Spotlight Autumn 2015

spot light Autumn 2015

Your magazine from town&countryh o u s i n g

What’s inside Scrutiny Panel Repairs Review Recommendations Centre pagesGardening competition results Pages 4-5

Are you insured?P21Do you know what you need to insure?

P16

Setting one up is now even easier!

Hello

Bob Heapy Chief Executive

the regularsRegenerating Sherwood P26

Competitions P11 & 22

How are we doing? P27

Complaints, compliments and feedback

P13

Get on the housing ladder P24

Our Customer Service Standards

P28

Contacting usYou can email [email protected] or call us on 01892 501480 and select one of the following options:

Rent payment Press option 1

Tenancy or Press option 2 orestate issues email [email protected]

Repairs Press option 3

Heating and For gas or electric heatingHot Water or your hot water, call Swale Heating on 0800 011 3139.

For oil heating Call Headcorn Heating on 01622 891299.

Leaseholders For all queries about yourand shared owners rent or repairs please call us on 01892 501490.

Visit our website www.tchg.org.uk

Editorial PanelAnne Harvey, Jackie Johnson, Monica Brown, Rowena Lo-mas, Carol Francis, Ricky Brown, Sue Thomas, Zara Rhodes and Alexine Storey. Thanks to all residents and staff who helped.

Magazine ProductionShirley Coomber

Spotlight is printed with vegetable based inks on paper from sustainable sources. Please recycle your copy.

Produced by

Welcome to the autumn issue of Spotlight. This year seems to be flying by and as ever we’ve been very busy over the past few months.

In July, the summer budget announced proposals which will impact on our customers and social housing across the country. It included things like benefit changes and a proposal to reduce social rent

by 1% per year for the next four years.

Our staff and Board are looking at the impact these changes will have as the money we collect in rent is invested into providing services such as repairs and maintenance of our homes.

Look out for more information in future issues of Spotlight and on our website as it is released.

2 Spotlight l Autumn 2015

We can provide information in other languages and other formats such as on CD, in large print and in braille please contact us. For information in another language call us, give your phone number and say which language you need.

P21Do you know what you need to insure?

Quick wins!

2015 Garden Comp Winners

P20Day to Day Repairs Service Review Recommendations

Fesival of Eid

the regularsRegenerating Sherwood P26

Competitions P11 & 22

How are we doing? P27


P13

Get on the housing ladder P24

Our Customer Service Standards

P28

New equipment helps repairs operatives

P15

P4 – 5

Spotlight l Autumn 2015 3

P12 We have garages available

P23

Town & Country acclaimed for excellent customer service

P6

East Kent round-up and forthcoming events

P8 – 9

Be ready for Universal Credit

Pull-out-and-keep

Dancing at Ardenhurst

P14

P18 – 19

Foundation round-up

P25Want to move house?

Have you considered Mutual Exchange?

4 Spotlight l Autumn 2015 Your magazine from

Gardening Competition 2015This year we had lots of gorgeous gardens entered into our annual gardening competitions from across the South East. Listed opposite are the winners and runners up for each category - congratulations to you all.

With thanks to our generous sponsors who have once again made this annual event possible. They are: Jenner Jones, Just Ask, Hill, Swale, DMS, Klassic and Baily Garner.

Imogen Hudson Ash, Canterbury

Marjorie & Bob Barden Goudhurst

Mr & Mrs Parr Lamberhurst

Simmonds Court

Wayne Smith Tunbridge Wells

Town & Country Housing Spotlight l Autumn 2015 5

Gardening Competition 2015

And the winners are: Mrs Everett Cranbrook

Malgorzata Hadas Maidstone

Stacey Cup WinnerMr and Mrs Landon

Goudurst

Universal CreditAre your prepared?

Universal Credit is for people of working age and it replaces the following six benefits with a single monthly payment:

• Housing benefit

• Income-based jobseeker’s allowance

• Income-related employment and support allowance

• Income support

• Working tax credit

• Child tax credit

To start with it will affect new single claimants and will be rolled out to other groups of claimants in due course. You can start preparing now so you’re ready.

If you are already claiming, or plan to claim any of these benefits it is important you find out about Universal Credit and how it will affect you.

Visit our website: www.tchg.org.uk/universalcredit or call us and we will send you a copy of our guide to benefit changes.

1. Get your rent account into credit now. If you pay at least £3.70 per week on top of your rent now it will reduce the risk of being in arrears when you’re switched over to Universal Credit.

2. Make sure you have a bank account or similar that can receive the payment. If you have a bank account you should check that you can use it to set up direct debits. If you don’t have an account you should open a bank account or similar.

3. Decide how you’re going to pay your rent. Direct debits are a quick and easy way to pay your rent. You set it up once and don’t have to remember when to pay.

