this issue LOCAL NEWS - just for you P1

Asset Management Team P2

Gas Safe P2

Our approach to Rent Inreases & Welfare Reform P3

Universal Credit - Get Ready P3

Our Service Needs You P4

ContactISSUE

December 2013

02

Eskdale has been targeted as an area where we are developing a plan.

This is an agreement with ourselves and the tenants to try and tackle issues around the scheme. The biggest issue being how isolated they are there, and the heating in the properties.

We have had a couple of events

. . . Copeland . . . Copeland . . . Copeland . . . Copeland . . . Copeland . . . Copeland . . .

Coming up ...

Your Neighbourhood Co-ordinators

In the Copeland Area, then Teresa Little is your coordinator if you live in Cleator Moor, Keekle, Frizington, Moor Row, Calderbridge and Eskdale Green. If you live in Distington, Pica, Moresby and Whitehaven then your coordinator is Patricia Goodwin. Just a reminder of Patricia and Teresa’s contact details.

Teresa Little

Direct Line telephone 01946 839925

Mobile number 07771 932351

E mail Teresal@impacthousing.org.uk

Patricia Goodwin

Direct Line telephone 01946 839926

Mobile number 07841 867679

E mail Patg@impacthousing.org.uk

If you need to speak to Patricia or Teresa, please get in touch. Also, you will see us both over coming weeks as we are out and about on the patch.

Copeland

Teresa Little

Patricia Goodwin

this year to enable us to talk to tenants combined with fun for the children. In summer we had a Roadshow on the green, and we have just had a Halloween party.

Distington is another area where we have developed a plan. We have had a few meetings with local tenants around the issues in the area. Distington tenants are also working closely with The Big Local Lottery Funded Project in the village.

Bigrigg, Moor Row, Frizington, Keekle We haven’t forgot you in these small areas, and if you have any issues or concerns please do not hesitate to ring us.

Calderbridge is another isolated area, and we are finding it difficult when properties are becoming vacant to find applicants from the area. We are currently carrying out work in the shared areas at Abbey Garth, and we have had a clean up of the shared areas in St Bridgets Court.

Cleator Moor We have had some individual issues in Cleator Moor with anti-social behaviour over the last few months but everything has settled down now. We work closely with the Police in

cases like this in order to get things settled as quickly as possible. I know Wyndham Street is interested in getting their courtyard area spruced up and we maybe able to help by tidying up the benches.

Egremont is looking great at the moment since it has been painted. I believe there are new kitchens going in soon also. There have been some minor issues with youths in the area, and we decided to close the gate at the side of the scheme to prevent it been used as a thoroughfare.

Whitehaven Seen Impact purchase two brand new homes from Storey Builders to rent on Windermere Road, Whitehaven.

Moresby Parks and Pica Seen Impact purchase two brand new homes from Storey Builders to rent on Windermere Road, Whitehaven

Your co-operation is requested in allowing our contractors access to your home. Your tenancy is at risk if you do not allow access and we will start legal action by sending you a “Notice of Seeking Possession”.

From the beginning of November 2013 we will be starting a new system “Talking Gas Service Reminders” – these are notices that will be attached to the tenant’s front door which play an audio recording reminding tenants that it is extremely important that access is available for the annual gas service – these will be used where there have already been 3 unsuccessful attempts to gain access to the property.

Carbon Monoxide – The Silent Killer

About 30 people every year die from carbon monoxide poisoning related to gas appliances and many more suffer from the symptoms of carbon monoxide poisoning. Carbon monoxide is produced by gas appliances which are badly installed or not maintained properly or which do not have enough ventilation. Carbon monoxide is invisible

and has no smell or taste. Small amounts can lead to a variety of serious health problems including brain damage.

Gas Safety

Make sure you know where the main gas valve is (usually beside the meter) and how to turn it off in an emergency.

If you think you can smell gas:

n DON’T turn electric switches on or off.

n DON’T smoke or strike matches.

n DON’T use naked flames.

n DO turn off the gas supply at the meter.

n DO open all doors and windows to get rid of the gas.

n DO check to see if the gas valve has been turned on accidentally.

n DO check if a ring on the cooker or pilot light has been blown out.

For any gas emergency at any time call The National Grid on 0800-111-999 (Freephone) or follow the link to the National Grid website for information regarding gas http://www.nationalgrid.com/uk/gas

Asset Management Repairs Opening Times over Christmas and New Year

Monday 23 December 2013: 09:00 – 17:00

Tuesday 24 December 2013 – Wednesday 1 January 2014: Closed

Thursday 2 January 2014: 09:00 – 17:00

Friday 3 January 2014: 09:00 – 17:00

Please note there is an emergency answer line who will deal with all calls over this period. All emergency repairs should be called in on 03448-736290. No e-mails will be picked up over the closed period so please use the telephone number only. This is for EMERGENCY REPAIRS only.

