and nuisance are being caused by unknownpeople and enables both HPCH and our Police colleagues to take remote CCTV footage and bothidentify perpetrators and evidence the problems being caused.

There were a total of 60 lend-a-cam installations across the Borough from April 2009 - March 2010

As a result of these installations we have, in partnership with the Police, (and in addition to our other joint ASB interventions):-

■ signed up 4 Acceptable Behaviour Contracts ■ gained 2 Anti Social Behaviour orders

■ have a further 8 ASBO applications under review ■ stopped 3 separate issues relating to groups congregating

■ gained a 2 year injunction to prevent harassment directed at one of our tenants

Case Study:-A lend a cam was installed at an address on Gamesley due to ASB and crime in the area. The lend a cam caught two offenderswho were both arrested. They had systematically stolen dozens and dozens of car badges over a two day period. As a directresult of the lend a cam installation and identification of the offenders most of the badges were recovered and returned to theowners. They were both charged with four offences and had over 40 TICs (taken into consideration). Both appeared at courtand received referal orders for 3 months and 9 months respectively and ordered to pay compensation to some victims Withoutthe lend a cam footage there is no way the Police could have gained enough information to solve this issue.

LEND A CAM


Update on customer profiling -tailoring our services to meet individual needs

Equalitiestraining for staff

What does this mean? We asked all our customers to complete a form to let us know if you have any particular requirementswith how we contact you or deliver services to you. Some people said they could not see why we are asking for this but if you cangive us the information we can use it to help you.

This is the story of Mrs P – a lady HPCH thought kept making repairs appointments and then not being there when we arrived.

“I got this form when someone came round last summer and it was asking for all sorts ofinformation about me – my age group, my religion, if I had any special requirements. Ithought it was a bother to fill it out, but the lady who came helped. I put down that Ittakes me a long time to get to the door, as my legs aren’t as good as they once were.Well, since then, if I have needed someone to visit, they have knocked and waited longerto give me time to get to the door. It was a bit of a nuisance filling in the form but it hasmeant that they understand that I am not as quick as I would like to be – and I have gotmy repairs done”.

What did the company learn – that maybe if we had waited a minute or two longer Mrs P would havebeen able to get to her door! But if we don’t know that someone may be experiencing difficulties,we cannot respond. So please help us to help you - if you have not let us know if you have anyspecial requirements when we contact you and would like us to complete a form for you please ringthe business services team on 0845 129 8075 ext 3832.

meeting the diverse needs of our customers

What is a hate incident?A hate incident is any incident committed against a personor property that the victim or any other person believes ismotivated by the offender’s hate or prejudice because ofthe victim’s race, sexuality, disability, religion, age or gender.Hate Incidents can include vandalism, graffiti, damage toproperty, verbal abuse or even physical violence.

Most hate incidents will be a breach of tenancy, a criminaloffence or both. High peak Community Housing operate ajoint procedure with High Peak Borough Council so whetheryou are a tenant or not the matter will be dealt with inexactly the same way.

If you contact us with details of an incident we will refer theinformation to the appropriate agencies - including thePolice who can take the necessary action. We will not dothis without your permission.

Stop Hate UKYou may also call the national Stop Hate UK 24-hourhelpline FREE on 0800 138 1625 to report a hate incidentor seek support for individuals and communities affectedby hate crime. Visit the website, www.stophateuk.org formore details.

Hate Crime is wrong!If it happens to you, or you see it happen, please report itto your Neighbourhood Co-ordinator straightaway!

Staff at HPCH have been attending training sessionson Equalities and Diversities…this is very improtant tothe company and to you, our customers.

It is very importantthat we all learn moreabout diversity andimprove ourunderstanding of thedifferences betweenpeople in ourcommunities. Thetraining course wasrun by DerbyshireFire Service, HighPeak BoroughCouncil and theDerbyshire ProbationService and raisedissues such as racism,bullying, disability, sexual orientation, stereotypes, mentalhealth, religion and class.

