We - Hastoe Housing Association

@home
February 2010
a newsletter for Hastoe Housing association residents
in this issue...
Resident involvement
page 7
Taking
good care
Hastoe prides itself on its mobile management
service, but this is strongly supported on its
original estates by a team of caretakers.
in the south region we have
seven caretakers. they are our
eyes and ears on the estate. as
well as looking out for our
elderly and vulnerable
residents, they report any
vandalism, graffiti, fly-tipping
and health and safety hazards.
over the past year they have
received extensive training: for
fire precautions, ladder safety,
lone working and customer
service skills. at our staff
conference in june they
scooped a prize for their sketch
of ‘it’s a Wonderful life’
depicting what it would be like
for residents without, and with,
them and the service they
provide.
We recently received an email
from one of our resident in
praise of our caretaker. Here is
an extract: “i have been
impressed with how clean and
well-groomed the estate is
kept. i have always found the
caretaker to be both friendly
and very helpful with advice on
matters relating to jobs around
my property. i have also
noticed how hard he works to
keep the estate looking as
good as it does. for my money,
he's an excellent caretaker”.
We frequently receive
compliments such as this about
our caretakers and believe they
thoroughly deserve our respect
for the help they provide in
providing local services.
sustainable homes,
sustainable communities
Repairs and
Maintenance update
page 11
Vote on Link to the
Developing World
page 10
South @home : news
estate Walkabouts
if you have any concerns, comments or compliments about
where you live, why not talk to your area housing manager
at the next estate walkabout? everyone is welcome and the
next visits are on:
Bognor 5th jan, 2nd feb, 2nd mar and 13th apr
Walton 12th jan 9th feb 9th mar and 6th apr
Kirdford 2nd feb
West Dean 2nd mar
Beulah Hill 13th jan, 10th feb, 17th mar and 21st apr
community spirit
in the snow
While carrying out our
action plan to contact all
of our older tenants during
the recent cold snap, we
came across a number of
examples of staff “going
the extra mile”.
for example, two of our staff in the
region visited a vulnerable tenant
on the day before christmas eve
as he had just lost his wife and is
disabled. While there, they
chatted to a terminally ill
neighbour who was worried that
her daughter would not be able
to drive through the snow to pick
her up before christmas and our
staff offered to drive her there
themselves if this came about.
this member of staff said: “i just
could not bear to think of her
spending christmas on her own.”
the same member of staff also
contacted a resident on
christmas day, knowing that he
was alone: “he was extremely
pleased that someone was
thinking of him on such a special
day,” she said. meanwhile, her
colleague has been out and
about visiting vulnerable tenants
to deal with any repair issues
through the bad weather.
the cold weather brings all sorts of
problems, but it does also often
bring out the best in people.
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@home February 2010
Chenies Close 20th jan, 3rd and 31st mar
East Grinstead 27th jan, 3rd and 31st mar
Eastbourne 3rd feb, 10th mar and 28th apr
Ferndene every friday morning 10 -11am until further notice
Langdale Gardens 22nd jan, 19th feb, 19th mar and 23rd apr
Lichfield Gardens 15th jan, 12th feb, 12th mar and 16th apr
Lewes 13th jan, 10th feb, 10th mar and 14th apr
times, other details and walkabout events will be advertised locally.
reaching for the sky
We say a fond farewell to nick nacmanson
this month who is leaving Hastoe to become
a helicopter pilot in the british army. He will
be missed.
as Housing team administrator for the team at Hampton Wick, nick has
been involved in a number of activities including managing the housing
lists, managing vacant properties and help speed up turnaround for the
new tenants as well as signing up new residents. nick said “i especially enjoyed meeting residents on our developments
and handing over the keys to their home. i’ll miss the team spirit at the
office too!”
nick starts his officer training at sandhurst in the summer and after his
training, could be deployed on any number of operations including
peacekeeping, search and rescue or delivering humanitarian aid. We all wish him well and the best of luck.
Round up
Resident involvement
ever wondered what being a resident board
member is like? Hear from dave sprinks on page 7
editor’s
column
Welcome to our
fourth edition of
@home this winter!
i’d like to wish you
all a Happy new
Year and best wishes
for 2010.
