the ANNUAL mAgAziNe for coUNciL teNANts AND LeAsehoLDers

H Nome ewsBehind the scenes with your cleaning and grounds maintenance team...P12

Service charges explained...P9

Your SafetYEssential fire safety advice. P10

InnovatIve houSIng Exciting programme of new homes. P4

healthY communItYVolunteering opportunities and wellbeing activities. P31

on the growwith blossoming gardening projects and neighbourhood schemes. P6

2017/18annual rePort

INSIDE THISISSUE

This publication has been

AUTUMN/WINTER 2018

audio and onlineH Nome ewsWe can provide Home News as an audio version on CD. Telephone: 01202 458314 for information. You can also read or listen to the magazine online at: bournemouth.gov.uk/HomeNewsHome News is delivered to all Bournemouth council tenants and leaseholders. 6,200 copies are printed.Published by: Housing Landlord ServicesDate: November/December 2018, next copy sent to you in autumn 2019

Do you have a story, news or feedback for Home News? If so, you can contact us by email: resident.involvement@bournemouth.gov.uk or telephone: 01202 458314.

contents

2

3

It’s been another busy year for Housing. Homelessness and rough sleeping being the most challenging and complex areas of our work.

Council housing remains relatively unchanged. Some legislative issues from the Government have over the past year been reversed and we are in a better position than we were. Our priority continues to be the maintenance of our housing and to build more council homes whenever we can.

We have recently been in contact with the Government over the Housing Revenue Account Borrowing Cap. The Housing Revenue Account is a separate account held by us that contains your rent and pays for things like staff and maintenance. Releasing the strict ‘borrowing cap’ means we will be able to borrow money to build more, much needed, council homes. The really good news is the Government has just announced the borrowing cap is to be removed altogether to encourage councils like ours to build more homes.

Work has been completed on the construction of three energy efficient houses at Montgomery Avenue in West Howe. These were built by our own workforce. The design and construction system are a new concept for us. It will be interesting to see if residents’ energy bills are as low as sometimes claimed.

I hope you enjoy reading the articles from residents and staff and find them informative.

Gary JoseyDirector of Housing & Communities

In your Home News this issue

Welcome

5-6

Neighbourhood News

4

Housing News

8-9

Service Charges Explained

10-11

Fire Safety Advice

19

Get Involved

Money Advice

26

Senior Living News

24-25

Tenancy

31

Out and About

Pay your rent online

The Tenancy Advice Teamcan help with rent payment queries on:

bournemouth.gov.uk/pay

01202 451915 2

20-21

15-18

Housing Annual Report

housing news

residents help us get to the ‘heart of West howe’

neighbourhood news

4 5

Quality homes under construction

Plans are being drawn up to develop two sites at Princess Road and Prince of Wales Road in Westbourne. These developments will be a mix of council housing, shared-ownership and private-rented properties. We expect to apply for planning permission in early 2019.

Westbourne

We’ve been building new homes this year and others are planned as we rise to the challenge of providing more homes for local people. We have recently finished three new council homes in West Howe, are clearing sites and applying for planning permission for new housing in Westbourne and will soon start building two new council homes in Townsend.

By Jonathan thornton Housing Development Manager

Saving energy through designWith climate change and environmental issues on everyone’s mind, we all want to do our bit. Saving energy begins at home and we are excited to have built our first properties that meet a special energy-efficient standard known as ‘Passivhaus’.

The three new properties in West Howe’s Montgomery Avenue are two-bedroom houses with a range of environmental features. Built by our own building and construction staff, the homes have been carefully designed to reduce heat loss and feature triple-glazed windows and doors. This means tenants can look forward to

meet mike There’s a new face in West Howe, so look out for Mike Robinson who is on hand to help you with local concerns. This could be neighbour issues, help for lonely or vulnerable people, advice on how to downsize your property or improving your health.

Mike is working as part of ‘Operation Galaxy’, a project which has been running successfully in Boscombe. It’s a partnership of many agencies including the council, police, fire service and more. Mike is working closely with the local community. He has started up a group

By martha searle Principal Community Development Officer

new family homes on the wayAs part of our ongoing commitment to provide new homes, we have plans for two family houses at Helyar Road in Townsend. The homes will be built on land that is currently a disused play area and we expect to start building work in early 2019. The good quality houses will be built to a high standard by our own building and construction staff. These three-bedroom properties will have a garden and parking.

With the Government announcing that they are lifting the restriction limiting how much the Council can borrow to fund new affordable housing (see page 3), we will continue to deliver more affordable homes.

lower fuel bills, reduced draughts and condensation, not to mention cleaner homes thanks to a clever ventilation system which removes dust and pollen.

Three local families from the housing waiting list have recently moved into the properties and are getting settled.

known as ‘Men in Sheds’ to bring people together in West Howe to learn and pass on practical skills in the community. The ‘shedders’ meet every Tuesday at the Henry Brown Centre.

If you’re interested in joining Mike’s group, want to chat to him about a neighbourhood concern or to seek wellbeing advice, email: operation.galaxy@bournemouth.gov.uk

Did you know?West Howe has a mix of council flats and houses alongside privately owned homes, local schools, a youth centre, library and shops. There’s also Turbary Common - the largest area of heathland in north Bournemouth, which is home to rare species of wildlife.

‘Heart of West Howe’ is our latest project that gets people involved in shaping plans that will ultimately help to improve the lives of residents living in the area.

Over the summer we invited residents and those working in West Howe to come along to workshops. Together we discussed what future plans for additional housing and new and improved community facilities in the area could look like. We used very large maps and Lego to help us come up with ideas for where to put more homes and how to make

local facilities good quality and easy to reach. All whilst keeping the things that are good about West Howe now.

Thank you to everyone who took part. We’re reviewing your feedback and will hold a public exhibition asking residents for their views on the options put forward.

FIND OuT MOREYou can receive the latest West Howe community news by email, just sign up by visiting our website: bournemouth.gov.uk/emailnews

You can also find out more online about the regeneration work taking place in the area: bournemouth.gov.uk/westhowe

Large maps and Lego help residents discuss ideas

Planning how to add more homes and make facilities easy to reach

Gary Josey, Director of Housing & Communities and Councillor Robert Lawton cut the ribbon at Montgomery Avenue.

Mike and the 'shedders'

neighbourhood news local government

6 7

Take a visit to leafy Townsend and you’ll see first-hand the fruits of residents’ hard work. Townsend has a thriving local community who over many years have been improving their surroundings by clearing communal areas, growing vegetables and helping their local areas to bloom.

The community’s hard work was recently recognised with an award from the Royal Horticultural Society’s ‘It’s Your Neighbourhood’ campaign, which is part of the Britain in Bloom initiative. Well done to all and here’s a flavour of just some of the work that has contributed to this achievement.

COMMuNITy GROwERSA community garden behind Birch Drive, where residents can grow fruits and vegetables, was officially opened earlier this year. We have built 20 raised

thriving townsend

Bournemouth Borough Council will cease to exist after March 2019 and a new organisation will be created. From 1 April 2019 we will be called Bournemouth, Christchurch and Poole Council.

a new council for Bournemouth, christchurch and Poole

find out how we look after your information

We are committed to protecting your privacy when you use our council services. You can find further information about the way we hold and process your information by visiting our website: bournemouth.gov.uk/privacyHL

5 important things to know:

1. Recent changes in the law give you greater power to protect your own privacy and place greater responsibility on how we process your data.

