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Housing matters is North Tyneside Homes' newsletter for tenants and leaseholders.
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Keeping you informed | www.northtyneside.gov.uk Working closerwith communities
HousingmattersSpring 09
See pages 4 & 5 for newsabout our new tenants compact -our commitment to working withyou to improve housing services.
2
Working closerwith communities
Waiting in a queueto pay your rent?
What could you bedoing instead?
Ring our Direct Debit hotline643 7535 or 643 7532
for further details
www.northtyneside.gov.uk
To be in with a chance towin one year’s free homecontents insurance, withcover up to £40,000, youmust make sure you havejoined our insurancescheme before the end ofMarch.
For more details about thescheme, visit your localcustomer service centre;phone 643 2360 or email:[email protected]
And there’s more greatnews - all premiums willstay at existing levels for2009/10.
(North Tyneside Homes, inassociation with Royal &Sun Alliance)
Get insured!
Council rents are set to rise by anaverage of £3.66 per week fromMonday, April 6.
This will make the average rent for ahome in North Tyneside £58.53, basedon rent paid over 50 weeks per year.
If you are in receipt of housing benefit,you will receive a letter giving details ofyour new benefit entitlement and therevised amount you should pay eachweek.
If you are a direct debit payer, yourrevised payments will start from Monday,April 6.
How are rents set?The government sets the guidelines forcouncil rents through a system calledrent restructuring.
This system is designed to bring allcouncil rents up to the same level ashousing association rents by 2012.
The council has no real choice but toincrease rents in line with governmentguidelines - we face other financialpenalties if we set rents below thislevel.
If you need any further help or adviceabout paying your rent contact theIncomeTeam on 643 7537 or theFinancial Inclusion Team on 643 7528.
Your rent£8.78
£16.39
£15.22
£2.93
£15.22
Where the average £58.53 rent goes
Repaying loans for home improvementsand providing homes
Managing your home
Repairs and maintenance
Money paid to the government
Home improvements
Welcome to the SpringEdition of Housing Matters.
Yes, Spring is in the air, wellalmost, and despite the economicgloom there is much to lookforward to.
In this edition, we want your helpto identify the unsung heroes inour communities and nominatethem for one of our LIONawards.
Ian ConwayHead of North Tyneside Homes
Cllr Bruce PickardCabinet member forNeighbourhood Improvements
We are continuing with ourambitious plans for changing theface of the housing service inNorth Tyneside.
We are investing more moneythan ever before in your homes.
Through the prudentmanagement of our finances, wehave been able to put an extra£2.8m into our improvementprogramme.
Over the next two years, an extra1,000 homes will benefit fromnew double-glazed windows anddoors.
We have also stepped up ourinsulation programme, which willbenefit a further 5,000 homes.
The council is developingcomprehensive plans for theregeneration of theWallsendarea.
3
North Tyneside Homes –the housing service for North Tyneside Council.
We’re putting together our new“Tenant Compact”.This will setout all the ways you will be ableto get involved and help usimprove your housing service.Wewant you to get excited about itand tell us what you think.
And as usual we’ve packed in lotsof information and features to letyou know about theimprovements we’re making andencourage you to have your say.
At the end of last year we askedthe government to support ourplans for the ‘Wallsend Corridor’including the provision of 800new affordable rented homes.
This could bring a further £182minto North Tyneside, creating jobsand training opportunities.
We expect to hear in Aprilwhether we will be invited todevelop our proposals further.
If that wasn’t enough, we expectto sign a new 10-year deal soonwith a private sector partner toestablish a joint venturepartnership for your repairs andmaintenance service – driving upquality and delivering value formoney.
We want your help
44
• Provide ways for you to beinvolved in decisions that affectyou
• Provide services to thestandards that you want, byinvolving you in a variety ofways
• Support you when you do getinvolved
• Offer choices on how andwhen you can get involved
NewTenants’ & Leaseholder involvement compact
What will it include?
• A joint vision of what we wantto achieve by working togetherto improve housing services
• What being involved meansand how it will be organised tomake sure it improves services
• What you can get involved inand the influence you can have
• A menu of different ways thatyou can get involved and thetime it will take
• The support available whenyou take part in anyinvolvement activities
• The steps we will take tomake sure all sections of thecommunity get involved.
• An action plan to involve morepeople in more things.
How is it being developed?
• A group of tenants fromacross the borough have beenworking with us to draw up adraft version.
• We have also taken views andopinions from a range oftenants events and surveysover the last year.
