Month 2012 Tenants’ Tenants newsletter Tenants newsletter · 2013-12-20 · when there are big...

Tenants’ newsletter

Inside

www.cornwallhousing.org.ukTel: 0300 1234 161

Message from Nick Ball, Chair of Cornwall Housing and Jane Barlow, Managing Director

The creation of Cornwall Housing is a very exciting opportunity for Cornwall, as it recognises the importance of council housing in Cornwall. It also gives us an opportunity to join up services, improving efficiency and quality. This will allow us to reinvest any savings in our services to improve them and better meet your expectations.

The creation of our company comes at a time when there are lots of opportunities for housing – you may be aware that the national funding system for council housing has been changed. For Cornwall, this means that we have more money to spend on improvements to your homes, as well as new initiatives such as building more council homes. Alongside this, the Council has shown its commitment to housing by agreeing to an ambitious £62m investment programme over four years, some of which will bring benefits to our housing.

Welcome to Cornwall Housing

Tenants newsletter Month 2012

InsideWelcome to Cornwall Housing

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Tenants newsletter Month 2012

InsideWelcome to Cornwall Housing

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Fun Days and Roadshows, Summer 2012

• Who we are and what are our priorities

• Cornwall Housing Launch Events

• Involve you in decisions about your homes

• Tenant-led Scrutiny Panel

• Faster housing benefit claims

• What you need to know about changes to benefits

• Ask the board

• Big Decisions

Summer 2012

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Setting up the new company has involved a significant amount of work and could not have been achieved without the dedicated involvement of a number of tenants across Cornwall. They have ensured that the voice of our tenants has been heard in all our plans. This has been invaluable to us and there is an ongoing commitment from us both going forward, that we will continually strive to ensure our tenants and indeed other customers are involved and engaged.

(continued from page 1)

There are, of course, some major challenges coming up for all of us. You will find within this newsletter an article on Welfare Reform, one of the most significant changes to the welfare state in years. This will affect not only our tenants but our plans for the future.

However, the new company is well placed to tackle these challenges with a highly skilled and motivated Board, as well as a strong and talented workforce who are ambitious to ensure that Cornwall Housing is successful and provides you with excellent services.

Do it directlyNearly half of our tenants are now paying their house or garage rent by direct debit. It’s by far the easiest and safest way to pay your rent.

Setting up a direct debit is easy. Just fill in one simple form and we’ll do the rest. Once the payment is set up, you’ll be told how much rent you will pay and on what day.

If there are any changes to the rent payable your direct debit collection amount will be amended accordingly. You will always be told about changes at least 10 days before your payment is due.

You are also covered by the direct debit guarantee, which means that if a mistake is made you are guaranteed an instant refund from your bank or building society.

From the 1st October 2012 tenants in the former Carrick Housing area will be offered a second monthly collection date. In addition to the 1st of the month there will also be the option to pay on the 16th of the month. This will align them with the tenants in the East area.

If you would like to switch to direct debit, or would like advice about paying by direct debit, please call 0300 1234 161.

Cornwall Housing apprenticeshipsWe’ve invested in our own workforce and the wider community in Cornwall by setting up a rolling programme of apprenticeships.

Apprenticeships last between two and four years, depending on the trade or business specialisation. We currently have six apprentices in various stages of their training. Competition for the current apprenticeship places was fierce, with applicants across the whole county for each post.

Each apprentice spends a day a week at college and the rest of the week working for us. Our apprentices gain up to date qualifications and learn valuable skills from our own staff, who share their knowledge of delivering repairs and maintenance in social housing.


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Housing Options teamYou’ve probably already heard of the Homechoice housing register, the choice based system for letting council and housing association homes in Cornwall. The Housing Options team looks after Homechoice and also offers housing advice to anyone who requests it, whether one-off or ongoing case work.

Our aim is to prevent homelessness wherever possible through individually tailored advice. Where that’s not possible, we also have a homelessness service, which includes providing temporary accommodation. We’ve seen more demand for both housing advice and homelessness services over the last year.

We also work to reduce rough sleeping and youth homelessness and to help homeless households move into private sector housing.

Our priorities Some of our biggest challenges are around continuing to prevent homelessness at a time when there are big changes to welfare and benefits. There are also long standing issues about the price and availability of housing in Cornwall, and we’ll continue to work on these issues in both the short and long term.

