issue 16-customer_news_spring2009

Stockportat homeStockport Homes’ Customer Newsletter Issue 16: Spring 2009

Are the contentsof your homeinsured?page 6

Do you want to beinvolved at the heart ofStockport Homes?page 11

HousingSupportPointpage 30

Have you got green fingers? For details of how to enter the2009 Gardening Competition, please see pages 16-17.

2

Useful telephone numbersStockport Homes' contacts

Anti-Social 0845 833 4444Behaviour24hr hotline

Carecall 0161 218 1655

Customer 0161 474 2600Feedback

Customer Finance 0845 129 7010AutomatedPayment Line

Customer 0161 474 2862Involvement Team

Housing Support 0161 474 3788Assistant

Housing Options Team 0161 474 4237

Housing Support Point 0161 474 3719

Investment Programme 0161 474 4407Hotline

Leasehold Officer 0161 218 1364

Repairs 0845 644 4304

Resettlement Team 0161 474 3772

East Area

Customer Finance Team 0161 474 2677

Housing Office 0161 474 4372

West Area

Customer Finance Team 0161 474 2668

Housing Office 0161 474 4371

Stockport Council’s contacts

Contact Centre 0845 833 4444

Environmental Services 0845 833 4444

Play Development Team 0161 474 3093

Neighbourhood Policing Teams

Stockport Central 0161 856 5902

Stockport North 0161 856 9786

Stockport East 0161 856 9973

Stockport West 0161 856 9770

Other useful contacts

Citizens Advice Bureau 0844 826 9800(Stockport)

Credit Union (Stockport) 0161 430 5808

Crimestoppers 0800 555 111

Furniture Station 0161 456 0717

GM Procure 0161 968 0377

Greater Manchester 0161 872 5050Police

Groundwork 0161 237 3200

National Grid 0800 111 999Gas Emergency number

Samaritans 08457 909090

St. Ann's Hospice 0161 445 7990

The Wesley Community 0161 226 9051Furniture Project or 0161 226 4266

Stockport at home - Spring 2009 Issue 16 www.stockporthomes.org

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3Stockport at home - Spring 2009 Issue 16www.stockporthomes.org

Customer news

Bridgehall winter

fun day

Do you have any ideasfor articles?

Or suggestions for howto improve thisnewsletter?

If you do, you could become a memberof our Customer Newsletter EditorialTeam.

As a member of the team you get a sneakpreview of the next issue, which you will readthrough to make sure it is easy-to-read andunderstand. All comments from the team aretaken on board and amended (where possible).You can also put forward suggestions forarticles to include in future issues.

The Editorial Team meets every quarter todiscuss the next issue of Stockport at home.If you are unable to attend meetings, we canpost a copy to you and take your commentsover the phone or by email.

To become a member of the Editorial Team,please contact Nicola Mileham, Marketing andCommunications Officer on 0161 474 3768 oremail [email protected]

On Sunday 14 December 2008 StockportHomes took part in the Bridgehall winterfun day. The fun day took place in andoutside the Community Centre.

Stalls were held by Stockport Homes,Neighbourhood Renewal from the Council, alocal church, and other volunteers. Performanceswere put on by a local brass band, a magician,a local choir and street dancers from aWythenshawe group.

Throughout the day Stockport Homes gave outpens, pencils, frisbees and yoyos and ran apicture competition for children entitled ‘Yourhome at Christmas’.

The pictures were judged and two prizes wereawarded for the first place winner and therunner-up (see winners pictured below).

Paige won the first prize of £25 of highstreet vouchers

Bethany won the runner-up prize of £20of high street vouchers.

Doorstep sellingIn the last issue of Stockport at home, therewas an article on doorstep selling. The articlecaused some confusion about the changes. Toclarify, the new regulations introduced on 1October 2008 cover contracts that are madeduring both solicited and unsolicited visitsby traders.

For more information about doorstep sellinglegislation, please visit www.berr.gov.uk or callConsumer Direct on 08454 040506.

Stockport at home - Spring 2009 Issue 16 www.stockporthomes.org4

Customer news

Stockport Homes works closely with otherpartner agencies, which includes theGreater Manchester Fire Service. Theyhave advised us on our procedures inrelation to fire safety and given our stafftraining on fire evacuation procedures.

In the multi-storey blocks Caretakers carry outdaily fire safety checks. Neighbourhood HousingOfficers responsible for multi-storey blocks alsodo monthly checks for fire safety purposes.Low rise blocks have fire safety checks carriedout by the responsible Neighbourhood HousingOfficer at least once every three months.

Sheltered Schemes areinspected weekly by theSheltered Scheme Managerand every month by theNeighbourhood HousingOfficer.

The Fire Safety Policy makesclear which items will not beallowed in communal areas,

this includes anything that is flammable, thatcould cause an obstruction or a trip hazard.If this affects you, you will have already beeninformed by your Neighbourhood Housing Officer.

The policy has been written in the interests ofhealth and safety for customers and is in place toprotect you in the event of a fire.

For more information, please contact your AreaHousing Office (see contact details on page 2).If you are worried about fire safety in your homeor you would like a free Home Fire RiskAssessment, please contact Stockport FireService on 0161 608 5426.

In Case ofEmergency (ICE)We all carry our mobile phones with names and numbers stored intheir memory but nobody, other than ourselves, knows which ofthese numbers belong to our closest family or friends. If we were tobe involved in an accident or were taken ill, the people attending uswould have our mobile phone but wouldn't know who to call.

All you need to do is store the number of a contact person orpersons who should be contacted during an emergency under thename ICE.

Fire safety


Customer Finance news

From 6 April 2009, Stockport Homes willcollect water charges on behalf of UnitedUtilities as part of your rent.

The decision to collect water charges as part ofyour rent was made by Stockport Council andrecommended by Stockport Homes followingextensive consultation at the end of 2008 whichwas supported by the majority of customers whoresponded.

As part of the arrangement, Stockport Homesnegotiated an annual discount of £10 forall customers, which means that by payingyour water charges to us, you will pay £10 lessthan if United Utilities had continued to collectwater charges directly.

You can also receive a further £10 annualdiscount by arranging to pay your rent (includingwater charges) by Direct Debit.

You will have been informed of your weekly watercharges, which are still calculated by UnitedUtilities and regulated by OFWAT, on your rentincrease notification which was sent to you at thebeginning of March 2009.

If you pay full rent or receive partial HousingBenefit, the amount of rent you are required topay has simply increased to include the watercharges. You can continue using your existingmethod of payment or alternatively set up aDirect Debit in order to receive your £10 annualdiscount.

