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-
Hou
sing
, Lei
sure
and
Pro
perty
Ser
vice
s
Mat
ters
Supp
ortin
g re
side
nt in
volv
emen
t in
the
Brox
tow
e Bo
roug
h
Tena
nt &
Lea
seho
lder
Resi
dent
s’ D
ay T
rip
to
Skeg
ness
A Ye
ar in
the L
ife
o
f You
r Lan
dlord
Dem
entia
Frien
dly
Com
mun
ities
UNIV
ERSA
L CRE
DIT
INCL
UDES
GUID
E TO
PULLO
UTSP
ECIA
L!
Esta
te
Ro
adsh
ows
1st A
pril
2014
- 31
st M
arch
201
5
-
Hou
sing
, Lei
sure
and
Pro
perty
Ser
vice
s
Wel
com
e to
our
Ann
ual R
epor
t for
20
14/1
5 w
hich
hig
hlig
hts s
ome
of o
ur
key
achi
evem
ents
ove
r the
pas
t yea
r.
It’s b
een
a gr
eat y
ear a
nd
we
have
don
e m
ore
than
eve
r in
part
ners
hip
with
you
our
tena
nts a
nd
leas
ehol
ders
. The
re h
as b
een
som
e fa
ntas
tic p
roje
cts a
nd p
artn
ersh
ip
wor
king
whi
ch w
ill co
ntin
ue in
to th
e fu
ture
. We
hope
you
enj
oy re
adin
g ab
out o
ur a
chie
vem
ents
in th
is n
ew-
styl
e re
port
.
A sp
ecia
l tha
nks t
o al
l our
tena
nts
and
leas
ehol
ders
who
wor
k tir
eles
sly
with
us t
o en
sure
we
offer
the
serv
ices
that
you
wan
t and
nee
d,
also
the
Edito
rial P
anel
and
Res
iden
t In
volv
emen
t Gro
up (R
IG) w
ho h
ave
been
gre
atly
invo
lved
in d
esig
n an
d co
nten
t of t
his r
epor
t.
I am
pro
ud to
lead
such
a g
reat
team
an
d lo
ok fo
rwar
d to
the
chal
leng
es
a ne
w y
ear w
ill
brin
g.
Vick
i Whi
ttak
er-
Stok
esH
ead
of
Hou
sing
CON
TEN
TSYo
ur Inv
olve
men
tCa
se S
tudi
esRe
side
nts T
rip to
Ske
gnes
sRe
side
nts T
ake
Lead
on
Child
ren’
s Pla
y Ar
ea Your
Hom
eRe
pairs
and
Mai
nten
ance
Mod
erni
satio
nsCa
se S
tudi
esIn
-hou
se G
as S
ervi
cing
Cont
ract
ors C
omm
itmen
t to
Com
mun
ity
Initi
ativ
es
Your
Nei
ghbo
urho
od,
Your
Com
mun
ityCa
reta
king
Ser
vice
sAn
ti-So
cial
Beh
avio
urRe
tirem
ent L
ivin
gBr
oxto
we
Boro
ugh
Med
iatio
n Se
rvic
esCa
se S
tudi
esCo
mm
unity
Cle
an-u
p Da
ys a
nd E
stat
e Ro
adsh
ows
Tena
nt’s
son
Bann
ed F
rom
Vill
age
Your
Ten
ancy
Hous
ing
Opt
ions
Mut
utal
Exc
hang
e
Leas
ehol
ders
Mat
ters
Hou
sing
Mat
ters
Dem
entia
Frie
ndly
Com
mun
ities
Build
ing
New
Affo
rdab
le H
omes
Perf
orm
ance
Mat
ters
Top
Ten
Perf
orm
ance
Indi
cato
rs
Com
plai
nts
&
Com
plim
ents
Cont
act
Us
2 4 6 8 8 9 10 11
Bac
k
1
The
last
12
mon
ths h
ave
been
bus
y fo
r in
volv
emen
t. It
has b
een
grea
t to
see
diffe
rent
way
s of i
nvol
ving
you
de
velo
p, g
ivin
g th
e Ho
usin
g De
part
men
t cha
nce
to ta
lk
to m
ore
resi
dent
s and
I am
look
ing
forw
ard
to se
e w
hat
the
next
12
mon
ths w
ill b
ring.
As a
resi
dent
it h
as b
een
very
re
war
ding
to b
e in
volv
ed w
ith
and
see
proj
ects
and
act
iviti
es
deve
lopi
ng; f
rom
com
mun
ity
even
ts su
ch a
s the
Est
ate
Road
show
in
Sta
plef
ord,
thro
ugh
to a
revi
ew
of th
e Vo
ids P
roce
ss a
nd th
e pr
oduc
tion
of th
is re
port
.
Your
invo
lvem
ent,
no m
atte
r how
yo
u ch
oose
to d
o it
real
ly h
elps
th
e Co
unci
l to
deve
lop
serv
ices
. If
you
com
plet
e a
satis
fact
ion
surv
ey
follo
win
g w
orks
in y
our h
ome,
th
e re
sults
will
be
cons
ider
ed b
y th
e Se
rvic
e Re
view
Gro
ups a
nd I
wou
ld e
ncou
rage
all
tena
nts a
nd
leas
ehol
ders
to p
rovi
de fe
edba
ck
on th
e se
rvic
es y
ou re
ceiv
e.
Alan
Fox
Chai
r, Re
side
nt
Invo
lvem
ent
Grou
p (R
IG)
-
YOU
RIn
volv
emen
tW
hen
resi
dent
s bec
ome
invo
lved
th
ere
are
a nu
mbe
r of w
ays o
f mak
ing
sure
you
r voi
ces c
ount
and
vie
ws a
re
cons
ider
ed w
hen
serv
ice
area
s are
be
ing
deve
lope
d.W
heth
er y
ou a
re fi
lling
in a
satis
fact
ion
surv
ey a
fter
wor
ks h
ave
been
com
plet
ed in
you
r hom
e, o
r att
endi
ng
mee
tings
to d
iscu
ss se
rvic
e de
velo
pmen
ts w
ith o
ffice
rs;
all y
our v
iew
s and
opi
nion
s hel
p to
mak
e su
re se
rvic
es
are
deve
lope
d to
ada
pt to
the
chan
ging
nee
d of
all
our
resi
dent
s.
If yo
u do
n’t f
eel w
e ar
e ge
ttin
g it
right
ple
ase
tell
us so
th
at c
hang
es ca
n be
cons
ider
ed. L
ikew
ise
if w
e ar
e do
ing
som
ethi
ng w
ell w
e w
ould
als
o lik
e yo
u to
hea
r fro
m y
ou.
The
Resi
dent
Invo
lvem
ent S
trat
egy
is c
urre
ntly
und
er
revi
ew a
nd th
e Ho
usin
g De
part
men
t is w
orki
ng to
war
ds
intr
oduc
ing
a co
mm
unity
dev
elop
men
t ele
men
t to
invo
lvem
ent.
