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See pages 4 to 11 for details ofnext April’s changes to benefits.
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Leasehold
NewsThe Gateshead Housing Company
Your home, your news
December 2012
Carbonmonoxide,it’s invisible,it’s odourless,it’s tasteless…
it’s too late.Every year dozens of people across the UKdie from carbon monoxide (CO) poisoningcaused by gas appliances and fires that havenot been properly maintained.
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And next year itself willsee significant changes,as the governmentreforms the welfaresystem from April.
How these changes mayimpact upon leaseholdersis detailed on pages 4 to11.
And if you have anyqueries about otherarticles in this magazine,
do not hesitate tocontact the LeaseholdServices Team on 0191 433 5395.
Welcome
Results from key surveys taken throughout theyear (see pages 14 and 21) provide snapshots ofour performance as we head into 2013.
As 2012 comes to a close,this issue of LeaseholdNews provides a round-upof activities affecting morethan 800 households duringthe last year.
Helen, Janice and Laura Leasehold Services Team
See pages 4 to 11 for details ofnext April’s changes to benefits.
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Leasehold
NewsThe Gateshead Housing Company
Your home, your news
December 2012
4
The government’s new approach to welfareaims to make the benefits and tax creditssystem fairer and simpler.
Key changes:
• From April 2013 if you receive Housing Benefit andare of working age, living in a council rented orhousing association home larger than thegovernment say you need, you could lose part ofyour benefit
In March of this year, the WelfareReform Act received royal assent andwill introduce the greatest changes to the system in more than 60 years.
• The overall amount of benefit an out-of-workhousehold receives will be capped at the averageearnings of a working household - £500 per weekfor a couple or lone parent; and £350 a week for asingle person.
Households with someone claiming Disability LivingAllowance, Working Tax Credit, or a war widow,will be exempt from the cap
• A single Universal Credit payment will beintroduced from October 2013, rather thanseparate amounts for housing, Income Support,Jobseeker’s Allowance and tax credits.
It is expected to be paid monthly in arrears
• Housing Benefit may be paid directly to theclaimant, rather than the landlord, leaving thetenant responsible forpaying rent
• Council TaxBenefit will beabolished andwill be replacedby Council TaxSupport.
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How will leaseholders be affected?Under-occupation
Leaseholders will not be affected bythe introduction of the socialhousing size criteria, namely areduction in Housing Benefit forworking age claimants who are
considered to be under-occupyingtheir home.
Benefit cap
From April 2013 the government say that the mostsomeone can receive in benefits is:
• £500 a week for couples and lone parents
• £350 a week for single adults.
Anything above these amounts would be reducedand applies to anyone receiving any of the main out of work benefits, including Child Benefit and Child Tax Credits.
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This does apply to leaseholders however not topeople of a pensionable age or if you receive:
• Working Tax Credit
• Disability Living Allowance
• Attendance Allowance
• Industrial Injuries Benefit
• War widows/widowers pension
• Employment and Support Allowance
• Personal Independence Payments.
Universal Credit
Leaseholders who receive any of the means testedbenefits to be replaced by Universal Credit willcontinue to receive help towards service chargepayments and interest on mortgages.
This is likely to be one monthly paymentmade in arrears.
Service charges
Housing costs will be incorporatedwithin the claimant’s Universal Creditpayment.
For more information on welfare reform and howyou may be affected from April of next year, contactGateshead Council’s Benefits Team on 0191 433 2642or visit www.gateshead.gov.uk/benefits
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Major works
Leaseholders will still beentitled to help towardspayment and loans takenout for major works charges.
Each case will continue to beassessed on an individualbasis by the Department forWork and Pensions (DWP).
For further information contact the LeaseholdServices Team on 0191 433 5395.
Support for mortgages
Help will still be available to assist with mortgageinterest payments if the claimant is a home ownerand has been receiving Income Support, income-based Jobseeker’s Allowance, income-relatedEmployment Support Allowance or Pension Credit.
