issue 20-customer_news_spring2010

Stockportat homeStockport Homes’ Customer Newsletter Issue 20: Spring 2010

Find out about our star customersPAGES 6 AND 7.

Why not visit the Customer Resource Centre?

PAGE 10

ASB Witness Support now available.

PAGES 14 AND 15

Have you felt the chill this winter?

PAGE 32

2 Stockport at home - Spring 2010 Issue 20 www.stockporthomes.org

Stockport Homes’ contacts

Anti-Social Behaviour24-hour hotline

Carecall

Customer Feedback

Customer FinanceAutomated Payment Line

Customer FinanceTeam (East Area)

Customer FinanceTeam (West Area)

CustomerInvolvement Team

East AreaHousing Office

Governance Team

Homechoice(Bidding Line)

Homechoice (Enquiries)

Homechoice Support Assistant

Housing Options Team

Housing Support Point

Investment Programme Hotline

Leasehold Officer

Repairs

Resettlement Team

West Area Housing Office

Neighbourhood Policing Teams

Stockport Central

Stockport East

Stockport North

Stockport West

Other useful contacts

Animal Warden Service(out-of-hours)

Citizens Advice Bureau(Stockport)

Credit Union(Stockport)

Crimestoppers

Derelict properties(non-Council)

Environmental Services

External Water leaks(United Utilities)

Furniture Station

GM Procure

Greater Manchester Police

Groundwork

National Grid(gas emergency)

RSPCA

Samaritans

Stray dogs(office hours)

Vandalised bus shelters(JC Decaux)

Vandalised telephone(BT Payphones Security)

Welfare Rights

0161 217 6111

0161 218 1655

0161 474 2600

0161 474 4050

0161 474 2677

0161 474 2668

0161 474 2862

0161 474 4372

0161 474 2850

0161 474 4567

0161 474 2975

0161 474 3788

0161 474 4237

0161 474 3719

0161 474 4407

0161 218 1364

0161 217 6016

0161 474 3772

0161 474 4371

0161 856 5902

0161 856 9973

0161 856 9786

0161 856 9770

0161 474 4207

0844 826 9800

0161 430 5808

0800 555 111

0161 474 4268

0161 217 6111

0800 33 00 33

0161 456 0717

03030 300030

0161 872 5050

0161 237 3200

0800 111 999

0300 1234 999

08457 909090

0845 241 7253

0161 873 8800

0800 66 16 10

0161 474 3093

Useful telephone numbers

3Stockport at home - Spring 2010 Issue 20www.stockporthomes.org

Customer news

Stockport Homes’ Community Fund

What could Stockport Homes fund?The list is endless – and we want the local community to come up with ideas but here are a few to get you started:• a sports programme or project to improve the

lives of young people;• a wildlife garden or tree planting programme to

benefit the local environment;• neighbourhood events such as fun days or

cooking events; and• job clubs or skill building programmes that help

customers back into work.

How does the fund work?Any person or group interested in funding can apply, as long as they make a commitment to:• having a plan for how the funding will be used;• publicising the project as much as possible

within the community;• having the support of at least two Stockport

Homes customers; and• the project being of benefit to the

neighbourhood where Stockport Homes manages properties.

Customers can apply for up to £1,000 per project. The amount awarded will depend on the project.

What do I do next?If you have any questions or want to know more about the scheme then log ontowww.stockporthomes.org and look under ‘Our services / Getting involved / Community Fund’ or contact Emma or Rebecca as per details below:

Emma Crick, Local Housing Manager - WestTel: 0161 474 4371, Fax: 0161 477 4879Email: [email protected]

Rebecca Cullen, Local Housing Manager – East Tel: 0161 474 4372, Fax: 0161 406 8377Email: [email protected]

You can complete the application form on our website www.stockporthomes.org. You can also

pick up a form from your Area Housing Office or the Housing Information Centre. Bids will be presented at the next Area Forums for customers to vote on and approve. Please see ‘Dates for your diary’ for details of the next Area Forums.

A budget is available, for customers to access, known as Stockport Homes’ Community Fund (SHCF). SHCF is available to help improve neighbourhoods where Stockport Homes manages properties. This fund will support projects that make a difference to the lives of you, our customers and the wider community.

Com munity F

un

d

Sto

ckport Homes

www.stockporthomes.orgStockport at home - Spring 2010 Issue 204

More services now available on our website

Customer news

New Features include:

• films available for viewing on-line, there are now 10 Stockport Homes’ films! (under Publications / Stockport Homes on film);

• a rent checker facility which allows you to check your rent balance on-line (under Our services / Rent);

• a frequently asked questions section, which includes the top questions (plus the answers!) we get asked by customers (under Contact us);

• a customer discussion forum (under Our services / Getting involved); and

• more on-line forms than ever before.

Since Stockport Homes’ new website www.stockporthomes.org was launched at the end of October 2009 even more new features have been added.

One of Stockport Homes’ customers commented about the new website:

“As a partially sighted person I found the text was a readable size, and the whole website was nice and bright. The links seem to cover most departments, and in general a very bright new site.”

Don’t forget – free internet access is available at all Stockport libraries.

If you have any comments about our new website, please complete the on-line form on

the homepage of our website under ‘welcome’. You can also email your comments to [email protected]

Stockport Direct prizedraw winnerStockport Direct (part of Stockport Council) provide the front line housing enquiry service on behalf of Stockport Homes at First House in Brinnington, Bridgehall Community Centre in Adswood and the Reddish Advice Centre.

A Stockport Homes’ survey is completed by visitors to the offices mentioned above. All completed surveys are entered into a quarterly prize draw to win a £25 voucher.

The winner of the January 2010 draw is Nicola Witter from Bridgehall. Congratulations!

5www.stockporthomes.org Stockport at home - Spring 2010 Issue 20

Football fun forStockport Homes’ customers

Carecall ies the ag of quality

In October 2009, over 60 children attended a free football event held at The Power League, Off Didsbury Road over the half-term break where they picked up tips from Stockport County’s Johnny Mullins, Owain Fon Williams and David Poole.

The event was organised by Stockport Homes’ ASB and Caretaking Teams to give customers’ children a day of fun and football with the Stockport County players. They were also coached by the Community Coaches from Stockport County in the morning and then after lunch was the penalty shoot out and five-a-side competition, with winners and runners-up being awarded prizes for the under 14 and under 16

categories by Johnny, Owain, David and Roger Phillips, Chair of Stockport Homes’ Board.

Following on from the success of last year’s event the ASB and Caretaking Teams are organising another free football event for children aged 11-16 years old. The event will be held on:

Wednesday 25 August 2010 at The Power League, Off Didsbury Road.

For more information, please contact the ASB and Caretaking Team on 0161 474 4335 or email

[email protected].

Customer news

Stockport Homes’ Carecall Team, who provide a Telemonitoring service to older and vulnerable tenants and residents of Stockport, are celebrating after being awarded a quality mark by their national

governing body, the Telecare Services Association (TSA) on Thursday 4 March 2010.

