Issue 12-customer_news_spring2008

Stockportat homeStockport Homes’ Customer Newsletter Issue 12: Spring 2008

CustomerConference2008page 4

Are youstruggling withdebt?page 30

‘Skills for Life’ -free customertrainingpage 7

Why not take part in our annual Gardening Competition?- Details on page 23

Stockport at home - Spring 2008 Issue 12 www.stockporthomes.org2

Hello everyone,

You will be receiving thisnewsletter not long afterreceiving notification ofyour rent and charges fornext year; my guess is it’snot the best time to feelgood about your landlord!

While many of you will haveseen a notable increase, thereare a number of things toappreciate.

• Stockport has the secondlowest Council house rentsin the North West; eventhough we have the highestrated landlord service (threestars with excellentprospects for improvement).

• The rents in Stockport aresignificantly influenced bythe Government. In reality,more than £1 millioncollected here in Stockportgoes back to theGovernment and is notspent on services inStockport.

• Two additional non-paymentweeks have been

introduced this year,following consultation withcustomers. This will makeyour payments seemslightly higher, but you canchoose to spread thepayments more evenly bypaying on the non-paymentweeks as usual. Please seepage 29 for more details.

I know it is alwaysdisappointing to have to paymore for a service, but I hopeyou can see we are making adifference. Please be assuredthat we are doing all we can tomake the most of the moneywe receive to ensure it goesfurther.

Best Wishes,Helen McHaleChief ExecutiveStockport Homes

Customer Conference 2008

New ‘Skills for Life’ trainingprogramme

Victoria Park signs up to‘Good NeighbourAgreement’

4

7

14

ContentsGardening Competition 2008

Board update

Are you struggling with debt?

23

27

30

First new homes to be built andowned by Stockport Homes (for rent)In a first for Stockport Homes, new homes for rent are being built in theBrinnington area of Stockport, which are to be owned and managed byStockport Homes.

Stockport Homes was awarded just over £1 million by the HousingCorporation (a Government body) to build 17 new homes on Dorset Avenuein Brinnington. We hope to bring you more information in the next issue, sowatch this space.

Chief Executive’s column

CustomerContributionsfor Stockportat homeDo you have a good ideafor an article?

Are you interested injoining our customernewsletter editorial panel?

If so, we would like tohear from you.

To submit an article for the newsletteror to find out more about the customernewsletter editorial panel, pleasecontact:

Jane WresdellMarketing and CommunicationsManagerTel: 0161 474 2863 orEmail:[email protected]

“

3Stockport at home - Spring 2008 Issue 12www.stockporthomes.org

Board column

“

Welcometo theSpringissue ofStockportat home.

I first got involved with Stockport Homesas a member of the Shadow Board in2005. I am also a Councillor and haverepresented the Hazel Grove ward since1990.

As well as sitting on the Board, I am also ontwo of the Board Sub-Groups; HumanResources and Finance and Audit. As amember of the Finance and Audit Sub-Groupwe receive a range of information relating to thefinancial performance of the organisation. Thisincludes the annual budget, reviewing theannual accounts, monitoring financial activity,ensuring that the organisation is audited andpromoting Value for Money practice across theorganisation. Value for Money is a key priorityfor the organisation and the Board has justapproved a new strategy. This is important froma customer viewpoint, as it gives youreassurance that we are delivering high qualityservices efficiently and effectively.

The Board is made up of four Independents,four Councillors and five seats on the Board arefor Tenants. If you are interested in gettinginvolved there will shortly be Tenant Boardmember vacancies, more information isincluded on page 27.

Best wishesCouncillor Christine CorrisMember of Stockport Homes’ Board


Customer Involvement news

This years Stockport Homes’ CustomerConference will have a ‘Green Theme’and will be linked to a number of otherevents leading up to a ‘grand finale’ onSaturday 19 July 2008 at StockportCounty Football Club, Edgeley Park,Stockport. As always, it will be informal,interactive and fun!

Events leading up to the day will include:

• Judging of the annual GardeningCompetition – prizes will be presented at theConference (see page 23 for details).

• The children’s picture competition will bejudged by customers at the Conference. Allchildren who enter will be invited to attendthe prize giving.

• Three ‘Green’ themed courses in the ‘Skillsfor Life’ customer training programme (seepage 7 for details).

• Estate Walkabouts – two in the East Areaand two in the West Area. (Please see the‘Dates for your diary’ booklet included withthis newsletter for more details).

At this yearsConference we’ll belooking at the manyways that customersare involved withStockport Homes inmaking their estatesand neighbourhoodsa nicer place to live;it’s not just aboutGrounds Maintenanceand Anti-SocialBehaviour!

We want to look beyond that at things likeenergy saving schemes and recycling, whichboth have an effect on the environment and,ultimately, your street or neighbourhood.

We also want to attract a wider range of peopleto these events so, hopefully, there’s somethingfor everyone!

Everybody who attends any of the eventsleading up to the Conference will receive araffle ticket (one ticket for each event). Theraffle tickets will then be entered into a freeprize draw and the winners will be drawn at theCustomer Conference.

You can book your place for the Conferenceand/or the other events by completing thebooking form on the flyer enclosed with thisnewsletter. For more information, pleasecontact the Customer Involvement Team on0161 474 2862 or [email protected]

‘Green and cleanneighbourhoods’

Customer Conference 2008


Hello and welcome to the YTG! Our group ismade up of Stockport Homes’ customersaged between 18 and 30 years old who careabout the estates they live on. Our main aimis to help improve services at StockportHomes from a young persons’ point of view.

You will get a £5 high street voucherevery time you attend a meeting that youcan spend in places like HMV, New Look,Boots and various food outlets.

We hope to see you at the next meeting, formore information please contact Julie Nelsonor Stella Cook on 0161 474 2862, text us on07891 949 155or email us [email protected]

Our main priorities for the current year are:

• creating a more positive image of youngtenants in Stockport;

• creating new and interesting ways of gettinginformation on Stockport Homes’ servicesout to other young people;

• monitoring our estates from a youngpersons’ point of view;

• identifying areas of our local communitiesthat need improving and helping to improvethem;

• helping young people to be successful intheir tenancy and raising awareness of theissues that young people face; and

• having some fun and getting to know eachother better!

If you are aged between 18 and 30 yearsold and have an interest in making yourarea a better place to live, please comealong to our next meeting.

ytg take a trip to the

Chinese buffet

Introducing...

Darren, Lorraine,

Donna, Nikki, Tina,

Jeremy, Diana and Faye.



The Customer InvolvementCustomer Action Group (CICAG)During the last three years the CICAG has seen many developments and improvements. Thisarticle has been produced based on comments from four customers who have regularly attendedthe CICAG over the last three years – Aline, Andy, Dave and Keith. Thank you for your continuingsupport, which helps us to improve our services.

Three years later…

Meetings are alternated between the afternoonand evening to suit everybody.

Venues, transport, refreshments and any otherspecial requirements have been improved tomeet the needs of customers.