If you receive full Housing Benefit and werepreviously not required to pay any rent, youwill now have your water charges to pay andshould have made arrangements to do so.

There are a number of payment methodsavailable including:• by swipe card at any Post Office, PayPoint orPayzone;

• by Direct Debit;• by telephone using a Debit or Credit card; and• online using a Debit or Credit card.

To discuss the payment of your rent and watercharges or to set up a Direct Debit, pleasecontact the Customer Finance Team using thenumbers below:

East Area(including Brinnington and Dialstone)0161 474 2677

West Area(including Adswood, Cheadle Heath and theHeatons / Reddish)0161 474 2668

If you are struggling to pay your rent or watercharges for any reason, you can call the abovenumbers for advice and assistance. StockportHomes is aiming to do more work to assistcustomers to reduce the amount of watercharges paid by looking at the installation ofwater meters or where this is not possible byAssessed Volume Charge (AVC). More detailsabout this will follow in the near future.

Collection of waterchargeswith rent


Customer Finance news

Home ContentsInsurance SchemeStockport Homes does not automaticallyinsure your furniture, decoration andbelongings against theft, fire, vandalism orwater bursts. Unfortunately many peopleonly realise this after the damage hasbeen done.

We strongly advise you to take outhousehold contents insurance. You canget home contents insurance for aslittle as £1.74 per week. StockportHomes in conjunction with NorwichUnion operates a special Home ContentsInsurance Scheme. The scheme isavailable to all tenants and leaseholders.

The scheme offers:

• weekly payment facilities;

• insurance for your furniture, TV, clothing,carpets and electrical goods;

• insurance against fire, theft, vandalism andwater damage;

• “New-for-Old” insurance;

• special low minimum sums insured;

• accidental damage cover; and

• no excess to pay on claims.

If you are interested in joining this scheme,please call the Customer Finance Team on0161 474 2820 to request an application pack,which you will need to complete and either handit in at your Area Housing Office or post it to:

Customer Finance TeamStockport Homes, 1 St. Peter’s SquareStockport SK1 1NZ

If you require any advice or assistance please callthe Customer Finance Team on0161 474 2820. A prize draw for all customers inthe Home Contents Insurance Scheme was heldin December 2008. Mr Yates fromBrinnington won £500 of shoppingvouchers (pictured below).

April Higson, Director of Housing Managementpresenting Mr Yates with his vouchers

Housing Minister MargaretBeckett has recently announcednew support to help councils cuttheir planned rent increases fortenants in the current economic

climate. Stockport Council are currentlyinvestigating how this will affect the rents forStockport Homes tenants. You will be receiving aletter from Stockport Homes’ Customer FinanceTeam in the next few weeks to explain how thiswill affect the rent that you will pay.

7www.stockporthomes.org

Keep your rent accountclear and you couldwin a cash prize

Do you use Stockport Homes’website? Would you like to beinvolved in improving the website?If so, why not join our WebsiteRe-Design Project Group.

The group is made up of Stockport Homes’ staff,customers and Board Members. The group willbe looking at how we can improve the look andcontent of the website and how we can make iteasier for you, our customers to find theinformation you want. For more information, or ifyou would like to join the Project Group, pleasecontact Nicola Mileham, Marketing andCommunications Officer on 0161 474 3768 oremail [email protected]

Stockport at home - Spring 2009 Issue 16

Did you know that Stockport Homesholds a prize draw twice a year for allcustomers who ensure that their rent orservice charge account is clear? Thedraws take place at the end of Decemberand at the end of March.

There are three cash prizes of £250, £100 and£50 and all customers (including leaseholders)who have a clear account on the date of thedraw are automatically entered.

Congratulations to the December 2008winners who were:

First prize £250, Mrs Moore, Offerton

Second prize £100, Mrs Fitzpatrick,Heaton Norris

Third prize £50, Mr and Mrs Lucas,Heaton Chapel

The next prize draw took place at the end ofMarch 2009. Make sure that your rent account isup-to-date and you could be one of our nextlucky winners!


Anti-Social Behaviour news

Positive Actionagainst Anti-Social Behaviour (ASB)

Type of Legal Action

Notice of Seeking Possession

Postponed Possession Orders

Outright Possession

Order Evictions

Notice to Terminate (Introductory Tenants)

Notice to Extend (Introductory Tenants)

Demotion Notices

Injunctions

Undertakings

Anti-Social Behaviour Orders(ASBOs including interim)

Demotion Orders

Closure Orders

Total

In each issue of Stockport at home we provide you with a breakdown of the different typesof legal action against perpetrators of ASB. Stockport Homes has continued to take legal actionagainst perpetrators of ASB and took more legal action in 2008 than ever before. Here is abreakdown of the number of legal actions we have taken during quarters one to three in 2008/9.

Apr – Jun2008 (Qtr1)

3

0

3

1

0

1

2

12

0

1

1

0

24

Jul – Sept2008 (Qtr2)

2

0

1

2

3

0

0

9

1

1

0

0

19

Oct – Dec2008 (Qtr2)

1

1

1

4

0

5

1

11

1

1

0

1

27

Total

6

1

5

7

3

6

3

32

2

3

1

1

70

Customer satisfaction increases!As well as continuing to increase the useof legal action to tackle ASB on estates,customers’ satisfaction with howStockport Homes deals with ASB has alsoincreased.

• In March 2008, at the end of the 2007/08financial year, 87% of customers were satisfied

the case was resolved. The figure at the endof December 2008 for 2008/09 is 90%, anincrease of 3%.

• In March 2008, at the end of 2007/08 financialyear, 87% of customers were satisfied thatthey were kept up-to-date. The figure at theend of December 2008 for 2008/09 is 92%,an increase of 5%.


Anti-Social Behaviour(ASB) Case StudySafer Stockport Partnershiptriumph over Crackhouse

not oppose the action being taken and acceptedthe allegations.

It was agreed the closure order would beenforced on Monday 8 December, to provide thetenant with adequate time to remove theirbelongings and vacate the property. The courtfound that the closure order was necessary toprotect the public, in particular local residents,from further disorder occurring at the property.Officers from Stockport Homes and GMPattended the property on 8 December andcarried out the closure. The Closure order wasgranted for a period of three months, duringwhich time no one was allowed to access theproperty.

The success of this case has only been possibledue to excellent partnership working with GMPand the Local Authority and GMP legal services.It has demonstrated how Stockport Homes iscommitted toworking with itspartners in aneffective andefficient wayand hasresulted inthe removal ofa tenant whowas allowingASB and druguse to continueat theirproperty.

