TENANCY AUDIT SUCCESSYOU SAID, WE DID

BE AWARE OF CHEAP TOBACCOGARDEN COMPETITION WINNERS

What’s inside:

tenantmatters

Spring 2015 edition

working as part of

countydurhamH O U S I N G G R O U P

02 tenantmatters

Welcome to Durham City Homes LtdDurham City Homes Ltd has become a registered provider and is your new landlord, but don’t worry, you will still see the same faces and our offices will still be in Meadowfield.

Transfer means that we will be able to do more and will beable to get involved in newand exciting work in partnershipwith you.

We’re really excited about becoming your landlord andthe opportunities available to improve estates and carry out different activities within your local communities. We want to work with you to provide the best possible service and to ensure that the services we provide meet your needs and aspirations.

As part of the transfer you will notice some changes. For starters we have a new logo which you can see on the front cover of this newsletter.

You will also notice changes to our offices in Meadowfield from new signage to the outfits wornby our staff, who will now beout and about in our newly branded clothing.

The repairs team are now part of County Durham Housing Group and you will see their new logo on the vans they use. They will still be delivering repairs for Durham City Homes and repairs can still be reported using the usual number.

Throughout this newsletter you will find information about the transfer, including new contact details and information about tenancy induction days.

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03tenantmatters

How to contact us

Please note that after 6.00pm Monday to Friday and after 12.00pm on Saturdays these numbers should only be used to report an emergency repair or to report any anti-social behaviour issues.

Automated payments: 0300 456 0476Email: admin@durhamcityhomes.co.uk

0191 301 8470(You will be charged your standard call rate).

Follow us on:facebook.com/DurhamCityHomestwitter.com/DurhamCityHomeswww.durhamcityhomes.co.uk

8.30am – 4.30pmMonday – Thursday8.30am – 5.00pm

Friday

9.00am – 12.00pmMonday to Friday8.30am – 6.00pm

on Saturday

Telephone numbers:

Opening times:

0800 068 0013(Calls to an 0800 number are free from a BT landline, charges from other suppliers and from mobiles may vary).You can call either of these numbers to talk to us between:

Durham City Homes Offices – For Durham City Homesrelated matters only:Lumley House, Whitfield Court, St Johns Road,Meadowfield Industrial Estate, Durham, DH7 8XLYou can also write to us at this address.

Durham County Council Access Point:You can continue to contact us at the Clayport Council Access Point. Millenium Place, Durham, DH1 1WA.

04 tenantmatters

Welcome to County Durham Housing GroupAs part of the transfer of homes to Durham City Homeswe are now part of County Durham Housing Group.

Lynn Jordison, Chair of the Durham City Homes Board explains more:

“The transfer of ownership and management of homes from Durham County Council took place on Monday, 13 April 2015 making us your local landlord. Alongside Dale and Valley Homes and East Durham Homes we are now part of County Durham Housing Group. Tenants told us that they wanted their landlord to continue to have a local identity, and that’s exactly what Durham City Homes will continue to represent. County Durham Housing Group recognises that tenants’ needs may be different due to the landscapes we cover, so we at Durham City Homes will be working with you to deliver services and improvements that you want to see.

The benefits of working as part of County Durham Housing Group really do mean strength in numbers. Being part of the group we are able to access the resources to make distinctive changes for our local estates and create specific services to suit our own customers’ needs.” Bill Fullen, Group Chief Executive of County Durham Housing Group, said:

“My overall vision for the group is simple. I want people to say that they are proud to call Durham home, and that doesn’t just come from bricks and mortar. It’s about improving lives beyond the garden gate and I’m confident that by working with Dale & Valley Homes, Durham City Homes and East Durham Homes we can achieve this together.”

countydurhamH O U S I N G G R O U P

Customer Servicesafter transferFrom 13th April, Durham City Homes will no longer be part of Durham County Council.

You can continue to contact us on our existing customer phone lines: 0800 068 0013 / 0191 301 8470.

