tenants update june 2013

June 2013

NEWS AND INFORMATION FOR TENANTS AND LEASEHOLDERS OF WOLVERHAMPTON HOMES

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If you require this information in an other language or format, contact uson 01902 556789.

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Board meetingsMonday 8 July, 9.30am Monday 16 Sep (Annual General Meeting), 9.30am

Get TogethersBilston: Thursday 13 June at Hilton Hall Community Centre: 6-8pmMerry Hill: Tuesday 18 June at St Joseph’s Church Hall: 3-5pmLow Hill: Thursday 20 June at Low Hill Community Centre: 6-8pmWednesfield: Thursday 27 June at Corpus Christi Social Centre: 6-8pmThe next dates are 12 – 26 September so keep an eye on our website for details.

Rent Review Consultations:Low Hill: Tuesday 19 November at Low Hill Community Centre from 1-2.30pmMerry Hill: Wednesday 20 November at Merry Hill Office from 10-11.30amCentral: Wednesday 20 November at Market Street Shop from 6-7.30pmBilston: Monday 25 November at St Chads Church Hall from 6-7.30pmWednesfield: Thursday 28 November at Pickering Road Community Centre from 2.30-4pm

2 Tenants Update June 2013

I hope you like our new Tenants Update! You told us that you didn’t like the paper it was printed on so we’ve changed it and the good news is that this

new paper doesn’t cost any more.It’s environmentally friendly too. The paper is from sustainable sources and the ink is vegetable based so no nasty chemicals.

So what have we got in this issue? On page 3 there’s a lot of good news about the future! Find out how you can win a tablet computer on page 8 and there are more prizes on offer on page 10 in our brand new ‘Pride in Your Community’ Competition. Please let us know what you think, send in the feedback slip or get in touch. The contact details are below.

Ann Ramsbottom, editor, Tenants Update.

Welcometo the June issue of Tenants Update.

Contact usCall us on 01902 556789

www.wolverhamptonhomes.org.uk

www.twitter.com/WolvesHomes

www.facebook.com/WolvesHomes

Dia

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Front cover photo:Thanks to Sue Roberts, Kelly Pearce, Jamie Waterfield, Natalie Davies, Roseann Campbell and Melissa Pearce for appearing on the front cover.

June 2013 Tenants Update 3

The future

The new 15 year agreement to look after your homes means we can make long term plans to make more improvements.We have started a new partnership with Bullock Construction and Wates to finish the last two years of the Decent Homes programme and carry out more improvements to your homes and estates.

We have joined forces with Wolverhampton City Council to bring you a city wide team tackling anti-social behaviour.The new team will tackle any anti-social behaviour across the city, for tenants, leaseholders, private householders and city centre shoppers. By having one team, we can provide the same service to all.

If you need to report anti-social behaviour call 01902 551188.

New anti-social behaviour team Helping to keep Wolverhampton safe

In the last issue we asked for your feedback on the new agreement and the Council were happy with what you told them.

This means that we can finish the work we’ve started to improve your homes and provide you with the services you want.

Sue Roberts, our Chair and a tenant in the city for more than 40 years said:

“I’m proud of my home city and I’m proud that since 2005 we’ve been able to improve the living standards of thousands of local families and we’ve done that whilst still offering good value for council tenants. We’ve come a long way and we’re all looking forward to the next 15 years.”

“We’ve still got a few thousand more homes to improve and we’re as committed as ever to providing the best service we possibly can to tenants and leaseholders. With the council announcing its plans to build new council houses in the city for the first time in a generation too, this is a really exciting time for everyone.”

Great news – we are excited to tell you that Council bosses in the city have agreed to extend our partnership for another fifteen years.

Looking after your homes for 15 more years

your homesImproving

Lucia Makano is over the moon with the look and feel of her improved home.

Looking for work but not getting anywhere? LEAP can help.


“I spent many years raising my children and didn’t get any qualifications at school, because of this I had never worked. The fact that I had never worked made me feel unworthy of employment and my confidence was at rock bottom.

“Wolverhampton Homes have welcomed me into their company, taught me so much in such a little time, they have treated me as an equal and someone worth employing.”