4. Get used to budgeting for monthly payments if you don’t already. You will receive your Universal Credit once a month so you’ll need to ensure you pay your rent and other bills leaving enough for essentials, such as food, for the month.

5. Think how you will manage your money. If you are struggling to make ends meet contact us straight away and we’ll see how we can help you.

6. Make sure you will be able to claim online. You can access the internet free of charge at your local library and they often also offer computer training if required. You will also be given assistance at your local job centre with your application.

6 Top Tips

Universal Credit launched across the south east.

6 Spotlight l Autumn 2015 For further information on how to pay your rent by direct debit please turn to page 16

Do you have the enthusiasm and desire to improve services for other residents? Would you like to help to drive positive changes in the way we do things? Could you work as part of a team aiming to achieve the best results for our residents and the business?

We are looking for new Resident Scrutiny Panel members

If you want to know more about what membership involves, please request our leaflet ‘How to become a Resident Scrutiny Panel member’ or contact Resident Scrutiny Manager Helen Charles on 01892 501470 or [email protected].

• Encourage and improve social behaviour within their neighbourhood.

• Be aware of the range of local services and the standards that should be met.

Would you like to be a Community Neighbour?

• Have great ideas about how their neighbourhood could be improved.

• Be aware of vulnerable and isolated people, acting where necessary so they are supported.

Becoming a Community Neighbour is a great way to make a positive contribution to the area in which you live. We want everyone to be a Community Neighbour. The more there are, the better your neighbourhood will be.

Community Neighbours will:

To find out more contact Carol Francis on 01892 501630 or email [email protected].



Confidence boost from Parenting Course A course held this autumn for parents and carers of children aged 0 -11 was designed to help understand children’s development and how to manage their behaviour. Those who went on the course reported that they feel much more confident now and really enjoyed it.

East Kent r o u n d - u p

Old Park Pop-upYoung people and families from Old Park in Dover, enjoyed activities such as glitter tattoos, sports and fun this summer at our pop-up event. The community was asked its views on how we should inform people about welfare reforms, were given information about upcoming activities and training courses, as well as how they can get involved in our services.

In July, Thanet residents enjoyed some hoola hooping fun whilst meeting our contractors and staff at our Pop-up event. It was a great opportunity to listen to residents and to find out their views on how we can better communicate about welfare reforms.

Hoola Hooping at Thanet Pop-up

Conservation at Old Park nature reserveThroughout the summer holidays, families in Dover enjoyed conservation activities which were held on Old Park nature reserve and St Margaret’s at Cliffe Bay. Activities included summer family arts and crafts workshops, bug hunts, scattering seeds, beach art and rockpooling.


We will be providing regular activities for young people in Dover which will be based at Old Park Community Centre 8th September 6pm-8pm every week (except school holidays). Young people aged 7-13 and 14-18 can enjoy various activities including sports and excursions. Young people will take a really active role in designing the programme they want. We are looking for volunteers to get involved in providing youth activities so if you would like more information please contact Sara Hutchinson.

Forest skillsA weekly workshop will be held on Old Park Nature Reserve during October and November to help with the conservation of the reserve. People will learn about the reserve, cook outdoors and make shelters. Kent Wildlife Trust has recently been awarded a Big Lottery Fund grant for conservation activities at the reserve which will encourage local people to be more involved… watch this space for more information!

Fo r t h c o m i n g e v e n t s

Work in Progress:Training has been delivered at Old Park Community Centre in Dover to help people improve their confidence, recognise the barriers and challenges of getting into work. They were also helped with interview techniques and CV writing.

This training will be run again throughout the year in Canterbury, Thanet and Dover.

Training OpportunitiesAccess all areas:Training will be held throughout Canterbury, Thanet and Dover to help people use the internet and improve their ICT skills.

Starting your own business workshops Two workshops will be held in both East and West Kent to give people the knowledge and skills needed to start their own businesses.

Halloween

in the woods

This will take place in Dover during October half term where families can make a fire, toast marshmallows and make a scary hanging spider.

For more informationon any of the forthcoming events contact Sara on 07545 207038

you can also email her [email protected].

Festive Celebrations at Old ParkFollowing the success of last year’s Christmas Party we are holding an event on 5th December (12-2pm) at Old Park Community Centre to get the community together to celebrate and have fun!

It’s giveaway time!Like us and you could win £25!For more details see page 26

!


After a long and tiring journey from Dover on the night before the Tenant Participation Advisory Service conference, I finally arrived at my hotel set deep in the Warwickshire countryside. I am disabled (in a wheelchair) and found the reception from the hotel staff both kind and accommodating.

