HOME!CITY OF LINCOLN COUNCILIMPROVING THE COUNCIL’S LANDLORD FUNCTION

STRUGGLING WITH MONEY? see page 3WE CAN

HELP!

HOME! EXCLUSIVE

HOW TO BE GAS SAFE...PAGE 12 MAY 2013

What has changed? The ‘bedroom tax’ (Social sector under-occupation)This looks at how many bedrooms are needed by the tenant/tenants, and compares this with how many bedrooms there are in the accommodation. Tenants with one spare bedroom will see a 14 percent reduction in the eligible rent figure used to calculate housing benefit. Tenants with two or more spare bedrooms will have their housing benefit eligible rent figures reduced by 25 percent.

Housing benefit capThe maximum amount of benefit payments that a working-age household receives will be capped at £350 a week for a single person and £500 for single parent, couple, or family.

Universal credit Universal credit will bring together a range of working-age benefits into a single payment and is for people who are looking for work or are on a low income.

It will be paid on a monthly basis and will usually be paid in arrears directly to claimants just like a monthly salary.2

REFORMWELFARE

Are you ready for the changes to benefits? This year sees the biggest changes to benefits in a generation. Are you and your family ready? Read on to make sure you are...

YOUR GUIDE TO:

The government has introduced these changes for a number of reasons including:

To make the benefits system fairer

To create the right incentives to get more people into work

To reduce government expenditure on benefits.

The government is responsible for the changes and the law states that

all councils (including City of Lincoln Council) must implement them.

Why have benefits changed?

On page 2 of the Feb/March edition of Home! in case study number two, we accidentally reported that Mr and Mrs Two would lose all of their housing benefit. This was incorrect and they would only actually lose £14.00 a week. We apologise for any inconvenience or distress that this may of caused.

Councils can now decide the rules on who qualifies for council

tax benefit and how much should be paid. In many areas, councils will

introduce rules that mean nobody will receive more than 90 percent

council tax benefit.

However, in Lincoln we have decided for 2013/14 we will continue with

the current rules for paying council tax benefit.

We hope that this will help some tenants cope with the impact of the

benefit changes.

What is the council doing to help? Over the last two years, on behalf of our tenants we have joined others in voicing their concerns to the government.

We have also: Set up the Money Advice Service that can offer you advice on budgeting,

managing your debts, increasing your income, reducing your outgoings and claiming benefits

Contacted tenants who have or will be affected by the changes, to offer guidance and support

Continued with a scheme for localised council tax support simliar to the previous council tax benefit. See below for further details.

What can I do? If you are worried about how you will cope with the changes please contact us straight away on 01522 873355 or e-mail us at benefits@lincoln.gov.uk. We are here to help and will offer as much support as possible.

You can apply for a discretionary housing payment (DHP), which will help towards any shortfall between rent charged and housing benefit received. However, there is a limited amount of money available.

To apply please go to www.lincoln.gov.uk/dhp

Alternatively, you can e-mail us at benefits@lincoln.gov.uk, phone us on 01522 873355 or visit us at City Hall, Beaumont Fee, Lincoln. 3

But it’s not all bad news

Do you have a shortfall in your rent?

Accidently putting a nail through a water pipe when putting up a picture

Drilling through an electric cable when putting up a shelf

DIY-related injury from hitting your thumb with a hammer to falling off a ladder.

The council often comes across DIY disasters.The top three are:

SHOULD HAVE GONE TO THE HANDY-PERSON

Don’t risk one of these disasters happening to you. If you’re over

60 or have a disability use our free handy-person service instead even

if you don’t think you qualify please call us anyway. Materials must be

supplied by the tenant. To find out more call telephone: 01522 873333

or email: customer.services@lincoln.gov.uk

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WHAT MATTERS MOST TO YOU?HERE’S YOUR cHAncE TO TEll US

WHAT’S REAllY IMPORTAnT AnD HElP

US SET PRIORITIES FOR THE FUTURE

YOU cAn TEll US BY GETTInG InvOlvED In lOTS OF DIFFEREnT WAYS

NOW RECRUITING - TENANT EMPTY PROPERTY INSPECTORSDo you want to help monitor the condition of our empty properties and check they comply with our re-let standards? If so become a tenant inspector and you can see for yourself.

ESTATE INSPECTIONSJoin us on one of our estate inspections and have your chance to tell us what you think needs doing in your area. To find out when the next estate inspection takes place in your area visit our website, phone us on 01522 873398 or email customer.services@lincoln.gov.uk.