2. You have the right to see what data we hold about you.

3. You can have your data deleted or corrected, depending on why we hold it.

4. You MUST update us about any changes.

5. You can tell us if you no longer want to be involved in surveys about the services you receive.

If you’ve entered into a new tenancy since 1989, we and all other social-housing providers will have shared your personal information with the Government for research purposes.

You can find out more about this on our website: bournemouth.gov.uk/yourtenancy

If you need to let us know about any changes (such as a new surname or contact details), please inform the Tenancy Advice Team on 08000 281870 or 01202 451915. You can also email: housing.landlord@bournemouth.gov.uk

beds and bought seeds, tools and hired the expertise of a gardening tutor. The garden is a place where people can grow their own food, develop new skills and learn about healthy eating. Local resident Dave from the Townsend Community Association, said: “The garden has been going for only a year and in that time there’s been an array of wonderful produce. Gardening sessions will start up again in the spring.”

IMPROvING OuR LOCAL ENvIRONMENT Residents and school children are taking an active role in creating attractive and vibrant green spaces. One local resident, Joan, started an initiative in Birch Drive in 2012. This involved refurbishing five neighbouring front gardens and her work continues to extend and thrive each year. Joan has

By caroline green Assistant Community Liaison Officer

What’s on in townsend?Thursday 13 December at 7pm - ‘carol singing and mince pies’ at the Townsend Community Growers' site (behind Birch Drive). Everyone is welcome to come along.

Thursday 10 January at 11am - the next environmental ‘walk about’ meets at Townsend Community Centre.

Find out more on Facebook: facebook.com/townsendcommunitynews

also inspired Jewell Academy to build an allotment on the school’s grounds where a children’s gardening club takes place once a week. In addition, there’s the ‘Swansbury Fairies’, that’s Anne-Marie and Sue from Swansbury Drive, who have been transforming communal planting areas in their road for the benefit of everyone.

GET INvOLvEDWhy not join our monthly environmental ‘walk about’ in Townsend and help us report issues such as fly tipping, abandoned vehicles and more? We also carry out practical work such as litter picks, clearing weeds and planting bulbs.

Contact Caroline to find out more or get involved in any of these Townsend initiatives. Telephone: 01202 451165 or email: caroline.green@bournemouth.gov.uk

By Lorraine mealings Deputy Director of Housing and Head of Customer

School garden

Townsend Community Growers

can continue to pay your rent in the same way. You will still be able to visit us at the Kinson Hub.

Please be assured that we will consult with tenants and leaseholders before any changes are made to the services you receive. We will send any important updates with your rent statement and we will make sure we update our housing webpages as this work develops.

For more information please visit our websites: bournemouth.gov.uk/housing and bcpshadowauthority.wordpress.com

We’re focusing our work to make sure there is a smooth transfer of services to the new council. Teams across the three areas are working together to make this transfer happen in a seamless way.

SO, wHAT DOES THIS MEAN FOR yOu? You shouldn’t notice any changes on day one. Your tenancy will automatically transfer over into the name of the new organisation for 1 April 2019 without you needing to do anything. Contact numbers for the Housing Repairs and Tenancy Advice Teams will remain the same and you

By Julie Davis Information and Involvement Officer

Bournemouth Town Hall

8 9

tenancy changes tenancy changes

tenancy changes and service charges explained

By seamus Doran Tenancy Services Manager

Over the last 18 months we’ve consulted with tenants about service charges. These will be introduced very soon to help us manage our budgets. We are not making money from these charges, they only help us to cover our costs in delivering the additional communal services that some residents receive. This will allow us to invest more in the basic services that we provide, repairing and improving your homes and providing new homes.

These additional services include things like grass cutting and cleaning in communal areas. Service charges mainly apply to tenants living in flats, maisonettes and senior living schemes, but they will also apply to some tenants living in houses and bungalows that share communal services. This will not affect you if you live in a property where additional services are not provided.

Service charges will be introduced gradually, as follows:

• beginningof2019-communal cleaning and gardening• April2020–communalelectricity• April2021–communalbulkrefuse removal.

The amount charged will vary by property depending on what additional

yOuR TENANCy AGREEMENTYour tenancy agreement is your contract with us. It sets out the terms and conditions you must follow and what you can expect from us.

Over the last few months we’ve consulted with tenants about changes to the tenancy agreement and listened to your feedback.

As a result, the tenancy agreement has now been updated. We wrote to you recently with the details and provided you with a copy of the new agreement to read and keep somewhere safe.

As a reminder, here are some of the main reasons we have updated the tenancy agreement:

• tomakethetenancydocument easier to understand • tochangethelayoutsowecanbe more efficient and use one version for all our tenants • totakeintoaccountchangesinthe law and changes in council policy • tomaketenants’rightsandour responsibilities clearer.

Below is a summary of what the key changes mean.

• Wecanchargetenantsforexisting services that we already provide and any new services that are introduced in the future.• Wecanforceaccesstoapropertyto carry out annual gas safety inspections without needing a court order.• Securetenantswhomoveandwere social housing tenants before 1 April 2012, have additional ‘succession rights’ (the right for someone to inherit a tenancy).• Wecanrecoverdebtsmoreeasily from former tenants who then

become tenants elsewhere in our council housing.• Wecanremoveitemsleftin communal areas.• Smokingininternalcommunalareas is banned.• Tenantsandtheirvisitorsmust dispose of rubbish correctly.• Clearerdetailsforwhenwewilland will not make repairs once a right to buy application has been submitted.

Please don’t worry about these tenancy changes. The changes do not affect any tenancy rights you have in law. These changes do not change the type of tenancy you have or mean that your tenancy is ending.

services you receive. There will be a cap so that no tenant will be charged more than the following amounts per week:

• December2018-£3• April2020-£3.50• April2021-£4• April2022-£5• April2023-fullcharge.

Theaveragechargewillbe£2.29perweekincreasingto£4.17byApril2023.Charges for some properties may be higher but will not exceed the cap that we have in place until March 2023.

Remember these charges only apply to residents who recieve additional services such as grass cutting or cleaning in communal areas.

Service charges will be paid along with rent payments. All affected tenants will receive a notice detailing the amount and when payment is needed.

THANk yOu FOR yOuR FEEDbACk We consulted with you about these tenancy changes and service charges. Around 100 responses to our initial proposals were received by phone, email and in-person at information drop-in sessions.

Your feedback has helped us to be aware of any concerns and finalise our plans. As a result, we have looked at the tenancy changes and service charges information to make it easier to understand.

You told us that you want to receive a good service that represents value for money. We have therefore agreed to spend some additional money to enhance the service that we provide and raise the standard of communal gardens. This one-off work will not be included in the service charge calculation as we will cover the costs.

FIND OuT MOREContact us if you are concerned about the tenancy changes or service charges. You can email us: housing.landlord@bournemouth.gov.uk or telephone the Tenancy Advice Team on: 08000 281870 or 01202 451915.