Stockport Homes, the Local Authority andGreater Manchester Police (GMP) havesuccessfully secured Stockport’s first everCrackhouse Closure. The order cameabout following months of planning andevidence gathering by Stockport Homes’staff and GMP.

On 9 September 2008 Class A drugs and stolenproperty were recovered from a property onNorcross Road, Offerton following StockportHomes' customers and staff providing GMP withinformation of suspected drug activity. Theinformation provided meant that GMP was ableto execute a drugs warrant at the address.Over a period of time residents had beensubjected to serious nuisance and disorderassociated with drug activity. This included largenumbers of visitors coming and going from theproperty at various times of the day and night,shouting, screaming and sometimes fightingwhilst they were at the property.

The Neighbourhood Housing Officer andAnti-Social Behaviour Officer contacted residentsabout the problems they were experiencing andas a result Stockport Homes was able to provideGMP with enough evidence for a Closure ofPremises Notice to be served under theAnti-Social Behaviour Act 2003.

A closure order hearing took place at StockportMagistrates Court on Wednesday 3 December2008. The tenant was present in court and did


Focus on...Crackhouse Closures

Once evidence of Class A drugs and seriousdisorder at the property has been secured, aSenior Police Officer can issue a closure noticeon the property. This notice gives the tenant 48hours’ notice that the police are applying to themagistrates’ court for a closure order.

In order for the court to grant a closure order itmust be satisfied that:

• the property has been used in connection with

Anti-Social Behaviour news

Crackhouse Closures are a poweravailable to the police to allow the swift

closure of properties where Class Adrugs are present and which also cause

disorder or serious nuisance to thecommunity.

the production, supply or use of Class A drugswithin the last three months;

• there is serious nuisance and disorder takingplace at the property; and

• the closure order is necessary to preventfurther disorder or serious nuisance.

Once granted the closure order can last for up tothree months and in some cases extended to sixmonths. During the period of the closure of theproperty it is an offence to enter or remain in theproperty and the property is sealed.

Although Stockport Homes cannot apply forthese orders directly, working closely with the

Police and Stockport Council makes sureall necessary evidence is secured.


Do you want to beinvolved at the heartof Stockport Homes?

Stockport Homes’ Board news

There is still time for customers and leaseholdersin the East area to apply for the upcoming BoardMember vacancy. This vacancy has arisenbecause the current Board Member hascompleted his first term of office. By becominga Board Member you will get involved in theheart of decision-making for StockportHomes, making big decisions that have areal impact on our customers.

Customers who are interested in applying for thisposition, need to complete an application formand get the signatures of five other customers orleaseholders within the East area.

For an application form, pleasecall Fergus Evans, Business Support Assistanton 0161 474 2849 or download it from ourwebsite www.stockporthomes.org

The closing date for applications isMonday 11 May 2009.

For more information about becoming a BoardMember or the Board in general, please contactNaomi Stocks, Governance Manager,on 0161 474 2850 or [email protected]

columnDirectors

There isso muchgoing on!

Did you findthis issue of‘Stockport at

home’ a good read? I hope so.We try to cover as manydifferent topics as possible, sowhether you’re concernedabout Anti-Social Behaviour orare a proud gardener, there isinformation for you.

As the Director of Quality,producing a newsletter thatcustomers want to read is onlyone area that I am responsiblefor. Many are behind the scenesservices such as humanresources (i.e. staff welfare andemployment conditions); howwe manage performance, howwell the Stockport HomesBoard runs and CustomerInvolvement. The CustomerInvolvement Team may be morefamiliar to you, as it ensurescustomers can get involved indecisions that Stockport Homes

make. Whether attending theCustomer Action Groups, beinga part of the Quality Panel orattending a tenants’ group,customers really make adifference; please see page 14for more details. So if you reallylike this newsletter or find it abore, we always appreciatehearing from you – it’s the onlyway we can get better! Detailscan be found on page 3.

Thank youSandra ColeingDirector of Quality


Stockport Homes in partnership with thePrimary Care Trust are running a series ofCommunity Health Days throughoutStockport. You are invited to call in forinformation and advice on many issuessuch as fire safety, tablet checks,nutritional advice and much more.You can also get a free health check.

The Community Health Days will be held atStockport Homes’ Sheltered Schemes from10.00am to 3.00pm on the following dates:

8 July 2009 - Birch CourtLeigh Avenue, Marple

16 September 2009 - Russell GardensHamilton Crescent, Heaton Norris

7 October 2009 - Queens GardensStockport Road, Cheadle

Refreshments will be provided.

For more information, please contact PamBarnell, Public Health Nurse on 0161 426 5058.

We look forward to seeing you there!

Older Persons' Services news

Carecall• Carecall is a 24 hourtele-monitoring service forolder and vulnerable peoplein the Stockport area.

• It can be used forcustomers who may havea medical condition such asepilepsy or diabetes or used to supportindependence, security and peaceof mind.

• At the touch of a button emergencies areresponded to within minutes.

• And all this for an initialinstallation charge of £25.60and then a weekly chargeof £5.07 (which is subjectto inflation) for as long asyou require the unit.

• Gift vouchers are alsoavailable.

For more information, please callCarecall on freephone 0500 130 585

Help at the touch of a butt n


Leaseholder news

Results of sinkingfund consultationStockport Homes recentlyasked leaseholders theiropinions on introducing asinking fund.

Most leasehold schemes have aprovision for futuremaintenance, which enablesStockport Homes to set asidemoney for major repairs andthereby, avoid large unexpectedbills in the future.

As part of the on-goingService Improvement Plan,Stockport Homes wantedto know leaseholders’ viewson the introduction of asinking fund. We providedsome information and held aforum so leaseholders couldmake a decision.

Results

The chart below shows that themajority of leaseholders whoreturned the survey rejected theintroduction of a sinking fund.6% agreed in principal31% disagreed and 63% didnot return the survey.

Leaseholders’ GuideIf you would you like to beinvolved in reviewing andimproving the Leaseholders’Guide or have any commentson the current publication(which can be viewed onStockport Homes' websitewww.stockporthomes.org ora copy can be posted to you)please contact Tracy Nield usingthe details opposite.

Contacting yourLeasehold Officer

For more information, pleasecontact Tracy Nield,Leasehold Officer on 0161218 1364 or by email [email protected] are alsoavailable.

All 321 leaseholders wereconsulted. A total of 117 (37%)of leaseholders returned theirsurvey.

What happens next?

For works over £250 perproperty Stockport Homes willcontinue to consult leaseholdersunder the Commonhold andLeasehold Reform Act 2002.This will give leaseholders anindication about how muchthey can expect to pay oncethe work has been completed.

