Accent News online – yorkshire July 2014

JULY 2014Yorkshire & Humbersidee & HumbersidorkshirreYYo Y 2014e & Humberside JULLY

0345 678 0550 [email protected]

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Repairs

ASB

Arrears

Complaints

Our notable successes include:

4 Launching our national repairs contact centre –it deals with over 1,200 repair requests per week.Your satisfaction with the service remains at 90%.

4 Launching our five local contact centres – onaverage each centre deals with around 500 callsper week, taking less than ten seconds to answereach call.

4 Launching our new staff structure – with patchbased housing officers and home ownershipofficers providing local information (see page 3).

4 Recruiting residents to our local customerservices committees – to scrutinise our servicestandards and performance that matters to you.

4 A new user-friendly website – we expect to addmore useful functions early in 2015.

Personal, Modern and Better – it’s now six months since we launchedour new service, we’ve achieved a lot in that time, but we’re not finished yet…

Many of you pay your rent by standing order, cash at offices, swipe cards and internetpayments, but here are some alternatives, our aim is to give you choice and convenience…

Allpay App: Make paymentsfrom your phone or tablet bydownloading the Allpay Appwhich is available on Apple,Windows and Android devices.You will need an Allpayswipecard and bank account, if you need an Allpay card,call us on 0345 678 0550.

Allpay hotline: If youhave an Allpay card, but prefer to pay overthe phone, call theautomated hotlineon 0844 557 8321.

Callpay: You can call us on 0345 678 0550and pay with your credit or debit card.

Direct Debit: The mostconvenient way to pay.We offer paperless Direct Debits withoutforms. If you’d like toset one up, call uson 0345 678 0550.

“At last.An Appthat helpsme paymy bills.”

Our long term focus is to become a first classlandlord, and your feedback is helping us toachieve this goal. Our 2013 survey results providedus with excellent feedback and lots to think about.From the results, we have, with residents,developed a set of local action plans which have identified the key areas for improvement for each region.

In our next issue… Look out for ourannual performancereport and a surveyto find out what youthink of Accent News.

4pp Accent News - Yorkshire_ July 2014_Newsletter 24/06/2014 09:19 Page 1

0345 678 0550 [email protected]

FREE business support and jobadvice for Accent residents in BradfordIf you’ve ever thought about becoming self-employed, or you are looking for a job, we might be able to help you get started. We are looking for Bradford residents who are interested inbeing employed or self employed. We can help with adviceabout setting up your business, how any benefits you get maybe affected and how to overcome any barriers there may be. We can also support you if you are looking for work. If you arean Accent resident or family member and you’d like to knowmore, contact Avtar Bhatt on 01274 728 322.

HomeownershipWe are not just a landlord, we manage a number of homes which are mainly owner occupied. We own the freehold on these homesand provide management services to the homeowners.

As part of our new ‘personal, modern and better’service offer, we are reviewing the service weprovide to homeowners. We are facing a particularchallenge at the moment as Home OwnershipOfficer Sue Carpenter left Accent at the end of May.We have recruited her replacement, and I’m pleased to say that it shouldn’t take long at allbefore Beverley Sanderson (pictured above) is upto speed on the intricacies of the service.

I am setting up a working group to look at ourservice to homeowners and would welcomeinvolvement from our home owning customers.If you would like to get involved in helping me to improve our service to you, I’d really like to hear from you.

Deborah KellyRegional Housing Director

MediationWhat is it and how can it help?We can provide a mediator to help youresolve any differences you have with yourneighbours. You don’t have to meet withyour neighbour face to face and the mediatorwill not tell you what to do, but will help youand your neighbour decide how you canmove forward and both live peacefully. Ifyou find yourself in a situation and you thinkmediation could help, please contact us.

Community InvestmentAre you involved in a community group orinitiative that needs funding? Do you have a local charity that needs money or fund raising?We have £35,000 available in grants to supportcredit unions, charities, activities for young peopleand work experience. We are looking for applicationsfor sums between £100 and £2000. If you want tofind out whether your group, project or local charitycould access some of this funding, please speakto your housing officer.

£


Stay in touch!

Address:Jeremy Downs HouseSenior WayBradford BD5 0QB

Telephone:0345 678 0550Email:[email protected]:www.accentgroup.org

making a difference… improving homes, communities and lives

@accentbd

Social media:

/accentbd

Residents’ Communications Panel

Members of our new resident communications panelwill review and edit our documents to make sure theyare easy for you to read and understand. Memberswill be looking at quite a lot over the next few months,including our new customer leaflets, our annualperformance reports (due out in October), and futurecopies of this newsletter. We’ll keep you updated on what the panel is looking at.