You will not be able to get through to Durham City Homes if you call any of the County Council’s phone numbers.

For face-to-face enquiries you can continue to use the Durham County Council Customer Access Point at Clayport. This is the only council CAP that will be dealing with Durham City Homes business.

Of course, you can continue to come to Lumley House for all your Durham City Homes face-to-face enquiries.

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05tenantmatters

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tenantmatters

Durham City Homes works in partnership with Durham County Council’s Fraud Team to tackle tenancy-related fraud. Durham City Homes recently received a report from a neighbour that a tenant had moved out some time ago and was living elsewhere.

A referral through to Corporate Fraud was made explaining the details. They responded within a week with a lot of information suggesting that the tenant was residing in another area and had been for over a year. The Corporate Fraud Team then liaised with the Local Authority for that area to obtain further details.

Corporate Fraud then confirmed that the tenant had been registered for Council Tax at another address since October 2013 and that the tenant had also changed their address with their bank.

Further visits to the property were carried out by Durham City Homes. However there was still no response from either visit therefore Corporate Fraud initiated arrangements to interview the tenant.

At this point the tenant submitted their Notice to terminate their Tenancy which is the result that Durham City Homes required. If you suspect someone is committing tenancy or any other type of fraud against the County Council, we would encourage you to report this to the Corporate Fraud Team, using the details below:

Tenancy fraud success

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Write to:Durham County Council, Corporate Fraud Team,Room G/83, County Hall, Durham, DH1 5ULOr call into any Customer Access Point.

Telephone: 0800 032 1663

Email: corporatefraudteam@durham.gov.uk

Text: start your message with the word ‘fraud’ to 07786 027 280

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tenantmatters 07

Tenancy audit successEstates Officers from DurhamCity Homes are currently in the process of visiting all DurhamCity Homes tenants to carry outa Tenancy Audit.

This visit consists of various checks to ensure the correct tenants are living at the address and highlights any issues regarding condition of the property or any support needs. Durham City Homes has had recent successes following some visits. In one case a tenant had previously refused any modernisation work and as a consequence had a property that was in poor condition, had outstanding repairs and no gas supply.

The Estates Officer for the area managed to arrange a full replacement of windows and doors, arranged for a gas supply to be put on at the property, the energy supplier to replace inoperable meters and arranged a full heating replacement in the property.

This led to the tenant being able to heat their property during a cold period of the year. On-going support has been arranged for the tenant to ensure the tenancy can be maintained in the future.

Applicants now attend an accompanied viewing with the Lettings Officer and at the point that they accept the property they are asked to sign a Licence Agreement. Tenants are then required to attend a Tenancy induction day.

This consists of a brief presentation as to what being a tenant entails and an explanation about the extra services Durham City Homes provide.

Additional assistance is also provided for tenants who may need some support to help set up and maintain their tenancy, completing Housing or Council Tax Benefit forms and Direct Debit forms to enable them to pay their rent or Council Tax.

Tenancyinduction days

tenantmatters08

In January 2015 Durham City Homes changed the ways in which tenants are given the keys to properties they have accepted.

