Tenants Talkback - Mar 08 This is the March 2008 issue of Tenants Talkback, Rochdale Boroughwide Housing's newsletter for Rochdale Council tenants. Article 1 - Ansdell Road Transformation Article 2 - Day in the life of a Caretaker Article 3 - 50 Glorious Years! Article 4 - A Wonderful Milestone Article 5 - Learning from what you tell us Article 6 - Making sure that we are being fair to everyone Article 7 - Respect! Article 8 - Rochdale Borough Tea Day - Tuesday 1st April Article 9 - RBH is 'getting ready for the Digital' TV switchover Article 10 - Gill says goodbye to Rochdale and RBH Article 11 - Join us on an estate walkabout Article 12 - Just the job Article 13 - Text your rent Article 14 - £600,000 environmental improvements - You decide at Area Panel Meetings Article 15 - Let us know what you think Article 16 - Useful Telephone Numbers Article 1: Ansdell Road Transformation The members of the Turfhill Estate Management Board (EMB) had been concerned for a while about the high turnover and nuisance from a row of eight flats on Ansdell Road. These flats were often empty, which resulted in a great deal of expensive repairs. When they were occupied, neighbouring homes often suffered a great deal of nuisance from the tenants, who were generally young people. In order to address these issues and at the same time alleviate the problems of the estate having no two-bedroomed properties, the EMB decided to part-fund a scheme to convert four vacant flats into two two-bedroomed homes; work which RBH staff carried out in 2006. The scheme proved so successful that further work, again funded by the EMB, was carried out in late 2007 to convert the remaining four flats. The project involved installing new windows and doors, kitchens, bathrooms, heating systems, rewiring, roofing and decorating throughout. At the inspection in December, EMB representatives were delighted that they now had four two-bedroomed houses of a very high standard, together with noticeable environmental improvements around the properties. The EMB would like to extend their sincere thanks to Brendan Coffey, John Schofield, Ralph Hall and all the staff who completed the works to exacting standards and within tight deadlines. RBH Local Housing Manager, Terry Giles and Senior Newbold Housing Officer, Paul Helm would also like to extend sincere thanks and gratitude to Tony Bailey, Property Manager and all those involved for their hard work and efforts in making it such a huge success. The team was made up of project-managers Brendan, John and Ralph and also Darren Barker, Steve Corbally, Matthew Lloyd, Andy Foster, Chris Heaney, Darren Thompson, Sam Ormerod and Mike Walsh. Article 2: Day in the life of a Caretaker Steve Law joined the team of seven caretakers on the College Bank estate just over two years ago and made a great impact from day one. There are seven high rise blocks of apartments on College Bank and Steve is responsible for cleaning and maintaining one of the centrally located blocks known as Tentercroft.The block houses 120 apartments plus many communal areas and a shop on the ground floor. Why did Steve make an impact? In his words, “I’m gonna make that block sparkle.” An early riser, Steve starts work at 7am every morning and his first duties are to make sure that the public entrances and lifts are clean and bright before most tenants rise to leave for work. It’s a big job; besides the cleaning of 20 communal landings, 21 corridors, two lifts, the foyer and basement areas, there is a staircase with “299” steps, approximately “200” window panes to clean on both sides, plus 21 chute rooms… and the list goes on. On the maintenance side, Steve has over 250 light fittings of various types to change plus lots of other minor repairs such as unblocking chutes. I asked him what his motivation was. “As someone who worked in the Royal Navy for 15 years, discipline and motivation have been drummed into me”, he replied. That discipline has stood Steve in good stead with his caring for the tenants at Tentercroft. He maintains a “tight ship” and is quick to “nip in the bud” any misbehaviour in “his” block. The next question was, “What do you most like about your job at Rochdale Boroughwide Housing?” Steve replied, “I love the fact that although I have a set number of tasks to achieve, can set my own agenda as to how I meet them. I work mainly alone and I’m able to make decisions regarding priorities and so on, but at the same time, I’m part of a great team, both among my fellow caretakers and the management structure, which is always available for help and support.” Steve, like his colleagues at College Bank, is a dedicated employee. He doesn’t look at adversity and whinge, but rather sets about solving whatever problems come his way with a cheerful disposition. Steve’s energies don’t run out when he leaves College Bank. He is an active member of The Royal Naval Association – Area 10, which is the largest branch in the UK. Steve’s current responsibilities are as Branch Secretary, Delegate and Standard Bearer. His work as Secretary and Delegate take him to various conferences and functions from which Steve brings information back to be reported