This is payable as part of their benefit and is called‘Support for Mortgage Interest’ (SMI) and will affectleaseholders.
The standard interest rate used tocalculate SMI is currently 3.63%,
which is set at a level equal ofthe Bank of England’smonthly average rate. Thiswill not be affected by theWelfare Reform Act. 8
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Changes that will affect SMI:
• The time you must wait to receive SMI will increasefrom 13 to 39 weeks. This is called the ‘waitingperiod
• Leaseholders over 60 who are claiming PensionCredit are entitled to help immediately
• The amount you can claim for assistance with mortgage interest will reduce for loans of £200,000 to £100,000
• Currently you lose SMI when you work more than16 hours per week, however under Universal Creditthere is currently no working hour limit. This meansthat if you do work any hours youwill lose SMI
• The DWP are proposing tochange SMI and UniversalCredit from a benefit to arepayable loan forjobseekers, which wouldhave to be repaid once theclaimant found employment.
For more information contactthe Leasehold Services Teamon 0191 433 5395.
Pension Credits
Because Housing Benefit is being replaced by Universal Credit, Pension Credit will change.
And because Child Tax Credit is being abolished, Pension Credit will includeadditional amounts if you have dependent children.
A savings limit of over £16,000 for Pension Credit mayalso be introduced.
Call 0191 433 2642 or e-mail [email protected] for more information.
Changes to Council Tax Benefit
From April 2013, welfare reform will also include anew means of working out who will receive helpwith paying their Council Tax.
This will be different from the current Council TaxBenefit scheme, and will be known as local CouncilTax Support.
The government will give councils some moneytowards the new local scheme, but funding will bereduced - in Gateshead this will be a £3m reductionper year.
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Gateshead Council is however developing a newscheme due to reduced funding, as it is likely thatresidents of a working age will receive less helptowards their Council Tax from April 2013. Thisincludes leaseholders.
The government has said that pensioners will not beaffected by the new scheme and will receive thesame level of help.
To see if you would qualify for Council Tax Benefitcall 0191 433 2642, e-mail [email protected] or visitwww.gateshead.gov.uk/benefits
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Gateshead Council members have voted in favour ofThe Gateshead Housing Company continuing tomanage council homes in the borough.
Housing options considered by Gateshead Council
The decision comesfollowing a detailedassessment and extensiveresearch into thepotential for short andlong-term financialsavings.
Alongside the researchinto potential savingsand improvements,customers were asked fortheir views on whetherthey would prefer themanagement of theirhomes to be directlyunder Gateshead Councilor to continue under TheGateshead HousingCompany.
The consultation showedthat 71 per cent of
respondents were infavour of continuedmanagement by TheGateshead HousingCompany.
Research showed thatwhilst there would besome economies of scaleif Gateshead Councilmanaged homes directly,it would limit futureoptions for funding toimprove, and possiblyeven build new councilhomes that may becomeopen to the housingcompany.
Gateshead CouncilCabinet Member forHousing, CouncillorCatherine Donovan, said:
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"We have a duty todeliver the best value wecan to Gatesheadresidents.
"The results clearly showthat residents were infavour of keeping thecurrent model and alsothat, at present, TheGateshead HousingCompany remains thebest option."
Jon Mallen-Beadle, thehousing company'sActing Chief Executive,said: "We welcome thedecision made byGateshead Councilmembers and lookforward to building oneverything we haveachieved together duringthe last eight years.”
Louise Taylor, Involvement and Diversity Manager, meets withresident at housing review drop-in session.
Satisfaction on theupOverall satisfaction with housing company services ison the up according to leaseholders.The team are working to improve the results below overall -call 0191 433 5395 for more information.
69% of leaseholders are satisfied withthe services the housing company offers.
This was 60% in 2011.
And there was a slight decrease insatisfaction that views are taken intoaccount at 58%.
This was 60% in 2011.
90% of leaseholders weresatisfiedwith their home.
This has increased from last year’s figure,
which was 49%.
52% also thought thatservice charges offered goodvalue for money.