Visit our website for more information: bournemouth.gov.uk/tenantservicecharges

new service charges for some tenants

fire Safety advice fire Safety advice

10 11

Bournemouth Borough Councildoes not insure your furnitureand personal possessions.However we have teamed up withThistle Tenant Risks to offer youan affordable home contentsinsurance policy.

Protect your belongings against a whole range of risks and find peace of mind.For more information you can call Crystal Insuranceon 0345 450 7286Or visit www.crystal-insurance.co.ukYou can even request a member of the Crystal Insurance Team to call you back.

Terms & conditions, exclusions & limits apply. A copy of the policy wording is available on request.

The Crystal Insurance Scheme is a product name arranged and administered by Thistle Tenant Risks atrading style of Thistle Insurance Services Limited.  Thistle Insurance Services Limited is authorised andregulated by the Financial Conduct Authority FRN 310419. Lloyd’s Broker. Registered in England underNo. 00338645. Registered office: Rossington's Business Park, West Carr Road, Retford,Nottinghamshire, DN22 7SW.

If you have nohome contentsinsurance you

could be in for a shock!

It’s been over a year since the tragic Grenfell Tower fire. More than ever, fire safety issues are at the forefront in landlords’ lists of priorities. We are reviewing initial outcomes from the inquiry into the Grenfell tragedy and await the proposed changes to building regulations and any new Government advice. We will respond to any recommendations that are made as a result of the investigations.

REMINDERS FOR RESIDENTS IN FLAT bLOCkS Given the above, it’s worth reinforcing

some of the main messages around fire safety for residents living in flat blocks.

• Knowwhattodoifthereisafirein your flat block and create an action plan for you and your family - remembering the Stay Put policy (see below).

• Ifyouliveinaflatblockrefertothe fire safety information located on the back of your flat front door and any communal notices.

• InBournemouth,ourcouncilflat blocks have a ‘Stay Put’ policy which means if there is a fire elsewhere in the building you should remain in your flat until the fire service can rescue you safely. This is because in blocks of flats, the walls, doors and stairwells, are designed to manage fire and stop the spread of smoke. If there is a fire outside your flat or in another part of the building, you're usually safer staying in your flat until the fire service arrives, unless heat or smoke is affecting you.

• Ifyouliveinaflatblock,ensurethe communal areas are free from obstructions such as push chairs and buggies. These would cause difficulty for emergency services who attend and to those evacuating

essential fire safety advice

Each of our flat blocks has a ‘fire risk assessment’ which is reviewed regularly. These assessments are a way of identifying any improvements that are needed. We’ve recently started replacing fire doors in flat blocks, which involves replacing the front doors to flats.

In addition, there is a lot of other fire safety upgrade work that you won’t always see. This is because it takes place in service cupboards, loft spaces and utility rooms. On some occasions we may need to enter individual flats to access loft hatches to carry out work in the roof space. As a reminder, loft spaces are not to be used by tenants or leaseholders and remain strictly out of bounds.

fire safety improvement program

By max Underhill Senior Building Surveyor

should a fire take hold. If you see any clutter or obstructions in your flat block please report it to us. Contact the Tenancy Advice Team on 08000 281870 or 01202 451915.

• Ifthereisafireinyourflat,leavethe building and close your flat door behind you to prevent smoke escaping. Call the emergency serviceson999–ifpossiblemeet the emergency services on arrival to provide any information you can.

• Furtheradvicecanbefoundonour website that is specific to the type of property you live in. Visit: bournemouth.gov.uk/homefiresafety

Remember these few simple tips and take extra care this winter.

• Do not tamper with your fire doors or wedge them open, they are there to protect you and must be closed to assist in a fire situation.

• If you are considering making any alterations to your property always contact us prior to carrying out work.

• Never leave cooking unattended.

• Stub cigarettes out properly and dispose of them carefully.

• Don’t leave candles unattended.

• Don’t overload sockets and this Christmas, ensure you switch off fairy lights and unplug them before you go to bed or leave the house.

• Keep festive decorations, cards and wrapping paper away from candles, fires, lights and heaters.

Please take fire safety seriously. It could save your life.

fire safety advice for all homes

maintenance & cleaning home Improvement

12 13

Our Home Improvement Programme covers major works and upgrades such as kitchen and bathroom refurbishments, re-roofing and bedroom extensions. We carry out these works to ensure your homes are maintained to a good standard.

In these times of reduced funding, value for money is a really important issue. We want the budget available for improvements to stretch as far as possible. We therefore do everything we can to buy wisely and spend carefully.

We take your safety very seriously. As your landlord, we must follow strict guidelines and legal obligations to ensure homes and flat blocks are safe and sound.

There are five key areas of safety compliance that we must follow:

1. annual gas inspections2. water hygiene inspections3. electrical test and inspections4. asbestos management5. fire safety.

We survey properties for other hazards such as damp, pollutants, structural problems and more. Each property is surveyed every five years and any hazards are dealt with.

Please help us to keep your home safe by booking your gas inspections and other safety appointments with us, as soon as you receive your letter inviting you to.

Tenants and leaseholders, please also be aware of rules around home

alterations and the impact on the safetyofyourhome–seepage24.

Any leaseholder or tenant can contact us for a quote if inspection or repair work needs carrying out that is not covered under the Council’s responsibility.

Call the Repairs Centre for a quote on: 08000 281870 or 01202 458326. Or email: housing.repairs@bournemouth.gov.uk

Home News goes behind the scenes to discover what it’s like to carry out and manage planned grounds maintenance and cleaning work on council properties.

Spotlight on grounds maintenance and cleaning

Gary Ware started working for the Council over 17 years ago and works as a Cleaning and Grounds Maintenance Supervisor. Based within the depot and offices at Gloucester Road in King’s Park, Gary and his team look after council homes with communal grounds and gardens.

The communal grounds around flat blocks include footpaths, shared gardens and car parks. The team work in partnership with residents to keep the communal garden and areas well-maintained and safe.

Where possible, Gary ensures that any cuttings are reused and returned to nature. He said: “Everything is recycled, it’s brilliant. The cuttings and prunings are taken back to our depot and mulched up. Everything we pick up is put through a gigantic machine that chops it into a beautifully fine mulch that we then use.

“Grass cutting is done regularly on each site. We don’t remove the grass cuttings, as these will be recycled into the surface of the lawns as feed. This is more cost-effective and better for the environment.

“Hedge cutting is done at least twice a

Did you know?In the future, there will be information on your noticeboards detailing our standards for maintaining the external communal grounds of your block and for the cleaning of general needs flat blocks with internal communal areas for tenants.

year and the cuttings are taken away off-site. We do tree inspections and encourage tenants to report any dead trees or issues such as overhanging material. We ‘de-limb’ smaller trees and take the logs back to be chipped. These are then used at Queen’s Park Golf Course.

“We also ensure that hard surfaces such as footpaths and car parks are kept free from weeds. This is done once a month, depending how bad it is.”

Another valuable service Gary and the team provide is the monthly cleaning of the internal communal areas of flat blocks. All employees are trained, provided with the appropriate equipment and always comply with health and safety regulations.