Our approach to . . .

If you would like a copy of the detailed Home Standard please contact Asset Management on 01900 842153

Impact’s rents are among the lowest in Cumbria. Most of our properties are extremely popular. Not only are our properties in good condition, we also provide extra services that add value to our role as landlord.

n STOPCOCK – Ensure you know where the stopcock is located. If there is a burst pipe or other plumbing emergency you should be aware of where to turn off the water supply at the mains.

n HEATING – You may have your heating set to come on and off at certain times. It is best to leave the heating on continually at a low setting if you are thinking about going away for any period of time in the winter months or set the timer so the heating continues to come on regularly whilst you are away.

n TIMED LIGHTING – If you are going to be absent from your property for any period of time it is an excellent idea to use light timers to deter burglars. These are plugged in to the socket with the lamp plug and can be bought cheaply at local shops such as Argos, Home Bargains etc.

n FUSE BOX – You may already know where the fuse box is but it is a good idea to keep a torch somewhere handy so that if there is a blown fuse or a switch trips when it is dark, you can find it easily using the torch.

n CONDENSATION – Condensation occurs usually in rooms that do not have sufficient ventilation or heating. In the winter condensation problems are worse and can cause mould. Maintaining an even temperature in the property will greatly assist in reducing condensation.

Handy hints and tips for winter

Asset Management TeamWithin the Team we have Sub-Teams who look after Repairs and Maintenance, day to day repairs, empty properties, upgrading kitchens and heating systems, gas servicing, external decoration and many other areas.

The teams are divided into:

Responsive Repairs

This sub Team has overall responsibility for tenant’s day-to-day repairs. Our current customer satisfaction rate for 2013 is 100% which is very encouraging.

One of the presentations we have worked on as a Team looks at the issue of Recharging tenants and this can be viewed by following the link http://www.youtube.com/watch?v=vgb_H0cJaZU which offers good information to keep our tenants up-to-date.

Voids

This sub Team has overall responsibility for empty properties. Our current customer satisfaction rate for 2013 is 98%.

Since the Bedroom Tax becoming legislation on 1 April 2013 we have helped 36 tenants transfer homes due to under occupancy. Our average turnaround time for a property becoming empty to a new tenant moving in is currently 11 days.

Cyclical

This sub Team are overall responsible for gas servicing and ensuring the safety of tenant’s gas equipment. Currently 99% of our properties have a valid gas certificate.

The Team are also responsible for gardening issues and are glad to announce new gardening contractors for both Eden and Calderbridge areas with excellent feedback regarding both.

Stock Investment

This sub Team have overall responsibility for upgrading kitchens and heating systems amongst other things.

During 2013 we have secured funding from various sources to cover the cost of 800 loft insulation top-ups and upgraded 250 properties with cavity wall fill. We have also attracted from Local Authorities throughout Cumbria an amount in the region of £100,000 to fund major Disability Adaptations.

We aim to maintain the high level of tenant satisfaction and currently have achieved 100% results. We have listened and acted upon the feedback received from tenants and addressed the issues. One of the issues which had been raised was the appearance of the floor covering we used and due to the feedback we are now going to use a more attractive but hard-wearing substitute which will enhances the look of the overall kitchen finish.

Within 2014 our planned maintenance programme includes replacing 29 boilers, 32 full heating systems, 35 kitchens, 14 electric heating upgrades, 3 bathroom upgrades plus a large window and door replacement scheme.

Impact Housing has a legal obligation to service and check the safety of all heating appliances in their properties. An annual gas service will be carried out every 12 months by a Gas Engineer registered with Gas Safe.

REGISTER Rent Increases

Our approach to . . . Welfare Reform

Impact’s single biggest concern is the increasing financial challenges of our tenants. We will do everything that we can to help them.We already have 2 advisors working with applicants for housing and with existing tenants to ensure that they are maximising their incomes. We have increased our support to tenants who have got into difficulties - for example, because of the Govt.’s new Bedroom Tax, or who have just lost their jobs or who are faced with fast rising fuel bills. We have brought in new schemes through our Furniture Stores for people who have absolutely nothing (perhaps, through a fire, or family breakdown, or other loss).

We would be keen to hear your views on what else you think we should be doing to help our tenants through these difficult times.