• The tenants group has alsolooked at compacts fromother housing organisationsand used the best ideas.
Get involved . . .
We are updating ourinvolvement compact andwould welcome your views.
What is a compact?
A compact is an agreement thatwill set out how you can beinvolved in the services weprovide.
What does it mean for me?
The compact between thecouncil and tenants andleaseholders says how we will:
5
How will we make sure it isfollowed?
We will:
• Monitor it regularly to makesure it achieves its aims.
• Report every three months onprogress in Housing Mattersand tenants events
• Update the action plan everyyear to make sure we continueto improve
How can I get involved?
You can give your views on thenew draft compact in a numberof ways:
• We can send you a copy ofthe compact
• You can look at a copy on thecouncil’s website and email usyour views
• We can meet with you to gothrough the compact andlisten to your views
Get in touch with us:Tel: 643 7749Email:[email protected] to:The Involvement TeamBlock C,Harvey CombeKillingworthNewcastle upon TyneNE12 6UB
6
Homefinder goes digital
Since the last edition ofHousing Matters, the projectteam have been busyconsulting with tenantsabout the project andgetting views on how thescheme should bepromoted.
To make it easier for potentialcouncil tenants to apply forhomes, North TynesideHomefinder is also joining thedigital revolution!
Applicants who have Freeview,Sky or Virgin TV will be able toview properties from the comfortof their own home, as well asthrough the Homefinder website.
The Homefinder scheme is set togo live this summer and if youwould like any information, pleasecontact the Homefinder Team on643 7568.
Tyne andWear HomeXchangeInternet-based system.This willallow simple access for tenantsto identify potential exchanges.
The scheme is due to belaunched during the summer.Further details will be includedin future editions of HousingMatters.
For further information aboutHomefinder or Tyne andWearHomeXchange, please [email protected]
We are working with the otherTyne andWear local authoritieson a mutual exchange scheme.HomeXchange Tyne andWearwill go live later this year.
It will give tenants across theregion more choice and optionswhen looking for opportunitiesto exchange homes.
Tenants who are interested intaking part in the scheme will beable to register using an
H MEFINDERNorth Tyneside
Helping you find an affordable home
7
The Repairs Panel, made upof tenants from across theborough, has been discussingways of making it easier foryou to report a repair.
This was one of the prioritiesraised at our consultation eventslast year. The panel visited thecouncil’s telephone contact centreand repairs depot to see how thesystem works. The panel asked usto publicise the followinginformation to help the systemrun as smoothly as possible.
• Reporting your repair – youcan call the contact centre on0845 2000 102 to report arepair anytime between7.30am and 8pm (Monday toFriday). Please be awareMonday mornings are thebusiest times.
• Keep your job referencenumber – when reporting yourrepair, you will be given a jobreference number. If you arenot given one, ask for thenumber and keep it in a safeplace.You will need it if youhave to phone us again aboutyour repair.
• Keep your appointment – wenow offer appointments formost repairs. If you are givenan appointment, please try to
keep it. Last year, our repairsteam had 4,935 wastedjourneys because people wereout.This wastes money thatcould be used to carry outmore repairs! If somethingcrops up and the appointmenttime is no longer convenient,just give us a ring.We willarrange another one to suityou better.
Of course, we aim to keep ourside of the bargain and turn uppromptly at the time we havearranged or ring ahead if we aredelayed.
If you would like moreinformation, or wish to join theRepairs Panel, ring theInvolvement Team on 643 7749or email:[email protected]
The process to select apartner to deliver repairsand maintenance to yourhomes is nearingcompletion.
As part of this process, wewrote to all tenants andleaseholders in Decemberto identify your prioritiesfor the repairs service.Wereceived 2,500 replies andthe highest priorities were:
1 Improving the quality ofwork – such as getting itright first time; carryingout repairs more quicklyand acting on feedbackfrom tenants.
2 A more flexibleworkforce – for exampledoing small related jobsthey discover when inyour home, even thoughit is not on their jobcard, and if this isn’tpossible, arranginganother appointment foryou.
We will use the feedbackwe have received to helpus choose the mostappropriate partner.
All tenants and leaseholderswill be notified once thedecision has been made.
Update onrepairs service
Panel is makinglife easier for you
North Tyneside Homes is asking its tenants and leaseholders tonominate a neighbourhood champion.
We are holding our first Leaders In Our Neighbourhoods (LION)awards to reward those who deserve recognition for their hard work.
Everyone shortlisted, and the people who nominated them, will beinvited to an awards ceremony later this year.
