IN THIS ISSUE

1

2

5

6

6

8

3 7

PAGE

Tamworth Borough Council’s LandlordServices Income Team hassuccessfully attained the HousingQuality Network’s accreditation forincome management following anassessment of the service.

The assessors recognised that we are providinga high-quality service to our customers.

During the assessment, some of our serviceusers were interviewed and demonstratedthe added value staff provide when dealingwith customers in financial difficulty.

Our stakeholders were also interviewed anddemonstrated how well we work together.

The Team is now working on a three-yearservice improvement plan to ensure ourservices are continually improved.

Improvements for the first year include:

l Reviewing our pre-tenancy procedures

l Taking payment at the sign-up of a tenancy

l More focus on former tenant arrearsl With the reduction in funding to

support some of our partners, alternative support mechanisms are being considered

We are very proud to receive theaccreditation and are looking forward to thepresentation of the award.

INCOME MANAGEMENT

ANTI-SOCIAL BEHAVIOUR

REPAIR RESPONSIBILITIES

ESTATE INSPECTION

SINGLE GLAZED WINDOWS

KEEP OUR TREES IN TAMWORTH

HOME ENERGY ADVICE

JOB CLUBS

INCOME MANAGEMENT ACCREDITATION

Housing Services SPRING 2016

1

Tamworth Borough Council’s Landlord Services ASB Team successfully attainedre-accreditation with Housemark, a national benchmarking organisation.

Over the past three years, since the original accreditation action plan, significant changes have beenimplemented to improve the service to customers. These include:

l A new case management system l Integration with the community safety hubl Tenant involvement to model future servicesl Top quartile performance consistently maintained with increased customer satisfaction levelsl Enhanced website information

We are delighted to be recognised once again for exceptional services provided and commitment tosuccessful resolution of anti-social behaviour.

2 OPEN HOUSE – SPRING 2016

LANDLORD SERVICE ANTI-SOCIALBEHAVIOUR RE-ACCREDITATION

ASB performance January – March 2016

Number of new cases for the quarter 74

Number of open cases for the quarter 38

The complaints have increased slightly but stillrepresent just 1% of the total stock.

Number of closed resolved cases 17

Number of closed unresolved cases 3

The resolution rate has dropped this quarter,showing 94% of cases have been resolved.

For the 2nd quarter, our top complaints were about:

Noise 41%

Pets 11%

Verbal abuse/harassment/intimidation/threatening behaviour

11%

Garden nuisance 14%

Hotspot areas for the quarter are:

Amington 16%

Bolehall 12%

Stonydelph 12%

Glascote 13%

If you would like to see any other performanceinformation, please call the Tenancy SustainmentTeam on 709514 or email:estatemanagementteam@tamworth.gov.uk

3

REPAIR RESPONSIBILITIES

As your landlord we are responsible for some of the repairs and maintenance to yourhome; however some of these responsibilities are yours as the tenant. Below is anoverview of tenant repair responsibilities (check your Tenancy Agreement andRepairs Policy on the website for full details). Please note the Repairs Policy iscurrently under review.

Tenant’s general responsibilities are:

l Allow repair operatives into your home to carry out repairs, annual safety checks and inspection/sl To inform Mears (free phone 0800 183 00 44) as soon as you notice a repair is needed and take

action to prevent it getting worse. Please note calls from mobile phones may be charged. You can also report non-urgent repairs by emailing repairs@tamworth.gov.uk

l Arrange for the repair of any damage caused by you, a member of your household or a visitor.

For your full responsibilities you must check the details in your Tenancy Agreement and RepairsPolicy (Please see www.tamworth.gov.uk for full details)

Inside and outside the home:

For example, you are responsible for:

l Replacing internal doors, cupboards, drawer and handles for all of thesel Internal glazing – we will do all exterior glazing but you may be recharged if this is as a result of

wilful damage or neglectl Internal decoratingl Internal fittings including skirting boards, toilet seats, sink and bath plugs and chains,

bath and sink sealant, curtain rails and pelmetsl Plumbing for washing machines and dishwashers (where not previously supplied by the Council)l Floor coverings including carpets, laminate flooring and ceramic tilesl Internal draught excluder plate to letterbox

Continued on next page…

4 OPEN HOUSE – SPRING 2016

…Continued from page 3l Unblocking sinks/wastesl Replacing light bulbs and fluorescent tubesl Lock changes and charges for replacing lost keys/fobs or wilful damage and neglectl Your own equipment such as TV aerials, aerial points, satellite dishes, domestic appliances and

garden water pointsl Repairs and/or removal of garden shedsl Garden landscaping including paths other than the path that gives you access to the property safelyl Fences and/or walls (unless bordering a recognisable hazard, i.e. rail track, waterway,

open spaces, etc)l Sweeping chimneysl Infestations such as mice, wasp nests, bed bugs, cockroachesl External drying areas, i.e. washing lines, except communal.