New Customer Leaflets

We are currently re-writing all our customerleaflets and you will soon be able to viewand download them from our website. As a value for money initiative, we don’tplan to print lots of them. If you are not onthe internet, please visit one of our officesor ring your local contact centre and theywill download and print copies for you.

Please use 0345 to call! Our numbers start with 0345, but some of you still use 0845 to call us. You’ll still getthrough but it costs you more from a mobile. 0345 numbers are often included in ‘free’ or minutes bundles.

Members of the Accent Residents’ Panelmet in Peterborough in late May.

We discussed Accent’s annual reports to residents and value for money. In the annual report, Accentwill include details of performance against the standards set by the Homes and CommunitiesAgency (HCA). The reports will also set out Accent’splans to improve performance where needed. This won’t be just what Accent thinks – they will be asking residents to help them make those decisions. They want to be ‘open and honest’about their business, and give you the personal,modern and better service they’ve promised.

Panel members also looked at how Accent hasdelivered better value for money services. Value formoney is not just about cost, it’s about making themost of the money they have and spending it in away that benefits the most residents.

Last year, Accent made some major changes to itsbusiness and how it delivers its services. It now hasa simpler structure, and will save £1.75Mper year which will be reinvestedin the areas where it is neededthe most on thingslike new kitchensand windows.

Residents’ Panel Update by Wendy Dyer, Panel Chair


You can ring us from 8am – 8pm on Monday to Friday and 9am – 12pm on Saturdays

Helen Palmer

Vinny Watkins Jakub Lesnik

Louise Stott Waheed Butt

Claire Wood

Beverley Sanderson

Kath Thompson

Patch NewsThese pages have all been written by a localhousing officer, so each page only contains newsand information from their area. To view any of thesepages, simply hover over the image of your housingofficer and then click on the icon that appears…

Barbara Warren

Accent News - online_ July 2014_Patch News 25/07/2014 15:07 Page 5


Anti-social behaviour Since the last newsletter, we havehad four complaints of anti-socialbehaviour relating to noise from flats, noise from children and animals. By working withcomplainants, the perpetratorsand outside agencies, we haveresolved them.

On 30 June, I moved into our tenancysustainability teamfor six months.While I’m away, the Calderdalepatch will bemanaged by PaulWright so I have nodoubt I’m leavingyou all in verycapable hands!

July 2014:St David’s Court // Wells Court // Gooder LaneAugust 2014:Queensbury

We will send letters out one week before we visit.

Up and comingStaff on Site days:

Bedroom TaxIf you have been affected by the bedroom tax and are struggling to pay the shortfall in your rent. The housing benefit department will be able to help with a discretionaryhousing benefit payment as long as you can prove that you cannot afford the shortfall.

Helen PalmerHousing Officer

Clayton weekly surgeryOur Clayton weekly surgery has been well attended. The feedback is that residents like the local presence. Please note that I have to change the time of the surgery to 1.30pm till 2.30pm due to other commitments.

Staff on Site DaysHOPE STREETWhat you said: Residents wanted to improve the communal areason the scheme (some belong to the council).What we did: We provided all the materials for residents, who werehappy to carry out the work themselves.

RAGLAN COURTWhat you said: Residents wanted security gates fitting.What we did: We got prices for the work and our contractors are currently making the gates. Once they are ready, we will have them fitted.

What you said: Anti-social behaviour is a concern.What we did: We are working with the Calderdale anti-social behaviourteam, the police and Pennine Housing to tackle problems together.

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4pp Accent News - Yorkshire_ July 2014_Patch 04/07/2014 11:54 Page 4


Staff on Site DaysI have now completed my first staff on site days at each scheme and willbe working on the future priorities highlighted by residents.

Pildacre Brow: It was great to be joined by so many of you. Some ofyou asked if you can create gardens and patios on the shared landdirectly in front of your houses. I will be arranging some formalconsultation on this in the near future. It is important to make sure thatany decisions made are improvements. Concern was raised about carparking. We will take action against any unauthorised vehicles beingparked in Accent car parks.

Ings Close: I am pleased to report a very positive outcome to the day.Most of you who we met are very happy with your home and theservice we provide, and I am always pleased to see the site clean andtidy when I visit. Please let me know if there are any concerns. I havearranged for the dumped items to be removed. Please do not leavebulky items on the scheme as this will increase service costs as we will have to charge you for their removal.

