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Insight
Issue 34
Spring
2014
EAST DURHAM HOMES TENANTS AND LEASEHOLDERS NEWSLETTER
Excellent customers awarded - see page 10
Page 4
Is it time for you to get online?
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Page 9
Chairs charity fundraising
Page 12
Community news
Page 14 Whats on?
21/02/2014 15:40
Welcome
Interim Chief Executive’s update
Hello and welcome to the Spring 2014 edition of your Insight newsletter. If you have any ideas for articles, have any comments or would like to join the Editing Panel to help decide what goes in every issue, we would love to hear from you. Simply contact Rhonda Young, Communications and Marketing Officer on 0800 032 0835 or email
[email protected] Don’t forget, the ‘pull out and keep’ calendar of events in the centre pages, which tells you about the meetings, events and activities that will take place over the next few months.
In this issue
Is it time for you to get Dealing with debt Page 5 online? Page 4
Excellent customers Find out about events in awarded Page 10 your area Page 14
Improvements made on Tips on preventing your estate Page 16 condensation Page 20
WIN £25 Competition corner 2
Leaseholder Page 22 news
Page 24
Welcome to the Spring 2014 edition of Insight! This is my first update for the newsletter since being appointed Interim Chief Executive in December 2013. I am really looking forward to the challenge and working with colleagues, partners and customers to deliver great services to customers in East Durham. The next 12 months will see some significant changes and we will continue to work with the council to invest over £29 million into improving your homes. Our aim is to make every home ‘decent’ by March 2015 as well as investing in new roofs and external improvements. Our Customer Inspection and Improvement Panel (a team of customers who review the services we provide) have already helped us by identifying where we can get better and I’m sure they will continue the fantastic work they do in 2014. Double award celebrations We have recently been awarded Customer Service Excellence and IIP (Investors in People) Gold. These are both excellent achievements and are a clear demonstration of our ongoing improvement and our commitment to listening to, and acting on what our customers and staff say. I would like to thank East Durham Homes staff, our partners and our customers for their hard work and support in achieving these standards. For more information see page 3. Stock transfer update Durham County Council are now sending you monthly ‘Your home, your future, your choice’ newsletters to keep you updated on the stock transfer proposal. Around 8 of our customers are involved in the customer working group who are looking at the priorities for the stock transfer offer document. Tenant John Gardner has been appointed as the tenant representative from East Durham Homes on the new shadow parent board along with our current board chair Paul Morgan. If you have any queries on stock transfer contact the Housing Directions team on 03000 264 902 or visit the website www.yourhomeyourchoice.info. Michael Doyle, Interim Chief Executive
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Latest news Excellence in customer service on the ‘plus’ side We are celebrating after passing the annual assessment for the Customer Service Excellence Standard (CSE). The report highlighted there has been a real sense of continuous improvement across the organisation and that we have now achieved ‘compliance plus’ in 3 elements of the assessment. The standard recognises excellence in customer service from organisations in the public sector, and we are one in only a handful of housing organisations in the North East to have gained this standard. We first achieved the standard in October 2010 and there is an annual assessment process to ensure the standard is still being met, and that the company are continuing to improve.
The assessor found that we continued to fully meet all 57 elements of the standard and also had ‘compliance plus’ in 3 of these. The 3 areas that were scored as compliance plus were: • Developing new and innovative approaches to engaging with and supporting those who might have difficulty engaging. • Working effectively with a range of organisations to deliver services in new and exciting ways. • Working with SHED, a social enterprise initiative to provide young local people with skills and experience.
East Durham Homes gets ‘gold’ for investing in people We were celebrating again after being successfully awarded the Investors in People gold standard. The Investors in People (IIP) standard is a national quality standard, which sets a level of good practice for improving an organisation’s performance through its people. We were first accredited in 2010 and following our 3 year reassessment, which took place in November 2013, showed that we have now reached the gold award standard. The report identified a number of strengths within the company, including: • The quality of management at all levels. Staff believe that East Durham Homes is well managed and that the leadership is inspirational.
• Staff show a great deal of dedication and commitment to the organisation and to ensuring its continued success. • East Durham Homes has committed significant resources to ensuring equality and diversity issues are addressed effectively. • Staff believe that there is a commitment to develop a diverse workforce and equality of opportunity. • People really do believe that East Durham Homes is a great place to work. Thanks once again to all customers, partners and staff involved in the assessments.
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Helping you….get online Is it time for you to get online?
TIME TO GET
Have you got free time for a FREE course? ‘Time to get online’ is a partnership project between East Durham Homes, Dale and Valley Homes, Derwentside Homes, Durham City Homes, and Teesdale Housing Association. Our aim is to raise awareness of the benefits of getting online and to help people increase their online skills.
Did you know? • There are 10 million people in the UK who are currently not online • In 2015 90% of jobs will require IT skills • People can save approximately £560 by shopping and paying bills online • Earnings increase by 25% by having good computer skills • 3.1 million people aged over 65 go more than a week without seeing friends family or neighbours. (Statistics from The Tinder Foundation)
The first event took place on Wednesday 22 January at our head office and covered the benefits of going online, finding your way around a computer, staying safe online, keeping in touch with family and friends and saving money.
Online
We will be running more interactive workshops in community venues near you! They are aimed at those of you who may have never been on the internet or used a computer before.
WIN!
Just by coming along, you will be entered in a prize draw to win a laptop!
These events are completely free. Refreshments will be provided, too
‘Time to get online’ dates and locations:
y y y y y y
Wednesday 23 April 9am - 12noon Healthworks, Paradise Lane, Easington Colliery Thursday 24 April 9am - 12noon The Glebe Centre, Murton Friday 25 April 9am - 12noon The Pavilion, Helford Road Monday 28 April 2 - 5pm Eastlea Community Centre, Stockton Road, Seaham Tuesday 29 April 2 - 5pm Roseby Road Wellbeing Centre, Roseby Road, Horden Friday 2 May 9am - 12pm Gully House, Gully Road, Wingate
To book your place or for further information, please contact our customer involvement team by:
■ Tenants attending the launch event
Fran Cunningham from Peterlee who attended the course said: “I thoroughly enjoyed this event, everyone was very friendly and I learnt things that I never thought I would be able to learn. I can see now there are lots of benefits to going online and I’d really like to continue to use a computer.”