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tenantmatters 09

Monday 13 April Park Hill 11.00 am Entrance to Park Avenue

Friday 17 April Witton Gilbert 2.00 pm Entrance to Rose Lea

Wednesday 22 April Esh Winning* 2.00 pm Front of Redwood

Thursday 23 April Newton Hall 11.00 am Carr House Drive

Friday 24 April Langley Moor 11.00 am Black Road

Monday 27 April Brandon* 11.00 am Alder Park

Wednesday 29 April Gilesgate 2:30 pm Wakenshaw Road

Thursday 30 April Brandon* 11.00 am Pine Lea

Thursday 30 April Ludworth 2.00 pm Ludworth Community Centre

Wednesday 03 June Ushaw Moor* 11.00 am Entrance to Broom Crescent

Thursday 04 June Crossgate* 2.00 pm Grape Lane

Thursday 11 June Brandon* 2.00 pm Front of the Riggs

Monday 15 June Bearpark* 11.00 am Hilltop Road

Monday 29 June Brandon* 11.00 am Linden Park

Monday 29 June Sherburn Village* 2.00 pm Bottom of Hall gardens

Tuesday 12 May Bearpark 2.00 pm Kingston Avenue

Thursday 14 May Claypath 1:30 pm The Sands

Monday 18 May Littletown 2.00 pm Plantation Avenue

Thursday 21 May Gilesgate* 11.00 am Front of Churchill Square

Thursday 28 May Esh Winning* 2.00 pm Woodland Road Communal Hall

Friday 29 May Sherburn Village* 2.00 pm Kidd Avenue

Estateinspection dates

DateDay Area Time Meeting Point

*Call us for more information on the streets we’ll be visiting.

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Estate Inspections:you said, we did.

Brandon Inspection‘You reported the shrubs in High Shaws were collecting litter – We got the shrubs removed, grassed the area and will soon installa fence at the site’

Esh Winning Inspection‘You reported a

damaged manhole in Dene Park – We reported

this and got it repaired’

Brandon Inspection‘You reported various trip

hazards on the pavement in Moor Edge – We

reported this and got the trip hazards cemented

over and levelled off’

Kelloe Inspection‘You reported the street sign in Morley Crescent had fallen off the side of a house – We reported this and got it replaced’

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tenantmatters 11

Keeping your gardenclean and tidyTenancy Enforcement has recently been dealing with a Durham City Homes tenant who, despite numerous written warnings, had failed to keep their garden in an acceptable condition.

A number of visits had been made to inspect the garden, and several attempts were made to speak to the tenant in person, as well as in writing, but no contact was forthcoming.

They were therefore advised in writing that, unless the work was carried out forthwith, the Council would clear the garden and recharge the tenant for the full cost of the work.

No response was received and as a result the garden has now been cleared and the tenant invoiced for the work. Failure to keep gardens clean and tidy is a breach of the Tenancy Agreement and appropriate action will be taken if we become aware of an untidy garden or property. In extreme cases, legal action can be taken which could lead to the tenant losing possession of the property.

Before After

tenantmatters12

External WorksExternal Programme

AreaPark Hill Estate

CoxhoeBearpark

Brandon

Framwellgate Moor

ShadforthBowburn

Sherburn

StreetPark Hill EstatePark AvenuePark AvenuePark AvenuePark AvenueLynn Park CrescentCook AvenueCook AvenueRitson AvenueKingston AvenueWayside CourtByland CourtByland CourtTaylor AvenueTaylor AvenueQuarry CrescentQuarry CrescentEastside AvenueWoodside AvenueParkwood AvenueCollege ViewHilltop RoadHilltop RoadThe RiggsHemmelHemmelFlambard RoadFlambard RoadGeorge SquareLawson RoadLawson RoadMarlene AvenueMarlene AvenueDavid TerraceHorton CrescentHorton CrescentForster AvenueForster AvenueKinnock Close

168

151613

422

42123

738

2612161411

89316

251

126682

434

318

1226

1010

ElementsRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofingRooflineRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofing / RenderingRoofingRoofingRooflineRoofingRooflineRoofingRooflineRooflineRooflineRooflineRooflineRooflineRooflineRooflineRooflineRoofline

2015/16

durhamcity

tenantmatters 13

Apr

RoofingRenderingRepointingRooflineNumber of properties per street

May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

tenantmatters14

Internal WorksInternal Programme

K - KitchenR - RewireB - Bathroom

2015/16

AreaBrandon

Brandon

Ushaw Moor

CarrvilleBowburn

StreetWillow CloseWhite CedersBell MeadowBlack Thorn CloseBriar AvenueBriar AvenueElm AvenueFir AvenueCypress CourtAcorn PlaceMoor EdgePalm LeaPear LeaPine LeaPoplar LeaRowan LeaBracken CourtLilac ParkPine ParkBriar RoadLawson RoadLawson Road