Each meeting starts with a welcome andintroductions. The chair of the CICAG meetingis now a customer volunteer to encourageother customers to participate.

The procedure has been reviewed and thewalkabout dates are well advertised in ‘Datesfor your diary’ and at Area Housing Offices.Housing Officers are much more responsive torequests from customers and their feedback ismuch more robust. A customer has also beeninvolved in the review.

The 2007/8 programme included computercourses at Stockport College, and they’ll berepeated in 2008/9 along with visits toDebdale Eco Centre and Woodbank Nursery.See page 7 for more details.

The 2008 conference is on 19 July with a‘Green’ theme and there will be a number ofpreceding events that link to it, for example,Estate Walkabouts, visit to an Eco House, andthe Gardening Competition to encourage morepeople to take part. See page 4 for moredetails.

We’re no longer ‘knitting fog!’.

In the beginning, customers said…

Meetings should be held at the mostconvenient times for customers.

Arrangements for meetings were very basic,which sometimes made them difficult toaccess and unwelcoming.

Everyone who attends Customer ActionGroups (CAGs) should have an opportunity totake part in the discussions.

Estate walkabouts were introduced, butweren’t very effective at the start.

The customer training programme shouldinclude computer training and gardeningskills.

Following the 2007 Customer Conference,customers asked why more people don’tattend and when the next one will take place.

It was like ‘knitting fog’ at the beginning.

For more information about the Customer Involvement Customer Action Group, pleasecontact a member of the Customer Involvement Team on 0161 474 2862 or [email protected]


New ‘Skills for Life’Free Customer TrainingDid you know that free trainingcourses are offered to allStockport Homes’ customers?There is a wide range ofcourses, so there’s somethingto suit everyone!

All the courses available between May andOctober 2008 are detailed in the ‘Skills for Life’leaflet enclosed with this newsletter. We will berunning another programme from October 2008to April 2009. This gives us more opportunity tore-run the most popular courses and find outabout others that you would like us to run.

This year we have changed the format of thetraining programme, through consultation withyou. We have grouped the courses into colourthemes so if you like one of the courses in agroup, you might be interested in the others.

PINK = IT Courses, for example, CLAIT(Computer Literacy and InformationTechnology)

GREEN = Eco Courses, for example, EcoGardening

BLUE = Tenant or Community Group Courses,for example, Presentation Skills

ORANGE = Getting to know Stockport Homesmore, for example, Visiting the Repairs ContactCentre

YELLOW = Courses for you and your family,for example, Emergency First Aid

Places will beallocated on a firstcome, first servedbasis. If you havedifficulty gettingto any of thevenues, we canarrangetransportationfor you.

It’s really simpleto book on acourse, youcan either:

• fill in the booking form and return it in thereply paid envelope provided;

• call us on 0161 474 2862;• text us on 07891 949 399;• fax us on 0161 474 2869;• email us [email protected];or

• log on to our website and fill in the onlinebooking form at www.stockporthomes.org

For more information about any of the courses(or if there is a course that interests you, butisn’t available), please call the CustomerInvolvement Team on 0161 474 2862or email us [email protected]



At Stockport Homes we aimto make sure all ourcustomers have plenty ofopportunities to comment onour services in a way thatsuits them. Our ShelteredHousing service is one of themost complicated servicesthat we provide at StockportHomes. Over 300 residents in12 schemes receive specialistsupport from a SchemeManager and Mobile WardenService.

Such an intensive service requires a lotof policies and procedures to be in placeto protect both residents and staff. Manyof these policies are currently beingreviewed. In order to ensure that theyare effective, a working group ofSheltered Housing residents has beenset up who will give their views,comments and ideas on the ShelteredHousing support service.

One representative from each schememeets with Martyn Shaw, Acting OlderPersons’ Services Manager, initially on amonthly basis. The group has achieveda lot after only two meetings, as you cansee from the list opposite.

• The Older Persons’ services booklet inthe Customer Handbook has beencompletely re-vamped includingmaking the font larger and replacingall coloured writing with plain blacktext to take account of the fact thatmany residents in Sheltered Housinghave sight difficulties.

• The Sheltered Housing ServiceStandards have been amended andapproved by residents, making themmore user-friendly and measurable.

• Members of the group have decidedthat they would like to help produce aSheltered Housing Newsletter, whichwould give residents who can’tattend meetings or coffee morningsthe opportunity to receive vitalinformation on the service from thecomfort of their own home.

• Members of the group have reviewedthe Residents’ Information Pack.

Stockport Homes’ Sheltere


Tony Smith, Chair of Oaktree CourtResidents’ Association andrepresentative on the ShelteredHousing Working Group commented

ed Housing Working Group“I am happy with the set-up ofthe working group, issues getmoved forward and the group‘means something’. We havealready learnt a lot from talkingto residents about theirexperiences and we hope tocontinue to develop the groupover the coming months”.

Get to know the teamHere is the current structure of the Older Persons’ Services Team who provide yoursupport service:

Acting Older Persons’ Services ManagerMartyn Shaw

Older Persons’ Services Assistant ManagerDot Frith

Carecall Supervisors Sheltered Scheme SupervisorYvonne Morris

CarecallMarketing &InstallationOfficer

MobileWardens

ClericalOfficer

Scheme Managers

The minutes from the group are available for anyone to read on Stockport Homes’website or you can contact a member of the Customer Involvement Team for acopy. For information about this or any other customer involvement activity, pleasecontact the Customer Involvement Team on 0161 474 2862 or [email protected]



Day in thelife of…Jane Clayton,Customer Involvement Officer

The job of a CustomerInvolvement Officer is veryvaried, which means no twodays are exactly the same! Thisarticle gives you an idea ofwhat this job involves on a‘typical day’.

The first job every morning is to checkemails. There are an increasing numberof customers who communicate with usby email now. The first email I sent wasto report some fly tipping that I’d seenon my way into work – demonstratingthe value of the Stockport Homes’ EyesWide Open policy!

In the middle of the morning I had ameeting at the West Area Housing Officein Bridgehall to discuss the forthcomingArea Forum. There’s an enormousamount of work that goes into preparingfor the forums. The forums are reallyuseful for exchanging information andconsulting with our customers. Theyattract some of our highest turn-outs ofcustomers – usually over 60 in theafternoon and over 40 in the evening.

My role is to ensure that the venuearrangements have been made,including presentation equipment, taxisare booked for those that need them,and that all presentations are pulledtogether so that we can producehandouts. At this particular Area Forumwe were presenting the GardeningCompetition awards for 2007. Therefore,I also had to make sure we had all thecertificates and prizes ready to presentto the winners and that we had photosof the winning gardens to show tocustomers. Once back in the office, Ichecked my emails and the rest of theday was then spent arranging aresidents’ meeting for the followingmorning and preparing for a networkingmeeting of Customer InvolvementOfficers in Blackburn later in the week.