Leaseholders will need to thinkabout how they can meet thesecosts when they receive theconsultation paperwork.

Customer Involvement news

The Quality Panel was re-launched in Novemberlast year. Since then 15 customers have beentrained to test out Stockport Homes’ services. InJanuary this year they started to inspect ourservices making sure they are as good as theycan be.

Quality Panel members are given training toensure they understand how a service shouldoperate. They then ‘check’ that it is working asit should be by mystery shopping, which

Have you ever fancied doing a bitof undercover work?

Well you're not the only one!

Quality Panelgoes live!

includes making phone calls, visiting offices orlooking at various documents. This is a great wayto really understand how Stockport Homesworks and have an input to making that serviceeven better. Look out for updates on the QualityPanel’s progress in future newsletters.

If you are interested in becoming a QualityPanel Member, please contact the CustomerInvolvement Team on 0161 474 2862 or [email protected]


You will find our new ‘Skills forLife’ leaflet, which is open toall customers enclosed with thisnewsletter. The leaflet is in thestyle of a calendar, to make iteasy to see what courses arerunning when.

The courses change for eachprogramme so there is alwayssomething new and exciting inaddition to regular popularcourses. Courses includelearning more about healthyeating, how to prepare for a jobinterview or learn basic DIY skills

to use in your own home.You can book on courses byreturning the booking formattached to the leaflet, calling usor online by visitingwww.stockporthomes.org

If the course you want to attendis full, you will be added to thereserve list and if there areenough people, the course willbe re-run. If there is a coursethat isn't on the list, contact usas we may be able to run thecourse or tell you who is runninga course.

For more information, pleasecontact the CustomerInvolvement Team on0161 474 2862 or [email protected]

Do you think you could grow the tallest sunflower in Stockport?

If your sunflower is one of the tentallest it will be measured as part ofStockport Homes’ Gardening Competitionjudging sessions in August where the threewinners will be notified.

How do I request a sunflower kit?

Please contact the Customer InvolvementTeam on 0161 474 2862, [email protected] text 07891 949 399. We will let you know thenearest pick-up point to your home.

We only have 200 kits to give away and it’son a first come first served basis so don’tdelay!

Terms and conditions

Entrants must live in a Stockport Homes’ property. Entrantsmust be 16 years old or younger. Sunflower kits are on afirst come first served basis. You need to inform us of theheight of your sunflower by 17 July 2009 or you will not beentered into the competition. There will be prizes for first,second and third place of an iPod nano or Nintendo DSwith a game, bowling vouchers and cinema tickets. Therewill be no cash alternatives. Independent judges will judgeall entries to the competition in August. The judges’decisions will be final. Winners will benotified in writing. A list ofwinners can be obtainedby writing to: Marketingand Communications,Stockport Homes,1 St. Peter’s Square,Stockport SK11NZ. Winning nameswill be included withinStockport Homes’publicity.

This summer we are running acompetition for you to grow the tallestsunflower in Stockport. You need to be16 years old or younger and live in aStockport Homes’ property.

We have some great prizes up for grabs:

• first prize – iPod nano orNintendo DS with one NintendoDS game

• second prize – tenpin bowlingvouchers for you and five friends(Parrswood, East Didsbury)

• third prize – cinema tickets foryou and a friend (Grand Central,Stockport)

How do you enter?

Stockport Homes are giving away FREE kitscontaining everything you need to help you growyour sunflower including:

• a pot;• seeds;• compost; and• growing instructions.

You don’t need a garden to join in, just the spacefor a pot on a balcony or patio area.

You will need to plant your sunflower in Mayand let us know how tall it’s grown by 17July 2009 by contacting the CustomerInvolvement Team.


16


Stockport at home - Spring 2009 Issue 16

Stockport Homes are organising its fourthannual gardening competition this year. Ifyou are a tenant, leaseholder or householdmember of Stockport Homes then you areeligible to take part. There are a number ofdifferent categories to ensure everyone cantake part.

If you are not a keen gardener yourself, why notnominate somebody else? As long as they are acustomer of Stockport Homes, it could be afriend, neighbour or a relative with a delightfulgarden, tasty vegetable patch or colourfulhanging basket.

The gardening competition categories are:• best individual garden;• best communal garden (a shared gardenbetween a number of customers /leaseholders);

• best container or hanging basket (for anindividual or small group of containers,so if you only have a balcony or smallgarden you can still take part); and

• best fruit / vegetable garden.

When we receive your entry form, a member ofyour Area Housing Team will verify the address ofthe entry. Judging will be carried out byindependent judges during August.

The winners of each category in each areawill be automatically entered into thecompetition for the ‘Best in the Borough’.

Area prize winners and runners-up will receivegarden vouchers and a certificate. The ‘Best in

the Borough’ winner will be awarded a trophy inaddition to gardening vouchers.

There will be prizes for first, second andthird in each category, which will bevouchers to the value of £50, £30 and£20 respectively.

Terms and conditionsEntrants must be a Stockport Homes’ tenant orleaseholder or live in a Stockport Homes’ property. Toenter, please complete the entry form and return it to yourArea Housing Office. Entrants must be over 16 years old.Only one application per communal garden will beaccepted and the prize will be awarded to the namedperson(s) on the application form. Entries into thegardening competition must be received no later than 17July 2009. Entries received after these dates will not beentered into the competition. For each of the gardeningcategories there will be prizes for first, second and thirdplace of £50, £30 and £20 of gardening vouchers, plus acertificate. The best in the Borough will also be awarded atrophy. There will be no cash alternatives. You can onlynominate someone else if you have gained their approval.Independent judges willjudge all entries to thecompetition in August2009. The judges’decisions will befinal. Winners willbe notified inwriting. A list ofwinners can beobtained bywriting to:Marketing andCommunications,Stockport Homes,1 St. Peter’s Square,Stockport SK1 1NZ.Winning names will beincluded within StockportHomes’ publicity.

www.stockporthomes.org

17Stockport at home - Spring 2009 Issue 16

Name(s):

Daytime Telephone Number:

Address:

Please tick appropriate box:

Entrant (Please print all details):

Category (Please tick all that you wish to enter)

If you are entering the communal garden category, please list the names of all those involved.