We’ve included some
follow up stories on
activities that happened
in 2009 and lots of new
information as well as our
repairs and maintenance
programme update on
page 11.
i’d encourage you to cast
your vote and help
choose our ‘link to the
developing World’ as well
as give us have your ideas
for charitable donations in
the future. in 2008/09, we
gave £15,300 to good
causes that help us to
meet your needs with
donations ranging from
£250 to £3000.
i’m always pleased to
hear from you with
comments and ideas and
you can get in touch with
me at the head office.
You can find details on
the back page.
phone me on:
020 8973 0437
or email: rbeaumont
@hastoe.com
Rebecca
rebecca beaumont
Hastoe registered with Homeswapper
Homeswapper is a service for social tenants (in rented property)
who want a house or flat swap.
this is also called mutual exchange. if you live in a council house or housing
association property you can swap.
Hastoe is registered with this service so
tenants who wish to put their names down can do so for free.
You can read more about the service at www.homeswapper.co.uk or on our
website under ‘existing tenants’ and ‘How to’ ‘exchange Homes’ or ask your
area housing manager.
Home focus magazine
You can still find out about low cost home ownership by
requesting a free homefocus magazine via text or ring us on
020 8973 0437.
it features up to date information about buying an affordable
home and aims to help readers understand the options
available across the uk.
text 81025 with “Homefocus Hastoe” followed by your
name and address to receive a copy free of charge. texts
costs 25p and go towards administration costs. Your normal
network charge will apply.
Winter chill
We would like to thank residents for their
patience during the cold period.
We managed to run a full service but it was
difficult for staff to get in and out of work. We
did hear some heart-warming stories from
residents of how individual staff had looked
after those needing extra help during the
extreme weather conditions. We also contacted
vulnerable residents to see if they needed any help.
mrs lane from burnham market in the east said:
“i was really impressed to receive a call
and with your proactive and caring attitude
towards residents.”
February 2010 @home
3
8
Repairs and maintenance
fire Safety
ID cards
We are finalising inspections of buildings –
generally those with lifts or with more than
four floors - which require in depth fire risk
assessments.
this involves detailed
inspections of each building,
highlighting improvements to
existing communal areas
and, where necessary
undertaking additional fire
prevention work.
We are also providing advice to
residents on how to get out of the
building in the event of a fire. We
will be doing evacuation fire drills
soon and preparing plans for
residents who are physically
disabled to ensure that emergency
services are aware of their needs.
You can help us to
prevent fires by following
some simple advice...
l do not leave things in
communal areas as they can
be set alight by irresponsible
people. We have experienced
one incident where this
occurred which caused
considerable damage to the
building and residents
great concern and anxiety.
4
@home February 2010
l switch off electrical equipment
or appliances when not in use.
l do not leave pots and pans
unattended during cooking.
l make sure cigarettes are
properly extinguished.
l Have electrical equipment
checked before using it,
particularly if it is old and in a
poor state.
l do not overload electrical
sockets.
l do not keep gas cylinders in any
of our buildings. they are not
allowed and pose a very serious
risk of explosion in the event of
a fire.
Every resident in our tower blocks
will have had advice on fire
evacuation and notices are in the
communal areas. Please read
these carefully and keep in a safe
and easily accessible place.
please remember all our
contractors are required to
show identity cards.
if someone calls at your door,
please ask to see their cards
before allowing them into your
home. if the contractor is
unable to show an identity card
do not allow them in and
contact us immediately on 0845
757 3842. our contractors will
not be offended!
Repairs and maintenance
Customer
satisfaction
with repairs
improving our repairs service
Improving Homes
We are committed to making sure that all our homes
meet a decent standard. this means making your home
warm, weatherproof and with a reasonably modern
kitchen and bathroom.
the government requires our
properties meet the ‘decent
Homes standard’ by december
2010 and we are well on the way
to achieving this challenging
target.
in the last twelve months we have
completed two new roofs at our
properties in Walton with a further
two planned for later this year. We
are also planning to start renewing
roofs at Hornchurch.
