wolverhampton homes

Pocket Guide 2010/11

Wolverhampton HomesRegistered Office:Hickman AvenueWolverhamptonWV1 2BYTel: (01902 )556789Fax: (01902) 553055Minicom: (01902) 551822www.wolverhamptonhomes.org.ukVat No: 864 9982 52

External AuditorsBaker TilleyInternal Auditors:MazarsBankersCo-operative Bank plc

Chief Executive:Lesley RobertsSecretary:Philip Toni

Wolverhampton Homes Limited, a companycontrolled by Wolverhampton City Counciland limited by guarantee.Registered in England and Wales No:5441967

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Contents

PageWolverhampton Homes 4

Wolverhampton Homes Board andManagement Team 5

Information on Service Areas 7

Investing in the Future 19

Facts and Figures 21

Governance 24

Customer Feedback - Complaints andCompliments 26

Glossary of Terms 27

Main Offices 30

Contacts 33

Useful Contact Numbers 38

Useful websites 42

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Wolverhampton Homes

Mission:Providing people focused, excellentservices and good quality housingaccording to individual needs andchoices wherever possible

Vision:Being the landlord of choice inWolverhampton and supportingsustainable communities

Values:Putting the customer first, workingtogether, being progressive andinspirational, embracing learning.

In relation to the homes it manages, theactivities carried out by WolverhamptonHomes include:● management of the Housing Register,

Homes in the City● reletting empty homes● rent collection and arrears recovery● tenancy and estates management● caretaking and concierge services● management of leasehold properties● home sales● telephone and face-to-face customer

contact services● tenant and leaseholder involvement● management of garages● maintenance of properties – asset

management planning, preparing andmonitoring the investment programme,planned and cyclical maintenance andresponsive repairs

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Wolverhampton Homes Boardand Management Team

Graham Dodd

Tenant Members

Ann RamsbottomSue Roberts Chair

Sue Constable

Tersaim Singh

Steve Evans

Council Members

Peter Wilson

Gary Taylor

Hazel Keirle

Liz Ashwell

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Senior Management Team

Sue KunynecDirector of Human Resources

Kevin Fearon

Dr Peter Knight Shaun Philpott

Gurbux Singh

Dr Mary GriffithsVice-Chair

Independent Members

Margaret WrightDirector of Performanceand Customer Services

Mark HendersonDirector of Housing

Philip ToniDirector of Finance

Lesley RobertsChief Executive

Shaun AldisDirector of Property Services

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Information on Service Areas

Area Maintenance Teams – we have tworesponse repairs teams, one in the south ofthe City (based at Parkfields) and one in theNorth of the City (based at Chetton Green).These teams undertake all responsiverepairs and zoned repairs including gas andelectrical work and aim to complete repairsin one visit. Our electrical services haveNICEIC registration and our gas servicesare Gas Safe Registered. The AreaMaintenance Teams complete all routine,urgent, emergency and programmed repairsto all properties and communal areasmanaged by Wolverhampton Homes.

Communication - The CommunicationsTeam supports both Wolverhampton Homes’internal and external communications.Internal communications includes staffnewsletters, e-bulletins and externalcommunications includes media relations,tenants' newsletter, posters and leaflets,briefings, conferences etc.

Community Partnerships Team – ourCommunity Partnerships Team includestenant participation and equality anddiversity. We are actively working to getmore tenants and leaseholders involved inshaping our services through a variety ofways including ‘get together’ meetings. Theequality and diversity team supports staffand service users on all equality matters.The team is responsible for monitoring andreporting performance on equality and

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diversity to Wolverhampton Homes’ Boardand the City Council and works to ensureequality and diversity is mainstreamedacross all services provided byWolverhampton Homes.