Note

These repairs will continue to be undertaken if you live in sheltered housing or are over 75 and do not haveanyone who lives with you who can undertake these repairs.

Please see details of the handy person service in the Repairs Policy.

You must also:

l Keep external air bricks and internal vents free of any obstruction (blocking vents could cause problems with gas appliances )

l If you live in a flat or maisonette, keep communal areas (including halls, staircases, landings, lifts, balconies, passageways and surrounding areas of any flats) in a tidy condition, free from rubbish, personal belongings and any other obstructions

l If you live in a maisonette or flat, ensure that you clean and sweep the landing/balcony in front of your door and report any blocked surface drains immediately

l Burn only approved smokeless solid fuels for your appliances if your home has solid fuel heatingl Take responsible steps to prevent water pipes being damaged by frostl Report repairs such as blocked drains, water leaks, structural defects and problems with water,

gas, electricity and fire appliances immediately.

5

ESTATE INSPECTION PROGRAMME 2016-2017

What happens after the inspection?

The outcome and actions for all inspections will be reported on the web as part of You Said, We Did, inOpen House and will form part of the annual Impact Assessment for all tenant involvement activity.

While not all of the issues will be the responsibility of the Council, our partnerships with local agencies -such as the Fire Service, Police and Staffordshire County Council - allow us to ensure that all concerns arefed back to the appropriate organisation and responsibility is taken for issues identified within the remit ofthose organisations. Organisations will be asked to respond to issues within 28 days to ensure these areactioned and resolved accordingly.

PROGRAMME OF ESTATE INSPECTIONS 2016-2017Area – Streets/Roads

Arden Close, Fairview Close, Florendine Street, High:eld Avenue, Kerria Centre, Kerria Road, Madrona, Magnolia, Monks Way, Nemesia,Quince, Ridgewood Rise, Saffron, Sheepcote Lane, Sorbus, Sorrel, Spruce, St Georges Way, Tilia Road, Trefoil, Woodhouse Lane.

Allensmead, Barnbridge, Belgrave Road, Bright Crescent, Broadsmeath, Exley, Greatmead, Hamble, Hayle, Honeybourne, Irwell, Kennet,Lomita Cresent, Lower Park, Medina, Medway, Tarrant, Stonepit, Wandsbeck, Waveney, Thurne.

Amington Road, Argyle Avenue, Aspbury Court, Bamford Street, Beech Avenue, Bridgewater Street, Canning Road, Dormer Avenue, EastView, Ferrers Road, Goostry Close, Goostry Road, John Street, Leedham Avenue, Macgregor Crescent, Manor Road, Marshall Street,Neville Street, New Street, Rene Road, School Street, Sheepcote Lane, Summer:eld Road, St Georges Way, Thomas Street, Tudor Crescent.

Balfour, Bitterscote Lane, Bradford Street, Colbourne Road, Crutchley Avenue, Devereux House, Fazeley Road, Halford Street, HarcourtHouse, Lich:eld Street, Milo Crescent, Moor Street, Morgan Road, Orchard Street, Peel House, Richmond Close, Stanhope House, StrodeHouse, Sunset Close, Sutton Avenue, Townshend House, Victoria Road, Weymouth House.

Calder, Caledonian, Cambrian, Camhouses, Carisbrooke, Carlcroft, Chapelon, Craven, Crossfell, Deeley, Dunedin, Engine Lane, Faringdon,Gresley, Hawksworth, Ivatt, Kirtley, Maitland, Pullman Close, Sheepcote Lane, Signal Walk.

Arnold Close, Bloom:eld Way, Browning Close, Burns Road, Byron Road, Campbell Close, Chaucer Close, Chesterton Way, ColeridgeClose, Comberford Road, Dryden Road, Elizabeth Drive, Goldsmith Place, Keats Close, Keble Walk, Kingsley Close, Kipling Rise,Longfellow Walk, Mase:eld Drive, Milton Avenue, Shakespeare Close, Shelley Road, Spenser Close, St Austell Close, Tennyson Avenue,Thackeray Drive, Wordsworth Avenue.

Alfred Street, Ashby Road, Beech Close, Beech Road, Borough Road, Cedar Drive, Cherry Tree Walk, Chestnut Avenue, Comberford Road,Copes Drive, Edward Street, Gillway Lane, Hawthorne Avenue, Hilltop Avenue, Holly Close, Laburnum Avenue, Lilac Road, Nevill Street,Prospect Street, Queensway, Salters Lane, Steere Avenue, Stevenson Road, Tempest Street, Wigginton Road, Willington Road.