The
revi
ew is
bei
ng co
nduc
ted
with
th
e Re
side
nt In
volv
emen
t Gro
up (R
IG) a
nd w
ill b
e co
mpl
eted
bef
ore
the
end
of th
e ye
ar.
Trai
ning
pla
ces
take
n up
by
invo
lved
re
side
nts
2,56
8Re
pairs
Sat
isfa
ctio
n Su
rvey
s com
plet
ed
492
Resi
dent
Invo
lvem
ent
Cons
ulta
tion
com
plet
ed
443
Retir
emen
t Liv
ing
Revi
ew
Cons
ulta
tions
com
plet
ed
47
14
3M
oder
nisa
tions
Sa
tisfa
ctio
n Su
rvey
s co
mpl
eted
13
Edito
rial P
anel
mee
tings
The
Edito
rial P
anel
is a
gro
up o
f re
side
nts w
ho w
ork
with
offi
cers
to
pro
duce
the
Hous
ing
new
slet
ter
‘Ten
ant a
nd L
ease
hold
er M
atte
rs’ a
nd
‘A Ye
ar in
the
Life
of Y
our L
andl
ord’
8
Web
Foc
us G
roup
Mee
tings
The
Web
Foc
us G
roup
has
bee
n se
t up
to re
view
the
cont
ent a
nd st
ruct
ure
of
the
Hous
ing
web
pag
es
3 Ho
usin
g
Pe
rfor
man
ce G
roup
mee
tings
The
Hous
ing
Perfo
rman
ce G
roup
is a
wor
king
gro
up o
f cou
ncill
ors a
nd
tena
nts w
ho m
onito
r pro
gres
s aga
inst
the
Hous
ing
Reve
nue
Acco
unt 3
0 Ye
ar B
usin
ess P
lan
Your
invo
lvem
ent du
ring
20
14 -
2015
2 Co
mm
unity
Cl
ean-
up D
ays
Revi
ew o
f Voi
ds P
roce
ssA
Void
is a
pro
pert
y th
at h
as b
ecom
e em
pty
and
goes
thro
ugh
a se
t pro
cess
to
ens
ure
it is
read
y to
rele
t.
Disa
bilit
y Fo
rum
Old
er P
erso
n’s W
eek
Retir
emen
t Liv
ing
Soci
al
Activ
ities
Mod
erni
satio
n O
pen
Days
Revi
ew o
f Ret
irem
ent
Livi
ng C
ar P
arks
Gara
ge S
trat
egy
Cons
ulta
tion
Heal
thy
Livi
ng E
vent
s
Men
in S
heds
Hous
ing
Stra
tegy
Co
nsul
tatio
n
29
Serv
ice
Revi
ewGr
oup
Mee
tings
The
Resi
dent
Invo
lvem
ent
Grou
p (R
IG),
Hom
es G
roup
and
Ne
ighb
ourh
oods
Gro
up a
re
Serv
ice
Revi
ew G
roup
s of
resi
dent
s who
are
supp
orte
d by
offi
cers
to d
evel
op
serv
ices
Hou
sing
, Lei
sure
and
Pro
perty
Ser
vice
s2
-
Hou
sing
, Lei
sure
and
Pro
perty
Ser
vice
s3Re
side
nts’ D
ay T
rip
to
Skeg
ness
INVO
LVEM
ENT
CA
SE
STU
DIE
S
‘Spe
ndin
g tim
e aw
ay
from
the d
ull s
ame o
ld
scum
my t
own
has g
iven
me
chan
ce to
bon
d w
ith m
y son
pr
oper
ly a
gain
.’
One
fin
al c
omm
ent th
at d
emon
stra
tes
our
leve
l of
cust
omer
car
e:
‘All
Brox
tow
e st
aff h
ave
been
fant
astic
.’
‘The
favo
urite
pa
rt fo
r me w
as
seei
ng m
y boy
hav
e a
lot o
f fun
.’
Durin
g a
Com
mun
ity C
lean
-Up
Day
in C
hilw
ell
one
resi
dent
told
us a
bout
thei
r ide
a fo
r a
Child
ren’
s pla
y ar
ea.
Ther
e ar
e a
lot o
f you
ng ch
ildre
n in
the
area
and
thei
r nea
rest
par
k is
to
o fa
r aw
ay fo
r the
m to
get
to sa
fely
. Fol
low
ing
disc
ussio
ns a
n ar
ea o
f la
nd h
as b
een
iden
tifie
d th
at is
suita
ble
for a
pla
y are
a an
d th
e re
siden
t is
wor
king
har
d en
cour
agin
g ot
hers
to g
et in
volv
ed w
ith th
e pr
ojec
t.
Hous
ing
and
othe
r Cou
ncil d
epar
tmen
ts a
re su
ppor
ting
resid
ents
to
turn
thei
r ide
a in
to re
ality
, wor
king
tow
ards
get
ting
a pa
rk in
stal
led
befo
re th
e en
d of
nex
t yea
r.
Resi
dent
s Ta
kes
Lead
on
Chi
ldre
n’s
Play
Are
a
Due
to th
e
succ
ess o
f the
trip
the
Hous
ing
Depa
rtmen
t will
be
look
ing
at o
rgan
ising
simila
r trip
s for
resid
ents
in th
e fu
ture
.
‘Enj
oyed
a d
ay
out w
ith m
y chi
ldre
n I w
ould
usu
ally
hav
e st
rugg
led
to d
o.’‘It
was
a g
ood
day o
ut,
me a
nd th
e kid
s hav
en’t
been
to S
kegg
y for
year
s, so
w
e rea
lly en
joye
d it.
Tha
nk
you’
‘I ha
ve
bene
fitte
d fro
m
getti
ng to
know
diff
eren
t pe
ople
, who
wer
e frie
ndly
an
d en
joya
ble t
o be
ar
ound
.’
A da
y at t
he se
asid
e w
as re
cent
ly
orga
nise
d fo
r som
e of
our
re
siden
ts, f
unde
d by
Vin
shire
He
atin
g &
Plum
bing
Ltd.
The
day
ena
bled
cons
ulta
tion
to ta
ke p
lace
with
youn
g fa
mili
es
who
wou
ldn’
t nor
mal
ly e
ngag
e w
ith u
s. Th
e pu
rpos
e of
the
day
was
to e
ngag
e w
ith fa
mili
es to
di
scus
s hou
sing
rela
ted
issue
s an
d se
rvice
s, w
hile
pro
vidi
ng a
n op
portu
nity
for f
amili
es to
spen
d
time
toge
ther
at t
he se
asid
e.
With
clea
r blu
e sk
ies a
nd th
e su
n sh
inin
g br
ight
ly, r
esid
ents
w
ere
able
to e
njoy
the
sight
s an
d so
unds
of S
kegn
ess a
t the
ir ow
n le
isure
. The
buz
z fro
m
resid
ents
at t
he e
nd o
f the
day
an
d he
arin
g th
eir e
xcite
men
t ab
out w
hat t
hey h
ad
done
dur
ing
the
day,
just
de
mon
stra
tes t
he va
lue
of th
ese
days
for o
ur
resid
ents
.