If you have nominated somebody else, please give your own details below:

Send your entries in to your Area Housing Office below by 17 July 2009

Entry Form

Name(s):

Daytime Telephone Number:

Address:

� I would like to enter – my own details are given below

� I would like to nominate the person whose details are given below

Please fill out this form or you can enter online atwww.stockporthomes.org

Title: � Mr � Mrs �Miss �Ms �Other

� Best Garden � Best Communal Garden

� Best Container Garden � Best Fruit / Vegetable Garden

East Area Housing Office1 Berwick Parade, Northumberland Road,Brinnington, Stockport SK5 8LQTel: 0161 474 4372 Fax: 0161 406 8377

West Area Housing OfficeBridgehall Community Centre,Siddington Avenue, Adswood, Stockport SK3 8NRTel: 0161 474 4371 Fax: 0161 477 4879

�



How you can get involvedIf you are interested in being involved in theNTV, this is what you should do:

• Attend one or more of the road shows andother events that will take place between Apriland June.

• Think about standing for the National TenantCouncil. You will be able to get informationabout what is involved at the road shows andother events.

• Watch out for information on the Communitiesand Local Government websitewww.communities.gov.uk/tenantparticipation

• Register your interest at:[email protected] you do not have access to a computerplease write to:Communities and Local GovernmentTenant Empowerment Team1/A1 Eland HouseBressenden PlaceLondonSW1E 5DU

In February, Communities and LocalGovernment established a project groupwith a majority of tenant members to takeforward the proposal that a NationalTenant Voice (NTV) should beestablished with funding from thegovernment.

The NTV will have four key roles:

• collective support - enabling or facilitatingtenants to speak for themselves;

• research - to ensure that the views andexperiences of tenants, particularly those whoare not in tenants’ organisations, are takeninto account;

• supporting national and regional tenantorganisations - helping build and strengthentenants’ organisations at regional and nationallevel; and

• communication - to develop mechanisms tocommunicate information to tenants as well ascommunicate tenants’ views to others.

The structure of the NTV will include a NationalTenant Council made up of around 50 tenants,some nominated through regional and nationalorganisations and some appointed through anopen recruitment process.

To access further information about the NTV,please visit the customer involvement section ofour website www.stockporthomes.org

National TenantVoice plans agreed– an update for tenants!


Service Improvement news

Status survey 2008

said you were either ‘fairly’ or‘very’ satisfied with StockportHomes as a landlord. While this is

very pleasing and means Stockport Homes is one of the bestlandlords in the country for customer satisfaction and that wehave maintained the high levels of satisfaction seen in the 2006survey, we still need to get better. The Action Plan created as aresult of this survey will hopefully help us to do this.

83%

Specific results in the survey stated:• 83% of you were ‘fairly’ satisfied or ‘very’satisfied overall with Stockport Homes’ repairsservice. This is an improvement of 2% since2006. 89% were satisfied with the speed ofwork and attitude of workers. Tenants wereleast satisfied with the length of time takenbefore work started (81% satisfaction).

• The three most important issues for tenantsare repairs and maintenance, followed by theoverall quality of your home and then dealingwith Anti-Social Behaviour.

• 13% of respondents were dissatisfied or verydissatisfied with the area where they live. Thebiggest problems on your estates are carparking, litter / rubbish and disruptive children/ teenagers.

• 40% (the highest percentage) of respondentsstated that they preferred to be informed orconsulted by letter.

• Most of you (85%) last contacted us bytelephone. Three quarters of you stated it waseasy to contact the right member of staff, with82% finding staff helpful and 75% finding staffable to deal with the problem.

As a result of the responses we havealready:• contacted everyone who said they have awheelchair user in their property to give themadvice on adaptations where appropriate;

• telephoned everyone who stated they did notreceive a customer newsletter to make surethey have received the January 2009 issue;and

• updated personal details for a number oftenants.

An Action Plan will be created to deal with theareas where tenants thought we needed toimprove. This plan will be taken to the relevantCustomer Action Groups and the PerformanceSub-Group for approval.

For more information or a copy of thefinal report when it is produced, pleasecontact Tanya King, ServiceImprovement Manager on 0161 4742887 or email [email protected]

In September and October 2008 StockportHomes posted a survey to around 2,000tenants. This was called the STATUS survey -this is a Government survey around tenantsatisfaction which we have to do every twoyears. A record number of forms werereturned (48%) - if you were one of thepeople who returned your form - thankyou! Six lucky tenants won shoppingvouchers in our prize draw, just in time forChristmas!



Best Value Reviews(BVRs)Stockport Homes have recently carried out some BVRs to see how wellour services are doing. Customers and other organisations were askedtheir opinions to help us decide how to improve. Please see the resultsbelow.

If you receive a Caretaking Service, we hope youwill have seen some of these improvements.

If you have any comments about the service,please contact Liz Ellis, ASB and CaretakingManager on 0161 218 1381 or [email protected]

Caretaking Service

The action plan from the Caretaking Servicereview has now been completed. The mainimprovements to come from the review were:

• Service standards for the residential blockshave been reviewed with customers and havebeen included in the existing customerhandbook, they are now also displayed in theblocks. We now measure performance againstthese standards.

• New uniforms have been provided to eachCaretaker ensuring a more professionallooking workforce and one that is easilyrecognisable to customers.

• The Caretaking Service has a new fleet ofvehicles, better suited to the service requiredby customers. An extra vehicle allows the AreaCaretaking Service to target estates withenvironmental issues like fly tipping. By doingthis, we have saved money on tipping costs ofnearly £25,000 for 2008/09!

• New types of cleaning equipment have beenbought to make the service more efficient andeffective. For example, a jet wash has beenbought so that communal bins can be cleanedmore often, aiming to improve customersatisfaction.

• There is now improved communicationbetween the Caretaking Service and theAnti-Social Behaviour (ASB) Team. Anyincidents of ASB within residential blocks arereported to the ASB Manager so promptaction can be taken.


Grounds Maintenance Service

During 2008, the ICT Service within StockportHomes completed a BVR of its service. Thisinvolved consulting with customers, staff andsuppliers about their requirements from ICT, aswell as their experiences and satisfaction levels ofthe support they receive. The ICT Service issupported by an established service contractwith Stockport Council who provide StockportHomes’ computer and phone network.

As part of this BVR, the service compared itselfwith other similar sized housing organisations inthe north west for operational costs, the range ofsupport the service offers as well as plans for thefuture.

The ICT Service was then asked if the servicecan continue to meet the future needs of the

company, staff and customers as effectively aspossible. The existing service contract withStockport Council was looked at closely and wasfelt to be of good value given the range ofservices on offer.

There were a number of recommendations thatare currently being introduced to improveservices. These recommendations will allow theICT Service to meet future demands as well asdeliver customer improvements including:

• an improved Stockport Homes’ website, withadditional online services;

• the facility for customers to bid for propertiesvia an automated phone system; and

• improved repair processes from reporting arepair to the job completing.