All of the services provided by HPCH are equal and fair to allour our customers and potential customers, and we areregularly mystery shopped on this.

If you would like more information about this, pleasecontact us

9.

homes

The Property Services Team are working on further serviceimprovements by introducing a new dynamic softwarescheduling system called Opti-Time. This will change the waythat the work is planned, reduce the waiting time for repairs tobe undertaken and generate efficiencies within the service, andproviding you with an overall better service.

The system will be introduced towards the end of this year and willimprove the Customer service experience by allowing appointmentsto be made via the Call Centre when the repair is reported forPlumbing, Joinery and Electrical repairs that fall under the P1Emergency, P2 Urgent and P3 Non-Urgent categories.

All Customers that report repairs that fall under these categorieswhen the new system is introduced will receive a total of upto 3 textmessages, the first to confirm that the repair has been registeredand the date when it will be carried out (AM or PM appointmentoptions), the second is a reminder that will be sent out 24 hours

before the repair is carried out and the third and final text messagewill be sent once the operative accepts the job. This system willreplace in the main the current appointment cards (for the majority ofCustomers), so it is important that you provide us with the correctmobile phone number.

The system will also manage the operatives working day and willplan the most efficient route for repairs to be carried out within thegeographical area of operation, with the jobs being sent directly totheir PDA (Personal Digital Assistant) leading to efficiencies withinthe team.

Some repairs will still require pre-inspecting, if this is the case, youwill be offered an appointment for the NMC (Inspector) to visit, whowill then specify what work will be undertaken and by when. Thiswill be confirmed to you in a letter.

Improving the Repairs Service usingOpti-Time

HIGH PEAK PARTNERSDERBYSHIRE Fire & Rescue Service has joined forceswith the High Peak Community Housing Team to helpkeep people in the local community safe from fire.

Station Manager Leigh Mullin, said: “The North West PreventionTeam inducted a number of High Peak Community Housingofficers into the best way of delivering effective fire safety adviceas part of our Home Fire Safety Check scheme. “Now the teamwill be passing this advice onto new tenants in council ownedproperties as part of their own new Tenancy Health Checks.”

In the picture isLeigh Mullin fromDerbyshire Fire andRescue Service, alocal family fromNew Mills andMaxine Collinsonfrom High PeakCommunity Housing,taken on Friday 12thFebruary prior todelivering a homefire safety check.

Gas Servicing foryour safetyEach year your home needs to have a Gas Service. We asyour landlord are required to do this by law and we must beallowed access to your property to carry this out. We now carryout surveys area by area.

Gas Safety Regulations require appliances to be maintained ina safe condition, whatever there age. They also place dutieson gas installers to ensure that any gas appliance is installedso that it does not constitute a danger to any person, they alsomust ensure that the flue serving the appliance is suitable andsafe. The annual visit ensures your appliances are workingsafely and also working at their optimum efficiency.

So far this year we only have 0.9% of properties with servicesoutstanding, please remember you are required by law to allowus in to your property to carry out a gas service.

If you smell gas, or suspect there is a gas escape – youshould immediately shut off the gas supply and contact theEmergency free phone number on: 0800 111 999.


All tenants were recently invited to comment on a range of changes to the Secure tenancy Agreement - the current tenancy has notbeen amended since January 2003. Since this date there have been a number of improvements and changes in legislation and goodpractice, which need to be reflected within the tenancy agreement.

By updating the tenancy agreement for existing Secure Tenants we are making it easier for the Neighbourhood Co-ordinator’s to takerobust and effective tenancy actions. We are also recognising the changes in the sort of nuisance we are being asked to deal with andequipping ourselves to tackle this.

The proposed changes have come from feedback on all complaints, a review of the sorts of anti-social behaviour & nuisance reportswe receive, a review of issues raised by tenants when they are moving and other problems we encounter. We have done lots of workwith tenants on this including workshops, surveys and looking at all the feedback from last years Xpress tour.