NEW TENANT CHATSHave you recently moved into one of our homes and have a story you want to tell us about it? If so give us a call: we’d love to hear from you.

ARMCHAIR CONSULTATIONDo you want to test the quality of our call handling by becoming a mystery shopper? We will pay your expenses for any calls you make.

WE ARE URGENTLY SEEKING MYSTERY SHOPPERS AND TENANT INSPECTORS. IF YOU ARE INTERESTED AND WOULD LIKE FURTHER INFORMATION PLEASE CALL 01522 873398.

BUDDING jOURNALISTS WANTEDWe have recently made improvements to the style of our magazine, it is now brighter, contains more photos, easier to read and has less text. We would like to recruit some volunteers to work with us on articles. So if you are a budding journalist get in touch.

INVOLVEMENTTENANT

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BECOME THE VOICE OF YOUNG PEOPLEWe are looking for someone 25 or under to join our tenants panel to represent young people. We can provide you with training free of charge.

YOU SAID WE DIDTo show how we take your views into account, in each edition of Home! we include an article called ‘You said, we did’ see page 10. If you have any examples of how we have taken your view into account please let us know.

IF YOU LIVE IN A FLAT, WE ARE PLANNING TO MAKE CHANGES TO THE

CARETAKING SERVICE THAT YOU RECEIVE, FOR MORE INFORMATION PLEASE

CONTACT US ON 01522 873333 OR CUSTOMER.SERVICES@LINCOLN.GOV.UK

FOCUS GROUPSJoin one of our focus groups. We look at most areas of our service from reporting repairs to anti-social behaviour.

ASK TONY & WIN £25 THROUGH CHAIR’S CORNER You can contact Tony Higgs the chair of the Lincoln Tenants Panel and we will publish some of your letters and the replies in the next HOME! magazine. The writer of the best letter will receive £25 in shopping vouchers.

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During April we lAunCHeD our tenAnt inspeCtors projeCt. we now HAve A teAm of tenAnts wHo HAve been trAineD to Assess tHe stAnDArD in wHiCH we let our Homes.

Each week they will jointly inspect one or two properties with our estate officers. The inspectors will be looking at empty properties just before they are let. They will rate the property against our re-let standards to make sure that the we are complying with our standards.

We will use this information to monitor and improve the standard at which we let properties.

We are holding some more training shortly, so if you want to be a tenant inspector please contact us.

contact us on 01522 873398 or email customer.services@lincoln.gov.uk

Tenant inspections of empty properties

Chris MattinglyTenant Inspector

Amanda: Where will painting take place this year?

James: We are planning to paint properties on the Ermine East and St Giles estates.

Amanda: Excellent but what about painting for tenants who live in other areas of the city?

James: The painting programme operates on a rolling basis over a

seven-year period. That means that each property will be painted every seven years. Once we have finished painting we have to start again, like painting the Forth Bridge!

Amanda: Will all of the property be painted or just parts of it?

James: Just parts of the property, for example we normally paint fascias unless they have been replaced in pvc, wooden front, back and shed doors and

frames, and any rendered areas of the properties. However, fences and the inside of properties are not included in the programme.

Amanda: Who carries out the painting?

James: We have recently signed a new planned maintenance contract with Kier Services. The new contract means that they will be responsible for delivering the painting programme.

IT IS TIME TO EMBARk On THE AnnUAl PAInTInG OF cOUncIl HOUSES. THIS YEAR, HOWEvER THERE WIll BE A FEW cHAnGES.

ImprovIng servIces: nEW PAInTInG cOnTRAcT

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Amanda Harley, tenant representative for Ermine West caught up with James Russell, our projector officer to find out more.

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Amanda: Will tenants be notified in advance?

James: Yes, we will write to all tenants and leaseholders with a brief outline and details of the works, followed by a letter from Kier informing them of prospective dates and contact details of the customer liaison officer who will act as a point of contact for any enquires.

Amanda: When will the work start?

James: The work will start in May 2013 and is scheduled to run for 12 months.

Amanda: Will any necessary repairs will be carried out prior to painting?

James: We will aim to carry out any repairs prior to painting. If you are aware of any repairs that need carrying out before hand, please let us know.

Amanda: Thanks for the interview, James. I am sure the tenants will look forward to seeing the improved appearance of their properties on these two estates.