The following morning, after a hearty breakfast, I registered in the hotel foyer, met lots of great people working for TPAS, plus Wates, Shout (a campaign for social housing) and Real Life Reform to name but a few. The conference was in the main suite and was started with a greeting from the Chief Executive of TPAS Jenny Osbourne. After a short speech about the lack of social housing, the impact of welfare

reform, the future of tenant involvement, affordability, the growth of personal debt and food banks, she introduced the first speaker, Mark Sebba former owner of global fashion internet company Net-A-Porter.

Mark changed direction becoming chair of Hyde Housing. The most memorable part of his speech, for me, was this quote: “If we are to grow and thrive as a business, we need to embrace new ways of communicating and ensure our customers’ feedback remains at the heart of all that we do”.

Following Mark’s speech, a young 15 year old man, Liam Islam - Youth Mayor of Lewisham, made the most poignant address I have ever had the honour to listen to. He informed us “oldies” that the youth of this country were not as dependant on social media and the Internet as we assumed and that social interaction at a personal level was far more beneficial.

After the opening speeches we then had lunch and the chance to meet other delegates.

Workshops were then the order of the day mainly focusing on the outcome of the newly announced budget and what it meant to tenants. Unfortunately budget discussions also carried into the rest of the workshops.

I had two great days interacting with a diverse collection of delegates and would like to thank them all for their kindness and input. Within a short period of time I learnt a huge amount of information and met tenant panellists, tenant scrutiny members, tenant board members and councillors. Delegates attending included council and housing association staff and tenants and even British Gas!

I strongly advise that if you can make the journey to the next meeting of TPAS you should go. The information needed by everyone involved with tenant participation is priceless!

Warwick

By Ted Bree-MartinChair Repairs Panel East Kent

BANGBONFIRECOLDDISPLAYFIREWORKGUYFAWKES

MARSHMALLOWSNIGHTOUTDOORSROCKETSSPARKLERTOFFEEAPPLE

Can you find all the words in our bonfire night themed word search? If so you could win £25 in gift vouchers. All entries must be received by Friday 20th November. Cut out and post this to Spotlight, Town & Country Housing Group, Tunbridge Wells, Kent TN1 1LQ. Remember to put a stamp on the envelope.

Word Search Time!E E G M S Y T S F D P FL R U A A R P H L H I GP I Y R D J O O G R A NP F F S C W C O E I V AA N A H U G D W D H N BE O W M D O O L X T X UE B K A P R F U N D U HF R E L K R A P S M Z OF Q S L R O C K E T S YO E E O Y A L P S I D OT A S W A R V G Y V G UY Y R S L T N C Z R F S

Name Phone

Address

!

Customer Net is our online consultation panel, where we ask you by email what you think about our services. It’s a really quick and easy way for you to share your views.

How does it work? Each month we will email you asking for your views on a service we provide or some improvements that we want to make. We may ask you to fill in a short survey to share your views and sometimes we offer a prize draw in return.

We promise not to bombard you with requests and fill up your inbox, but we do want you to share your thoughts with us. Surveys take just a couple of minutes but make a big difference to the way we work!

How to joinIf you would like to join Customer Net please email [email protected] and ask for your email address to be added to our database.

Share your views

Recent consultations:• Your priorities for our

strategic plan

• Our plans for our Annual Report to Tenants


with Customer Net

Are you insured?

Endorsed product

‘ We simply cannot stress enough how important it is that you arrange your own home contents insurance’.

For more information on an affordable insurance policy option turn to page 21.

Help us get in touch –Please keep the details we hold for you up to date!

Do you have a new mobile number or email address? Often our staff and contractors find it difficult to get in touch with tenants because their contact details are out of date.

You can check the information we hold about you on your My Home Online account. To update your details, fill out the form online, email us or call us.

Why not rent a garage from us from as little as £10 per week? Non-residents can rent them too from £15 per week, so let your friends and family know!

Interested? Register your interest now at www.tchg.org.uk/garages or call us.



We have garages available!

We welcome comments from you about our services; your feedback is vital in helping us understand what we are doing well and where we can improve.

We change our processes where we can to prevent the same problems happening again, e.g. our surveyors receiving more administration support when a complaint is received, so that they can

concentrate on resolving the technical issue.

Where we get things wrong we’ll apologise and advise what we’ll do to put things right.

The majority of complaints can be sorted out when they are first raised with us.

If we cannot do this, there are 3 stages to our formal

Hedgehog check!If you are having a bonfire always move it around just before you light it to check there are no hedgehogs hiding inside.

Top Tips for a safe bonfire night

Pet Safety

Ensure your pet has a safe place to hide such as under some furniture. If they look scared or afraid try to ignore them as much as possible. If your pet lives outside make sure you cover up an area of their cage so they can feel protected under there.