We are carrying out over £1 million
worth of decent Homes work
through our partner contractors
and we expect these to be
completed by july 2010. this is our
fourth year of carrying out
insulation works and we have
completed cavity insulation/loft
insulation to over 1000 properties.
our gas contractor has renewed
over £100,000 worth of boilers
replacing old, tired appliances
with modern energy efficient
condensing boilers that not only
have better performance but are
also cheaper to run.
some of you may be concerned
about the disruption that installing
a new kitchen or bathroom might
bring. However, our partner
contractors are very experienced
and we have been getting
excellent feedback from happy
residents. mrs mortimer from Victor
close said: “the quality of the
workmanship was fantastic the
operatives were very helpful and
obliging and i was surprised at how
quickly the works were
completed” while mr & mrs
cain also from Victor close said:
“the work men were very polite
and understanding and the
finished works were very good.”
We have had significant success in
fitting alternative heating sources
where gas is not available. in the
east region we have installed
ground source heat pumps that
take energy from the ground.
these create significant savings for
residents. in the West region, we
have been developing a
programme of installing and
renewing multifuel stoves.
We are now developing our
programme for all maintenance
works for the next twelve months.
In the next edition of @home we
will be publishing details of all
those schemes. Watch this space.
our top priority is getting repairs
right first time and on time.
our aim is to ensure that you are
fully satisfied with service we and
our partnering contractors provide.
since april, your satisfaction rating
with the service has grown from
88% to 95% and we hope that
more planned
improvements will build on the
work that has already been done.
If you have any comments or
ideas about the repairs service
then you can contact our
Customer Service Manager,
Glynda Mortimer on 020 8973 0455.
Leaseholders
gas servicing and repairs
at reasonable rates
our gas contractor currently
repairs and services gas
appliances in our tenants’
homes and we would like to
extend this service to our
leaseholders.
as a leaseholder you could
benefit by being offered
servicing and breakdown cover
at a reasonable cost.
You do not need to commit at
this stage, but please ring Tom
Bernard on 0208 973 0467 to
register your interest.
February 2010 @home
5
Greening Hastoe
Money matters
Helping to manage
your money
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george’s
green tips...
Here are some tips from
george, who is a member
of Hastoe’s green team,
which could help reduce
your carbon footprint and
save money on your
energy bills.
it is a good idea to close your
curtains at dusk to prevent heat
loss. if possible, fill up the washing machine, tumble
dryer or dishwasher: one full load uses less energy
than two half loads. only boil as much water as
you need (but remember to cover the elements if
you're using an electric kettle).
by turning down the
thermostat by 1°c,
heating bills could be
cut by as much as 10%.
Where a heating bill is £600 a year this equates to a
saving of £60. the temperature reduction would not
be noticeable.
make sure that appliances are not left on standby;
ensure that they are switched off at the mains
socket. also, don't leave electronic devices
charging unnecessarily.
setting a hot water cylinder thermostat at
60°c/140°f will reduce gas bills by a considerable
margin.
6
@home February 2010
We have produced a new
information and advice leaflet
called ‘managing your money’
which gives useful information
on how to make your money
go further.
it also has an easy to follow budget planner to help
you balance your income and spending. if you
would like a copy, please contact your area housing
manageror visit our website at www.hastoe.com
keeping warm
keep Warm keep Well is a national campaign to
reduce cold-related illness and deaths during winter.
You'll find information and advice about how to stay
well in winter by keeping warm and what financial
support is available.We support the campaign and
would encourage you to find out more at
www.keepwarmkeepwell.direct.gov.uk/
index.html or contact your area housing manager
for advice.
rent changes
We have recently completed the
consultation with the Hastoe Hundred club
on plans to amend our rent policy which has
been agreed by the board, to bring it more
into line with the government’s
recommended approach.
our aim remains to keep rents affordable and unless
adjustments are needed to meet your target rent,
increases will be in line with inflation plus 0.5%. if you
would like more information, please ask your local
office for a copy of our rent information factsheet or
your area housing manager for more information.