Carecall are one of only seven organisations nationwide to have achieved this accolade for all

four aspects of its service.

For more information about Carecall, please

call 0161 218 1655, or visit www.stockporthomes.org


Customer Involvement news

In 2009 you were busy nominating customers that you felt had made a difference to your life or community. A special awards evening was held at Stockport County in December to celebrate their success and say thank you for all their hard work and generosity.

A great big thank you to all the stars of 2009.


The room looked very festive and everyone enjoyed a hot buffet and a chance to get together. Over 110 people attended and the evening brought a few surprises as the results weren’t announced until the night. The judging had taken place in October by a panel made up of customers and staff. The winners each received a certificate, £50 of High Street shopping vouchers and a crystal star trophy bearing their name and the category in which they won. Customers who received a nomination also received a certificate and £10 of High Street shopping vouchers to say well done and thank you for all their hard work. The prizes were awarded as follows:

Anti-Social Behaviour Award

Awarded to a group of young people from Werneth School for contributing excellent ideas towards making a DVD which will help prevent homelessness and encourage positive behaviour amongst young people.

Lewis Bramhall, also from Werneth School received a special mention for his hard work and dedication on the Firefly Project which was hosted by the Fire Service and encouraged young people to learn new skills and work as a team.

Parent / Carer of the year Award

The winner was Precious Gwarimbo.

Green Award

Malcolm Hope won this award for his dedication to the grounds at Queens Gardens and Nicky Wilson was awarded a runner-up prize for her efforts in promoting recycling.

Young Person Award

This award went to Matt Craven who saved the life of his niece when she was choking on a marble.

Chrissie Ince receives the Bernard Bradbury Memorial Award.

Precious Gwarimbo receives the Parent / Carer of the year Award.



In 2009 you were busy nominating customers that you felt had made a difference to your life or community. A special awards evening was held at Stockport County in December to celebrate their success and say thank you for all their hard work and generosity.

Star Awards/09STOCKPORT HOMES TRIBUTE AND RECOGNITION


Good Neighbour Award

This award received countless nominations and it’s clear that a real difference can be made to people’s lives when kindness and consideration is shown. The judges awarded the prize to Alex Reese for the help and support he has shown his neighbours.

Creativity Award

Phillip Ludlaim received this award. Phillip was nominated for always creatively approaching his day and getting the very most from it that he can.

Bernard Bradbury Memorial Award

This very special award is dedicated to the memory of Bernard Bradbury who for many years was the Chair of Stockport Tenants’ Federation, Vice-Chair of the Board, a local Councillor and was very committed to his home town of Stockport.

The winner of this award was Chrissie Ince. Chrissie is involved in lots of different ways at Stockport Homes and always uses her experiences to help others. Chrissie’s name will appear on a commemorative shield which will be displayed at Stockport Homes’ Head Office.

Stockport Homes would like to thank everyone who took part in the STAR Awards for 2009 and hope you will remember the people who have made a difference to you and your community and nominate them for 2010.

For more information about the Star Awards please contact the Customer Involvement Team

on 0161 474 2862 or email [email protected]

Young people from Werneth School receive the Anti-Social Behaviour Award for making a DVD encourage positive behaviour amongst young people.



Come and get yourfree Skills for Life!

Are you Passionateabout your home?

Don’t forget to book onto your free Skills for Life courses. The new leaflet is inside this newsletter and you can request to go on as many courses as you like! Many of the courses available are a direct result of suggestions from customers, so thank you for your ideas.

If you would like help with childcare during any course, please let us know. Stockport Homes can cover your childcare costs and put you in touch with a qualified childminder close to your home for any course you would like to attend.

Get in touch with us as soon as possible as spaces are given on a first come, first served basis. You can complete the tear off section of the leaflet and send it back to us in the freepost

envelope provided, or call or email on the details given below.

If you have an idea for a course you would like to go on in the future, please contact Georgia

Bradshaw, Customer Involvement Assistant on 0161 474 2638 or email [email protected]

The Stockport Tenants’ Federation’s November Annual General Meeting (AGM) was a great success.

54 Stockport Homes’ customers turned out to hear about how the Federation works, its aims and objectives for the year, and to watch the new committee elected. A comprehensive and enjoyable agenda included presentations by Aline Cleary, the outgoing Chair; Roger Phillips, the Chair of Stockport Homes’

Board and the highlight of the evening was a lively presentation by Andrew Kippax the Head of Strategic Housing titled Beyond 2010; Building for the future.Those customers who attended all played their part by engaging the speakers in some lively debate.

Are you interested? The Federation meets on the second Wednesday of every month to discuss current issues that affect their members. These

meetings are held at 1 St. Peter’s Square in the Conference Suite starting at 6.15pm with refreshments available from 5.30pm.

For information or to confirm your attendance, please

contact the Customer Involvement Team on 0161 474 2862 or email [email protected]



Have your say with the Tenant Services Authority (TSA)Stockport Homes have recently taken part in a pilot scheme run by the TSA to develop new local standards, setting out how you can be involved in decisions that affect your homes and communities.

Many of you will have been asked what you think about the standards for involvement and information already in place, and your comments are helping us to produce a brand new Partnership Agreement.

This will be your guide to how your involvement affects the services you receive, and show how your involvement in decision-making is at the heart of everything we do at Stockport Homes.

Your new Partnership Agreement will be available in the coming months so watch this space!

For more information about the TSA Pilot Scheme or to find out more about how you can be involved

at Stockport Homes, please contact the Customer Involvement Team on 0161 474 2862 or email [email protected]

18-25 years old and living in a Stockport Homes’ property?

Do you want to have your say and win free stuff?

Text your name and the first line of your address to 07891 949 399. Or send your contact details in

an email to [email protected]

www.stockporthomes.org10 Stockport at home - Spring 2010 Issue 20


Customer ResourceCentre now openIn the summer of last year, the Stockport Homes Customer Resource Centre officially opened its doors to customers. The Customer Resource Centre gives customers appropriate help and information on housing issues. It is run by customer volunteers for the benefit of Council tenants all over the Borough

The centre is run by enthusiastic customers on a voluntary basis and offers free support and information in person and by phone.

The following services are available: • computers and printers;• phone and Internet access;• photocopying;• information and contact details of helpful local

organisations; and • tea and coffee making facilities.

We would be particularly interested to hear from any Community Groups who may wish to utilise its facilities. We are also always on the lookout for volunteers to help out in the centre.

Edward Street

Millbrook S

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Bamford Street

Marriott St.

St. Thomas Pl.Union St.

Contact details: The Customer Resource CentreFlat 3 Ratcliffe TowersBosden FoldStockport SK1 3PBTel: 0161 477 3590Email: [email protected]

Opening hours:Tuesday 10.00am to 12.00pmThursday 4.00pm to 6.00pmPlease phone in advance to make sure that a volunteer is available to help.