Who we are and what are our prioritiesAssets team The Assets team is responsible for maintaining 10,500 council homes, 2,500 garages, 351 leasehold properties, 48 play areas, 21 shops, 18 stores, 13 community rooms, three gypsy and traveller sites, and two hostels.

We take care of planned maintenance and emergency repairs and run a workshop that builds windows for council homes in Cornwall.

We also look after health and safety and inspecting properties.

We manage Cornwall Housing’s investments, including a 30 year capital programme worth £317m, and develop new affordable homes in Cornwall.

Our priorities We want to make sure all 10,500 of our council homes meet the Cornish Housing Standard within five years. We’re reviewing the condition of all our land and buildings, including garages.

We also plan to trial photo voltaic panels as a way of providing affordable heating and aim to launch a programme to build 200 new council homes.

Landlord Services teamThe Landlord Services team manages all of Cornwall Council’s housing, including garages and the three gypsy and traveller sites.

We look after tenancies and rents, as well as making sure empty properties are brought back onto the Homechoice register as soon as possible.

We also manage housing estates, provide a supported housing service for older people and those with specific needs, and deal with things like neighbour nuisance and anti-social behaviour.

Our priorities This year we’re concentrating on helping tenants understand how the changes in the Welfare Reform Act will affect them and what they need to do.

We’ll be reviewing homes for older people in East Cornwall, and we’re helping Cornwall Council develop their tenancy policy. We’re also looking at a single rent charging period for East and Mid Cornwall (currently 48 weeks in East Cornwall and 52 weeks in Mid Cornwall).

On top of this, we will be review services such as grounds maintenance and communal cleaning and what we charge for them.

Adrian Pengelly

Cathy Hadfield Pete JarmanPete Jarman

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Falmouth

Truro

Berryfields Bodmin

Launceston

Looe

Bodmin

Saturday, 15th September 12pm-4pm

Wednesday 22 August 11am-3pm

Thursday 23 August 11am-4pm

Wednesday 29th August 11am-3pm

Friday 31 August 11am-3pm

Friday 7 September 10:30am-3pm

LLAMA Fun day

Trelander Fun Day and Roadshow

Berryfields Fun Day

Roadshow

Roadshow

Wider Forum Event

Trescobeas Playing Field, Falmouth, TR11 2HQ

Trelander and St Clements Community Centre and playing fields, Trelander Highway, TR1 1PE

Berryfields Community Centre and field to the side and behind the centre

Launceston Town Hall, Western Road, PL15 7AR

Sunrising Estate, Bottom Green opposite end to entrance

Bodmin - phone to book a place

Cornwall Housing Launch Events- Visiting Communities this SummerCornwall Housing started managing your homes in April this year after much consultation with council tenants across Cornwall and our tenant forums.Our board members and directors, staff and tenants from the forums will be visiting local communities during August to tell you about Cornwall Housing and how we plan to improve services for you.

We want to talk to you about:

• The New Cornish Housing Standard

• How we involve tenants in helping to monitor and improve services

• The new welfare reforms and what it might mean for you

• Your views on our tenants’ newsletter and much more!

Managing Director Jane Barlow has this to say:

“We want to launch Cornwall Housing with a series of road shows and fun days so we can meet our customers in their communities across Cornwall. It’s important to Cornwall Housing that we work closely with our customers to provide a service that is customer friendly, value for money and more importantly listens to what customers have to say.”

Cornwall Housing Summer Launch Events:

(In the event of very wet weather some events may have to be cancelled.)


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How should we involve you in decisions about your homes?There are many different ways that you can get involved or let us know what you think about the way we manage your home. This summer the two tenants’ forums, the Council and Cornwall Housing are reviewing the Tenant Participation Compact.

What is the Tenant Participation Compact?The Tenant Participation Compact is an agreement between tenants and the Council about how we will involve you in decisions about your homes. In Cornwall the Council inherited three different tenant participation compacts from the district councils that it got council housing from (North Cornwall, Caradon and Carrick). Cornwall Housing is working with the council and tenants to create one Tenant Participation Compact. Councillor Mark Kaczmarek said “We ask your opinion before we make our decisions about your home and landlord service – we will continue to do so. This makes sure we are making services the best they can be. We want to involve as many different people as possible and we don’t want there to be any barriers for anyone to get involved.”