at branch level. Steve previously held the position of Branch treasurer for four years. You may have spotted Steve, in his naval capacity, working with the Royal British Legion raising money for the poppy appeal. Last year he took annual leave in order to work daily at Morrison’s supermarket. Article 3: 50 Glorious Years! Congratulations to Mr Jibson, Mrs McNulty, Mrs Waller and Mrs Cazon tenants from Hollin and Kirkholt who were recently presented with a crystal glass set for being with us for fifty years. Thank you from RBH for your loyalty. Article 4: A Wonderful Milestone Congratulations to Mrs Mary Gibson, a resident of one of our sheltered schemes, who celebrated her 100th birthday in December. She received a telegram from the Queen and enjoyed a small celebration at Yew Court Article 5: Learning from what you tell us Finding out what you think about our services is important to us. It helps us to make sure that we are providing the right services in the right way. You don’t have to be an active member of a Tenants & Residents Association or attend formal meetings to let us know your views. You can give us feedback in a number of ways, for example: • Through postal and telephone surveys; • Text message repairs survey; • Attending focus groups (listening sessions) to discuss aspects of a service in detail; • Making a formal complaint when you feel that something has gone wrong or not met your expectations; • Completing an informal ‘Tuts, Moans & Groans or “I’m Impressed” card at your local office; • Taking part in mystery shopping exercises to test out our service standards; • Accompanying officers on inspections of estates (look at our back page article on the walkabouts planned in your area); • Through discussions with your Housing Officer at your post sign-up visit; • Filling in a feedback form in the ‘Tenants Talkback’ newsletter; We also participate with a group of tenants from other housing organisations across the North West where we compare each others services and standards. The programme for 2008/09 is currently being planned so if you think you may be interested in taking part please contact Nigel Allan on 01706 273832 From April to December 2007 we dealt with 134 formal complaints. Of these 16 were justified and 32 partially justified. Some examples of comments received and the actions taken Unhappy with content of a letter - Discussed inappropriate comment with officer concerned and £25 compensation given. Tenant experienced victimisation as a result of anti-social behaviour - Costs of medical letter and taxi fare reimbursed. Tenant dissatisfied with maintenance of trees adjoining garden - Established regular programme of meetings with Environmental Management to resolve issues. Severe parking problems on estate - Scheme for additional parking included in capital programme and other tenants written to asking them to park more considerately. Tenant unable to check rent balance on website - Apology for problem. Regular monitoring checks on availability of service brought in. Unavoidable forced entry required to tenants property , No explanation given - All staff likely to be involved in this process reminded of correct procedures. RBH driver using mobile phone whilst driving - All drivers reminded of their legal obligations, posters posted in site cabins. Tenant accepted property but property subsequently offered to someone else - Apology given and suitable alternative property offered. Reasons for error fully explained. Concern over general appearance of area of estate - Letter sent to all tenants in area reminding them of tenancy conditions. Caretaker and Dog Warden involved in actionto rectify problem and area affected included in capital programme for re-design. Article 6: Making sure that we are being fair to everyone RBH is determined to treat people fairly and with respect, whatever their age, gender, ethnicity, background or physical abilities… or any other factor. We intend to do this by making sure that: • All types of people have an opportunity to join the various groups that influence our services. • We look very carefully at the way our services are delivered to check that a particular group of people is not being treated less favourably. • All types of people are given the opportunity to have their say. To do this properly we need to know which groups people belong to, such as age group and ethnic group. We already have some of this information, but we need to fill in the gaps and make sure that the information we have is correct. We need your help. Every tenant will be receiving a ‘Fair Service Monitoring Form’ through the post. We’re asking you to fill it in and send it back to us at no cost to yourself. A separate form has been sent to every tenant in your household. Please complete the form that has your name on it. The information you provide on this form is completely confidential. The more information you give us, the better we can make sure that we are being fair. Some information will be used to highlight any specific needs. For example, if you tell us that you need letters in large print, we’re changing our computer systems so that it will alert staff of this