-
4H
ousi
ng, L
eisu
re a
nd P
rope
rty S
ervi
ces
The
Repa
irs a
nd M
aint
enan
ce a
nd th
e M
oder
nisa
tions
te
ams h
ave
been
wor
king
har
d th
roug
hout
the
year
to
mai
ntai
n yo
ur h
omes
and
kee
p th
em m
oder
nise
d to
a
dece
nt st
anda
rd. M
ore
wor
k ha
s bee
n co
mpl
eted
tow
ards
th
e Br
oxto
we
Stan
dard
, whi
ch is
a h
ighe
r sta
ndar
d th
an h
as to
be
achi
eved
.
2013
-201
494
%20
14 -2
015
97%
Targ
et97
%20
15 -2
016
Targ
et98
%
Appo
intm
ents
mad
e an
d ke
pt
2013
-201
495
%20
14 -2
015
95%
Targ
et98
%20
15 -2
016
Targ
et99
%
Satis
fact
ion
with
Rep
airs
&
Mai
nten
ance
Ser
vice
Repa
irs
com
plet
edon
the
first
vis
it 20
13 -2
014
92%
2014
-201
596
%Ta
rget
96%
2015
-201
6Ta
rget
97%
2013
-201
496
%20
14 -2
015
99%
Targ
et97
%20
15 -2
016
Targ
et10
0%
Annu
al g
as s
afet
y se
rvic
ing
/ in
spec
tions
und
erta
ken
2013
-201
496
%20
14 -2
015
99%
Targ
et97
%20
15 -2
016
Targ
et98
%
Prio
rity
A jo
bs c
ompl
eted
w
ithin
24
hour
s
2013
-201
497
%20
14 -2
015
97%
Targ
et97
%20
15 -2
016
Targ
et98
%
Prio
rity
B jo
bs c
ompl
eted
w
ithin
3 d
ays
2013
-201
496
%20
14 -2
015
99%
Targ
et97
%20
15 -2
016
Targ
et98
%
Prio
rity
C jo
bs c
ompl
eted
w
ithin
7 d
ays
Repa
irs
and
Mai
nten
ance
Bud
get
The
2014
-201
5 fig
ures
incl
ude
the
in-h
ouse
gas
serv
ice
and
mai
nten
ance
cost
s.
Sub-
cont
ract
ors
&
spec
ialis
t co
ntra
ctor
s20
13 -2
014
£227
,253
2014
-201
5£2
42,1
81
Oth
er d
irec
t ex
pend
iture
(veh
icles
, too
ls, m
ater
ials,
ad
min
istra
tion,
pre
mise
s, clo
thin
g, et
c.)20
13 -2
014
£436
,382
2014
-201
5£6
19,7
50
Empl
oyee
Co
sts
2013
-201
4£5
93,0
0020
14 -2
015
£693
,418
Gas
Ser
vici
ng &
M
aint
enan
ce20
13 -2
014
£528
,000
2014
-201
5£0
Tota
l Sp
end
2013
-201
4£1
,784
,735
2014
-201
5£1
,555
,349
99%
of
hom
es
mee
t th
e D
ecen
t H
omes
St
anda
rd
93%
of
hom
es
mee
t the
Br
oxto
we
Stan
dard
96 in
sula
tion
impr
ovem
ents
to
lofts
and
exte
rnal
w
alls
2 lif
t rep
lace
men
ts
12 m
ajor
dis
able
d ad
apta
tions
Your
Hom
e
M
oder
nisa
tions
2013
-201
467
120
14 -2
015
891
2015
-201
6Ta
rget
350
Exte
rnal
doo
r re
plac
emen
t
2013
-201
453
220
14 -2
015
529
2015
-201
6Ta
rget
425
Kitc
hen
/ Ba
thro
om
mod
erni
satio
ns
2013
-201
465
420
14 -2
015
889
2015
-201
6Ta
rget
550
Gas
cen
tral
hea
ting
syst
ems
repl
aced
2013
-201
416
620
14 -2
015
410
2015
-201
6Ta
rget
300
Pre-
pain
t re
pairs
and
repa
intin
g jo
b, in
clud
ing
new
sof
fits
and
fasc
ias
Re
pairs
and
Mai
nten
ance
All
tena
nts
who
com
ple
te th
eir
cust
omer
sa
tisfa
ctio
n su
rvey
for
Mod
erni
satio
ns
wor
ks a
re e
nter
ed in
to a
qua
rter
ly p
rize
d
raw
for
a ch
ance
to w
in £
50
20,0
93
repa
irs
com
plet
ed,
incl
udin
g ga
s se
rvic
ing
-
Hou
sing
, Lei
sure
and
Pro
perty
Ser
vice
s
In S
epte
mbe
r 201
3 a
deci
sion
was
mad
e fo
r the
gas
serv
icin
g an
d m
aint
enan
ce
to b
e br
ough
t in-
hous
e, u
nder
the
Repa
irs a
nd M
aint
enan
ce te
am. T
his w
as a
di
fficu
lt de
cisio
n as
it w
ould
hav
e be
en e
asie
r to
cont
inue
usin
g co
ntra
ctor
s, as
ha
d be
en d
one
for t
he p
ast 2
0 ye
ars.
Thro
ugho
ut th
e la
st co
ntra
ct
high
er le
vel o
f com
plai
nts
wer
e re
ceiv
ed re
latin
g to
non
-co
mpl
eted
wor
ks, m
issed
ap
poin
tmen
ts a
nd p
oor
com
mun
icat
ion.
Saf
ety w
as
neve
r com
prom
ised
and
our
leve
ls o
f com
plia
nce
wer
e hi
gh.
Wor
king
clos
ely w
ith th
e co
ntra
ctor
we
com
plet
ed th
e tra
nsfe
r with
min
imal
impa
ct
on cu
stom
ers.
Par
t of t
he
nego
tiatio
ns sa
w si
x eng
inee
rs
and
a Se
rvic
e M
anag
er
trans
ferr
ed to
wor
k fo
r the
Ho
usin
g De
part
men
t.
For a
succ
essf
ul tr
ansf
er
chal
leng
es w
ere
iden
tifie
d an
d a
plan
dev
elop
ed co
verin
g al
l as
pect
s of s
ervi
ce d
eliv
ery,
fro
m p
rovi
sion
of va
ns,
GasS
afe
appr
oved
pro
posa
ls
and
the
revi
ew o
f pro
cedu
res
and
proc
esse
s.
HO
ME
CA
SE
STU
DIE
S
As p
art o
f our
mod
erni
satio
ns
cont
ract
s agr
eed
with
Vi
nshi
res H
eatin
g &
Plum
bing
Ltd
and
Unite
d Li
ving
, fun
ding
is se
t asid
e fo
r com
mun
ity e
vent
s an
d pr
iorit
ies,
with
bot
h co
mpa
nies
cont
ribut
ing.