We want to know:• what ways suit you?• what do you expect when we involve you? And • what support do you need?

What do you think?This summer we are coming out to visit communities across Cornwall to ask what you think about how we should involve you in decisions about your home.The tenants’ forums have been looking at the different ideas, and are coming with us to roadshows and focus groups to ask you:1. What is the best way to keep you informed

(newsletter, website, addressed letters, text)?2. What is the best way to get your views (postal

survey, email, web survey, phone survey, door-to-door, at a community event, in a focus group)?

3. What would encourage you to get involved (transport arranged for you, access to internet, training and accreditation, knowing how you make a difference)?

4. We currently support tenants’ forums to discuss services and get the views of tenants (for example - agreeing the new Cornish Housing Standard or the home improvement programme). Do you think tenants’ forums are the best way to have in-depth discussions about your homes and services?

If you would like to participate in a focus group or a telephone or postal survey – call us on 0300 1234 161 or text My opinion matters to 07941 712 712 or email us at [email protected]

❝Asking your opinion helps make sure we are making the right decisions for your landlord service and your home

Cllr Mark Kaczmarek❞

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Tenant-led Scrutiny Panel – Nine tenants are now in place!In the last newsletter we said we were developing a Tenant Led Scrutiny Panel and asked for interested tenants to come forward.Nine tenants applied and were interviewed by tenants from the tenants’ forums and Eileen Adams, the Independent Tenant Advisor.

Five were selected to join the scrutiny panel, along with two tenants from each of the tenants’ forums, the District Forum of Tenants (Carrick area) and the Executive Committee of Tenants (East Cornwall).

The Tenant Led Scrutiny Panel will act as a critical friend to Cornwall Housing choosing service areas, for example repairs and maintenance, to scrutinise and investigate. The scrutiny panel can also ask our trained tenant mystery shoppers or tenant inspectors to help with the investigation. The scrutiny panel will report its findings and recommendations to the tenant forums and Cornwall Housing Board.

The scrutiny panel members will be trained during July and begin their work in September.

We’ll tell you about the areas the scrutiny panel members have investigated and their findings in future Cornwall Housing newsletters.

To find out more about becoming a mystery shopper or tenant inspector, ring Tania Horrocks, Tenant Empowerment Manager, on 03001234 161.

Faster housing benefit claimsCornwall Council is cutting the time it takes to process housing benefit applications to help you pay your rent sooner.

The Council can now process your new application for housing benefit within 48 hours if you bring your completed application and information to the one stop shops in:

• Camborne

• Falmouth

• Liskeard

• Penzance

• St Austell

• Truro

• Wadebridge

Staff will tell you whether you have provided all the necessary information or not. If you have, your claim will be treated as a priority and processed within 48 hours. If you need to provide more information, you will still be treated as a priority as long as you provide the rest of the information the same day.

From August you will be able to make new claims for housing benefit and council tax benefit by phone. You won’t have to complete an application form, but you may still need to provide some information. Ring 0300 1234 121 and staff will talk you through the process.


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Telephone updateWe’ve heard from tenants that some of you have been having trouble getting through to us on the 0300 1234 161 telephone number.

Because of your feedback, we’ve listened in to calls, talked to tenants and made some changes to the options that we hope will help.

If you choose the options carefully, you will get through to the right teams quicker.

It is important that you listen to all of the available options, but as a Cornwall Housing tenant the options will normally be:

• For all other housing enquiries press 2

Then

• For council tenant services, repairs and rents press 2

Tenants from the former Carrick area will then have to choose option 1 to ensure the call is transferred to the correct office. All other tenants need to choose option 2.

We want to continue to improve the service we provide and your feedback is important to us. If you have any comments or suggestions, please tell us what you think.

You can also contact us by:

Emailing [email protected]

Texting your enquiry, name and contact number to 07941 712 712

Writing to us at Cornwall Housing Ltd, Higher Trenant Road, Wadebridge, Cornwall PL27 6TW

Visiting us at:

• Carrick House, Pydar Street, Truro, Cornwall, TR1 1DP

• Trewithan House, Greenbank Lane, Liskeard PL14 3HG

• Any of Cornwall Council’s one stop shops

You could also check our new website www.cornwallhousing.org.uk for information.