Contracts and Compliance - responsiblefor the commissioning and procurement ofthe repairs service on behalf ofWolverhampton Homes. It manages and co-ordinates the Wolverhampton Homes’capital programme including 'non domestic'assets and undertakes large scale complextechnical schemes, for example:- legionella,structural work, servicing and repair ofpassenger lifts, flatted estate fire preventionstrategy and Tenant ManagementOrganisation retained responsibilities. Theschemes and work undertaken are fundedfrom both capital and revenue budgets. Theprovision of gas servicing to our housingstock are managed through the central teamwhich also maintains the smoke alarms.

Customer Services - this divisioncomprises a telephone contact centre,‘Homes Direct’; the resource planning team,which manages repairs appointments; andsix one stop shops (City, Bilston,Wednesfield, Low Hill, Merry Hill and HeathTown) for face-to-face enquiries.The contact centre, Homes Direct, is ouroverarching contact point and deals with alltypes of housing and repair enquiriesreceived by phone, fax, e-mail, web,

Information on Service Areas continued

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minicom and text. Our aim is to deliver allfront-line customer services to a consistentstandard and to deal with as many enquiriesat first point of contact. The One StopShops deal with all types of housingenquiries, payments and have courtesyphones for reporting repairs and contactingCouncil services. There are two one-stopshops (City and Bilston) where enquiriesand cash payments are separated to speedup transaction times and also providecomputer kiosks for on-line transactions.

Decent Homes – is responsible formanaging the delivery of the Decent HomesProgramme by our three partners. TheWolverhampton Homes’ team includesconstruction, housing management andhealth specialists in order that it canrespond to technical issues whilstmaintaining a focus on the needs of thetenant affected by the works being carriedout in their home.

Finance Management – is responsible forthe Value for Money Strategy and theannual Value for Money action plan.Management the company’s mainframesystem of FMIS, operation of the bankaccount and all of the company’s financefunctions. These include systems, financialtraining, treasury management, monitoringof budgets, income and expenditure, annualbudget, setting and production of companyaccounts and administration and payment ofall taxation and pensions.


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Governance – supports the Board andChief Executive and provides administrativeand secretarial support to SeniorManagement Team members.The Governance Section facilitates boardmeetings, committee and panel meetings. Itis also responsible for the training anddevelopment of Board members. Thissection provides a reception point atHickman Avenue, which includes distributionof post and ordering of stationery for thewhole organisation.

Health and Safety - co-ordinates Healthand Safety matters, carries out auditsincluding landlord duties andresponsibilities, undertakes training andinduction and provides advice on health andsafety issues. It promotes a positive healthand safety culture that allows staff,contractors and customers to operate safelyand eliminate risks to their health. Itundertakes risk assessments withmanagers, conducts accident investigationsand provides awareness training on a rangeof topics e.g. asbestos, manual handling,first aid.

Housing Operations - responsible for themain landlord functions of WolverhamptonHomes at an operational level● Concierge Service - Responsible for

maintaining our high rise flatted estates24 hours a day, 7 days a week.Concierge teams provide a local customer


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service undertaking CCTV surveillance,daily fire and health and safety checks,complete security patrols on estates toensure they are clean and safe and carryout general maintenance and cleaningworks, fire safety inspection and cleaningduties in communal areas.

● Estate Services - responsible for ourlocally based caretaking service includinginspections of estates, rubbish removal,removal of graffiti and cleaning as well asmanaging the delivery of the groundsmaintenance and arboricultural servicesfor Wolverhampton Homes managed landvia our appointed contractor ContinentalLandscapes.

● Homes Sales and Leases – deal with allaspects of the Right to Buy scheme forcouncil homes as well as themanagement of leasehold flats (flatspurchased under the Right to BuyScheme) and commercial premises(shops). It is also responsible for theTenants Home Contents InsuranceScheme. The leasehold section also offerLeaseholders the opportunity to buy intoour gas servicing programme.

● Lettings – manage Homes in the City, achoice based lettings scheme on behalf ofWCC. Advertises homes “Estate AgentStyle”, including RSL nominations, a smallnumber of RSL properties and privatelandlord scheme properties. Ensure thathomes are let quickly reducing rent loss


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and that feedback is available on homespreviously advertised. Supportsapplicants to join HITC and bid for homesand offers housing option advice.