Hopefully this article has provided youwith a snap shot of what a ‘CustomerInvolvement Officer’ does in a typicalday. If you want to find out more aboutthe work of the Customer InvolvementTeam or how you can get involved,please call us on 0161 474 2862 oremail [email protected]


Leaseholders’ news

Results of theLeaseholders’ Survey 2007Thank you to all customers who returned the2007 leaseholders’ survey. We received 69completed surveys out of the 309 that we sentout, which is a response rate of 22%.

Some of the results from this survey arehighlighted below:

• 41% of respondents have owned theirproperty for between one and five years.

• 60% have found the Leaseholder Guide tobe useful to refer to.

• 75% of respondents said the choice ofpayment methods for the annual servicecharge was either very good or fairly good.

• The majority of respondents (71%) said theywould not like to contribute to an annualsinking fund for major works.

• 49% of respondents felt that StockportHomes was either very good or fairly good atkeeping leaseholders informed of issues thataffect them.

• 68% of respondents said they found staffeither very good or fairly good.

• 57% of respondents said the advice andresponse that staff provided to their querieswas either very good or fairly good.

One of the questions we asked on theleaseholders’ survey was ‘How would you liketo contact us?’ The results of this are show inthe bar chart below.

We will be using the results of this survey to continue to develop the services we provide toleaseholders. We will report the findings of this survey to the Leaseholders’ Customer ActionGroup (CAG). We will also provide more information on improvements in future issues of‘Stockport at home’.

For more information, please contact Tracy Nield, Leasehold Officer on 0161 218 1364or email [email protected]

How would you like to contact us?

Telephone(42 Customers)

Post(28 Customers)

Visit Office(6 Customers)

Email(16 Customers)

Website(4 Customers)

Preferred method of contact

Num

berof

custom

ers

Key


Repairs news

EmergencyRepairsStockport Homes has inplace an emergency repairsservice, which should be usedresponsibly by our customers, onlywhere there is a risk to yourhealth and safety or to preventfurther damage to your home.

The costs involved in running the emergencyrepairs service are far greater than those fornon-urgent repairs.

Some statistics• On average, Stockport Homes attends 165emergency repairs every week.

• The average cost of a repair is £75 – thisequates to £53,200 per month.

• Up to approximately one third of theemergency requests are reported back bythe calling operative as not being an actualemergency.

Examples of recent repairs reported which werenot urgent, include:

Emergency Actual issue foundreported (non-emergency)

No electric Tripped at mains switch

No heating Credit ran out on gasmeter

No heating Thermostat turned down

Shower not working Pull switch for powernot turned on

Tap dripping Repair that shouldhave been reportedduring opening times

As you can see valuable money isbeing spent inappropriately onemergency repairs and could beused better by investing in yourhome.

Please see the ‘Repairs Guide’, which isavailable from your Area Housing Office or lookon our website www.stockporthomes.org for alist of what qualifies as an emergency repair.

Our operatives are also now equipped withcameras and will report back to StockportHomes, where they have attended a non-urgentrequest. This may result in the customer beingrecharged for the whole cost of the operatives’visit.

If you would like any guidance on thismatter please contact TechnicalServices on 0161 474 4407.

Did you know that it costs StockportHomes approximately £28,000 permonth to attend ‘emergency’repairs?

!

Please think before you pick up thephone to report an emergency repair– is it really an emergency?

!


The Repairs Team haveintroduced a new text service,to remind customers when theyhave a repair appointmentbooked. This is proving reallyuseful, particularly fornon-urgent routine repairswhich are appointed up to 20working days in advance. If youdo not have a mobile phonethe text alert will call yourland-line - please do not bealarmed by this! A recordedvoice will say the reminderinformation quoting the dateand time of the appointment.

We have also introduced a new textsatisfaction survey for repairs. This is abrief text message sent soon after therepair is finished to ask if the work hasbeen carried out to your satisfaction.

The service is only for customers with amobile phone and will be gradually rolledout throughout the Borough. This willenable us to provide a quicker responseto any minor issues, before they becomea major one.

Both of these initiatives were introducedafter listening to suggestions from ourcustomers to make their lives a littleeasier.

If you do not want to use this serviceand therefore do not want to bereminded about your repairappointment, please call the RepairsTeam on 0161 474 4407.

In future all new tenants ofVictoria Park will be askedto sign a ‘Good NeighbourAgreement’ when theysign-up to a new TenancyAgreement.

This agreement is the product of months ofpartnership work between Stockport Homesand the Victoria Park Tenants’ and Residents’Association to produce a document that dealswith some of the issues that Victoria Parkresidents have identified as being important tothem.

Pictured below is May O’Brien (the outgoingchair of the Victoria Park Tenants’ andResidents’ Association) with Brian Billingham(the Area Manager responsible for themanagement of Victoria Park), at the signing ofthe agreement on the 28 January 2008.

What doesthis ‘GoodNeighbourAgreement’do?

It asks people to show consideration for theirneighbours by keeping communal areas tidy,putting household rubbish in the chutes andkeeping the noise down. It sets out a list ofexpectations for the tenants of Victoria Parkand the responsibilities of Stockport Homes. Itrepresents a positive step towards combatingAnti-Social Behaviour and establishes aframework for local residents to monitor what’sgoing on, on their estate.

Victoria Park’s new agreement is the first of anew generation of agreements betweenStockport Homes and the residents of itsestates. There are plans to introduce newagreements for estates in Bridgehall,Lancashire Hill and Hollywood Towers, Edgeley.Consultation with local residents in these areasis now underway and we expect that there willbe more news of new agreements being signedshortly. Watch out for details in future issues ofStockport at home.

A full copy of the agreement can be obtainedfrom:

East Area Housing Office, Stockport Homes,1 Berwick Parade, Northumberland Road,Brinnington, Stockport SK5 8LQTel: 0161 474 4372Fax: 0161 406 8377Email: [email protected]


Environmental Development news

Victoria Park signs upto ‘Good NeighbourAgreement’


ImprovingHollywoodTowersAn Action Plan has recentlybeen created for HollywoodTowers. This is a 15-storeytower block, whichcompromises of 123 oneand two bedroom flats nearto Stockport town centre.

The first stage of the action planning processwas to agree on the priorities for the area. Inconsultation with residents, the followingpriorities were identified for Hollywood Towers:

• to reduce Anti-Social Behaviour byresidents or visitors;

• to reduce petty crime/neighbour nuisanceissues;

• to encourage more customers to getinvolved;

• to improve the internal or externalappearance of Hollywood Towers inconsultation with residents; and

• to improve security to the block.

Linked to the priorities, a number of schemeshave been developed through the sustainabilitybudget, which will bring valuable investment tothe area. In the next six months the externalareas will undergo re-development. Thisincludes work to the car park, shrub beds, landto the front of the garages and the receptionarea at Hollywood Towers. There will also bework undertaken to the neighbouring

Hollywood Park through Stockport Homes’joint working with the Big Lottery Fund andFriends of the Park. This will help to renew theplay equipment.

Stockport Homes are now working withresidents to introduce a NeighbourhoodAgreement, which is a positive step topromoting good neighbours. The agreement isa voluntary document between residents andStockport Homes, which focuses onAnti-Social Behaviour within the block, noisenuisance, the internal and external environmentof the block, security, and the cleanliness of theblock. The aim of this is to improve and createa more sustainable community.