Rubbish and recycling calls

During April we had more telephone calls than usual because of changes to rubbish and recycling collections.

If you would like to speak to the refuse and recycling team you should call 0300 1234 141. You can also report a missed collection online at www.cornwall.gov.uk/recycling or email your enquiry to [email protected].

How should we inform you about what we do?We are working with members of the tenants’ forums to review:

• the tenants’ newsletter, and

• the website

We want to make sure that it is easy to read and that you can find information that matters to you about our services and about your homes and communities.

This summer, at our road show, in phone surveys, and in focus groups, we will be asking you how we can make the website and newsletter better.

To find out more, call us on

0300 1234 161

Text My opinion matters to 07941 712712 or

Email [email protected]

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What you need to know about changes to benefitsAs part of Welfare Reform, the Government is changing the amount of benefit working age people will receive – and the rules for claiming.

The new benefit rules start next April, so contact us now for advice on your circumstances and what you can do.

Housing benefitIf you claim housing benefit to help pay your rent, you may be affected by changes from April 2013. Some people will get less housing benefit than they did before.

You will not be affected if you or your partner are old enough for Pension Credits (around 61 years and 6 months) by April 2013.

Cllr Mark Kaczmarek, portfolio Holder for housing and planning said “If you live in a council or Cornwall Housing home and you have one or more ‘spare’ (according to the government) bedrooms, your benefit may be reduced. This could affect

you if you are 16 – 61 years old, and even if you only get a small amount of benefit. It’s important to note that you won’t be affected if you or your partner were born on or before 5 October 1951. To find out if you will be affected and what you can do about it, contact us now.”

What’s a spare bedroom?Under the new rules if you have more bedrooms than the Government says you need, you will lose part of your housing benefit. The new rules mean you can have one bedroom for:

• Each adult couple

• Any other person aged 16 or over

• Two children of the same sex under the age of 16

• Two children under the age of 10 regardless of their sex

• A carer who does not normally live with you

It doesn’t matter how you use a spare bedroom. The new rules apply even if:

• You or your partner need to sleep apart because of a medical condition

• Your children live somewhere else but you have a spare room for when they stay with you

What happens if the Government rules say you have a spare bedroom?If you have one spare bedroom, your housing benefit will be cut by 14% of the rent you pay every week (about £12 per week).

If you have two or more spare bedrooms, you will lose 25%.

If your housing benefit is cut, you will have to pay this amount yourself.

We can talk through with you what you can do nowThere are things you can do now to make sure you are okay with a change in benefit in April:

• Apply now for help from the Council to cover the shortfall in rent in April

• Apply to move into a smaller council or housing association property

• Pay the difference yourself


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Capping the total benefit receivedFrom April 2013, the Government is also capping the overall amount of benefit working age applicants can receive.

They will add up the amount of money you receive from a range of benefits (including housing benefit, jobseekers allowance, employment support allowance, child benefit, child tax credit and carers allowance).

If the total is more than the maximum amount allowed, your housing benefit payments will be reduced. The maximum amount of benefit you will be able to receive from April will be: • Single parents - £500 per week

• Couples with or without children - £500 per week

• Single people without children - £350 per week

This won’t apply if: • You get Pension Credit or a member of your

household is claiming disability living allowance

or attendance allowance or the support element of employment support allowance or • you or your partner are receiving Working

Tax Credit or are entitled to Working Tax Credit

There will also be changes to council tax benefit and the way housing benefit payments are made. We will contact you soon with information about these changes.

If you have any questions or concerns about the changes explained in this article, contact us now for free advice about your options and where you can get help and support.

Contact our trained advisers, headed by Alan Wells, to talk through your options.

Phone us on: East Cornwall 01579 341515 Mid Cornwall 01872 224374 Email: [email protected] Text: Talk to Alan to 07941 712712

Our Board would like to hear from tenants and customers. You can submit questions to the Board, and they will answer them at one of their meetings.

To ask the Board a question, send your question to Cornwall Housing Ltd, Carrick House, Pydar Street, Truro, Cornwall, TR1 1EB or e-mail [email protected]. Make sure your question will arrive at least a week before the Board meeting. You will then be invited to ask your question at the meeting and hear the Board’s answer.