New drop-in sessions at theCustomer Resource Centre

Neighbourhood Officer Surgeries drop-in sessions fortnightly from Monday 19 April 10.00am to 12.00pm.

GMP Police Surgeries drop-in sessions every fortnight from Wednesday 21 April 2.30pm to 4.30pm.

If you are interested and need more information please contact Peter Egerton, Customer

Involvement Officer on 0161 474 2862 or email [email protected]


Quality PanelSix of our Quality Panel members have been out and about recently visiting other customers in the comfort of their own home to talk to them about their experience of having a large scale improvement carried out to their property such as having a new kitchen or bathroom fitted.

Customer Inspectors Pat Rapley and June Young tell us more...

“At first we were a bit nervous about carrying out the surveys, but the training and support from the Customer Involvement Team and working together helped us to build our confidence and we were soon on a roll. Things didn’t always run smoothly...but a downpour or two didn’t dampen our spirits!

As customers ourselves we were able to relate to the people we spoke to as we have previously had similar works to our properties. We think being able to share our experiences helped people to relax and open up to us more.

As members of the Quality Panel we will continue to work closely with staff to monitor how our findings can be used to

make changes to improve the experience for all customers in the future.”

Becoming a Customer Inspector is just one of the ways that you can get involved in the Quality Panel. You might want to get out and about like Pat and June speaking to other customers and checking our services or you could carry out ‘Mystery Shops’ on the phone from the comfort of your own home. We will provide you with all of the information and support you may need and cover your expenses.

See our Skills for Life leaflet enclosed for further details of our upcoming learning and

information sessions or contact Rebecca Horton, Customer Involvement Officer on 0161 218 1368 or email [email protected] for more information.


uality Panel


Board news

2010 is proving to be a busy and exciting year for the Board at Stockport Homes. The 13 Board Members work together to set the overall direction that the company takes and to monitor progress towards our goals.

Excellent performance over recent years means Stockport Homes will achieve the Decent Homes Standard in Juy 2010 and we’re now enjoying greater freedom and flexibility in the way we can deliver services to our customers.

A very positive development for the Board is the Governance Award being run jointly with the University of Derby. Over five sessions, eight participants are learning about how to be more effective in their roles and how to drive the organisation towards better performance. We’re always keen to encourage new people onto the Board and will be running elections for two Tenant

Board Members from the West Area in July of this year. Contact us for an Information Pack which explains how to stand for election and what the role involves. Information Sessions are being held on Wednesday 21 April at 12.00pm and will be repeated at 6.00pm.

To request your Information Pack or book your place on the Information Sessions please

contact Jo Daniel, Business Support Assistant on 0161 474 3763 or [email protected]

The heart of decision-making - Stockport Homes' Board

Board column

I have been a Council tenant for about six years and have gradually become more involved with Stockport Homes through Customer Action Groups and the Quality Panel.

I’m getting to grips with the role of being a Board Member by attending the Board and Sub-Group meetings where

I am able to raise questions about the reports

to develop my understanding of what the organisation is trying to achieve.

A structured Induction Programme has helped me settle into the role. I have been assigned a mentor who I am able to meet with or phone to discuss how I am finding the role and how I want to develop.

The Governance Team provides administrative support for all Board Members to ensure we get the papers and any supporting information in good time. I am particularly interested

www.stockporthomes.orgStockport at home - Spring 2010 Issue 20

in how Stockport Homes works to address Anti-Social Behaviour and the effects it has on neighbourhoods. The Governance Award has been an excellent initiative to help us work together to learn what makes a really effective Board.

I hope you’ll want to come along to a Board or Sub-Group meeting, or maybe you could stand for election and help us achieve Stockport Homes’ mission: to deliver a customer-driven service, providing quality homes where people want to live.

Kind regards Peter Fury, Board Member


Anti-Social Behaviour news

CASE STUDY

Nuisance property closureStockport Homes, Stockport Council and Greater Manchester Police successfully secured Stockport’s second Nuisance Premises Closure Order at 29 Goldsmith Road, Reddish on 10 December 2009.

The order came after weeks of planning and evidence gathering by Stockport Homes’ staff and Greater Manchester Police. The tenant of 29 Goldsmith Road, Reddish, and her sons had been causing serious nuisance and disorder on the Poets Corner Estate for some time. Residents living nearby were subjected to:

• intimidation, verbal abuse and threats;

• large groups of youths congregating in and outside of the property;

• drug and alcohol abuse on Goldsmith Road and in the property;

• prolific damage to the property and other properties and cars;

• violent incidents in the street; and

• off road vehicles driven at speed endangering local residents.

Residents in the area kept their windows and curtains shut for fear of the ongoing nuisance and disorder and felt harassed and intimidated by the occupants of 29 Goldsmith Road and their visitors. Residents felt trapped in their own home and unable to deal with the matter for fear of reprisals.

Staff from Stockport Homes, Stockport Council and Greater Manchester Police contacted residents about these problems and as a result enough evidence was secured for a Closure Notice to be served under the Anti-Social Behaviour Act 2003.

A closure hearing took place at Stockport Magistrates Court on Thursday 10 December 2009. The court found that the closure order was necessary to protect the public, in particular local residents, from further disorder at the property. The closure order was granted for three months during which time no one was allowed to enter the property.

At the same time, Stockport Homes secured an interim Anti-Social Behaviour Order (ASBO) against the tenant’s

son who had been one of the main causes of the Anti-Social Behaviour on the Poets Corner estate. The ASBO that was granted excluded him from entering the estate.

On the day following the Closure Order and ASBO hearings, Stockport Homes also attended the County Court and secured an emergency injunction against the tenant which excluded her from entering Goldsmith Road.The work carried out by Stockport Homes, the Local Authority and Greater Manchester Police has demonstrated the commitment of the Safer Stockport Partnership in tackling nuisance and Anti-Social Behaviour in Stockport and has made a real difference to the residents of the Poets Corner Estate.



Focus on... Witness and Victim Support

Stockport Homes recognises that a proven track record of success in dealing with ASB cases is fundamental in building confidence and trust in witnesses.

Stockport Homes is dedicated to providing support to victims and witnesses throughout the whole process of dealing with a case.

What support will be offered?

The level of support given will be tailored to meet the needs of the individual and the circumstances of the case, and will be agreed with the complainant from the outset.

In every case, each complainant will be provided with a named contact who will agree and maintain

a level of contact and keep them fully informed throughout the case.

Examples of support measures include:

• link complainants to other witnesses;• completing a risk assessment of the security of

the complainant’s home and where appropriate improving security by, for example providing door chains, peep-holes, security lights and fire-proof letter boxes;

• working with the police to install “panic alarms” to access a police response by the touch of a button;

• where English is not a complainant’s first language an interpreter will be provided;

• informing other relevant officers (such as the Rangers) of the victims / witnesses so they can patrol and “keep a look out”;

Stockport Homes recognises the crucial role victims and witnesses play in helping to resolve Anti-Social Behaviour (ASB). The speed and success of any ASB case is dependant on the cooperation and involvement of the complainants.



