Tenants - North Kesteven District Council

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News In Brief Newly fitted door & frames In many cases tenants are benefitting from the added security of new doors and frames on front and rear doors. Where these have been fitted, tenants are reminded not to alter the fittings or to fit any of their own items such as door bells, alarms or additional door furniture to the doors and frames as that would invalidate the guarantee of the door. In cases where it is found that tenants have undertaken any alteration to the door sets which results in failure of the door set, a recharge of £400 will be made for the new door set if required. When 999 isn’t appropriate There is a new number for contacting the police in non-emergencies The Single Non-Emergency Number - 0300 111 0300 - began operating on January 1 as part of an initiative to speed up police response to nonemergencies. If it is an emergency – a life threatening or violent situation, a crime in progress, or a road traffic collision causing injury or serious traffic problems – then do continue to call on 999. Your help and advice is vital in making sure we deliver the best possible service. Because we recognise how important your opinions are, we are asking all tenants to complete and return their Tenant Questionnaire after their annual 4 at home SPRING 2010 Tenants’appealing scheme A new appeals process will soon be available for tenants to call for reconsideration of certain types of housing decision For an initial pilot period of six months, tenants will be able to challenge more than just perceived poor standard of service delivery within the housing sector which is what the existing complaints policy concentrates on. The new Housing Appeal Panel made up of a senior officer, a Councillor and a tenant representative will reconsider decisions made on: Council improvements Adaptation decisions Leaseholder charges Housing Allocation Review Panel outcomes Work being carried out Recharges. The formal appeals process is required by law to deal with allocation and homelessness decisions, but NKDC is broadening the scope to these other areas of housing service where there is currently no other appeal avenue available. It is hoped the Panel will compliment the District Council’s complaints policy by offering a fairer and easier way for tenants to have certain decisions reconsidered. Those appealing can choose not to have a tenant representative present on the panel, in which case a second senior officer would be involved. Before introduction of the new arrangements, details will need to be considered by the District Council’s Tenant Liaison Panel. We will let you know the standard for this service. Showing your satisfaction New repairs survey forms will gauge your satisfaction and lead to improved standards Residents’ feedback on the way housing repairs are carried out is vital in ensuring standards are maintained and, where possible improved. The last edition of At Home detailed the new way of reporting housing repairs direct to the Contractors. The transition has been smooth and residents are benefitting from having the opportunity to be given an appointment at the point of reporting the fault. With this new procedure, there are also changes to the way in which feedback is gathered on the service. gas/oil/solid fuel safety check. Those of you that do will automatically be entered into a quarterly prize draw, where you could win £50 donated by Aaron Services Ltd. So taking five minutes to complete the questionnaire and returning it to the Operatives from Jeakins Weir or Aaron Services who attend to a repair or service at your property are now asked to leave a survey card. These cards replace the old paper survey, which was previously sent out by post. Please do continue to complete and return the cards either by giving them back to the operative when at your property, or by posting the pre-paid card back to North Kesteven. Your assistance with this will provide valuable feedback to maintain and improve our service to you. How to win £50 in just five minutes! Council could leave you £50 better off. The winner of the last draw was Mrs Preston from North Hykeham, (pictured above left with Clair Beaton Customer Liaison Advisor for Aaron Services)
Rent level increases kept low Improvements to tenants’ homes and communities will continue despite rent increases from April being kept low Changes take effect from April 5 with the average increase being below two per cent. A quarter of residents will see no increases at all. The average weekly rent will now be £60.02, up by 1.8 per cent, with variations in the actual sum charged of between zero and three percent, according to accommodation type. Rental for sheds, garages and other services remains at the current levels. The Government receives a net 44 per cent of the money raised through an arrangement called Housing Funding for priorities & improvements Subsidy and the remainder is spent improving services. The Council currently operates 3,807 homes, with 37 more being added over the coming year. It works with tenant representatives across the District to put together a plan to make sure money is spent where it is needed most - highlighted below. It is very important to the Council that money is spent not just on improving tenants’ housing, but also making sure they receive the best possible service from the Council and are happy within their community. Priority Area Achieved in 2009/10 Action for 2010/11 Improving the condition of Council properties and tackling energyefficiency Meeting the needs of tenants, especially those who feel vulnerable • Renewed 103 bathrooms • Renewed 111 kitchens • Improved 229 heating systems • Replaced windows in 244 properties • Replaced doors in 198 properties • Visited and supported more vulnerable tenants • Introduced a service to support vulnerable tenants during capital works • Spend £300,000 on energy-conservation • Introduce hard-wired carbon monoxide alarms in our properties • Spend £400,000 on kitchen improvements • Introduce a decoration scheme for vulnerable tenants • Continue with adaptations to meet needs of tenants with disabilities • Spend £240,000 improving the fire safety of flats and sheltered schemes Steeped in history Discover the delights of North Hykeham For more information see pages 10-11 For more information www.n-kesteven.gov.uk You can relax knowing you pay by Direct Debit! Many people find it more convenient to pay their rent and home charges by Direct Debit. • Direct Debit is quick, easy and convenient • No queues or special journeys to make • It’s safe and guaranteed • Peace of mind knowing that bills never get forgotten • A choice of five payment dates • Direct Debit collection is cheaper for the Council, allowing us to be more efficient and cost effective • Payments are spread equally across the year • Rent increases are automatically adjusted; we just write to tell you of the change If you are interested in paying by this method, call 01529 414155. Your account must be up to date before a direct debit can be set up. Helping tenants to maintain tenancy conditions and targeting anti-social behaviour • Provided an extra 86 parking spaces on estates • 'Inspected every communal area and the outside of every property, at least once a year • Held housing and rents surgeries across District • End of tenancy incentives scheme approved • Funded one ASB Officer • Fund IT improvements so officers are more visible on estates through mobile working • Expand Garden Support Scheme • Spend £325,000 improving car parking and the condition of estates You can see the full Business Plan at www.kesteven.gov.uk or call the Customer Services Centre and ask for a copy to be posted. at home SPRING 2010 5
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Tenants - North Kesteven District Council

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