● Rents Management - responsible for thecharging and collection of rents andsupports our housing teams in thecollection and recovery of rents.Develops strategies and partnerships tohelp tenants meet their obligations withregard to rent and to promote financialinclusion. Examples of partnershipsincluding Housing Benefits, Credit Union,advice, welfare benefit and supportorganisations. The team represents theorganisation in court proceedings forrents, collects former tenant debt andother housing charges.Operates annual rent review, arrearsfortnights and regular rent statements.The team also produces performancemonitoring statistics for all aspects of rentcollection and carries out prioritymanagement work.

● Tenancy and Estate Management - theteams are responsible for tenancy andestate management landlord functionswork to ensure that all aspects of thetenancy agreement tenants are beingmet. The teams deal with arrears andincome collection, respond to complaintsof anti social behaviour and address othertenancy breaches in relation to the


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occupation and condition of both propertyand gardens.In conjunction with partner agencies, theteams also conduct Estate Inspectionswhich look to improve the standard ofestates by the use of Estate Inspectionand Minor Works funding.Tenancy and estate management teamsalso work proactively and in partnershipwith key agencies to support vulnerabletenants to sustain their tenancies.

● Voids – responsible for surveying allempty homes, co-ordinating and carryingout repairs on empty homes to prescribedtargets particularly the lettable standard,within pre-determined timescales.Ensures that all Health & Safetylegislation is adhered to, carrying outinspections to ensure prospectivecustomers are aware of the energy ratingwithin their new home. Carries out pre-leaving inspections on 100% of propertieswhere the tenancy is coming to an endand the current tenant will be vacating.

HR Policy, Learning and Development -the team develops, organises andundertakes training and developmentactivities that support business objectivesincluding the management and leadershipdevelopment programmes and corporateinduction. The team also commissionsexternal training, NVQ's and externalcourses. The team develops and revisesHR and learning and development policies


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and designs and implements employeesurveys and consultation methods. Theyalso manage the Decent Homesemployment and training activities and ourNational Skills Academy for constructionstatus.

Human Resources Operations - providesa day to day Human Resources servicewhich promotes and maintains goodemployment practices which are fair andconsistent and provide equality ofopportunity for all staff. The HR team dealwith all staff terms and conditions such asjob roles and grades, holiday entitlementsand pay. It includes functions such asorganisational change, recruitment,management of attendance, discipline andgrievance and capability procedures.The HR Team also work closely with theOccupational Health Nurse who is on sitethree half days a week to give advice andsupport on medical matters to employeesand also in promoting Well Being Initiativesacross the organisation.

ICT – responsible for taking forward ITwithin the organisation by identifying newopportunities to use IT for the benefit of thebusiness. Developing and maintainingservices/systems to meet organisational andcustomer needs. Support of over 20 sitesincluding desktop support for all officebased staff, operation of Northgate andmobile working. Also responsible for


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facilitation of ICT training, scanning servicesand document retrieval.● Support Services - scans documents

such as housing applications and tenancyagreements onto scanfile for all districtoffices. Details of successions,exchanges and ASB cases are alsoadded to records which can bereproduced for legal purposes.

Materials Management – supply ofmaterials is provided by Travis Perkins.

Policy & Performance Section is part ofthe Performance and Customer ServicesDivision and supports service improvementacross the whole organisation through theBusiness Improvement Team, CustomerFeedback Team and PerformanceMonitoring Team, as follows:● Business Improvement team -

maintains Wolverhampton HomesManagement System & Document Libraryand accreditation of it to the ISO9001.They help develop procedures and auditthe effectiveness of these and complianceto ISO standard. The team also supportsthe organisation’s ISO14001(environmental) standard.

● Customer Feedback Team – managescompliments & complaints, memberenquiries, appeals, petitions and enquiriesfrom the Local Government Ombudsman.In addition the team is responsible for thecollation and analysis of all customersatisfaction surveys.