REPORT ISSuES TO uSIt’s important for us to know about any issues in communal areas. Don’t rely on others to report problems - we don’t mind if we get multiple reports as it’s better than no one telling us! Please let us know as soon as you spot something. Telephone the Repairs Centre on 08000 281870 or 01202 458326. Alternatively, email us: housing.repairs@bournemouth.gov.uk

meet garY

By simon Percival Principal Surveying Manager

We’re improving your homes

By tom richer Senior Building Surveyor

Upgrades and home improvements take place as follows:

• Kitchensarereplacedevery20years.• Bathroomsarereplacedevery25 years.• Boilerreplacements–by2020allour boilers will be Grade A efficiency rated.

During inspections we may identify other areas of major work that are added to our programme of improvements. This could include structural repairs, re-wiring and chimney re-pointing.

The following works have taken place this year or are scheduled to be carried out:

• kitchen refurbishments: West Howe during 2018 and into 2019.• bathroom refurbishments: Bear Cross and Wallisdown during 2018 and moving into Winton in 2019.• window replacements: West Howe area during 2018 and into 2019.• Re-roofing: Northey Road phase two work is due to be finished in 2019.• LED lighting upgrades: energy efficient LED lighting is replacing fluorescent lighting in flat block communal areas. This is a long-term programme of work.

If your home is scheduled for any improvements, you will receive a letter at least 30 days before any work starts. A survey to determine exactly what work is needed, usually takes place.

Safe homes – help us to help you

Fine mulch

Tree cutting

The mulching machine

Cleaning flat blocks

tenancy

14

Working together for well-maintained homes

As your landlord, we have a duty to keep your home in good order. This includes carrying out annual gas safety inspections, electrical inspections every five years and outside decorating.

We will also carry out improvements for example new kitchens and bathrooms to make sure that our properties, and your homes, are of a good standard.

Here’s what we’re required to do:• repairthestructureandoutsideof yourhome–thisincludesdrains, gutters and external pipes• repairgas,electricityandsanitation– this includes basins, sinks, baths and toilets• repairheatingandhotwater–suchas boilers and immersion heaters.

contacting the housing service We want to give you great customer service. Our friendly and professional staff are trained to be knowledgeable about housing issues and services.

We have two teams who can help with your initial enquiries depending on the type of issue you have.

• Tenancy Advice Team–rent queries, tenancy issues and anti- social behaviour on 08000 281870 or 01202 451915. Email: housing.landlord@bournemouth. gov.uk or visit the housing desk in kinson Hub (Castlepoint drop-in no longer available).

• Repairs Centre–reportrepairs, book gas appointment inspections, get a quote for work that is a tenant or leaseholder responsibility on: 08000 281870 or 01202 458326. Email: housing.repairs@ bournemouth.gov.uk

Both teams help to free up time for our housing management and surveying teams to be able to deal with more in-depth issues that arise.

On occasions we may not get things

By Donna teague Senior Tenancy Advice Officer

council housing in Bournemouth

housing Annual report2017/18

Tenants and leaseholders work with us to assess our performance throughout the year, by:

• participatinginsurveys• attendingresidents’panelsandscrutinising different areas of the housing service• carryingoutreviewsofspecificserviceareas and recommending improvements• beinginvolvedwithconsultationsandgiving views and opinions about suggested changes to the service.

Find out more on page 19 about how you can get involved in the housing service.

Bought 5 properties for council housing, built

11 shared-ownership homes and had 14

new homes in development.

Spent £6.4 million on home improvements,

windows, kitchens, boilers, roofs

and more. Carried out 724 flat block

inspections, including full fire risk

assessments.

Helped tenants learn basic computer skills and understand how to claim

benefits online.

• Helped22 households

downsize to a smaller home.

In 2017/18

we:

Figures as at 31/03/18

4,354people on the housing

register for social housing

527leaseholders

5,100properties

welcome to our annual report, which gives you a snapshot of how we have performed over the last year. It’s an easy to read summary that highlights our successes and identifies areas where we will make improvements.

Did you know?We will charge when repairs are needed as a result of damage caused by tenants, their family members or visitors. We will also take legal action against those tenants that do not look after their property.

As a tenant, you play a vital role too. It’s important that you keep your property in good condition and this is set out in your tenancy agreement.

It’s your responsibility to clear blockages to sinks and baths, replace internal doors, door handles and repair broken windows.

Of course, you can ask us to do these sorts of repairs for you but there will be acharge–contactustogetaquoteforany of this work.

We rely on you to keep us informed. Please report any repairs to us as soon as you notice a problem, including issues in communal areas. Contact the Repairs Centre on 08000 281870 or 01202 458326.

By seamus Doran Tenancy Services Manager

right the first time. If this is the case, please let us know so we can learn and continue to improve our service to you. Contact either of our teams if we have got something wrong or you need to make a complaint.

Helped tenants in financial difficulty secure a total £48,954 in charity grants and other funds.

Supported 44 households to exchange

homes.

customer service• betterunderstandthereasonswhycustomerscontactus,sothatwecanmakerelevant information more easily available. This may include information on our website or printed leaflets.

• introduceanewtelephonesystemattheKinsonHubsothatwecanmanagetelephonecalls more efficiently.

52,336 2,914 179,472 32,217 50seconds

We're committed to training and providing work experience to local young people. In 2017/18, our housing team had 19 apprentices working for us in a wide range of work areas, including building maintenance trades, grounds maintenance, business administration and finance.

repairs carried out 20,799

kitchensrefurbished119

bathroomsrefurbished181

214 boilers replaced with energy efficient models

window replacement jobs carried out400

we’ve supported residents to continue to live independently in their home by carrying out

out of hours call outs - responding to emergencies such as water leaks and heating breakdowns.

1,750

228‘disabled adaptations’ such as stair lifts, external ramps and level access showers.

We willcontinue to place emphasis on fire safety, ensuring fire protection within our flat blocks is of an adequate standard.

satisfaction rate96%

home insulation replacements to ensure tenants

have warm homes

98

neighbourhoods and communitiesDid you know?

29*

days on average to re-let an empty property. This was

longer than expected as some properties

were returned to us in a poor state and some, such as

independent senior living bedsits, were

hard to let.

It took

302new

tenanciesissued

There has been an increase in work needed to properties when empty, to

ensure that they are at a good standard for new tenants. To increase resident

satisfaction and reduce inconvenience to tenants, significant repairs and

refurbishment takes place before new tenants move in.

As a result

97% of residents who have recently moved are satisfied with their new home.

724inspections to our flat blocks, with 656 defects resolved

20 injunctions issued and 1 eviction due to anti-social behavior

4 neighbourhood inspections resulting in 199 defects resolved

8tonnes of rubbish and 2 skips of metal recycled as a result of a community clean-up day in Townsend

We willreview our anti-social behaviour policy to ensure that it enables us to deal with these issues effectively and support victims as best we can.

Calls to Repairs Centre &

Tenancy Advice Team

visits to Tenancy Advice Team

at kinson Hub

Repairs Centre & Tenancy Advice

Team emails

Repairs Centre average call waiting time

Housing information

website views

lettings

repairs and home improvements

annual report 2017/18 annual report 2017/18

We will

• continuetore-letpropertiesassoonas we can, to ensure rent loss is further reduced and to get people off the waiting list more quickly.• continuetolookathowwecansupport new tenants.

