issue 22-customer_news_autumn2010

Stockportat homeStockport Homes’ Customer Newsletter Issue 22: Autumn 2010

Customer STAR Awards 2010

PAGE 11

Safety in Communal Areas

PAGE 26

Why allowingaccess is essential

PAGE 33

Top score for football event

See page 25 for details

2 Stockport at home - Autumn 2010 Issue 22 www.stockporthomes.org

Stockport Homes’ contacts

Anti-Social Behaviour (ASB)Out of hours reporting line

ASB Team (Mon-Fri, 9am-5pm)

Carecall

Customer Feedback

Customer FinanceAutomated Payment Line

Customer FinanceTeam (East Area)

Customer FinanceTeam (West Area)

CustomerInvolvement Team

East AreaHousing Office

Governance Team

Homechoice(Bidding Line)

Homechoice (Enquiries)

Homechoice Support Assistant

Housing Options Team

Housing Support Point

Investment Programme Hotline

Leasehold Officer

Repairs

Resettlement Team

West Area Housing Office

Neighbourhood Policing Teams

Stockport Central

Stockport East

Stockport North

Stockport West

Other useful contacts

Animal Warden Service(out-of-hours)

Citizens Advice Bureau(Stockport)

Credit Union(Stockport)

Crimestoppers

Derelict properties(non-Council)

Environmental Services

External Water leaks(United Utilities)

Furniture Station

Procure Plus

Greater Manchester Police

Groundwork

National Grid(gas emergency)

RSPCA

Samaritans

Stray dogs(office hours)

Vandalised bus shelters(JC Decaux)

Vandalised telephone(BT Payphones Security)

Welfare Rights

0161 217 6111

0161 218 1498

0161 218 1655

0161 474 2600

0161 474 4050

0161 474 2677

0161 474 2668

0161 474 2862

0161 474 4372

0161 474 2850

0161 474 4567

0161 474 2975

0161 474 3788

0161 474 4237

0161 474 3719

0161 474 4407

0161 218 1364

0161 217 6016

0161 474 3772

0161 474 4371

0161 856 5902

0161 856 9973

0161 856 9786

0161 856 9770

0161 474 4207

0844 826 9800

0161 430 5808

0800 555 111

0161 474 4268

0161 217 6111

0800 33 00 33

0161 456 0717

0303 030 0030

0161 872 5050

0161 237 3200

0800 111 999

0300 1234 999

08457 909090

0845 241 7253

0161 873 8800

0800 66 16 10

0161 474 3093

Useful telephone numbers

3www.stockporthomes.org Stockport at home - Autumn 2010 Issue 22

Customer newsCustomer news

Stockport Homes, building homes for the future!With the help of £1.17m investment from the Homes and Communities Agency (HCA), Stockport Homes is building 18 new homes at the sites of two former Sheltered Housing Schemes.

Mendip Court in Heaton Norris and Marlhill Court in Offerton were demolished in January 2009 as the old fashioned layout of the buildings meant that they were no longer meeting the needs of the residents.

Once completed, Mendip Court will contain: two x two bedroom wheelchair accessible bungalows, five x two bedroom houses and two x four bedroom houses. Marlhill Court will contain: seven x three bedroom houses and two x four bedroom houses.

Features include private drives and parking spaces, enclosed wheelie bin stores to meet future recycling requirements and additional ground floor toilets.

Stockport Homes is required to meet level three of the code for sustainable homes, but by improvements to the building fabric as well as renewable technologies, a Zenex gas saver and a mechanical ventilation heat recovery system the properties will meet level four. This will reduce the fuel costs for new customers.

All properties have been designed to meet the Lifetime Homes Standards; the model for building accessible and adaptable homes and they achieve Secure by Design; the

UK Police flagship initiative supporting the principles of ‘designing out crime’.

The properties are due to be completed and available to rent by February 2011.

From left to right: Chris Munby, Stockport Homes’ Development Officer; Mark Hudson, Director of Technical Services for Stockport Homes; Councillor Helen Foster-Grime and David Proudlove, Investment and Regeneration Manager from the Homes and Communities Agency on-site at Mendip Court.

For more information, please contact Chris Munby, Development Officer on 0161 474 2927 or email [email protected].


Customer news

Thanks to all the customers who have responded with suggestions for articles and those who have offered to write articles in future issues. Thanks to Bill Adison who has written the first article ‘A stroll along Marple locks’ which you can read below.

Andrew Allen suggested we include Stockport Homes’ latest job vacancies in future newsletters. We are looking to introduce this in the next issue. In the meantime, if you want to see Stockport Homes’ latest job vacancies, please go to our website www.stockporthomes.org and look in the green box on the homepage titled ‘Latest Jobs’. Please also see the article on page 12.

After leaving the pub, not wanting to go straight home, I strolled along the canal to Stockport Road. It proved a good decision. A short distance from the pub, the canal met the Peak Forest Canal. Here I turned left towards Marple, and encountered the first lock on my walk. This was the last lock, number 16 of the system.

Standing as close to the edge as I dared, looking down into the lock, I could see just how high the narrow boats are raised. Moving on a few metres was the next one, number 15, which again had an impressive rise. Between locks 15 and 14, I came across a ‘squadron’, of ducks scrambling for the bread thrown at them.

At 14, a boat was making its way through the lock; I stopped to watch the proceedings. The last lock on my walk, number 13, situated next to Stockport Road, had like others, a remarkable rise.

If you have a local group you would like to promote or a suggestion for an article, please

contact Nicola Poulter, Marketing and Communications Officer on 0161 474 3768 or email [email protected]

I don’t know the total elevation between the four locks, but it’s an incredible achievement of Edwardian engineering. I’ll save the walk along the other 12 locks, going towards Compstall for another day.

Being a pleasant Sunday, I decided to walk up Church Street, from Queens Court where I live, to the Ring O’Bells pub for a couple of ‘aperitifs’, before cooking my dinner. With a brass band playing in the beer garden, the pub was certainly worth a visit.

A stroll along Marple locks

Customer cornerWelcome to the new Customer corner page!

Customer Involvement news

Bid for your community at the Area Forums

Customers, ready? Action!

Thank you to all 130 customers who attended the East and West Area Forums held in July and August.

Want to earn £5 for telling us how you want your services to run?

Ever had an issue about a service area and wanted to know how policies are decided?

If you are interested in attending future CAGs, please see ‘Dates for your Diary’ enclosed in this newsletter for details.

At the forums customers were asked to vote on Estate Improvement and Community Fund bids. As a result, more than £150,000 has been allocated to different bids. We will be reporting back on how this money has helped improve your community at the next forums.

Area Forums are a great opportunity to find out more about the services that affect you and you

If so, come to our Customer Action Groups (CAGs). These groups are designed to bring people together around a common service area, such as Anti-Social Behaviour or Tenancy and Estate Management and help resolve the issues

If you would like to attend one of the next Area Forums in November, please complete and

return the Area Forum invite enclosed in this newsletter, or contact the Customer Involvement Team on 0161 474 2862 or email [email protected]

you face by telling us what is important to you. You can also have a direct input on a range of policies and check how the service is performing overall.

CAGs are held in the daytime and evening to ensure they are held at a time suitable to all. The Customer Involvement Team can help organise and pay for any childcare or carer needs you have, as well as provide you with free transport if necessary. Every attendee receives a £5 attendance voucher as a thank you.

can vote on Estate Improvement and Community Fund bids. Also, everyone who attends receives a free £5 attendance voucher.