Focus on... Witness and Victim Support• liaising with Victim and Witness Support and /

or other relevant agencies to provide additional support and / or counselling; and

• temporary or permanent relocation in extreme circumstances.

Dedicated WitnessSupport Officer

Stockport Homes is committed to providing excellent support to witnesses and will seek to use all the tools available to ensure that witnesses feel safe and secure when coming forward to give evidence. The evidence of witnesses cannot be underestimated, especially in cases involving formal enforcement action. Therefore it is essential that witnesses feel supported before, during and after the case is dealt with. Witness support is a collective responsibility. However, Stockport Homes recognises that some witnesses may be more vulnerable than others and therefore need more intensive one-to-one support. Stockport Homes has a dedicated Witness Support Officer in the ASB Team whose role is to provide intensive support to those witnesses most in need.

The Witness Support Officer carries out needs assessments for witnesses referred to the service and agrees and establishes individual support plans which meet their support needs. Support offered includes daily contact during office hours or at an evening or weekend if required, support through the court process including pre-court visits and moral support at any hearings.

Witness Buddy Scheme

Sometimes the best witness support is provided by individuals who have experienced or have been through the ASB process themselves.

Stockport Homes is developing a “Witness Buddy Scheme” using Stockport Homes customers who have volunteered to offer support, advice and guidance to complainants on ongoing cases.

If you feel you would benefit from the help of a “Buddy” or would like to volunteer as a Buddy please contact Janice Teale, Witness Support Officer on 0161 474 4270.

Going to court

Many witnesses feel worried about going to court, regardless of whether or not they were the victim of a crime or ASB.

To make the court process less intimidating and daunting Stockport Homes will:

• offer to arrange a visit to the court beforehand so witnesses can familiarise themselves with the layout and court procedures;

• arrange for transport to and from court;• make arrangements and cover the costs of any

childcare or other dependant care;• consider reimbursement for loss of earnings as

a result of attending court; • accompany witnesses at all times;• arrange for a police presence if necessary; and• arrange for a separate and secure waiting area.

For more information please contact Liz Ellis, ASB and Caretaking Services Manager

on 0161 218 1381 or [email protected]



Positive action against Anti-Social Behaviour (ASB)In each issue of Stockport at home we provide you with a breakdown of the different types of legal action against perpetrators of ASB.

Stockport Homes has continued to drive forward taking legal action against perpetrators of ASB and has taken even more legal action over the last year.

Here is a breakdown of the number of legal actions we have taken during quarters one, two and three of 2009/10 compared to the same quarters last year.

Type of Legal Action

Total Qtr 12 & 3 (April - December 08/09)

Qtr 1 (April-June 09/10)

Qtr 2 (July-September 09/10)

Qtr 3 (October-December 09/10)

Total09/10

Notice of Seeking Possession

6 3 3 0 6

Postponed Possession Orders

1 1 2 1 4

Outright Possession Orders

5 1 1 4 6

Evictions 7 1 0 1 2

Notice to Terminate (Introductory Tenants)

3 1 1 1 3

Notice to Extend (Introductory Tenants)

6 1 3 2 6

Demotion Notices 3 4 2 0 6

Injunctions 32 11 13 21 45

Undertakings 2 3 2 2 7

Anti-Social Behaviour Orders (ASBOs) including interims

3 0 1 2 3

Demotion Orders 1 0 1 0 1

Committal 0 1 0 0 1

Noise Abatement Notices

0 4 0 0 4

Closure Orders 1 0 0 1 1

Total 70 31 29 35 95



HELP STOP

HOUSING

CHEATS

Customer Finance news

When somebody with a council or housing association home rents it out without permission or obtains a home through providing false information, they are guilty of housing fraud. They are using up valuable housing spaces and depriving families and vulnerable people on the waiting list. It’s not fair.

If you suspect someone of housing fraud call us on 0161 218 1364 or email us at [email protected]

Your report will be treated in the strictest confidence and can be given anonymously.

CLEAR RENT ACCOUNT free prize draw winnersStockport Homes operates a free prize draw for all customers who maintain a clear rent account. The prize draw is held twice a year and there are cash prizes of £250, £100 and £50.

If your rent account is clear at the time of the draw, you will automatically be entered. Make sure that your rent account is up-to-date and you could be one of our next lucky winners!

See pictured above Miss Ricci receiving her prize from Helen McHale, Chief Executive of Stockport Homes.

December 2009 prize draw winners1st prize - Miss Ricci, North Reddish2nd prize - Mr & Mrs Wyatt, Marple3rd prize - Mrs Taylor, Offerton


Spotlight on... performance

Performance news

Customerpriority

Decent Homes

Repairs quality(service)

Repairs satisfaction

Repairs speed

Customersatisfaction

ASB – action taken

ASB – satisfaction

Empty propertymanagement

Investmentsatisfaction

Customer feedback

Performanceindicator

% properties which meet the Decent Homes standard.

% of responsive repairs (non-emergency) where an appointment was made and kept.

% customer satisfaction with the repairs service.

% urgent repairs completed on time.

% customers satisfied with the complaintsprocedure as a % of people who responded to the survey.

Number of legal actions taken against ASB perpetrators so far this year.

% of customers satisfied that they were kept up to date with the progress of their ASB case.

Average number of days taken to re-let vacant properties.

% customers satisfied with investment works.

Average time taken to respond to complaints.

How we are performing

90%

95.7%

95.9%

11.88 days

82.3%

95

94.48%

21 days

94.5%

95.56%

Ontarget?

A customer-driven update, giving you information that you want to know.

In each issue of Stockport at home, we provide you with updates on how we’re performing in your top ten areas, whether we’re really pleased with how we’re doing, or are still striving to get better. So you can be sure that when it comes to

our performance – we’re always putting it in the “spotlight”. Here is an update on the Customer’s Top Ten performance indicators for quarter three (October - December 2009).

= performing well (compared to our target) = under target


Performance news

Ontarget?

Improving Performance…The performance indicators which measure how we work with customers using the Housing Need and Support Service Directorate, which includes Homechoice, Housing Options, Resettlement and Older Persons’ services are performing really well. This is great news! The time taken to re-let empty properties has improved since the last newsletter, which means homes are available for people to move into more quickly than ever before.

If you have any questions about this article, or if you would like to know how Stockport Homes

is performing in an area not covered, please get in touch with Samantha Donigan, Senior Business Support Officer, on 0161 474 3279 or [email protected]

YouSaid...

We Did...

You were unhappy as you had not realised a course you attended was not accredited.

You were unhappy that one of our contractors failed to keep appointments.

You were unhappy with the Concierge service when trying to access the building.

You were unhappy with the customer service shown by a contractor when carrying out central heating replacement.

You were unable to lodge a complaint at the Houldsworth Advice Centre as the telephone system didn’t support an induction loop facility.