Always 4Keep fireworks in a closed box

Light fireworks with a taper at least an arms length away

Wear gloves when you hold or light a sparkler

Follow the instructions on the packet

Stand well back

Never 6 Go near a firework once it has been lit as it could still go off

Throw fireworks or put them in your pocket

Drink alcohol while setting off fireworks

Leave a child unsupervised around fireworks or with sparklers

Fireworks at homePlease be considerate to your neighbours and don’t let off noisy fireworks after 11pm.

complaints process. Details are in our complaints leaflet and online.

To make a complaint or give a complimentCall us: 01892 501480Online: www.tchg.org.uk

Write to us or visit our offices: Monson House, Monson Way, Tunbridge Wells, TN1 1LQ



Enclosed with this issue of Spotlight is our Annual Report to Tenants in numbers – giving you the highlights of our work last year at a glance.

In addition to this summary version, we have also produced a fuller, more in-depth version which is available on our website both to download and as a series of webpages.

We consulted with residents about the change to the format

Annual Report to Tenants

of the report and they agreed with what we were proposing.

In addition to offering different ways of presenting the information, it will also save money compared to printing and sending a longer version to all customers.

For the full version, visit www.tchg.org.uk/annualreport2015 or call us and we will send you a copy in the post.

In April this year, Countrywise Repairs launched the trial of their PDA (Personal Digital Assistant) system.

A PDA is a small hand held device which has a visual display showing all jobs that have been allocated to Operatives for that particular day. The system connects to Countrywise Repairs’ main computer system, therefore, as soon as a job is completed, the information is sent back via the system including pictures, updates and reports and picked up within the office.

The introduction of this system allows information to be processed in real time, eliminates the use of paper and so far has been a great success!

New equipment helps repairs operatives


Our review recommendations

Did you know... last year we took 79,430 calls and built 412 new homes...

Day to Day Repairs Service

Resident Scrutiny Panel pull-out Spotlight l Autumn 2015 1

In the last issue, we reported that the Scrutiny Panel had completed its second review which looked at our day-to-day repairs service. The panel chose to look at our repairs service because they know how important a good repairs service is to our customers and some areas of our performance were below our target.

As a result of the review, they have written a plan listing all the actions that they have recommended to make the service better. They are monitoring how we are making changes.

32 recommendations madeThere were a total of 32 recommendations grouped into 10 themes.

These pages show some of the recommendations that we are working on at the moment, together with actions we’ve already completed. The full report and action plan is on our website www.tchg.org.uk/scrutiny or you can call us and request a copy.

Our review recommendations

Points of contact for repairs• Our staff and Countrywise Repairs staff spend more time together

to improve knowledge

• Better information about who to contact when things go wrong

• Published clear, consistent, customer service standards for all contractors

• Create one consistent code of conduct for all our contractors to sign up to

2 Spotlight l Autumn 2015 Resident Scrutiny Panel pull-out

Monitor new approach to dealing with damp & mould

Improve IT systems to make it easier to share information

• Give the customer the first available slot if an operative misses an appointment

• Always apologise to customers for any inconvenience caused

• Implement an improved text system reminding of appointments

• Reduce ‘follow on’ works and give clear timescales for additional appoint-ments where these are unavoidable

• Inform tenants which sub-contractors we use

• Create a clear process for tenants to send photos of repair issues

Change the way contractors record school run information ensuring it is properly communicated to operatives

Appointments

• Implement improved training programme for dealing with tenants with support needs

• Consider if our contractors can share training opportunities with Town & Country staff

• Create formal process for contractors to pass on any concerns regarding tenants with support needs to us

Training

Already completed!

Resident Scrutiny Panel pull-out Spotlight l Autumn 2015 3

Create and promote information about the Handyman Service

• Ensure a clear, consistent message about the role of the Neighbourhood Housing Manager in relation to repairs

• Consider if a different service level should be applied for elderly tenants and those with support needs living in general needs accommodation

Neighbourhood Housing Manager’s role in repairs service

• Improve systems so that our teams who oversee day-to-day repairs and planned repairs can continue to improve their partnership working

• Capture information about improvements to give better information for the future and include it on ‘My Home Online’

• Create a clear process for follow up works

• Already completed:

• Additional joint working between our staff and our contractors

A more joined up approach to repairs

Clearer telephone options when you ring for repairs

Already completed!

• Provide more comprehensive property information and instruction manuals to new tenants

• Train call handlers to give clearer information about what you can expect from the repairs service

• Provide more information about when kitchen and bathroom replacement programmes are due

• Agree the process for when a repair request needs to be assessed by a supervisor or surveyor before an appointment is made to fix the problem

Provide better general information to residents about the repairs service - see p14 and future issues. Improvements made to the repairs section of My Home Online.