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0800 032 0835 or 0191 518 5497 email: customer.involvement@ eastdurhamhomes.co.uk Places are limited so please book early to avoid disappointment. We can provide transport to and from the events and also support you with childcare arrangements. Like us on facebook: www.facebook.com/timetogetonline Follow us on twitter: @time2getonline
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Money matters Do you have rent arrears? Have you buried your head in the sand? We would urge you to talk to us, especially if you are: • worried about your arrears • frightened about what may happen to you • finding things getting out of control. Tell us as soon as possible if you have any difficulty paying your rent. We can help you. By talking to us early, we may be able to avoid taking further recovery action. We can also refer you for other help to make the most of your income, such as: • Referring you to our Welfare Debt Advice team who will give you advice on benefits and check that you receive your full entitlement.
Our income management team can be contacted free from a landline on 0800 032 0835 or 0191 518 5497 from a mobile. They are available Monday to Friday 8.30am until 5pm (4.30pm on a Friday). We also work closely with the Citizens Advice Bureau (CAB) to provide free, confidential and independent advice on:
• Referring you to our Energy and Wellbeing advisors who will look at the best energy deals for you. • Arranging for you to have support around your tenancy. • Referring you to a solicitor for legal advice. • Arranging an appointment for you with the Citizens Advice Bureau.
• sorting out your money • claiming all the benefits you are entitled to • challenging benefit decisions • talking to people you owe money to and agreeing repayments you can afford • sharing some of your problems. You can contact the local Citizens Advice Bureau on 0191 586 2639 or ring their advice line on 0844 411 1444.
Welfare champions The already successful welfare champion’s community project aimed at supporting local people affected by welfare reform has recruited another 14 new volunteers, so there are now 25 champions in total. To find out more information contact East Durham Trust on They hold drop-in sessions across East Durham nearly every day of the week, including some evenings.
0191 569 3511
[email protected] or visit www.eastdurhamtrust.org.uk
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Money matters Direct debit - the easy way to pay your rent Paying your rent by direct debit couldn’t be easier and once it’s set up, everything is done for you. Direct debit saves us money as it costs us less to collect rent this way - the money we save can then go towards improving our services to you. Did you know you can choose when to pay to suit you? You can choose from: • weekly on a Friday, or • monthly on your chosen date from the 1st to the 28th - the same date every month. Why pay by direct debit? • Your payments are made automatically, so you no longer need to remember to pay each week or month. • You don’t need to worry about forgetting a payment. • If we create any debits or credits on your rent account, we will re-calculate your direct debit so that it includes those changes for the remaining weekly/ ly instalments. monthly
• We will give you 10 working days’ notice before we make any changes to your direct debit to make sure they are correct. • We will update your direct debit automatically every year to take into account any changes in your rent. We will inform you about these changes. • If it’s not for you, you can cancel anytime and choose another way to pay. Direct debit is simple to set up. All you need to do is call us on 0800 032 0835 or 0191 518 5497. Please make sure you have your bank sort code and account number ready. Or, if you prefer, you can fill in a direct debit form which is available from our website, customer outlets or we can send one to you in the post. If you don’t have a bank account and want to set up a direct debit, many high-street banks now offer basic bank accounts where they limit the amount you can go overdrawn, to help you manage your money better. If you want to know more about bank accounts or need help to open one, then please get in touch with us.
Action week helps customers We held a ‘New Year, New You’ week of events in January in partnership with a number of organisations including Durham County Council, The National Careers Service, NE First Credit Union, East Durham Partnership and Four Housing.
repair problems. The inter-organisational working meant that many complex problems could be sorted in one go for the benefit of those attending.
The aim of the week was to encourage our customers to think about starting the New Year in the right way, by saving money on their energy bills, sorting out their finances, maximising their income and considering gaining employment skills and training.
Income maximisation checks carried out for customers attending identified many thousands of pounds of unclaimed benefits. This money could be vital in the current economic climate and really make a difference in struggling households.
The event attracted over 30 customers all keen to resolve their own personal issues. The advice given on the day ranged from advice about energy efficiency and resolving housing
If you weren’t able to attend the event you can still contact us on 0800 032 0835 to find out more about the support and money saving ideas we can offer.
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Money matters Energy and financial wellbeing advisors visors warmed up and ready to help We have 2 new Energy and Financial Wellbeing Advisers ready to help you get the best energy deals and give advice on energy efficiency. Annmarie Sirs and Kirsty Hewitt joined us in December and have already been in touch with nearly 100 customers giving them advice on saving money on their fuel bills, claiming discounts they are eligible for, and sorting out energy issues. They can offer independent advice tailored to customers particular needs and will visit people in their own homes to guide and assist them if necessary.
■ Annmarie and Kirsty
If you would like any advice or guidance around switching suppliers, or on energy saving tips get in contact with our new advisers. They are ready to help you save money. Call us on 0800 032 0835 or 0191 518 5497.
Health improvement/wellbeing discounts for tenants The following discounts are available for our tenants: Harpers Fitness Gyms
Seraph Hair and Beauty
(Peterlee and Seaham Leisure Centres) £21.50 per month includes swimming pools (free for children), sauna/steam rooms, and exercise classes. Phone 0191 586 2400/0191 586 6600.
Peterlee ee - 20% off first treatment, tment, then 15% off Monday-Thursday ay-Thursday and 10% off Fridays. Phone e 0191 586 1483.
Bodytalk Gym
Please se ensure you take a copy of your tenancy enancy agreement to qualify ualify for discount.
North West Industrial Estate, Peterlee - £15 per month (normally £25) full use of gym facilities and support from trainers. Phone 0191 587 9790
Strawberry Cycles North West Industrial Estate, Peterlee - 10% off bikes and children’s scooters and 15% off bike accessories. Phone 0191 587 1729.
Fitness Hire, Hartlepool 10% off fitness equipment hire. Equipment delivered to your door. Phone 0845 519 5411.