You were unhappy as you were asked to remove decorations, tables, carpets and mats from the communal area.

You were unhappy with the manner of driving you witnessed from one of our repairs vehicles.

The Customer Involvement Team will publicise which courses are accredited more widely.

Monthly progress meetings with the contractor have been set up to stop this happening again.

Further training has been provided to Concierge staff regarding access to buildings.

Contractors have been reminded about the importance of customer care and respect.

Stockport Council will be fitting an induction loop at Houldsworth Advice Centre.

The communal areas have been included in the programme for decorating and new flooring.

A record is kept of any complaints about operatives driving to see if this happens regularly.


Diversity column

Everyday life for a blind personPeter Wilkins has been a tenant in Rectory Green for 32 years and has been blind since birth. He is very active in ensuring the needs of blind people are met.

Peter is the Secretary of the local Branch of the National Federation of the Blind, Secretary of the Visually-Impaired Musicians' Association and a trustee of Disability Stockport. He is Secretary of the European Blind Union Commission on Mobility and Transport. Below Peter describes everyday life for a blind person:

Getting upWaking up can be achieved with a variety of alarm clocks ranging from tactile clocks, where the hands and figures can be touched, to talking clocks and alarm watches, and some talking clock-radios. Washing does not usually pose difficulties, and I can certainly testify that there is no need for a shaving mirror. Care must be taken to keep the toothpaste tube away from similar shaped ones containing medication or creams, to avoid unpleasant consequences.

Anyone who has previously had sight and, therefore, wants help with what colour clothing to wear, will find colour identification buttons useful. These are shaped, such as a shamrock for green, a square for white, circle for black, cross for red, and can be stitched to the inside of clothing. There is also a device, which, when pointed towards something, will speak out the colour. A similar gadget, called a light probe, when pointed

towards a light bulb, will make a noise to indicate whether the light is on or off. Not a problem when you can feel if a switch is up or down, but very useful if you think someone may have left the light on in your bathroom, which has a pull cord.

Daily activitiesMoving to the kitchen: cookers, washing machines, irons, and other equipment can be marked with Braille or tactile controls. Those who are newly blind should be able to have these markings provided by the local Sensory Loss Team at Stockport Council, and when buying new equipment, such markings should be provided by the manufacturers.

Learning to read and write Braille is extremely useful, as very few food packages have Braille labels, so we have to write our own. There are also ways to produce labels which talk.

Turning to leisure time, there are TV and radio listings in various reading formats, but we are still waiting for accessible electronic programme guides and displays on digital televisions. Some television programmes carry an audio description, which can be accessed on Freeview and Sky. This service is also provided in a few theatres, where the blind person wears a headset and is given details of what is

happening on stage. I use Braille to label my CD collection, and for writing my shopping lists, address book, and diary.

SupportIf you have problems reading your utility bills, ask your service provider to let you have these in Braille, large print, audio tape or CD, computer disc, email, or make arrangements for bills to be read to you over the phone. Banks, building societies, credit card companies and government agencies should provide their documentation and correspondence in similar reading formats. This is not a favour you are asking, but an entitlement under the Disability Discrimination Act.

To receive Stockport Homes documents in large print, Braille, on audiotape or CD, please contact the Social Inclusion Team on 0161 474 2860.

Other oganisations that may help you include: Stockport

Institute for the Blind, Walthew House: 0161 480 2612; Stockport Council’s Sensory Loss Team: 0161 217 6049; and Royal National Institute of Blind People help line: 0303 123 9999.


Social Inclusion news

Helping customers to find workRealising that the current economic climate may make it harder for some of our customers to find work, Stockport Homes joined with Groundwork Trust to deliver a ‘Successful Transition course’

The course was all about helping customers in Brinnington who were long-term unemployed to gain new skills and confidence to make the transition into employment, education or training. Brinnington was selected because of its high rate of unemployment.

The course finished in December 2009 with half of the people who had enrolled on the course going on to secure paid employment. Other participants have been supported into either voluntary work or have enrolled on training courses. Two of the paid work placement opportunities were provided by Stockport Homes.

As well as gaining new skills and motivation, all those completing the course received £50 in high street vouchers.

For more information about future courses, please contact the Social Inclusion Team on

0161 474 2854 or email [email protected]

Jobs at Stockport HomesEver thought about working at Stockport Homes?

There are a wide variety of jobs at Stockport Homes including Housing Officers, Support Workers, Caretakers, Trades Persons (for example, Plumbers, Plasterers, Electricians), Wardens, Finance, IT, Marketing, Administration Support, Management opportunities and many more roles.

Job vacancies are advertised on our website www.stockporthomes.org (see the latest jobs section on the homepage). Keep checking the website as jobs are updated every week!



Exciting new opportunities and services at First House, Brinnington

Study lounge: a space for young people

The study lounge, located within the Library at First House, is all about providing a supportive and informal environment for secondary age pupils to do homework, coursework and revision.

Pupils from Year 7 upwards can use the facilities, which include Apple i-books, laptops and internet access. Learning mentors are on hand to support you with your studies. So why not come along and get support with your work, use the library, have a go at an IT activity and have something to eat? What’s more it’s all free!

The Study Lounge is available for Year 7 and 8 students on

a Monday and Year 9, 10 and 11 students on a Wednesday 5.00pm – 7.00pm. Everyone can now use the library on Monday and Wednesday evenings until 7.00pm.

For more information, please contact

Brinnington Library via Stockport Direct on 0161 217 6009.

New touch screen kiosk

Stockport Homes, in partnership with Stockport Council, have installed a touch screen kiosk at First House.

From the kiosk you can access a range of useful sites to look for jobs, training courses or obtain information about ways to make the most of your money. You can also print out information interests you free of charge. It’s really easy to use and you don’t need to have IT skills to use the kiosk.


Why not have a go at the kiosk next time you’re in First House?



Being on-line canmake a difference

Get your new financial year off to a flying start

The Home Access programme is a Government drive to help families on low incomes to get access to a computer and the internet to get online at home.

For more information, or a Stockport Credit Union application form, please contact the Social Inclusion Team on 0161 218 2854 or email [email protected]

Home Access is aimed at families who receive Free School Meals or certain other benefits.

Did you know?• Households offline are missing out on savings

of £560 per year.• A person with IT skills can earn between

3-10% more than someone without IT skills.• If the 1.6 million children who do not use the

internet got online at home, it could boost their total lifetime earnings by over £10 billion.

• Online access boosts chances of finding work.

If you think you are eligible and want an application pack or need more information about the scheme, please call 0333 200 1004.

For help completing the application form, please contact your local Stockport Direct

Centre on 0161 217 6028.

Are you looking to start saving but don’t know where to begin? Do you want?

• Easy and flexible ways to save.

• Free life insurance on savings and loans (subject to age limits).

• To pay into your account at a local collection point or by standing order.

• To know your money is in safe hands.

Then why not joinStockport Credit Union?