SAWYERMichelle from Bilston, is an apprentice Administrative Assistant:

Fifteen people have now been taken on as apprentices since LEAP started and five have gone on to get a full time job with us or our partners.

Who can join?

• LEAP is open to Council tenants and their immediate family who live with them, plus leaseholders who live in the purchased property.

• There are no age limits

• All we ask is that you are committed, enthusiastic, reliable and trustworthy.

(The minimum qualification for the work experience placement is a Level 1 (GSCE grade D) in Literacy and Numeracy. But we can support you to get these qualifications through the pre-employment programme.)

Interested?

Give us a call on 01902 556789 or email [email protected]. We’ll invite you to a taster session so you can find out more. www.wolverhamptonhomes.org.uk/leap

LEAP is our Learning, Employment and Achievement Programme. It offers training in CV writing, interview skills, followed by an eight-week work experience programme and, if successful, you could be considered for a 12 month apprenticeship.

Our LEAP apprenticeships offer fair pay with a contract of employment and high quality training. To prove this we have signed a Charter for Apprenticeships with The Trade Union Council.

LEAP

Michelle, her son and her partner have started apprenticeships through LEAP.

A Chat with the Grounds Maintenance Team

In this issue, tenant Denis Briody, from Compton, chats to Matthew Pickerill, from Wolverhampton Homes and Paul Duffy from Continental Landscapes to find out more about the grounds maintenance service.

Not only is Denis a tenant, but he joined LEAP (see page 4) to help him get back into work. He had been unemployed for two years so joined LEAP and started a work placement with Continental Landscapes. After successfully completing a full training programme, Denis hit the ground running and hasn’t looked back”.

Denis: What services do you provide?

Paul: We provide a range of services. The grounds maintenance programme includes fortnightly grass cutting of communal areas, looking after the shrub beds and clearing the concrete surfaces. We also look after the trees, we have surveyed all the trees and

have a five year programme to cover the maintenance of them. We visit garage areas every two months and keep them clean and clear the weeds. We clear the gardens of empty properties so that they’re in a good condition for new tenants to move in. In the winter, we carry out improvements to areas highlighted by tenants.

Denis: Why don’t you collect the grass cuttings when you mow the lawns?

Matthew: We do it this way as it has a lot of environmental and cost benefits. It means that we don’t need to transport the cuttings to the tip so this cuts down on petrol costs and emissions. It also means that the cuttings can put back nutrients into the ground as they decompose. The cuttings are left on site but the paths and walkways will be left clear.

Denis: What is the Tidy Garden Service?Paul: It’s a gardening service that tenants and leaseholders

can pay for if they can’t manage their own garden. They pay £7.75 per week over 50 weeks and we tailor the service to each tenant and their garden so that they can choose the work we do. We also offer a tree service, so we can quote for work to trees that tenants are responsible for looking after.

Denis: I think the Tidy Garden Service is a great help and a great price. Most gardeners would charge that just to cut the lawn.


Find out when Continental Landscapes will be near you at: www.continental-landscapes.co.uk/ websites/ wolverhampton/

Walter Easton from Lanesfield won £100 for having his gas

boiler serviced. Anyone who keps their first appointment for gas servicing and returns the freepost card is entered into our prize draw. So make sure you keep your appointment and you could be our next winner. A regularly serviced boiler is safe and more efficient!

Grounds Maintenance

A Cheque for a Check

Tenant Denis Briody chats to our grounds maintenance team.


Universal Credit is a new benefit that will replace 6 existing benefits with a single monthly payment if you’re out of work or on a low income. Universal Credit will replace:

• Income-based Jobseeker’s Allowance

• Income-related Employment and Support Allowance

• Income Support

• Working Tax Credit

• Child Tax Credit

• Housing Benefit

Why is it different?

• You’ll receive one monthly payment, paid into your bank account.

• You’ll apply online and manage your claim through an online account.

• Support with rent will go direct to you as part of your monthly payment so you will need to budget and pay your rent from your Universal Credit.

When does it start?

It will start for new and renewing claimants from October 2013 with everyone transferred to it by the end of 2017.

You asked:

The rent is due weekly but Universal Credit is paid monthly, what can I do?

We said:

You will need to make sure your rent is paid up to date so you’ll need to make sure you budget and either pay in advance each month or speak to your estate manager and make an arrangement to pay it each week.