For all enquiries freephone 0800 032 0835 12911A EDH Spring 2014 V5.indd 7
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Board update Chairs report A warm welcome to the latest issue of Insight. At the last board meetings in November 2013 and January 2014, the board considered: • A report from the CIIP on their inspection of the decent homes service • A report on the impact of welfare reform • The draft delivery plan for 2014/2015 • Performance information. I am now part of the shadow parent board for the stock transfer proposal and am looking forward to being part of this exciting time for social housing in County Durham.
Paul Morgan, Chair
Board and panel meeting dates Board meeting dates - the next board meetings will take place on:
Date
Time
Venue
Thursday 27 March 2014
6pm
Parkside and District Association Community Centre, Seaham
Thursday 22 May 2014
6pm
Greenhills Centre, Wheatley Hill
Everyone is welcome to come along to board meetings; we can provide transport to and from the meeting if required. All minutes and reports from board meetings are available on our website www.eastdurhamhomes.co.uk
Board panel meetings - The next board panel meetings will take place on: Audit and risk
6 March 2014 19 June 2014
Customer service
19 May 2014
Finance and human resources
26 June 2014
Board panel meetings take place at our Head Office, 2 Meridian Court, Whitehouse Business Park, Peterlee and start at 5pm. If you would like to attend a board meeting or would like further information on the board please contact the Governance unit on: 0800 032 0835 from a landline or 0191 518 5497 from a mobile phone
[email protected]
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Board update Chairs Charity 2013/2014 The Chair’s Charity for 2013/2014 is Cancer Research UK and we are supporting the Newcastle Cancer Centre at the Northern Institute for Cancer Research, which is our local cancer research centre. This particular charity was chosen as many staff, their families or friends have been affected by cancer. The Newcastle Cancer Centre at the Northern Institute for Cancer Research is bringing world-class research and state-of-the-art cancer treatment to people in the North East. By promoting collaboration between scientists, doctors, nurses and funding organisations, the Centre is aiming to speed the delivery of new therapies and improve cancer services in the area. We have already had a number of dress down days and fundraising events and have raised
Keith Gallagher award for scrutiny Tenant and CIIP member, Ken Hall has won our Keith Gallagher award for scrutiny this year. He was presented with his award from Keith Gallagher at the board meeting in November 2013. Ken won the award for his role as secretary support for the panel. He is eager to take part in all aspects of resident scrutiny from planning inspections, taking on different roles during an inspection and his involvement with producing the final report. He is a team player and well respected member of the panel and fully deserved this recognition for the work that he does.
■ Paul Mains with Christmas hat competition winner Elaine Coatman and runner up Nick Hardy.
well over £1,000 so far. A massive £510 of this came from our Christmas themed charity day held on the 13 December 2013. The Christmas hat competition unleashed the creative side of East Durham Homes staff and saw a number of marvellous creations. Staff also took part in a ‘bake off’, tombola, a Christmas themed quiz, a raffle and a dress down day to raise money.
New director comes on board June Clark has been appointed as a new council representative on our board as Councillor David Boyes is now a board member of the new shadow board for the housing transfer. June was born in Peterlee but has lived in Horden for most of her life. She has 3 children and 5 grandchildren. June worked for Durham County Council for 25 years starting as a home help and progressing to management positions, the last one being in Human Resources. She was elected to Durham County Council in May 2013 and continues to be a Parish Councillor in Horden, which she has been for 10 years. She is Chair of the Horden Regeneration Partnership and is also on the management board of Horden Youth and Community Centre. For all enquiries freephone 0800 032 0835
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Customer involvement news Excellent customers awarded Twelve customers were presented with a Customer Excellence Award 2013 at our AGM last September. The awards recognise customers who go above and beyond to get involved and help shape our services for the benefit of all tenants. The winners of the Customer Excellence Awards 2013 were:
Most Outstanding Contribution to Involvement, sponsored by East Durham Homes
Mrs Joyce Lovack from Shotton who has made a huge contribution to the community through her many different ways of getting involved with East Durham Homes.
Idea of the Year Award, sponsored by Mears
The Customer Inspection and Improvement Panel (CIIP). In one inspection alone, the CIIP highlighted 21 recommendations for improvements which resulted in positive changes to the repairs service delivery.
■ The ‘excellent’ customers and award sponsors
Special Achievement Awards, sponsored by Keepmoat, Wates and Esh
These awards recognise customers showing great support while having decent homes work carried out. They were awarded to Miss Angela Duell from Murton, Miss Sarah Harrison from Wingate and Miss Wendy Christie from Trimdon Station.
The Don Mercer Award, sponsored by the Housing Partnership
Mrs Susan McDonell from Peterlee was presented with this award for her work with Acre Rigg Residents Association to improve the area.
East Durham Housing Partnership update The East Durham Housing Partnership has been based at the Murton Resource Centre, Woods Terrace in Murton since 2010.
They offer a number of services from the office, including: • Providing a venue for Sunderland College to carry out employability training. Courses have included First Aid, English and Maths, preparing for retail, CV writing and food hygiene. The level of employment in the area is very low and encouraging people into work is the best way of improving people’s conditions. • NEFirst Credit Union are based there every Friday between 10.30am-12 noon. There is a
high number of pay-day lenders and loan sharks in the area so the credit union offer access to saving and affordable credit.
• Other uses for the partnership office include a training centre for resident groups, there is a coffee morning during weekdays and it was used by East Durham Homes for a multi-agency welfare advice day. Why not pop in and see us at our Murton office or come along to our monthly meetings held the first Monday of every month at East Durham Homes Head Office starting at 10am.