This has fallenslightly from 74%
in 2011.
However, satisfactionwith theneighbourhoods leaseholderslive in was 72%.
This was a new questionasked for 2012.
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A free guide will help residentsget through the winter months.
Top tips ‘weather’ it’s good or bad
‘Be ready for winter withThe Gateshead HousingCompany’, included withposted copies ofLeasehold News, is a 24-page magazine thatoffers guidance foraround the home, stayingfit and well, and serviceand travel updates toensure residents areprepared no matter whatthe weather.
Russell Urwin, RepairsPartnership Manager atthe housing company,said: “In recent times theregion has seenunprecedented weatherconditions, from freezingtemperatures to snowand flooding.
“We can’tpredict theweather butit’s good to be preparedand keep up to date withdevelopments at thehousing company,Gateshead Council andour partners.”
Customers can also keepabreast with informationfrom the housingcompany’s Twitter feed atwww.twitter.com/gatesheadhc using thehashtag #gatesheadwinterwarmers, online atwww.gatesheadhousing.co.uk or on Facebook atwww.facebook.com/gatesheadhousingcompany
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Up to standard?
If you have an eye for quality you may be interestedin helping the Leasehold Services Team to inspect therepairs made to your block.
The team is on the lookout for customers to scrutinisecommunal repairs, assessing their standard andwhether they offer value for money.
There’s no need to attend any meetings, as lists ofrepairs carried out and their cost will be sent to youeach month.
Full training and guidance notes will be provided.
For more information contact the Leasehold ServicesTeam on 0191 433 5395.
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Leasehold management fee reviewed Since August, the Leasehold ServiceImprovement Group (SIG) has been reviewingleasehold management fee charges.
This was to ensure they offered value for money, anddemonstrated best practice and transparency.
And as well as reviewing the actual cost of eachmanagement service, the housing company’s fees were compared with those of Newcastle and NorthTyneside Council.
What’s included in the service chargemanagement fee?
The fee covers a contribution towards the managementof services provided to your block, including:
• Leasehold services
• Estate management
• Caretaking and cleaning, where applicable
• Finance
• ICT
• Resident involvement
• Human Resources
• Overheads.
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Following thorough consultation, the SIG agreed that:
• The revised service charge management fee should:
° Continue to be based on property type (low-, mid- or high-rise)
° And services provided to each block
• The major works management fee should be:
° Standardised
° Calculated across all property types
° Based on the total cost of managing investmentprogrammes, divided by the number ofleaseholders
• The new charges to be implemented from 1 April2013.
We want your views
Before the proposed changes can be implemented, thehousing company want to give all leaseholders theopportunity to have their say.
Included with posted copies of this magazine is acovering letter that gives more information on thereview, and a consultation form.
If you have any suggestions please complete this formand return using the prepaid envelope provided byThursday, 31 January 2013 - no stamp is required.
For further information on the review,or for a full list of what is included in themanagement fee, contact the LeaseholdServices Team on 0191 433 5395.
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Congratulations to Sarah Jane Connor ofWrekenton; and Ashleigh Craggs of Whickhamwho both won £50 of shopping vouchers, simplyby paying their service charges by Direct Debit.
Direct payers reap rewards
Direct Debit payees are entered into quarterly freeprize draws with the chance to win, by simply usingthe free convenient service.
Other benefits include:
• You can choose whether the payment comes outon the 1st, 8th, 15th or 22nd of each month
• You receive payment details in plenty of time toraise any queries
• You only need to set up one mandate form andyour bank/building society does the rest
• In the unlikely event of an error, you have amoney back guarantee.
More than 60% of the leaseholders who use theservice can't be wrong so call 0191 433 5395 formore information.
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Surveyfits the billThe majority of leaseholders are happy with theinformation and advice they are given about theircharges and billing according to a recent survey.
81% of leaseholders are satisfiedwithhow service charges have been calculated.
This was 76% in 2011.
80% of leaseholders are happy thatthey are treated fairly during anycontactwith the housing company.