Benefit changes are you ready?Universal Credit – coming soon

A new type of bank account is coming to Wolverhampton this autumn.The ‘Jam Jar’ Budgeting Account is being introduced by Wolverhampton City Credit Union to help you budget and pay your bills on time, after the introduction of Universal Credit.The great thing about a Jam Jar account is the money-managing feature. The account is divided into ‘pots’ or ‘jars’ containing money. One pot could be for rent, one for each of your bills, one for spending and perhaps another for savings. You decide how much money goes into each by working out how much you need for your rent and bills and how much is left over.Matt Goulding from Wolverhampton City Credit Union says: “Many people have told us that they are worried about Universal Credit, and how they will be able to manage a monthly budget and make sure they are able to pay their rent and other bills on time. Our Jam Jar account will help with this and you will know exactly how much money you have to spend once the essential items have been paid.”

‘Jam Jar’ Budgeting Accounts

Money Smart

Need advice

Get in touch our Money

Smart Team on

01902 556789 or on their

Facebook page “Wolves

Homes Money

Smart Team”.

Find out more at www.wccul.co.uk or phone 01902 572340


Wolverhampton City Credit Union and Co-operative Electrical can help with their exclusive offers.

They offer competitive prices, and most orders are delivered within 48 hours, they’ll even take away your old model free of charge when you buy any major kitchen appliance.

Price Match

The Co-operative Electrical are so confident about their pricing they will even price match against Currys and Argos in the unlikely event you find the item cheaper

How does it work?

You can make your purchase either with:

• a debit or credit card

• use your Credit Union savings

• Or apply for an affordable loan from the Credit Union

Find out more at www.wccul.co.uk or phone 01902 572340.

Washing machine broken? Need a new cooker for your new home?

We joined up with the England Illegal Money Lending Team to help crackdown on loan sharks in Wolverhampton. Loan sharks are illegal moneylenders who often charge very high interest rates.

Glenda the Lender and our Money Smart Team were out across the city encouraging anyone who has been affected by loan sharks to speak out.

If you spot a loan shark, or have borrowed money from one, you can report them anonymously.

[email protected]: 0300 555 2222 Available 24 hours Text LOAN SHARK and the lender’s details to 60003

loan shark aboutWatch out there’s a

Congratulations to George who took part in our loan sharks competition and guessed the number of sharks in the jar. He not only won the sweets but also £50 deposited into a Credit Union Account.

in a jar winner

Sharks

Lee Mason of Parkfields won the April Quarterly Prize Draw just for having a clear rent account. He won £75 Asda shopping vouchers.

Win with a clear rent account

Money Smart

Our chair Sue Roberts and Cllr Peter Bilson support the Loan Sharks campaign.

Lisa Summers from WCCUL and Heather Leary from our Money Smart team.


Do it online

Win with

Do It

Online*

Do it OnlineDon’t stand in line

We want to make it easy for you to access our services 24/7 – whenever and wherever is convenient for you. You can do this through our “Do it Online” service. It’s easy and safe to use.

Check your:

• Repairs

• Rent

• Contents insurance

• Contact details

And:

• Pay your rent

• Report repairs

• Update your details

Scan me to sign up or visit

www.wolverhamptonhomes.org.uk/do-it-online

*Sign up and use your Do it Online account and you will be entered into our monthly Prize Draw to win a 7 inch tablet.

Text reminders You asked for more information about when your repairs are carried out. So we are going to send you text reminders to your mobile about your repair appointments.

When you report a repair we’ll send you a confirmation text with the date and time of the appointment. We’ll also send you two reminders, one the day before and one when the operative is on the way to your home.

Please make sure we’ve got your current mobile phone number. Sign up to Do It Online and update your details.

COMING SOON3G

4:08 PM4:08 PM

Text

reminders

COMING SOON

HERE TO HELP

WH

s


Web Wizards

If you need any help with using the internet, come and see our web wizards.They are at our One Stop Shops each month to provide help and support.

• Merry Hill 1st Wednesday of the month• Market St 1st Monday of the month• Bilston 2nd Monday of the month• Lowhill 3rd Monday of the month• Wednesfield 4th Monday of the month

So far they’ve helped people to register for their Do It Online account, shown people how to bid for homes on ‘Homes in the City’, shown people how to pay their rent and Council Tax online and how to log their repairs.