Call: 07780 072 466 Visit: Murton Resource Centre, 16-17 Woods Terrace, Murton
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Customer involvement news We have ‘quick fixed it’ for you! Our ‘quick fix it’ grant is here to give a helping hand to local community groups. Since March 2013 we have helped 12 organisations, awarding them a total of £3,730. Grants have included: Seed Pods Project (Sow Everywhere in Easington District and Plant on Disused Sites) Received funding towards their project, which aims to encourage gardening and appreciation of plants (flowers as well as vegetables) in the community and for the community. The group has assisted in the clearance of brambles, nettles and other weeds from the rear of the Church of Ascension and planting perennial flowers and bulbs. The ultimate aim is to ‘make Easington Colliery a better and more colourful place to live’. Koguryo Freestyle Martial Arts Received funding to purchase mats, headguards, protective masks and gum shields for the participation of Martial Arts (Taekwon-do) to students of all ages, cultural backgrounds, abilities with the aim of improving health, fitness and self-esteem. Donnini House Received funding to purchase a treadmill to go into the gym room in Donnini House. The gym room is available for residents of Donnini House, Comet Hill, Saturn Close and Neptune. The aim of having the gym room is to improve the lives of residents and it is another method of socialising rather than tenants sitting in their own flat by themselves.
Breath Well Support Group Funding received to provide transport and lunches for people who are living with a respiratory or lung condition and who will benefit from attending the Breath Well Group to develop friendships with other people who are suffering from the same illness as themselves. Horden Colliery Heritage Centre Received funding to hold a demonstration event on ‘clippy’ mats (mats made from strips of old material) and to purchase materials. Residents from the village were invited to visit the centre to try clippie mat making themselves. The demonstration event took place in November by Durham Clayport Matters Group. The event was intergenerational as 30 children from Horden Cotsford Primary School attended along with staff and residents from the village.
Streets Eats Programme To deliver a series of informal events that provide residents with hands on training around growing their own produce, providing them with the skills, knowledge and materials required to successfully grow their own fruit, vegetables and herbs.
To apply for a ‘quick fix it’ grant contact the customer involvement team You can contact the customer involvement team by: 0800 032 0835 from a landline or 0191 518 5497 from a mobile phone text the word involve to 07786 207 745
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Community news MS group get active! A local group set up to support people with MS (Multiple Sclerosis) have been awarded a lottery grant to enable them to purchase a piece of specialist exercise equipment. The MS Active group was set up with the help of Carole Tilley, East Durham Homes Customer Involvement Officer and meets fortnightly on a Tuesday at Healthworks in Easington Colliery starting at 10.30am. It is open to anyone who has MS or their families, and new members are always welcome. Joyce Lovack, from the MS Active group said: “We are over the moon at being awarded the grant and the group members are really looking forward to using the motomed machine. It’s not just the MS Active group who will be able to use it, the machine will also be available to other groups such as the stroke club and anyone else who thinks they may benefit will be able to book an appointment and use it in the Healthworks gym.” For more information on the MS Active group co contact Joyce Lovack on 0191 526 4531 or 07917 004 918.
Thornley residents group Christmas party Youngsters in Thornley had a great time at the Christmas party held in December. Entertainment was provided by a magician and Santa even paid a visit!
Have you got any community news to share? H Co Contact the customer involvement team by: 0800 032 0835 from a landline or 0191 518 5497 from a mobile phone
[email protected] 12
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Community news Tenant and resident association meeting dates March - June 2014 Group
Address
Day
Acre Rigg
Acre Rigg
1st Wed
Mar
Apr
5
2
May June 7
4
Time 5.30pm
Junior School Ash Crescent
People’s Centre
Last Tues
29
Blackhall Rocks
Kasko House
3rd Tues
18
Denehouse and
Methodist
1st Wed
5
26 Crawford
Wed every
26
23
21
18
10am
Avenue
4 weeks
15
6.30pm 20
17
7
6.30pm 6.30pm
Chapel Hill South Church Hall Edenhill Hesleden
Community Centre Last Tues
25
29
27
24
7pm
Horden
Roseby Rd Centre
1st Tues
4
1
6
3
2pm
Horden Colliery
St Mary’s
Tues
18
22
20
17
5pm
community centre Howletch
Fairclough Court
2nd Thurs
13
10
8
12
10am
Passfield/
Helford Pavilion
2nd Thurs
13
10
8
12
7.15pm
Community
Wed every
12
9
7
4
6pm
Centre
4 weeks
Thornley
Methodist Chapel
Wed
19
23
28
25
6pm
Trimdon Station
29/30 May
1st Wed
5
2
7
4
7pm
2nd Wed
12
9
14
11
7.15pm
Sunny Blunts Shotton
Crescent Westlea
7a West Grove
& Milldale
For all enquiries freephone 0800 032 0835 12911A EDH Spring 2014 V5.indd 13
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Events calendar March 2014 Monday
3
Wheatley Hill 9:30am 30-35 Peterlee Cottages Colin Reynolds
April 2014 Wednesd ay
2
Housing Partnership 10am Meridian Court Wednesd ay
5
6
Friday
7
Monday
10
Wednesd ay
12
Monday
17
Wednesd ay
19
20
Wednesd ay
7
Trimdon 9:30am Laburnum Terrace Kevin Heckles Horden South 9am 1-5 Hawthorn Crescent Keith Houghton
Seaham Northlea 9am Burnway Community Centre Peter Black
Housing Partnership 10am Meridian Court
Tuesday
Thornley 9am 1-5 Ruskin Crescent Kevin Heckles
Thursday
Haswell & Haswell Plough 9am 7-16 Faraday Terrace Keith Houghton
Peterlee Acre Rigg 2 9am 3 Buckingham Road Kevin Heckles
Monday
Housing Partnership 10am Meridian Court
7
8
Wednesd ay
9