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● Performance Monitoring Team -monitors performance across wholeorganisation. Responsible for verifyingmethodologies for collection of allperformance indicators, and accuracy ofdata. Works with the finance team onbenchmarking Wolverhampton Homesagainst other social landlords throughHousemark and other benchmarkingservices. Liaises with Wolverhampton CityCouncil on progress made againstWolverhampton Homes annual deliveryplan.

Procurement and Asset Management -responsible for the commissioning andprocurement of the repairs service on behalfof Wolverhampton Homes. It manages andco-ordinates the Wolverhampton HomesCapital programme including 'non domestic'assets and undertakes large scale complextechnical schemes, for example:- legionella,structural work, servicing and repair ofpassenger lifts, flatted estate fire preventionstrategy and Tenant ManagementOrganisation retained responsibilities.The schemes and work undertaken isfunded from both Capital and Revenuebudgets.

Projects Section – this team manage ourmajor and minor contract work to housing.They also deliver planned improvementprojects such as heating replacements andexternal improvement work large fire


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damage repairs, extensions and other non-response repairs. The section carry out theinstallation of adaptations for disabledtenants using our own specialist installationteam. The Asbestos team is also basedwithin the Projects Section and is an HSEapproved licensed contractor andundertakes asbestos removal,encapsulation and other specialist asbestosrelated work for Wolverhampton Homes,Wolverhampton City Council and otherexternal organisations. The section isbased at Tarmac Road.

Stock Investment Section – develops andmanages the Decent Homes Programmedelivered by our three partners.Co-ordinates all programmes contributingto Decent Homes. Manages thedevelopment and standardisation ofspecifications for all maintenance andimprovement activities.

Tendering & Commercial - prepares andsubmits prices for construction relatedwork to Council dwellings including minorworks schemes, disabled adaptations,structural repair works, fire damagerepairs, etc. Monitors and carries outreviews of schedule of rates used forinternal and external charging. Preparesinvoices and accounts for work carried outfor external customers, such as minorworks, capital schemes and specialistservices.


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Transport – co-ordinates WH replacementvehicles, works with managers to maximiseefficient use of vehicles and works with thetransport provider to improve on fuelefficiency. Maintains vehicle records andprovides information to operational teamson vehicle service schedules, agree costsand approves all work chargeable.


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Investing in the Future

Wolverhampton Homes launched its DecentHomes Programme in 2007, with the aim ofensuring that all Council properties meet thedecent homes standard by the end of 2012.Communities and Local Governmentdepartment (CLG) provided the fundingrequired (£288m) to meet the DecentHomes Standard. Wolverhampton Homesappointed three contractors to carry out theDecent Homes work:● Bullock Construction● Frank, Haslam, Milan● Thomas Vale ConstructionTo pay for the provision of its landlordservices for Wolverhampton’s councilhousing stock, Wolverhampton Homesreceives a management fee from the CityCouncil. Wolverhampton Homes collectsrents and service charges on behalf of theCouncil.In addition to the CLG funded DecentHomes Programme other housing capitalinvestment is provided through an annualhousing capital investment programme.Wolverhampton Homes focuses onbusiness effectiveness and customerservice and emphasise these dual aimsthrough its business planning processes.Our performance is monitored byWolverhampton City Council and the CLG,but most importantly by the tenants andleaseholders who are the customers of ourservice.

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It is vital that Wolverhampton Homes setsclear, stretching but attainable targets andgoals that meet the aspirations and needsof our customers, stakeholders and staff.