3431174410

444

1018

56

16172017101813

72

43

ElementsK,R,B + BoilerK,R,B + BoilerK,R,B + BoilerK,R,B + BoilerK,R,BK,R,BK,R,BK,R,BK,R,BK,R,BK,R,BK,R,BK,R,BK,R,BK,R,BK,R,BK,R,BK,R,BK,R,BK,R,BK,R,BK,R,B

durhamcity

tenantmatters 15

Apr

Kitchen, Rewire, BathroomNumber of properties per street

May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

tenantmatters16

Painting Programme

Clover LaidCroft Rigg

Elm AvenueGrove Road

Hemmel CourtsHigh Shaws

Middle GrovePalm Lea

Brandon

Aldridge CourtAsh Avenue

Bay CourtBroom CrescentChestnut Grove

Chestnut CottageDeerness View

Fir ParkFlass AvenueHall Avenue

Holly ParkHunter Avenue

Ushaw Moor

Burns CloseChapel View

Fair ViewProspect ViewRainton View

School AvenueSchool View

The CrescentWoodland View

West Rainton

1-6 Churchill Square 7-12 Churchill Square 13-18 Churchill Square 19-24 Churchill Square 25-30 Churchill Square 31-36 Churchill Square 37-42 Churchill Square 43-48 Churchill Square 49-54 Churchill Square

Communal Areas

Jubilee CrescentKell CrescentLocal Avenue

Sherburn Hill

Ushaw VillasVictoria Court

Whitehouse AvenueWhitehouse Court

Ushaw Moor

Acorn PlaceBell MeadowBriar AvenueCarvis Close

Brandon

Joyce TerraceLaburnum Court

Lilac ParkNew Acres

Oakridge RoadOversteads House

Pine ParkSouth View

Ushaw Moor

e - evens o - odd

SeptemberAugu

st

April

June July

May

2015/16

18-24 (e) Carr House Drive 26-32 (e) Carr House Drive 18A-20B Caterhouse Road121-127 (o) Farnham Road129-133 (o) Farnham Road 78-84 (e) Langley Road 86-92 (e) Langley Road 94-100 (e) Langley Road 25-28 Priory Road 29-32 Priory Road 33-36 Priory Road 1-4 Priory Road Flats 5-8 Priory Road Flats

Communal AreasCommunal Areas

13-18 The Chains 19-24 The Chains 1-5 The Sands 6-11 The Sands 12-15 The Sands 42-48 (e) Lansdowne Road 50-56 (e) Lansdowne Road 14A-17A Vicarage Flats 79-85 (o) Bek Road 87-93 (o) Bek Road 136-145 (e) Carr House Drive 10-16 (e) Carr House Drive

Communal Areas

87-91 Hallgarth Street 92-97 Hallgarth Street 61-64 Oswald Court 65-68 Oswald Court 69-72 Oswald Court 73-76 Oswald Court 76-79 Oswald Court 1-7 (o) The Hallgarth 9-15 (o) The Hallgarth 15-21 (o) The Hallgarth 25-31 (o) The Hallgarth 1-6 The Chains 7-12 The Chains

Poplar LeaRedwood

Silver CourtsSilver Courts Cottage

Victoria AvenueWhite CedarsWillow Close

Brandon

1-11 (o) Sherburn Road Flats 13-23 (o) Sherburn Road Flats 25-35 (o) Sherburn Road Flats 22-25 Broomside Lane 26-29 Broomside Lane 2-5 Church Lane 6-9 Church Lane 10-13 Church Lane 13A-F Church Street 19A-D Church Street 20A-D Church Street 21A-F Church Street