We will

*excludes social services' lets

316 new anti-social behaviour cases opened

get Involved

19

annual residents’ meeting: 12 December, book now

Senior staff including our Director of Housing, Gary Josey, will be there to talk to you. On the day you can find out about:• howwespendyourrent• ourplannedmaintenanceprogramme• thethingswearedoingtomakeour income go further• informationforleaseholders.

Refreshments will be available during a

Have you booked your place at this year’s Annual Residents’ Meeting? It’s taking place on 12 December (afternoon) at Kinson Community Centre, Pelhams Park.

Rent, income and how we spend your money

Annual Report 2016/17

We will• continue to provide debt advice, early help and information to tenants who are in arrears.• further encourage residents to make use of the internet, learn basic computer skills and understand how to claim benefits online.

Where the money was spent

Total expenditure £27,591,525

Much of our spend in 2016/2017 went on maintaining, repairing

and improving your homes.

Most of the funding for your housing services comes from the rent that you pay, which is why it is important that rent is paid on-time.

• Our rent collection was 97.97% in the context of a difficult financial climate• Our Money Management Advisor has given debt and benefit advice to over 396 residents in financial difficulty.• 5 evictions took place for rent arrears.

Where the money came from

INCOME SOURCE

Rent and garage charges

Solar PV panels

Other income: chargeable repairs, service charges, leaseholder contributions, top up from reserves

Total Income

2016/17 (£)

23,168,688

717,909

3,704,928

27,591,525

Councillor Robert Lawton, Cabinet Member for Housing, said:

We remain committed to providinggood quality and well managed homesto residents in housing need. The housing service continues to work more efficiently and carefully spends and reinvests income to ensure tenants and leaseholders receive value for money services.”

Home Improvement Fund

£8,762,743New build homescontribution

£3,470,000

Tenant services and management

£6,510,376Interest payable on previous loans

£2,903,653

Ongoing maintenanceand repairs

£4,848,958Other expenses£1,095,795

32% 24%

18%

13% 11%4%

We work with residents to encourage tenants and leaseholders to help shapeourservices–it’saveryimportant part of what we do. Katherine is your new Resident Involvement Co-ordinator and she is excited to meet residents and hear your thoughts about the service you receive.

Our quarterly residents’ panel meetings give tenants and leaseholders a chance to look at the results of customer satisfaction surveys, discuss proposals and provide feedback to help us improve. We’re a friendly bunch and it’s a good opportunity to meet like-minded people.

This year our ‘involved residents’ have been in action, making

have your say on services

“Attending panel meetings means I feel well informed about the service and can better scrutinise any decisions”Roger Smithers, Involved Resident

rent, income and how we spend your money

Home Improvement Fund

£6,373,570Tenant services

and management

£6,679,086Interest payable on

previous loans

£2,206,300Ongoing maintenance

and repairs

£4,805,576Other expenses£4,652,559

New build homescontribution

£4,615,138

Where the money was spentMuch of our spend in 2017/18 went on tenant services, home improvements, repairs and maintenance.

total expenditure £29,332,229

7%

16% 16% 16%

22%

Where the money came fromINCOME SOuRCE

Rent and garage charges

Use of reserves

Other income: chargeable repairs, service charges, leaseholder contributions, solar pv panels

Total income

2017/18 (£)

22,937,022

4,339,570

2,055,637

29,332,229

councillor robert lawton, cabinet member for housing, said:

We remain committed to spending wisely and providing a well-managed housing service to tenants and leaseholders. By working closely with residents and giving people opportunities to get involved in the service, we can continue to make improvements and ensure our council housing provides warm, safe and good quality homes.”

Most of the funding for your housing services comes from the rent that you pay, which is why it is important that rent is paid on-time.

• Ourrentcollectionwas98% in the context of a difficult financial climate

• OurMoneyManagementAdvisorhasgivendebtand benefit advice to over 341 residents in need of help

• 6 evictions took place for rent arrears.

annual report 2017/18

• focusonhelpingtenantstoavoidgettingintorent arrears by providing clear information, encouraging tenants to get help early and continuing to provide debt and benefit advice.

We will

23%

recommendations for the cleaning and maintenance of communal areas inside and outside of our flat blocks. They have also played a key role in the consultation about tenancy changes and service charges.

Katherine said: “I want our residents to feel confident that we will listen to them and that we value their feedback and will act on it. We acknowledge that coming to meetings isn’t everyone’s cup of tea, which is why we are always happy to hear from you with different ideas on how you can get involved.”

Contact Katherine to find out more about attending meetings or any other ideas you have for getting involved. Telephone: 01202 458314 or email: resident.involvement@bournemouth.gov.uk

short break, whilst you can also browse our displays and chat to members of the team.

We may be able to help with transport and other out of pocket expenses, so please contact us to find out more. Spaces are limited so you MUST book your place in advance. Telephone: 01202 458314 or email: resident.involvement@bournemouth.gov.uk

“I like getting involved and being able to suggest ideas for improvements”

Lisa brooks, Involved Resident

By Katherine Lynas Resident Involvement Co-ordinator

We can issue foodbank vouchers

money advice money advice

20 21

easy ways to pay your rent

Rent payments need to be made fortnightly or monthly and in advance. Do you know about all of the different ways that you can pay?

• Youcanpayyourrentonline–visit our website to do this: bournemouth.gov.uk/pay• SetupaDirectDebit–givethe Tenancy Advice Team a call to get this set up• StandingOrder–contactyourbank to set this up• Useourtelephonepaymentline anytime of the day: 0330 08807966• Rentpaymentcardshavereplaced rentbooks–calltheTenancyAdvice Team to request a card.

Whilst a Direct Debit is our preferred option, setting up a Standing Order can also be a good alternative as you’re in control of the payments. Contact your bank or use internet banking to set up a Standing Order. You’ll need our bank details (listed below) and your payment reference number, which can be found on your rent letter.

Account Number: 21006622 Sort Code: 40-13-07

If you have any rent queries, contact the Tenancy Advice Team on: 08000 281870 or 01202 451915. Visit our website for more information: bournemouth.gov.uk/PayyourRent

could Karen help you?Karen Baker has been helping tenants with their welfare benefit and money worries since joining our team in 2013. If you’re struggling financially, talk to Karen. She is friendly, professional and knowledgeable. Here are a few cases where Karen has helped.

Mr Evans* sought Karen’s advice because he was unable to afford a new orthopaedic bed for his wife who has a disability. The bed which the couple were using affected their lifestyle as sleep was constantly interrupted as his wife was in pain. As Mr Evans has spent most of his career working for hotels and restaurants, a claim was made to a Hospitality Action charity. The charity approved the claim and a cheque was received for the cost of an orthopaedic bed.

Charitable funds are run by charities or organisations (such as energy companies) and give grants to people

Are you running out of money before the end of the month or finding it difficult to afford your bills? Did you know that we have a confidential and free Money Management Advice Service available for tenants?

in financial need who meet their eligibility criteria.

Mr Rahman* contacted us because he had an electricity and gas debt of around£500.Thiswaspartlyduetoafamily member who relied daily upon electricity for her kidney dialysis. Karen applied to an energy company’s charitable trust who agreed to pay a grant to pay off the debt. She was also able to help the tenant receive a substantial deduction on their sewerage bill and reduce their monthly expenditure.

If you’re struggling to afford your energy bills, you may be eligible to claim certain benefits and grants offered by the Government and energy suppliers.