Richard is one of our Web Wizards, he said: “We found a lot of people who have got access to the internet but were queuing up to pay their rent or to report repairs. They didn’t realise they can do these things from home on their computer or smart phone.”

Melocinth Warner from Heath Town came to one of the Web Wizards’ drop in sessions, she said:

“The Web Wizards were really helpful. They set up my laptop so I can use the internet and helped me set up on email. They also showed me how to download music. I’m so pleased that I dropped by to see the wizards, I’m finding a whole new world online.”

WH

s

Need a Wizard?There are loads of ways you can get in touch:• Drop in and see them at any of their sessions (see dates above)• Email [email protected] • Visit their Facebook page facebook.com/WolverhamptonHomesComputerWizards• Tweet them: @WH_WebWizards

Getting involved

Jenny Harris on Facebook said: I would just like to say a great big thank you to all the tenant participation advisors at the Heath Town office who are so friendly and helpful. They work very hard for their community and deserve to be mentioned thank you all so much everyone.We said: Thank you very much for the compliment. We’re really pleased to hear that you are happy with the service the tenant engagement team provide. They do work really hard and they are so enthusiastic.


Pride in your Community

Show off your flair

Your feedback:

Contact the tenant

engagement team

on 01902 556789

or on Facebook

‘Wolverhampton

Homes Tenant

Engagement’

Do you have a craft, talent, hobby or skill that you’d like to show to the City?We are holding our second Flair Fair exhibition to show off your talent and skills.

Come along to the Wulfrun Hall in October and display your work or skill.

Even if you haven’t got a talent to showcase, you might like to help out on the day and see your neighbours’ skills for yourself.

We’d love to hear from you contact Louise or Evelyn on 01902 554718 by September.

We have launched a brand new competition for you. The Pride in Your Community competition takes the place of our garden competition and has brand new categories and brilliant prizes.

Best kept street and most improving street - if your street is litter free and tidy you could be the winner.

The Good Neighbour award - for someone who has made an outstanding contribution to a neighbour or a neighbourhood .

The competition for gardeners has three categories: best garden, best hanging basket and best communal garden. Judging will be in July/August.

Contact the tenant engagement team on the number above.


Review Panel

Want to find out more about the Review Panel? They now have their Facebook page.The Review Panel has eleven tenant members and two leaseholder members who:

• make sure that we keep our promises to you

• look at how we perform

• ensure that you are fully considered when we make decisions about services.

Check them out on facebook – search for ‘Wolverhampton Homes’ Scrutiny View’

Wolverhampton Federation of Tenants Associations is a voluntary organisation representing the interests of all social housing tenants within the City.

They work with organisations to ensure that tenants have a say and actively influence the services they receive.

They can offer you advice and support they will also promote your interests and views.

Want to know more about us or would like to become a member?

Then contact Lal or Lorraine:

• Phone 01902 556816

• email [email protected], or

• Website www.wfta.org.uk

• Or find them on Facebook

Review Panel

WFTA – representing you

Lanesfield Tenants and Residents Association are looking for a new chairperson and a treasurer.

Could you help? This is a chance to have a real say about Lanesfield and have a positive impact on the area. They meet on the second Monday of the monthly at Hilton Hall Community Centre.

If you can help, contact us on 01902 556789.

Coming soon – a brand new mutual exchange website for the Midlands.

Keep an eye on our website and facebook page for more details.

Live in Lanesfield? Get in touch

Let’s Swap


Save water

Save water, energy and money by shrinking your water footprintDo you have a big wet footprint? You probably already know about reducing your carbon footprint – now Water Saving Week (1st – 7th July) is asking you to make sure you’re not leaving a big wet footprint by using too much water.

It’s not just a waste of water, it wastes energy too. Huge amounts of energy are used to purify our water, distribute it, heat it in our homes, and treat it once it disappears down the plughole.

How much do we use?No-one deliberately wastes water, but even simple everyday household tasks may use more than you think.