Communal Areas

Communal Areas

43A-D Bradford Crescent 93A-D Bradford Crescent 9-12 Mill House Court 13-16 Mill House Court 17-20 Mill House Court153A-154B Gilesgate 2-8 (e) Edge Court 5-11 (o) Edge Court 10-16 (e) Edge Court 26-32 (e) Edge Court 34-40 (e) Edge Court 55-61 (o) Edge Court

tenantmatters 17

durhamcity

December Janu

ary

March

February

NovemberOctob

er

Did you know that DurhamCity Homes manages anumber of communal halls across the local area?

tenantmatters22

We have communal hall facilities for hire in:

• Arden House, West Rainton• Attlee Square • Beaurepaire, Bear Park• Broomside Lane, Belmont• Harry Carr House, Meadowfield• Silver Courts, Brandon• Southbrooke House, Pittington• Sycamore Park, Brandon• Woodbine House, Pity Me• Woodland Hall, Esh Winning.

The halls are handily situated on a number of our estates and are available for hire by local groups. All halls are well furnished and fully accessible with kitchens, toilets and meeting facilities.

At the moment many of our halls are hired by groups such as, Brownies, luncheon clubs, and bingo groups with rates startingat £6 an hour or £42 for thewhole day.

If you’re interested in findingour more or hiring any of our rooms please contact us using the details on page 3.

Communalhalls for hire

tenantmatters18

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tenantmatters 19

Are you aware that Durham City Homes currently has outstanding current rent arrears in excess of £420,000?

It is not acceptable for tenants to regularly miss or reduce rent payments as this has an impact on the services we can provide.

Rent is due every Monday and should always be paid promptly. Please be aware that if you make a payment towards the end of a week it may not appear on your rent account until the following week, which means your account will be in arrears.

Remember: If payments are made monthly, they should be paid a month in advance.

If you do owe a small balance then please make every effort to clear it as soon as possible – just

think how good it feels knowing your home is secure!

Introductory / Starter Tenants may be affected more as outstanding rent arrears can affect their tenancy and could jeopardise them becoming a secure / assured tenant.

A number of tenants lost their homes through eviction last year as a result of non-payment or reduced payment of rent – don’t become one of them!

If you would like to talk to us or you are struggling to make payments, require assistance or would like to pay your rent by direct debit please contact us at rents@durhamcityhomes.co.uk.

RentProblematic low level arrears

You may be surprised tolearn that nearly two thirds of the outstandingarrears are owed by those who either regularly miss upto 2 weeks rent or make payments that fall short ofthe rent due.

The illegal trade in tobacco is considered by some as a victimless crime. However, the reality is the trade is linked to organised crime and contributes to an underground economy worth hundreds of millions of pounds.

tenantmatters20

Smoking remains the major cause of premature death and disease killing over 100,000 people in the UK each year. Smokers start as children with two thirds of smokers starting before they are 18 years old. The average age to start smoking in the North East is 15. Research shows that every year 340,000 children in the UK are tempted to try smoking.

In Durham we know that the rate of smoking among young people is above the national average, in particular among young women and that every year the Tobacco Industry needs to recruit 800 new

smokers in Durham to replace those that quit or die – the vast majority of these will be our young people.

The Government policy of keeping the price of tobacco high in the UK is known to encourage smokers to stop and young people not to start.

Durham City Council Consumer Protection Officers are aware that some sales of illegal tobacco are made from residential properties, commonly known as ‘tab houses’ or ‘fag houses’.

Be aware ofcheap tobacco!

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tenantmatters 21

1. CounterfeitIllegally manufactured tobacco products. These are often made abroad and are sold cheaply and tax-free. Counterfeit products are produced from inferior materials and have not been regulated. Some have been found to contain rat droppings, insects, arsenic and sawdust. Commonly counterfeited brands found in Durham include Mayfair, Superkings and Embassy Regal.

2. SmuggledGenerally legitimately manufactured tobacco products which have evaded payment of tax by being illegally transported, distributed and sold. Commonly known as ‘cheap whites’ and include brands such as Jin Ling,L & M and Brass.