Unite
d Li
ving
is w
orki
ng w
ith
Cent
ral C
olle
ge N
ottin
gham
and
ha
s had
12
wor
k pl
acem
ents
to
date
, with
100
pla
nned
for t
his
acad
emic
yea
r. V
insh
ires h
ave
thre
e pl
umbi
ng a
ppre
ntic
eshi
ps;
eigh
t wor
k pl
acem
ents
and
ar
e se
ekin
g a
Busi
ness
Adm
in
trai
nee.
Durin
g th
is p
erio
d a
num
ber
of in
itiat
ives
hav
e re
ceiv
ed
cont
ribut
ions
, inc
ludi
ng:
• Ch
ristm
as H
ampe
r App
eal
• Co
ach
trip
to th
e se
asid
e fo
r re
side
nts
• Do
mes
tic A
buse
San
ctua
ry
Sche
me
• No
ctur
nal N
atur
e Ni
ght
• Po
st m
oder
nisa
tion
kitc
hen
and
bath
room
clea
ning
kits
• Re
deco
ratio
n of
Wes
tbou
rne
Cour
t’s co
mm
unal
loun
ge
5H
ousi
ng, L
eisu
re a
nd P
rope
rty S
ervi
ces
In-h
ouse
Gas
Se
rvic
ing Redu
ced
cost
s bu
t im
prov
ed s
ervi
ce
deliv
ery
Vehi
cle
prov
ision
redu
ced
from
£4
5,000 to
£33
,000
Exte
nsio
n of
the
ser
vice
to
leas
ehol
ders
Gre
ater
con
trol
s ov
er
com
plia
nce
- 10
0%
com
plia
nt
Bett
er d
iagn
osis
at fi
rst p
oint
of c
onta
ctBr
eakd
own
rate
s red
uced
by
32%
CONT
RACT
ORS
COMM
ITMEN
T TO
COMM
UNITY
IN
ITIA
TIVE
S
Impr
oved
cus
tom
er
satis
fact
ion
Prev
ious
cont
ract
or
89
%Br
oxto
we
94%
The
in-h
ouse
gas
serv
icin
g an
d m
aint
enan
ce a
rran
gem
ents
has
bro
ught
m
any
bene
fits i
nclu
ding
:
Firs
t tim
e fix
rat
es
impr
oved
1,000 le
ss v
isits
to
com
plet
e sa
me
num
ber o
f ann
ual
serv
icin
g
Impr
oved
sta
ff s
atis
fact
ion
-
Re
tirem
ent Li
ving
6Your
Nei
ghbo
urho
od,
Your
Com
mun
ity
Hou
sing
, Lei
sure
and
Pro
perty
Ser
vice
s
Neig
hbou
rhoo
d Se
rvic
es m
anag
e th
e te
nanc
ies o
f Gen
eral
Ne
eds a
nd R
etire
men
t Li
ving
tena
nts t
hrou
gh
the
Tena
ncy
and
Esta
te
Man
agem
ent a
nd th
e Re
tirem
ent L
ivin
g te
ams.
Sup
port
and
in
form
atio
n is
pro
vide
d to
hel
p te
nant
s liv
e in
depe
nden
tly in
th
eir h
omes
and
su
stai
n th
eir t
enan
cies
.
Bro
xtow
e B
orou
gh
Med
iatio
n S
ervi
ceFR
EE, I
MPA
RTIA
L, IN
DEP
END
ENT,
CO
NFI
DEN
TIAL
Care
take
rs h
ave
been
bus
y en
surin
g co
mm
unal
are
as a
re
mai
ntai
ned
and
safe
, und
erta
king
num
erou
s tas
ks in
clud
ing:
Ant
i-So
cial
Beh
avio
ur
The
Retir
emen
t Liv
ing
Serv
ice e
nabl
es o
lder
tena
nts
to liv
e in
depe
nden
tly in
thei
r ho
mes
.Te
nant
s rec
eive
wel
fare
visit
s fro
m
Retir
emen
t Liv
ing
Offic
ers,
whi
ch
can
be ca
rrie
d ou
t dai
ly, w
eekl
y or
mon
thly
. The
visit
s ena
ble
offic
ers
to e
nsur
e th
e ap
prop
riate
supp
ort
is in
pla
ce fo
r ten
ants
and
hel
p id
entif
y any
are
as o
f con
cern
. The
fre
quen
cy o
f visi
ts is
det
erm
ined
by
the
leve
l of s
uppo
rt n
eede
d by
indi
vidu
al te
nant
s. S
uppo
rt
pack
ages
are
dev
elop
ed w
ith
rele
vant
age
ncie
s and
our
offi
cers
w
ork
clos
ely w
ith th
em, t
enan
ts
and
thei
r fam
ilies
to e
nsur
e th
ese
pack
ages
rem
ain
appr
opria
te fo
r th
em a
s situ
atio
ns ch
ange
.
Wel
fare
Vis
its 2
014
– 20
15
22
8,57
9
The
Old
er P
erso
n’s W
eek
held
in
2014
pro
ved
to b
e a
huge
succ
ess
and
saw
RLO
’s an
d te
nant
s w
orki
ng to
geth
er to
put
on
a va
riety
of e
vent
s, in
clud
ing:
• Fa
bulo
us 4
0’s
• G
ettin
g to
kno
w y
ou
• D
ream
coat
s &
Pet
ticoa
ts
• Br
itish
Str
eet Pa
rty
• Ta
ngo
in P
aris
• IC
T Tr
aini
ng
The
even
ts w
ere
open
to te
nant
s,
thei
r fam
ilies
and
fri
ends
and
resi
dent
s ac
ross
the
Boro
ugh.
Po
sitiv
e fe
edba
ck
was
rece
ived
from
re
side
nts a
tten
ding
ev
ents
, who
gre
atly
ap
prec
iate
d th
e ha
rd w
ork
of
offic
ers a
nd te
nant
s w
ho o
rgan
ised
succ
essf
ul a
nd
enjo
yabl
e ev
ents
. Offi
cers
and
te
nant
s wor
k to
geth
er to
org
anis
e ac
tiviti
es th
roug
hout
the
year
.
Care
taki
ng S
ervi
ces
2014
- 20
1510
0Ne
w ca
ses o
pene
d
2013
-201
41,
756
2014
-201
51,
756
Bloc
k In
spec
tions
2013
-201
423
920
14 -2
015
271
Fly
Tipp
ing
Clea
ranc
e
2013
-201
417
820
14 -2
015
192
Gra
b Ra
il Fi
ttin
g20
13 -2
014
253
2014
-201
519
0
Com
mun
al a
nd
Secu
rity
Lig
htin
g
2013
-201
464
2014
-201
557
Gar
age
Clea
ranc
es
90%
sat
isfa
ctio
n w
ith o
utco
me
of
Anti-
Soci
al B
ehav
iour
(ASB
) com
plai
nt
Intr
oduc
tion
of n
ew A
SB In
cide
nt
Dia
ry, d
evel
oped
with
res
iden
ts
New
pol
icy
and
proc
edur
e fo
r An
ti-So
cial
Beh
avio
ur
New
com
pute
r sy
stem
for
m
anag
ing
ASB
com
plai
nts
Main
perfor
mance
from
‘The E
lderle
y Brot
hers’
The E
lder
ley B
roth
ers a
re a
four
or fi
ve pi
ece f
unct
ion b
and o
f
expe
rienc
ed m
usici
ans w
ho pe
rform
mus
ic fro
m th
e 195
0s an
d 196
0s.