Cllr Bruce Pickard, cabinet member for Neighbourhood Improvements,said: “This scheme is all about rewarding those who help others andmake North Tyneside a great place to live.
“I’m sure lots of people know an unsung hero who deserves somerecognition for what they do.This is a great opportunity to give themthe credit they deserve.”
The closing date is Friday, May 29.
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Each winner willreceive an award andshopping vouchers tothe value of £100 andall those whonominate someone foran award will beentered into a freeprize drawfor a£25 voucher.
Please return the formopposite.
Or contact theInvolvement Team on643 7749 for moredetails.
Do you know a
LION? LION
The categories are:
• Good Neighbour oftheYear
• Young Person of theYear (up to age 25)
• Community Award(for individuals andgroups of tenants orleaseholders)
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Which award are younominating the person for?
Name of person you arenominating
Address and post code ofperson you are nominating (ifknown)
Your name
Your addressand post code
Your telephone number(s)
Why are you nominating thisperson for an award? (useextra paper if necessary)Things to consider:
• Have they done morethan you would expectyour neighbour to do?
• Do they have along- term commitment tothe neighbourhood?
• If so, how have they shownthis?
• Is there any otherinformation you feel wouldsupport your nomination,eg have they overcomeany personal difficulties?
All persons nominated must be a tenant or leaseholder of North Tyneside Homes.
North Tyneside Homes – LION Awards 2009(Leaders in our Neighbourhoods)
Nomination FormPlease provide as much information as possible.
Please return the form to your local customer service centre or post to:
The Involvement Team, Harvey Combe, Killingworth, Newcastle upon Tyne NE12 6UB
10
You said our inform
ation is
sometimes difficult
to understand.
You said
We havesent some
staff and tenants on
plain language trainin
g to helpproduce
clearer leaflets and l
etters.
we did
Our Estates and Tenancies service
group suggestedwe
publicise our patch officers’ details
to encourage more
tenants to join inour estate walkab
outs.
You said
We have done this, see page 23
we did
You said, we did . . .
At our Repairs Panel meeting, you suggested
we should publish the contact centre’sopening times.
You said
We have published these in our article‘Making Repairs Easier’. See page 7
we did
You said you wanted more choices of livingroom fires in our Better Homes programme.
You said
We now offer a wide selection of fires inour Better Homes programme.
we did
At our Better Homes exhibitions and during ourimprovement surveys, you said you would like to havea choice of a basin and a half-top for your sink unit.
You said
We have now made this a choice in our BetterHomes programme.
we did
North Tyneside Homes says thank you for having a clear rent account. If you havea clear rent account on April 7, 2009 we will automatically enter you into a prizedraw for a chance to win a credit crunch-busting £250*.
If you are having difficulty in paying your rent please contact us on 0845 2000 101.
*Terms and conditions apply.
£250 reward!
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If you would like free advice onmoney and debt issues, comealong to one of our sessions tosee if we can help.
The Shontal Theatre Group willbe at the sessions to entertainwith their take on coping with thecredit crunch through the eyes ofone family caught in the spiral ofdebt. The group explores ideasand solutions, sending out themessage that being in debt is notthe end of the world.
Places are limited, so be sure tobook your place.
Sessions are being held on:
• Tuesday, March 24(9.30am to 1pm) atWhitleyBay Young Persons Centre,Hillheads (behind the Ice Rink),Whitley Bay.
• Friday, March 27(9.30am to 1pm) at St Aidan’sChurch Hall, Billy Mill Lane,North Shields.
• Tuesday, March 31(9.30am to 1pm) at the JohnWillie Sams Centre, MarketStreet, Dudley.
To book your place, phone Julieor Tony on 643 7528 or email:[email protected]
Making moneymatters count
Our Financial Inclusion Team hasstarted a series of roadshowspromoting benefit take-up acrossthe borough.
Since last April, the SocialSecurity Agency has paid £12.8min extra benefit to customers.
The first shows targeted theover-60s and were held insheltered accommodation atFeetham Court, Forest Hall andSkipsey Court, Percy Main.
The aim is to ensure maximumtake-up of benefits, provide somehandy money-saving tips andhighlight services that can
provide help for people infinancial difficulties.
Elected Mayor John Harrisoncame along to Skipsey Court tohelp out.
He said: “A great way of helpingpeople with financial difficultiesis to make sure they get all thehelp they are entitled to.Theseroadshows are a great way ofgetting the message out.”