and we’ll send out information in the best format for you. You can return the form to us free of charge in the post by folding it over and sealing it, or you can drop the sealed envelope off at any of our offices. Incidentally, if you need any help in filling out the form, our staff in housing offices will be happy to do this - please just ask. We are having a prize draw for £50 to encourage as many of you as possible to send in your completed form. Please return it to us as soon as you can to make sure your name is included in the draw. Thank you for your help and good luck with the prize draw. Article 7: Respect! Hello, my name is Jonathan Walton and my title for the last 6 months has been ‘Respect Coordinator’ which as the parent of two teenagers could be considered vaguely humorous! The Respect Agenda is a government initiative that aims to ensure that local agencies tackle unacceptable behaviour and its causes in order to improve the quality of life for residents. This agenda intends to have an impact on areas in our society that affect us all such as health, education and housing. RBH is a ’social landlord’ and one particular aspect of this initiative has been designed to impact upon the delivery of services to tackle anti-social behaviour (ASB) provided by the company to its tenants. This specific part is referred to as the Respect Standard for Housing Management and RBH signed up to this in October 2007. In short it is intended to ensure that RBH delivers effective services to our tenants and residents in order to deal with nuisance and ASB. So, what is Respect? It has a two fold function. One is that it provides support in areas such as parenting and debt counselling in order to prevent the occurrence of ASB in the first place. The second function comes into play where such offers are refused or ineffective. Then there is an expectation that landlords will then use all the enforcement tools available to them to deal with nuisance and ASB. The aim of every action is the same – it is to stop the nuisance behaviour occurring and improve the quality of life for tenants and residents living on our estates. The standard itself is made up of six ‘core commitments’ which are: • Accountability, leadership and commitment (to tackling problems) • Empowering and reassuring residents • Prevention and early intervention • Tailored services for residents and provision of support for victims and witnesses • Protecting communities through swift enforcement • Support to tackle the causes of ASB This means that a much stronger emphasis will be placed on customer satisfaction. There is an expectation that tenants and residents will drive and shape the delivery of these services at local level. In future we will try to gauge the successes of our actions through the eyes of our customers. Currently success is gauged on the strength of statistics generated by actions taken – in future we will be looking to evaluate the impact and end result of the actions taken rather than just counting them up. RBH is currently reviewing the way that we tackle nuisance and ASB. We believe that we need to provide: • Better access to our services • Swifter enforcement • Enhanced support for victims of ASB This is all well and good but what we really need to improve is to know what you think. Consultation with the people our service affects is key to turning government-led theory into local, effective practice which does actually make a difference to the quality of life for tenants and residents. We are undertaking activities to realistically consult our customers to find out which areas they feel need to be improved. So here are some questions we need YOU to consider. • What do we do well? • What do you think we need to do to improve our services to you? • What are the particular issues that affect your quality of life in the specific area/property in which you live To sum up, the Respect Standard for Housing Management should provide you with clear guidelines and assurances that customers and service users should expect to receive when RBH undertakes to deal with nuisance and ASB on your behalf. If you have any comments or suggestions that you would like to make in response to this article please do not hesitate to contact me, on 01706 273802 or in writing to: Jonathan Walton, The Old Post Office The Esplanade, Rochdale OL16 1AE. E-mail: jonathan.walton@rbhousing. org.uk Article 8: Rochdale BOrough Tea Day - Tuesday 1st April Everyone living in the borough is being encouraged to get to know their neighbours or other people over a cup of tea. There are lots of opportunities for you to get involved in the fun – All for FREE. - “Tea for Two – Share your Brew” with tea bags being distributed around the borough. - Drop in to the Mad HattersTea Party at Rochdale Town Hall (11am to 3pm) or join in the Festival Tea Party at Darnhill Library, Heywood from 2pm. Fun activities for all ages and plenty of tea and cakes to go round. Look out for the Tea Day logo on posters and in the local press to find out more about the events near you. teaday@rcd.org.uk Article 9: RBH is 'getting ready for the Digital' TV switchover Digital TV is set to come