What’s more once you have joined Stockport Credit Union you can borrow money from it at an affordable rate.

Have a look at the example opposite to see how much you can save by borrowing money from Stockport Credit Union compared to a typical doorstep lender.


Doorstep lender

Borrowed = £300

Paid Back = £546.00(with interest)

Stockport Credit Union

Borrowed = £300

Paid Back = £318.48(with interest)

Total Saved = £227.52


Housing Options news

Have you been in our Housing Information Centre

You can also enter our free prize draw where you could win a £50 High Street voucher.

Customers that have visited us in the past have had their say on the future of the Homelessness Strategy, setting our service standards, and accessing our services as well as many other things. Why not come and join them and make a difference?

Come and have your say and let us know what you think.At: 1 St. Peter's Square, Stockport SK1 1NZOn: Wednesday 21 April 2010

Drop-in anytime between 1.00pm - 4.00pm

Housing Options on film

The Housing Options Team has developed a short film to help all those in need of housing advice. The video can be viewed on our website - www.stockporthomes.org under ‘Our services / Housing Options / Housing Options on film’.

It provides practical step-by-step advice to those who feel that they are facing becoming homeless for a variety of reasons, for example as a result of a relationship breakdown or money problems.

The film provides a good insight into some of the information that any of our Housing Options Officers might discuss with you depending on your circumstances, and what you might want to consider to help resolve your current housing difficulties.

You can get free internet access at any Stockport library - alternatively if you would like a copy of the film on DVD please contact Fiona Carr, Homelessness Strategy Development Officer on 0161 474 3726.

If you are in housing difficulty and would like to

speak to a Housing Options Officer you can contact the team on 0161 474 4237 or email [email protected]



Repairs news

Freephones toreport repairs

Freephones are available at the following locations:

West Area• Bridgehall Community Centre;• Cheadle Hulme Advice Centre;• Cheadle Library;• Heald Green Advice Centre;• Reddish Advice Centre; and• Heaton Library.

East Area• Bramhall Advice Centre;• Bredbury Advice and Information Centre;• Brinnington First House;• Marple Library;• Hazel Grove Advice Centre Library; and• Offerton Advice Centre, Dialstone Centre.

Town Centre• Stopford House, South End Customer

Reception; and• Stockport Homes’ Housing Information Centre.

The freephones in the Housing Information Centre at 1 St. Peter’s Square and at the East and West Area Housing Offices can also be used to telephone Repairs, Customer Finance (Rents) and to report Anti-Social Behaviour.

You can also contact the repairs service by calling 0161 217 6016; texting 07797 806626; faxing

0161 217 6032; emailing: [email protected] or visiting www.stockporthomes.org

Report repairson-lineDid you know that as well as telephoning the Contact Centre direct you can log a low priority repair via the Stockport Homes’ website?

The on-line system will guide you step-by-step to raising a repair via a diagrams based system.

Just click on the Report a Repair link on the homepage of our website www.stockporthomes.org, then click on the ‘Report a repair’ form.

One of our customers was so happy with their repair they sent us a postcard from Australia to let us know.


BESTWISHESFROM... Australia


Leaseholder news

Customer ConsultationStockport Homes are responsible for repairs and maintenance to any communal areas, external services and structure as defined in your lease. Leaseholders are responsible for paying a share of the costs incurred and for this reason a formal consultation process has been implemented.

If Stockport Homes intends to do any major work on the building where you live we will consult with you. The type of consultation carried out will depend on the type of work we are planning. In addition, by law if the works will cost more than £250 per property we must carry out what is called section 20 consultation.

Leaseholders will also need to be consulted when the Council intends to employ a new contractor to carry out work and services for them for a period of longer than 12 months.

How section 20 consultation works

The law lays out the process for section 20 consultation. Below is a brief summary of how it works.

Step 1: Leaseholders will receive an official Notice of Intention, giving a general description of the work to be carried out and a reason for doing so. Leaseholders and any recognised tenant associations are given 30 days from the date of the notice to make written observations about the landlord’s proposal and to nominate a contractor.

Step 2: The landlord considers any observations before seeking estimates for the work.

Step 3: The landlord obtains at least two estimates including one from any contractors nominated by the leaseholders.

Step 4: A Paragraph B Statement is issued to leaseholders, setting out estimated costs. The leaseholders are invited to inspect and comment on the estimates and are given 30 days from date of the notice to make observations.

Step 5: The landlord considers any observations and enters into a Major Works contract.

Step 6: The landlord serves a Notice of Reasons and a summary of any observations to all leaseholders and relevant tenant associations within 21 days of entering into the agreement.

What about emergencies?

Should Stockport Homes need to carry out works immediately and the time delay taken to consult leaseholders may cause harm to a person or further damage to the building we will carry out the work and approach the Leasehold Valuation Tribunal (LVT) to dispense with the consultation requirements and make a charge.

What happens if we do not comply?

While the principal purpose of the consultation process is to seek the leaseholders’ views on the landlord’s proposals if we fail to carry out the full consultation procedures for works to the building we are limited to making a charge of £250.

What should I do when I receive the consultation paperwork?

If you would like to make an observation you should return these to the address stated within the time limits specified.

In the absence of a reserve / sinking fund once leaseholders are in receipt of their consultation paperwork they should make arrangements to secure funds in advance of the works to be completed. There are a number of opinions available which are detailed in the leaseholder handbook or you may request a leaflet from your Leasehold Officer. You can contact the Leasehold Officer on the details shown at the bottom of the next page.



Leaseholder news

YouSaid...

We Did...

At the Repairs and Maintenance Forum in June 2009 Leaseholders asked for notification that Stockport Homes were carrying out work in the communal areas.

At the same meeting leaseholders askedif they could use our repairs services.

Some Leaseholders requested a day time Customer Action Group meeting.

For those who cannot attend meeting but would still like to be involved.

Stockport Homes have been notifying Leaseholders of communal repairs since December 2009 and will review this service in April 2010. This gives leaseholders the opportunity to comment on the works done, how our staff dealt with the repair. Any comments on this service will still be welcome. Following the change in contractors leaseholders can instruct ‘Repair 1st’ to carry out work within their home for a fee.

Our next Customer Action Group meeting is 29 April 2010 between 2.00pm and 4.00pm in the Conference Room at 1 St. Peter’s Square. If you would like to attend please contact Tracy Nield.

We have introduced an email database. If you would like to be included please contact Tracy Nield.

How we calculate your share of the service chargeAt the start of the year we estimate the costs we expect to incur in maintaining the block or development you live in. The service charge year runs from April to March.

A breakdown of all service charges and how they are calculated are in your Leaseholder Handbook, which you can download from our website www.stockporthomes.org under ‘Our services / Leaseholders’ or you can request a copy from your Leasehold Officer.

For more information contact Tracy Nield, Leasehold Officer, on 0161 218 1364 or email [email protected]. Appointments are also available.