Mrs Taylor’s* daughter telephoned to ask if Karen could visit her mother. The family were supplementing Mrs

unIverSal creDIt – find out more

Universal Credit is a monthly payment to help you with your living costs, if you’re on a low income or out of work. It is replacing the following benefits:

• ChildTaxCredit• HousingBenefit• IncomeSupport• Income-basedJobseeker’s Allowance (JSA)• Income-relatedEmploymentand Support Allowance (ESA)• WorkingTaxCredit.

Currently in Bournemouth, only new claimants (of working age) and anyone with a change of circumstance will claim Universal Credit. Universal Credit claims must be made online and you will need to set up your own email account if you don’t already have one.

There are changes being made to Universal Credit. Here is how you can find out more:• makeaUniversalCreditclaim and get further information online at: gov.uk/apply-universal-credit• telephonetheUniversalCredit helpline on: 0800 328 5644

If you are struggling with your finances contact me, Karen Baker, for advice - see next page for details of the Money Management Advice Service.

By Karen Baker Money Management Advisor

Are you struggling with your finances? Are you short of daily essentials such as food?

Bournemouth Food Bank helps local people in crisis and works using a voucher referral system. If you’re in need of help, contact us at the Kinson Hub as we can provide struggling families and individuals with a voucher that can be taken to the local foodbank. The foodbank will provide you with enough essential food to cover a minimum of three days.

If you are worried about your financial situation, then please do contact us. You can make an appointment to see Karen Baker, our Money Management Advisor. Telephone: 08000 281870 or 01202 451915.

Taylor’s pension as she could not afford her rent and Council Tax. Karen was able to advise Mrs Taylor that she was not claiming all the benefits she was eligible to receive. Consequently, Mrs Taylor was able to claim Pension Credit, which then made her eligible for full Housing Benefit and Council Tax support. This increased Mrs Taylor’sincomebyapproximately£500per calendar month.

Pension Credit is an income-related benefit. This tops up your weekly incomeifit’sbelow£163(forsinglepeople)or£248.80(forcouples).

Contact usMake an appointment for our Money Management Advice Service. Telephone: 08000 281870 or 01202 451915. You can also email: housing.landlord@bournemouth.gov.uk

*Names have been changed to protect identities.

By Adam frend Income Officer

homelessness lettings

22 23

There can be many benefits of downsizing, which include:

• reducedexpensesonheatingcosts and other household bills• lesstimeoncleaningsoyoucan have more time to do things you really enjoy• lessstressworryingaboutthe upkeep of a bigger home• financialincentivesandpractical help with the costs of moving house.

If you decide to downsize, our ‘Rightsize scheme’ could help you with:

• £500foreverybedroomreleased• £500removalgrant• reasonableremovalexpenses• helpwithconnectingwhitegoods• fivehoursofourhandymanservice for small jobs.

homelessness – our support and servicesRough sleeping - the most severe form of homelessness - has increased in recent years across England, and unfortunately Bournemouth is no exception.

We provide year-round support to help people who are sleeping rough address their issues and move them into suitable accommodation. A range of specialist teams work together to deliver direct support and accommodation services to help people come inside. Many people who are rough sleeping have other issues in addition to the need for housing, so the network of partner agencies and support services is essential.

Our council funded services include a rough sleeper outreach team, delivered by St Mungo’s. They are out and about each day, engaging with people who are sleeping rough, assessing their needs and supporting them into accommodation. On average,theteamhelps15peopleaccess appropriate housing each month. This team also delivers the local SWEP (Severe Weather Emergency Protocol) to ensure that every person rough sleeping in the area is offered shelter when severe weather poses a risk to life.

Thereareapproximately150supported accommodation bed spaces, available year-round, for homeless people in Bournemouth, as well as a ‘Housing First’ service, which provides accommodation and personalised support for long-term rough sleepers with the most complex needs.

Prevention is key to reducing homelessness and rough sleeping. Various services work with households to help them maintain their accommodation. Our Housing Options Team provides advice and assistance to all persons presenting as homeless or at risk of homelessness. Every month around 1,000 customers come to see our housing teams at the Town Hall.

In addition to this work, we recently bid forandwereawarded£387,500ofGovernment funding to help further tackle rough sleeping. Our action plan for this funding was recently highlighted as a good practice example in the Government’s national Rough Sleeping Strategy. Lots of additional work to enhance services for rough sleepers is now takingshape–andthereisstilllotsmore to do.

wORRIED AbOuT SOMEONE ROuGH SLEEPING? If you are concerned about someone roughsleeping,contactStreetlink–allinformation is passed swiftly to the local outreach team. Visit the website: streetlink.org.uk or telephone: 0300 5000 914.

By caroline roundhill Housing Strategy & Policy Manager

If you want to downsize you will be given priority on the housing register. You can apply through our Dorset HomeChoice website.

This is the way we allocate available properties, including housing association homes. Properties are now advertised daily but you don’t need to check each day.

The property advert will include the

the many benefits of downsizing

date that the advert will close, so you will be able to see when you need to bid by.

If you do not have access to the internet or need help with bidding, you may be able to join our ‘assisted biddingscheme’–contactusfordetails.

Visit the website: dorsethomechoice.org or telephone us on: 01202 451467.

Are you concerned about the finances and upkeep of a larger home? We can help if you’re thinking about downsizing to a smaller property.

tenancytenancy

24 25

Not only is this required under the terms of your tenancy, but it will help prevent you from making costly mistakes. One of the reasons it’s so important to get our advice is to check that your proposals don’t compromise your safety or the safety of others.

This is a key consideration for flat blocks and fire safety concerns. Remember, leaseholders as well as tenants need to get the necessary permissions from us.

Lots of things don’t need permission, such as decorating or putting up shelves, bathroom cabinets, curtain poles etc. You can also carry out minor

work to your garden like creating flower beds.

We consider all requests but won’t give permission where the alteration might be dangerous or detrimental to the property. Before carrying out any work you need to make sure that you have received our written permission.

If you do not have our permission then we may ask you to restore the property to its original condition, especially if the alteration is dangerous or breaches any planning or building regulations. If you do not, then we will charge you the cost of putting the property right. You could

also face legal action for breaking the terms of your tenancy.

All work should be carried out by a competent contractor. Work to gas appliances must be carried out by a Gas Safe registered engineer. Don’t forget you can ask the Repairs Centre to provide you with a quote for this type of work.

GETTING PERMISSION To submit a request, please write to us. We will need details of:• theworksyouareproposing• whowillbedoingthework(youora contractor)• theplannedlengthoftimethework will take to finish.

If you are proposing major changes, we will need a sketch of the plan. Once we have this information we will pass your request onto one of our surveyors to deal with.

Freepost RTKS-RYTZ-ZAGLHousing Management (The Kinson Hub),Bournemouth Borough Council,Town Hall, Bournemouth. BH2 6DY

FIND OuT MOREContact the Tenancy Advice Team for more information on: 08000 281870 or 01202 451915 and email: housing.landlord@bournemouth.gov.uk

If you’re thinking about doing some alterations or improvements inside or outside your home, it’s important to speak to us before arranging or carrying out any work.