On hand to answer any querieswere housing benefits staff andofficials fromThe PensionService,The Coast Project andSupporting People.
£12.8m extra benefit paid
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If you would like more informationPerformance relates from April to December 2008
North Tyneside Home
Percentage ofresponsive repairsfor which wemade and keptan appointment
Target: 75%Performance: 63.62%Last Year: 55.9%
Total amount of rentowed to us
Target: £1,047,483Performance:£1,113,261Last Year: £1,102,477
Typical time taken for anon-urgent repair
Target: 15 daysPerformance:24.9 daysLast Year:14.65 days
Percentage of urgentrepairs completed witime limits
Target: 98%Performance: 96.02%Last Year: 97.63%
Proportion of rentcollected
Target: 98.6%Performance: 97.74%Last Year: 98.51% Number of homes
benefiting fromhomeimprovements
Targeted Homes: 4,423Performance: 4,044Last Year: 2,360
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please contact Chris Patterson on 643 7736 or email [email protected]
es - how we performed
Target achieved
Target not achieved,better than last year
Target not achieved,worse than last year
ithin
Typical timetaken to letan empty home
Target: 50 daysPerformance: 49.06 daysLast Year: 55.37 days
Tenants satisfiedwith the repairsservice on a scoreof 1 to 10
Target: 8.2Performance:8.11 (April-November)Last Year: 8.06
Number of emptyhomes available forletting
Target: 230Performance: 233Last Year:Not available – newperformance measure
main role is to raise issues ofconcern at the area housingforums.
During the last year, we have alsobeen involved in discussionsabout the new joint venturecompany being set up to carryout repairs to your homes andplayed an active role in the plansto improve sheltered housing.
Tenant representatives aresupporting all the newinvolvement activities beingintroduced by North TynesideHomes.We are taking part ineach of the new service groupslooking at the repairs, estate
Do you want to ask questions orget advice from your tenantrepresentatives on any mattersrelating to your home or housingservice?
Come along to:The Tenant RepresentativesAnnual General Meeting -Saturday,April 25 at theVillage Hotel, Silver FoxWay,Cobalt Business Park.Refreshments 10-30am(11am start, 1pm finish)
Tenant representatives are councilhouse tenants like you. Eachneighbourhood can choose whotheir tenant representative is. Our
management and involvementservices, as well as continuing ourwork on the Respect Group,looking at anti-social behaviourissues.
At our annual meeting, we willreport on all our activities overthe last year, and our plans for thefuture. So come along and give usyour support. Everyone iswelcome!
For more information, contact643 7749 or email:[email protected]
Kevin FlynnChair of tenant representatives
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AGM is open to you
270mm depth, you could savearound £205 a year on yourheating bills.The environmentbenefits too as this insulationsaves around 1 tonne of carbondioxide (CO2) each year.
Who will benefit?We have around 5,000 homesthat require additional loftinsulation. We have made acommitment to tenants that, aspart of the “Better Homes –Better Lives” improvement works,we will carry out loft insulationworks to 3,000 properties by
As part of our commitmentto lowering tenants fuel billsand reducing carbonemissions, we have joinedforces with North TynesideWarmzone to install loftinsulation in council homesacross the borough.
Why do I need my loft insulated?Experts have calculatedapproximately 25% of heat insideyour home will escape throughyour roof if your loft is notproperly insulated. Loft insulationacts as a blanket, trapping heat inyour home and saving you cash!
How much will I save?If you have no loft insulation andwe install the recommended
October 2009 with the remaining2000 properties completed in2010.
This will save our tenants morethan £1m per year in reducedfuel bills and will reduce the area’scarbon dioxide (CO2) by over5,000 tonnes per year.
Who will get the work?This work is targeted at homesthat are occupied by tenants whoare on low income and who haveless than the recommended levelof insulation.The investment teamwill contact those who qualify forit before any work takes place.
If you would like moreinformation, contact us on643 2305 or email:[email protected]
Help to cut your fuel costsin partnershipwith
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Do you want your garden to looklike this but just don’t knowwhere to start? Well, we couldhelp you.
In addition to our summer gardencompetition, we are giving youthe chance to win a gardenmakeover!
Simply send a photo (or contactus and we’ll take the photo foryou), of your garden and a lettertelling us why you would like towin the garden makeover of yourdreams. It’s that simple.
We’ll pick out the lucky winnerand the makeover is yours. Sendyour entry to The InvolvementTeam, Harvey Combe,Killingworth, Newcastle uponTyne, NE12 6UB
Closing date: March 31
Win a gardenmakeover
and judging will take placeduring July.