The Customer Involvement Team has lots of different ways that you can influence decisions about the

services you receive as Leaseholders. Please contact the team on 0161 474 2862 or email customer.

[email protected] to find out more.


Annual GardeningCompetition 2010

Stockport Homes

Get your garden ready for this year’s gardening competition. More details

coming soon on our website and at Area Housing Offices.

Housing Management news

Gardening top tips

Eyes wide Open

Here are some top tips to help you get your garden looking in tip top shape for the summer.

Tip 1: Now is the time for mowing the lawn, avoid any scalping and keep your first few cuts on a high setting.

Tip 2: Repair any bare or damaged grass caused by the winter weather by spreading some topsoil and grass seed.

Tip 3: Apply bark mulch to shrub beds and around trees to suppress weed growth.

Tip 4: Spring is an ideal time to plant trees, shrubs and roses. Make sure they are kept in the sun and regularly watered during the first few weeks after planting.

Tip 5: Protect your plants from slugs and snails which become vibrant from the spring onwards.

Tip 6: April and May are ideal months for pruning evergreens, removing dead-wood or diseased wood.

If you are 70 years old or over, or physically incapable of doing your garden because of a disability (there is no age restriction for this) you may be interested in the Garden Maintenance Scheme.

For more information, please contact your Area Housing Office (see page 2 for contact

details) or see our website under ‘Our services / Area Housing Offices’.

Stockport Homes strives to have sustainable communities and works with other organisations to ensure that neighbourhoods are clean and services are delivered to a high standard.

All Stockport Homes’ staff are asked to report issues they find on estates. This includes physical issues such as fly tipping, abandoned vehicles, broken street lighting, graffiti and non-physical issues including vulnerable children or adults.

If we have missed something or you see an issue in your

area that needs reporting - contact us or the relevant agency (please see page 2 for contact numbers).


Housing Management news

Walnut Tree Estate, Cheadle HeathIn May 2009, a doorstep survey was carried out on the Walnut Tree Estate in Cheadle Heath. This survey was carried out by the Keep Britain Tidy group on behalf of Stockport Homes and over 50% of homes on the estate were surveyed.

The survey aimed to understand resident’s feelings about their local area and the quality of their local environment, their feelings on safety, usage of services and how all of these issues work together.

Following the survey Stockport Homes set up a working group with representatives from a range of agencies working in the neighbourhood, including Greater Manchester Police, SK Solutions (Street lighting and Highways) and various Stockport Council services including Leisure, Play Development and Environmental. The purpose of the group was to respond to the issues residents raised in the survey and provide real and visible outcomes.

As well as tackling the issues residents raised within the survey, a final aim and outcome for the estate will be the opening of a jointly funded brand new play area. The new play area will be celebrated and launched with an event for local people.

One of the main priority issues raised by residents was the negative appearance of abandoned shopping trolleys from the local Morrisons store. Stockport Homes and Stockport Council are working closely with Morrisons to support them in being more proactive in recovering abandoned trolleys. A recent newsletter to local residents highlighted that removing a trolley from the grounds of the supermarket is theft and can be liable for prosecution or a fine being imposed due to littering on a street. The Neighbourhood Housing Officer for the Walnut Tree estate, Val Percy, will continue to closely monitor the presence of shopping trolleys during her estate inspections and will liaise with Stockport Council

should the problem persist. Residents can report abandoned trolleys directly to Stockport Council by telephoning Streetscene on 0161 217 6111.

The other key issues raised by residents included littering, nuisance caused by off road bikes, recycling and lack of facilities for children and young people.

In the summer months, Greater Manchester Police carried out several visits to the estate providing a high presence to tackle mini motorbike nuisance. Police Community Support Officers and Police took immediate action to remove the motorbikes rather than fine the user. This removed a number of mini bikes from the estate and sent a clear message to perpetrators of this nuisance.

For more information, please contact the West Area Housing Office (please see page 2 for

contact details).


Sustainability news

Nine new play areasChildren of all ages and residents are benefiting after the completion of nine fantastic new play areas.

During 2009 children and customers were actively involved in helping to design the new play spaces by choosing the types of play equipment and where the equipment should be located, the play spaces have facilities from climbing rock stacks, aerial runways, adventure trail, embankment slide, rotators and birds nests! If you want to find out more why not visit one of the new areas?

They can be found at Moat Walk Play Area, Brinnington; Marbury Road, Heaton Chapel; Unity Park (off Ambleside Road), Reddish; Hollywood Park, Edgeley; Bradshaw Hall Estate, Cheadle Hulme; Walnut Tree Road, Cheadle; Heaton and Norris Park, Heaton Norris; Stansbury Place, Offerton; and Peak Street, Stockport Town Centre.The projects have delivered through successful joint working with Stockport’s Play partnership. The projects have been funded through the Stockport Homes’ capital and revenue programmes and funding secured from Big Lottery, Play Builder Programme, GM Procure and Stockport Council.

The work does not end here, work will continue with children, residents and partners to ensure that the new play areas are well used and where possible help to identify where future improvements can be made. In addition further improvements to other play areas in the Borough will take place over the next year, so keep your eye out for the next issue of Stockport at home for further information.

You can also find out more information on our website www.stockporthomes.org

Working in partnership with Keep Britain Tidy and Stockport CouncilStockport Homes is working with Keep Britain Tidy and Stockport Council to deliver a range of cleaner, greener projects across the Borough.

Keep Britain Tidy is an environmental charity and the anti-litter campaign for England. The charity also runs programmes such as Eco Schools, Blue Flag (a quality award for beaches) and the Green

Flag Awards for parks. Stockport boasts one of the highest number of green flags in the North West, 12 parks and green spaces were successful in 2009. Further information can be seen by visiting www.keepbritaintidy.org

Customers through their involvement in estate walkabouts and surveys carried out by Keep Britain Tidy on behalf of Stockport Homes have helped to identify issues and areas of concern



Sustainability news

Neighbourhood Action Plans (NAPs)In December 2009 Stockport Homes launched 17 Neighbourhood Action Plans.

Each plan identifies a range of issues, not only housing, but issues such as community safety, Anti-Social Behaviour (ASB), health, access to play facilities, unemployment, benefit advice, land for new homes and the environment. During the year customers, partners and staff have been involved in developing the action plans. The NAPs have multiple benefits for customers, partners and staff. Bringing together in a single plan the issues that affect a neighbourhood helps Stockport Homes to plan effectively and

efficiently the future management and maintenance of services in those neighbourhoods. And also in allocating any staff or financial resources that may be required. The NAPs will be used to monitor improvements and changes in an area, for example where additional resources may be required for ASB issues. Each NAP provides customers with key information about their local neighbourhood, such as the type of facilities, services within the area, general information about population, employment, community safety, education and Stockport Homes’ customer profile. And a detailed action plan, identifying key issues from

consultation, actions, a lead officer, partner responsibilities, a timescale and the proposed outcomes. The plans will be reviewed on a regular basis.