The Director of Housing Management delivered areport summarising the BVR of the groundsmaintenance service.

A number of outcomes were noted including there-procurement of the grounds maintenanceservice, an annual gardening competition and agardening scheme for elderly and disabledcustomers. Customer satisfaction isdisappointingly lower than last year’s findings, butan independent survey revealed that standardson the ground had improved. It is thought that alot of this reduced satisfaction is due to increasedexpectations.

While there is no specific Grounds MaintenanceCustomer Action Group (CAG), the Director ofHousing Management explained that customerswere involved in the Quality Panel and regularestate walkabouts. Members of the PerformanceSub-Group of the Board asked that more bedone to try to manage customer expectationsaround this service thinking ahead to inspectionin 2010. April Higson, Director of HousingManagement was asked to bring a future reportsetting out how this might be achieved. Morework is on-going to improve the service.

Information and Communications Technology (ICT)



The Homechoice Team have beenreminded to advise customers whatinformation is relevant to avoid raisingexpectations.

The contractor in question and StockportHomes held a mid-programme forum socustomers could ask questions.

Information is now collated at the very firstsurvey stage of the programme to helpspeed up the process.

I am unhappy with the number of pointsI have been allocated through theHomechoice Choice Based LettingsScheme.

I am unhappy about the lack of informationregarding the investment programme.

I am unhappy at the delay to carry outadaptations to my bathroom when I amexpecting a new kitchen and bathroom.

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We didWe welcome feedback from our customers,whether it's compliments, comments orcomplaints. Wherever possible, Stockport Homesuses customer feedback to improve services.You can see examples of how this has beendone below.

If you would like to give a compliment, commentor complaint, please contact theCustomer Feedback Officer on0161 474 2600, email [email protected] or text07891 949 399

You said We did

Do you find reading thisnewsletter difficult?If so, please contact us and we willsend you copies of the newsletteron audio tape or CD free of charge.For more information, please contactPhil Rhodes, Service ImprovementOfficer on 0161 474 2860,text 07891 949 399, [email protected]

or write to:Stockport HomesService Improvement TeamDirectorate of Housing Management2nd Floor1 St. Peter's SquareStockportSK1 1NZ


Repairs news

On 1 April 2009 the Gas Safe Register replacedthe CORGI gas registration in Great Britain. TheGas Safe Register is now the official industrystamp for gas safety. The Health and SafetyExecutive responsible for regulating gas safety inGreat Britain, will oversee the Gas Safe Register.

Around 35 people die in the UK everyyear from carbon monoxide poisoningdue to faulty gas appliances.By law, Stockport Homes is responsible formaking sure that gas fittings and flues aremaintained in good order and all gas appliancesare checked for safety in order to ensure thisdoes not happen to ourcustomers.

What we do

Stockport Homes visit allproperties every twelvemonths, whether they have agas supply or not, and arrangefor the central heating systemto be serviced. Our dedicatedGas Service Engineers (DoddGroup) will visit to check yourheating system to make surethat it is safe and that any faults are repaired.This service is important for the effectiveoperation and safety of your system.

We are unable to service your own appliancessuch as cookers, however we will check that theappliance is safe, advise you of any defects and ifnecessary disconnect the appliance from the gas supply. It is your responsibility to ensure that a

Help us to help you staysafe - let us in when weneed to check for gas safety. All of our contractors’Engineers carry Gas Safeidentification cards. Don’t letanyone into your home withoutasking for identification first. If indoubt, please contact us as soonas possible and we will verify thatthe Engineer is working on ourbehalf.

Gas Safe registered Engineer attends to repair the defect to the appliance.

Access for the Gas Safety Check andService

Please tell us if you will not be in for theappointment to carry out the gas safety check,so that we can arrange a more suitable date andtime. Failing to allow access is in breach of yourtenancy conditions. Legal action can be taken togain access to your property to carry out safetychecks. If this happens, you will be rechargedany costs incurred, including administration cost.

Reporting Repairs on Central Heatingand Gas Appliances

If there is something wrong with your heating inbetween services, please call the RepairsContact Centre on 0845 644 4304. If you smellgas, please call National Grid who operate theNational Gas Emergency Number on0800 111 999.

CORGI gas registrationout – the Gas SafeRegister in


Sustainability news

Improving the environment– GM Procure Senseof Place ProjectsSense of Place is a funding pot availableto social landlords and tenants andresidents groups, to supportimprovements in their localneighbourhoods.

The project is run and funded by GM Procure.Stockport Homes is a lead member of GMProcure, working with other social housingorganisations across the north west.

Through GM Procure, Stockport Homes buysmaterials such as kitchens and bathrooms todeliver our investment and maintenanceprogrammes. Working in partnership with GMProcure has helped generate efficiencies andsavings which are now available to members ofthe consortia through the Sense of Place fundingpot.

Five projects have successfully been awardedfunding; including environmental projects atMottram Street; York Street; Victoria Close inShaw Heath; and Strathclyde House.

The projects range from improvements tocommunal gardens, play facilities, landscaping,seating and access improvements.

Customers have been actively involved in thedesign of projects, and helping to carry out someof the work on the sites.

“We are so pleasedthat work on thepiazza is underway.It has come togetherwith the involvementof all the residentsand will be of greatbenefit to them. We are all looking forwardto it being completed”.Mottram Estate Tenants’ Association

For more information about Sense of Place orany of the projects above or if you have an ideafor a project, please contact Jo Cole,Sustainability Manager on 0161 474 2918, [email protected] or visit theGM Procure website www.gmprocure.com

Big Lottery Project updateYou may remember that last year as amember of Stockport’s Play PartnershipStockport Homes secured fundingthrough the Big Lottery to carry out athree year programme to provide new andimproved facilities and activities forchildren and young people across theBorough.

Stockport’s Play Development Team have beendelivering a range of play and sports activitiesthroughout the summer and winter, including atthe Lancashire Hill estate; Marbury Road, HeatonChapel; Walnut Tree Road, Cheadle Heath.

This work is ongoing for the next two years so ifyou want to know if the team will be in your areathis year, please contact the Play Development


Working in partnership toimprove the environment in ShawHeath

Customers have helped to identify environmentalissues affecting their estate, throughquestionnaires, meetings and drop-in sessions.Once this information was collected, thelandscape architect developed a series of sketchplans to address these issues. Customers werethen asked to comment on the proposals beforea final design was agreed. Work on the estate toimprove car parking, fencing, new shrub and treeplanting has taken place to address customerconcerns over community safety and to helpimprove the look of the area.