STOCKPORT HOMES’ ANNUAL


Thank you to everyone who took part in this year’s gardening competition! The judging took place in August and as always the standard of gardens entered from our green fingered customers was very high.

The first, second and third prizes of £50, £30 and £20 of garden centre vouchers were awarded in each category as follows:

Individual garden

1st – Joan and William Crooks, Woodley2nd (joint) – Georgina Harding, Romiley2nd (joint) – Graham and Michelle Fox, Offerton

East Area

Communal garden

1st – Pembry Close, Brinnington2nd – Garth Road, Offerton3rd – Victoria Park, Offerton

Container garden

1st – Georgina Harding, Romiley2nd – Joan and William Crooks, Woodley3rd (joint) – Betty Wood, High Lane3rd (joint) – Joseph Ryan, Romiley

Fruit and Vegetable garden

1st – Christine Woolridge, Woodley2nd – Betty Wood, High Lane3rd – Mumtaz Ali, Brinnington

1st

3rd

1st

1st

Best in the Borough

This year we had an additional prize for ‘Best in the Borough’ of a £150 Homebase voucher, generously donated by Homebase. The winner of the ‘Best in the Borough’ award was Jean Simpson on behalf of Edgeley Road flats.

We’d also like to say a big thank you to the customer judges* who took the time to visit each garden and look at the entries.


Gardening Competition 2010


Individual garden

1st - Michael Redshaw, Gatley2nd – Chantelle Wardrop, Heald Green3rd – Linda Stead, Heald Green

West Area

1st

2nd

1st

2nd

* Customers acting as judges were not entered into the competition.

Garden Maintenance Scheme If you need help looking after your garden, take a look at our Garden Maintenance Scheme. Details can be found on our website www.stockporthomes.org or you can contact your Area Housing Office.

East Area Housing Office

Tel: 0161 474 4372Text: 07624 808 314Email: east.area.housing@ stockporthomes.org

West Area Housing Office

Tel: 0161 474 4371Text: 07624 808 315Email: west.area.housing@ stockporthomes.org

Communal garden

1st – Jean Simpson, Edgeley (on behalf of Edgeley Road flats)2nd – Avon Road, Heald Green3rd – Chelford House, Bridgehall

Container garden

1st – Jennifer Wright, Heald Green2nd – Chantelle Wardrop, Heald Green3rd – Jean Simpson, Edgeley

Fruit and Vegetable garden

1st – Maqbool Choudhry, Adswood2nd – Linda Stead, Heald Green3rd – Brian Cartwright, Edgeley

Free Garden Maintenance

A Free Garden Maintenance Service can be provide to tenantsof Stockport Homes, who are elderly or disabled. Priority is given tothose who have no one else capable of doing this work for them.Eligible tenants will receive one hours labour by twogardeners, twice a year.

To qualify tenants must be either:

• 70 or over; or

• physically incapable of doing their garden because of a disability.

Please contact your Area Housing Office for more details.

East Area Housing Office: Tel: 0161 474 4372 Text: 07624 808314

West Area Housing Office: Tel: 0161 474 4371 Text: 07624 808315

www.stockporthomes.org

360/March 2009



YouSaid...

We Did...

Members of the Customer Involvement Customer Action Group (CAG) reviewed the performance of the Customer Involvement Service and suggested new targets for 2010-11.

Customers who attended our Skills for Life Gardening Course at Wythenshawe Park told us they prefer courses to be held in local venues.

You asked us for more variety and new courses to be included in the Skills for Life programme.

You asked us to include a sign language course in the Skills for Life programme.

Our Quality Panel of customer inspectors and mystery shoppers told us they wanted to choose which service areas they inspect and to devise their own training plan.

Members of the Quality Panel wanted to carry on with the Green Inspectors reality checks of the Grounds Maintenance Service.

The Customer Readers’ Group asked us to make some changes to the Partnership Agreement.

We have reviewed our performance targets for 2010-11 based on their suggestions. For example, members of the CAG suggested that the percentage of customers attending training events and rating them as good or excellent be increased from 96% to 98%.

We are using venues closer to Stockport for gardening courses in the new programme.

We are currently offering seven new courses based on customer suggestions including ‘How to grow your own veg’, ‘Working and my benefits’ and ‘Self defence’ for women.

We are now offering an ‘Introduction to Sign Language’ course with places available for 16 customers (see the Skills for Life leaflet enclosed with your newsletter).

We organised for members to vote for which service areas and training they wanted and have devised a yearly plan of inspections.

We are now in the third phase of a rolling programme of Grounds Maintenance checks with customer inspectors.

We have changed the photo on the front cover, re-worded some of the text to make it clearer, moved the ‘Jargon Buster’ to the end of the document for easier reference and added our office opening hours to the ‘Contact Us’ section.


YouSaid...

We Did...


The H3 Temporary Accommodation Group asked us for help to apply to external contractors for funding to be used to buy white goods such as kettles and toasters that can be loaned to people coming into our Temporary Accommodation Schemes who need them.

The H3 Group suggested we provide starter packs for residents moving into or out of temporary accommodation.

Customers who attended the Sheltered Housing Forum asked us to include a ‘Useful Contacts’ section, ‘Scheme Stories’ and a ‘What’s been happening section’ in the Sheltered Housing Newsletter.

The Play Development Team asked the children at Brindale House what toys and games they would buy for the scheme.

Residents at Brindale House asked us to provide more courses at the scheme on money management.

Members of the Stock Investment and Repairs Customer Action Group asked us to consult them on the provision of Decoration Vouchers to customers.

We have helped the group to secure £100 from Hughes Brothers and £50 from Rixonway.

We are working on implementing this suggestion.

We are currently writing the next issue of the newsletter and will incorporate these suggestions.

We have purchased art materials, board games, and a four-in-one Games Table including Subuteo and Air Hockey.

We arranged for Money Wise to deliver a ‘Saving Session’ at Brindale House looking at savings, budgeting, managing finances, debts and accessing help.

We have increased the allowance by 10% as a result.

For more information, please contact the Customer Involvement Team on 0161 474 2862, or email [email protected]


A summer of fun! Several fun days took place across Stockport during the summer and staff from across Stockport Homes joined in the action!

On a sunny Saturday in June, Stockport Homes in partnership with Lancashire Hill Tenants’ Association, Neighbourhood Renewal and the Primary Care Trust, held a fun day at Lancashire Hill. The Tenants’ Association successfully gained funding through Neighbourhood Renewal’s ‘You Say, We Pay’, which enabled many of the activities on the day to be free including a climbing wall, bouncy castle, face painting, balloon modelling, sports activities, demonstrations from the Police, a martial arts demonstration and a chance to meet Faulkner the Harris Hawk! Pure Radio hosted the fun day and provided music and live broadcasts.

The local Police Community Support Officers raffled off a bike kindly donated by Halfords with proceeds being donated to the Lancashire Hill Family Activities Group. The Family Group held a jumble sale and gave away Milo, the giant orange shark, to the lucky winner of the ‘name the shark’ competition to raise funds for their group.

Next up was the Brinnington fun day in July. The event was well attended with lots going on including face painters, balloon artists and taekwondo demonstrations.