We have already managed to complete some ofour tasks within the Action Plan as follows:

• Improved internal appearance to block –painting foyers and flooring.

• Carried out joint initiatives in partnership withPolice to tackle youth nuisance issues in theblock.

• Carried out initial consultation to improveexternal environment and plans are nowbeing drawn up.

For more information about the developmentsat Hollywood Towers, please contact the WestArea Housing Office on 0161 474 4371 or [email protected]

Hollywood Towers


Environmental Development news

Why don’t you try and do your bit forthe environment? Below are five toptips to reducing your waste.

Compost your garden and kitchenwaste. Did you know that eggshells, teabags and the contents of your vacuumcleaner bag can be composted? Keep afood caddy in your kitchen to collectvegetable peelings and other kitchenwaste and then empty it straight intoyour compost bin. To buy a discountedcompost bin, contact the Recycle NowHome Composting Campaign on0845 077 0757 or visitwww.recyclenow.com/composting

There are over 100 differentplaces to recycle acrossStockport. Most havefacilities for recycling glass,cans and paper and atsome you can recycleplastic bottles, cardboard,clothes, shoes and books.

1 Reduce the amount of junk mail you getin the post by registering with themailing preference service. Call 0845703 4399 for an application form orregister at www.mpsonline.org.uk

Say no to plastic bags, use your ownreusable shopping bag.

Use real nappies instead of disposableones. Contact the Real Nappy Helplineon 0845 850 0606 for information onwhere to buy real nappies or visitwww.realnappycampaign.com

Use the Council’s household recyclingcollection service to recycle your glassbottles and jars, food and drinks cans,aerosols, newspapers, magazinesand junk mail. Call 0845 833 4444 if youhaven’t got a recycling box or papersack, or [email protected]

2

3

4

5


Spring CleanIf you’re planning to spring clean your houseand want to clear out any bulky waste; theFurniture Station and St Ann’s Hospice are twocharities who collect good quality furniture,electric cookers, fridge freezers and microwaveovens free of charge.

The Furniture Station 0161 456 0717St Ann’s Hospice 0161 445 7990

The Council also operates a bulky wastecollection service for furniture and fridgefreezers. One item costs £13.60 to collect.

A 60% discount can be given to Stockportresidents who either hold or qualify for a leisurekey. For more information about the leisure key,please call 0845 644 4307 or [email protected]

For the removal of garden waste or buildingrubble, please call 0845 833 4444 for a price.

For more information on the collection of bulkyitems, please contact Environmental Serviceson 0845 833 4444, [email protected] or visitwww.stockport.gov.uk/waste

Household waste - duty of careYour waste -your responsibilityIf you break the law, youcan be fined up to £5,000

Every household produces waste and everyresident is required to make sure that the wastethey produce is disposed of responsibly and inaccordance with the law.

Waste can be anything you own or produce,and you want or are required to get rid of, forexample, garden waste or waste fromrefurbishment work.

The Council attends over 300 reports of flytipping every month, costing the Council Taxpayer £1,000’s every year to clean up.Residents of Stockport can assist in eliminatingthese crimes by thinking carefully about whomthey give their waste to – not simply choosingthe cheapest option.

If waste comes from your own home and youare passing it onto someone who is not arefuse collector you must check that the personyou are handing your waste to is authorised totake it.

You can check this with the EnvironmentAgency online at www2.environment-agency.gov.uk/epr/search.asp?type=registeror by phoning 08708 506 506.

Every person has a ‘duty of care’ to ensure thewaste they produce is managed properly; abreach of this duty of care is an offence, with apenalty of up to £5,000.

For more information, please contactEnvironmental Services on 0845 833 4444,email [email protected] orvisit www.stockport.gov.uk/waste


Sustainability news

A successful funding bid to the Big Lottery inpartnership with Stockport Council, StockportEast and High Peak Cerebral Palsy Society(Stockport CP) and other agencies has resultedin an award of £584,000 from the Big LotteryFund (BLF). This will help to improve children'splay facilities and activities in the Borough. Thefunding will be spread over three years from2008-2011 and is aimed at children aged 13years old and under.

The projects will include:• five new play areas: three in Offerton -

Stansbury Place, Sleddale Close and HalfMoon Lane, plus one in Hollywood Park inEdgeley, and on the Walnut Tree Estate inCheadle Heath;

• supporting the development of playopportunities for children and young peopleliving within Stockport Homes' temporaryaccommodation;

• free holiday play schemes across Stockportevery school holiday covering half terms,Easter, Whitsun and the summer holidays;

• free play activities - 12 sessions per weekfor 50 weeks a year - for children aged fouryears old and over in 14 play deprived areas ofthe Borough, provided by the Council andStockport Homes; and

• support for up to 36 children with a range ofdisabilities aged between five and 13 years oldto attend mainstream play schemes,provided by Stockport CP.

A 'Play Partnership' was set up specifically todevelop Stockport’s Play Strategy - involvingStockport Homes, Stockport Council, StockportCP and other partners. The BLF funding will besupported with resources identified through thePlay Partnership to ensure the maximum benefitfor children and young people living in Stockport.

The Play Partnership developed the Strategy aftertalking to 1,200 children and young people inStockport about how they spend their play andfree time. After listening to people's views onwhere and how they preferred to play, and whatissues stopped them playing, the partnershipdeveloped the five projects mentioned above.

Roger Phillips, Chair of Stockport Homes’ Board,commented,

“Stockport Homes is committed to supportingthe provision of quality and fun play spaces andactivities as part of our strategy to achievesustainable neighbourhoods. This is fantasticnews for all those involved and for the childrenand young people living on our estates.”

For more information about theseprojects, please contact Joanne Cole,Sustainability Manager on 0161 474 2918or [email protected]


Improvingyour localneighbourhoodOver the last twelve months anamazing 56 projects have beendelivered through the EstateImprovement Budget. The projects have ranged fromimprovements to communal areas, to the safety of areasincluding fencing, gates and lighting and improvements toyoung children’s play facilities.

The Estate Improvement Budgetprovides customers with an opportunityto help identify issues within theirneighbourhood and to develop practicalsolutions to deal with these issues withthe help of the Area Teams. Customersat each of the Area Forums agree whichprojects are to be delivered and at eachsubsequent meeting update reports areprovided to show the progress ofprojects. Please see the the ‘Dates foryour diary’ booklet included with thisnewsletter for the next Area Forumsdates.

Last year a number of projects weredelivered in conjunction with customersand other organisations who are workingon our estates to improve the localenvironment. These projects included

improvements to young children’s playareas at Lancashire Hill andimprovements to the communal area atDurham House, Edgeley.

These projects were delivered inpartnership with the Groundwork Trustand the Landscape and Developmentsection of Stockport Council.

For 2008, customers have beenidentifying projects and work to developthese projects is now underway acrossthe Borough.