86% are satisfied that theinformation in six month statementsis clear and readable.
86% of leaseholders are satisfiedthat their quarterly repairs andmaintenance statement is clear.
This was 76% in 2011.
85% are satisfiedwith the informationreceived on what needs paying.
This was a newquestion for 2012.
This was a newquestion for 2012.
This was a newquestion for 2012.
The Leasehold Services Team will now work to rectify anycustomer dissatisfaction highlighted in the survey.
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SIG-nificantly improved servicesSince the housing company was set up there havebeen numerous improvements made to the servicesmore than 800 leaseholders receive across Gateshead.
Major payments - Financial assistancepackages have been developed to help
support the payment of large majorworks bills.
You can ‘account’ on us - To ensure servicecharge costs are transparent and offer valuefor money, customers now scrutinise costsprior to issuing service charge invoices. TheSIG were also involved in updating howaccounts were presented, making themmore user-friendly for readers.
And Janice Adams, Leasehold Services Manager, thinksa lot of this is due to the help of a particular group.
She said: “Customers who have taken part in ourService Improvement Group (SIG) have really helped todevelop the leasehold team’s work.
“And we’re always on the lookout for new members totake part - call us on 0191 433 5395 to find out howyou can make a difference.”
Here are some of the notable changes since the groupwas set up in 2007:
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Money, money, money - The SIG now reviewbudget increases and have developed aservice charges guide.
Meet the standards - Service standardswere developed with the SIG to ensure
the housing company makes the grade.
Decoration discounts for all -Leaseholders were able to benefit fromdiscounted decorating equipment fromDulux Decorator Centres for the firsttime thanks to the SIG.
A complete guide to being a leaseholder - A 96-page guide oneverything customers could need toknow about the leasehold service wasproduced with help from the SIG.
Your lease made easy - A Plain Englishversion of Gateshead’s lease wasdeveloped to help simplify legislation,rights and responsibilities.
For details of up and coming meetings see page 24.
3
Monday, 14 January
2013
Where the group will scrutiniseperformance against the company’sservice standards.
Monday, 11
February
2013
The group will discuss and agreeservice charge budgets for 2013/14.
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New year SIG-nifiesdates for your diary
If you like what you’ve seen in this magazine but think you can do more to help, it’s never to late to join theLeasehold Service Improvement Group (SIG).
It doesn’t have to take up a lot of your time and you canmake a differences to the everyday services you receive.
Meetings take place once a month at the housingcompany’s Team Valley headquarters between 10.30amand 12pm; and help with transport can be provided.
Up and coming meetings for 2013 include:
Monday, 11 March
2013
Customer service priorities for2013/14 will be identified.
For more information about taking part in thegroup, contact the Leasehold Services Team.
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For more information contact the GasServicing Team on 0191 433 5338.
What a gas - service isno laughing matterEvery year thousands of people across the UKare diagnosed with carbon monoxide poisoning,which can be caused by unsafe central heatingsystems, gas cookers or gas fires.
Leaseholders wererecently surveyed on thegas service provided bythe housing company tomake sure it still meetscustomers’ needs - and toraise awareness of safetyimplications.
Janice Adams, Leasehold Services Manager, said:“Thank you to those leaseholders who havecompleted and returned their survey to date.
“Gas servicing is an imperative part of the company’swork to ensure the safety of all households andboiler efficiency.
“And there’s still time to give your views on theservice either by calling 0191 433 5395 or byreturning your survey.”
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Who to contact
I need a copy of my lease
Write to: Legal Services
Department, Gateshead
Council, Civic Centre, Regent
Street, Gateshead, NE8 1HH
Can I buy the freehold ofmy property?Call: Gateshead Council's LegalServices on 0191 433 2156
usefulnumber
As a leaseholder, we understand itcan be frustrating not knowing whoto contact at the housing company andGateshead Council to answer specificqueries.
The details below give contact detailsfor the relevant teams for the mostcommonly asked questions:
aboutthat loft?