3. BootleggedTobacco products which are purchased in a country with alow level of taxation and illegally brought into the UK, evading payment of UK tax.

Illegal tobacco falls into three categories:

If you suspect anyone is involved in illegal sales of tobacco, you can report this anonymously to Durham County Council on 03000 261 016 or via Crimestoppers on 0800 555 111. You can also report via our Illegal Tobacco Reporting email tobacco@durham.gov.uk

How to recogniseillegal tobacco

• The price! Generally illegal tobacco will be roughly half the price.• ‘UK Duty Paid’ must be written on all packets of tobacco sold in the UK.• Written and graphic pictorial health warnings must be on all the packets.• Foreign labelled tobacco must not be sold in the UK.

Other facts aboutillegal tobacco

• 1 in 6 cigarettes smoked is thought to be illegal.• People on the lowest incomes are often targeted with illegal supplies.• It is illegal to sell any tobacco products to anyone under the age of 18.

tenantmatters22

John Grantham andJohn Kelley are joint Chairs of Durham City Homes Tenants Panel.

Along with other tenant colleagues they have made a real difference to service delivery at Durham City Homes.

Tenants panel

They feel that:

• the tenant voice is welcomed and important to the team at Durham City Homes

• tenants’ views are listened to and have influenced how Durham City Homes services are developed and delivered

• they are part of the team at Durham City Homes

• they have gained a good insight into how our services are delivered by being an involved tenant at Durham City HomesFollow us on:

facebook.com/DurhamCityHomestwitter.com/DurhamCityHomes

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The Tenants Panel meets every six weeks and is made up of a diverse group of people, who have:

• moved forward with a strong, positive presence, and ensured that their input is recognised and valued at Durham City Homes• worked to ensure we deliver our customer promises • agreed a number of improvements to key services for tenants across the district • agreed a decoration scheme

For Durham City Homes to develop we need to fully understand the needs and aspirations of our tenants and by being an involved tenant you can help us achieve this.

Are you interested and enthusiastic about making a real difference? Call our Involvement Team using our details on page 3 or email us at: involve@durhamcityhomes.co.uk

tenantmatters 23

tenantmatters24

Garden CompetitionwinnersIn the last newsletter we gave you a sneak preview of the finalists in our Garden Competition. The winners were announced at the Durham in Bloom ceremony in October with Simon Bartlett, Manager, Durham City Homes handing out the prizes to our green fingered tenants.

Mabel Taylor / June Corker

Best Floral Containers

tenantmatters 25

durhamcity

Callum Luke Ryan / Connor Liam Ryan /Logan Lewis Winter and Sandra Barwick

Best Back Garden / Patio

The Embleton BrothersMr. and Mrs. Cockbain

Best Garden

tenantmatters

All word search entries should be submitted by 30th April, to the Involvement Team, Lumley House, Whitfield Court, St Johns Road, Meadowfield, DH7 8XL.

Word Search

Your detailsName .......................................................................................................................................Address ....................................................................................................................................Telephone number ...................................................................................................................Email ........................................................................................................................................

acceptanceconductintegrityrespecttrustworthiness

accountabilityconfidencekindnessresponsibilitybehaviour

dependabilitymannersdisciplinecitizenshipdetermination

patiencesportsmanshipcompassionfriendlinessperseverance

tolerancecourtesyhonestyreliabilitytruthfulness

The winner of the Autumn word search was:Christine Teggart of Brandon, congratulations!

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tenantmatters 27

durhamcity

Information produced byDurham City Homes, Lumley House, Whitfield Court, St Johns Road, Meadowfield, Durham, DH7 8XL

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Durham City Homes Limited (Registered number 7046) is a charity and a Community Benefit Society. HCA registration no. 4806. Registered Office: Lumley House, Whitfield Court, St Johns Road, Meadowfield Industrial Estate, Durham, DH7 8XL