CHANGES TO YOUR TENANCY AGREEMENT

tenancy

The main changes we are proposing are:Pets

Limiting the number of pets such as dogs & cats to be kept in properties and letting us know before a new pet is homed 79%

Adding a clause prohibiting pets such as dogs & cats being left unattended for in excess of 24 hours 92%

Nuisance behaviour

Expand the clause relating to racial harassment to encompass all “hate incidents" 96%

Add a clause prohibiting the storage & manufacture of drugs 94%

Make the current clause stronger relating to not being violent/threatening or intimidating towards staff & agents of HPCHand include incidents away from the office/outside working hours

95%

Making Changes to your home

Make it clear that persons fitting gas cookers must be suitably qualified 89%

Include a clause requiring tenants to gain written permission before making structural alterations to propertyinc removal of internal walls 85%

Include a clause requiring tenants to gain written permission before installing plug sockets 82%

Include a clause requiring tenants to gain written permission before installing Gas, electrical orcoal wood burning fires and stoves

82%

Add a clause allowing us to undertake works required to protect the health & safety of tenants and other residents 95%

Moving Out

Make it clearer that one joint tenant giving notice ends the tenancy for both parties 80%

Make it clear that we will not store items abandoned in properties at the end of tenancy 88%

Make it clear that we will not store items left in abandoned properties at the end of tenancy 89%

Add a clause giving us permission to come into your home – for example to identify repairs - during your notice period 83%

Vehicles

Include a clause saying no parking or repairing of vehicles on garage sites /communal areas without permission 88%

Include a clause preventing SORN or un-roadworthy vehicles being kept on communal parking sites 89%

11.

INTRODUCTION OF STARTER TENANCIESA starter or introductory tenancy is essentially a probationary period for 12 months, after which thetenancy is converted to allow full Secure rights, provided the terms of the temporary tenancy have beenadhered to. If not (for example the tenant has caused neighbour nuisance) there is a much simpler andswifter legal process available to end the tenancy.

By implementing introductory tenancies we are placing the onus on new tenants to “earn” the huge range ofrights and benefits that come with a secure tenancy. We are also making it easier to remove those who are notwilling to respect their community by adhering to their tenancy terms.

After 12 months, if the tenancy agreement has been adhered to it will automatically convert to a Secure Tenancy.This approach is used by a number of other social housing providers and has been found to work well. Duringthe first 12 months the Neighbourhood Co-ordinator will monitor the tenancy conduct to ensure it is appropriatefor the tenancy to convert.

During our initial consultation 93% of tenants supported making this change!

NOW WHAT HAPPENS

Now we have consulted with our tenants we can start the formal process of amending the tenancy agreement, the next stagesin the process are:-

■ Changes approved by HPBC Social Inclusion Committee ■ Changes approved by HPCH Board of Management

■ Final draft ratified by our Legal Section and checked for clarity ■ HPBC Executive agree to amendments

■ Formal Consultation carried out with all tenants ■ Amendments come into force (hopefully 1st October 2010)

What is it?The Transfer Incentive Scheme is a way of rewarding and assistingtenants who are prepared to “downsize” – say move from a three-bed roomed house to a one bed roomed bungalow – and so free-updesperately needed family accommodation

Who qualifies?If you live in a family property (2 or more bedrooms) that is biggerthan you require or in a wheelchair adapted property that you do notrequire is eligible to apply.

What happens?If you apply to Home Options and appear to qualify under thescheme we will arrange for someone to visit them at home anddiscuss their housing needs and requirements.

Anyone registered under the scheme on Home Options will be placedin a Band A to release two or more bedrooms or Band B to releaseone bedroom

What benefits are there for me?