Brinnington Council Tenants’ Association (BCTA) held a raffle sponsored by the Repair 1st Team who donated an array of prizes including a brand new flat screen TV! The raffle raised over £100 with the proceeds being split between BCTA and the organisers of the fun day, Friends of Brinnington Park. Stockport Homes also attended several other fun days across the Borough including Adswood and Bridgehall, North and South Reddish, Walnut Tree and Offerton events.

We are always on the lookout to support our tenants and residents to make positive contributions in their community, so if you are part of a community group and want support to organise an event or help in attending an event, please contact the Customer Involvement Team on 0161 474 2862 or email [email protected].

If you are interested in coming along to any of the groups mentioned in this article they meet at the following times:

• Lancashire Hill Tenants’ Association Meet on the first Tuesday of every month

from 6.00pm at Lancashire Hill Community Centre, Penny Lane.

• Lancashire Hill Family Activities Group Meet every Tuesday morning 9.30am –

11.00am at Lancashire Hill Community Centre, Penny Lane. (Children welcome!)• Brinnington Council Tenants’ Association Meet on the last Thursday of every month from

6.00pm at St. Luke’s Church, Northumberland Road, Brinnington.

Faulkner the Harris Hawk!



Customer newsCustomer Involvement news

Faulkner the Harris Hawk!

Some common myths about:

Myth RealityI can’t afford to go on courses and training

Courses are free to customers and you can go on as many as you like!

If I don’t turn up, someone else can have my space

This is not true. If you don’t turn up it is too late to tell the next person on the waiting list. If you can’t attend you need to let us know as soon as possible. A massive 41 customers didn’t turn up to courses they had booked a space on. We have now developed a Customer Charter which outlines both our and your responsibilities when booking a course.

Courses are always the same and aren’t relevant to me

Courses are suitable to customers of all ages. If you have an idea for a course you want to see, please tell the Customer Involvement Team.

I’ve been on a course, but what happens next?

You will receive a free Learning and Development Portfolio. It acts as a workbook; somewhere you can store certificates you receive from attending and brainstorm ideas for the future. We also run some advanced courses if you want to learn at the next level.

Please see the enclosed calendar for new courses starting in November.

Stockport stars get ready to shine!Do you know someone who sets a shining example by making a real difference? You could help to recognise and celebrate their achievements by nominating them for a STAR Award 2010.

Our annual STAR Awards event will be held on the evening of 7 December 2010 at the Village Hotel, Cheadle. Save the date now!

The categories this year are:• Customer Achievement Award;• Young Person’s Award;• Older Person’s Award;• Good Neighbour Award;• Community Safety Award;• Community Innovation Award; and• Green Award

You can return your completed nomination form (enclosed in this newsletter) in the envelope provided, nominate online at www.stockporthomes.org or contact the Customer Involvement Team on 0161 218 1368.

The deadline for entries is Wednesday 10 November.


Are you aged 16 -25?Need knowledge of basic money management?

To find out more about the FREE Barclays Money Skills training for young people that is being run this autumn, please contact Cat Parsons, Social Inclusion Assistant, on 0161 218 1121 or email [email protected] or Saleha, Personal Advisor at Connexions, on 0161 475 7700.

Social Inclusion news

Unemployed and looking for work?

If your answer is yes, you may want to enrol on the Successful Transitions course run by Stockport Homes in partnership with Groundwork Trust. The course supports people who have been long-term unemployed to gain new skills and experience to make the transition into paid employment.

A free onsite crèche will be provided and any reasonable travel costs will be met by Stockport Homes. Many people who have previously completed the course have gone on to secure paid work both with Stockport Homes and elsewhere.

Please ring Ian Howells at Groundwork Trust on 0161 220 1000 for more information or to enrol on

the course. To find out how Stockport Homes can help you to find work, please contact Martyn Preston, Employment Support Officer on 0161 474 2836 or email [email protected]

Have you been out of work for a while and feel you need to enhance your skills and confidence to help you to find work?

As well as gaining new skills and motivation, all those completing the course receive £50 in high street vouchers, a nationally recognised qualification and have a chance of getting a paid work placement at Stockport Homes (subject to funding conditions).

12 Stockport at home - Autumn 2010 Issue 22


Are you aged 16 -25?Need knowledge of basic money management?

To find out more about the FREE Barclays Money Skills training for young people that is being run this autumn, please contact Cat Parsons, Social Inclusion Assistant, on 0161 218 1121 or email [email protected] or Saleha, Personal Advisor at Connexions, on 0161 475 7700.

Get covered, get piece of mind!

New and improved letters from Stockport Homes

You can do this through our Home Contents Insurance Scheme, or by making your own private arrangements. With our scheme, you can insure your belongings from as little as £1.74 per week (£1.16 for those aged 60 or over).

Our scheme offers: • weekly payment facilities available at

convenient locations;• insurance for furniture, TV, clothing, carpets,

electrical goods and much more;• insurance against fire, theft, vandalism and

water damage;• ‘New for Old’ insurance;

With help from customers, Stockport Homes are currently reviewing all standard letters, to ensure they are easy to understand, in plain English and they deliver the required message. If you receive a letter that is misleading or unclear it can lead to confusion and you may not know what action you need to take.

Members of the Customer Readers’ Group, Customer Action Groups (CAGs), other customer focus groups and staff from Stockport Homes are looking at the letters to decide how to improve them.

Home contentsinsurance

Peace of mind at an affordable cost.

A special service for tenants andleaseholders of Stockport Homes.

www.stockporthomes.org

Please contact the Customer Finance Team on 0161 474 2668 (west area) or 0161 474 2677

(east area) for more information on home contents insurance.

Stockport Homes do not automatically insure customers’ personal possessions within their home against theft, fire, vandalism or accidental damage. Customers have to arrange their own cover.


• choice of level of cover to meet your individual needs; and

• no excess to pay.

In January 2011 all customers on our Home Contents Insurance scheme will be entered into a prize draw to win three £50 high street vouchers.

One of the main changes on a letter from your Area Housing Office is that if a member of Stockport Homes’ Staff is planning to visit you, the visit details will be highlighted in a box on the letter. This makes the appointment details clearer, with less chance of you missing an appointment.

The new and improved letters will start to be used by Stockport Homes later this year. If you have any

comments or feedback on the new letters, please contact Lauren Atherton, Policy and Performance Officer, on 0161 474 2859 or email [email protected].


Customer news

Cut down your gas and electricity bills Energy companies now offer a wide range of tariffs that make it very difficult to pick out the best deal. To make things easier, Stockport Homes is pleased to bring you a free phone and an online based gas and electricity price comparison service. Customers who use this type of service typically can save over £200.

By making small behavioural changes, to make your home more energy efficient you could save up to £200 a year on your fuel bills.

The service, powered by Energylinx, compares your usage with all of the major suppliers to find the best deal that matches your personal situation. The service also makes it easier for you to switch to your chosen supplier.

The service is accredited by Consumer Focus, a statutory organisation, via its Confidence Code. This means that you can feel confident that the service you are using is impartial and reputable.

You can access this service by calling 0800 410 1245 (call is free of charge if made from a landline) or

visiting our website www.stockporthomes.org under ‘Our Services / Making the most of your money’

We are offering all customers a free Home Energy Advice Service. This is an opportunity for Stockport Homes’ Environmental Officer to come directly to you and discuss your household’s energy efficiency needs.