Audit and Risk Board Panel 5pm Meridian Court Peterlee Howletch 2 8:45am Fairclough Court Communal Hall Kevin Heckles Peterlee Chapel Hill 1 9:30am Entrance to Keswick Road Colin Reynolds
Seaham Westlea & Milldale 9am Behind Mitchells Pub Peter Black Thursday
10
Wednesd ay
16
Peterlee Passfield 1 & 2 9am 120 Helford Place Kevin Heckles
Shotton 9am 20-25 Tudor Court Kevin Heckles
Seaham Parkside & Dawdon 9am The People Centre Peter Black
South Hetton 9am 1 Conishead Terrace Peter Black Thursday
Neighbourhood and Community 10am Meridian Court
Tuesday
Peterlee Howletch 1 8:45am Fairclough Court Communal Hall Kevin Heckles
Peterlee Denehouse 1 & 2 9:30am Entrance to Hatfield Place Colin Reynolds
17
Peterlee Acre Rigg A&B 9am 4 Hertford Place Kevin Heckles
22
Hesleden / Castle Eden 9am 1-4 Hazel Drive Keith Houghton
Peterlee Acre Rigg 3 9am Pembroke Place Kevin Heckles Customer Involvement and Access 10am Meridian Court
Thursday
27
Board Meeting 6pm Parkside and District Community Association, Heathway, Seaham
14
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Seaham Byron Lodge 9am 1 Byron Lodge Estate Peter Black
8
12
Wednesd ay
14
Seaham Deneside 1 9am 24 Queensbury Road Peter Black Monday
Customer Service Board Panel 5pm Meridian Court
Tuesday
Peterlee Oakerside and Sunny Blunts 9am Pavilion Car Park Kevin Heckles
19
20
Wednesd ay
21
23
Peterlee Edenhill 1 9:30am Edenhill Residents Association Colin Reynolds Leaseholder 3pm Meridian Court
Thursday
24
Horden North 9am 45-50 Conyers Crescent Keith Houghton Seaham Deneside 2 9am Mission Church, Dalton Avenue Peter Black
Rental income/ sustainment 10am Meridian Court Wednesd ay
Wingate Central 9:30am Corner of Howden Gardens Colin Reynolds Horden Central 9am 1-5 Eden Vale Estate Keith Houghton
Blackhall Rocks 9am Opposite Kasco House Keith Houghton
Blackhall Colliery 9am Opposite Welfare Park Keith Houghton
Monday
24
6
Monday
Seaham Denehouse & Derwent 9am Junction of New Drive / Denehouse Road Peter Black Thursday
Seaham Eastlea 9am Community Doctors Surgery Peter Black
Tuesday
Easington Colliery 9am 40-48 Manisty Crescent Keith Houghton
Peterlee Edenhill 2 9:30am Edenhill Residents Association Colin Reynolds Thursday
Easington Village 9am 1-9 North Crescent Keith Houghton
May 2014
Leaseholder 3pm Meridian Court Thursday
22
Value for money 10am Meridian Court
Wingate Market Crescent/ Station Town 9:30am Entrance to Market Crescent Colin Reynolds Board Meeting 6pm Greenhills Centre, Wheatley Hill
Thursday
29
Peterlee Chapel Hill 2 9:30am Braithwaite Road Colin Reynolds
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Events calendar June 2014 Wheatley Hill 9:30am 30-35 Peterlee Cottages Colin Reynolds Monday Tuesday
Monday
2
March 2012 Key:
Estate Walkabout
Wednesday
Thursday
Friday
Service Review Panel Meeting
Saturday
Sunday
Housing Partnership 10am Meridian Court Wednesd ay
4
Easington Colliery 9am 40-48 Manisty Terrace Keith Houghton Murton Central 9am 64 Porter Terrace Peter Black Peterlee Edenhill 2 9:30am Edenhill Residents Association Colin Reynolds
Friday
6
Monday
9
Wednesd ay
11
Peterlee Howletch 2 8:45am Fairclough Court Communal Hall Kevin Heckles Peterlee Chapel Hill 1 9:30am Entrance to Keswick Road Colin Reynolds Blackhall Colliery 9am Opposite Welfare Park Keith Houghton Murton Cornwall 9am Outside of Costcutters shop Peter Black
Monday
16
■ Why not come along to a Service Review Panel meeting
Peterlee Acre Rigg A & B 9am 4 Hertford Place Kevin Heckles Peterlee Denehouse 1 & 2 9:30am Entrance to Hatfield Place Colin Reynolds
Wednesd ay
18
Hesleden/Castle Eden 9am 1-4 Hazel Drive Keith Houghton Murton Station 9am Outside the Post Office Peter Black
Thursday
19
Peterlee Acre Rigg 3 9am Pembroke Place Kevin Heckles Audit and Risk Board Panel 5pm Meridian Court
Wednesd ay
25
Thursday
26
Leaseholder 3pm Meridian Court Finance and Human Resources Board Panel 5pm Meridian Court ■ Join us on an estate walkabout
For all enquiries freephone 0800 032 0835 12911A EDH Spring 2014 V5.indd 15
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Managing your estate Problems solved Murton Residents of Federation Square in Murton, supported by the local Councillor asked if fencing could be put up to help prevent vehicles being driven on and parking on open plan grassed area. As part of a partnership agreement, we agreed to contribute to a fencing scheme from the estate management environmental budget. Durham County Council has now erected the fencing.
■ Before
■ After
Seaham Residents of Derwent Close in Seaham asked if unsightly old brick planters could be removed from the estate. Following an estate walkabout and further consultation with residents, local Councillor and Durham County Council, we agreed to tarmac the area jointly funded from the estate management environmental budget.
■ Before
■ After
Walkabout winners As a thank you, everyone who goes on an estate walkabout is entered into a monthly prize draw to win £25 of shopping vouchers. The latest lucky winners were: • October 2013 - Phil Clubley from Peterlee • November 2013 - Sarah McCoy from Wingate • December 2013 - Maureen Hutchinson from Peterlee Why not join us on an estate walkabout and you could win prizes! Look for the in the events calendar on pages 14 and 15 to find out when there’s an estate walkabout near you.
16
■ October walkabout winner Phil Clubley
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Property improvements Decent homes programme 2013/2014 update We have a total of £29 million to spend on improving homes in 2013/2014, £22 million of which will be spent on decent homes schemes. The work will be carried out by our 3 construction partners Wates, Keepmoat and Esh. The target for the year is to make a further 1,700 homes decent in Trimdon, Wheatley Hill,
Shotton, Wingate, Murton and South Hetton. Our programme is progressing very well and by Christmas we had made over 1,200 homes decent. We have now made around 76% of our homes decent and aim to have all homes made decent by the end of March 2015.