All tenants who qualify under the TIS will receive the followingas “standard”:-

■ £250 once they have moved (subject to all arrears andrechargeable repairs being cleared)

■ Free “Carelink” Installation and complimentary “Carelink” servicefor the first three months of tenancy

■ Cost of post being re-directed for 12 months for the tenant

■ Priority Banding (Band A or B depending on the number ofbedrooms being freed up)

■ A property in the area of their choice that meets their needs

■ A named person to guide them through the process

Additionally, they can select one itemfrom the following list:-

■ Assistance with arranging and paying for removals with animproved remover OR

■ A further payment of £350

And one from this list for every bedroom they are losing(so someone going from a four bed roomed house to a onebedroom bungalow will have 3 choices:-

■ Decoration of one room (tenants choice of room and colour)

■ Carpet fitted for one room (tenants choice of room and colour)(upper limit on cost applies)

■ £150

■ Help from a caretaker for half a day (four hours) to hang pictures,curtain rails and similar small jobs (this excludes decoration)

■ Plumbing in of cooker and white goods (up to two appliances)

■ Assistance removing unwanted furniture

TRANSFER INCENTIVE SCHEME (TIS)


We are an ‘Arms Length Management Organisation’, responsible for managing properties across the Borough on behalf of High PeakBorough Council. We have a Board of Directors made up of 5 tenants, 5 Independents and 5 council nominated members.

We are looking for a tenant to join the Board, where you will have a real opportunity to make a difference in the community and help tomake decisions which effect the lives of many Local people. The position is unpaid, but you will be reimbursed for any out of pocket

expenses, and will receive training to help with your position on the Board.

Interested? Call us or email [email protected] for aninformation pack. Start making a difference now

Working Together for

Better Homes Better lives Better Communities

Ready to help us make a difference ? Are you...✔ Dedicated to ensuring tenants & leaseholders are at the heart

of the decision making process of this company?✔ Keen to ensure people live in vibrant communities?

✔ Able to make and take informed & transparent decisions?✔ Committed to ensuring that HPCH is a top performer?

✔ Aged 18 or over and a tenant of HPCH?

What’s involved...✔ Attending approximately 12 evening meetings per year

✔ Attending training sessions✔ Joining us with our Board ‘Away Day’ for training once a year

✔ Working with other fellow Board members, staff and tenants in a strategicrole to achieve the companies

Tenant Board MembersWe are looking for a committed, enthusiastic individual to

bring tenants’ perspectives to the Board of Directors at High Peak

Have you been approached by a loan shark? Lending money without a licence is illegal. If you suspectsomeone is a loan shark you should report them either by phone, by text/SMS or via email.

Tel: 0300 555 2222 (local call rate, including inclusive mobile minutes)

By text: Text loan shark and your message to 60003 (texts charged at your network’s standard rate)

By email: Send us a message at [email protected] web: www.direct.gov.uk/stoploansharks

13.

value for money

RECHARGES – IT’S PAYBACK TIMEWe are currently in the process of developing a more robustprocedure to deal with recharges.

So what is a recharge?A recharge is when High Peak Community Housing rechargescurrent and former tenants for the costs of repairs and work, whichis the tenants’ responsibility. This responsibility is clearly defined inthe Tenancy Agreement and the Tenants Handbook but as a generalrule repairs are recharged to the tenant if they have been caused by:

• Accidental damage by a tenant, a household member orauthorised visitor.

• Neglect by a tenant, a household member or authorised visitor,this may include damage caused by failure to report a repair – e.g.a severe leak or failure to maintain a garden.

• Acts of vandalism or criminal damage by a tenant, householdmember or authorised visitor.

Andrea Yates was appointed RechargeOffice in February this year and is busyincorporating new procedures forrechargeable repairs with proceduresalready in place including The Re-letStandard of our Properties.

The recovery of the costs of rechargesfor both current and former tenants willallow for re-investment in the housingstock, however it is anticipated that by increasingawareness of the policy and involving tenants in ‘developing’ thenew procedures, we will see a reduction in the number of rechargesto both occupied and empty properties. For empty properties, theresult should be a reduced turn around time, and reduced costsbringing the property up to the re-let standard.