We will recommend practical steps to improve the energy efficiency of your home, such as advice on: • correctly using heating controls;• how to use electric storage heaters efficiently; • electricity consumption; and • energy suppliers.

To arrange an appointment, please contact Louise Whan, Environmental Officer

on 0161 474 2401 or email [email protected].

Small changes, big impact!




To arrange an appointment, please contact Louise Whan, Environmental Officer

on 0161 474 2401 or email [email protected].

Anti-Social Behaviour news

How can I report Anti-Social Behaviour (ASB)?

Complaints can be made in the following ways:

• in person at any office;• in writing;• by telephone;• by email;• online; or• by text.

Anti-Social Behaviour

TOGETHER WE CAN

STAMP IT OUT

Reporting ASB is the first step to stopping it. If customers and residents are suffering from any kind of ASB they are encouraged to report the problem as soon as possible to their Area Housing Office.

Complaints can also be made anonymously, but this may restrict the amount of investigation and action Stockport Homes can undertake. However, all reports of ASB will always be investigated.

You can report ASB by phone by: • calling the East Area Housing Office on 0161 474 4372; or• calling the West Area Housing Office on 0161 474 4371.

You can also report ASB out of office hours on 0161 217 6111. This service is not an emergency service or same day service and all reports made to the out of hours service will be sent to the relevant Area Housing Office on the next working day.

You can also report ASB online by visiting our website www.stockporthomes.org, by writing to your Area Housing Office, or emailing [email protected] or [email protected]



Customer newsAnti-Social Behaviour news

Safer Stockport Partnership closes nuisance propertyStockport Homes, Stockport Council and Greater Manchester Police have successfully secured Stockport’s 3rd Nuisance Premises Closure Order at 62 Ruskin Grove, Bredbury on 1 June 2010. The order came after weeks of planning and evidence gathering by Stockport Homes’ staff and Greater Manchester Police.

The tenants of 62 Ruskin Grove had been causing serious nuisance, disorder and supplying cannabis in the Ruskin Grove area for some time. Residents living nearby were subjected to:• intimidation, verbal abuse

and threats; • large numbers of callers to

the address at all times of the day, evening and the early hours of the morning;

• drug and alcohol abuse on Ruskin Grove and in the property;

• violent incidents in the street; and

• loud parties continuing into the early hours.

Residents in the area began to have fear of the ongoing nuisance and disorder and felt harassed and intimidated by the occupants of 62 Ruskin Grove and their visitors. Residents felt trapped in their own home and unable to deal with the matter for fear of reprisals.

Staff from Stockport Homes, Stockport Council and Greater Manchester Police contacted residents about the problems they were experiencing and as a result enough evidence was

secured for a Closure Notice to be served under the Anti-Social Behaviour (ASB) Act 2003. The police also executed two Misuse of Drugs Act search warrants and recovered substantial quantities of cannabis and cash. One of the tenants has been charged with possession of cannabis with intent to supply.

The court found that the closure order was necessary to protect the public, in particular local residents, from further disorder at the property. The closure order was granted for three months during which time no one is allowed to enter the property.

At the same time as securing the closure order, Stockport Homes also secured an interim ASB injunction against one of the tenants, who had been one of the main causes of the ASB from the property. The injunction that was granted excludes her from entering the Ruskin Grove area.

The work carried out by Stockport Homes, Stockport Council and Greater Manchester Police has demonstrated the commitment of the Safer Stockport Partnership in tackling nuisance and ASB in Stockport and has made a real difference to the residents of the Ruskin Grove area.


Customer news

Focus on Nuisance Premises Closure Orders

Once evidence of serious disorder at the property has been secured, either a senior police officer or the Local Authority representative can issue a closure notice on the property.

This notice gives the tenant 48 hours notice that the police are applying to the magistrates’ court for a closure order.

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

• there is serious nuisance and disorder taking place at the property;

• the closure order is necessary to prevent further disorder or serious nuisance; and

• other measures such as injunctions or support services have been considered to tackle the problem before applying for the order.

Anti-Social Behaviour news

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

Although Stockport Homes cannot apply for these orders ourselves, we will work with the police and the Local Authority to ensure that any necessary evidence needed is secured.

To report ASB please phone the East or West Area Housing Office (See Page 2 for Contact Details).

House Closures are a power available to the police or the Local Authority to allow the swift closure of properties where there is serious disorder or nuisance being experienced by the community.

Liz Baxter with a local Police Officer at an ASB Closure



Positive action against Anti-Social Behaviour (ASB)In each issue of Stockport at home we provide you with a breakdown of the different types of legal action against perpetrators of ASB.

Stockport Homes has continued to drive forward taking legal action against perpetrators of ASB. Here is a breakdown of the number of legal actions

As well as continuing to increase the use of legal action to tackle ASB on estates current figures show that customers’ satisfaction with how Stockport Homes deals with ASB has also

we have taken during quarter one of 2010/11 compared to the same quarters last year.

increased and is exceeding our targets of 93% satisfaction that the case was resolved and 97% satisfaction that customers were kept up-to-date with progress.

Type of Legal Action

Qtr 1 (April - June 09/10)

Qtr 2 (July - Sept 09/10)

Qtr 3 (Oct -Dec 09/10)

Qtr 4 (Jan - March 09/10)

Total09/10

Qtr 1 (April - June 10/11)

Notice of Seeking Possession

3 3 0 5 11 3

Postponed Possession Orders

1 2 1 1 5 1

Outright Possession Orders

1 1 4 0 6 1

Evictions 1 0 1 0 2 1

Notice to Terminate (Introductory Tenants)

1 1 1 2 5 3

Notice to Extend (Introductory Tenants)

1 3 2 0 6 1

Demotion Notices 4 2 0 0 6 2

Injunctions 11 13 21 12 57 8

Undertakings 3 2 2 3 10 3

Closure Orders 0 0 1 0 1 1

Total 26 27 33 23 109 24

Year to date (2009/10)

% customers satisfied the case was resolved 97.62%

% customers satisfied they were kept up-to-date with progress 97.62%



Working with schools to prevent ASB and homelessnessStockport Homes is not only committed to taking effective enforcement action against perpetrators of Anti-Social Behaviour (ASB) but also working to address the causes of ASB and preventing it from occurring.

Stockport Homes is not only committed to taking effective enforcement action against perpetrators of Anti-Social Behaviour (ASB) but also working to address the causes of ASB and preventing it from occurring.

The new Educational Worker in the ASB Team has made links with schools across Stockport to deliver ASB and homelessness prevention lessons to children in years seven to 11.

The project is currently working with schools fed from the Brinnington area which include Werneth High, Reddish Vale Technology College, Harrytown Catholic High School and Offerton School. Work is being carried out with young people involved in ASB as identified by the Learning Mentors working within those schools. This includes session on the effect and consequences of ASB.

Links have also been established with the Brinnington Education Achievement Project and work is being done with the project to deliver sessions on successful independent living.Pupils from Werneth are helping create a DVD about various aspects of ASB including domestic abuse, teenage pregnancy, gang culture and drugs and alcohol. The young people involved have shaped the content of the DVD and once completed it will be used as a teaching aid in schools.

For more information on the work of the Educational Officer, please contact Liz Ellis, ASB

and Caretaking Services Manager on 0161 218 1381 or email [email protected]

Pupils from Werneth School


Customer newsSustainability news

Zip wires, basket swings and cake!