Morrell Court: I know the car park would benefit from the spaces beingrepainted and I will arrange this as soon as possible. I can confirm thework due on the roof will be carried out very soon, and myself andTracy King will carry out an inside walkabout soon. You are mostwelcome to join us, we’ll let you know when it is.

Merchants Court: Once again, we received positive comments fromresidents. I know that, occasionally, there is concern about childrenplaying around cars and rubbish collecting in nearby areas. This hasbeen referred to Bradford Council street cleansing and I will monitorthis in future.

Hunt Court (near Lupsett ) and Saxondale Court (Horbury) are twosheltered schemes in Wakefield. If you know anyone; friends, family orneighbours who are considering moving into sheltered housing pleasefeel free to visit the schemes as we may be able to help.

Claire WoodHousing Officer

Anti-social behaviour (ASB)Over the last three months, I have received six reports of anti-socialbehaviour. One involved drugs, four concerned noise nuisance andthere was one case of racial harassment. I have been able to resolve10 complaints of anti social behaviour through early intervention andwithout having to take any legal action.

The next staff on site days will be held duringOctober andNovember. I willsend out details of the dates orinclude them in the next newsletterif they have beenarranged.

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Vinny WatkinsHousing Officer

Anti-social behaviour (ASB)Since November 2013 we have resolved 13 cases – all withoutlegal action. We currently have three open cases from May thisyear. We want to tackle some of the causes of ASB in our localcommunities and work with our residents to prevent ASBwherever possible. If you are a victim of anti-social behaviourplease contact us.

You said, we did!Burgh Mill GardensWe said we would have a clear up day, which happened on 9th May.Thank you to everyone who took part. I hope you will agree the scheme and individual gardens have benefitted.

Crow Nest CourtYou said the trees were causing a problem for car owners. We’ve since had them trimmed down which has sorted the problem.

Ongoing/Completed Maintenance

Crow Nest CourtInternal painting is now complete, we hope you all like the décor!

Gilroyd Rise and Padma CloseExterior painting will be done in September.

Princeville RoadExterior painting will be carried out August.

KirkleesExterior painting will be carried out in August on South Parade, Bramhope Road, Victoria Street, Francis Street, Arundel Close, Crossfields,Cross Green Road, Glastonbury Drive and Ravensknowle Road.

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JULY:// The Folly Hall Gardens // Pye Nest CourtAUGUST:// Ivywood Court, Dewberry Close, Tanner Hill Road, Mulberry Court, Oak Avenue// Gilroyd Rise // Princeville Road // Padma Close // The DriveSEPTEMBER:// Crow Nest Court // Victoria Court, Burgh Mill Gardens, Nelson Street// Shirley Manor Gardens // Acre Street, Dearnley Street

You said the treeswere causing aproblem for carowners. We’vesince had themtrimmed downwhich has sortedthe problem.

Our next staff on site days will be:



Jakub LesnikHousing Officer

Anti-social behaviour (ASB)Over the last three months, I have received four reports of anti-socialbehaviour. One involves damage of property, two involve noisenuisance and one involves prostitution.

In all these cases we are working close with the police, complainantsand neighbours to resolve them. Some of the cases will involve legalaction against the perpetrators. I will keep you updated.

Planned worksAs part of our commitment to the government’sDecent Homes Standard, we will be carryingout improvements to homes on Fellside Closefrom the last week in July. We will talk to theresidents affected about what is involved.

Staff on Site DaysI have now completed the first round of staff on site days at Ripleyville, and I will be carrying out on site visits for more schemes later this month. I will be writing to those of you concerned. I want to work closely with youin delivering the future priorities you have for your homes and estates.

You said we did Ripleyville: It was great to meet so many of you on the staff on site visit at Ripleyville. You were concerned about the condition of your homes andtheir roofs. I have spoken to our planned works team about your concernsand we are looking into what can be done. I will keep you updated.

There were suggestions that there is an anti-social behaviour and drugproblem in the area. If you have any information about this please get in touch.

We have prepared an action plan with the police to tackle this issue and improve your safety and security. You can help by making sure thecommunal entrance doors are closed on entry and exit of the scheme and no access is given to anyone other than family and friends. We canprovide additional security measures, but you can help by making suredoors are closed.

“

It was great to meet so many ofyou on the staffon site visit at Ripleyville.