Involvement
getting
on board
“i’ve been a Hastoe resident
since christmas 2000. after
a few years i saw an article
about getting involved at
board member level so
thought i’d find out more.
after talking to someone at
my local office, i decided to
put myself forward as a
candidate despite not
having had any experience
of being ‘involved’ before.
some of the reasons included
wanting to understand more
about the business, give direct
input and feedback, getting to
know how Hastoe made its
decisions and when and where
residents’ issues were taken into
account. i also wanted to give
something back to Hastoe for
providing me with my home.
dave sprinks talks about
becoming involved as a
Hastoe board member
even though i live in the West
country, but all my travel and
refreshment expenses are
covered.
just because i’m a resident board
member doesn’t mean that i’m
treated any differently to other
board members – i’m an equal
member of the board. it’s not
intimidating and i’m welcomed
and expected to contribute to the
discussions and decision making
as much as everyone else. in fact,
as the resident representative, i’ve
got a powerful voice! but the
same goes for being a Hastoe
resident - i experience the same
service standards as everyone else
should i have a query about a
repair.
i was fully trained in “how to be a
board member” and i found it
helpful and interesting. my
experience so far has been very
i went through an interview
worthwhile and a real insight into
process, which was really to make
why different and sometimes
sure that the level of commitment
difficult decisions are made. i’m
If you
ini getting
involved,
was
rightare
for interested
me and that
was
now on the Human resources
why
contact
your area housing
happy
tonot
take
on the responsibility
committee, which is a sub-group
of a board
member.toi find
travel
to more? looking at policy development
manager
out
london once every two months,
and the performance
management of staff.
i was heavily involved with the
selection of the gas servicing
contractor and having worked as
a marine engineer and as a
police dog handler, i find that i
can put my practical experience
and skills to use. i’m helping to
make the decisions which
ultimately affect all of us as
residents and shape how the
services are provided.
see you at the next board
meeting? it would be great to
have some new resident
representatives and be able to
bounce ideas off each other as a
resident and a board member.
i’d really encourage any of you to
get in touch with me and discuss
any level of involvement and why
i think getting involved is so
worthwhile. You can email me on
dave-sprinks@hotmail.com or
request a phone call through
shirley evans-jones on 01305
216934 who will pass your details
on to me.”
February 2010 @home
7
Performance
Our performance in
october to december 2009
rent collected as a percentage of
rent due
Target: 100%
Actual: 98.7% (includes arrears)
percentage of emergency repairs
completed within 24 hours
Target: 98%
Actual: 98.9%
percentage of urgent repairs
completed within 5 days
Target: 95%
Actual: 91.6%
||||||||||||||||||||||||
|||||||||||||||||||
percentage of homes with a valid
gas certificate
Target: 100%
Actual: 98.92%
24 19
percentage of calls to Hampton Wick
answered within
20 seconds
Target: 80% Actual: 87.2%
30 seconds
Target: 100% Actual: 96.1%
number of days taken to re-let
empty homes
Target: 24
Actual: 19
in the first three quarters of the year
(from april 1 to december 31) we had 84
complaints. these were broken down as
follows:
Complaints by department
l Asset Management
l Development
l Housing Management (E)
l Housing Management (S)
l Housing Management (W)
l Sales and PR
36
3
9
28
7
1
Complaints by subject
l Hastoe decisions
l General repairs
l About staff
l Service charges
l Rent
l Contractors (mess)
l Contractors (attitude)
l Defects
l Development
l Lettings
33
9
18
4
6
6
1
2
3
2
We received 39 compliments in that
period and last month received a
further 26.
8
@home February 2010
Why we
survey
You will soon receive a survey form through
the post from an organisation called
feedback. this is an independent survey to
see how satisfied you are with the services
we provide. We thought we should explain
why we survey in this way.
one reason is that we are required to run this type
of survey at least every three years by the tenant
services authority (tsa) which regulates housing
asssociations. the results of this survey will go to the
tsa and will determine how well they think we
are doing.