Working in Partnership in Offerton

Children, staff and parents enjoyed playing on the new play equipment, entertainment including face painters, balloon makers, bouncy castles and the Brinnington samba band, plus lots of cake and strawberries. Cutting the ribbons children were helped by Board Members Dave Kirwan and Maureen Rowles, the Mayor of Stockport and local councillors.

Stockport Homes has been working with Stockport Neighbourhood Renewal Team and a range of services and partners including Greater Manchester Police, Manchester and District Housing Association, Offerton Parish Council and Stockport Credit Union in Offerton to deliver a programme of activities in Offerton.

The programme was delivered following consultation with residents and partners who identified a range of issues across the neighbourhood. A “Communication Fortnight” was held to promote services and activities across the neighbourhood, community clean-up events, Estate Walkabouts and Offerton in Bloom where residents and children enjoyed face painters, garden games, a barbeque and made 100 hanging

During the spring Stockport Homes’ staff working in partnership with Stockport Council and partners held celebration events for seven new play spaces.

Marbury Road

The new play spaces and type of equipment has been designed in consultation with children and young people. The spaces have been built using capital and revenue programmes and resources secured with Stockport’s Play Partnership from Big Lottery, Playbuilder and Stockport Council.

Thanks to all involved in the celebrations!

You can find out more by visiting www.stockport.gov.uk/

services/leisureculture/parksandrecreation/gettinginvolved/playbuilder/

baskets. Residents and community groups have also been invited to bid for funding from two “You Say, We Pay” events and a range of projects have benefitted from funding including Offerton Scout Group, Offerton Park Dance group, St. Phillips Church and Stockport Spartans basketball group.

As part of the activities residents and partners have also been involved in a range of consultation road shows and workshops to develop an area action plan.


Customer newsSustainability news

Marbury Road

Have you applied for funding? The Estate Improvement Budget

and Stockport Homes’ Community Fund are available to you to improve your neighbourhood.

Neighbourhood Environmental Improvements

Success for 22 community groups and residents

Customers have benefitted from a range of new environmental projects this year, each project has been identified by customers, attending Estate Walkabouts, tenant and residents associations meetings, Customer Action Groups, Area Forums and contact with your Neighbourhood Housing Officers.

Stockport Homes’ Community Fund was launched in early 2010, to help customers who may want to hold a community fun day, organise a sports and play programme, improve a local open space or organise a trip out.

To date 22 projects have been approved by the Area Forums; the projects range from funding to support trips and activities for community groups, support to establish gardening clubs, extension of eco-garden to support healthy eating and support to children’s activities including dance classes and fun days.

The projects that have received support include:

East Area Forum: Brinnington under 5’s breakfast club; St. Luke’s Vicarage, Brinnington; Friends of Cherry Tree, Romiley; St. Bernard’s Eco Garden, Brinnington; Millbrook Community Café, Hillgate; Middlesex Road Residents, Brinnington, Brinnington Young Parents’ Group; Victoria Park, Offerton; St. Luke’s Toddlers’ Group and Mottram Street Estate residents.

Com munity F

un

d

Sto

ckport Homes

West Area Forum: 13th Stockport Cubs, Bridgehall Rangers Gardening Club, Bridgehall Kids Club; Lancashire Hill Family Activities Group; Golden Circle over 60’s club, Bridgehall, Heaton and Norris Toddlers Group; SK Café, Lancashire Hill, Bridgehall Primary School; Reddish Youth Club, Community Kids, Heaton Norris; SWAGG Women’s Group and residents of Walnut Tree, Cheadle Heath.

You can complete an on-line application form on our website www.stockporthomes.org under ‘Our services / Getting involved / Community Fund’. Alternatively, you can pick up a paper form from your Area Housing Office or the Housing Information Centre at 1 St. Peter’s Square.

For more information about any of the articles in ‘Sustainability news’, please contact Jo Cole, Sustainability Manager

on 0161 474 2918, email [email protected] or visit our website www.stockporthomes.org

The projects address customers’ issues around community safety, environmental and greener issues. From the installation of litter bins, fencing and removal of vegetation to create more light and improve community safety, construction of storage areas for gardening tools, improved recycling areas, car parking, new play facilities and improvements

to external communal spaces and gardens.


Customer news

The heart of decision-making - Stockport Homes' Board

Board column

The Board’s year ended with the Annual General Meeting (AGM), held on 20 September 2010; it was a great opportunity to reflect on the year’s achievements and assure the Council - Stockport Homes’ shareholder - that we continue to provide high quality services that represent good value for the Council and customers.

The latter half of the year saw the Board make key decisions that we can be proud of. We’re pleased to have established a new Partnership Agreement between customers, Stockport Homes and the Council, setting out how customers can influence and shape the services they receive.

We also welcome the introduction of the new National Standards published by the Tenant Services Authority. These are focussed on ensuring that customers receive great service from organisations that are well run and financially stable; the scope for supplementing the standards with ‘local offers’ that take account of customers’ local priorities is an opportunity we want to take full advantage of. The development of a Customer Scrutiny Panel to review services and make recommendations for improvements is an exciting development that will strengthen the organisation.

We are among one of the first housing organisations to adopt a Fire Risk Strategy and have worked closely with Greater Manchester Fire and Rescue Service to ensure that our sheltered and multi-storey properties are as safe as possible.

It is very important that the Board continually updates its own ability to lead and direct Stockport Homes. Over the summer we have developed a Governance Improvement Plan which describes our own priorities for training and development over the next two years and we will be considering how the organisation can develop at our away day in November. We always welcome expressions of interest from customers who may wish to become Board Members in the future, please contact Jeremy Beatty, Governance Manager on 0161 474 2850 or email [email protected]

Kind regards, Roger Phillips, Chair of the Board

Board news



Customer newsBoard news

Councillor Paul Porgess was appointed to the Board of Stockport Homes in July 2010. He is a Liberal Democrat Councillor for the Cheadle Hulme North Ward.

Paul is also a governor at two schools within Stockport and a Board Member at Mossbank Homes. He was formerly the chair of the Council’s Housing Committee.

Have you ever wanted to look a little closer at our services and how things operate at Stockport Homes? The new Customer Scrutiny Panel could be for you.

What is the Customer Scrutiny Panel?

The Customer Scrutiny Panel is a new customer-led body that will carry out detailed examinations of our services. Members of the panel will have the freedom to choose which services they want to examine and will have access to whatever information they need to make a judgement of how well that service is performing.

The panel will use their findings to challenge and shape the services we deliver and will report their findings


Paul is interested in initiatives to reduce the differences between levels of income, the quality of housing and educational achievement across the Borough. He is also keen on supporting work with young people to prevent them becoming offenders. Paul said, “I’m enjoying working with Stockport Homes whose range of services touch upon the main concerns that I have as a Board Member and a Councillor.”

and make recommendations for improvements to senior managers and the Board, with powers to make sure their suggestions are acted upon.

It’s an exciting opportunity for customers to look in-depth at our services and embraces our commitment to accountability and customers driving real service improvements.

Interested?

We will provide you with full training and support along the way. A number of customers have already been involved in developing guidance notes for the development of the Scrutiny Panel. Customer Keith Spurr, who has been involved in the pilot group said:

“The Customer Scrutiny Panel is an important step forward in involving

New Board Member

customers, providing us with a real chance to get involved much ‘higher up the decision-making ladder’ by reporting directly to the Board and ensuring they take action where it is needed.” Places on the panel are limited so don’t delay – register your interest in getting involved by Friday 29 October.