to the Granada region at the end of 2009 and this is the second of a series of articles to ensure you are ready. Switching off the analogue signal means the digital signal can be boosted ensuring coverage across the country. Some of you that share aerials are currently experiencing reception problems and RBH are trying to provide assistance with existing reception equipment where possible. However some homes with poor TV reception may not improve until the switchover. RBH will start the upgrades to the existing communal reception equipment this summer, firstly with the sheltered housing flats and moving on to the other blocks of maisonettes and flats that have communal equipment and are more than two storeys high. We have already started to choose the companies that will carry out the installation. If you are included in the upgrade works, we will already have written to inform you and carried out consultation. We have also written to those tenants and residents that were previously upgraded in the late 1990s, for example Stoneyvale Court who can already receive digital signals to inform them that they will not need the upgrade work. Only slight alterations will need to be carried out by RBH before the switchover. Those of you that are not going to be upgraded by RBH who presently share an aerial with others do not need to change your existing communal aerial. We have been informed that to upgrade to receive digital transmissions will only require the fitting of a new piece of equipment per communal aerial. We are in the process of writing to all of these tenants and residents to give them more details. If you are a tenant with your own aerial, then you will need to check that the aerial is capable of receiving digital signals. You can do this by contacting companies who are members of the Confederation of Aerial Installers (CAI) and or Registered Digital Aerial installers (RDIs) who can test your aerial and give you advice. The Office of Communications (Ofcom) however have advised that less than 7% of homes across the UK will actually need an aerial upgrade. We would however advise caution if approached by door to door salesman who may call telling you that a new aerial is needed. You should only approach companies who are members of the two organisations above. Look out the next edition for more information on the switchover. Or see www.digital. uk.co.uk and www.itvdigital/ switchover. Article 10: Gill says goodbye to Rochdale and RBH Gill Walch, the Chair of the Board of Rochdale Boroughwide Housing, announced this month that she will be stepping down from the Board this April. Gill’s decision was due to a forthcoming move from Rochdale to Scotland in order to be closer to other members of her family. Gill has been one of the six tenants on our Board since August 2004 and has been the organisation’s Chair since September 2006. Gareth Swarbrick, our Acting Managing Director, said: “Gill has devoted lots of time and energy to her role as Chair over the last two years. She took over at a time when our future was uncertain but leaves us with a ten year agreement with the Council and advanced plans to build new affordable rented homes to meet local housing needs. She will be really missed.” Gill said: “A lot of my close family live in Scotland and an opportunity has arisen to move closer to them. It is too good an opportunity to turn down.” She continued, “It will be hard to leave Rochdale and to say goodbye to my many friends. I am especially sad to step down from the Board at a time when the organisation has a very exciting future with well advanced plans to build new homes, improve neighbourhoods and deliver a range of service improvements for tenants. I would like to thank my fellow Board members and all staff for their help, support and hard work. I wish them all well for the future.” The Board will elect a new Chair in due course. Article 11: Join us on an estate walkabout Rochdale Boroughwide Housing is offering customers the opportunity to join us on one of our estate walkabouts. Housing Officers undertake regular estate inspections to ensure our estates are clean and tidy and to identify any environmental concerns. By coming along you have the opportunity to influence how we deal with issues and can identify, at first hand, the problems and positives, in your area. Housing Officers will keep a record of any issues raised and will let you know what action has been taken. We are also inviting partner agencies to attend some of the walkabouts, particularly those highlighted in bold on the schedules. Please look at the enclosed calendar or contact your local Housing Officer if you want any further information on your next walkabout. Why not keep the calendar somewhere handy at home so you can see when we are looking at your area throughout the year? In inclement weather the walkabout may have to be rearranged – please contact your Housing Officer if you are unsure. Article 12: Just the job Looking for your first job, a career change, or just a new challenge? Ever thought of working for RBH? In April we’re running a series of drop- in sessions across the borough for residents to find out a bit more