• Taps – a running tap uses six litres of water per minute

• Toilets – older toilets use as much as 14 litres of water per flush

• Baths – a bath typically uses around 80 litres of water

• Washing up – rinsing off dishes under a running tap typically uses 150 litres, while a modern dishwasher can use as little as 15 litres of water per cycle

• Hosepipes – a garden hosepipe or sprinkler uses up to 1,000 litres per hour

• Hot water – up to 25% of the energy used at home is for heating water

Installing a water meter could save you water and money by monitoring how much you use. Prevent taps from leaking by turning taps off properly.

Make sure you and everyone in your house know where your stop tap is. This could save gallons of water and damage to your home if a pipe were to burst. It’s usually either under the sink, in the hall, bathroom, or garage. Test it to make sure you can turn it on and off.

For more tips and to get free water saving equipment visit www.wolverhamptonhomes.org.uk/energy-management or contact our climate change team on 01902 556789.

Top tips for saving water

Find our Energy Wise page on facebook.


Q&A

Q&A Wolverhampton Homeswith

If you have a question you’d like answered please get in touch.

Email [email protected],

call 01902 556789 or post it on our Facebook page

or send in the reply slip on page 16.

Karen Ellam from All Saints said:

Wolverhampton Homes

Mrs Walker from Whitmore Reans said:

Q. Trees are an issue, I did not plant them, why should I deal with them?

Wolverhampton Homes

A. We will only maintain trees in tenants’ gardens if the tree is diseased or is causing a major safety issue. This is set out in your tenancy agreement.

We do offer a tree maintenance service through our grounds maintenance partner, Continental Landscapes. They will survey your tree and give you a quote. The work is then charged to you and collected by Direct Debit over a maximum of two years.

Anyone who is interested in this service can find out more on our website or ask for a copy of our Tree Maintenance Service Leaflet.

Q. I was phoned by someone on the Money Smart Team, asking loads of questions about my bungalow and my rent account. I didn’t know this person, no help to me at all. I’ve still got to pay bedroom tax.

A. I’m sorry you feel this way. We feel it’s very important that everyone knows about the changes to benefits and we are trying to help anyone who now needs to pay more towards their rent. Our Money Smart team are contacting anyone affected so that they can offer advice and support.

They will never ask for any bank account details, so please never give this information out over the phone. Anyone who is worried about this can phone them back to make sure they are who they say they are.

Jade Hewitt on Facebook asked:

Q. What bulbs are fitted in the bathroom lights as mine has gone?

A. The bulbs are usually 16 Watt two pin low energy bulbs but some are four pin bulbs.

Wolverhampton Homes

The best way to check is to remove the bulb from the fitting and take a quick look. We have a ‘How to change your bathroom lightbulb video on our Youtube channel which could help you.

You can buy them from any DIY shop or from Travis Perkins Wolverhampton in Neachells Lane, Willenhall.

Save water,

Top tips for saving water


Performance

WHAT YOU SAY ABOUT OUR SERVICESThank you if you filled in the 2012 Tenants’ Satisfaction (STAR) Survey. The surveys were sent out to a random sample of over 2,900 tenants. The results are in and we’re pleased that most of you are happy with our services. Here’s a quick summary of what you told us.

RepairsWe know you want your repairs to be completed quickly and in one visit.Almost eight of ten of you (77%) are satisfied with the way we deal with your repairs and maintenance.This is the same as last year.

Keeping you informedWe like to keep you informed about our services through printed letters and newsletters, our website and on Facebook, Twitter and YouTube.

Almost eight out ten (77%) of you feel that we are good at keeping you informed.

This is 2% lower than last year.

What’s next?We’ve scored eight out of ten for most areas which is pretty good but we have dropped a bit in some areas. We want to do better, so we’re going to work with you to see how we can improve.If you’d like to be involved contact the tenant engagement team on 01902 556789.

Your NeighbourhoodWe want your neighbourhood to be a great place to live.

Eight out of ten (81%) of you are satisfied with your neighbourhood as a place to live.

This has improved by 1% since last year.

Overall serviceWe want to provide you with excellent services and good quality housing, which fit your needs and choices where possible.

Over eight out of ten (85%) of you are satisfied with our overall service.

This has dropped slightly by 1% since last year.

Condition of your homeWe want you to live in a high quality home.