Hi I’m Beverley Sanderson and I’m the new home ownership officer for Yorkshireand Humberside. I’ve just replaced Sue Carpenter, who left Accent in May.I’m really looking forward to taking up my new role and to gettingout and meeting as many of you as possible as soon as I can.

In the meantime, I’ll tell you a little bit about myself. I have been withAccent for quite a few years, most recently as a customer adviserin the local contact centre in Bradford. My time here has given melots of experience which I can call on to help Accent provide a goodservice to you.

If there’s anything you’d like to talk to me about before I can get outto meet you, please ring through to the contact centre.

One thing I will be planning in the near future is a roadshow on myschemes and estates to find out what you think about our serviceand how this could be improved. I’ll let you know the dates as soonas they arranged by writing to you, and we’ll add information to ourFacebook and Twitter pages.

I’d also like to introduce our new house manager at Maple Croft –Amanda Noble.

Don’t forget, if you are interested in the working group DeborahKelly is setting up which will look at our service to homeowners, we would really like to hear from you.

Hoping to meet you very soon.

Beverley Sanderson, Home Ownership Officer

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”

If there’s anything you’d like to talk to meabout before I can get out to meet you,please ring through to the contact centre.


Staff on Site DaysSince the last newsletter, I have completed staff on site days at thefollowing schemes, and I will be working on the issues you raised.

Ryedale Way: It was good to meet a large number of you. Generally youwere happy with the quiet location and the quality of your service. I alsonoticed how well looked after the communal areas were. Some of you wereconcerned that the blocks were not identified which could be difficult forvisitors, deliveries and emergencies. I will obtain prices for flat numbers tobe put on each block and arrange for the work to be done.

Strawberry Fields: It was really nice to see so many of you, and to find that most of you weregenerally happy with our services. Some of you talked to me about the signage at the front of thescheme, and the trees at the back of flats 1 – 9 , which needed to be cut back to allow some light.I will get prices for some new signage and a tree surgeon and arrange for the work to be done.Strawberry Fields is also in the planned programme for new ‘safe by design’ front doors later this month.

Simbach Close: I was really pleased to see so many of you. Overall, yourcomments were positive, but some of you felt you had been neglected in thepast. I will address this with more regular visits, and have some planned forOctober and February next year. I will let you know the details.

Farm Croft, Skipton: Some great comments here! You are extremely happy and say Farm Croft is a superb place to live.


Louise StottHousing Officer

Anti-social behaviour (ASB)Over the last three months I have received five reports of anti social behaviour;two cases of noise nuisance, one case of harassment, one case of drunkenbehaviour and a parking issue. I have been able to resolve these through early intervention and without having to take any legal action.

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JULY// Asprey Drive // Deaconess Court (July 24) // Bracewell Avenue// Crediton Avenue // Crediton Court // Bell Dean Road // Bowmere DriveAUGUST// Featherbank // Chapel Court // Victoria Buildings // Burnside House.

Future Staff on Site days…

If any of you haveany news whichyou would like me to include inmy newsletters,please contact me.


Staff on Site DaysI have now completed the first round of staff on site days at my schemes,and I am now working towards delivering the priorities for each one.

Stanley Road: It was great to meet so many of you on the day. Many of youexpressed satisfaction with the recent improvements made to the scheme. In particular, the new kitchens and bathrooms seem to have made a realdifference to your homes.

You also raised concerns about the condition of the roofs and the communalareas. I have asked our planned works team to consider what can be done.

Easthorpe Court: A number of you raised concerns about the security of the scheme and the condition of the communal areas. I am pleased to confirm we have taken action, and made improvements. We haverepainted and fitted new floor covering. We have also improved the CCTV coverage for your safety andsecurity. Please make sure you close the communal entrance doors on entry and exit of the scheme – the security is only as good as you make it by looking after your home.

Hazelhurst Court: It was great to meet so many of you at a recent meeting. Concerns were raised aboutthe security of the block and the poor television reception. I am pleased to announce a recent upgrade to the CCTV coverage of the building, and that we have plans to upgrade the existing satellite receiver to improve your television aerial signals.

Hetton Drive & Wetton Court: Some of you raised concerns about an increase in anti social behaviour onthe scheme. When we consulted with you, most of you asked for security improvements. We are pleasedto confirm that we are installing cameras to the area to capture incidents of criminal and anti socialbehaviour, and we are partially closing the footpath to Hetton Drive and Wetton Court to stop peoplecrossing the grass.