Want to make changes to your home? Seek our advice first

anti-social behaviour – let’s talkWe all want our neighbourhoods to be safe, with a good sense of community. Unfortunately, neighbour disputes and anti-social behaviour can arise.

Anti-social behaviour comes in many forms. It can be anything from ‘low-level’ persistent nuisance to serious violence and other criminal behaviour.

Examples of low level anti-social behaviour (ASB) include:• apropertyorgardenbeingkeptina poor condition• noisenuisancefrompets,occasional loud music or parties• misuseofcommunalareasorpublic space• parkingissues• carrepairs• problemswithrubbishandlitter.

wHAT SHOuLD yOu DO AbOuT LOw-LEvEL ASb?Talk to the person causing a problem as they may not even realise that their behaviour is unreasonable. It is important to tell them as politely as possible that their behaviour is affecting you. Do not become angry or confrontational, as this may make matters worse. Try to think how you would like to be approached if someone had a problem with something that you were doing.

wHAT CAN bE DONE IF THE PRObLEM CONTINuES?Contact our Tenancy Advice Team in confidence if the situation does not improve.

We will need to ask you some questions to establish the details and then, with your agreement, investigate your allegation. Our team will give you advice, so you know what we will do and what you need to do.

wHAT wE CANNOT DEAL wITHWe can only deal with behaviour that unreasonably affects your enjoyment of your home, garden and neighbourhood. Some problems are not classed as anti-social behaviour and we cannot investigate. For example, normal

levels of everyday noise, children playing, cooking odours, lifestyle clashes. If you are experiencing these types of problems, speak to the person involved.

We will not normally get involved in these types of situations unless there are some practical steps that we can reasonably be expected to take.

We may suggest a Neighbour Relations Service referral (mediation) to help you reach an amicable solution with the other person.

Contact the Tenancy Advice Team for more information on: 08000 281870 or 01202 451915. You can also email: housing.landlord@bournemouth.gov.uk

By Donna teague Senior Tenancy Advice Officer

By seamus Doran Tenancy Services Manager

You don’t need our permission to decorate

26 27

Senior living

We believe that older people should be able to continue to live independently within the community for as long as they wish to do so. As such, we have a selection of ‘senior living’ properties including unfurnished flats, bungalows and studio apartments across the borough.

Senior living schemes offer older tenants the opportunity to maintain their independence. Our accommodation benefits from the Careline service and either a site visiting Independent Senior Living Officer or a Housing Officer available by telephone.

The role of our Independent Senior Living Officer recently changed to manage the scheme, support tenants with more complex issues and deal with emergency situations. These changes have been well received by residents who are pleased that they

neWS In BrIef

help and support for our senior living tenants

By Jennie hardy Senior Housing Officer

careline

A tailor-made service using a wide range of telecare equipment to help your loved ones maintain their independence.

Our equipment helps you with:

• Dementia• Falls management• Medication management• Safety and security

Help at the touch of a button

FREE demonstration:

01202 452795

Covering all BH Postcodes

£10INSTALLATION COST

WITH THIS ADVERT

OFF

careline@bournemouth.gov.uk bournemouth.gov.uk/careline

careline celebrates 30 years of helping residents

To mark this year’s special anniversary, Careline’s longest serving customer and staff member each received a bouquet of flowers from Councillor Robert Lawton, Cabinet Member for Housing. Lisa (pictured right) has been working for Careline ever since it

Bournemouth’s Careline service is celebrating 30 years of helping residents remain independent in their own home.

started in 1988, whilst local resident Margaret has been making the most of the service over the last 30 years.

Many of you already know about Careline, especially if you live in a senior living scheme. For those of you whodon’t,thisserviceprovides24-hoursupport at the touch of a button. The service links through to fully trained staff who are on hand to ensure appropriate help is arranged. Careline offers a range of equipment including alarms, fall detectors, smoke, heat and flood sensors and medication reminders.

The service is not just for older people and can help people whatever their age, disability or health issues.

new facilities and improvementsWe are replacing buggy stores, used for mobility scooters, at Surrey Court and Talbot Woods Court. A new storage facility is also being built at Alumhurst Road with additional storage at Spicer Court. Other improvement works include fitting power-assisted doors at Springbourne Court and plans for energy-saving LED lighting across all senior living schemes.

Stair climber available for useWe are purchasing a stair climber that will enable residents to get upstairs, should there be any problems with the lifts at one of our senior living schemes. A climber was recently trialled at a scheme where the lifts failed for several weeks and was found to be of great benefit.

Spicer court bin storageWe’ve been made aware of accessibility issues to the current bin storage area at Spicer Court. We have listened to tenants concerns and are now changing the layout of the car park and bin store.

community activitiesSenior living residents enjoy regular activities such as bingo, games evenings, barbeques, film afternoons, book clubs and fish and chip dinners to name a few. Tenants wanting to arrange a function at their scheme, please speak to your Independent Senior Living Officer for information on the availability of facilities.

can now access assistance from the Kinson Hub when their officer is not on duty.

If you’re a senior living tenant, don’t forget that you have the Tenancy Advice Team at Kinson Hub on hand to answer any queries or concerns that you may have. Our friendly and professional team can help with rent queries, tenancy issues, or problems with neighbours. Telephone: 08000 281870 or 01202 451915. You can also email: housing.landlord@bournemouth.gov.uk

You still need to report maintenance issuesintheusualway–directlytotheRepairs Centre, including issues relating to communal areas. There’s no need to wait until the Senior Living Officer is on duty, contact the Repairs Centre on: 08000 281870 or 01202 458326. You can also email: housing.repairs@bournemouth.gov.uk

Did you know?Careline started out as ‘BLEEP’ and was a service for council tenants living in senior living schemes. The service later expanded to private customers tooandtodayCarelinehas3,225customers across the ‘BH’ and ‘SO’ postcode areas.

By sabrina mccoubrey Careline & Telecare Promotions Officer

For more information telephone: 01202 452795, email: careline@bournemouth.gov.uk or visit our website: bournemouth.gov.uk/careline

Councillor Robert Lawton with Lisa

gardeninggardening

28 29

ready, steady, grow!The awards were given during two sizzling days in July, when our expert judges visited 33 gardens and outside spaces from across the borough. A variety of entries were received from small balconies to large communal gardens and everything in between.

Some entries were vegetables only, but most were full of flowers and ornate shrubs. The scoring criteria for the hotly-contested awards covered a diverse range of factors such as overall design and appearance, choice and quality of plants for all

Green-fingered tenants and leaseholders have won a spade full of awards at our blooming fantastic annual gardening competition.

advice on treesIf you plant trees, shrubs and plants, think how big they might grow and whether they’re suitable for the space.

Before you decide to remove any trees on your property please contact us for advice. Some trees are protected by tree preservation orders. We will not cut down trees unless they are dangerous, encroaching or diseased.

year-round interest, health of plants, cleanliness and tidiness of garden and lack of weeds.

The eagle-eyed judges were also looking for entries that considered the environment, such as plants that attract birds and insects.

Thank you to everyone who took part. Our panel of judges included Mark Warner and Gary Ware from our Grounds Maintenance team along with tenant gardening enthusiasts Dave Sheppard from Townsend and Julia Saunders from Westbourne.