■ Decent homes kitchen being installed
The current schemes are:
Keepmoat programme Murton Phase 1 in the Murton Cornwall area is now complete,with 100 homes being improved. Phase 2 in the Sea View area and Phase 3 in the Central area has started, with external roofing works going well in all phases. Phase 4, which includes homes in Calvert Terrace, Cook Crescent, Gray Square, Turnbull Crescent and Watkin Crescent, will start in March. Due to some additional funds being made available to us we were able to start re-roofing to 140 properties in Gowland Square, Metcalf Crescent, Davison Crescent and the Station Estate area in January.
South Hetton Phase 1 is nearly completed, which will make over 100 homes decent, and the final phase is also progressing well. The re-roofing programme, which follows on from the internal works started in late February and it is planned to complete all roofing works by August. In 2014/2015 it is expected that Keepmoat will be starting work to homes in the Parkside area of Seaham around May/June. For all enquiries freephone 0800 032 0835 12911A EDH Spring 2014 V5.indd 17
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Property improvements Decent homes programme 2013/2014 update Wates programme Wingate Phase 1 - all decent homes internal work is now completed and the re-roofing works are nearing completion. This final phase in Wingate means 380 homes in Wingate will have been made decent.
Shotton There are 4 phases of works planned and the first 2 are completed internally and have roofing works ongoing. When completed it will make nearly 200 homes fully decent. The final 2 phases have started although structural works and roofing and external works will be running into the next programme year 2014/2015. On completion of these phases 370 homes in Shotton will be decent.
■ One of the Tarran bungalows before and after improvement works
Works to the Tarran bungalows in Shotton are progressing well and as well as decent homes work, they are also being fully upgraded externally to make them more thermally efficient.
Esh programme Trimdon Work has now been completed on homes in Trimdon that were included in phase 1.
Wheatley Hill There are 4 phases with the first 2 being complete and works to the final 2 have started, although the final phase will run into next year’s programme. Once the final phase is completed later this year 400 homes in Wheatley Hill will have been made decent. In 2014/2015 it is expected that Esh will be starting work around April to homes in Thornley. 18
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Repairs and maintenance Tips on water hygiene The water supplied to your home by the water company must meet the standards set in the Water Supply (Water Quality) Regulations 2000. As a customer of East Durham Homes you are responsible for the hygiene of the water system within your property. Things we do in the home can affect water quality and even encourage bacteria growth. Here are some tips to help prevent bacterial growth and contamination of the water supply.
Hot and cold water system If you have a back boiler in your home do not reduce this setting or the setting of your boiler thermostat, as bacteria can multiply at lower temperatures. If you have a combination boiler or multi-point water heater do not reduce the hot water thermostat setting. If you are away from home for long periods of time (for example holidays or hospital stays) the water in your system can deteriorate if unused. When you return home, heat up your system to the normal temperature, open up each tap and run it for at least 5 minutes. Cold taps should be flushed until the water runs cold. When flushing taps and other outlets, open slowly and take care not to cause splashing or release a spray of droplets into the atmosphere.
Tap hygiene Tap spouts on your bath, basin and sink may become contaminated from external sources. To be safe, sterilise tap spouts by wiping with a dilute bleach solution. If the tap is heavily scaled or contaminated this can be removed using a nylon brush.
Showers If you have a shower fitted with a flexible hose make sure that a hose retaining ring is fitted to prevent the shower head falling into the bath water. Do not use rubber push-on shower hoses on your bath taps. Clean your shower head regularly using a nylon brush then soaking in bleach solution. Following a holiday or extended period of time where the shower is not used, it is essential that the shower head be lowered into a bucket or plastic bag, and the shower run to the operating temperature, whilst taking care not to make or release spray droplets to the atmosphere.
Other fittings and appliances If you have an outside tap fitted, the installation must comply with the water supply regulations and have a backflow prevention device, usually a double check valve. Any appliances you buy which are connected to the water supply must comply with water regulations. All domestic appliances, such as washing machines and dishwashers comply to the appropriate standards but many commercial appliances do not, and are not suitable for home use.
To report any problems call us on 0800 032 0835 or 0191 518 5497.
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Repairs and maintenance Dealing with condensation Condensation is a greater problem during winter. When the weather gets colder we tend to keep windows and doors closed to keep the heat inside so the moisture cannot escape. When warm air hits colder surfaces, the moisture it contains condenses. There are 3 steps you can take to tackle condensation: Step 1 - reduce the amount of moisture you produce: • Don’t boil kettles or pans longer than you have to and put lids on saucepans • Open window or use extractor fan (if fitted) when cooking • Avoid drying clothes on radiators.
Step 2 - improve the ventilation in your home • Don’t overfill cupboards and wardrobes • Don’t block air vents or airbricks in your property • Open internal doors occasionally to allow air circulation • Keep trickle vents in windows open. Step 3 - keep your home well heated • In cold weather provide a low background heat during the day where possible.
Bathroom lights Due to changes in electrical legislation we are now required to fit sealed bathroom light fittings in our properties. If you have already had decent homes works, or it is planned in the future, then one of these light fittings will be installed (see picture on the right). Our repairs policy says that the replacement of bulbs is a tenant’s responsibility and therefore we will not replace any bulbs in your home. The bulbs needed (shown on the left) are available from most hardware and electrical retailers. They are usually a ‘4 pin 2D 28 Watt bulb’, or for properties with a smaller fitting a ‘4 pin 2s 16 Watt bulb’. 20
How to change the bulb First isolate the electricity to the light, then: • Remove the cover by turning it 45 degrees clockwise and then pulling away from the base. • Remove the bulb by pulling it away from the silver tray (care should be taken not to use undue force and not to pull using the glass of the lamp). • Gently plug in the replacement bulb into the lamp holder on the silver tray. • Re-fit the cover by placing over the base and turning anti-clockwise until it locks into position. Remember: We offer a handy-person service for ALL tenants who are over the age of 60 or disabled (or both). If you qualify for this service we may be able to change the light bulb for you, this is a free service, but you must supply the materials i.e. the new bulb. If you need any further information please contact us on 0800 032 0835 or 0191 518 5497 (if calling from a mobile phone).