If you want to find out more, each NAP can be found on website

www.stockporthomes.org under ‘Our services / Sustainable Neighbourhood / Neighbourhood regeneration’, or information from your Area Housing Office (see page 2 for contact details), the Customer Resource Centre or Jo Cole, Sustainability Manager on 0161 474 2918 or email [email protected]

Working in partnership with Keep Britain Tidy and Stockport Council

in their neighbourhood. These range from graffiti, litter, street lighting, dog fouling, off road motorcycling to no play facilities for children.

Working with customers and partners, including a range of Stockport Council Services and Greater Manchester Police, mini estate clean-ups, estate walkabouts, community litter picks, physical environmental improvements to the promotion and awareness raising of the roll out programme

for recycling wheelie bins and play activities for children.

If you have an idea for a project or would like any further information

contact your Area Housing Office (see page 2 for contact details) or Jo Cole, Sustainability Manager on 0161 477 2918 or email [email protected]


ENCAMS


Sustainability news

Have you felt the chill this winter?Stockport Homes are offering Energy Advice direct to you in your home!

Are you struggling with the cost of gas and electricity? Would you like to find out how much you can save and cut your bills?

We are offering all customers a free energy efficiency advice service. This is an opportunity for Stockport Homes’ Environmental Officer to come directly to you and discuss your household’s energy efficiency needs.

We will recommend practical steps to improve the energy efficiency of your home, such as advice on:• correctly using heating controls;• how to use electric storage heaters efficiently; • electricity consumption; and• energy suppliers.

By making small behavioural changes, to make your home more energy efficient you could save up to £200 a year on your fuel bills.

To arrange an appointment, contact Louise Whan, Environmental Officer on 0161 474 2401 or email louise.

[email protected].

Take control ofyour energy use!

Real Time Electricity MonitorThis monitor is a great device to help you understand more about the electricity you use, and the small steps you can take to reduce usage and bills.

You can see the effect in real time of switching appliances and lighting on and off, the change is demonstrated in terms of cost and energy savings.

It is quick and easy to install, and comes with full instructions.

Standby MonitorWhen you turn your TV off with your remote control, the standby monitor will power down your TV completely, no need for you to remember to switch your TV off standby, the monitor does it for you. Both monitors are a great way to help save money, energy and the environment.

To receive your free monitor contact Louise Whan, Environmental Officer on 0161 474 2401 or email [email protected]

British Gas is offering free real time electricity monitors and TV standby monitors free for all. (You don’t have to be a British Gas customer)

Police and Fire Service news

NeighbourhoodpolicingGreater Manchester Police’s Stockport Division is promoting its four Neighbourhood Policing Teams as part of the Policing Pledge.

Neighbourhood Policing provides a dedicated service that puts officers right at the heart of communities, responding to local concerns and making neighbourhoods safer places to live.Surgeries and meetings are frequently run across the Borough as part of the police’s ongoing commitment to listening and responding to people’s concerns. Officers are developing strong links with communities by working with them to find solutions to crime and Anti-Social Behaviour.

By continuing to work closely with the public, Stockport’sNeighbourhood Policing Teams can help to improve the quality of life for everyone.

Please see page 2 for contact details of the Neighbourhood Policing Teams. You can also go to www.gmp.police.

uk/stockport for more information. To report acrime call police on 0161 872 5050 or call Crimestoppers anonymously on 0800 555 111.


Older Persons’ Services news

Concierge and CCTVThe Concierge Service covers three housing estates in Stockport: Brinnington; Lancashire Hill; and Mottram Street.

Concierge is available on all the high rise and deck access blocks of flats on these three estates. The Concierge Service provides a service to 1,524 properties across Stockport. It operates from a modern control centre where the latest technology in Closed Circuit Television (CCTV) and door entry systems is used. Properties with the Concierge Service provided have CCTV and door entry systems installed. Concierge Officers monitor the CCTV (both internal and external) and door entry systems 24 hours a day, 365 days a year. The images are recorded and saved to hard drive for high quality recording and excellent playback facility.

Visitors to the high rise and deck access flats go through to the Concierge who then contacts the tenant to see if they wish to give access to the visitor. If they do not, the visitor is refused access. Customers with a Concierge Service can contact a Concierge Officer via their intercom in their flat 24 hours a day, 365 days a year.

The Concierge Officers report incidents or potential incidents to the Police or other agencies which include the reporting of crimes and incidents taking place and persons acting suspiciously. CCTV images can be viewed by Police and other agencies. The Concierge Service works in partnership with the Area Housing Offices, the Anti-Social Behaviour Team and the emergency services.

The vision for the future of the service is that it will be made available to other high rise and deck access flats managed by Stockport Homes and consultation has already begun with some residents.

For more information, please contact David Farmer, Concierge and CCTV Manager on

0161 218 1662 or email [email protected].


Partner agency news


Directors columnHello, I hope you are looking forward to the spring and summer as much as I am.

The severely cold winter months would have led to increased usage of electricity and gas and for many those bills will still need paying. This may impact people on a limited income and payment may be difficult. There are agencies who offer help and advice for people faced with increasing debt.

The earlier they are contacted the quicker a resolution can be found to pay off the debts before they get out of hand. You can call Stockport Debt Advice on 0161 474 1708; Age Concern on 0161 480 1211; National Debtlline on 08088 084000; or Welfare Rights Benefits Advice line on 0161 474 3091.

Stockport Homes is not just about bricks and mortar; we can help in other ways too:

Environmental Officer who can offer a home visit to discuss energy efficiency and fuel debt, email [email protected] or call 0161 474 2401.

Employment Support Officer who assists tenants find employment, training or voluntary work, email [email protected]

Customer Finance Team for problems paying the rent (see page 2 for contact details).

Down-Sizing Scheme for those who find their home too large to heat and manage, email [email protected]

Tenancy Support Officer for those who need general benefit advice, email [email protected] or call 0161 474 3772.

Water Metering Officer to assist with reducing water bills and lower charging plans or referrals to the United Utilities Trust Fund, email [email protected] or call 0161 218 1669.

Remember you can contact any of the above for advice on the services offered not just for debt advice.

Best wishes, Elaine Dishong, Director of Housing Need and Support Services

Diversity and accessibilityYou can get copies of newsletters and other documents from Stockport Homes on audiotape or CD, or in large print free of charge.

For more information, please contact Phil Rhodes on telephone 0161 474 2860 text 07891 949 399 email [email protected] or write to Social Inclusion Team, Directorate of Housing Management, 2nd Floor, 1 St. Peter’s Square, Stockport SK1 1NZ

The paper which is used for this newsletter is from a sustainable source. Please recycle it in an appropriate way.

A free interpreting service is available if you need help with this newsletter. Please telephone Stockport Interpreting Unit

on 0161 477 9000. Email: [email protected]

issue 20-customer_news_spring2010

Documents

stockport homes fund

stockport homes customers

local community

involved community fund

home spring

fund work

emma crick

asb witness support