You can also come along and watch Board meetings. At the end of the meeting there is time for those who come along to watch to share their views on the issues the Board has discussed at the meeting.

If you would like to attend a Board meeting, please contact Michelle Pattison on 01209 614322 in advance so that she can make sure there’s enough seating.

Tues 28 August 18:00 The Guildhall, Launceston Town Hall, Western Road, Launceston, PL15 7AR

Mon 24 September 18:00 Committee Room, Wadebridge One Stop Shop, Higher Trenant, Wadebridge, PL27 6TW

Mon 29 October 18:00 Council Chamber, St Austell One Stop Shop, Penwinnick Road, St Austell, PL25 5DR

Mon 26 November 18:00 Committee Room 1, Penzance One Stop Shop, St Clare, Penzance, TR18 3QW

Mon 17 December 18:00 Committee Room, Wadebridge One Stop Shop, Higher Trenant, Wadebridge, PL27 6TW

Ask the board

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You Said… We Did… Over the past few months you have made many comments about our services to you. Here’s some of what you’ve told us and what we’ve done about it.

I visited your housing reception and my housing officer was unavailable to see me. I did not receive the help I felt I needed.

I was unhappy that when I moved into my new property the hedges had not been cut back.

I did not understand the messages on your telephone messaging system.

Changes have been made to ensure that we carry out all necessary work while a property is empty.

We have made changes to our original messages. Now you will hear ‘For council tenant services, repairs and rents press 2.’

You said this about our service

In most cases our reception team should be able to help with your enquiry. If you want to see a specific person, it’s best to ring us on 0300 1234 161 to make an appointment. Your housing officer will be happy to meet with you at a time and place convenient to you.

We did this to improve things

Government launches revised right to buy schemeCouncil tenants have a right to buy their home at a discount. The longer you have been a tenant, the bigger the discount. Until recently, the biggest discount available was £30,000, but the Government has now increased this discount to £75,000.For some tenants, this revised discount scheme will be an attractive reason to think about buying your council home. Buying your council home can be a good thing for you and your family, but there are many things to consider before making your decision.

Home ownership will not suit everyone and is a big financial commitment. As well as the costs of a mortgage (which may go up and down with interest rates), there are legal and survey fees to pay and possibly stamp duty. Once you have bought your home, you will have to pay for any repairs and maintenance. If you live in a flat, you will have to pay a share of repairs and maintenance to the block along with any appropriate service charges.

Because of these things, if you are thinking about buying your home we strongly advise you to get as much information as possible. You can ask us for a leaflet that will help you get started, or you can get the leaflet and more information from the Government’s website www.direct.gov.uk/righttobuy.

You can also get free advice from:

The Money Advice Service (set up by Government) on 0300 500 5000 or on www.moneyadviceservice.org.uk

The Leasehold Advisory service (for buying a flat) on 0207 383 9800 or on www.lease-advice.org

You can pay for advice from an independent financial advisor, but please make sure they are registered with the Financial Services Authority (0845 606 134).

You can also talk with your local bank or building society.

If you want to apply for Right to Buy or would like more information, contact us on 0300 1234 161 and ask to speak to a Right to Buy officer.

Page 2 Your right to buy your home Your right to buy your home Page 3

Introduction

Now might be your best opportunity to own a home. For the first time, you may be able to get a discount of up to £75,000 on the purchase price under Right to Buy. Your home would be an asset and investment for your family in the years to come – and give you the security that home ownership brings. This could be your first important step on the property ladder.

Home ownership gives you more freedom. You can make the changes you always wanted to – like decorating your home exactly how you want, or putting in a new kitchen or bathroom which is just how you like it. If you are buying a house, then you will almost certainly be a freeholder which means that you can change your house in whatever way you like – for instance, putting in a new front door or landscaping the garden.

It is a little different if you buy a flat, because you will then be a leaseholder. But even as a flat-owner, you will have much more freedom to make changes to your home.

Owning your home also means you can move on when you want to – for example, to take up a new job opportunity in another area, or take the next step on the property ladder to provide more room for your growing family. Then downsize and benefit from your investment when your children leave home.

For some people, the best thing is knowing that you have a proper stake in your home, because it’s now your name on the deeds.