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Repairs and maintenance Fire safety in flat blocks Storage It is vital that the communal stairwells in flat blocks are kept in a tidy, safe condition. Storage is only allowed in designated cupboards (if available), which should be kept locked at all times. Recyclable materials including cardboard, plastics and paper are not allowed to be stored in the stairwell areas. All of our flat blocks are inspected monthly by our Estate Officers to ensure the stairwell is kept in a safe condition. Action will be taken against residents who continuously put rubbish or store items in the communal stairwell.
Smoking Smoking accounts for a third of all accidental house fires resulting in deaths in England. Smoking is not allowed within the stairwell area and is only allowed within your flats. If you see people smoking in the stairwell please report this to us. For your own safety, please ensure cigarettes are fully extinguished in an ashtray or before placing in a refuse bag or bin.
Security It is important to keep the main entrance door to the block secure to prevent anyone else accessing the stairwell. Please let us know if the main entrance door is not securing properly and we will arrange for an urgent repair. If you notice anyone acting suspiciously at the flat block or have any concerns then call the police if necessary.
Fire doors Your flat entrance door is a self-closing fire door, which will protect you from smoke and heat for at least 30 minutes. It is vitally important that it is able to close by itself in order to provide full protection from fire or smoke. Please let us know if your door does not close properly or whether there is any other fault with the door so that we can arrange an urgent repair.
Home fire safety Cooking and smoking are the main causes of house fires in the UK. Here are a few tips to prevent fires: • Change deep fat frying pans to a modern enclosed fryer with an automatic thermal cut out. • Do not overload sockets or extension leads. • Move candles away from combustible material including curtains • Carry out weekly tests on smoke detectors to ensure they are fully operational • Finally, carry out an end of day check before going to bed. Check that no candles, heaters or cooking appliances have been left on, non-essential appliances are switched off at the plug socket and cigarettes are fully extinguished. If you have any fire safety concerns then do not hesitate to contact East Durham Homes Health and Safety Adviser on 0800 032 0835.
For all enquiries freephone 0800 032 0835 12911A EDH Spring 2014 V5.indd 21
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Equality for all Helping our decent homes partners subcontractors In December we launched an exciting and innovative new approach to supporting our decent homes partners and their subcontractors. The problem for many small companies is that when they work for a public sector organisation they must meet the public sector equality duties. Unfortunately for smaller subcontractors the time and expense in providing this evidence can outweigh the benefits of the contract. We’ve always supported our partners in the past and we wanted to find a way that ensured even the smallest business was not discriminated against.
subcontractors of our 3 main decent homes partners to the event. They were able to complete the online test and then draft an action plan, which addresses any outstanding issues.
We used an organisation called 8Degrees, who have an online diagnostic tool aimed at the construction industry and invited the
This diagnostic and action plan is all they need to provide as evidence to meet the public sector requirements.
Competition corner The winner of the spot the difference competition from the Summer 2013 issue of Insight who has won £25 in vouchers is Mr Bennett from Thornley - well done!
Search for the spring lambs
The spring lambs are on pages: .........................................................................
We have hidden 10 spring lambs like this in the newsletter. For your chance of winning £25 worth of vouchers, all you have to do is find the hidden lambs and tell us what pages they are on (not including the one on this page!).
Your details
Send your completed entry free to: Spring lamb competition, FREEPOST, East Durham Homes Ltd, 2 Meridian Court, Whitehouse Business Park, Peterlee, SR8 2RQ
.........................................................................
Closing date: Friday 4 April 2014
22
Name:.............................................................. Address:.......................................................... ......................................................................... .........................................................................
Postcode:........................................................ Telephone number:..........................................
Insight Spring 2014
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Our performance We constantly measure and monitor our performance to see how good the service we provide is, and to make sure we are keeping our promise to offer you the highest possible level of service.
How are we doing? How we performed April - December 2013
Anti social behaviour The percentage of anti-social behaviour (ASB) cases closed and successfully resolved
Last Year
Target
December Performance
96.63%
98%
98.35%
Last Year
Target
December Performance
83
60
61
Last Year
Target
December Performance
90.98%
90%
92.08%
Last Year
Target
December Performance
7.67 days
7.5 days
10.19 days
Last Year
Target
December Performance
17.3 days
18 days
17.9 days
Last Year
Target
December Performance
6.77 days
6.19 days
7.23 days
Last Year
Target
December Performance
99.71%
99.5%
99.6%
Customer involvement Number of improvements brought about as a result of customer involvement
Customer service The percentage of customer queries resolved at first contact (both contact centre and outlets) The average number of days to resolve a complaint
Letting properties Average number of days for a void property to be re-let
Repairs and investment Average number of days taken to complete a repair The percentage of appointments which could have been made and kept
Key: Performance met the target Performance was within agreed tolerance of our target Did not meet the target
If you would like more information or have any comments, complaints or compliments please contact the service improvement team on: 0800 032 0835 from a landline or 0191 518 5497 from a mobile phone
[email protected] text the word complaint to 07786 207 745 www.eastdurhamhomes.co.uk
For all enquiries freephone 0800 032 0835 12911A EDH Spring 2014 V5.indd 23
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Leaseholder news Welcome to the leaseholder news section where we aim to keep you updated with important information.
5-year capital investment programme update Consultation requirements for qualifying works under a qualifying long-term agreement In accordance with legislation, (The Commonhold and Leasehold Reform Act 2002, Section 151) all leaseholders must be consulted before any major works to external and communal areas are carried out in their building, where the individual cost to each leaseholder is over £250. Leaseholders who live in buildings which are in need of major repair and maintenance will shortly receive a written notice. This will contain the following information: • Explain the works proposed to be carried out, specify a (reasonable) place and hours when a description of the works may be inspected. • Explain the reasons why it is necessary to carry out the proposed works. • Contain a statement of the total amount of the expenditure estimated by the landlord as likely to be incurred on the proposed works. • Invite observations in writing.