Investing in the Future continued

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Facts and Figures

Facts and figures – Wolverhampton Homesthrough its local offices manages 20,988tenancies (as at July 2010). We alsomanage 5,122 garages of which 2,962 arelet, and 257 shops.We spend approximately £17 million a yearon repairing council properties and ensurethat every council gas appliance is servicedannually. Homes Direct receives over290,000 calls annually. The categories ofresponse repairs and timescales are listedbelow:Emergency2 hours, 24 hours, same dayUrgentto be completed within 5 working daysRoutineto be completed within 20 working daysZonedto be completed within 90 calendar days

We have approximately 714 employees (atAugust 2010).We collect £80m a year in rent and servicecharges and take recovery action whenaccounts fall into arrears.We provide a wide range of ways to pay.Direct Debit is Wolverhampton Homespreferred method of payment. Over 2,500customers have chosen to pay their rent thisway.All of our high rise flatted estates arecovered by the Concierge Service whoprovide surveillance and monitoring services

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24 hours, 7 days a week and undertakedaily health and safety checks at each ofthe 48 high rise blocks. There are currentlynine concierge offices, with each estateallocated a team of officers reporting to asite supervisor operating throughout a 24hour shift rota. They maintain the securityof the blocks of flats by using CCTV anddoor entry systems, and complete someminor repairs in tenants’ flats and communalareas. Concierge officers remove rubbishand/or arrange for collection. They cleancommunal areas when required and providegeneral customer advice on the estate.Continental Landscapes working inpartnership with Wolverhampton Homescuts 23 million square metres of grassthroughout the year (equivalent to 3,245 fullsize football pitches), and are responsiblefor approximately 150,000 trees generatingover 2,000 tree enquiries. We respond to3,300 reported incidents of fly tipping,removing over 600 tonnes of rubbish, andhave responded to over 160 reportedincidences of graffiti. We have cleaned over15,000 communal landing/foyer.Our Equalities and Diversity Sectionfacilitates the Equality and diversity steeringgroup and provides support to officersdealing the racial incidents.In conjunction with the Social ServicesDepartment, we adapt properties for peoplewith disabilities in Council and privateaccommodation.

Facts and Figures continued

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From 1 April 2009 to 31 March 2010 wehave carried out 359 new disabledadaptation installations to council properties,969 disabled adaptation repairs, 389 privateadaptations, and installed 472 level accessshower trays. This work can range from thesupply and fixing of a simple grab rail, step,ramp or hardstanding to completerefurbishment of bathrooms.

During the Decent Homes Programme wewill spend £288m between 2007 and 2012on improvements including 16,000 kitchens,10,000 bathrooms, 18,000 rewires and8,000 heating systems, plus external andenvironmental work.

Facts and Figures continued

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Governance

The Board of Wolverhampton Homes has amembership of 15 Directors (5 x CouncilBoard members, 5 x Tenant Board membersand 5 x Independent Board members).Wolverhampton Homes has established fourBoard Committees, as follows:● Audit Committee

(Chair: Shaun Philpott)● Business Improvement Committee

(Chair: Sue Constable)● Finance Committee

(Chair: Kevin Fearon)● Human Resources Committee

(Chair: Graham Dodd)The Audit Committee oversees theorganisations internal and external auditprocedures.The Business Improvement Committeemonitors the organisation’s performance,and is responsible for housing managementand property services issues. It alsomonitors delivery of the Decent HomesProgramme.The Finance Committee oversees financialreporting, budgetary and value for moneyprocesses.The Human Resources (HR) Committeedeals with staffing, organisationaldevelopment, human resource issues andhealth and safety.

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Wolverhampton Homes is committed tocontinuously improving and developing itsservice to customers. The Board annuallyreviews its own as well as the organisation’seffectiveness and performance andappraises the competencies andcontribution made by members of theBoard.

Governance continued

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Customer Feedback– Complaints and Compliments

Wolverhampton Homes has a stagedComplaints Procedure. Customers whohave any complaints regarding the servicesprovided can raise them with us bytelephone, face to face, in writing, on aComplaints and Compliments form or by e-mail in whichever way is most convenientfor the customer. If customers need help inmaking their complaint they can telephonethe Complaints Helpline on (01902) 554704.This is a dedicated complaints line forcustomers to seek advice and guidance inrelation to the Wolverhampton HomesComplaints Procedure.We aim to acknowledge complaints within 4days and respond within 14 days. If it islikely to take longer we will advise thecustomer and let them know when they canexpect a reply.We also want to know when we get thingsright. If customers wish to make acompliment or comment about the servicethey have received they can let us know viatelephone, in writing, face to face, by e-mailor on a complaints and compliments form.We welcome all feedback in relation to theservices we provide. The issues raised bycustomers are recorded and monitored tohelp us improve our services.