about what’s on offer working for RBH. Why not come along and see for yourself? There will be members of the Personnel team available to chat to about the application process, as well as staff from different areas of the organization and in a variety of posts. We’ll have information about our current vacancies, as well as apprentice jobs which will be being advertised soon. You don’t need to make an appointment, just pop along to a session that’s convenient to you. Sessions will be on: Tuesday 8th April 2-4pm: Carroll Suite, Middleton Civic Centre, Fountain Street, Middleton Wednesday 9th April 2-4pm: Kirkholt Drop- In centre, 10 The Strand, Kirkholt Tuesday 15th April 10am-12: Deeplish Community Centre, Hare Street, Rochdale Wednesday 16th April 2-4pm: Committee room 2, Rochdale Town Hall, The Esplanade, Rochdale Monday 21st April 2-4pm: Littleborough Council Chamber Wednesday 23rd April 2-4pm: Kashmir Youth Project, Unique Enterprise Centre, Belfield Road, Rochdale Monday 28th April 2-4pm: Heywood Magic Market Hall, York Street, Heywood Wednesday 30th April 2-4pm: Butterworth Hall Community Centre, New Street, Milnrow We’d love to see you there! If you know anyone that might be interested about the sessions please let them know too. For more information please phone Caroline on 01706 273843 Article 13: Text your rent If you’ve got - a mobile phone, your RBH swipe card and a credit or debit card you can now pay your rent by text. Allpay`s secure SMS text message bill-payment option is now available. Simply register online on https:// www.allpayments.net/textpay/login.aspx And you can pay your rent anytime, anyplace, anywhere. HOW CONVENIENT IS THAT Article 14: £600,000 environmental improvements - You decide at Area Panel Meetings The next round of Area Panel meetings will be approving up to £600,000 of environmental improvement schemes. All quick win schemes costing more than £1,000 are decided by tenants and residents who attend the Area Panels. If you attend the meeting in your area you will have a vote on which schemes are approved. If there is a part of the environment in your area that needs improving, please report it to your housing officer. All proposals will be considered. Details of the next round of meetings are as follows: Rochdale North –Monday, 19th May, 6 – 8 pm Venue: Reception Room,Rochdale Town Hall Pennines –Wednesday 21st May, 6 -8 pm Venue: Littleborough Community Campus, Calderbrook Road Heywood –Thursday, 22nd May, 10 am – 12 noon Venue: Heywood Market Conference Room Middleton –Monday 2nd June, 6 -8 pm Venue: Middleton Civic Centre Article 15: Let Us Know What You Think If you have any comments or questions about Tenants Talkback,please contact Jane Howard, Communications Manager on 01706 273835, Email: jane.howard@rbhousing.org.uk or write to Jane at Rochdale Boroughwide Housing, The Old Post Office, The Esplanade, Rochdale OL16 1AE Article 16: Useful Telephone Numbers Rochdale Boroughwide Housing .............................0845 070 5170 24hr Repairs Call Centre .................................0845 076 3636 Planned Maintenance Department ...........................0845 123 5627 Telephone Rent Payments .........................................866180 HomeChoice freephone .....................................0800 091 2248 RBH Legal Team (ASBOs, nuisance) ............................... 273972 RBH Formal Complaints ....................................0845 123 5628 HOUSING OFFICES Cedar Avenue (Heywood) ......................................... 364124 Bellshill ...................................................... 643719 Freehold ....................................................... 924063 Hollin ...................................................0161 655 3922 Kirkholt ....................................................... 354222 Littleborough .................................................. 378221 Lower Falinge .................................................. 642220 Middleton ...................................................... 927120 Milnrow ........................................................ 342559 Newbold ........................................................ 714460 Smallbridge .................................................... 924068 For opening times please ring the office or check our website http://www.rbhousing.org.uk/contact_us/area_offices.htm COUNCIL SERVICES Council Tax...............................................0845 121 2970 Municipal Offices (Council Switchboard) ........................ 647474 Refuse Collection and Recycling ..........................0845 226 1800 Street Lighting ................................................ 924541 Street Cleansing .........................................0845 226 1800 Grounds Maintenance ......................................0845 226 1800 Environmental Health eg Drains, Noise, Graffiti,Pollution.0845 121 2975 Social Services (office hours) ................................. 647474 (the Council switchboard will help you find the right Social services section you need) Social Services (5pm-8.30pm+weekends) ....................0845 121 2975 WEB ADDRESSES www.rbhousing.org.uk www.rochdalehomechoice.org.uk