As part of this 3 stage consultation process all leaseholders and secretaries of recognised tenant and resident associations have previous been issued with the following notices:
Stage 1 - Pretender Stage Notice Notice of Intention - issued in August 2012
• Provide the address to which any written observations must be sent. • State that they must be delivered by the due date. • Provide the date when the consultation period ends (30 days).
24
Stage 2 - Tender Stage Consultation Preparation of Landlords Proposal - issued in March 2013
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Leaseholder news Annual estimated service charges 2014/2015 By now you will have received your annual estimated service charge bill for 1 April 2014 to 31 March 2015.
When do I pay? Your lease agreement states that you need to pay your service charge by monthly instalments in advance on the first day of each calendar month. You can also arrange to pay in full, or in quarterly instalments, by contacting Durham County Council’s revenue section on 03000 260 894. Please remember to quote your invoice number.
How do I pay? Payments can be made in the following ways, which are also shown on the back of your invoice: - By direct debit - By standing order - Online - By telephone - By cheque If you need a direct debit mandate form to be sent out to you, please contact the councils revenue section on 03000 260 894. Please remember to quote your invoice number.
Get involved! At the leasehold service review panel meeting in January, 2 of our officers, Heather Wake (Senior Employment and Support Officer) and Debbie Howe (Digital Inclusion Project Co-ordinator) came along as guest speakers and provided an overview of welfare reform, universal credit and digital inclusion and how they impact on leaseholders.
We are always on the look-out for new leaseholders to come along to our meetings. If you are interested in looking at all of the leasehold services that offer, assessing our performance and enjoy meeting fellow leaseholders then the service review panel could be for you.
Next meetings dates for your diary Date Wednesday 23 April 2014 Wednesday 21 May 2014 Wednesday 25 June 2014
Venue East Durham Homes, 2 Meridian Court East Durham Homes, 2 Meridian Court East Durham Homes, 2 Meridian Court
Time 3 to 5pm 3 to 5pm 3 to 5pm
If you have any comments on this page or have any leasehold queries please contact Michael Patterson, Leasehold and Service Charge Officer by:
0800 032 0835 from a landline or
0191 518 5497 from a mobile phone
[email protected]
For all enquiries freephone 0800 032 0835 12911A EDH Spring 2014 V5.indd 25
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Area contacts list To help you contact a member of staff from your area who can deal with your query we have produced the table below giving the EDH Officers name, what they deal with and the area they cover.
Technical Inspector
Area 1 Seaham South Hetton
Area 2 Easington Hawthorn Horden Shotton Thornley Wheatley Hill
Area 3 Blackhall Castle Eden Hesleden Hutton Henry Peterlee East Station Town Trimdon Wingate
Area 4 Haswell Murton Peterlee West
Adam Spurr
Dave Longstaff
Stuart Bell
Steven Scott
Lisa Holloway Margaret Spence Liz Wilcox
Rental Income Officer
Janice Appleby Tracey Allison Lorraine Harrison
Enforcement
Diane Chapman and Sue Ellwood
Alan Cossey
Nick Hardy
Caroline Nevens
Tenancy Management Officer
Diane Nicholson
Shirley Todd
Irene Purcell
Adele Dixon
Customer Involvement
Carole Tilley
Stuart Wilson
Steven Dawson
Stuart Wilson
Area 1 Seaham Murton South Hetton Hawthorn
Area 2 Horden Easington Blackhall Hesleden Castle Eden Haswell
Area 3 Peterlee East Wimgate Station Town Wheatley Hill Hutton Henry
Area 4 Peterlee West Shotton Thornley Trimdon
Tenancy Management Officer
Diane Nicholson
Shirley Todd
Irene Purcell
Adele Dixon
Choice Based Lettings Officer
Maria Miller
Janice Hawley
Paula Norman
Pauline Welch
Estate Officer
Peter Black
Keith Houghton
Colin Reynolds
Kevin Heckles
Contact us at: East Durham Homes, 2 Meridian Court, Whitehouse Business Park, Peterlee, County Durham, SR8 2RQ Freephone: 0800 032 0835 Direct Dial: 0191 518 5497
Typetalk: 18001 then the telephone number you require Fax: 0191 518 5349 Email:
[email protected]
You can use this local-cost, direct-dial number from your mobile phone to avoid premium charges, which your network provider may charge for calling freephone numbers.
Website: www.eastdurhamhomes.co.uk
Text: “enquiry” to 07786 207 745
Follow us on Twitter
Find us on Facebook
Our contact centre is open from 8am to 8pm Monday to Friday and from 8am to 12 noon on Saturday. Please note: for emergencies outside normal office hours, you can contact us on 0800 032 0835. 26
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Contact us
How to find us
Our contact centre can deal with most enquiries. If you prefer you can visit us at one of our customer outlets in Peterlee or Seaham, or if necessary our head office.
Peterlee Customer Outlet 29 Yoden Way Castle Dene Shopping Centre Peterlee SR8 1AL Opening times: Monday, Tuesday and Thursday - 8.30am to 5pm Wednesday - 10am to 5pm Friday - 8.30am to 4.30pm Saturday - 9am to 12 noon
Seaham Customer Outlet St John’s Square Sophia Street Seaham SR7 7JE
Seaham
B1287
Tempest Road
N Railway Street Castlereagh Road
Church
Opening times: Monday, Tuesday and Thursday - 8.30am to 5pm Wednesday - 10am to 5pm Friday - 8.30am to 4.30pm
Sophia Street
Railway
Seaham Contact Centre
Byron Place Shopping Centre
A182
Foundry Road
Head Office 2 Meridian Court Whitehouse Business Park Peterlee SR8 2RQ
Opening times: Monday to Thursday - 8.30am to 5pm Friday - 8.30am to 4.30pm
Remember - we can also arrange to visit you at home if you can’t get to one of our offices Resource Housing Reg. No. 2111
For all enquiries freephone 0800 032 0835 12911A EDH Spring 2014 V5.indd 27
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All our publications can be provided in large print, audio tape or CD, electronically via email or in Braille. We can also provide an induction loop, BSL interpreter, same gender interview or home visits if required. Please contact us on 0800 032 0835. zBbX^9`
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12911A EDH Spring 2014 V5.indd 28
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