We have won recognition from the customer
services excellence award (Quality Housing
services) and the investor in people award but
your opinion is what matters most. this survey will
allow us and others to compare Hastoe against
other housing associations and make judgements
about how good we are.
as a result of what you said in the 2008 survey we
have changed the way we do things, including by
delivering services
direct to your home
We offer a wide range
with mobile
of opportunities to get
management.
involved and this survey
is another way you can
tell us in complete
confidence what you
think of our services.
We know that you’re
all busy people and
as an added
incentive we are
offering the chance to win a prize. one completed
survey picked at random by feedback services will
win £250 and ten others will win prizes of £25.
finally, the survey asks a little about your
circumstances. it is important for us to know about
you and what you need from us. the survey is
confidential. Your form will go to feedback who will
only pass on your results and comments in a way
that guarantees your anonymity. so feel free to say
what you think.
listening and learning
How are
we doing?
Would like to see how we compare with some of the
other housing associations operating in your area?
if so, the tsa (tenant services authority) has just the
thing for you.
simply go to www.tenantservicesauthority.org and
click on the “find and compare landlords” link.
You
said...
You said:
the lighting on the estate was
broken and had been for some
time.
We did:
replaced the entire lighting system
ensuring all communal areas were
adequately lit.
You said:
appointments for viewing shared
ownership properties were
inflexible.
We did:
We now book property viewings
during evenings and at times
when the buyer is not working.
We are considering extending this
for tenants.
You said:
When dealing with anti social
behaviour we failed to keep the
complainant informed of what
actions we were taking.
We did:
We have recently reviewed our
anti-social behavior policy and
procedure and staff will now be
using an action plan approach
when dealing with reports of asb.
this means that the complainant
will be consulted on the action
that is to be taken and kept fully
informed.
You said:
You were unhappy with how we
dealt with counter-allegations of
anti-social behaviour.
We did:
area housing managers now have
a full asb toolkit to support them
when working with all parties in
asb cases in a sensitive and
constructive way.
...We
did
You said:
We did not respond quickly
enough to a problem with rodents.
We did:
made staff more aware of
problems of damage that rodents
can cause and the need to
resolve problems more quickly.
You said:
We did not keep you informed
about repairs to the sewage
treatment plant.
We did:
arranged a meeting with
contractor and residents and will
keep residents better informed in
the future.
February 2010 @home
9
community Involvement
donations
last year Hastoe gave out donations
to charities and organisations that
offer services and support to the
residents and communities we serve.
at the recent equality and diversity forum, a
resident suggested that we should let you know
about some of the work we are involved with.
amongst others, we support:
shelter which works to alleviate
the stress caused by
homelessness and bad housing. they provide
confidential advice and help to people with all
kinds of housing problems and lobby
government and local authorities to improve the
lives of the homeless and badly housed.
www.shelter.org.uk
the plunkett foundation who
provide support, networks and
knowledge to help rural
communities become aware of, understand
and implement practical solutions to the
challenges that they are facing. their projects
include rural community shops, making local
food Work and strengthening rural
communities. for more information please visit
their website at www.plunkett.co.uk
Hastoe is committed to promoting
financial inclusion and offer support
to residents who find themselves in
financial difficulty. to help us do this
we support credit unions in all three regions.
credit union members have access to
convenient ways to save and borrow, low cost
loans and insurance. for more information
about credit unions near you please contact
your area housing manager.
lots of residents believe these are the right sort
of organisations for us to support. let us know
what you think.
If you have any ideas that you would like us to
consider please contact Helen Riley on 020 8973
0419 or email hriley@hastoe.com
10 @home February 2010
Vote on link to
developing World
nick lear, (board member) and sue chalkley
(chief executive) interviewed three charities following our
decision to look for a charity or community to support in
the developing world.
We are keen to select a community with which Hastoe can
have a long term relationship. this will include more than
fundraising. for example, childrens pen pals, education
links or exchange visits between community members and
Hastoe residents and staff. fundraising will be encouraged
by matched funding up to a certain limit from Hastoe
Wyvern our charitable subsidiary. the three projects are:
Let them help themselves www.lethemhelpthemselves.org
is a charity which was set up by two local women, one of
whom is a Hastoe leaseholder, to provide support and
education for rural african communities, particularly in sW
uganda. it has already established a nursery school and
built and equipped an adult craft training and education
centre, together with a guest house that contributes
towards their running costs. the aim is to further develop
self-sufficiency and small businesses amongst the villagers.
the charity is currently fundraising in the uk to provide
clean water and other facilities for village families.