The b
and c
onsis
ts of
a cla
ssic
60’s
line u
p of t
hree
guita
rs, d
rum
s
and k
eybo
ards
.
The m
usic w
ill be
accom
panied
by Jim
Chest
er’s d
elicio
us
Home
made
Pie, M
ash an
d Peas
.
For fu
rther
inform
ation
on th
is an
d othe
r eve
nts pl
ease
conta
ct La
ura Ca
mpbe
ll on 0
115 9
1730
37 or
email
laura
.camp
bell@
broxto
we.go
v.uk
PLA
CES
ARE
LIM
ITED
so p
leas
e bo
ok y
our p
lace
early
to a
void
dis
appo
intm
ent
For fu
rther
inform
ation
on th
is an
d othe
r eve
nts pl
ease
conta
ct La
ura Ca
mpbe
ll on 0
115 9
1730
37 or
email
laura
.camp
bell@
broxto
we.go
v.uk
Hou
sing
Ser
vice
s
Ch
urch
Clo
se
PLA
CES
ARE
LIM
ITED
so p
leas
e bo
ok y
our p
lace
early
to a
void
dis
appo
intm
ent
Hou
sing
Ser
vice
s
TANG
Oin
Pari
s
Gu
ters
loh
Cou
rt
STRIC
TLY CO
ME DA
NCIN
GAT
GUTE
RSLO
H COU
RT
Frida
y 3rd
Octob
er 3p
m – 5
pmGu
terslo
h Cou
rt, Ce
ntral
Aven
ue, S
taplef
ord, N
G9 8Q
D
Arge
ntine
Tang
o perf
orman
ce fro
m th
e Woll
aton S
choo
lof
Danc
eLa
tin an
d Ball
room
danc
e dem
onstr
ation
s–
learn
the ba
sic st
eps
A tas
te of
Paris
ian liv
ing w
ith an
asso
rtmen
t of
Frenc
h foo
d and
drink
PLA
CES
AR
E LI
MIT
EDso
ple
ase
boo
k yo
ur p
lace
earl
y to
avo
id d
isap
poi
ntm
ent
For fu
rther
inform
ation
on th
is an
d othe
r eve
nts pl
ease
conta
ct La
ura Ca
mpbe
ll on 0
115 9
1730
37 or
email
laura
.camp
bell@
broxto
we.go
v.uk
To bo
ok yo
ur pla
ce, p
lease
conta
ct Dia
neon
0779
6 184
264 o
r ema
ildia
ne.gl
enn@
broxto
we.go
v.uk
2013
-201
417
820
14 -2
015
207
Gar
den
Tool
Loa
ns
We
all h
ave
neig
hbou
rs, s
ome
mor
e fri
endl
y th
an o
ther
s, b
ut p
robl
ems c
an o
ccur
. If y
ou a
re
in a
ny k
ind
of d
ispu
te w
ith y
our n
eigh
bour
s, w
heth
er it
’s ov
er k
ids p
layi
ng, n
oise
, dog
s etc
., yo
u m
ay h
ave
thou
ght ‘
I’ll i
gnor
e it’
, or ‘
it’ll
go a
way
’ or y
ou m
ay ju
st su
ffer i
n si
lenc
e. M
any
peop
le fe
el e
mba
rras
sed
by n
ot h
avin
g re
solv
ed th
e pr
oble
m th
emse
lves
, but
it is
eas
y fo
r sm
all
mis
unde
rsta
ndin
gs to
gro
w in
to b
ig m
isun
ders
tand
ings
. You
do
not n
eed
to d
eal w
ith th
e pr
oble
m
on y
our o
wn.
Bro
xtow
e Bo
roug
h M
edia
tion
Serv
ice
exis
ts fo
r thi
s ver
y re
ason
.
You
don’
t hav
e to
like
you
r nei
ghbo
urs,
but
you
do
have
to li
ve n
ear t
hem
.Fo
r mor
e in
form
atio
n se
arch
for ‘
med
iatio
n’ o
n th
e Co
unci
l’s w
ebsi
te, h
ere
you
can
find
a vi
deo
whi
ch e
xpla
ins t
he m
edia
tion
proc
ess a
nd o
ur a
nnua
l re
port
. You
can
also
com
plet
e an
onl
ine
refe
rral
form
.
-
Hou
sing
, Lei
sure
and
Pro
perty
Ser
vice
s
TENA
NT’S S
ON BA
NNED
FR
OM VI
LLAGE
Com
plai
nts w
ere
rece
ived
abo
ut a
nti-s
ocia
l be
havi
our t
owar
ds vu
lner
able
resid
ents
, res
ultin
g in
them
feel
ing
unab
le to
go
outs
ide.
Th
e lo
cal c
omm
unity
had
bee
n bl
ight
ed b
y th
e be
havi
our o
f a
youn
g m
ale
and
his f
riend
s. C
ompl
aint
s rec
eive
d ra
nged
fro
m in
timid
atin
g an
d ha
rass
ing
neig
hbou
rs in
the
stre
et
with
obs
cene
and
offe
nsiv
es g
estu
res,
to fi
ghtin
g in
the
stre
et, c
ausi
ng d
amag
e to
pro
pert
y an
d al
lege
d dr
ug u
sage
. St
eps w
ere
take
n to
ban
this
mal
e fro
m th
e vi
llage
to p
rote
ct
resi
dent
s.
An a
pplic
atio
n w
as m
ade
to th
e Co
unty
Cou
rt fo
r an
Anti-
Soci
al B
ehav
iour
Inju
nctio
n to
pro
tect
resi
dent
s fro
m
furt
her h
aras
smen
t. T
he in
junc
tion
carr
ied
a po
wer
of
arre
st, w
hich
mea
nt if
the
mal
e re
turn
ed to
the
villa
ge h
e co
uld
be a
rres
ted
by th
e Po
lice
and
take
n to
cour
t with
in
24 h
ours
.
Whi
lst t
akin
g th
is so
rt o
f act
ion
is ra
re, t
he C
ounc
il is
co
mm
itted
to e
nsur
ing
that
life
in co
mm
uniti
es w
ithin
Br
oxto
we
Boro
ugh
is n
ot b
light
ed b
y th
e ne
gativ
e eff
ects
th
at a
nti-s
ocia
l beh
avio
ur ca
n ca
use.