Eight out of ten (80%) of you are satisfied with the overall condition of your home.

This is just 1% lower than last year.

Quality of your homeEight out of ten (82%) of you are satisfied with the overall quality of your home.

This has dropped by 3% since last year. Value for

MoneyWe want to make sure we spend money wisely and you get a good deal for your rent and service charges.

Seven out of ten (75%) of you are satisfied that your rent gives value for money.

This is 3% lower than last year.

Listening to youWe want you to have a say and be involved in the services we provide.

Almost seven out of ten (65%) of you are satisfied that we listen to your views and act on them.

This is lower than last year by 4%.


Here’s a round up of how we did last year (April 2012-March 2013)

Anti-social BehaviourWe take cases of anti-social behaviour (asb) very seriously.

85% of people affected were very or fairly satisfied with the way their asb complaint was dealt with. This met our 80% target.

82% were very or fairly satisfied with the outcome of their asb complaint. This also met our target of 75%.

Empty properties and lettingsThe average time to relet our empty properties was down to 17 days which meets our 18 day target.

Rent lost due to unlet properties was 1.64%, which hasn’t changed since last time. This is above our 1.3% target and is mainly due to the redevelopment of some high rise blocks.

Performance

HOW ARE WE DOING?

RentsIt’s important that you pay your rent on time and don’t fall into arrears. If that happens, we act quickly to make sure you get the help and advice you need.

We met our target and collected 98.25% of the rent due and the percentage of tenants owing over seven weeks rent was slightly over our 1.75% target (by 0.01%).

So thank you to all of you who pay your rent on time.

We now have 29.37% of tenants paying by Direct Debit - our preferred method of payment. This was slightly under our 30% target.

This payment option is less expensive for us and makes paying your rent easier by not having to wait in queues. Contact 0800 408 0440 to set up your Direct Debit.

Repairs98.74% of repairs were completed in time. This is slightly below our target of 99%, and is due to a small number of jobs being completed just outside of their timescale.

89.9% of appointments were kept, which is much lower than our 96% target. It would help us if you could make sure that you keep your appointments. To help you we are going to send appointment reminders to your mobile.

The number of homes with a valid gas certificate is 99.98%. This is comfortably above our 99.6% target.

Decent HomesWe modernised 1,681 homes, beating our 1,670 target.

83.10% of homes were completed within the 20 day timescale which is below our 96% target.

Local employment and training is very important to us. 32% of employees on the project live within the city boundaries, which is above our 30% target.

17% of employees on the project are trainees, which is well above our 10% target.

Customer CareHomes Direct answered 63.9% of your calls in 30 seconds. Our answering time has improved over the last three months but overall we have missed our 75% target for the year. Our average call answer time to date is 53 seconds.

The number of calls abandoned has dropped in the last three months but our end of year figure is above our 5% target at 6.3%.

95.98% of your complaints have been dealt with inside our timescales and this is comfortably within our 95% target.


How satisfied are you with this newsletter?Very satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Very Dissatisfied

Return to: Communications, Wolverhampton Homes, Chillington Fields Industrial Estate, Off Hickman Avenue, Wolverhampton, WV1 2BY.

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Your FeedbackTell us what you think about any of our services and you could be included in the next Tenants Update. We welcome all feedback – good or bad.

Quiz time Complete our quiz to win up to £100* in a Credit Union account. Find the answers in this issue. (*£50 will be paid into a Wolverhampton City Credit Union account, another £50 will be paid in 6 months later.)

1. What number do you call to report anti-social behaviour?

2. Who are the new contractors for the Decent Homes project?

3. When does Universal Credit start?

4. Who is offering a good deal on electrical goods?

5. What are we going to remind you about with our new text reminders?Closing date 1 July 2013. Last issue’s winner Mike Nicklin from Bilston.

Colouring CompetitionThere are two prizes up for grabs, one for under 5s and one for 5-10 year olds. You could win £20 in a First Savers Credit Union account.Last issue’s winner Leilani Palmer from Tettenhall. (There were no entries from the under 5s)Name:Age:Please fill in your address details below.

$

tenants update june 2013

Documents

new tenants update

new team

low hill community centre

community page

new antisocial behaviour

new agreement

issue of tenants update

new partnership