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I’m having difficultypaying my service chargesCall: the Leasehold ServicesTeam on 0191 433 5395
How do I buy loft space?
Call: the Leasehold Services
Team on 0191 433 5395
Or call: Gateshead Council’s
Home Ownership Section on
0191 433 3550
Benefits and debt advice
Call: 0191 433 2642 or 0191 433 2607
E-mail: [email protected]
Alternative ways to pay service chargesCall: the Leasehold Services Team on 0191 433 5395
I need a Direct Debitmandate
Call: the Leasehold Services
Team on 0191 433 5397
don’tforget
that bill!
Is thachargeright?
Who do I contact if I
don’t agree with my
service charge bill -
Call: the Leasehold Services
Team on 0191 433 5397
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Milk x 2BreadApples
EggsPotatoes
Insurance claims andqueries Call: Gateshead Council'sFinancial Management Sectionon 0191 433 3000Write to: Gateshead Council,Insurance Section, Finance andICT, Gateshead Civic Centre,Gateshead, NE8 1HH
Keep thisnumberhandy
I can smell gasCall: Transco immediatelyon 0800 111 999Minicom/textphone:0800 37 17 87Turn off the gas supply at themeter, open windows anddoors, and call HomeRepairs.
t
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Gas servicing
Since October 2007, all tenants purchasing flats or
maisonettes under the Right to Buy scheme must
provide evidence to the housing company of a
regular gas service.
Call: the Leasehold Services Team on 0191 433 5395
for details of Gas Safety Registered Companies
Repairs to your home
The housing company is responsible for keeping
the ‘common parts’ of your block in good
repair. This means the structure of the building
and the landings and hallways, including lighting
and controlled door-entry systems.
Call: HomeRepairs on 0800 408 6008 from 8am
to 7pm Monday to Friday, and from 8am until
12 noon on Saturdays
Text: keyword ‘REPAIR’ to 0762 480 4167
Fax: 0191 433 5496
E-mail: [email protected]
Visit: www.gatesheadhousing.co.uk/repairs
I have a burst pipeOnce you have contacted a plumber callHomeRepairs as the housing company will needto ensure the burst pipe doesn’t affect communalareas or other properties around you.
Contacting the housing company
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The LeaseholdServices Teamoperate betweenMonday toThursday, 8.30amto 5pm, and8.30am to 4.30pmon a Friday.
During theChristmas and newyear period youwill be able tocontact the teamand HomeRepairsat the followingtimes:
Leasehold Services Team8.30am to 5pm
8.30am to 4.30pm
Closed
Closed
Closed
Closed
Closed
8.30am to 5pm
8.30am to 5pm
Closed
Closed
Closed
Closed
8.30am to 5pm
How to contact the Leasehold Services Team
Tel: 0191 433 5395E-mail: [email protected]
How to contact the HomeRepairs Team
You can report emergency repairs to 0800 408 6008 24hours a day over the Christmas period.
over the festive period
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• Web: www.gatesheadhousing.co.uk/repairfinder
• E-mail: [email protected]
• Fax: 0191 433 5496• Text: 'REPAIR' and your
message to 0762 480 4167• Minicom: 0191 433 5349
On behalf of everyone at the housing company we ho-ho-hopeyou have a very merry Christmas and a happy new year.
Non-urgent repairs can be reported to:
DateMonday, 17 to Thursday, 20 December
Friday, 21 December
Saturday, 22 December
Sunday, 23 December
Monday, 24 December
Tuesday, 25 December
Wednesday, 26 December
Thursday, 27 December
Friday, 28 December
Saturday, 29 December
Sunday, 30 December
Monday, 31 December
Tuesday, 1 January
Wednesday, 2 January and onwards
HomeRepairs8am to 7pm
8am to 7pm
8am to 12 noon
Closed
Closed
Closed
Closed
8am to 7pm
8am to 7pm
8am to 12 noon
Closed
Closed
Closed
8am to 7pm
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Service chargeadvice - there’s
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