Amanda HarleyJames Russell

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YOU SAIDWE DID

We are keen to hear your views and encourages all tenants to share theirs. The ‘You said we did’ feature shows some of your suggestions that we have taken on board. You said that you wanted better access to services, quick responses and quality answers. So we equipped our estate officers with iPads, which can achieve most of these aims. The iPads have a number of advantages that can benefit you.

Estate officers can now show you your rent account, answer queries and book appointments all with no fuss and just one visit, whereas before several visits and phone calls would have to be made.

The iPads allow estate officers to update rent accounts whilst on the move. This means less time is spent in the office and more time spent on the estates with our tenants.

now when you attend housing surgeries your questions and requests can be dealt with straight away.

Housing surgery Date Time location Representatives attending

Ermine community centre (Sudbrooke Drive) Tuesdays - weekly 13:30 - 15.30

Ermine Community Centre (Sudbrooke Drive)

Estate officer

Tower First Monday of each month

13:00 - 15:00TAG office - 47 Roman Pavement

Estate officer, police, benefits advice, councillors

Shuttleworth House Monday-weekly 15:00 - 16:00 Shuttleworth House Estate officer

St Giles Monday-weekly 10:00 - 12:00 Markham House Estate officer

Birchwood Wednesdays - weekly 14:00 - 16.30 Birchwood LibraryEstate officer, benefits advice, police

Moorland Thursdays - weekly 11:15 - 12.15Moorland Community Centre

Estate officer, benefits advice

HOUSING SURGERIES 2013

MY INFO YOU cAn cHEck YOUR REnT AnD cOUncIl TAx OnlInE AT WWW.lIncOln.GOv.Uk/MYInFO11

Clair Beaton, contracts administrator

at Aaron Services talks about the

importance of gas safety in your home.

Gas safety

Who To conTAcT in A gAs emeRgency:

cUSTOMER SERvIcES: 873333

nATIOnAl GRID GAS EMERGEnc Y HElPlInE: 0800 111 999.

MOST OF THE TIME cORREcTlY MAInTAInED GAS APPlIAncES SUcH AS BOIlERS, cOOkERS AnD FIRES ARE cOMPlETElY SAFE AnD DO nOT POSE A SAFETY RISk. HOWEvER, THERE ARE OccASIOnS WHEn THEY cAn BEcOME DAnGEROUS IF nOT

HAnDlED PROPERlY.

MY TIPS TO HElP kEEP GAS APPlIAncES SAFE ARE:

Never try to fix a gas appliance yourself

Make sure your gas meter is clear of obstructions

Don’t block ventilation outlets

Gas cookers must be installed by a qualified ‘Gas Safe’-registered plumber.

Faulty appliances can cause gas explosions and carbon monoxide leaks.

IT IS IMPORTAnT YOU cAn REcOGnISE THE DAnGER SIGnS, WHIcH ARE:

Shooting or staining marks on or around any gas appliances

A yellow or orange lazy flame-not crisp or blue

A higher level of condensation than normal in the room where the gas appliance is installed

Someone in your household suffering from drowsiness, headaches, nausea or pains in the chest when using a gas appliance.

If you notice any of these warnings signs or are concerned that your gas appliances are dangerous, give the council a call straight away!

It is a legal requirement that a landlord provides an annual gas safety certificate. On behalf of City of Lincoln Council, Aaron Services engineers will carry out a yearly safety check on your boiler and gas fire.

lIkE An M.O.T., THE cHEck WIll MAkE SURE THE APPlIAncE IS SAFE AnD WIll nOT cAUSE YOU OR YOUR FAMIlY AnY DAnGER. PlEASE lET US In TO cARRY OUT THIS cHEck.

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SATISFIED?FEELING

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We recently carried out a survey to find out how satisfied tenants were with their home and our services. Here is how we did…

If you know how we can further improve our services, please let us know!

2010 2012

Tenants were satisfied with the quality of their homes 85% 90%

Tenants were satisfied with their neighbourhood as a place to live 80% 81%

Tenants were satisfied with the helpfulness of our staff 79% 86%

Tenants were satisfied with the repairs and maintenance service 79% 85%

Overall satisfaction with the quality of their homes and our services 78% 88%

even though the survey shows that satisfaction has improved, there is always room for further improvements. if you know of how we can further improve our services, please let us know!

In April we changed the way we deal with housing complaints. The changes have come about as part of the Localism Act 2011.