The next review is now well underway. This time the panel have chosen to look at the ‘Void Standard’ which is the agreed standard that all properties should meet when they are re-let to a new tenant.

The void standard is used to decide what works will be done to a property whilst it is empty or just after the new tenant has moved in.

The scrutiny panel wants to make sure that we are complying with the written standard, that all homes are being let at a consistent standard and that we are achieving high standards whilst ensuring value for money.

They also want to review the information that new tenants receive about repairs standards when they move in. Later in the year the panel will review Estate Services.

What’s next for the Scrutiny Panel?

- Your home when you move in

Communication - improve repairs information

Already completed!

4 Spotlight l Autumn 2015 Resident Scrutiny Panel pull-out

Festival of EidTunbridge Wells Muslim Women’s Forum held their annual Festival of Eid party at the Camden Centre, Tunbridge Wells. Open to all women and children, the event is a chance for the community to come together and celebrate the Festival of Eid and learn about Islamic culture. The event included a henna artist, manicures, massage, a bouncy castle and arts and crafts workshops for the children.

The Tunbridge Wells Muslim Women’s Forum work on integration and inclusion in Tunbridge Wells and surrounding areas through education, open events and regular social gatherings. Town & Country Foundation has supported the group since 2013.

Town & Country Housing Spotlight l Autumn 2015 15

Register now with My Home Onlinefor information about your rent and repairs 24/7

If you have any questions about the direct debit scheme please call us

on 01892 501480.


We now offer an easier and more flexible Direct Debit (DD) service. You can now set up a DD with a single phone call to us by calling 01892 501480 - no more forms to complete!

Flexibility To help you manage your money, and to fit around when you receive your wages or benefits, you can now choose any day of the month for your DD and at what frequency eg. weekly, fortnightly or monthly. For instance, if you’re paid on a Friday you might like your DD payment taken every Monday or if you are paid at the end of each month you may prefer to pay your rent straight away.

How can I set up a Direct Debit? You will need a bank account or similar that will allow DD payments to be taken from it. Decide on what date and how frequently you would like your rent to be taken, then just call us to set it up for you. Please make sure you have your account details handy.

20 Spotlight l Autumn 2015 20 Spotlight l Autumn 2015 16 Spotlight l Autumn 2015

is now even easier! Frequently asked questions I already have a DD to pay my rent will anything change? No, we will continue to take your payment as normal.

I already have a Direct Debit set up, but I’d like to change it to come out on a more convenient date. How can I do this? Just call us and we can change it for you.

1. Convenience: Payments are automatically taken from your account on the date and frequency that you have agreed.

2. Simplicity: No more forms - once set up it remains in place until you cancel it.

3. Security: You’ll no longer need to carry cash around with you to pay your rent.

4. Peace of Mind: No more worries about forgetting payment dates.

5. Budgeting: Payments are agreed amounts and taken on the same date each month, helping you budget and plan your finances.

6. Time Saving: No need to queue at the post office or other payment outlets.

7. Cost Savings: No stamps or envelopes to buy and no need to call us every time you want to pay.

8. Reliability: DD’s are very reliable - no more items lost in the post or wrong change given. And you are protected by the DD Guarantee (see 9 below).

9. Protection: The Direct Debit Guarantee is offered by all banks and building societies that take part in the scheme. A full refund is immediately made should an error be made by us or your bank/building society.

10. Control: Your direct debit can be cancelled at any time. If you do so please let us know so that we can assist you with an alternative payment method.

10 Great Reasonsto pay your rent by Direct Debit

My Home Online now offers even more information saving you more time on the phone.

• Check your current rent balance

• Pay your rent online with Allpay

• View your rent account

• Find out who your Neighbourhood Housing and Income Managers are

• View outstanding and completed repairs to your home, block and estate

• Report non-urgent repairs

Coming soon

• Check when your gas safety check is due

• Check when your kitchen and bathroom is due for replacement

It is available 24 hours a day, seven days a week - no need to call us! So far more than 1,600 customers have already registered!

Register now with My Home Onlinefor information about your rent and repairs 24/7

Spotlight l Autumn 2015 17 Spotlight l Autumn 2015 21 Spotlight l Autumn 2015 21 Spotlight l Autumn 2015 17

Have you registered yet? Visit: www.tchg.org.uk/myhomeonline.

Foundation r o u n d - u p Seaside Summer Fun in Showfields

A special event report by Anne Harvey, a member of both the Forward Group and Spotlight Editorial Panel.

“The Forward Group was formed for promoting the interests of disabled tenants, to supply an opportunity to exchange views and discuss special needs in a relaxed and enjoyable atmosphere.

“Recently we had an excellent outing with a session at the bowling alley. Everyone

Forward GroupGo Bowling!

enjoyed themselves immensely; competition became intense even though for most of us it was a first time experience. We all voted it a great success and one we should like to repeat.