Com
mun
ity C
lean
-up
Day
s an
d Es
tate
Roa
dsho
ws
NEI
GH
BO
UR
HO
OD
& C
OM
MU
NIT
Y C
AS
E S
TUD
IES
A nu
mbe
r of s
ucce
ssfu
l Com
mun
ity C
lean
-up
Days
hav
e be
en h
eld
acro
ss
the
Boro
ugh
cove
ring
som
e of
our
est
ates
in S
tapl
efor
d, C
hilw
ell a
nd
East
woo
d. T
he e
vent
s hav
e be
en o
rgan
ised
to h
elp
supp
ort r
esid
ents
in
taki
ng p
ride
in th
eir l
ocal
are
as a
nd k
eepi
ng n
eigh
bour
hood
s cle
an.
Hous
ing
alon
g w
ith re
side
nts
and
othe
r Cou
ncil
Depa
rtm
ents
tid
y up
are
as a
nd re
mov
e ho
useh
old
was
te, w
ith a
free
sk
ip p
rovi
ded.
Car
etak
ers a
re o
n ha
nd to
hel
p w
ith th
e re
mov
al
of b
ulky
item
s. In
form
atio
n an
d ad
vice
is p
rovi
ded
by
Mod
erni
satio
ns, W
aste
&
Recy
clin
g an
d Ne
ighb
ourh
ood
War
dens
and
oth
er C
ounc
il de
part
men
ts.
The
clea
n-up
s hav
e al
so
incl
uded
:• g
rass
and
hed
ge c
uttin
g• w
indo
w a
nd co
mm
unal
are
a cl
eani
ng
• min
or e
xter
nal r
epai
rs• r
epai
ntin
g w
orks
An E
stat
e Ro
adsh
ow h
as b
een
held
in S
tapl
efor
d; a
cle
an-u
p da
y pl
us K
eepi
ng in
Tou
ch v
isits
w
ith te
nant
s and
leas
ehol
ders
in
the
area
. The
vis
its e
nsur
e pe
rson
al in
form
atio
n is
up
to
date
and
any
hou
sing
rela
ted
issu
es a
re
disc
usse
d.
A gr
oup
of o
ffice
rs a
re
deve
lopi
ng E
stat
e Ro
adsh
ows t
o pl
an v
isits
to a
ll ou
r ten
ants
and
le
aseh
olde
rs o
ver a
thre
e ye
ar
perio
d an
d on
wha
t sca
le e
vent
s ne
ed to
be.
Fur
ther
info
rmat
ion
will
be
sent
to re
side
nts w
hen
we
are
com
ing
to y
our a
rea.
A to
tal o
f 25
1 pr
oper
ties
wer
e vi
site
d.
Not e
very
one
was
in o
r wan
ted
a vi
sit,
but 6
2 vi
sits
with
resi
dent
s w
ere
com
plet
ed o
n th
e da
y.
7
-
Hou
sing
, Lei
sure
and
Pro
perty
Ser
vice
s
The
Allo
catio
ns T
eam
adm
inis
ter
the
allo
catio
n of
pro
pert
ies t
hrou
gh
Hom
esea
rch,
Hou
sing
’s Ch
oice
Bas
ed
Lett
ings
syst
em.
Resi
dent
s com
plet
e ho
usin
g ap
plic
atio
ns to
be
regi
ster
ed w
ith H
omes
earc
h, w
hich
are
ass
esse
d to
id
entif
y ne
ed a
nd w
hich
prio
rity
band
they
shou
ld
be p
lace
d. P
rope
rtie
s are
adv
ertis
ed w
eekl
y an
d re
side
nts a
re a
ble
to e
xpre
ss in
tere
st (o
r bid
) for
pr
oper
ties i
n w
hich
they
are
inte
rest
ed.
Your
Ten
ancy
564
Term
inat
ions
of
tena
ncy
proc
esse
d
Prop
ertie
s rel
et490
Aver
age
void
tim
e(ti
me
a pr
oper
ty is
vaca
nt)
Gene
ral N
eeds
20 d
ays
Retir
emen
t Liv
ing 33
day
sTo
tal A
vera
ge 25
days
BROX
TOW
E ONL
INE P
AYME
NTS M
ADE E
ASY W
ITH E-
STOR
EM
akin
g re
gula
r pay
men
ts h
as n
ever
bee
n ea
sier
than
ks to
a n
ew o
nlin
e st
ore
whi
ch m
akes
it q
uick
and
sim
ple
to p
ay b
ills s
uch
as C
ounc
il Ta
x, H
ousi
ng R
ent
and
Busi
ness
Rat
es. V
isit
our e
-sto
re a
t ww
w.b
roxt
owe.
gov.
uk/e
stor
e w
here
yo
u ca
n cr
eate
an
acco
unt a
nd lo
g on
to m
ake
your
pay
men
ts.
Ther
e ar
e a
rang
e of
onl
ine
serv
ices
alre
ady
avai
labl
e. F
or a
full
list
visi
t ww
w.b
roxt
owe.
gov.
uk/d
oito
nlin
e
Mutua
l Exch
ange
sHo
mes
wap
per o
ffers
a fr
ee m
utua
l exc
hang
e se
rvic
e fo
r soc
ial h
ousi
ng te
nant
s acr
oss t
he
coun
try.
If y
ou a
re in
tere
sted
in lo
okin
g fo
r a
mut
ual e
xcha
nge
you
can
regi
ster
at
w
ww
.hom
esw
appe
r.co.
uk
Plea
se n
ote
ther
e is
elig
ibili
ty c
riter
ia y
ou
mus
t mee
t for
mut
ual e
xcha
nges
. To
find
out
m
ore,
ple
ase
cont
act t
he T
enan
cy &
Est
ates
M
anag
emen
t Tea
m.
HOUS
ING OP
TIONS
Th
e Ho
usin
g Op
tions
Team
wor
k w
ith re
siden
ts
face
d w
ith b
ecom
ing
hom
eles
s ens
urin
g th
ey a
re
able
to a
cces
s acc
omm
odat
ion
suita
ble
for t
heir
need
s and
mea
ns, w
ith th
e ai
m to
pre
vent
them
fro
m b
ecom
ing
hom
eles
s. Th
e Pr
ivat
e Se
ctor
Liai
son
Office
r wor
ks w
ith p
rivat
e la
ndlo
rds t
o in
crea
se th
e su
pply
of p
rope
rtie
s thr
ough
Hom
eLet
s.
Leas
ehol
der
Mat
ters
The
rece
nt re
crui
tmen
t of
a L
ease
hold
er O
ffice
r w
ill e
nabl
e an
impr
oved
, hi
gh q
ualit
y an
d re
spon
sive
serv
ice
to b
e pr
ovid
ed
for l
ease
hold
ers,
thro
ugh
an e
ffect
ive
cust
omer
fo
cuse
d le
aseh
old
man
agem
ent s
ervi
ce.