The main change is what you can do if you remain dissatisfied after you have exhausted the council’s own procedures and you can refer your complaint to a designated person.

THE cOMPlAInTS PROcEDURE

If you are unhappy with the service you have received from us, we will always try to resolve the issue to your satisfaction on first contact. If you remain unhappy and wish to make a complaint, you must follow the procedure set out below.

lEvEl OnE

If you wish to make a complaint you can do so in person, by phone, email, complaint form, letter or online form.We will acknowledge it and may be contact you by phone. A manager will then respond fully in writing to you as soon as possible. We respond to most complaints within three weeks. If more time is required we will let you know when you can expect a response.

lEvEl TWO

If you feel your complaint is not resolved by the answer you receive, please contact us again by one of the methods stated above. Please enclose copies of any letters or notes made during visits or phone conversations.

If we need any additional information we will contact you. Your complaint will be acknowledged and a senior manager will look into your complaint again. They will write to you as soon as possible with their findings.

IF YOU REMAIn DISSATISFIED

If you still feel your complaint has not been resolved satisfactorily you can do one of two things: You can refer your complaint to a designated person. This could be a local

councillor or MP or a group of tenants recognised by the council. In the next edition of Home! we will give you more information regarding exactly who you can contact and how.

You can wait eight weeks and refer your complaint directly to the Housing Ombudsman.14

What is the role of a designated person?

More changes afoot

The general role of the designated person is to assist in resolving complaints locally. They do not have formal powers other than the right to refer complaints to the Housing Ombudsman. They do not have the right to change the council’s policies and procedures, although they may suggest ways in which they can be improved.

The localism Act also allows tenants to set up designated complaints panels which will operate in a similar way to the role of designated persons. The lincoln Tenants Panel is considering this option but there is no requirement for this to be in place by 1 April.

If you would like to know more please email us at customer.services@lincoln.gov.uk. To find a copy of our complaints procedure please go to www.lincoln.gov.uk

CHANGES TO HOW WE DEAL WITH COMPLAINTS

GRAHAM’S GOLDEN YEARS OF SERVICEA 50-year career dedicated to serving and supporting tenants in Lincoln came to an end on 12 April 2013 when Graham Fotheringham retired.

Running the gauntlet of a packs of dogs when cycling home for lunch and seeing a rescued parrot chastised by its owner for being a ‘naughty boy’ are some of many memories that bring a smile to Graham’s face as he reflects on his career.

But it is the friendship of colleagues and relationships with tenants through happy and sad times which he says he will miss most.

“I have met so many people and had so many laughs through my work and the tenants have been the heart and soul of my time here,” Graham said.

“I saw real poverty and shared people’s struggles by talking to them and they made me more interested in people and taught me a lot about life and myself.”

He started his career at the council as an apprentice joiner on 15 April 1963 at the age of 15.

His first duties saw him pushing steel-rimmed, wheeled, handcarts to transport tools and materials across the city before progressing to a ‘butcher’s bike’ as his mode of transport. Graham’s dedication saw him become an estate officer 12 years ago.

Graham is looking forward to sharing time with his wife and their three children and three grandchildren before enjoying a well-earned holiday.

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This publication can also be made available in large print, or electronically.

Please call: 01522 873398

If you have difficulty in understanding anything in this document, please go to City Hall, Beaumont Fee, Lincoln or any other council office, and an interpretation service will be provided.

Obtaining copies in alternative formats

French Si vous avez besoin d’éclaircissements au sujet de ce document, veuillez vous rendre au City Hall, Beaumont Fee, Lincoln ou tout autre Council office, où nous pourrons faire appel à un interprète par le biais du National Interpreting Service.

Polish Jezeli masz trudnosci ze zrozumieniem tego dokumentu, zgłos sie do urzedu miasta w City Hall, Beaumont Fee w Lincoln lub do innego urzedu nalezłcego do rady miejskiej, w którym wezwiemy tłumacza z National Interpreting Service.

Portuguese Se tiver dificuldade em compreender qualquer coisa neste documento, por favor dirija-se à City Hall, Beaumont Fee, Lincoln ou qualquer outra repartição do município, onde poderemos chamar um interprete para si através do Serviço Nacional de Interpretação.

Turkish Bu belgeyi anlamakta zorlanırsanız, Beaumont Fee, Lincoln Belediyesi’ne ya da herhangi baska bir belediye meclisi ofisine gidin. National Interpreting Service aracılıgıyla size bir çevirmen saglanacaktır.