If you would like to know more about the Customer Scrutiny Panel, or are interested in getting

involved please contact the Governance Manager, Jeremy Beatty on 0161 474 2850, by email to [email protected] or find more information on in the ‘Getting Involved’ section of our website at www.stockporthomes.org

Look a little closer... NEW Customer Scrutiny Panel


Customer news

Spotlight on... performance

Customerpriority

Decent Homes

Repairs quality(service)

Repairs satisfaction

Repairs speed

Households in hostelaccommodation

ASB – action taken

ASB – satisfaction

Empty propertymanagement

Investmentsatisfaction

Customer feedback

Performanceindicator

% properties which meet the Decent Homes standard.

% of responsive repairs (non-emergency) where an appointment was made and kept.

% customer satisfaction with the repairs service.

% of urgent repairs completed on time.

Number of households in hostel accommodation.

Number of legal actions taken against ASB perpetrators so far this year.

% of customers satisfied that they were kept up-to-date with the progress of their ASB case.

Average number of days taken to re-let vacant properties.

% customers satisfied with investment works.

% customers satisfied with the complaints procedure.

How we are performing

99%

To be reported in the next issueof the newsletter

As above

As above

25

24

97.62%

17 days

94.2%

97.62%

Ontarget?

A customer-driven update, giving you information that you want to know.

In each issue of Stockport at home, we will be providing you with updates on how we’re performing in your top ten areas, whether we’re really pleased with how we’re doing, or are still striving to get better. So you can be sure that

when it comes to our performance – we’re always putting it in the “spotlight”. Here is an update on Customer’s Top Ten performance indicators for quarter one (April - June 2010).

= performing well (compared to our target) = under target

Performance news

*


Customer news

Spotlight on... performance

Performance news


STOP PRESS

Top score for football event

The day of activities (held at The Power League in Heaton Mersey) was organised by Stockport Homes in close partnership Stockport County Football Club and Stockport Sports Trust.

The event gave the children a day of fun and football with the Stockport County players and the County mascot, Vernon Bear. They were also coached by the Community Coaches from Stockport County and Sports Trust in the morning. Just after lunch there was a penalty shoot out and

a five-a-side competition, with winners and runners up being awarded prizes.

Everyone who attended the event this year also received two free tickets to a Stockport County game, plus a free goodie bag with a football!

The second Stockport Homes Football Event was held on 25 August. The event was a fantastic success; with 98 children aged from 8 to 14 attending for a day of football fun.

*

Estate inspections

At the end of quarter one (April – June 2010), 96% of estate inspections were rated at least “good”. The target is 92% so this is a fantastic achievement.

Remember, you can take part in Estate Walkabouts in your local area, see the ‘Dates for your Diary’ booklet enclosed in this newsletter for more information.

If you have any questions about Performance please contact Samantha Donigan, Performance and Improvement Manager, on 0161 474 3279 or email [email protected]

* The target for investment satisfaction was 95%. Feedback forms have been reviewed and have highlighted dissatisfaction with a specific contractor relating to duration of works and tidiness, which has now been addressed.


Customer newsHealth and Safety news

Why do communal areas need to be kept clear?

Stockport Homes are responsible for the communal areas; we have a duty to make sure you can escape in an emergency. If you couldn’t get out because you tripped over a mat for instance, customers as well as Stockport Homes could be held responsible.

This means that we have to be very clear about what you can leave outside your property. Our policy is that you may not use communal areas for the storage of your possessions or to dump unwanted goods or place certain decorative items outside your front door.

You may feel this is unfair, particularly around the removal of certain decorative items. However, we need to apply the policy consistently and fairly to all and ensure that everyone’s safety is paramount.

Is there any legislation?

Legislation that focuses on fire risks has placed responsibilities on Stockport Homes to ensure that if there was a fire in your block, there would be nothing in communal areas which made it difficult to get out or could give off smoke that would affect you or hinder the Fire Service in their rescue duties.

Part of the law requires Stockport Homes to carry out a fire risk assessment, part of which focuses on escape routes and therefore includes communal areas.

The Fire Service, Stockport Homes and other agencies all have duties in this legislation and work together to ensure risks to residents living in blocks of flats are minimised.

Stockport Homes take your safety very seriously and has in place policies, procedures and inspection regimes to help ensure this. Stockport Homes have certain responsibilities for the home in which you live. One of those is making sure the structure of buildings and communal areas meet fire and safety requirements.

Safety in communal areas

Fireexit

Fireexit

�

Why is it important?

Statistics produced by the Fire Service in response to recent tragedies have shown that particular types of property present a higher risk such as multi-storey type dwellings.

Reasons can include the effects of toxic smoke given off by stored items, rubbish, ornaments, storage of volatile or combustible items and glass exploding when exposed to intense heat. Any stored item, even things such as a bike, could make it difficult to get out.

To help ensure your safety our policies will reflect advice given by the Fire Service that all communal areas should be kept as clear as possible.

For more information about what is or is not allowed in communal areas, please contact your Neighbourhood Housing officer or Area Housing Office

(see page 2 for contact details).


Customer news

Police Service news

Fire Service news

Fire Service Home Fire Risk Assessments save lives

Help us bang up burglars

At 6am on Sunday 18 July 2010 fire crews attended a fire in a flat in Wythenshawe. Upon arrival crews were faced with a fire involving a flat on the ninth floor of a twelve storey block of flats. The fire was confined to the lounge area and was started as a result of a defective television.

Police in Stockport have pledged to leave no stone unturned in their fight to bring burglars to justice.

Operation Storm will continue to use intelligence gathered to target burglars in their homes, in their communities and on the roads in a hard-hitting series of raids.

You can keep your home safe from burglars by:

• locking all doors and windows whether you are at home or not;

• getting a burglar alarm fitted and using it every time you go out or go to bed; and

• leaving a light on or using plug-in timers to operate lights and radios.

family left the property in relative safety and alerted fire crews accordingly.

The Home Fire Risk Assessment only takes about 20 minutes, and can save lives.

Free home fire safety checks are available either by telephoning 0800 555 815, logging on to www.manchesterfire.gov.uk or by

contacting your local fire station.

Stockport Homes’ residents can help us bang up burglars by reporting suspicious activity to police on 0161 872 5050 or Crimestoppers anonymously on 0800 555 111.

Crews used breathing apparatus, jets, a positive pressure ventilation fan and oxygen therapy at the scene. Some weeks ago fire crews attended the same flat and carried out a Home Fire Risk Assessment, offered fire safety and escape advice, and installed a smoke alarm. The occupants of the flat were alerted to the presence of the fire by their smoke alarm sounding. Having followed the fire safety advice given, they had closed all doors before going to bed. The


Customer news

Homelessness shown the door

The statistics

We also work together with other agencies such as Debt Advice, Women’s Aid, Stockport Council and other housing providers who can also help customers deal with any problems they might be having and help prevent homelessness. Some of our main achievements in the last year include:

• 515 customers prevented from becoming homeless;

• 119 customers helped to find a new home with our Deposit Scheme;

• 353 customers supported back to family and friends by our Mediation Officer;

Currently the main reasons for homelessness are domestic violence and being asked to leave by parents. To prevent this we have a ‘Sanctuary Scheme’ to help people experiencing abuse feel safer in their homes, and a Mediation service to resolve family problems. We are always looking for new ways to prevent homelessness, and these will be explored in our new Homelessness Strategy.