If you are unable to takepart, but would like to beinvolved, you can volunteerto be a judge.
For more information,contact Dave Murphy on643 7279 or NadineStewart on 643 7744.
Calling all green-fingeredgardeners – with summerfast approaching, it’s time toget ready for this year’sNorth Tyneside in Bloomcontest.
The competition includescategories for tenants withsmall, medium or largegardens. The closing datefor entries is Friday, June 12
Bloomin’ marvellous!
You will be notified of your date.Don’t forget the judges will need access to yourgarden!Please return this entry form to:Dave Murphy,Project Co-ordinator,Clean Neighbourhoods,Harvey Combe,Killingworth,Newcastle Upon Tyne.NE12 6UB.
Name of tenant as entrant
Name of contact (if different)
Address
Small Garden
Medium Garden
Large Garden
Gardener’s world
Post Code Tel No
Get involved . . .make a difference
16
Events programme
The dates of the courses below areto be confirmed but we still want tohear from you if you want toreserve a place.
May – what does the council spendyour rent money on?Run by North Tyneside Homes.
June – basic first aidRun by St John Ambulance.
July – dealing with anti-socialbehaviourRun by North Tyneside Homes andtenants and residents of the RespectGroup.
And did you know…The Adult Learning Alliance runsfree courses in computing (includingsafe internet shopping), English andMaths.VODA (VoluntaryOrganisations DevelopmentAgency) also runs various coursesfor community groups. For moreinformation, ring us on 643 7749.
March 24 -Whitley BayYoungPersons Centre, HillheadsMarch 27 - St Aidans Church Hall,North ShieldsMarch 31 - JohnWillie SamsCentre, Dudley
All the sessions run between9.30am to 1pm
Decorating tips from B&QGiving your home a new look for2009? This course is suitable forthose who want to do a bit ofhome decorating and would like topick up some tips and skills from theexperts.May 19: 6pm to 7.30pm at theB&Q Hypermarket.
Basic DIY from B&QWonky shelves? Never got the righttools for the job? Get expertadvice on what you need and howto do all those little jobs around thehouse.July 21: 6pm to 7.30pm at the B&QHypermarket.
We have put together a programmeof events and activities for you totake part in over the next fewmonths.
All the events are free and we willcover all reasonable travel and carecosts. For more information or tobook your place, contact theinvolvement team on 643 7749.
Gardening Tips from B&QHave you got green fingers?Pick up some tips and skills from theexperts on this taster sessiondesigned for beginners.March 24: 6pm to 7.30pm at theB&Q Hypermarket.
Coping with the Credit CrunchWould you like free moneymanagement and debt advice? Thenwhy not come along to one of oursessions to see if we can help.Thesessions include a live theatre showon managing money by the ShontalLive Theatre Company.
If you are interested in getting involved, contact us on643 7749 or email us at [email protected]
17
Congratulations to Boband Anne Carpenter, fromBattle Hill, who are thelucky winners of our prizedraw.The answer to thecompetition was we have16 estate caretakers tocover the borough.Thanksto everyone who entered.
In this edition, we aregiving away another £10high street voucher.
To be in with a chance ofwinning, simply answer thefollowing questioncorrectly and you will beentered into the prizedraw.
What can you dobetween 7.30am and 8pm,Monday to Friday?
You can email your answerto: [email protected] post it (with yourname and telephonenumber) to:The Involvement Team,Harvey Combe,Killingworth,Newcastle upon Tyne,NE12 6UB
CompetitioncornerA new watchdog has been
set up to improve thestandard of council andhousing association homes.
The Tenant Services Authority(TSA) is the new regulator forhomes owned by housingassociations and co-ops. Fromspring 2010, they will also beresponsible for local councils.
The TSA is currently drawing up anew set of standards for all sociallandlords.The authority willmonitor the standards and takeaction against landlords who failto achieve them.
As part of the process, the TSA islistening to tenants across thecountry to find out what theywant to see in the new standards.
A group of our tenants joined inthis national conversation by
At your service!
attending a regional event inDurham in February.
Bev Amers, from Burradon, said:“We discussed a range of topicscovering rents, repairs and estateissues.
“It was very interesting hearingtenants’ views from across theNorth East and sharing thedifferent experiences of ourhousing services.”