Craven, Crowden Road, Ealingham, Edale, Ellerbeck, Eringden, Garrigill, Gayle, Holwick, Litton, Lothersdale, Milburn, Montley, Murton,Pennymoor Road, Rainscar, Ravenstone, Raygill, Ribblesdale.

Greenhill Close, High Street, New Street, Orchard Close, Park:eld Crescent, Tamworth Road, Welford Road, Wigford Road.

Arden Road, Ash Grove, Bailey Avenue, Bakers Walk, Beauchamp Road, Brook Avenue, Callis Walk, Castle Road, Cottage Walk, Ethel;edaRoad, Gorsy Bank Road, Hastings Close, Hockley Road, Ivyhouse Walk, Jervis Road, Kilbye Close, Kimberley, Leisure Walk, Liberty Road,Linthouse Walk, New Road, Overwoods Road, Quarry Hill, Saxon Close, Smithy Lane, Stonehill Walk, Tinkers Green Road.

Ward

Amington

Belgrave

Bolehall

Castle

Glascote

Mercian

Spital

Stonydelph

Trinity

Wilnecote

Inspection

April 2016

May 2016

June 2016

July 2016

August 2016

September 2016

October 2016

November 2016

November 2016

December 2016

 

DO YOU HAVE TIMBER OR PLASTIC SINGLE GLAZED WINDOWS?

If yes, please call 709709 and ask for ext 373 so we can update our planned programme of works, oralternatively email: amanda-matthews@tamworth.gov.uk and provide your name, address andnumber of single glazed units at your property.

Please continue to report repairs through to the repairs team on 0800 183 0044

KEEP OUR TREES IN TAMWORTH

Before you make that call to cut/remove any trees, please read the followingimportant information. We only consider tree works for health and safety reasons.

Health and safety issues may include: Dead, diseased or dangerous trees.

Non health and safety issues may include: Branches overhanging a property are to be pruned by you anddisposed of in your green waste bin. Any trees within your boundary are to be maintained by you andpruned annually to prevent overgrowth and also disposed of in your green waste bin. The falling of leaves,sap and berries is also not classed as a health and safety issue.

In the last financial year, 50% of our callouts were not health and safety related with no works needed. The chargefor each callout is taken from our tenants’ money – which could be put to better use.

VERY IMPORTANT FACTS

1. Trees are the biggest plants on the planet, they give us oxygen.2. Trees absorb carbon dioxide and potentially harmful gases, such as

sulphur dioxide, carbon monoxide, from the air and release oxygen.3. Trees stabilise the soil.4. Trees create an ecosystem to provide habitat and food for birds

and other animals.5. Trees also improve the look of our town and give people a lot of pleasure.6. One large tree can provide a day's supply of oxygen for four people.7. Trees protect our children from the ultraviolet rays produced by the sun.

6 OPEN HOUSE – SPRING 2016

7

HOME ENERGY ADVICE TAMWORTH (HEAT)

We are pleased to inform you that Tamworth Borough Council’s Home Energy AdviceTamworth (HEAT) scheme is working in partnership with Warm Zones CIC to delivera new project in Tamworth – the Warm Zones Fund.

Owner-occupied homes, privately rented homes and homes rented from Tamworth Borough Council thatare in CSCO (Carbon Savings Community Obligation) areas (postcode list below) can receive 100% fundingfor installation of the below measures if they require them:

Home owner-occupied or privately rented(privately rented homes subject to

landlord permission)

l New heating system (if the home does not already have a heating system)

l Replacement heating system (if the current heating system is beyond repair)

l Cavity wall insulationl Loft insulation

Home rented from the Council

l Cavity wall insulationl Loft insulation

There is no need to be in receipt of any benefits to be eligible. The home must be in aCSCO area with a postcode on the list below and require the installation.