Below are some examples of empty homes left in a poor conditionand empty homes the way they should be.

Please leave the property like this! ... not like this!

Smoking in HomesAs you will know, the law changed in 2007 so that it is now illegal to smoke in a workplace –such as a pub!

What many people don’t realise is that this legislation also relates to vehicles, the areas surroundingworkplaces and a whole range of other areas.

One area the Smoke Free (Premises and Enforcement) Regulations 2007 do not apply is to people’s homes –as often you might have someone coming into your home to care for you or carry out repairs and whilst it istechnically their workplace it is also your home.

As a responsible employer, High Peak Community Housing need to balance tenants rights to smoke within their home with ourstaffs rights to work in a smoke-free environment.

Where visits are arranged on an appointment basis, or as part of a contractual arrangement e.g. Care Link Plus we would ask that anyonepresent at the time of the visit refrains from smoking whilst our staff are on the premises.

Our visiting staff might also ask you or your visitors not to smoke whilst they are in your home – as long as this request is made politely wewould ask that you please comply.

We are looking at working with the local Primary Care Trusts to run clinics or tenants who want to give up smoking – please contact HelenCore, Communities Manager if you would be interested in this.

✔ ✔ ✘ ✘

The right format?Every year we will be sending you information about our performance about how our services are getting along.

We want to make sure you enjoy getting this information and that we are putting into the right format for you.

Could you let us know what you prefer?

Leaflet / Booklet ❏

Podcast ❏

Only on web site ❏

Calendar ❏

Other ❏

Please tick and return to us, all responses will be entered into a prize draw and the lucky winner will win £50 high street voucher.

How would youlike us to showperformanceWhat would you like to see on a regular basis when we reporthow we are doing to all our tenants? We have put basicperformance information in the newsletter but want it to berelevant and important to you.

At the moment, the performance information we have regularlypublished included:

■ Total number of days people have spent in bed andbreakfast accommodation

■ Average time taken to relet a property

■ Percentage of people satisfied with the way we have dealtwith an antisocial behaviour complaint

■ Average cost per Carelink customer

■ The percentage of repairs that the company made anappointment with you – and kept it!

■ Number of overdue gas heating services

■ Percentage of homes that do not meet the government’sdecent homes standard

■ Percentage of total rent collected

■ Percentage of spend against the overall budget – are wespending your money wisely?

■ Number of working days lost to sickness amongst the staff

■ Percentage of people who have made a complaint that aresatisfied with the outcome of their complaint

■ Percentage of people satisfied with any programmed worksbeing done in their homes e.g. kitchen replacements, newheating systems.

What else is important for you to know about how the company isdoing? If you would like to tell us what information you would like tosee please contact Emma Copsey on 0845 129 8075 ext 3818.

customer care and resident involvement

Meet thecompany...

In April, we hosted our first ‘Meet the companyday’, where we invited tenants who had told usduring the Xpress Tour that they would to getinvolved and find out more about HPCH.

Tenants Forum (who are soon to be Tenant Scrutiny - don’tforget the competition on page 15) were pleased to be ableto share with tenants what it is like to be involved with thecompany and inspire some new faces to get involved withus, either by joining the scrutiny group, or applying to be atenant board member.

A big thank you to all who attended on the day,your positive feedback from this event means thatwe will be running it again in Buxton and New Mills. If youwould like to attend please let Sandra Webster know.

Name: ................................................................................................................................................................

Address: ............................................................................................................................................................

.................................................................................................................................................................................


Please fill the form and return to:

High Peak Community Housing, Freepost SK115, Glossop SK13 8AF

Responding to complaintswe had a total of 91 complaintsduring 2009/2010 (71 were consideredto be justified complaints)

Satisfaction withcomplaints process- of the 91 complaints, 23 satisfaction surveys were returnedto us and of those 20 were satisfied with the way thecomplaint had been handled. 14 were happy with theresponse and how what we did following the complaint.