Waheed ButtHousing Officer

Anti-social behaviour (ASB)Over the last three months, I have received five reports of anti-socialbehaviour, one involving drugs, two involving noise nuisance, oneinvolving harassment and one involving dog fouling. I have beenable to resolve these complaints through early intervention andwithout having to take any legal action.

My next staff on site days at Brendan Court, Kismet Gardensand Bardsey and Cockcroft are planned for August. I lookforward to meeting those of you who live on those schemesand to discussing any concerns or ideas you might have.

“


Staff on Site DaysBeechwood Court: You told us Beechwood Court needed refurbishing. A full refurbishment will be made in this financial year. A residents’ meetingis being arranged to discuss the work.

Chaucer Avenue: You told us the trees on the scheme needed cuttingback. I have arranged for a tree surgeon to attend. I will write to you toconfirm a date.

Fairfields: You told us that children and youths are causing anti-socialbehaviour in communal areas. We are installing CCTV so we can identifythose involved. You also told us the standard of gardening and cleaning isnot as good since we changed contractors. In future, the contractor will ask a resident to sign to say the service is satisfactory, and the standard will be checked during my inspections, and a new jointinspection with the contractor. We will change contractor if the standard doesn’t improve. Let me know if you know anyone suitable, and I’ll ask them to tender.

Langdale: You told us that dog fouling was an issue. We contacted the local council who patrolled thearea and we contacted the residents thought to be responsible.

Lidgett Park Court: You told us that the communal area is dirty since the recent ceiling and plasteringworks. We have arranged for a contractor to carry out a deep clean. You have asked for more informationabout when the front doors will be replaced. I will let you know when I have this information.

Farrow Road: You told us that children and youths are causing anti-social behaviour. We are working with the police and other agencies to address this issue.

Silver Birches: You told us you are concerned about the height of the trees. We asked permission fromthe council to cut them back, which has been given. The council need to be on site during this work. I will let you know the date once I have it.

Manor Drive: You told us the road is dangerous where the pavement ends. We have asked for a planfrom Land Registry so we can establish boundaries and I will talk to you about the options we have. We are also dealing with one household who are causing a hazard by parking dangerously.

You also asked us for double glazing. This work is done on a planned programme and I have asked for it to be included. I will write to you once I know which year this work will take place


Kath ThompsonHousing Officer

Anti-social behaviour (ASB)In the last quarter, I have dealt with 11 cases of anti-social behaviour: Four involvevandalism, three involve noise nuisance, two involve intimidation and harassment,one concerns an abandoned vehicle and one concerns drug dealing.

If you are a victim of anti-social behaviour please contact us.

“

My next staff on site days are at Farrow Road, Lidget Park Court and Astura Court this month,and Beechwood Court in August. I’ll let you know the details.



Anti-social behaviour (ASB)Since the last newsletter, I have dealt with three cases of anti-social behaviour, two cases of noise nuisance and onecase of an abandoned vehicle, which is still in progress. Ifanti-social behaviour is a problem in your area, please tell usand the police by phoning 101. Although the police cannotalways attend immediately, the more calls they get from you,the more often they will patrol your area and the betterchance we have of stopping the nuisance.

Barbara WarrenHousing Officer

Staff on Site DaysHolmfield Court – 29/05/2104It was nice to chat with you and get your views on how the scheme isdoing. I have contacted Bradford Council about the abandoned car at therear of the property. They are going to investigate. I have a case referencenumber so I will be chasing them for a result and keep you posted.

Bow Court – 30/05/2104Only one resident met with me, but it appears there are no major concernsabout the scheme. If there are issues you want to raise, please get intouch. I checked the scheme and found some weeds growing out of the gutters and some overgrown shrubs and grass. I have reported all of these issues and you will see improvements in the coming weeks.

Thornville Court – 30/05/2104Thanks to all of you who came to meet with me. You told me yourconcerns about the cars which suddenly appear in the car park, then disappear as just as quickly, and what you thought the reasons for that might be. I have contacted your local Neighbourhood Police Team and reported the issue. The local officer for Manningham willcontact me about it.

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Munby Street, Allerton: 21 August at 10:00am.Queens Road, Manningham: 27 August at 10:30amFairbank Road // Fairbank Terrace // Woodlands Terrace: 28 August at 10:00am

Up and coming Staff on Site days:

I checked thescheme and found some weedsgrowing out of thegutters and someovergrown shrubsand grass.


Documents

Accent News online – yorkshire July 2014