If you have housing difficulties why not find out if the Housing Options

Team can help? Please contact the Housing Options Team on 0161 474 3726, email [email protected] or visit them at the Housing Information Centre, 1 St. Peter’s Square.

Housing Options news

The Housing Options Team provides advice on a range of housing issues, including family arguments, money worries, domestic abuse and eviction.

100

200

300

400

500

600Homelessness prevented

Homeless rehousing cases

2009/102008/092007/082006/072005/06

100

200

300

400

500

600 Homelessness prevented

Homeless rehousing cases

2009/102008/092007/082006/072005/06

• homelessness in the under 25s reduced by nearly half since 2007; and

• a dedicated officer to help customers facing eviction because of arrears being recruited.

Through the continued work of the team we’ve seen homelessness acceptances continuing to fall in Stockport for five years in a row, and prevention increase for the same period, meaning we are helping to keep more people in their homes.


Customer newsCustomer Finance news

Carecall, the 24 hour tele-monitoring service for older and vulnerable people in the Stockport area are asking readers to ‘Spot the Carecall Cab’. There will be three black cabs branded Carecall around Stockport until 30 November 2010.

If you spot a Carecall cab, contact Carecall on freephone 0500 130 585, giving the registration plate details, and you’ll be entered into a free prize draw to win £100 in high street vouchers just in time for Christmas.

Spot the Cab

You could

win £100

in high street

vouchers

What’s more, the first 50 customers to sign up to the service quoting the taxi’s registration plate will receive free installation of the unit.

For more information and terms and conditions contact Carecall on freephone 0500 130 585 or visit their website www.stockporthomes.org and click on Our services / Carecall.

National Fraud initiative and Data Protection Act 1998Stockport Homes and Stockport Council must, by law, protect the public funds they administer.

One of the things Stockport Homes may do to protect these funds is to share information with other organisations who are responsible for auditing or administering public funds. This is done to prevent and detect fraud.

The Audit Commission checks the accounts of Stockport Council and Stockport Homes. It is also responsible for carrying out ‘data matching’

exercises. This means comparing computer records held by one organisation against other computer records held by either the same or another organisation to see how far they match.

For more information, please visit www.audit-commission.gov.uk/nfi or contact the Customer Finance Team on 0161 474 2820.

Older Persons’ Services news



Customer news

You Said, We did

Leaseholder Survey

You said...

You felt we did not give you enough information on major works.

Why did we do the survey?

We wanted to understand why so few Leaseholders participated in customer involvement.

57 Leaseholders returned the survey and we thought you would be interested in the results.

We did...

Included an article in the spring 2010 Customer newsletter.

Using Leaseholder’s comments we revised our pages basing the content in the new Leaseholder Handbook which we had positive feedback on. Take a look and let us know what you think - www.stockporthomes.org under ‘Our services / Leaseholders’.

We produced a guide about how to sell your leasehold property. You can request a copy of this from your Leasehold Officer.

Leaseholder news

In the Leaseholder survey you said our Leaseholder pages on our website were poor.

You wanted more advice on selling your leasehold property.

Thank you to all those leaseholders who took the time to complete our short survey on ‘getting involved’.

Do you feel that Stockport Homes provide you with enough opportunities to give your views? Yes - 43 No - 6 Left blank – 6

31 leaseholders told us that they do not actively participate as they are generally happy with the services Stockport Homes provide.

Do you feel that you are kept informed of issues which affect you as a leaseholder?

Yes - 39 No - 8 Left blank – 8

Attending Customer Action Groups and Forums

Interested – 23Not interested – 24Left blank - 8


Customer news

No time to come to meetings …. why not join the email database?

Leaseholder Survey

What are we going to do now?

Using your valuable comments we plan to:

• consider the viability of introducing a Leaseholder line into the repairs contact centre;

• ask Leaseholders in high rise blocks how they would like to be notified on communal repairs in their block (we did this at the forum in August 2010 and the general view was to produce a statement of repairs carried out in the communal areas);

Leaseholder news

Tracy NieldLeasehold Officer

T: 0161 218 1364M: 07800 617810E: [email protected]

Contacting your Leasehold OfficerPlease cut out Tracy’s business card opposite and keep it in a safe place just in case you have any Leasholder questions. You can also contact Tracy to book an appointment to speak to her in person.

• alter our stationery to give more guidance on making a payment on-line or using the automated telephone services; and

• work to provide other services to Leaseholders that ‘add value’. If the service is already in place, such as the contents insurance and repairs service, we will look at improving these so that they are more attractive to Leaseholders and promote them more often.

Value for money in the Repairs and Maintenance ServiceOn 4 August 2010 we invited Leaseholders to give their comments on how the repairs and maintenance service deliver their services to Leaseholders.

We had some positive suggestions from Leaseholders on how we can make improvements in this area.

Jon Blackwell, Head of the Investment Team and Karl Colyer, Head of Partnership Delivery took Leaseholders’ suggestions away. Leaseholders asked for an additional forum for Jon and Karl to feed back their progress and this has been

planned for the 14 December 2010 in the Conference Suite at 1 St. Peter’s Square from 6.30pm. Book your place with Tracy Nield now!

If you did not fill in the questionnaire or can’t attend any of the meetings, but would still like to make a suggestion or comment on how we can improve our services to you please do not hesitate to contact your Leasehold Officer.


Customer newsPartner Agency news

Recycling and refuse changesDuring October, all suitable households will be given a small food waste caddy and a roll of 150 compostable liners for collecting all types of food waste for recycling.

Find out more on how to use your food waste caddy by visiting www.stockport.gov.uk/waste

To contact Environmental Services:

• Phone: 0161 217 6111 (lines open from Monday to Friday 8am to 6pm). Please note: from Monday 4 October to Saturday 4 December, the phone lines will be open from Monday to Friday 8.00am to 8.00pm and on Saturday 8.30am to 12.30pm.

• Email: [email protected]

• Visit: www.stockport.gov.uk/waste

HELP STOPHOUSING

CHEATSWhat is housing fraud?Here are the most common types of housing fraud:

1. Unlawful sub-letting - when a tenant lets out their Council or Housing Association (HA) home without the knowledge or permission of their landlord.

2. Obtaining housing by deception - whensomeone gets a Council or HA home by giving false information in their application.

3. Wrongly claimed succession - this is when someone, who is not entitled, tries to take over the tenancy from a tenant who has died.

If you suspect someone of housing fraud, please contact us on 0161 218 1364 or email [email protected]. Or you can report housing fraud on-line on our website www.stockporthomes.org under ‘Our Services / Housing Fraud’.

Anything you tell us will be held in the strictest confidence. All reports can be made anonymously.

The new food waste collection service will start in November. The food waste collected in the caddy will be put into the garden waste bin and collected weekly. Households who do not have a garden waste bin will be given a smaller outside food waste bin.

A new calendar and information leaflet will be posted to you by the Council.

At the same time, all suitable households will be given a black wheelie bin for collecting waste that cannot be recycled (refuse). Houses not suitable for wheelie bins will stay on the blue bin bags.