“It is always good to meet other people in the same boat no matter what form their disability takes and to realise the diversity of the problems faced and hopefully overcome.

“Tenants with disabilities often feel alone but the group is here

New computer project for our older residents

The Foundation team are starting an exciting new project that will help our sheltered residents get online and stay connected.

The project aims to support our sheltered residents (aged 50+) in two schemes to improve their IT skills for work or keeping in touch with friends and family.

They will also be provided with Memory Games, which could

to help wherever we can and would like to hear from you.”

Customer Engagement Co-ordinator Carol Francis said: “The Forward Group is an extremely important part of our business. It offers the opportunity to consult on all subjects from an equality and diversity point of view.”

If you would like more information please call Carol on 01892 501630 or email [email protected].

improve cognitive function and help slow the development of degenerative diseases like dementia.

This project will be funded through a crowdfunding website, where large numbers of people can donate to the project, called Cobweb. Look out in the next issue to find out more.


Residents of Showfields enjoyed their annual summer funday with a seaside theme. Local people enjoyed music, food, workshops and information stalls from local service providers and community groups.

We provided specialist damp and mould advice and gave out free hygrometers which measure the amount of moisture in the air. We also recruited fifteen community neighbours and consulted with residents about how they would prefer to be kept informed and advised of welfare reform.

Activities and entertainment included a Punch and Judy show, take home graffiti art was created, plate smashing, hook a duck, a talent competition and name the seagull. A ‘temporary beach’ was created at the event and a sandcastle competition took place. The local fire service attended and showed children the fire engine.

Foundation r o u n d - u p Seaside Summer Fun in Showfields


Forest funA dozen children took part in a free five week Forest Summer School during the holidays in Showfields. They learnt how to build shelters and cook outdoors. They also had a go at bush crafts and learnt about the woods. The project was organised by Kent High Weald Partnership and Town & Country Foundation.

Residents at our new sheltered scheme for over 50s, Ardenhurst in Tunbridge Wells, were welcomed with a 1950s themed event in their communal lounge.

More than 30 attended the event which gave new residents the opportunity to meet and socialise with their neighbours and their families while enjoying afternoon tea and dancing to music from the Dad Pack.

A free raffle was also enjoyed by all with prizes kindly donated by Green Hippo Print.




Are you insured?

Endorsed product

Home contents insurance is something you may forget to budget for, but without it you will have to foot the bill to replace your belongings.

WE are responsible for the insurance of the building itself – the bricks and mortar of your home – but not its contents.

As a tenant YOU are responsible for all the possessions inside your home including carpets and curtains as well as your furniture, electrical and personal items.

If any of these are damaged or ruined by an accident, burst pipe, fire or flood, or if they are stolen, you will have to pay to replace them. Protecting your possessions with My Home Contents Insurance can help.

‘ We simply cannot stress enough how important it is that you arrange your

own home contents insurance’.

The ‘My Home Contents Insurance Scheme’ offers an easy and affordable way to insure the contents of your home.

It is promoted by the National Housing Federation, which represents housing associations.

It is available to all of our residents including leaseholders and shared owners.

The scheme has flexible, regular pay-as-you-go payment options, with no excess (so you don’t pay the first part of a claim). Premiums are very low and there are reductions for the over 60s.

For more infomationPlease call 01628 586189 or visit their website: www.thistlemyhome.co.uk


Who wonlast time?Wordsearches Adult wordsearchMrs P Halsey, Canterbury

Child wordsearchLuke Munday, Gravesend

Find the castleMr & Mrs J B McRaeHawkhurst

Colouring Up to age 7Lilybeth Bush, Maidstone Age 8-12 Luke Munday, Gravesend


Colour me in: ‘Summer’ Name Age

Address

Phone

Trick or treat buckets on pages

Colouring competitionThere are two age categories for the colouring competition: l up to age 7 and l ages 8-12.There is one prize of a £10 voucher for the winner of each category.

Please complete all of the details below and send this page to:Spotlight, Town & Country Housing Group, Tunbridge Wells, Kent TN1 1LQ

Remember to put a stamp on the envelope. Deadline for entries: Friday 20th November 2015.

!

Find the trick or treat bucketsCan you find the 10 trick or treat buckets (not including this one) hidden throughout this issue?

Write down on the entry form which pages you find them on and send this page to us by Friday 20th November.

Open to everyoneThis competition is open to all ages with a £10 voucher to be won, so why not give it a try?

We strive to provide our customers with an excellent level of service and to be the best we can.

We’ve teamed up with The WOW! Awards to recognise our staff that do good work so that we can see what we do well and work towards an even better service for you.