Answering letters- during 2009/10 we received over2500 letters. All these, wherenecessary, received anacknowledgement within 3working days,

Answering emails- we had a total of 789 emails sinceApril 2009 and all were acknowledgedwithin 3 working days and full repliesgiven within 7 working days.

Meet and greet- we had over 18000 (figures to end ofFeb – need to add in March whenavail) visitors to our receptions during2009/2010. We received no officialcomplaints regarding waiting times,but had 36 comments that people hadto wait for longer than 10 minutes. Wehave had 1 complaint regarding theprivacy of the interview at ourGlossop reception, and in response tothat have redesigned the area so thata more private space is available forour customers.

Answering telephone callsWe received 30,333 calls through ourcall centre last between 1 April 2009and 31 March 2010. 28,653 of thesewere answered and the averageanswer time was 24 seconds.83% were dealt with without havingto be passed to another person.

Reviewing customer service standardsThis is how we did against our customer service standards duringthe last year – April 2009 to March 2010.

Our group of tenants who have been monitoring our performance have said they prefer to seenumbers rather than percentage figures so we are publishing this information as requested by them.

Tenant Scrutiny - Something New!Over the last 6 months the Tenants Forum has been very busy developing the role of ‘tenant scrutiny’at High Peak Community Housing. This is very exciting as it means tenants will be carrying out arange of checks to see if we are really doing what we say we are doing.

The scrutiny group main role will be to work jointly with the board and staff to achieve positive outcomes andimprove the services that we provide to you, the group will be aiming to raise the standards throughout HPCH.

They will be keeping a keen eye on feedback that you give as tenants and ensure that tenants are consulted with at an early stage inrelation to any changes that could affect the service. Not only will the group challenge the company, they will compare our performancewith other landlords to see how we are doing.

The group are looking for your bright ideas, to give them a catchy name that means something to you as customers. If you have any goodsuggestions, please let us know – and you could be the proud winner of a £50 high street voucher!

Your ideas: ..........................................................................................................................................................................................................................................................................................................

....................................................................................................................................................................................................................................................................................................................................

Name: ............................................................................................................................................ Address:..............................................................................................................................................

.................................................................................................................................................................................................................................................................................................................................... ..

Please fill the form and return to: High Peak Community Housing, Freepost SK115, Glossop SK13 8AF

15.

How does it feel to be a customer of HPCH? We havethe figures but we would be interested in hearing fromyou about your experience and if there is any thingyou would like us to change. If you would beinterested in giving us feedback please contactSandra Webster on 0845 129 8075 ext 3832.


Local Offers

What is a local offer and why should tenants be interested in them?

From April 2010 the Tenant Service Authority (TSA) became the regulator of social housing landlords across England. Followingconsultation with Tenants across England the TSA will regulate landlords’ performance against 6 newly created national standards.

These 6 national standards are reflective of what tenants told the TSA was important to tenants

■ Tenant Involvement & Empowerment ■ Home

■ Tenancy Agreement ■ Neighborhood and Community

■ Value for money ■ Governance & Financial Viability

Tenants also told the TSA that they wanted standards to reflect what was happening locally, The TSA recognised that differentcommunities have different challenges, and therefore may require additional standards which complement the national standards.Therefore landlords must agree with their tenants what they will deliver over and above these standards, or how best to implementthese standards according to local priorities. The TSA are calling these ‘local offers’ and most importantly they are telling landlordsthat these offers must be agreed with tenants and respond to local needs. The ‘offers’ must also be achievable and be measured.

We have already started to look at the local offers, during our Xpress tour 09, you told us that when we carry out a repair it isimportant that we complete this the first time we visit. To develop this into a ‘local offer’ we will consult with tenants and agree ifit is achievable and if we can measure it.