You should either speak to your Neighbourhood Coordinator (If you do not have a direct line number you can call 03448 736290 and press Option 5)

You can email us on enquiry@impacthousing.org.uk

You can also find us on Facebook.

Government has just changed the rules on how we increase our rents. Last month, our Board considered what we should do. We are writing to let you know what action we will take.

We have several different types of rent. For example, we have general needs, supported housing, very old rents, Salterbeck rents, relet rents and our newest properties. And, our rents are partly based on where they are and how large they are. In recent years, our rents have increased faster than inflation and this has allowed us, among other things, to catch up with a backlog of repairs and also to fund some new purchases.

Now, the government has given all housing associations a deadline of April 2014 to bring their rents up to the maximum limit that they have set for us. So, our Board has decided that we will increase many of our existing rents next April and we bring the rents on all new relet tenancies up to the maximum straight away. However, we are committed to spending every extra penny of that extra income on helping our tenants to survive in these difficult times.

1. Impact’s single biggest concern is the increasing financial challenges of our tenants. We will do everything that we can to help. Because of the nature of some of our properties, tenants with similar incomes are often paying widely different amounts to live in our properties. Thus, a tenant of an older house with electric heating can be paying £50 a week more than a similar tenant living in a modern well insulated house. We will use some of the money to even out these running costs.

2. The best way out of financial challenges is into employment. When one of our tenants gets a job, it is often difficult to afford those first few weeks, particularly young people moving into their first job. We will use some of the money to help those tenants through the first few weeks.

We’d be keen to let you know what you think . . . Please ring or email us with your thoughts.

You should either speak to your Neighbourhood Coordinator (If you do not have a direct line number you can call 03448 736290 and press Option 5)

You can email us on enquiry@impacthousing.org.uk

You can also find us on Facebook.

Your co-operation is requested in allowing our contractors access to your home. Your tenancy is at risk if you do not allow access and we will start legal action by sending you a “Notice of Seeking Possession”.

From the beginning of November 2013 we will be starting a new system “Talking Gas Service Reminders” – these are notices that will be attached to the tenant’s front door which play an audio recording reminding tenants that it is extremely important that access is available for the annual gas service – these will be used where there have already been 3 unsuccessful attempts to gain access to the property.

Carbon Monoxide – The Silent Killer

About 30 people every year die from carbon monoxide poisoning related to gas appliances and many more suffer from the symptoms of carbon monoxide poisoning. Carbon monoxide is produced by gas appliances which are badly installed or not maintained properly or which do not have enough ventilation. Carbon monoxide is invisible

and has no smell or taste. Small amounts can lead to a variety of serious health problems including brain damage.

Gas Safety

Make sure you know where the main gas valve is (usually beside the meter) and how to turn it off in an emergency.

If you think you can smell gas:

n DON’T turn electric switches on or off.

n DON’T smoke or strike matches.

n DON’T use naked flames.

n DO turn off the gas supply at the meter.

n DO open all doors and windows to get rid of the gas.

n DO check to see if the gas valve has been turned on accidentally.

n DO check if a ring on the cooker or pilot light has been blown out.

For any gas emergency at any time call The National Grid on 0800-111-999 (Freephone) or follow the link to the National Grid website for information regarding gas http://www.nationalgrid.com/uk/gas

Asset Management Repairs Opening Times over Christmas and New Year

Monday 23 December 2013: 09:00 – 17:00

Tuesday 24 December 2013 – Wednesday 1 January 2014: Closed

Thursday 2 January 2014: 09:00 – 17:00

Friday 3 January 2014: 09:00 – 17:00

Please note there is an emergency answer line who will deal with all calls over this period. All emergency repairs should be called in on 03448-736290. No e-mails will be picked up over the closed period so please use the telephone number only. This is for EMERGENCY REPAIRS only.

Our approach to . . .

If you would like a copy of the detailed Home Standard please contact Asset Management on 01900 842153

Impact’s rents are among the lowest in Cumbria. Most of our properties are extremely popular. Not only are our properties in good condition, we also provide extra services that add value to our role as landlord.

n STOPCOCK – Ensure you know where the stopcock is located. If there is a burst pipe or other plumbing emergency you should be aware of where to turn off the water supply at the mains.

n HEATING – You may have your heating set to come on and off at certain times. It is best to leave the heating on continually at a low setting if you are thinking about going away for any period of time in the winter months or set the timer so the heating continues to come on regularly whilst you are away.

n TIMED LIGHTING – If you are going to be absent from your property for any period of time it is an excellent idea to use light timers to deter burglars. These are plugged in to the socket with the lamp plug and can be bought cheaply at local shops such as Argos, Home Bargains etc.

n FUSE BOX – You may already know where the fuse box is but it is a good idea to keep a torch somewhere handy so that if there is a blown fuse or a switch trips when it is dark, you can find it easily using the torch.

n CONDENSATION – Condensation occurs usually in rooms that do not have sufficient ventilation or heating. In the winter condensation problems are worse and can cause mould. Maintaining an even temperature in the property will greatly assist in reducing condensation.