For more information, please pick up acopy of the ‘Estate ImprovementBudget’ leaflet from you Area HousingOffice or visit our websitewww.stockporthomes.org


Anti-Social Behaviour news

Positive Action againstAnti-Social Behaviour (ASB)In each issue of‘Stockport at home’ weprovide you with abreakdown of thedifferent types of legalaction we tookthroughout the year.

Stockport Homescontinues to driveforward, taking legalaction against theperpetrators of ASB.

Opposite is a breakdownof our legal actions for thefirst three quarters of theyear with our most recentlegal actions included (inthe quarter October toDecember 2007). The tableshows how the number oflegal actions has increasedeach quarter to 27 inquarter 3.

Type ofLegalAction

NoticeSeekingPossession

Notice toTerminate(IntroductoryTenancies)

Notice toExtend(IntroductoryTenancies)

DemotionNotices

SuspendedPossessionOrder

OutrightPossessionOrders

Evictions

Injunctions

Undertakings

Anti-SocialBehaviourOrder(ASBO)

Total

April –June2007(Qtr1)

4

1

1

2

1

1

1

5

3

0

19

July –September2007(Qtr2)

2

2

0

5

1

0

0

11

1

3

25

Total -Yearto date

12

4

1

9

2

1

3

27

5

7

71

October –December2007(Qtr3)

6

1

0

2

0

0

2

11

1

4

27


Focus on......Demotion orders

In each issue of ‘Stockport at home’ we aregoing to tell you more about what each type oflegal action means. In this issue we are goingto focus on demotion orders. A demotion orderallows Stockport Homes to apply to the courtsto reduce the security of tenants.

A demotion order removes a number of rightsfor a customer, including the right-to-buy andthe right-to-exchange. A demotion order lasts

for one year, unless proceedings for possessionare issued within that time.

A demotion order gives a serious warning tothe tenant that, if they continue to misbehave,swift action will be taken to seek possession oftheir home.

In the first three quarters of 2007/8, StockportHomes have issued nine demotion notices.

If so, Stockport Homes are runningmonthly Anti-Social Behaviour surgeries atFirst House, Brinnington, and at the WestArea Housing Office at BridgehallCommunity Centre. At the surgery you willhave the chance to discuss any concernsyou have, or seek advice from anAnti-Social Behaviour Officer.

First House(East Area Housing Office)Tuesday 29 April 2008 - 11.00am – 12.30pmTuesday 27 May 2008 - 11.00am –12.30pm

To book an appointment at First House,Brinnington, please call the East Area HousingOffice on 0161 474 4372, or [email protected]

Bridgehall Community Office(West Area Housing Office)Wednesday 30 April 2008 - 11.00am – 12.30pmWednesday 28 May 2008 - 11.00am – 12.30pm

To book an appointment at BridgehallCommunity Centre, please call the West AreaHousing Office, on 0161 474 4371, or [email protected]

Do you want advice aboutAnti-SocialBehaviour?

Anti-Social Behaviour surgery dates are:


Always there whenyou need us...

CarecallAll alarm calls received andmade from the centre arerecorded.

• Independance• Reassurance• Peace of mind

A rapidresponseservice forolder orvulnerablepeopleDirect link 24 hoursa day 365 days a year

For more information or afree Carecall demonstrationin your home ring Carecall

F R E E P H O N E

0500 130 585or write to:Carecall, Stockport Homes,Unit 9, Southside, BredburyPark Industrial Estate,Bredbury, Stockport SK6 2SPor email:[email protected]

Home safety initiativePlease complete the check list below by ticking theappropriate answer. Please note: You do not need topost this form to the Greater Manchester Fire andRescue Service.

1. Do you have a working smoke alarm fitted? Yes No

2. Do you have an escape plan for all members of thehousehold? Yes No

3. Is there any member of the household (for example, infantor elderly or disabled) who would require assistance toescape from a fire? Yes No

4. Have you ever had a fire or near miss in the home, forexample, fallen asleep with a lit cigarette, cooking fire orcandle? Yes No

5. Are there any smokers in the home? Yes No

6. Do you use an electric or gas cooker? (tick both forcombination cookers) Electric Gas

If you have ticked two or more of the above highlightedboxes, you are eligible for a free Home Fire RiskAssessment by Greater Manchester Fire and RescueService.

Simply contact:Greater Manchester Fire and Rescue ServiceStockport Borough Command HeadquartersWhitehall Street WestStockportSK4 1NRTel: 0161 608 5426

Or alternatively, phone Freephone 0800 555 815, or visitwww.manchesterfire.gov.uk and follow the appropriatelinks for your free Home Fire Risk Assessment.

‘Targetfire’ Greater Manchester

Fire and Rescue Service


Building on the success of the last two years Stockport Homes are organising thethird annual gardening competition 2008. If you are a tenant, leaseholder or householdmember of Stockport Homes then you are eligible to take part. There are a number ofdifferent categories to ensure everyone can take part if they wish.

The gardening competition categories include:• best garden;• best communal garden (a shared garden between a

number of customers/leaseholders);• best container (for an individual or small group of containers,

so if customers only have a balcony or small garden they can still take part); and• best fruit/vegetable garden.

There is also a children’s category:• children’s picture competition (for children aged 16

and under to draw a picture of a garden).

You can enter on your own behalf or nominate someonewho you think deserves some recognition for theirwork.

There will be first, second and third prizes for allthe gardening competition categories in the Eastand West areas. Prizes for all categories will beawarded in garden centre vouchers. The overallwinners will be automatically entered for the ‘bestin the Borough’ category.

The closing date for entries is 30 May 2008for Garden entries and 30 June 2008 for

children’s picture entries. If you areinterested in taking part, please complete the entryform included with this newsletter and return it to yourArea Housing Office as soon as possible.

Judging will take place at the end of June. All entries willbe entered into a free prize draw to win two tickets to the TattonHorticultural Show on 27 July 2008. The prizes will be awardedat the Customer Conference on 19 July 2008. We will also beasking customers to vote for their favourite children’s pictureduring the Conference.


Housing Management news

What we did…We passed your feedback to Glendaleand it was agreed that they arrive early,before people arrived for work. Glendalenow do this and use cones to enablethem to carry out the workuninterrupted. Local residents are veryhappy with the outcome.

Consultation took place at the WestArea Forum, with proposals to improvethe area. Work was carried out resultingin improvements to the driveway andthe fencing has been replaced. Thedriveway is now of a good standard andthe fencing has been replaced with arecycled material that is reusable and abetter quality. The appearance ofBranksome House has been greatlyimproved with these changes. TheEstate Improvement Budget was usedto carry out these improvements.

The Community Safety Budget wasaccessed to obtain funding to installsecurity lighting and remove busheswhere individuals were gathering onPosnett Street in Cheadle Heath.

What you saw…Whilst on a walkabout at Lumb Lane inBramhall you observed that the streetwas looking untidy, due to over-grownhedging and that Glendale (ourcontractors) had been unable to carryout their work because of the parkedcars.

An estate walkabout aroundBranksome House on Didsbury Roadidentified that the driveway was in abad condition creating a serious triphazard and the fencing was also in avery poor condition.