The TSA plans to develop thenew standards, based on theconsultation with tenants andlandlords, during the next coupleof months.You can get moreinformation about the work ofthe TSA online atwww.tenantservicesauthority.org
TENANTSERVICESAUTHORITY
TSA
“Spot on!” was the opinionof MrsWiseman fromNorth Shields at one of orrecent Better HomesExhibitions.
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Bigger and better!
The four exhibitions attractedover 570 tenants, which let themfind out more about the majorimprovement works planned fortheir homes from April onwards.
The exhibitions included amock-up of a kitchen andbathroom, displaying choices inworktops, doors, tiling and taps.
In the meantime, if you would likemore information about theBetter Homes programme – andhow you can get involved –contact the involvement team on643 7749 or email:[email protected]
Staff fromWarmzone gave adviceon saving energy and arranged
surveys with tenants to check ontheir insulation needs.
Everyone who came to theexhibitions was asked to fill in afeedback form.
Tenants were asked to vote on achoice of fire and surrounds.TheUPVC doors and windows werealso displayed so people could trythem out and view the choicesavailable.
An occupational therapist wasavailable to make sure anychanges to tenants’ homes tookinto account their health needs.
An asbestos expert was also onhand to answer any questions.
You can get informationand advice about asbestosin a new leaflet producedfor all tenants andleaseholders.
Asbestos was widely used inbuilding materials from the 1930suntil the late 1990s.This means itmay be present in a lot ofhomes but if left undisturbed itdoesn’t usually cause a problem.
If we are planning anyimprovements to your home, wewill arrange for an inspection toidentify any possible asbestosbeforehand.
• Textured coatings on ceilingsand walls (such as ‘artex’)
• Insulated pipes• Floor and ceiling tiles
Asbestos is very hard to identifyso our advice is to contact us ifyou are planning any DIY or areconcerned about the conditionof any possible asbestos in yourhome.
Remember, as long as asbestos isnot damaged it won’t be a risk.
For more information or a copyof the new leaflet, contact us on643 2305 or visit any customerservice centre.
If you are carrying out DIY workyou do need to be careful, as itcan be present in things like:
19
HOMESNorth Tyneside
A guide to asbestosin your home
Working closerwith communities www.northtyneside.gov.uk
Asbestos – do not disturb
To make sure that all ourcouncil homes meet thegovernment’s DecentHomes target by 2010, weare spending £35m as partof our ‘better homes, betterlives’ programme toimprove another 6,000homes across the boroughfrom April 2009.
In total, the better homes teamwill be delivering:
• 1,900 new kitchens• 1,900 new bathrooms• 2,600 electrical upgrades
• 1,574 new boilers• 115 new roofs• 2,150 new windows and doors• 2,000 loft Insulation top-ups
All tenants who are having workcarried out in their home thisyear have been told - and to helpexplain the work in more detailwe have produced a range ofleaflets explaining each scheme.
If you would like a copy of any ofthe leaflets or have any questionsabout the improvement work,please contact the HousingInvestment Team on643 2305 or email:[email protected]
Doing the DECENT thingKey councilphone numbersGeneral enquiries0845 2000 101Jobs at the council0845 2000 101Housing repairs0845 2000 102Envirolink0845 2000 103Council tax and benefits0845 2000 104Racial harassment0845 2000 105Payments0845 2000 107
2020
Leaseholdernews
Following discussions of theleaseholder group, we havedrafted the followingservice standards.We nowwant your views.
We will:
• Paint the communal areas ofyour building, every five years.
• Send you an annual invoice foryour service charges, settingout the available paymentmethods.
• Carry out a 30-dayconsultation process on majorworks costing more than£250.
• Invite you to a leaseholderforum twice a year.
• Send you a quarterlynewsletter.
• Provide new leaseholders witha welcome pack.
The forum also agreed thefollowing advice should be givento leaseholders.
• Read your lease carefully tomake sure you understandwhat your obligations andresponsibilities are.
• Tell us if you decide to sellyour lease or rent yourproperty to another person.
• Report any repairs that we areresponsible for.
• Arrange to pay your invoicewithin 28 days of receiving it.
• Contact the Leasehold Team ifyou are having difficulties inmaking payments.
Buying your home –new standards
We want your views on newservice standards for the Right toBuy service:
We will:
• Send a Right to Buy applicationpack, within two working daysof request.
• Let you know if you have theRight to Buy, within four weeksof receiving your completedform.
• Send you an offer noticewithin eight weeks for afreehold property and 12weeks for a leaseholdproperty.
• If you have been refused theRight to Buy, we will tell youwhy, within four weeks ofreceiving your applicationform.