Over the coming months we will be involving tenants in setting these local offers. We will be contacting a section of ourtenants and holding local events in an area near you, we want to ensure that tenants have every opportunity to comment onthe ‘offers’. If you are interested in assisting please contact Sandra Webster ext 3832.

GardenCompetition 2010

Are you green fingered? If so…why not take part in this yearsGarden Competition, which isrun by tenants, for tenants.

We are looking for entries to our 2010 Competition in the following category.

■ Best Garden,

■ Best Hanging Basket,

■ Best Tub,

■ Best Sheltered Block (Only one entry per Sheltered Block),

■ Most Improved Garden,

■ Best Home Vegetable Patch and

■ New 2010 - Best Garden Designed and Kept by a Child

The closing date for entries thisyear is 12th July 2010.

Check inside this newsletter for your application formand copy of the rules. Extra forms are available onrequest by ringing us on 0845 129 8075 or they canbe downloaded from our website www.hpch.co.uk.

We are hoping to make this year the best yet!We are looking forward to see all your entries.

17.

Recognising ordinary people makinga difference in their communityDo you know a special adult or young person who benefits a neighbourhoodmanaged by High Peak Community Housing, then why not nominate them in the2nd Annual Tenant Community Awards?

The awards have been designed to recognise the unsung heroes that make a difference to High PeakCommunity Housings Neighbourhoods, whether it be someone who spends time, without pay working for thebenefit of the of the community or an active member of a group that organises events or improvements to theneighbourhood, High Peak Community Housing want to hear about them.

The awards categories are:

■ Young Person of the Year Award for the under 25 year olds

■ Good Neighbour Award

■ The Green Award

■ Tenant Involvement Award

■ Making a Difference in their Community - Individuals

■ Making a Difference in their Community - Group

Nomination forms are available from all High Peak Community Housingoffices or you can contact Sandra Webster on 0845 129 8075 or clickon www.hpch.co.uk or email [email protected]. With the deadlinefor entries the Friday 23th July 2010, get your forms as soon as possible.

IMPROVING SAFETY IN FAIRFIELDFollowing your feedback and after liaising with the Safer Neighbourhood Team at Fairfield, we decided to put in place antimotorbike barriers in three areas of Fairfield. This came about due to teenagers riding motorbikes and quad bikes down thepublic pathways to gain access to Granby Road playing fields… these routes also enabled them to get away from the Policewhen being chased.

These barriers have dramatically reduced calls to not only HPCH but the Police as well, cutting down on Anti social behaviour.

THE GREEN AWARDWINNER: 17th Fairfield St Peters Beavers

COMMUNITY COHESION AWARDWINNER: Lia Roos

Previous Winners:


Looking for any gaps in our services

(article byMargaret Nield)

Finding the gaps…

You will have read earlier on is this issue of Peak Performance allabout the Tenant Services Authority (TSA) and how the nationalstandards are changing. We have been working through the newstandards, and comparing them to what we use at the momentwhich are called ‘Key Lines of Enquiry’.

We ran a really interesting workshop for staff and tenants to attend andhelp us to find any gaps in our service compared to the new standards,and to look at good examples from other organisations about what theyare doing. This workshop was a tough one, but such a lot wasachieved, and now we have a really good action plan on how toimprove our service around resident involvement, customer care andaccess and equalities and diversities.

look at how you make a difference

“ I became involved with HPCH after attending a few meetings,and then joining the tenant’s forum, which helped me to learnmore about the company.

I then heard about the training that is on offer by HPCH for tenantswho want to get more involved, so I thought I would take theopportunity, and I haven’t looked back!

I completed different training sessions, to teach me how to chair ameeting, how to deal with complaints on the tenant’s complaintspanel and how to interview applicants for roles within theorganisation. I thoroughly enjoy the interview process and gettingto ask questions from a tenant’s perspective – I am always madeto feel part of the team and would recommend it to anyone whohas an interest.