The project has been funded through theGroundwork Trust and GM Procure Sense ofPlace. Stockport Homes will continue to workwith Groundwork Trust and Stockport Council'sLandscape Development Team to identify furtherimprovements in Shaw Heath during 2009. If youlive in Shaw Heath and have an idea for aproject, please contact either Jo Cole,Sustainability Manager at Stockport Homes on0161 474 2918 or Helen Mitchum,Groundwork’s Project Officer on 0161 237 3200

Big Lottery Project updateTeam on 0161 474 4471 or visitwww.stockporthomes.org

Other improvements include projects in Offerton,with new play facilities at Half Moon Lanerecreation area and improvements for youngerchildren living around Sleddale Close haverecently been completed. This year StockportHomes will continue to work with the Play

Partnership to identify further opportunities andimprovements to facilities for children across theBorough.

For more information, please contact Jo Cole,Sustainability Manager on 0161 474 2918 oremail [email protected]

Over the last year Stockport Homes hasbeen working with customers,Groundwork Trust and StockportCouncil's Landscape Development Teamto design and carry out environmentalimprovements on the Victoria andRandolph Close estate.

Partner Agency news

Improved recyclingservice coming soon!From summer 2009, you will be receiving wheeliebins as part of Stockport Council’s new improvedrecycling service. Most households will receivethe new wheelie bins, however, properties withstorage or access issues may remain on thecurrent box and sack collection service. Detailswill be posted to you from the Council explainingwhen you will receive your new service.

Blue wheelie binfor mixed paper and card

• Newspapers, magazines, junk mail and catalogues. Envelopes, shredded paper, paper bags, wrapping paper (no foil paper).

• Cardboard – all types including empty cereal boxes, washing powder boxes, ready meal boxes, toilet roll tubes, greeting cards, cardboard boxes and so on.

• Telephone directories, Yellow pages.

• Cardboard milk, juice and drinks cartons.

Brown wheelie bin forglass, cans and plasticbottles

• Glass bottles and jars.

• Aluminium drinks cans, steel food tins.

• Empty aerosols – please remove plastic cap.

• Plastic bottles – please remove lid.

Bulky waste collectionsHaving a spring clean? Do you have bulky itemsto get rid of, such as large furniture or electricalgoods? Several charitable organisations takefurniture and electrical goods in good condition,including:• The Furniture Station – call 0161 456 0717or visit www.furniturestation.org.uk /donatefurniture.html

• St Ann’s Hospice - St Ann’s Furniture Shop -call 0161 445 7990 and ask for David Fisher or visit www.sah.org.uk

• The Wesley Community Furniture Project -call 0161 226 9051 or 0161 226 4266 or visit www.thewesley.org.uk

You can also advertise your furniture free ofcharge in your local paper and on websites suchas www.freecycle.org, www.2recycle.co.ukor www.efreeko.co.uk

Or you can call Stockport Council who will collectyour furniture for a small charge.

For more information about the new recyclingbins or the removal of bulky waste, pleasecontact Environmental Services on 0845 8334444, email [email protected], text 07797 806626 or visitwww.stockport.gov.uk/waste


Stockport DirectSince 2007, Stockport Direct (part ofStockport Council) has provided the FrontLine Housing enquiry service on behalf ofStockport Homes at First House,Brinnington, Bridgehall CommunityCentre, Adswood and Reddish AdviceCentre.

We recognise how important it is that wecontinually monitor how these services are beingprovided. The most important aspect of this, isthat you tell us what your Customer Experiencewas like. In particular around three key areas -how long you waited, how satisfied you werewith the service you received and was yourenquiry resolved promptly.

Performance statistics

PerformanceMeasure

Average queue time to beingseen (within 5 mins)

How satisfied with StockportAdvice (marked out of 5.0)

% of customers whose issuewas dealt with at the first visit

Overallaverage forthe year2007 / 8

95%

4.29

91%

Target

90%

4.95

90%

As atOctober2008

91%

4.89

96.5%

Progressfor the year2008 / 09

On target

On target

On target


Together we are aiming to provide aservice that you can rate as excellent.If you have any comments on theHousing Enquiries Service at any of ouroffices, please contact Jan West,Customer Services Manager on 0161218 1578 or email [email protected]


Police Service news

Neighbourhoodpolicing in your areaNeighbourhood policing is central to whatpolicing in Greater Manchester is allabout. It puts people at the heart ofpolicing, developing strong workingrelationships with local communities bylistening and responding to residents'needs and feeding back what action hasbeen taken to resolve issues.

By enabling people to get involved in findingsolutions to crime and Anti-Social Behaviour(ASB), Greater Manchester Police (GMP) willmake areas safer, which will improve people’squality of life.

Stockport has four Neighbourhood PolicingTeams across the Borough. Each one is led byan Inspector and consists of a Sergeant andother neighbourhood officers includingConstables, Police Community Support Officers(PCSOs), Special Constables and CommunityVolunteers.

To make it easier for people to get in touch withtheir local officers, each team can be contactedby phone, e-mail or in person at the nearestavailable station. Contact cards are availablefrom all enquiry counter desks at police stationsacross Greater Manchester, and posters areregularly circulated to promote which officers arepart of the Neighbourhood Policing Teams.Contact details for the Neighbourhood PolicingTeams are also available atwww.gmp.police.uk/neighbourhoodpolicing.

To reassure communities, PCSOs are a highly-visible presence in all areas, patrolling on foot orbicycle and helping to deter criminal activity and

ASB. As the eyes and ears of the police, they arecentral to gathering community intelligence soofficers can respond more effectively to localproblems.

GMP encourage people to talk to them, ascommunity intelligence is vital in tackling negativegang culture as well as violent and other crime.Better intelligence often leads directly to betterpolicing, which makes for safer communities allround. GMP is always striving to work better withpeople in all communities, regardless of theirfaith, ethnic background or heritage, andNeighbourhood Policing is the key to making thathappen.

If you have a neighbourhood policing issue inStockport, please contact your NeighbourhoodPolicing Team (see contact details on page 2).Only call 999 in an emergency or where there is athreat to life or a crime in progress.

To report a crime, please call the Policeon 0161 872 5050 or visit www.gmp.police.uk for more information. You can also call Crimestoppers anonymously with information about a crime on 0800 555 111.


Fire Safety news

Have you planned yourperfect getaway?How much planning will your holiday takethis year? Do you spend as much timeplanning your escape route in theevent of a fire? Planning your escaperoute can save vital time which might makeall the difference. Here are some useful tips:

What to do if your escape route isblocked

• If your escape route is blocked and you can’t escape through a window, call 999 immediately and find a room to wait in until firefighters arrive.