• Give you a valuation for yourproperty within 12 weeks ofreceiving your applicationform.
Leaseholder forum
Join us at our next meeting onMay 11 at the council offices,Quadrant (6pm start).You canget involved and share your viewsabout the leasehold service.Therewill also be a presentation onhow we are working to improvethe service and an update on theconcerns raised at the previousmeeting in November.
If you want to tell us what youthink about any of the draftstandards, or if you would like toattend the next leaseholderforum, please contact Ian Hearnon 643 7540 or [email protected].
Meet the Leaseholder Team:Left to right: Pauline Bird, KarenGill, Ian Hearn and Helen Quinn.
21
Tenants set the standardTenants are helping toimprove estate servicesthrough the new Estatesand Tenancies ServiceGroup.
The group, made up of tenantsfrom across the borough, islooking at how to tackle thepriorities raised at ourconsultation events.
It has suggested service standardsfor some of the key areas ofconcern raised by tenants.Theirsuggestions are listed here andwe would welcome yourcomments.
Priority – housing officers shouldbe more visible on estates.
Suggested service standards:
• Housing officers will carry outestate walkabouts, involvingtenants, in all areas every threemonths.
• We will also carry out estatewalkabouts every two monthson estates you have identifiedas needing more frequentvisits.
• We will publicise details ofyour local housing teams in
Housing Matters once a yearand provide details incustomer service centres onrequest.
Priority – housing officers shouldtake a lead role in estatewalkabouts and report issues toother services and agencies.
Suggested service standard:
• We will report issues identifiedon estate walkabouts within 48hours.
Priority – tackling uncleanestates and untidy gardens.
Suggested service standards:
• We will publicise informationin Spring and Autumn aboutthe help available to maintaingardens.
• We will ensure graffiti isremoved within 48 hours ofbeing reported.
• We will ask for offensive graffitito be removed immediately.
Priority – housing officers shouldvisit all new tenants.
Suggested service standard:
• We will visit every new tenantwithin six weeks of moving in.
Once agreed, tenants and housingofficers will monitor thesestandards to make sure they arebeing met in all parts of theborough.
If you have any comments orsuggestions, or you would like tojoin the group, we would like tohear from you. Please ring theInvolvement team on643 7749 or email:[email protected] more details.
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Walkabouts are a great opportunity for you to point out the things thatyou think need tackling in your area. They are held every three months.Join our staff as they go on tour. (The name of the estate is followed bythe place to meet.)
Join us on a tour
Before Aft
er
South East estatewalkabouts
North ShieldsAll 9.45am start
Chirton – Simpson Street (April8), Balkwell – 2, Central Avenue(April 14),NewYork/Guisborough Drive – 1,Guisborough Drive (April 16),Balkwell – HeatonTerrace/TheQuadrant (April 22), Greenlea –Adderstone Gardens/WarentonPlace (April 29),West Chirton –1, Craster Road (May 6),NorhamRoad North – Norham RoadNorth/Darras Drive (May 13),Barnstaple Road – 1, BarnstapleRoad (May 19), Tynemouth/EastEnd, North Shields – SpanishBattery (May 21),West Chirton
–Wark Avenue/Langley Road(May 26), Garrick Close/PhoenixChase – Garrick Close/DruryLane (May 27),Whitehouse Lane–Whitehouse Lane/SherbourneAvenue (May 28),North Shieldstown centre – Morgan House(June 4),West Chirton –Chollerford Avenue/Falstaff Road(June 9), Lynn Estate –Netherton Avenue shops (June11),North Shields – CarltonCourt (June 16), AlwintonAvenue – AlwintonAvenue/Whitehouse Lane (June23), PrestonVillage – Argyle Place(June 25).
MeadowWellAll 1.30pm start
North MeadowWell – AvonAvenue shops (April 2), Percy
Main and East Howdon – BurdonStreet/Brunton Street (April 23),Minton Lane – outside RiversideCentre (May 14), South MeadowWell – 18, BanburyWay (June11).