We want you to take part in the We

By gary Ware Grounds Maintenance

Dave Sheppard

“People live stressful lives and gardening is the ideal solution for de-stressing. It’s therapeutic and you have wonderful produce at the end of it!”

We want you to take part in the gardening competition because we know it gives you a sense of pride in where you live, and hopefully it encourages your neighbours to have a go at gardening too.

The judges awarded the following accolades and prizes:

8 GOLD vouchersworth£2019 SILVER vouchersworth£156 BRONZE vouchersworth£10

All entrants received vouchers for spending at Cherry Tree Nursery in Northbourne and a certificate as a thank you for their efforts to enhance their neighbourhood.

2019 COMPETITION DETAILS So why not get your garden up to scratch and enter next year’s competition? You don't need to be an expert gardener. You don't even need a big garden - just enough space for some pots or containers, and some

colourful ideas to brighten up your outdoor space.

Full details of the 2019 gardening competition will be advertised in the spring with information being sent out with your April rent statement. Judging will take place in July 2019. We look forward to seeing next year’s blooms.

out and aboutrecycling & Waste

30

Become a volunteer at Kingfisher BarnPlease help us to support Stour Valley Local Nature Reserve. Whatever your skills, we need friendly and enthusiastic people to support us. There are a whole range of volunteering opportunities and lots of reasons to get involved.

The benefits of volunteering include:• learningnewskills• makingnewfriends• enjoyingtheoutdoors• helpingthecommunity.

Here are a few ideas for how you can help…

visitor Centre Would you enjoy meeting people and providing helpful information about the

Stour Valley Local Nature Reserve? We need help in our shop and with events, which range from pond dipping and health walks to craft activities and local history.

wildlife GardenFor green fingered volunteers, there is the chance to help with the maintenance, care and development of our wildlife garden and nearby flower meadow and orchard.

Specialist skills?If technology is your thing then we need help with updating our website and social media plus filming, editing and photography.

If you’re interested to know more, pop

healthy parks, healthy you ‘Parks in Mind’ is a new initiative providing nature conservation and other outdoor activities in Bournemouth’s beautiful parks and open spaces to deliver health and wellbeing benefits to the people taking part.

There are free volunteering opportunities suitable for anyone looking to improve their health, meet new people and learn new skills. The emphasis is on providing a relaxed and friendly atmosphere while taking part in practical and sociable outdoor activities to improve the environment.

31

Parks in Mind also includes elements of nature study, art in the environment, relaxation and confidence building workshops. You choose the activities you want to take part in and work to your own limits. No prior knowledge is required - you can learn from both the project leaders and the other people taking part.

We run weekly Parks in Mind sessions at:• HorseshoeCommon:Tuesdaysfrom 2pmto4:30pm• ShelleyPark,Boscombe: Wednesdays from 10:30am to 2pm.

By cathi farrer Bournemouth Parks Foundation Manager

By richard hesketh Volunteer and Education Co-ordinator

Do your bit and make sure you’re recycling the right things

wHAT CAN GO IN THE RECyCLING bINS Items that can be recycled include: cardboard, glass bottles and jars, paper, cartons, plastic packaging (bottles, pots, tubs and trays) and household metal packaging (cans, aerosols and foil).

Anything that can’t be put in your recycling bin should go in the general waste bin.

AvOID ‘CONTAMINATING’ yOuR RECyCLING bIN If the recycling bin has a yellow ‘oops sticker’ on it after collection, we are unable to empty it. This will be because items that can’t be recycled have been placed in the bin.

If items we cannot accept go into the recycling lorry, whole loads of good recycling may be rejected. For this reason, our collection teams check the recycling bins and won’t empty bins if they are contaminated.

If this happens a yellow ‘oops’ sticker will be placed on the bin. The sticker explains how to arrange for bins to be emptied. Anyone can report a contaminated bin. If you see it, report it.

The risk of contaminated bins and ‘oops stickers’ is higher when bins are used by more people, for example larger shared bins. It is important that everybody puts the right waste in the right bin.

We’ve recently visited senior living schemes and have been working with tenants to help address issues where regularly contaminated recycling bins

Over 60% of Bournemouth’s waste can be recycled. Once collected your recycling is sorted and recycled into brand new products such as food packaging, newsprint or drainage pipes.

had become a problem. Many tenants were grateful for the information we gave. During our visit, we also renewed the information stickers on the bins to remind people what can and can’t be recycled.

When a communal bin is contaminated, anyone from the block can call us to report it and have the bin emptied. Don’t rely on someone elsecalling–ifyouseetheproblemplease report it.

You can find lots more information on our website: bournemouth.gov.uk/recycle or call us on: 01202 451199.

Did you know?You can arrange a special collection for large waste items and we will collect things like old sofas, fridges or washing machines for a charge.

Alternatively, you can take bulky items to Millhams Community Recycling Centre. Or, there are many local charities who may take furniture and household items for free. Visit our website for more information: bournemouth.gov.uk/binsrecycling

By sarah speakman-Jones Senior Waste & Resource Officer

We haven’t emptied your recycling bin because there are things in it that we can’t recycle – e.g. textiles, food, plastic bags, wood, polystyrene or garden waste.Please take out these items so we can empty your bin on

your next recycling day.If you can’t remove them, report itat bournemouth.gov.uk/missedbin& we’ll empty it on your next rubbish collection day.

bournemouth.gov.uk/whattorecycle

Did you know?Bournemouth Parks Foundation is a local charity working with the Council and Public Health Dorset to deliver the ‘Parks in Mind’ initiative.

We also run activities at other parks across Boscombe and Bournemouth. Visit the website to view the Parks in Mind programme of events to see exactly where we'll be each week.

Find out more: bournemouthparksfoundation.org.uk or call us on: 01202 451513.

into Kingfisher Barn Visitor Centre (Granby Road, BH9 3NZ) and talk to one of the staff. Or apply today by emailing me: richard.hesketh@bournemouth.gov.uk

contact uS

Email: housing.repairs@bournemouth.gov.uk

council housing repairs*(including emergency out of hours repairs)

08000 281870 or 01202 458326

tenancy Advice team*(including rent, tenancy and anti social behaviour issues)

08000 281870 or 01202 451915Email: housing.landlord@bournemouth.gov.uk

other useful council telephone numbersCareDirect(socialcare) ...................................................................01202454979Children’sInformationService..........................................................01202456222CouncilTaxbills ................................................................................01202451597 HousingbenefitandCouncilTaxreduction**....................................01202451592Litter,fly-tippingandgraffiti............................................................... 01202451199 Parkingenquiries ..............................................................................01202454721 Rubbishcollectionandrecycling....................................................... 01202451199Roads,pavementsandpotholes ...................................................... 01202451199Streetlighting.................................................................................... 01202451199

*Ourfreephonenumberisfreefrommostlandlinesbuttheremaybea charge for mobile phones in particular, so please check with your phone provider. We also have landline telephone numbers which can be used as an alternative. For other council enquiries please call the main switchboard on: 01202 451451 or email: enquiries@bournemouth.gov.uk

Housing Landlord ServicesThe kinson Hub, wimborne Road, kinson bH11 9AwOurofficesareopentothepublic, MondaytoFridayfrom9amto5:15pm. Evening appointments also available on request.

**For other benefit enquiries call 0800 0556688 (free from a BT landline)