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Glossary of Terms

ACOV All Cultures One VoiceALMO Arms Length Management

OrganisationASB Anti-Social BehaviourBCM Building Cost ModelBDA Board Development AgencyBME Black and Minority EthnicBRT Business Recovery TeamsBSL British Sign LanguageCLG Department of Communities

and Local GovernmentCESP Community Energy Savings

ProgrammeCRM Customer Relations Management

SystemCSA Customer Services AdvisorDA Domestic AbuseDDA Disability Discrimination ActE&D Equalities and DiversityEDSG Equality and Diversity Steering

GroupECF Equalities Circle ForumEIA Equalities Impact AssessmentESP Employment and Skills PlanEMS Environmental Management

SystemFMIS Financial Management

Information SystemFLAG Front Line Action GroupFY Financial YearH&S Health and SafetyHCA Homes and Community

AgencyHCP Housing Capital Programme

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HITC Homes in the CityHRA Housing Revenue AccountHSE Health and Safety ExecutiveHQN Housing Quality NetworkIMT Incident Management TeamIPR Individual Performance ReviewKPI Key Performance IndicatorsILM Institute of Leadership and

ManagementLAA Local Area AgreementLBGT Lesbian Gay Bisexual TransgenderMRA Major Repairs AllowanceLAF Local Area ForumNFA National Federation of ALMOsPIING Promoting inclusion and integration

among the next generationPRADA Properties Requiring a Different

ApproachRIMT Repairs Integrated Management

TeamRSL Registered Social LandlordRTB Right to BuySCS Sustainable Community StrategySIG Service Improvement GroupSILF Strategic Local Investment

FrameworkSMT Senior Management TeamTRA Tenants and Residents AssociationTMO Tenant Management OrganisationsTOR Terms of ReferenceTP Tenant ParticipationTSA Tenant Services AuthorityVIMT Voids Integrated Management

Team

Glossary of terms continued

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WCC Wolverhampton City CouncilWCCRF Wolverhampton City Council

Resilience ForumWFTA Wolverhampton Federation of

Tenants AssociationWH Wolverhampton HomesWHO World Health OrganisationWREC Wolverhampton Race Equality

CouncilWRHP Wolverhampton Race Hate

PartnershipWPARH Wolverhampton Partners Against

Racial Harassment

Glossary of terms continued

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Main Offices

Contacting Wolverhampton Homes – Toensure efficient and speedy responses toenquiries we encourage everyone to call usthrough Homes Direct (01902) 556789 [email protected] Direct can transfer calls to individualstaff.

Bilston Town HallChurch Street, WV14 0APOpening TimesMonday, Wednesday, Thursday, Friday: 9.00am to 5.00 pmTuesday 9.30 am to 5.00 pmSaturday: 9.30 am to 1.00 pmContact Officer: Housing ManagersAndrew FinchContact Officer: RepairsMick GuyContact Officer: Voids and LettingsJon Cooper

City CentreMarket Street, WV1 3AGOpening TimesMonday, Wednesday, Thursday, Friday: 9.00am to 5.00 pmTuesday 9.30 am to 5.00 pmSaturday: 9.30 am to 1.00 pmContact Officer: RepairsShaun MulloyContact Officer: Voids and LettingsJon Cooper

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Heath TownChervil Rise, WV10 0HROpening TimesMonday, Wednesday : 9.00 am to 4.30 pmTuesday : 9.30 am to 4.30 pm(please note the cash office will be closedbetween 1.00 pm and 2.00pm)Contact Officer: Housing ManagersAnne HealyContact Officer: RepairsShaun MulloyContact Officer: Voids and LettingsJon Cooper