During an estate walkabout on PosnettStreet in Cheadle Heath the matter ofcriminal activities by a small number ofindividuals, was raised. One suggestionto combat this and enhance residents’safety was to fit security lighting in thearea.

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Estate improvements as aresult of Estate Walkabouts

Transport provision for Estate WalkaboutsWe know that some of you would like to attendwalkabouts outside of your own local area. If youhave not done so before because it’s too difficult toget there, you can now. Stockport Homes areproviding free taxis for those customers who wouldlike to go to different areas.

If you would like to go to a walkabout outside yourarea and need a taxi, please contact:

Customer Involvement TeamTel: 0161 474 2862Text: 07891 949 399Email: [email protected]


Staff Award WinnersIn August 2007, StockportHomes relaunched its StaffAwards Scheme.Thescheme was devised by astaff consultation group, andwas based aroundStockport Homes’ Cultureand Values of “Smile andPride”, which all employeesof Stockport Homes areexpected to work to.

Most of the categories were open tonomination by all staff, so people nominatedtheir colleagues and their teams for Awards.There were also two special Awards for“Exceptional Customer Care”, to recognisethe work that some staff do which goes wayabove and beyond the call of duty, and makesan outstanding contribution to improvingcustomers’ lives and homes – all helpingStockport Homes achieve its mission of beinga customer-driven service.

These awards were for the individual and teamwho had received the most compliments fromcustomers in 2007. You might remember thatyou can give compliments to any member ofStockport Homes’ staff who you feel you wouldlike to thank, as well as passing on anycomments or complaints that you have aboutStockport Homes. You can do this in a varietyof ways:• by filling in a Customer Feedback form;• by phoning Matthew Love the Customer Feedback Officer on 0161 474 2600;

• through our website www.stockporthomes.org;

• in person at any office or Stockport Homes’ event; or

• by emailing [email protected]

When you give a member of our staff acompliment, this is recorded on a centraldatabase. The individual is then informed of thedetails of your compliment, and congratulatedwith a letter from the Chair of StockportHomes’ Board. Your compliment is also shownto the member of staff’s Director.

The winner of the Individual Award for“Exceptional Customer Care” was ChristopherKielty. Chris is a Tenancy Support Officerworking in the Housing Need and SupportServices Directorate. To reward him for beingthe member of staff with the most customercompliments in 2007, Chris was given acertificate, a cake, and a small prize.

The winner of the Team Award for “ExceptionalCustomer Care” was The Resettlement Team.They received a certificate and a small prize forthe whole team to share to say thank you for alltheir hard work.

Both Chris and the Resettlement Team werethrilled with their Staff Awards, and said howwonderful it was to be recognised by theircustomers and Stockport Homes in this way.

So please, do keep on giving us feedbackabout our services – whether you want to thankus for a job well done, or suggest how we cando things better. Your feedback is important,and will help us improve our services for all ourcustomers.


Durham House LandscapingIn recent years, residents of DurhamHouse in Edgeley have benefited fromthe creation of a Community Garden byGroundwork and Stockport Council, aspart of the Shaw Heath Renewal Areaimprovements.

In 2008, improvement works have continued atDurham House, with a project designed byStockport Council’s Landscape Team in Parksand Recreation. The latest scheme hasreplaced some shrubs that have been acting aslitter traps, with some more manageable plants.A fence has also been attached on top of thesmall wall, to prevent people sitting on the walland causing disruption to tenants. A series ofsmall mosaics have been created, throughworkshops with residents, to add someinteresting features and colours to the areasoutside the flats.

For more information, please contactHelen Mitchem, Senior Community LinkWorker for Groundwork on0161 218 1580 or [email protected]

York Street Residents’ Associationreceive a Citizen AwardThe winners of Stockport’s firstCitizen Awards wereannounced at a ceremony,which took place at the TownHall on Tuesday 19 February2008.

Among the winners were York Street Residents’Association who won the ‘Best Street’category. This category rewarded residentswho helped to make their street a better placeto live. Stockport Homes would like tocongratulate York Street Tenants’ Associationon this award.

For details of all the award winners, please visitwww.myplacestockport.org

Pictured from left to right: Councillor JuneSomekh (Mayor of Stockport), York StreetResidents Association (Best Street winner),Nic Cox (Managing Director, Solutions SK - aStockport Council company), Jim Hancock(Compere).

Tenants’ Federation


Are you struggling with thestairs or finding it difficult tokeep on top of the housework?

Are your heating bills becomingunmanageable?

If so, Stockport Homes may be able to assistyou with a move to a smaller, moremanageable property.

If you are living in a property with two or morebedrooms beyond your need, then we may beable to offer you a one or two-bedroom flat orbungalow somewhere across the Borough.

If you are over the age of 60, you can also beconsidered for one of our Sheltered Schemes.

For more information, please contact the EastArea Housing Office on 0161 474 4372 or [email protected] or theWest Area Housing Office on 0161 474 4371 oremail [email protected]

Stockport Homes’ Board update Who are the Tenant Board Members?The Board has five Tenant Board members, two elected from the West Area, two elected from theEast Area and one nominated by the Tenant’s Federation.

West Area East Area

New Tenant Board MemberDavid Wilson has recently beenelected to the Board to fill a shortterm vacancy which came aboutafter Bernard Bradbury sadlypassed away in September

2007. Bernard was originally elected by theCentral District, but after the restructuring of theArea Offices, this seat is due to be elected by theEast Area in Summer 2008.

David lives in the West Area but as this is acasual vacancy which he is covering untilSeptember 2008, he is eligible to fill this seat.David was nominated by Stockport Tenants’Federation. As well as being on the Board, Davidis also Chair of the Lancashire Hill TenantsAssociation.

How can I get involved?There will shortly be two vacancies on the Board,one to be elected by the West Area and one tobe by the East Area.

This is an exciting opportunity for Tenants to getinvolved at the heart of Stockport Homes. TheBoard are responsible for making sure that theorganisation delivers it’s Mission and Aims. AllBoard members receive full training and supportand while members do not currently receive asalary, all expenses are covered so that you arenot out of pocket.

For further information about the elections or theBoard in general, please contact Naomi Stocks,Governance Manager, 0161 474 2850 [email protected]

John Henshall Alex Todhunter Dave Kirwan Aline ClearyVacancy


Customer Finance news

Did you know that you canreceive an annual discount forpaying your rent by Direct Debit?

Direct Debit was launched in April 2006 andsince then 2,455 customers have signed up topay by this convenient method of payment.

You can pay weekly on a Monday or on the 1st,8th or 15th of each month.

The advantages of paying by Direct Debit are:

• no need to write cheques or post letters;

• no need to queue to pay your rent;

• you can always query a rent payment, or stop it altogether, if you think it is wrong;

• you can cancel the Direct Debit at any time and pay by a different method;

• you can obtain an immediate refund in the unlikely event of an error being made;

• your Bank or Building Society does all the work;

• you do not need to complete new forms andsend them to your Bank if your rent changes; and

• you receive a £5 annual discount.