You can contact HPCH for more information and to find out moreabout the training that’s on offer.

Tenants doing interviews

”Left to Right: Richard Howard, Margaret Nield and Clive Mitchell

19.

Little did Diana Shaw who is a warden at Carelink know what she wasin for, when she received a Telecare Alarm Call from a property in WhaleyBridge saying that there were high levels of CO² in the property, sheautomatically tried to get in touch with the resident over the intercombut when she had no luck, she set off to the property to see if everythingwas ok.

What a good job she did! When she got there the resident was lay on the floorchoking with dense smoke. Our Carelink Hero immediately called for help fromthe fire brigade and ambulance service and put out the fire.

Finding the strength in the thick smoke, Diana managed to help the resident totheir feet and escape the smoke. She put carelink client into the recoveryposition whilst the emergency services arrived.

Diana has been praised by the emergency services – she certainly made adifference on that day! Well done Diana and we are pleased to report that the resident is making a full recovery following hospital treatment.

Our Real Life Hero!

carelink

Silver SurfersA very special Happy Birthday to Mrs Edna Hillfrom Hartington Gardens, who celebrated her100th Birthday recently.

Congratulations from everyone at HPCH.

Surfing the web has just become a whole lot easier forresidents in our sheltered accommodation. We have installedcomputers in the communal lounges and provided training sothat residents can enjoy the world wide web.

100th Birthday

Mrs Hill photographed with the Mayor of the High Peak,Councillor Peter Kay

20. To receive this magazine in a different format, please contact Business Services on 0845 129 8075 or email: [email protected]

WINNERS CORNER£50.00 Prizedrawvoucher winners

Clear rentaccount winner:

Mary Wagstaff

Sheila Marchington - Tintwistle

Charlotte Hinchliffe - Glossop

Gary Fuller - Gamesley

Amanda Norris - Gamesley

Paul Garner - Buxton

Bjorn Jeske - Edale

Xpress TourfeedbackFollowing on from our massive Xpress Tour lastsummer, we wanted to give you an update – andlet you know about the changes we are making …all from the valuable information you gave us.

80% of tenants told us that we should limit the number ofpets that are allowed to be kept… this meant that we had tochange the tenancy agreement.

The tenancy agreement is a legal document, that cant justbe changed, we have to by law, do a full consultation aboutit, in other words, ask you all what you think. We arecurrently receiving all of the feedback – so watch this space

41% of you told us that you have access to the internet,using this information and working with our News, Viewsand Reviews group we have recently updated our web site...have you clicked on it yet? www.hpch.co.uk

When knocked on your door or telephoned your over thesummer, Less than 140 people told us that they would liketo give there views about our services by attending regularmeetings at HPCH, whereas almost 1500 tenants wouldprefer to give their views either over the telephone, or bycompleting a survey. We have used this feedback andchanged the way that we get your feedback and views…since the Xpress Tour we have sent out a whopping 4500surveys compared to speaking to 138 people in meetingsduring the previous year! Wow what a change!

You told us that your communitywas very important to you... we

have used this feedback to introducea new ‘Community Partnership Team’,

who will be working along side otheragencies such as the Police, Sure Start

and the borough council to make sure thatservices offered to you in your local community arethe best for you!

WOW!! 67% of you said that you are happy with how longit takes us to come and carry out a repair….which madeus wonder about the other 33%. We have looked into thisand soon we will be launching our new ‘Optitime’ systemto make sure we get to you as soon as we can. Read allabout it on page 9.

You told us that we shouldn’t reward people for leavingtheir home tidy, and it should be let in a good condition.So, we have taken this onboard and listened to youropinions and revised our void re-let standard. Our tenantmystery shoppers are currently doing a reality check tocheck that the new improved standard is being met.

high peak community housing peak - hpch highpeak nl web.pdfwe will be working with tenants to...

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