Have we WOWed you? When you contact a member of staff about an issue, if we come to visit you about an issue or if you have a repair completed, we may ask if you’ve been wowed? You may be given a card with a link to nominate online or a postcard to complete and send back. If you call us and a staff member has wowed you, afterwards

you can choose to leave some feedback.

You can also nominate an employee directly at: www.tchg.org.uk/wowawards or call us to leave feedback.

We have been awarded the Institute of Customer Service’s ServiceMark for the second time for our dedication to providing an excellent service to its customers.

We went through a rigorous assessment earlier this year which included surveys of both customers and staff and group and individual interviews involving more than 40 members of staff.

We were the first housing association in the country to receive the ServiceMark in 2012 and chose to renew

Acclaimed for excellent customer service

our accreditation to show our continued commitment to providing excellent customer service.

Chief Executive Bob Heapy said: “This is a fantastic result. We are thrilled that the Institute of Customer Service has recognised our dedication to customer service. It is a true testament to the hard work put in by all of our staff.”

The accreditation comes just months after we were ranked 45 in the Top 100 Best Not-for-Profit Companies to work for.


!

Right to BuyThe Right to Buy scheme allows most council tenants to buy their council home at a discount. Tenants who transferred from Tunbridge Wells Borough Council in 1992, or from Dover District Council in 1999, have what is known as the ‘Preserved Right to Buy’ their home from us.

If you qualify for Right to Buy, you can get a discount on the market value of your home when you buy it. The current maximum discount is £77,900. The discount is based on the length of the tenancy.

Shared ownershipSometimes known as part-rent/part-buy, shared ownership is an ideal way to get a foot on the property ladder.

You take out a mortgage to buy part of the property – typically between 25% and 75% – and pay a discounted rent to us on the remainder.

If your circumstances change in the future you can choose to buy a bigger share in the property. This is called ‘staircasing’. If you’re already a shared owner and want to buy a bigger share, contact us.

There are several ways you can get a foot on the housing ladder. If you would like to know more about any of the schemes below or to find out if you are eligible, please contact our Sales & Marketing team on 01892 501677 or email [email protected].

Please note there are some restrictions that apply to Tenants Right to Buy and Tenants Right to Acquire and some homes are excluded.

Right to AcquireYou might be eligible to buy your home through Right to Acquire if you’ve been a public sector tenant for five years.

Your home must qualify for the scheme too, and must either have been:

• built or bought by a housing association with public funds from 1 April 1997 onwards

• transferred from a local council to a housing association after 1 April 1997.

Get on the housing ladder

HOMES FOR SALE in Ashford2 and 3 bedroom houses are now available to buy as shared ownership at Newtown Works in Ashford. The full market value is from £170,000 (£68,000 based on a 40% share), with a discounted rent payable on the

remainder. Shares are available from 40% with discounted rent payable on the remainder. Service charges may apply.

To register your interest call our Sales & MarketingDepartment on 01892 501677 or email [email protected]


Does your property still suit your needs?

Do you need a smaller or larger property?

Are you being affected by the bedroom tax?

What is a mutual exchange?A Mutual Exchange is where you swap your property with another tenant – they don’t even have to be with Town & Country. It is free and one of the quickest ways to move, taking 10.5 weeks on average from application to you moving into your new home.

How can I register for a mutual exchange?To register go to: www.homeswapper.co.uk. Ensure you put Town & Country Housing Group as your landlord and we’ll pay the admin fees.

Once registered you can advertise your property. Add photos, a description of your home, what you are looking for in your new property and where you’d like to live.

Have you considered a Mutual Exchange?

Once you’ve found a property and the other tenant wants to exchange contact us for an application form. The other tenant will also need to contact their housing association for a form. If you are both with Town & Country you will only need one form, fill it out and send it back to us.

Am I eligible for a mutual exchange? All tenants on an Assured Tenancy and anyone in the second year of their Fixed Term Tenancy can apply. Rent accounts need to be clear of arrears and any outstanding tenant ledger amounts.

We can refuse your application if:• We have served a notice to

quit or a notice of seeking possession on you on the grounds of conduct.

• We have obtained an order for your eviction.

• The property is unsuitable for the incoming household - we cannot over-crowd a property but the incoming tenant can under-occupy by one bedroom.

How many bedrooms am I allowed? We allow tenants to under occupy by one bedroom. You will only receive housing benefit for the number of bedrooms your household is entitled to. If the new property exceeds this you will be liable for bedroom tax which is 14% of the weekly rent for one extra bedroom.

What happens next? We have 42 days to authorise or refuse your exchange. Your Housing Manager will visit to conduct a pre-void inspection on the property. Our Mutual Exchange Admin Officer will complete references for the other housing association and we will receive references for the incoming tenant.