SouthWest estatewalkabouts
HowdonHigh Howdon – Beal Gardenscar park (10am, April 8), Rosehill– outside Fern Dene on ThreapGardens (10am, April 22),MartinRoad/Willington Quay – MartinRoad/Rosehill Bank (10am, May6), Churchill Street – outsidecouncil offices (10am, May 20),Holy Cross – St Hilda’s Avenue
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For more details about the walkabouts in yourarea, contact your patch manager:
John BelfieldBattle Hill andWallsend 643 7690
IanWilkinsonHowdon 643 7699
Ray RyanNorth Shields 643 7929
Dave McKennaMeadowWell 643 7720
Bob DavidsonWhitley Bay and Shiremoor 643 7591
GaryWilsonLongbenton, Benton,Forest Hall and Holystone 643 7632
Shaun CreabyKillingworth, Burradon,Annitsford, Dudley, Fordley,Wideopen and Seaton Burn 643 7620
shops (10am, June 3), HenleyGardens/Ridley Avenue –Denbigh Avenue/Windsor Drive(5.30pm, June 17).
Battle Hill andWallsend
Hadrian Park/Battle Hill/CoastRoad – Broadway Court (10am,April 8, following on – meet atJolly Bowman car park, 11.15am),Hedley Place/RawdonCourt/Carville Court – footpathto 1, Hedley Place (10am, April15, following on – meet outsideEden Court, 11.15am), High FarmNorth – Chicken Road shops(4.30pm, April 22), High FarmSouth – Bedford Avenue shops(4.30pm, May 13), Central BattleHill and The Dene – Lidl car park(4.30pm, May 20, following on –meet at Bude Court, 5.30pm),Brighton/Bowness/Bodmin – JollyBowman car park (4.30pm, June10),Westmorland Estate – CrossAvenue/Strawberry Gardens(4.30pm, June 17).
North East estatewalkabouts
Whitley Bay and Shiremoor
Moorside Estate – Price Ryteshop on Station Road (10am,April 16), Shiremoor: ParkAvenue/Grange Estate – Sparstore, Park Lane (10am, April 30),Beaumont Park – Clifton Court(9.15am, May 13),Wellfield –Otterburn Court (11.15am, May13), Seatonville – Roker Avenue,opposite car showroom (9.30am,May 21),Murton – Sherwood(11.15am, May 21),Monkseaton– Rosebery Court (9,30am, May27), Backworth: CastlePark/Church Road – EcclesCourt (9.30am, June 16),
Cullercoats – Community Centre(9.30am, June 24).
NorthWest estatewalkabouts
Annitsford, Dudley, Fordley,Seaton Burn andWideopen
Annitsford – 2, Bridge Cottages(4pm, April 1), Dudley – 1,Weetslade Road (9.30am, April2), Fordley (inc NorthernTerrace) – 1, Fern Drive (2pm,April 7), Seaton Burn – 1, OakStreet (10am, April 9),Wideopen– 1,Warkworth Drive (9.30am,April 15).
Killingworth
Camperdown/Burradon – 1,Allanville (10am, May 6),Killingworth (West Bailey) – 1,
Deepdale Gardens (2pm, May12), Killingworth (East Bailey –Garth 20 to 30) – 1, Garth 20(10am, May 21).
Longbenton, Benton,Fairways and Forest HallAll 10am start
West Farm Avenue – ChestersCourt (April 7), Goathland –Hailsham Avenue Flats (April 16),Lansdowne/GranvilleAvenue/Hillary – Granville Drive(April 21),West Farm AvenueWest – Somervyl Court (May 7),Goathland and Fairways –Hailsham Avenue Flats (May 12),Clousden Hill/RocketWay – 2,Ivy Road (May 21),West FarmAvenue – Charnwood Avenue(June 9), Balliol/Glebe/LynholmGrove – 2, Albert Terrace (June18), Palmersville/Holystone – 1,Palm Court (June 23).
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We can provide Housing Matters in other languages and in different formats, such as largeprint, Braille or audiotape.
For more details, please contact us on:Telephone: 643 7749 SMS(Text Messages): 07855 417 413Fax: 219 2403 E.mail: [email protected]
Ne mund ta ofrojmë këtë informacion në gjuhë tëtjera dhe në formate të ndryshme si në shkronja tëmëdha, në një formë të shkruari për të verbërit osenë kasetë dëgjimi. Për informacion të mëtejshëm, julutem na kontaktoni në
Telefon: 643 7749SMS(Mesazhe me anë të tekstit): 07855 417 413Faks: 219 2403E.mail: [email protected]
Albanian
Russian
Bengali
Hindi
Urdu
Cantonese
Farsi
Polish
Tel.: 643 7749SMS: 07855 417 413Faks: 219 2403E-mail: [email protected]
643 774907855 417 413219 2403
643 774907855 417 413219 2403
643 774907855 417 413219 2403
643 7749
07855 417 413
219 2403
643 774907855 417 413
219 2403
643 774907855 417 413219 2403