If you wish to use this payment method andmake it easier for yourself, please call theappropriate phone number below and ask us tosend you a Direct Debit Mandate oralternatively you can download one fromwww.stockporthomes.org on the ‘Rent’ page.

East Area – Bredbury, Brinnington, Compstall,Covent Garden, Hazel Grove, High Lane,Marple, Marple Bridge, Mottram Street,Offerton, Rectory Fields, Romiley, Victoria Parkand Woodley.Tel: 0161 474 2677

West Area – including: Adswood, Bramhall,Bridgehall, Cale Green, Cheadle, CheadleHeath, Cheadle Hulme North, Cheadle HulmeSouth, Davenport, Edgeley, Gatley, HealdGreen, Lancashire Hill, Larkhill, Reddish, ShawHeath, and The HeatonsTel: 0161 474 2668

Email address for all areas is:[email protected]

Customer Finance Automated Payment Line0845 129 7010

The above telephone numbers can also beused for all rent enquiries.

clear, there will be no requirement to make apayment.

Customers who pay their rent monthly will notbe affected by the change because they willsimply pay the weekly rent multiplied by 48over 12 equal instalments.

For more information, please contact the Customer Finance Team on

0161 474 2677 (East Area) or

0161 474 2668(West Area).


Additional non-payment weeksFollowing extensive consultation with ourcustomers, there will now be two additionalnon-payment weeks during the 2008/2009financial year.

You will be aware that there are already twonon-payment weeks at Christmas and NewYear. There will also now be one during the firstweek of the financial year and one during thelast week of the financial year.The non-payment weeks for the 2008/2009financial year will therefore be:

• week commencing 7 April 2008;• week commencing 22 December 2008; • week commencing 29 December 2008; and• week commencing 30 March 2009.

If you are in rent arrears, you will be expectedto make your normal weekly payment duringthe above weeks, whereas if your account is

Financial inclusionWhat is financial inclusion?

• Do you have trouble opening a bank account?

• Are you unable to get credit?• Have you got spiralling debts and do not know what to do?

• Do you have trouble paying your fuel bills?

If you can answer yes to any of the abovequestions you are not alone. One in ten peoplein the UK do not have a bank account and 7.8million people are unable to access credit. 70%of people who are suffering from financialexclusion are social housing customers. This iswhy Stockport Homes, as a responsiblelandlord, is currently developing a FinancialInclusion Strategy to help those customers whoneed it. Financial inclusion is about helpingpeople overcome difficulties relating to theirpersonal finances.

How can a financial inclusion strategy helpme?

Over the next few months Stockport Homeswill be looking into new initiatives such as:• ensuring tenants have the right access to money and debt advice;

• making sure our customers are aware of our low cost home contents insurance scheme;

• exploring ways to help customers to open bank accounts;

• offering money management courses to helptenants’ financial understanding; and

• exploring ways to help customers have access to low cost gas and electricity.

If you would like more information onorganisations who can help you with yourfinances call National Debt Line on 0808 808 4000 or log ontowww.nationaldebtline.co.uk


Housing Options news

Are youstrugglingwith debt?One in four of us now regularly use credit cardsor loans to meet day-to-day living costs andmillions of people are struggling to keep on top oftheir bills and monthly repayments. On top of thestress and anxiety this causes, failing to paysome bills such as your rent can lead to youlosing your home.

It can be tempting to ignore debt problems, butunfortunately they do not go away and usuallyget worse if you leave them. The good news isthat in Stockport there are several agencies ableto provide free, good quality, impartial and reliableadvice.

These include:

• The National Debt Helpline on 0808 808 4000.• Stockport Advice on 0845 644 4303; and• Stockport Citizen’s Advice Bureau on0870 120 4040 or drop into their office at 39 Greek Street in Stockport, which is open9.30am - 1.00pm, Monday to Friday

If your landlord is taking action against you forrent arrears, then Stockport Homes’ HousingOptions Team may also be able to help. For freeadvice and assistance, please contact theHousing Options Team on 0161 474 4237 oremail [email protected]

Supporting young people in StockportSimon Welch, Stockport Homes’ HomelessServices Manager commented,

“Becoming homeless at this young agehas a very poor effect upon people's life chances. This process will ensure thatevery effort is made to stop a youngperson losing their home, or failing that alternative supported accommodation is found”.

For more information, please contact theHousing Options Team on 0161 474 4237,email [email protected] visit the housing options pages onwww.stockporthomes.org

Stockport Homes’ Housing OptionsTeam has developed a new packagewith Social Care and StockportSupported Lodgings to addresshomelessness amongst 16 and 17 yearolds.

Under the new arrangements, young peoplewho face homelessness will receive in depthmediation and support work to enable them tobe returned home and where this is notpossible they will be referred to the SupportedLodgings Scheme. This scheme placeshomeless young people with host familieswhere they can stay until they are 18 years oldand develop the life skills required to liveindependently.


Christmas Party at Birch CourtPictured opposite is a Christmas party thatMears’ and Stockport Homes’ staff organised atBirch Court in Marple on 19 December 2007.Residents from Birch Court and four othersheltered schemes were invited to attend, givingthem an opportunity to socialise together.

All food, drinks and time was donated by thestaff and the cooking was done by MarkHalstead, one of Mears’ Managers (who is also achef). Transport, chairs, tables, decorations, foodand cleaning was all undertaken by acombination of Mears’ and Stockport Homes’staff.

The residents enjoyed the lunch and the attentionthey received on the day, so well done andthanks to Mears management and staff fromStockport Homes in this joint venture.

Happy 100th birthday!Mary Walker who lives in Mottram Towers onMottram Street celebrated her 100th birthdayon 7 December 2007. Mary has lived inMottram Towers for more than 40 years andwas one of the first tenants to move into thebuilding. On her birthday Mary commented, "Itwas a wonderful day, we had a small party andHelen McHale, Chief Executive of StockportHomes came and presented me with flowersand 100 balloons were released to mark mybirthday. There was a cake, lots of cards and Ienjoyed a glass of champagne with Helen".

New Development isunderway in Heaton ChapelEquity Housing Group bought the derelict siteon Marbury Road and Blackbrook Road fromStockport Council in late October 2007. Equity,in partnership with Stockport Council, hasdesigned a scheme based on StockportCouncil’s requirements in terms of housingneed.

The development, which includes eight housesand two bungalows is now underway, in

conjunction with Arawak Walton HousingAssociation and is due to be completed inJanuary 2009.

Six of the houses (two bedroomed) will be soldfor shared ownership. If you would like moreinformation about the scheme or sharedownership, please contact Equity Housing’sResidents’ Service Centre on 0800 733233.

What we did…

They reviewed their procedures toensure work carried out by the Probation Service was to a far higher standard and was inspected afterwards.

A review of the Property Maintenance Solutions service and personnel has been undertaken to further develop the business. This will mean operatives are now multi-skilled.

These are now issued by the Investment Team rather than the Housing Office meaning that customers should receive their allowance sooner.