After the exchange has been authorised essential gas and electricity safety checks will be done. We will then contact you to book in your sign up appointment.

Do you have any mutual exchange questions? Call us on 01892 501628 or email [email protected]


There are several ways you can pay your rent to us

• By Direct Debit or Standing Order - turn to page 16 to find out more

• Online at www.allpayments.net

• By phone call us on 01892 501480 and press option 1 for automated rent payment. Out of office hours you can pay over the phone with Allpay on 0844 557 8321

• At any Post Office or a shop with a Paypoint sign

• The rents desk at our Monson House offices

How you can pay your rent to us

Facebook can be used to keep track of upcoming events in your area, news, photos and to keep in touch.

‘LIKE’ our Facebook page during the month of October for your chance to win a £25 *Love to Shop voucher! A winner will be randomly selected on 30th October and their name will be tagged and posted on our Facebook Page!”

To be in with a chance of winning

follow our Facebook page

www.facebook.com/townandcountryhousing

It’s giveaway time!

Rent desk Opening timesMonday 8.30am – 4.30pm

Tuesday 8.30am – 1pm* Wednesday 8.30am – 1pm* Thursday 8.30am – 1pm*

* Note early closure

Friday 8.30am – 4pm

For further advice Please call 01892 501480


Regenerating Sherwood

an update

Phases 2 and 3 of regeneration at Sherwood is still on course to complete this November. This will also include the neighbourhood park.

The blocks along Greggs Wood Road have been handed over and tenants have moved into the properties.

Like us and you could win £25*

Rent desk Opening timesMonday 8.30am – 4.30pm

Tuesday 8.30am – 1pm* Wednesday 8.30am – 1pm* Thursday 8.30am – 1pm*

* Note early closure

Friday 8.30am – 4pm

For further advice Please call 01892 501480


Repair appointments keptActual Target

98.5% 98.5%

Rent owed to us (arrears)Actual Target

1.5% 2.2%

Average time to re-let homesActual Target

14 days 18 days

Homes with a valid gas certificateActual Target

100% 100%

Customer satisfaction with repairsActual Target

93.3% 94%

Emergency repairs completed in 24hrsActual Target

100% 100%

How are we doing?Here is a summary of our performance figures for the period April to June 2015. *Figures correct as at September 2015.

Complaints resolved within 10 working days

Actual

33%

Target

75%

4 4

4

44

4

6

Complaints Of the 26 complaints received, 10 were for repairs and maintenance, 8 for housing management and 8 for other departments. Complaints usually go over target because investigations are on-going and extra time is genuinely needed. Where complaints have been open for longer than 10 days residents are kept informed & updated. During May & June, 78% of complainants surveyed were satisfied with the way their complaint was handled.

28 Spotlight l Summer 2015

When you telephone us, we aim to:

• Announce who we are by name.

• Answer your call in less than 20 seconds, or within 8 rings.

• If we are busy, give you the choice to wait for an advisor to become free or leave a message.

• Normally, you will only come through to an answer machine when we are closed.

• We will return telephone messages within 1 working day.

• All messages left on our Customer Service Centre will be responded to within 2 working hours on the understanding that you leave your name and contact details.

• Answer at least 90% of all calls first time, and minimise the need to ring back.

• Ensure that someone will assist you if the member of staff you are trying to contact is not available.

• Try and resolve your query at first point of contact, but if we cannot we will direct you to the appropriate people.

For letters and e-mails, we aim to:

• Acknowledge the receipt of your letter or e-mail where applicable, within a maximum of 2 working days.

• Where a more detailed response is required we will respond in full within a maximum of 10 working days.

• Keep you informed and let you know who is dealing with your request.

When you visit us, we aim to:

• Ensure our reception areas are clean, tidy and accessible to all customers.

• Try and arrange for a private interview room on request.

• Not keep you waiting for more than 10 minutes for someone to see you.

• See you on time, if you have an appointment.

• Provide free information in leaflets which are accurate and up to date.

Visit you at your home, we aim to:• Try and arrange an appointment at a

mutually convenient time.

• Introduce ourselves and the purpose of the visit.

• Always provide identification, and leave your property clean and tidy.

Where we get it wrong, we aim to:

• Tell you and apologise.

• Publish information on our complaints process.

• Listen to your complaint, attempt to rectify it in a timely manner, and at a local level.

• Use your feedback to identify root causes to continuously improve our service.

Equality & Diversity• We will communicate with you in such a

way that is most suitable to your needs.

• We will treat all customers fairly.

• We always welcome your views and comments about improving our service.

Our Customer Service StandardsWe aim to provide a high level of service, and have a set of service standards that show our customers what level of service they can expect to receive.

Spotlight Autumn 2015

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Transcript of Spotlight Autumn 2015