Funds are limited so please pass the message on - Contact HEAT now to find out more:

0800 043 2815 FREE from landlines

Or text 0792 265 1982 and an advisor will call back

Or email heat@tamworth.gov.uk

Tamworth Postcodes

B77 1BS B77 2EE B77 2HN B77 3AX B77 4EH B77 4LL B77 9SL B79 7BD B79 7DQ B79 7LH B77 1BW B77 2EF B77 2HP B77 3BE B77 4EJ B77 4LN B77 9SN B79 7BE B79 7DW B79 7LJ B77 1DD B77 2EJ B77 2HQ B77 3BF B77 4EW B77 4LR B77 9ZZ B79 7BG B79 7DX B79 7LL B77 1DE B77 2EL B77 2HR B77 3BG B77 4EY B77 4LW B78 3HB B79 7BH B79 7EF B79 7LN B77 1DF B77 2EN B77 2HS B77 3BQ B77 4EZ B77 4NA B78 3HE B79 7BJ B79 7GY B79 7LP B77 1DG B77 2ER B77 2HU B77 3DD B77 4FB B77 4NB B78 3HQ B79 7BL B79 7HA B79 7LQ B77 1DH B77 2ES B77 2HW B77 3JB B77 4FE B77 4ND B78 3JD B79 7BN B79 7HE B79 7LR B77 1DJ B77 2ET B77 2JE B77 3LA B77 4HA B77 4NL B78 3JE B79 7BQ B79 7HH B79 7LS B77 1DL B77 2EU B77 2JG B77 3QH B77 4HB B77 4NY B78 3JJ B79 7BW B79 7HR B79 7LU B77 1DN B77 2EW B77 2JH B77 4AP B77 4HD B77 4NZ B78 3JW B79 7BX B79 7HS B79 7LW B77 1DP B77 2EX B77 2JJ B77 4BS B77 4HE B77 4PP B79 7AF B79 7BZ B79 7HT B79 7LX B77 1DQ B77 2EY B77 2JL B77 4DA B77 4HF B77 4PW B79 7AL B79 7DA B79 7HT B79 7LZ B77 1DW B77 2EZ B77 2JN B77 4DB B77 4HG B77 9SA B79 7AN B79 7DB B79 7JG B79 7NA B77 1DX B77 2HB B77 2JP B77 4DD B77 4HH B77 9SB B79 7AP B79 7DD B79 7JP B79 7NB B77 2DA B77 2HD B77 2JQ B77 4DG B77 4HJ B77 9SD B79 7AS B79 7DE B79 7JQ B79 7ND B77 2DU B77 2HE B77 2JR B77 4DH B77 4HQ B77 9SE B79 7AT B79 7DF B79 7JS B79 7NH B77 2DY B77 2HF B77 2JS B77 4DL B77 4HU B77 9SF B79 7AU B79 7DH B79 7JU B79 7NJ B77 2DZ B77 2HG B77 2JW B77 4DN B77 4HX B77 9SG B79 7AX B79 7DJ B79 7LA B79 7PD B77 2EB B77 2HH B77 2LA B77 4DQ B77 4JA B77 9SH B79 7BA B79 7DL B79 7LB B79 7QA B77 2ED B77 2HJ B77 2LB B77 4DW B77 4JB B77 9SJ B79 7BB B79 7DN B79 7LD B79 7QB B77 2QJ B77 2HL B79 7RJ B79 7RE B79 7QF B79 7LG B79 7QD

8 OPEN HOUSE – SPRING 2016 Designed and Produced by Tamworth Borough Council(5/16) 1945

If you require this documentin an alternative format or

language, please contact uson 01827 709709.

WOULD YOU LIKE TO GET INVOLVED…

Getting involved is a great way to know that you are contributing to improving theservices you receive and your voice can empower you and other tenants to improvethe council’s performance and development in areas that matter to you.

Everybody has busy lives these days but selecting the way you get involved from a wide range of optionscould fit into your lifestyle and put you at the heart of decision making. It doesn’t have to be all aboutattending meetings, it can be as active as completing a survey once a year or popping along to one of ourconsultation events.

We believe in working together with tenants in a real partnership to improve the service we offer. If you areinterested please contact the Tenant Regulation & Involvement Team on 01827 709709 or emailtenantparticipation@tamworth.gov.uk

Tamworth Borough Council Marmion House, Lichfield Street, Tamworth, Staffordshire B79 7BZ.Enquiries: (01827) 709709 Main Fax: (01827) 709271

LET’S LOOK TOGETHER JOB CLUBS

‘Let’s Look Together’ Job Clubs have beenrunning since 2012 and have assisted hundredsof local people in their search for employment.60% of those attending one of the Job Clubshave found employment within the 12 months of attending.

There are a range of FREE Services at all the JobClubs which help job seekers to:

l Write a CVl Put together covering lettersl Print informationl Complete online applicationsl Sign up to Universal Job Match

l Access to information on training opportunities and other helpful local services

l Access to volunteering opportunities to gainwork experience and increase skills

l Mutual support from other membersl IT support

There are currently ‘Let’s Look Together’ Job Clubsin Tamworth town centre, Glascote and Belgrave. 

For more information please contact the mainoffice on 01827 59646 (option 3) or email:km.communitytogethercic@gmail.com

www.communitytogethercic.org.uk