• Open a window in the room and put cushions and bedding around the bottom of the door toblock out the smoke.

• If smoke starts to come into the room – keep low to the floor as this is where the air is cleaner.

Once you’ve escaped

Don’t go back inside your home, even ifthere is someone left inside.

Wait for firefighters and when they arrive givethem as much information as possible. For moreinformation about planning your escape, pleasevisit www.manchesterfire .gov.uk/stay-safe/hazards-in-the-home/planning-an-escape-route.aspx

Make sure you plan your perfect getaway!

Please see page 4 for more information about thefire safety checks carried out by StockportHomes.

Planning ahead

• Everyone in your home (including children and the elderly) should be involved in putting together the escape plan.

• Everyone should know where the window and door keys are.

• Your normal way out the house is your best escape route so always keep it clear of clutter.

• Walk your escape route with the rest of your household and make sure everyone can open windows and doors easily.

• Always choose a second escape route, in case the first one is blocked.

• Review your escape route regularly to take intoaccount any changes in your home.

What to do in a fire

• Keep calm and act quickly – tell everyone to get out of your home.

• Seconds count, so don’t waste time investigating or rescuing valuables.

• Before opening a door, check it first by using the back of your hand. If it’s warm, don’t openit!

• When moving through the home, remember toshut doors behind you to help contain the fire.


Housing Options news

Help in your home...

• Are you struggling to manage your tenancy?

• Do you need help budgeting?• Or would you like help to access health,education or employment services?

If so, Housing Support Point could help. Theycould link you into support from housing relatedsupport services who could really help make adifference.

At one time or another we can all struggle. Thisdoesn’t have to mean you risk losing or giving upyour home. As well as the above, services canhelp you meet new friends and get to know the

area you are living in, liaise with otherorganisations on your behalf, and help with formfilling.

The support provided can last up to two years ifneeded. Please note: they can’t help you withpersonal care such as help with personal taskslike bathing or giving medication.

If you think you would benefit from this help,please contact Housing Support Point on 0161474 3719, visit the Housing InformationCentre at 1 St. Peter’s Square or [email protected]

Homechoice news

If you find the information provided byHomechoice difficult to understand, read ortranslate, and this has made it difficult to find ahome, you can contact the Homechoice SupportAssistant. The Homechoice Support Assistanthelps those who are unable to access ourservices any other way and have no relative oradvocate who can assist them.

Help available includes:

• a home visit (if you are unable to come into our offices due to a disability);

• help filling in the Homechoice Application form and Medical Self-Assessment form;

• guidance through the ‘bidding process’ and if needed ‘bidding’ on your behalf, if you are unable to and have no relative or advocate who can do this for you; and

• answers to questions that will help you participate in the Homechoice Scheme.

For more information, please contact FionaCooke, Homechoice Support Assistant on0161 474 3788 or [email protected]

Do you have any problems using theHomechoice bidding system?


New Build

And the winners are…‘Pony Lane’. All eligible entries were thenpresented to the Brinnington Council Tenants'Association who met on 29 January and had thedifficult job of choosing the winners.

Votes were counted and the winning suggestionswere Lantern Avenue by Megan Gordon (age9), Lantern Street, by Arron Billington (age 9)and Brinnington Lane by James Ryder, (age 8)all of St. Bernadette’s Primary School.

Megan, Arron and James all won a £20 Argosvoucher which was presented to them by ChrisMunby, Development Officer from StockportHomes at the school on 9 February (picturedbelow).

Stockport Homes have sent the winningsuggestions to the Building Control departmentat Stockport Council whom we hope will chooseone of the suggestions for the name of the newroad.

A big thank you to all those who took part in the competition!

Stockport Homes recently started work on sitebuilding its first 17 new family homes on emptyland at Dorset Avenue in Brinnington. The newhousing development will include a new road andthe team at Stockport Homes thought it wouldbe a great idea to ask local residents and schoolchildren to put forward suggestions for the newstreet name.

A competition was launched in November 2008when 200 residents living near to the building sitewere invited to put forward a road name. Childrenfrom St. Bernadette’s Primary School inBrinnington were also invited to join in thecompetition.

For those taking part it wasn’t an easy task asthey had to think of a name which reflected thehistory or geography of the area, but was not thename of an existing road in Stockport, the nameof a person, or difficult to spell or pronounce asthis would not be allowed by Building Control.We were delighted to receive 44 competitionentries, including some fantastic suggestionssuch as ‘Loveday Close’, ‘Summer Street’ and

news


Board column Aline ClearyI hope youenjoyed thisissue ofStockport athome.

I have been on the Board since2006, and am the Tenants'Federation nominee. I am alsothe Chair of the Tenants'Federation. Being a Counciltenant for over 25 years hasmade me really passionateabout making sure the tenant’svoice is heard.

As a Board Member, I getinvolved in making all the major

decisions that affect StockportHomes. This is really interestingand it is great to see the impactof the decisions. The Board isvery supportive of schemes tobuild new homes, and are reallyexcited about seeing our firstdevelopment in Brinningtonbeing completed later this year.

One of the great things aboutStockport Homes is thatcustomers can get involved atmaking services better at anylevel they want. You can join theBoard (see the article on page11 for more information onbecoming a Board Member).You can also attend a Customer

Action Group (CAG). CAGs area great way to really getinvolved in making servicesbetter, as you discuss howservices can be improved andmonitor progress with agreedservice improvements. There area lot of CAGs which look atdifferent areas, such as tenancyand estate management orstock investment and repairs.Dates of upcoming CAGs canbe found in 'Dates for yourDiary' which is included with thisnewsletter.

I hope to see you at a CAGsoon! Best wishes,Aline Cleary

If you find reading difficult, did you know you can get copies of newsletters andother documents from Stockport Homes on audiotape or CD, free of charge? Wecan also provide information in large print.

If you want to know more, pleasecontact Phil Rhodeson telephone 0161 474 2860text 07891 949 [email protected] write to Stockport Homes, ServiceImprovement Team, Directorate ofHousing Management, 2nd Floor,1 St. Peter’s Square, StockportSK1 1NZ

A free interpreting service is available if you need helpwith this newsletter. Please telephone Stockport

Interpreting Unit on 0161 477 9000.Email: [email protected]

The paper which is usedfor this newsletter isfrom a sustainablesource. Please recycle itin an appropriate way.

Diversity and accessibility

issue 16-customer_news_spring2009

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