Buying your home is a big decision for you and your family. Now is a good time to decide if it’s the right choice for you.

Do you have the Right to Buy? .........................Page 4

What would your home cost? ..........................Page 4

Can you afford it? ...............................................Page 6

What else do you need to think about? .........Page 7

What should you do next? ................................Page 8

If you decide to go ahead ..................................Page 9

Checklist to help you decide .............................

Getting more information .................................Page 12

Therightto buy

This leaflet sets out the main information to get you started, the questions you should ask and how to take the next steps. You will need more guidance before deciding and the back page tells you where to get this.

Your right to buy

It’seasierto take astepupIf you are a council tenant – or were living in your council home when it was sold to another landlord – this is a perfect time to think about whether buying your home is right for you. The top discount has just been increased to £75,000. And the extra money raised through the scheme is now going straight towards building new affordable homes.

Find out whether you’re eligible, how to get further advice and what steps you should take to own your home.

Insert your contactdetails here

Insert your logo here

Insert your QR code

here


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The Big DecisionsHow we make decisions for you and with you

Tenancy Management Policy developed by tenants and officers in a Steering Group

Policy taken to both area tenant forums for consultation and approval

Policy sent to relevant Board committee for approval and implementation

Here’s how a typical decision might be made:

At Cornwall Housing, our business is governed by a Board of 18 directors - six tenants, six Cornwall Councillors and six independent members who bring valuable skills in commerce, law, finance, housing and a range of other fields. Our Board makes the day to day decisions that guide our work, and these decisions affect the services you receive, both now and in the future.

Our Board has set up five committees, which oversee key areas of work and make some decisions on behalf of the Board.

One of our main objectives is to achieve tenant involvement at all levels within the company. We recognise that as tenants you know what services you need and how they should be delivered. That’s why a third of our Board members are tenants. Our tenant Board members play a full and active role both within the Board itself and also within our Board committees. They were elected by your two area tenant forums, and both forums are involved in major decisions that affect homes and services.

Some of our most important decisions, such as approval of annual budgets, are also passed by our Board to Cornwall Council for the consent of either Cabinet or full Council. You can find more information about our Board of directors and how we make decisions on our website at www.cornwallhousing.org.uk or by calling us at 0300 1234 161.

The area tenant forums also comment on many other matters, such as strategy and policy, before they go to the relevant Board committee for a decision.

Customer Focus

Asset Management

Performance and Delivery

Remuneration

Audit

Housing services, tenant participation, housing options

Repairs, maintenance, health and safety

Performance monitoring, financial plans, staff, equality and diversity, new development

Payments to directors and senior appointments, board appointments

Financial controls and meeting legal requirements

Committees Key areas of work covered

Thanks to Sandra Towe, Falmouth tenant, for long years of serviceIt is with great sadness that Sandra Towe (pictured), one of our longest-serving members has resigned. Sandra was on the Carrick District Forum of Tenants for the last ten years and served on various sub-committees. With the forum she helped oversee the creation of Carrick Housing in 2003 and made a vital contribution to keeping tenant involvement at the forefront of the transition process to Cornwall Housing.

In her resignation letter Sandra said: “In the ten years I have been on it, I have learnt a great deal and most of all made many good friends within the Forum and staff have always been extremely helpful. I also know that tenants will always be well looked after while there is a Forum.”

As Chair I’d like to thank Sandra on behalf of the Forum for all her hard work and wish her the very best for the future.

June Chappel

Chair of Carrick District Forum of Tenants

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Printed on recycled paper. JN???? March 2012

If you would like this information in another format or language please contact:Cornwall Council, County Hall, Treyew Road, Truro TR1 3AY

Telephone: 0300 1234 100 Email: [email protected]

How to contact usOur housing offices are located at:

Trewithan House, Greenbank Lane, Liskeard PL14 3HG

Carrick House, Pydar Street, Truro TR1 1DP

Our postal address is:

Higher Trenant Road, Wadebridge PL27 6TW

You can also continue to access housing services via Cornwall Council’s One Stop Shops.

You can ring us on 0300 1234 161The only exception is if you are a tenant of the former North Cornwall District Council who wishes to report a repair - then you should ring Ocean on 01208 893489

You can email us at [email protected]

Information about our services is available on our websitewww.cornwallhousing.org.uk

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