Hyde Life October 2012.indd - Hyde Housing Association

Neighbourhoods and community
(including Anti-Social Behaviour)
Hyde dealt with 1931 cases of Anti-Social Behaviour (ASB) over the past year. The
most common cases were about noisy neighbours. Higher risk cases, such as
harassment, are prioritised in our procedures for a response within 24 hours. 8.7% of
reported cases fell into this category.
Hyde took legal action in a number of cases and this led to improvements in
behaviour, but unfortunately 22 households were evicted for various ASB reasons,
including causing serious and continuing nuisance to their neighbours. We
launched a new case management system for ASB which will help improve our
service to you.
We regularly inspect our estates – wherever possible with residents – to ensure
standards are met and we get valuable feedback on our services. Over the past year,
our staff teams completed 2,820 estate inspections, with 87.8% of these achieving
excellent or outstanding scores.
Satisfaction with ASB handling
2010/11
56%
Rent and service charges
The rent and service charges we receive pay for the cost of looking after your home
and your estate and enable us to provide the housing service and support from
your local office. Our dedicated Income Team has specialist skills to answer your
calls and queries, including those about rent and service charges. Over the past
year we’ve collected £185 million in rent (from over 40,000 tenancies) to pay for
homes and services. Our Benefit Advice Team provides debt advice to those who
need it. In eight months the team secured £130,000 in benefits for 139 residents. It
has enabled us to contribute an additional £300,000 in six months to the costs of
maintaining your home and delivering services.
Percentage of rent due but not paid
2010/11
4.4%
2011/12
61% Improved
from previous year
2011/12
4.1% Improved
from previous year
Rent collected (%)*
Rent collected
2010/11 2011/12
Improved
101% * 102% * from previous year
Target
70%
We have worked with the resident inspectors who reviewed this service last year to
help us improve how we handle ASB and we have been seeing improvements.
Target
4.2%
Target
100%
*Figures more than 100% mean arrears are being paid from previous year.
Hyde Plus
Hyde Plus, a specialist team
within Hyde, works to help us
make a lasting difference to
residents and the communities
they live in. In the year 2011-
12 Hyde Plus worked with
individual residents and
achieved the following with
them:
1692 residents received
financial advice and support
As a whole, residents receiving
advice were £1,927,985 better
off
683 residents benefitted
from our employment advice
service
Over 5,000 residents have
also benefitted from a range of
Hyde Plus community projects.
In the next year we will
Target our money advice and
employment services to work
with residents most affected
by changes in the welfare
system.
Work to improve services
to vulnerable and older
residents.
Work with more residents
to turn their ideas for
community improvements
into reality. This will include
training, advice, in some
cases grant funding from the
Hyde Charitable Trust, and
help link them to other useful
organisations.
Leasehold
This year we created a
specialist service that offers
support and advice across the
Group, specifically in relation to
our homeowners.
We have created a dedicated
Service Charge Team to
handle complicated Service
Charge issues and oversee
communication with residents
about Service Charges. The
team is now working closely
with residents to improve
these services.
12 If you have any queries, call our Customer Services Centre on freephone 0800 389 3576 or email customerservices@hyde-housing.co.uk
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