The
offic
er w
ill su
ppor
t le
aseh
olde
rs a
nd a
lso
adm
inis
ter
all l
ease
rela
ted
tran
sact
ions
. Th
e Co
unci
l will
aim
to m
eet
with
leas
ehol
ders
on
an a
nnua
l ba
sis a
t the
Lea
seho
lder
M
arke
tpla
ce a
nd th
roug
h Fo
cus
Grou
ps w
ill d
iscu
ss a
reas
of
impr
ovem
ent t
o th
e se
rvic
e.
Plan
s on
how
the
serv
ice
can
be
deve
lope
d ar
e be
ing
cons
ider
ed
and
if yo
u w
ould
like
to b
e in
volv
ed w
hen
grou
ps a
re se
t up
plea
se co
ntac
t you
r Lea
seho
lder
O
ffice
r.
By b
ecom
ing
a le
ssee
, you
hav
e en
tere
d in
to ce
rtai
n ob
ligat
ions
, su
ch a
s pay
ing
your
gro
und
rent
and
serv
ice
char
ge o
n tim
e. In
add
ition
to th
is, y
ou a
re
trus
ted
to a
bide
by
the
term
s an
d co
nditi
ons o
f you
r lea
se
agre
emen
t.
2013
-201
440
020
14 -2
015
450
Hou
seho
lds
prev
ente
d fr
om
beco
min
g ho
mel
ess
hous
ehol
ds a
ccep
ted
as b
eing
hom
eles
s10
75 p
rivat
e te
nanc
ies
secu
red
44
priv
ate
land
lord
s ho
usin
g re
side
nts n
omin
ated
th
roug
h th
e Co
unci
l
10 lettin
g ag
ents
w
orki
ng w
ith
the
Coun
cil
68 priva
te la
ndlo
rds
sign
ed u
p to
the
rent
gua
rant
ee
sche
me
272
Coun
cil l
ease
hold
ers i
n Br
oxto
we
Boro
ugh
8
-
Hou
sing
, Lei
sure
and
Pro
perty
Ser
vice
s
Dem
entia
Frien
dly
Com
mun
ities
Brox
tow
e Bo
roug
h Co
unci
l is d
eter
min
ed to
ens
ure
its re
siden
ts ca
n liv
e w
ell w
ith D
emen
tia a
nd th
e Ho
usin
g De
part
men
t is a
top
final
ist fo
r the
APS
E Se
rvic
e Aw
ards
201
5 in
the
cate
gory
of ‘
Best
Hea
lth &
W
ell-b
eing
Initi
ativ
e’.
Dem
entia
Frie
ndly
hom
es, a
war
enes
s tr
aini
ng, a
‘Dem
entia
Caf
é’, p
artn
ersh
ip
wor
king
with
Not
tingh
am W
est C
linic
al
Com
mis
sion
ing
Grou
p an
d ea
rly
inte
rven
tion
sche
mes
are
just
a fe
w o
f th
e pr
ojec
ts th
at a
re h
elpi
ng to
figh
t
the
grow
ing
impa
ct o
f Dem
entia
in
Brox
tow
e Bo
roug
h.
Keep
ing
peop
le in
thei
r hom
es lo
nger
, su
ppor
ting
the
vuln
erab
le a
nd a
bet
ter
unde
rsta
ndin
g of
dem
entia
is o
f las
ting
bene
fit, r
educ
es th
e co
st o
f soc
ial c
are
and
ensu
res t
hat p
eopl
e in
the
Boro
ugh
can
‘live
wel
l with
Dem
entia
’.
A pi
onee
ring
sche
me
to b
uild
spec
ially
ad
apte
d bu
ngal
ows f
or p
eopl
e w
ith D
emen
tia h
as b
een
com
plet
ed
in E
astw
ood
and
plan
s are
bei
ng
deve
lope
d fo
r mor
e in
Bee
ston
. Tw
o,
two
bedr
oom
ed b
unga
low
s hav
e be
en d
evel
oped
, in
part
ners
hip
with
No
ttin
gham
Com
mun
ity H
ousi
ng
Asso
ciat
ion,
whi
ch a
re th
e fir
st o
f the
ir ki
nd to
be
built
in N
ottin
gham
shire
an
d th
ey a
re o
wne
d an
d m
anag
ed b
y
th
e Co
unci
l.
The
prop
ertie
s inc
lude
a
bedr
oom
and
util
ity ro
om fo
r ca
rers
. The
colo
urs,
text
ures
an
d pa
tter
ns u
sed
have
bee
n de
sign
ed to
alle
viat
e co
nfus
ion
and
mak
e fit
tings
stan
d ou
t.
Glas
s has
bee
n us
ed in
doo
rs w
ithin
th
e pr
oper
ties a
nd th
e la
yout
en
sure
s ten
ants
are
abl
e to
find
th
eir w
ay a
roun
d ea
sily
.
Mor
e aff
orda
ble
hom
es h
ave
been
com
plet
ed d
urin
g th
is ye
ar in
par
tner
ship
w
ith N
ottin
gham
Com
mun
ity H
ousin
g As
soci
atio
n an
d De
rwen
t Liv
ing.
En
ergy
savi
ng m
easu
res h
ave
been
incl
uded
into
the
desig
n of
the
prop
ertie
s, in
clud
ing
phot
ovol
taic
roof
pan
els a
nd g
roun
d so
urce
hea
t pum
ps. A
ll new
aff
orda
ble
hous
ing
mee
ts le
vel 4
of t
he C
ode
of S
usta
inab
le H
omes
.
Hou
sing
Mat
ters
Tena
nts
have
alrea
dy m
oved
into
new
ly b
uilt
hom
es:
Build
ing Ne
w Affo
rdable
Home
s
10pr
oper
ties a
t Hal
l Driv
e, C
hilw
ell,
whi
ch o
ffers
be
spok
e, su
ppor
ted
acco
mm
odat
ion
Two
bedr
oom
ed h
ouse
s and
4 b
unga
low
s at
Mid
land
Roa
d, E
astw
ood
2pr
oper
ties a
t Wils
on R
oad
and
Chew
ton
Stre
et, E
astw
ood
46
new
hom
es a
nd 3
Ret
irem
ent L
ivin
g bu
ngal
ows
at P
eatfi
eld
Cour
t21
9
-
Hou
sing
, Lei
sure
and
Pro
perty
Ser
vice
s
Perf
orm
ance
Mat
ters
The
Hous
ing
Stra
tegy
for 2
015
– 20
20 h
as b
een
prod
uced
th
roug
h co
nsul
tatio
n w
ith st
aff, p
artn
ers,
coun
cillo
rs a
nd
resi
dent
s. T
o en
sure
our
new
stra
tegy
is a
cces
sibl
e an
d cl
ear i
t is m
ore
visu
al a
nd e
asy
to re
ad.
A vi
deo
has a
lso
been
pro
duce
d to
hig
hlig
ht o
ur k
ey o
bjec
tives
and
am
bitio
ns fo
r th
e ne
xt fi
ve y
ears
, alo
ng w
ith o
ur a
chie
vem
ents
. Fift
een
resi
dent
s joi
ned
over
50
offi
cers
from
Hou
sing
and
oth
er C
ounc
il te
ams a
nd w
e w
ould
like
to th
ank
ever
yone
for g
ettin
g in
volv
ed a
nd m
akin
g it
happ
en.