A representative from the Investment Team will be attendingfuture Area Forums to deal with enquiries from Housing Management and customers.


Service Improvement news

What you said…

The quality of work carried out through the Safer Stockport Partnership was poor.

You were unhappy with the quality and speed of repairs jobs being carried out.

You were unhappy with the delay in receiving your decorating allowance cheques and vouchersfollowing investment work.

There was poor communication from the Investment Team when you had a query.

We did

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You saidWe value your feedback on our services, whether you wish to make acompliment, comment or complaint. We try to learn from our mistakes andsome of the things we have done as a result of your feedback are listedbelow.

If you have a compliment, comment or complaint about any of the services youhave received from Stockport Homes, please contact Matthew Love, CustomerFeedback Officer on 0161 474 2600 or email [email protected]

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As a result of listening to customer commentsand looking at other housing organisations, weare going to make some improvements. Thesewill make sure staff take responsibility andownership for resolving complaints at the firstopportunity.

Stage one: The customer will either be met ortelephoned to confirm the nature of thecomplaint, and to agree a satisfactoryresolution before a written formal response isdone. All response letters will encourage thecustomer to contact the member of staff if theyhave any questions. If the customer is notsatisfied with the response the complaint willprogress to stage two.

Stage two: The Service Manager will provide awritten response to your complaint.

Appeal Panel: The Service Manager dealingwith the complaint and the customer will putforward their cases. The panel will make a finaldecision on the complaint. If the customer isstill not happy with the outcome, they wouldneed to contact the Local GovernmentOmbudsman.

Stockport Homes feels the involvement ofcustomers in the feedback procedure reflectsour commitment to providing a customer-drivenservice. There have already been positivecomments from customers at some of theCustomer Action Groups.

Information on our complaints procedure canbe found at your Area Housing Office, on ourwebsite www.stockporthomes.orgIf you have any queries relating to the newprocedure, please contact Matthew Love,Customer Feedback Officer on 0161 474 2600or email [email protected]


Making changes to howwe handle complaintsFrom 1 April 2008, Stockport Homes will beintroducing a change to the way it handlescustomer feedback, specifically, complaints.The previous procedure had the followingstages:

Stage onethe Service Manager responds

Stage twothe Director responds

Stage threethe Chief Executive responds

Stage fourcomplainant is referred to the Local

Government Ombudsman

The changes will mean the new stages will looklike this:

Stage onethe Service Officer responds

Stage twothe Service Manager responds

Appeal Panelmade up of a Director and

two customers


HomeSwapperStockport Homes has recently joinedHomeSwapper. HomeSwapper is the nationalmutual exchange service for Council andHousing Association tenants wanting to swaphomes.

Any Stockport Homes’ customer can nowregister on HomeSwapper free of charge. Youwill need to complete a simple on-lineapplication form. Once you have submittedyour application it is sent to the HomechoiceTeam at Stockport Homes for approval. Whenyour application has been approved,HomeSwapper will start matching you to othertenants, and alert you to suitable matches bytext or email. It’s as simple as that!For more information about HomeSwapper,please visit www.homeswapper.co.uk

Pool competition at ourTemporary Accommodation SchemesThe first annual TemporaryAccommodation poolcompetition took place onTuesday 18 December 2007at Riley’s Snooker Hall inStockport. Eleven men andwomen from our TemporaryAccommodation schemesbattled it out for over twoand a half hours for afantastic trophy and poolcue.

As you can see from the picture both residentsand staff really enjoyed the experience, whichwas entirely financed by local businesses.

Stockport Homes would like to thank thefollowing companies who donated to thecompetition:The Trophy Store, BredburyConcord Trophies, StockportBoots, StockportRiley’s Snooker Hall, Stockport

Housing Needs and Support news


Homechoice news

The Adaptations Service withinStockport Homes forms part of theHousing Needs and Support ServicesDirectorate. Centralised in 2004, theservice area is managed by the OlderPersons’ Services Manager and has adedicated Adaptations Officer, GailJones, who oversees all orders, visitsand customer satisfaction monitoring.

The adaptations service is divided into fourparts as follows:

1.Adaptations costing up to £500, classed as minor adaptations, which would normally be grab rails and small ramps, are ordered automatically through Social Care.

2.Adaptations costing over £500 and up to £5,000, for example, level access showers and stair lifts, are only ordered after a positive assessment by Social Care, with theorder then being raised by the Adaptations Officer.

3. Those costing above £5,000 and up to £25,000 are only ordered following an assessment by Social Care. These requests are then presented to a panel of officers from both Social Care and Stockport Homes.In the main, the requests would be formultiple adaptations for one person or a family.

4.Adaptations costing over £25,000 follow the same procedure as in (3) opposite, but the panel would also consist of senior officers, for example, the Director of Housing Needs and Support Services. These requests are very rare and would mainly be for a ground level shower room, which requires an extension to the existing building.

Another service that is managed by the sameteam is the administration of the AdaptedHomes register and the allocation of AdaptedHomes, for customers who can no longer livein their current property and wish to move to amore suitable one. This service is administeredby the Adaptations Officer and enablescustomers to move to a property that alreadyhas adaptations within it.

Customers who are interested in this type ofmove, need to complete a Homechoiceapplication form, answering ‘yes’ to thequestion on ‘Do you require a fully adaptedproperty?’ Their form should then be sent tothe Homechoice Team, based at 1 St. Peter’sSquare for registration. Following anassessment by the Health and Housing Officer,the Adaptations Officer would make contactwith the applicant to discuss theirrequirements.

For more information about the adaptationsservice, please contact Gail Jones, AdaptationsOfficer on 0161 474 2630 or [email protected]

Adaptations Service

East Area

Housing Office 0161 474 4372

Customer Finance Team 0161 474 2677

West Area

Housing Office 0161 474 4371

Customer Finance Team 0161 474 2668

24hr Anti-Social 0845 8334444Behaviour

Customer Feedback 0161 474 2600

Customer Finance 0845 129 7010Automated Payment Line

Stockport at home - Spring 2008 Issue 1236

Useful Phone Numbers

If you find reading difficult, did you know you can get copies ofnewsletters and other documents from Stockport Homes onaudiotape or CD, free of charge?

We can also provide information inlarge print. If you want to know more,please contact Phil Rhodeson telephone 0161 474 2860text 07891 949 [email protected] write to Stockport Homes, ServiceImprovement Team, Directorate ofQuality, 2nd Floor, 1 St PetersSquare, Stockport SK1 1NZ

A free interpreting service is available if you needhelp with this newsletter. Please telephone

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

The paper which is used forthis newsletter is from asustainable source. Pleaserecycle it in an appropriateway.

www.stockporthomes.org

Diversity and accessibility

Customer Involvement 0161 474 2862Team

Housing Options Team 0161 474 4237

National Debtline 0808 808 4000

Repairs 0845 644 4304

Stockport Citizens 0844 826 9800Advice Bureau (CAB)

The Welfare Rights 0161 474 3093and Debt ManagementService

Documents

Issue 12-customer_news_spring2008