Handy hints and tips for winter

Asset Management TeamWithin the Team we have Sub-Teams who look after Repairs and Maintenance, day to day repairs, empty properties, upgrading kitchens and heating systems, gas servicing, external decoration and many other areas.

The teams are divided into:

Responsive Repairs

This sub Team has overall responsibility for tenant’s day-to-day repairs. Our current customer satisfaction rate for 2013 is 100% which is very encouraging.

One of the presentations we have worked on as a Team looks at the issue of Recharging tenants and this can be viewed by following the link http://www.youtube.com/watch?v=vgb_H0cJaZU which offers good information to keep our tenants up-to-date.

Voids

This sub Team has overall responsibility for empty properties. Our current customer satisfaction rate for 2013 is 98%.

Since the Bedroom Tax becoming legislation on 1 April 2013 we have helped 36 tenants transfer homes due to under occupancy. Our average turnaround time for a property becoming empty to a new tenant moving in is currently 11 days.

Cyclical

This sub Team are overall responsible for gas servicing and ensuring the safety of tenant’s gas equipment. Currently 99% of our properties have a valid gas certificate.

The Team are also responsible for gardening issues and are glad to announce new gardening contractors for both Eden and Calderbridge areas with excellent feedback regarding both.

Stock Investment

This sub Team have overall responsibility for upgrading kitchens and heating systems amongst other things.

During 2013 we have secured funding from various sources to cover the cost of 800 loft insulation top-ups and upgraded 250 properties with cavity wall fill. We have also attracted from Local Authorities throughout Cumbria an amount in the region of £100,000 to fund major Disability Adaptations.

We aim to maintain the high level of tenant satisfaction and currently have achieved 100% results. We have listened and acted upon the feedback received from tenants and addressed the issues. One of the issues which had been raised was the appearance of the floor covering we used and due to the feedback we are now going to use a more attractive but hard-wearing substitute which will enhances the look of the overall kitchen finish.

Within 2014 our planned maintenance programme includes replacing 29 boilers, 32 full heating systems, 35 kitchens, 14 electric heating upgrades, 3 bathroom upgrades plus a large window and door replacement scheme.

Impact Housing has a legal obligation to service and check the safety of all heating appliances in their properties. An annual gas service will be carried out every 12 months by a Gas Engineer registered with Gas Safe.

REGISTER Rent Increases

Our approach to . . . Welfare Reform

Impact’s single biggest concern is the increasing financial challenges of our tenants. We will do everything that we can to help them.We already have 2 advisors working with applicants for housing and with existing tenants to ensure that they are maximising their incomes. We have increased our support to tenants who have got into difficulties - for example, because of the Govt.’s new Bedroom Tax, or who have just lost their jobs or who are faced with fast rising fuel bills. We have brought in new schemes through our Furniture Stores for people who have absolutely nothing (perhaps, through a fire, or family breakdown, or other loss).

We would be keen to hear your views on what else you think we should be doing to help our tenants through these difficult times.

You should either speak to your Neighbourhood Coordinator (If you do not have a direct line number you can call 03448 736290 and press Option 5)

You can email us on enquiry@impacthousing.org.uk

You can also find us on Facebook.

Government has just changed the rules on how we increase our rents. Last month, our Board considered what we should do. We are writing to let you know what action we will take.

We have several different types of rent. For example, we have general needs, supported housing, very old rents, Salterbeck rents, relet rents and our newest properties. And, our rents are partly based on where they are and how large they are. In recent years, our rents have increased faster than inflation and this has allowed us, among other things, to catch up with a backlog of repairs and also to fund some new purchases.

Now, the government has given all housing associations a deadline of April 2014 to bring their rents up to the maximum limit that they have set for us. So, our Board has decided that we will increase many of our existing rents next April and we bring the rents on all new relet tenancies up to the maximum straight away. However, we are committed to spending every extra penny of that extra income on helping our tenants to survive in these difficult times.

1. Impact’s single biggest concern is the increasing financial challenges of our tenants. We will do everything that we can to help. Because of the nature of some of our properties, tenants with similar incomes are often paying widely different amounts to live in our properties. Thus, a tenant of an older house with electric heating can be paying £50 a week more than a similar tenant living in a modern well insulated house. We will use some of the money to even out these running costs.