Low HillShowell Circus, WV10 9JLOpening TimesMonday, Wednesday, Thursday, Friday:9.00 am to 4:30 pmTuesday 9.30 am to 4:30 pmContact Officer: Housing ManagersJulie ManningContact Officer: RepairsShaun MulloyContact Officer: Voids and LettingsJon Cooper

Main Offices continued

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Merry HillLeasowes Drive, WV4 4PZOpening TimesMonday, Wednesday, Friday: 9.00 am to4:30 pmContact Officer: Housing ManagersEverton McCallaContact Officer: RepairsMick GuyContact Officer: Voids and LettingsJon Cooper

WednesfieldAlfred Squire Road, WV11 1XUOpening TimesMonday, Wednesday, Thursday, Friday: 9.00am to 5:00 pmTuesday 9.30 am to 5:00 pmSaturday 9.30am - 1pmContact Officer: Housing ManagersAnne HealyContact Officer: RepairsShaun MulloyContact Officer: Voids and LettingsJon Cooper

Main Offices continued

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CONTACTSSENIOR MANAGEMENT TEAM

Lesley RobertsChief ExecutiveSunita Bhandari, Personal [email protected] ToniDirector of FinanceBrenda Bowyer, Personal [email protected] AldisDirector of Property ServicesBrenda Bowyer, Personal [email protected] HendersonDirector of HousingRuth Hickman, Personal [email protected] KunynecDirector of Human ResourcesSunita Bhandari, Personal [email protected] WrightDirector of Performance and CustomerServicesDee Allsopp, Personal [email protected]

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ANTI-SOCIAL BEHAVIOURCO-ORDINATORS

Martyn Jarman, SouthRachel Price, SouthChris Jellyman, NorthRanjit Kaur, NorthNick Moss, North

AREA MANAGERSDarren BaggsEstate Services across city on WHmanaged land/assetsNigel HomerEstate Management (North)Angela BarnesEstate Management (South)

COMPLAINTS AND COMPLIMENTSJulie PiperPrincipal Customer Feedback ManagerLamour GayleCustomer Feedback Officer

PERFORMANCE AND CUSTOMERSERVICES

Lindsey StanleyHead of Customer ServicesSteve AbrahamsHead of Policy and PerformanceJin JowettHead of Community PartnershipsKate HughesCommunications Manager

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EMERGENCYOut of Hours Service (open: 6.00pm-8.30pm)Tel: (01902) 552999This line is in operation outside of HomesDirect opening hours which are: Monday toFriday 8.30 am to 6.00 pm, and Saturdays9.30 am to 1.00 pm.

FINANCE AND I.T.Jo McCoyHead of Financial ManagementEamonn McGirrHead of ICT & Business Support

HOUSING OPERATIONSHelen BellinghamHead of Homesales and LeasesPauline EvansVoids and Lettings ManagerAnne HerrmannHead of Rents ManagementJohn HopkinsConcierge Manager

HUMAN RESOURCESMark DarmodyHead of Health and SafetyCatherine DassHead of HR Strategy and OrganisationalDevelopmentRuth FletcherGovernance ManagerTina WoodHead of HR Operations

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PROPERTY SERVICESIan MeakinHead of Operations (Property Services)Kevin ManningHead of Partnering and ProcurementDavid WaterhouseDecent Homes Partnership ManagerAngie MaddenHead of Stock Investment

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TENANT MANAGEMENT ORGANISATIONS

Bushbury Hill EMB14 Kempthorne Avenue, Low Hill, WV109JGPhone: 01902 552996Fax: 01902 552993Minicom: 01902 551836E-mail: [email protected]

Dovecotes TMO88 Ryefield, Pendeford, WV8 1UDPhone: 01902 552780Fax: 01902 552781

New Park Village TMCEllerton House, Ellerton Walk, New ParkVillage, WV10 0UGPhone: 01902 552670Fax: 01902 552671Minicom: 01902 551828E-mail: [email protected]

Springfield Horseshoe TMC27 Burton Road, Springfields, WV10 0EGPhone: 01902 552872Fax: 01902 552872Minicom: 01902 551837E-mail: [email protected]