Rwanda Aid www.rwanda-aid.org
rwanda aid provides support for needy people in
the remote south West of rwanda. We are particularly
interested in their work on the island of nkombo, where
they are building new houses - with sustainable features for families whose homes were destroyed during an
earthquake. this work could expand into other aspects of
community life such as vocational workshops and
microfinance.
Happy Child www.happychild.org
this charity rescues children from the streets and
reintegrates them into family and community. it has been
working with street children in brazil since 1993 and has
helped over 7,500 children and teenagers and is now
exploring a project in the city of luanda, in angola, africa.
it is estimated that in the capital city of luanda there are
100,000 children living at risk on the streets following years
of civil war. Happy child is planning to work with the local
community to provide homes for the children, educational
services and a health centre.
To vote on which one you would like to choose please
phone Rebecca Beaumont on 020 8973 0437, vote on our
website at www.hastoe.com and follow the link or send
your response on the back of a postcard / envelope
addressed to R Beaumont, FREEPOST HASTOE, KT1.
and finally... South
just for fun...
answers on
back page
Wordsearch
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audio CD please contact your
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You can now find us on
Facebook. Why not look
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up with news and views? You
could also make contact with
other Hastoe residents.
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Update on works
most of this year’s cyclical
decorations programme is
complete but there are
some properties where we
are still to complete works.
these include Hastoe grange and
cholesbury grange where we
anticipate works being on site in
early march and completed by
mid april. the delays have been as
a result of an extended tender
process and the cold weather
period.
as for major works, most schemes
are complete. We have renewed
the roof at copenhagen Way,
carried out footpath repairs at
cholesbury and latimer grange
and renewed a sewage treatment
plant at Herriard. in the next
couple of months we will be
carrying out
repairs to
communal
paving in the
beulah Hill
area.
there is
considerable activity on our
decent Homes programme across
the region with a number of
properties having new bathrooms
and kitchens fitted as well as being
rewired. these works are well
underway and we anticipate
completing all of them by the end
of march 2010.
We are now finalising the details for
next year’s cyclical decorations,
major works and decent Homes
programme. a full programme will
be published in the next edition of
@home in may 2010.
February 2010 @home 11
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News
Hastoe South contact information
Milton Keynes Area Office
Witan court
319 upper fourth street
milton keynes
buckinghamshire
mk9 1eH
News
Who’s
Who...
Who’s
who?
Housing team administrators
“We are the first point of contact for the office. our role is to assist
the housing team with enquiries and provide general
administrative support.”
lo-call: 0845 702 3271*
tel: 01908 396240
fax: 01908 237843
email: miltonkeynes@hastoe.com
emma templeman (milton keynes)
email: etempleman@hastoe.com
tel: 01908 396240
Opening Times:
9am – 5pm, monday to friday
joanna mccall (Hampton Wick)
South Office
marina House
17 marina place, Hampton Wick
kingston upon thames
surrey kt1 4bH
email: jmccall@hastoe.com
tel: 020 8973 0394
lo-call: 0845 702 3271*
tel: 020 8973 0394
fax: 020 8943 2163
email: south@hastoe.com
Have you…?
been into any of our reception areas recently? We have given
them a bit of makeover as we want them to be more welcoming
and useful to you. let us know what you think.
Opening Times:
9am – 5pm, monday to friday
Repair Line:
lo-call: 0845 601 5506*
or tel: 020 8973 0395
Out of hours emergency number:
5pm to 9am; weekends and bank
holidays lo-call: 0845 757 3842*
www.hastoe.com
*please note that calls to
Bed
shireford-
from mobiles may cost more.
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0845 and 0800 numbers
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published by Hastoe Housing association ltd, Head
office, marina House, 17 marina place, Hampton Wick,
kingston upon thames, surrey kt1 4bH
printed on recycled paper
Hastoe ref: 00043/0210/nl/V4 soutH