2. The best way out of financial challenges is into employment. When one of our tenants gets a job, it is often difficult to afford those first few weeks, particularly young people moving into their first job. We will use some of the money to help those tenants through the first few weeks.

We’d be keen to let you know what you think . . . Please ring or email us with your thoughts.

You should either speak to your Neighbourhood Coordinator (If you do not have a direct line number you can call 03448 736290 and press Option 5)

You can email us on enquiry@impacthousing.org.uk

You can also find us on Facebook.

Universal Credit - Get ReadyYour 5 point Action Plan for Universal Credit

There’s nothing more important than the roof over your head, so always make rent your top priority. If you’re used to having your rent taken care of, this might take a bit of getting used to. At the beginning of each month you’ll have more money in your account than you did under the old system.

It’s really important not to let this tempt you into spending money that you can’t afford.If you have any questions or concerns about Universal Credit please contact us on 03448 736290 (option 3) or email incomemanagement@impactorg.uk

n Make sure you have a bank account. To receive Universal Credit you will need a bank or building society account, or an account with an alternative provider such as a Credit Union. The account will need to be able to accept electronic payments.

n Decide whether you need a joint account. If you live with your partner and you’re both eligible for Universal Credit, you’ll get a single monthly payment which can be paid into either a joint or an individual account.

n Check whether you can set up automated bill payments. If you currently get Housing Benefit, your rent will no longer be paid to Impact. Instead of Housing Benefit, this payment will be included in your monthly Universal Credit payment and you’ll then need to pay Impact yourself, e.g. via direct debit.

If you have a Credit Union account, a prepaid card account or a Post Office® card account, check that you can set up automated payments such as direct debits for things like rent and bills. If you can’t, you should open an account which offers this.

n Draw up a monthly budget. Because Universal Credit is paid monthly, you may need to make changes to the way you budget.

Universal Credit payments will be made monthly in arrears but you won’t be able to pay your rent in arrears at the end of the month. You’ll need to make sure that your rent is paid in advance

so that you don’t break the terms of your tenancy agreement.

n Internet access. You’ll be expected to claim Universal Credit and manage your account on-line. If you need help getting online, speak to your local JobCentre Plus or talk to us. We’ll be able to offer free internet usage and support across Cumbria to help you make your claim.

Who will be affected? - Households of working age who claim in-work or out of work benefits. These include Income Support, Income Based Job Seekers Allowance or Employment and Support Allowance, Housing Benefit, Child Tax Credit and Working Tax Credit.

When? - Some people may move to Universal Credit from October 2013. Others will be moved over between October 2013 and October 2017.

The detail - Just 1 monthly payment will be made which will include all of the above current benefits and tax credits. If you have a partner, there will be 1 monthly payment for both of you. If you have any other adults living with you who are entitled to benefit, they may claim in their own right, but a deduction of £68 per month will be made from your payment. All payments will be made monthly in arrears, into your bank account.

Claiming - Claims for Universal Credit will have to be made via the internet. Only in very special circumstances will it be possible to claim by phone.

Remembering to pay your rent isn’t the most exciting part of Christmas – but keeping your home is probably the best Christmas present you could have.

Since January 2013, we’ve had to evict 9 of our tenants. Taking someone’s home away is very much a last resort: please don’t let things get this far. Don’t ignore us if we contact you about rent arrears, and don’t forget to pay over the Christmas period.

If you’re having difficulty paying your rent, you should contact the Income Management Team on 03448 736290 (Option 3) as soon as possible.

We’ll be able to help and refer you to our Money Matters Service or other local advice agency such as Citizen’s Advice Bureau.

So far this year, our Money Matters service has helped our tenants to reduce their debts and increase their income, to give them over an additional £290,000 in total. Maybe you can also benefit from this service!

Don’t forget your rent this

Christmas

You can find out all our latest news on our website at www.impacthousing.org.ukWe regular share news and feedback on our facebook page, visit at www.facebook.com/impacthousing

To help us to do this, we need to gather feedback from you!

We regularly carry out surveys either over the phone or through the post. So far, we’ve collected some very useful information from you which is helping us to make our service better.

If we contact you, we’d appreciate it if you could spare 5 or 10 minutes to answer a few questions. If you do, we’ll automatically enter you into a Prize Draw with the chance to win a £15 Marks and Spencer gift card!

The Income Management team is committed to providing a full and customer focused service.

Our service needs you!