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Useful Contact NumbersAbandoned Cars 01902 551155Adult Education Service 01902 558180African Caribbean Community Initiative(Debt Advice and Support) (ACCI)

01902 571231Age UK 01902 572060All Cultures One Voice (ACOV)

01902 555545Anti Social Behaviour Unit 01902 552950Asbestos Advice 01902 556789AWAAZ (Asian Women) 01902 571260Base 25 0800 073 0233Bees 01902 551155Bereavement Centre and Cemeteries

01902 554992Bins 01902 551155Blakenhall Community Advice Centre

01902 572353Bus Services (Centro) 0121 200 2700Carelink 01902 554754Childline 0800 1111Citizens Advice Bureau 01902 572200Community Focus 01902 553881Community Legal Services 0845 345 4345Consumer Credit Council 0800 138 1111Council Tax

Billing 01902 555805/06Outstanding Payments 01902 555808

CourtsCrown and County 01902 481000Magistrates 01902 773151

Crimestoppers Freephone 0800 555111

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Dog Warden 01902 551155Domestic Violence Helpline 0808 200 0247Electric Repairs 01902 556789Environmental Health 01902 551155Express and Star 01902 313131Gas Leaks – Emergency 0800 111 999Gas Repairs 01902 556789Maintenance 01902 551155Gully Cleaning 01902 551155Gypsies 01902 551155Health and Safety Executive

0121 607 6200(out of hours 0151 922 9235)

Highway Maintenance 01902 551155Homes Direct 01902 556789Homelessness 01902 554741/554807Hospitals 01902 307999Housing Benefits 01902 551166Housing Benefit Appeals 01902 551166Housing Benefits Fraud 01902 551166Household Refuse 01902 551155Illegal Tipping/Dumping 01902 551155Independent Living Service 01902 553666Industrial Waste 01902 551155Information Centre 01902 556110/6112Job Centre Plus 0845 600 3115Litter/Litter Bins 01902 551155National Debt Line 0808 808 4000National Missing Persons Helpline

0500 700 700Neighbourhood Mediation Service

01902 552792Neville Garratt Centre 01902 551155

Useful Contacts continued

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Noise Nuisance 01902 551155(out of hours 01902 552999)

NHS Direct 0845 4647Open Spaces 01902 551155Pavement/Road Repairs 01902 551155Pest Control 01902 551155Pension Credit 0800 991 234Pension Service 0845 606 0265Planning Applications 01902 551155Post Office 08457 223344Refuse Collection 01902 551155Rent by Phone Debit/Credit Card

01902 556789Rents Management 01902 556789Repairs Fax 01902 556674Repairs Minicom 01902 551822Repairs Reporting (Homes Direct)

01902 556789Road Maintenance –Winter 01902 551155Samaritans 01902 426422/3Severn Trent 0800 7834444Shopmobility 01902 556021Skip Permits 01902 551155Street Cleansing 01902 551155Street Lighting 01902 551155Tax Office 0845 366 7815Trading Standards 01902 551155Trains 08457 484950Trees/Hedges 01902 551155The Haven Project (Women only)

01902 713001


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UnionsUnison 01902 554095UCATT 01902 554911

Wasps 01902 551155Wheelie Bins 01902 551155West Midlands Police 0845 113 5000Wolverhampton Federation ofTenant Associations 01902 556816


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Useful Websites

Audit Commissionwww.audit-commission.gov.uk

Bullock Constructionwww.bullock.co.uk

Communities and Local GovernmentDepartmentwww.communities.gov.uk

Frank Haslam Milanwww.frankhaslammilan.com

Housemarkwww.housemark.co.uk

National Federation of ALMOSwww.almos.org.uk

National Housing Federationwww.housing.org.uk

Tenant Services Authoritywww.tenantservicesauthority.org.uk

Thomas Value Constructionwww.thomasvale.com

Wolverhampton Homeswww.wolverhamptonhomes.org.uk

Wolverhampton City Councilwww.wolverhampton.gov.uk

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