The
Hous
ing
Stra
tegy
out
lines
25
outc
omes
to b
e ac
hiev
ed b
y 20
20. E
ight
of t
hese
are
to b
e ac
hiev
ed
with
in th
e fir
st y
ear o
f the
stra
tegy
:
Impr
ove
anal
ysis
of c
usto
mer
feed
back
so
that
we
can
iden
tify
tren
ds a
nd
impr
ove
our s
ervi
ce
Rest
ruct
ure
the
Hous
ing
Serv
ice
to
prov
ide
the
best
pos
sibl
e se
rvic
e
Rese
arch
into
the
affor
dabl
e ho
usin
g ne
eds o
f eac
h ar
ea
Iden
tify
non-
oper
atio
nal l
and,
such
as
gara
ge si
tes,
whi
ch co
uld
be u
sed
to
prov
ide
new
affo
rdab
le h
omes
Tena
ncy
trai
ning
to h
elp
tena
nts s
usta
in
thei
r ten
anci
es
Prom
ote
mut
ual e
xcha
nge
as a
n op
tion
for s
ocia
l res
iden
ts o
f the
Bor
ough
Prov
ide
effec
tive
and
effic
ient
le
aseh
olde
r ser
vice
s
Impr
ove
the
proc
ess f
or re
-lett
ing
vaca
nt
(voi
d) p
rope
rtie
s to
ensu
re a
qui
ck
turn
arou
nd w
ith a
hig
h le
ttab
le st
anda
rd
Ove
rall
satis
fact
ion
- Tak
ing
ever
ythi
ng in
to a
ccou
nt,
how
satis
fied
are
you
with
th
e se
rvic
e pr
ovid
ed b
y Br
oxto
we
Boro
ugh
Coun
cil
Hous
ing
Depa
rtm
ent?
Gas s
afet
y - %
of p
rope
rtie
s w
ith g
as th
at h
ave
rece
ived
an
ann
ual c
heck
Aver
age
rele
t tim
e - N
umbe
r of
day
s tak
en to
let a
pr
oper
ty
Void
rent
loss
- Th
e am
ount
of
rent
lost
thro
ugh
prop
ertie
s bei
ng va
cant
as a
%
of t
he to
tal r
ent
Staff
sick
ness
- Nu
mbe
r of
days
per
em
ploy
ee
Staff
eng
agem
ent-
Resu
lts
of st
aff su
rvey
Com
plai
nts -
Num
ber o
f co
mpl
aint
s uph
eld
by th
e Ho
usin
g Se
rvic
e
Keep
ing
in to
uch
visi
ts -
Num
ber o
f vis
its co
mpl
eted
Esta
te in
spec
tions
– N
umbe
r of
insp
ectio
ns co
mpl
eted
Tena
ncy
turn
over
– T
he
num
ber o
f ten
anci
es
term
inat
ed a
s a %
of t
otal
st
ock
Wat
ch th
e vi
deo
atw
ww
.bro
xtow
e.go
v.uk
/hou
sing
stra
tegy
TOP T
ENPe
rform
ance
In
dica
tors
From
201
5 th
e Ho
usin
g Se
rvic
e w
ill
focu
s on
ten
perfo
rman
ce in
dica
tors
. Al
l man
ager
s and
staff
with
in
Hous
ing
cont
ribut
e to
thes
e be
ing
achi
eved
. Suc
cess
es a
nd id
eas f
or
impr
ovem
ents
will
be
disc
usse
d by
man
ager
s thr
ough
mon
thly
m
eetin
gs a
nd a
ll st
aff w
ill b
e in
volv
ed th
roug
h re
gula
r mee
tings
w
ith th
eir m
anag
ers.
10
-
Hou
sing
, Lei
sure
and
Pro
perty
Ser
vice
s
Com
plai
nts
Tota
l com
plai
nts
rece
ived
– S
tage
120
13 -2
014
55
2014
- 20
15
75
Tota
l Sta
ge 1
com
plai
nts
resp
onde
d to
w
ithin
15
wor
king
day
s20
13 -2
014
35
2014
- 20
15
50
Tota
l com
plai
nts
prog
ress
ed to
Stag
e 2
2013
-201
4 4
20
14 -
2015
17
Tota
l Om
buds
man
com
plai
nts
2013
-201
4 2
20
14 -
2015
4
Com
plim
ents
As w
ell a
s com
plai
nts a
num
ber o
f co
mpl
imen
ts a
re re
ceiv
ed th
roug
hout
th
e ye
ar a
nd w
e ar
e al
way
s ple
ased
to
hear
from
resi
dent
s who
feel
that
we
have
don
e w
ell.
Any
feed
back
rece
ived
is
taki
ng in
to a
ccou
nt w
hen
deve
lopi
ng
serv
ices
.
Stag
e 1
Resp
onde
d to
with
in 1
5 da
ysSt
age
2O
mbu
dsm
an
Com
plai
nts
Capi
tal W
orks
(M
oder
nisa
tions
)20
13 -
2014
76
00
2014
- 20
1511
112
0H
ousi
ng A
lloca
tions
& O
ptio
ns20
13 -
2014
1511
02
2014
- 20
1519
137
3Le
aseh
olde
r Se
rvic
es20
13 -
2014
0-
-0
2014
- 20
150
--
0N
eigh
bour
hood
Ser
vice
s20
13 -
2014
168
40
2014
- 20
1526
123
1Re
pair
s &
Mai
nten
ance
2013
- 20
1417
100
020
14 -
2015
1914
50
Stra
tegy
& P
erfo
rman
ce20
13 -
2014
0-
-0
2014
- 20
150
--
0
Thro
ugho
ut th
e ye
ar a
num
ber o
f com
plai
nts w
ere
rece
ived
. We
valu
e an
y fe
edba
ck o
n ou
r ser
vice
s and
if a
t tim
es w
e do
not
get
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gs ri
ght,
we
wou
ld li
ke y
ou to
tell
us so
that
we
can
lear
n an
d de
velo
p to
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id it
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ppen
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agai
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plai
nts p
roce
dure
is a
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on o
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ebsi
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Coun
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o re
ques
t a co
py.
Capi
tal W
orks
2013
-201
4 13
2014
- 20
15
5
Hou
sing
Allo
catio
ns &
O
ptio
ns20
13 -2
014
110
2014
- 20
15
75
Leas
ehol
der
Serv
ices
2013
– 2
014
0
2014
– 2
015
0
Nei
ghbo
urho
od S
ervi
ces
2013
– 2
014
31
2014
– 2
015
31
Repa
irs
& M
aint
enan
ce20
13 –
201
4
2720
14 –
201
5
31
Stra
tegy
& P
erfo
rman
ce20
13 –
201
4
120
14 –
201
5
1
11
-
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sit w
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