Customer newsPartner Agency news

People with DisabilitiesIf you or someone who lives with you (adult or child) is disabled and needs extra space in the property, you may be entitled to Disabled Person’s Relief.

Disabled Person's Relief

This means we may be able to reduce the amount of Council Tax you have to pay providing the property has at least one of the following features:

• a room other than a bathroom, kitchen or toilet which the disabled person uses and needs. For example, a dialysis treatment room or a downstairs room that has been converted to a bedroom;

• an extra bathroom or kitchen needed for the disabled person; or

• the disabled person needs to use a wheelchair inside the property, and there is not enough floor space to allow for this.

There has been an improvement following the introduction of automated texting to warn people that the operative is on their way, but the disruption and costs are still high.

The Repair 1st Team agree an appointment in good faith and make every effort to turn up on time. If you are not able to make the appointment, please call us and we will agree another date /

Repairs Service news

If you think you might be entitled to a discount, contact the Council Tax section on 0161 217 6014 for more information and an application form.

No Access

NO ACCESS

Each year, Repair 1st deal with around 1,000 cases of turning up to an appointment and the customer isn’t in.

time with you. If the appointment is to do with a gas safety check, it is even more important that you are there because your personal safety is potentially at stake.

The cost to us of not being able to get into the properties last year is about the same as five new kitchens installed in customer homes.

For more information, please contact Repair

1st on 0161 217 6016 or email [email protected].


Customer newsRepair Service news

How to prevent frozen pipes

Loft Insulation and Cavity Wall Insulation update

Useful checklist:

• Be aware of the location of the internal stop tap and check it is easy to turn off every now and then.

• Keep your heating ticking over on a low setting, especially when you are away.

• Insulate pipes around particularly cold spots taking extra care near joints and corners.

• Leave a key with neighbours and ask them to check your home regularly.

• Check if any pipes are located in an unheated area. If so, leave the door open to let heat from other areas to circulate.

• Drain your system if you are going away - a good plumber will advise on this.• Your boiler is serviced by Stockport

Homes on an annual basis.• Check your insurance is up-to-date.

Technical Services news

This project started in December 2008 and is expected to run to 2012. So far 3,071 customers have benefited from having extra loft insulation installed and 656 customers having Cavity Wall Insulation.

The principle contractor working on behalf of Stockport Homes is a local business called Warm Front Limited and the process for accessing customer’s properties is:

• Customers are notified by letter when the Warm Front Limited Surveyors are working in their area.

• All Company employees wear a Warm Front Limited uniform, carry company ID cards, drive Warm Front Limited vehicles and will have a supporting letter of authority signed by Stockport Homes.

• The Surveyor will inform each customer at the end of the inspection whether any insulation measures are required or not.

• Warm Front Limited will contact customers to book appointments where insulation measures have been identified.

• Throughout the entire process customers are able to contact Warm Front Limited free on 0800 083 433 or email [email protected]

Beware of bogus callers: If you are not confident that the person attempting to access your home works for Warm Front Limited, do not let them into your home.

Once the clocks go back, so do the temperatures. This is when you need to check out your house pipe work and water supplies to gardens and garages.


Customer newsTechnical Services news

Top 10 tips to reduce mould and condensation in your home

Don’t dry your washing on radiators or in front of a radiant heater.

Always cook with pan lids on.

When filling your bath, run the cold water first then add the hot – it will reduce the steam by 90% which leads to condensation.

If you use a tumble dryer, make sure it is vented to the outside or that it is of the new condensing type.

Don’t use your gas cooker to heat your kitchen as it produces moisture when burning gas (you might notice your windows misting over).

Try to avoid use of bottled gas heaters: they produce about eight pints of moisture from an average-sized gas cylinder.

‘Cross-ventilate’ your home. Open the first notch of a small window downstairs and a one upstairs.

Note: make sure that accessible windows will not cause a security problem – remember to close them when you go out.

Open interior room doors to allow drier air to circulate throughout your home.

Improve insulation and draught proofing. Loft and wall insulation are the most effective forms of insulation (see the article on page 34 for more information).

Heat all rooms in your home to a medium-to-low level.

Tip 1

Tip 2

Tip 3

Tip 4

Tip 5

Tip 6

Tip 8

Tip 9

Tip 10

Tip 7

For more information, please see our ‘Mould and Condensation’ leaflet and factsheet on our website www.stockporthomes.org under ‘Our services / Repairs’ or request a copy from your Area Housing Office (see contact details on page 2).

Dampness caused by excessive condensation can lead to mould growth on walls and furniture. Below are 10 top tips for reducing the main factors that cause condensation.

Message from the Chief Executive

Hello everyone,

There have been a number of things to celebrate and a lot of change over the last six months. A number of these have been covered in the pages of this newsletter.

The impact of the change in Government on housing and the service of Stockport Homes is not yet entirely clear. The money available for new build has been reduced, limiting our ability to develop new homes, but how much will be available in the future will not really be known until after the Autumn Spending Review. Similarly, our long-term future will be dependent on the response from Government to the consultation on the Housing Subsidy Review. The details of which we again expect to know around the time of the Spending Review. Rest assured that our objective is to maintain excellent services and maximise investment wherever we can. We will keep you informed of developments.

On the more enjoyable side, I was able to enjoy a social evening with Chrissie Ince, shortlisted for Resident of the Year in the National Federation of ALMOs (NFA) Awards. Chrissie got a runners up spot, and it was great to share with her a celebratory evening for all the good work she has done. Stockport Homes were also shortlisted for our work around developing play areas which, again, we were runners up for. I hope this is an area of work that can make a real difference to the environment on our estates.

Best wishes, Helen McHaleChief Executive

Diversity and accessibility

You can get copies of newsletters and other documents from Stockport Homes on audiotape or CD, or in large print free of charge.

For more information, please contact Phil Rhodes on telephone 0161 474 2860 text 07891 949 399 email [email protected] or write to Social Inclusion Team, Directorate of Housing Management, 2nd Floor, 1 St. Peter’s Square, Stockport SK1 1NZ

The paper which is used for this newsletter is from a sustainable source. Please recycle it in an appropriate way.

This newsletter includes information about Stockport Homes’ events and services. A free interpreting service is available if you need help with this newsletter. Please telephone Stockport Interpreting Unit on 0161 477 9000. Email:[email protected]

這資訊包括有關史托波特房屋處的活動及服務資料。如果你需要他人的幫助去了解這份資訊，請致電0161 477 9000 史托波特傳譯部，要求免費的傳譯服務。電郵: [email protected]

Ten biuletyn zawiera informacje na temat wydarzeń i usług dostępnych w Stockport Homes. Jeśli potrzebujesz pomocy z tym biuletynem dostępne są darmowe usługi tłumaczeniowe. Prosimy dzwonić do Stockport Interpreting Unit pod numer 0161 477 9000. Email:[email protected]

Este boletim de informação inclui informações sobre os eventos e serviços do Stockport Homes. Um serviço de interpretação grátis está a sua disposição se precisar dele para ler este boletim de informação. Faça o favor de ligar para a Unidade de Interpretação de Stockport no 0161 477 9000. Correio electrónico:[email protected]

Portuguese

Farsi

Chinese

Urdu

Arabic

Polish

issue 22-customer_news_autumn2010

Documents

new homes

sustainable homes

bedroom houses

lifetime homes standards

details2 stockport

marlhill court

mendip court

lineasb team