skyline - south kesteven district council

www.southkesteven.gov.uk

SPRING EDITION 2021 for tenants of South Kesteven

SKylineInside

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How you can help those in need by donating

unwanted items page 2

See how housing teams have been delivering services

during Covid-19 page 6

Catch up with housing news on page 7

Supporting our Tenants

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Just ask!We can provide› living room and bedroom

furniture; beds, wardrobes, bedside tables, coffee tables, sofas and armchairs

› corner units and book shelves› kitchen utensils; plates, cups,

glasses, cutlery, saucepans, baking trays, egg cups, mixing bowls and jugs

We also receive donations of children toys, clothing, bedding, towels, pictures and mirrors.

We can’t guarantee to supply an item immediately, especially sofas and beds, but we do our best – and we love to see items re-used.

Do you need something for your home ... or even to just to make life more comfortable?

Any tenant wanting items, or anyone wanting to donate household goods, can email us on [email protected]

Helping others

The Helping Hands initiative is organised on a voluntary basis by housing tenancy team member, Rachael Bradley, to collect unwanted household items for tenants in need across the district. The scheme also supports the Change4Lincs project to help the homeless.Do you have any of the following to donate?› New or unused duvets and

pillows› New or unused sleeping bags› Unwanted curtains› Duvet covers and pillowcases› Towels and flannels› Clothing – adult and children› Woolly hats, scarves and winter

coats› New / unused shoes – mens,

womens and children› New / unused toiletries - soap,

shampoo, shower gel Please only donate items

that are in good, re-useable condition and from a smoke-free environment.

We are also very grateful for any donations of sanitary products, nappies, baby wipes, toothbrushes, toothpaste; only unopened and new products, please.With Covid restrictions preventing drop-off of items at St Peter’s Hill, alternative collection dates and locations will be posted on the Helping Hands Facebook page a week in advance. Social distancing will apply, with sanitiser provided, and only bagged items will be accepted.

SKDC regularly collects unwanted or excess items from its properties - and stores them safely ready to supply to any tenant in need.

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Messages from the Council

As a social housing landlord, our priority is providing high quality housing and services for our tenants. Having commissioned an audit in 2020, which outlined some key areas that needed to be addressed, our focus in 2021 and beyond is investing in our housing service to deliver real change and improvements. As part of our action plan, we are working closely with the Government’s Regulator for Social Housing, which monitors standards for all housing providers. We are awaiting a report from the Regulator, and we will continue to keep all our tenants fully updated.

Looking ahead, you will see an improved service in 2021, and I thank you for your support whilst we work hard to deliver these changes. If you have any questions about the improvements we are making, we have a dedicated helpline. Please see below.

Karen Bradford Chief Executive of South Kesteven District Council

Welcome to our first edition of Skyline in 2021 and we very much hope that you enjoy the magazine.

With the arrival of Coronavirus last Spring, 2020 was a very difficult year and we are hopeful that in 2021 we can all look forward to life returning to normal. At this current time, however, life continues to be challenging, with many people struggling to juggle work with home schooling, others facing financial pressures, and increasing numbers of people feeling isolated or lonely.

Alongside your housing team, the Council is here to support you at every level. One service that has made a big difference is our Community Hub, run by council volunteers to provide emotional support and befriending services. Contact the Hub on 01476 406 177 or 01476 406 358 or email [email protected].

In this magazine, you can also find out more about the Helping Hands initiative – a fantastic scheme that can support you if you are struggling to furnish your home. There are also some amazing organisations that can provide

additional support and advice – with contact details on the back cover of the magazine.

Making South Kesteven the best place to live is one of our priorities. In 2020, we were proud to deliver more modular homes which are now occupied by tenants. It’s an innovative way to deliver sustainable development and we have plans to build more modular homes. Look out for updates in future editions of Skyline!

Another major project that will soon be completed relates to our Riverside sheltered housing flats in Grantham, with major improvements to the heating and hot water system and immersion cylinders installed in each flat.

In 2021 and beyond you will continue to see significant improvements in our housing service. To lead our housing teams and help deliver this improvement plan, we are currently recruiting for a new Director of Housing who should be in post in Spring. We very much look forward to introducing them in our next edition of Skyline.

For any audit queries: 01476 406 123 / 01476 406 080 Please press option 3, then option 4 Monday to Friday 8:45am to 5pm [email protected]

Cllr Kelham CookeLeader of South Kesteven District Council [email protected] 01476 406400

@KelhamCooke

Councillor Robert Reid Cabinet Member for Housing and Planning [email protected]

With our very best wishes


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Major improvements at council complex

Major works are nearing completion to upgrade the main heating and hot water system at the Council’s Riverside sheltered housing flats complex in Grantham.

All tenants have received letters apologising for the inconvenience caused by system breakdowns, and outlining council plans to rectify problems.

We have now improved the heating and hot water capacity, and made the existing system more reliable. We are also in the final phase of installing immersion tanks into homes so tenants have ‘back up’ for hot water in the future. Work is scheduled for completion, subject to access, by the end of January 2021.

SKDC has commissioned work to look at the investment required to provide effective heating and hot water throughout the complex over the next 10-15 years. Improvement works have included:› Full service of equipment in the

heating plant room› Drainage of the system to add

an effective cleaner, and system refilled

› Inside of radiators in flats cleaned and fitted with an isolation point

› Pipework altered to boost heating flow

Some tenants chose to put the work off until after Christmas, and housing officers have been regularly visiting residents since work started again after the festive period.

The Council opened up a number of empty flats in late November so residents could see examples of completed systems and modifications. Project Officers and representatives from Liberty Gas, our main gas contractor, were there to answer questions residents had about how this would work and fit

into their flats.The aim was to have work inside

each flat completed within four hours. To make sure residents stayed warm while systems were disconnected, Project Officers offered temporary fan heaters and, if required, hot water heaters.

Liberty Gas is the Council’s main heating system contractor. All company representatives carry a valid identification card. If you have doubts about any individual wishing to access your home saying they are from the Council or from Liberty Gas you should contact: Neil Smith (Project Officer) [email protected] 07718 602 258

Liberty Gas

Heating system upgrade for Riverside flats, Grantham

New immersion cylinders have been fitted in each flat for back up water heating


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Clean-up for Riverside – with plenty more improvements to come

Meet our Riverside staff

Outdoor areas at the Riverside sheltered housing flats in Grantham are looking spick and span thanks to a clean-up by council housing staff.

The area is also covered by SKDC’s Monday weekly inspection, resulting in clean up of graffiti, refuse clearance and the return of trolleys to their appropriate supermarkets.

Regular inspections are being

made, along with caretaker litter picks to keep the estate looking clean and tidy.

Inspection teams regularly engage with residents to find out where responsibility lies on any issues arising, helping them tackle nuisance and illegal fly-tipping.

Looking to the future, the Riverside complex currently has funding of

£75,000 approved for next year to renovate the residents’ common room and guest room, while £60,000 is allocated for building costs and £15,000 for furnishings.

The plans are part of an extensive and district-wide sheltered housing improvements programme currently delayed due to Covid.

BEFORE

AFTERAFTER

BEFORE

Triny HarjusSheltered Housing Officer

01476 406 529/ 07971 344 [email protected]

Clare LeiversHousing Officer

01476 406 080 [email protected]

Nigel SmithDevelopment Project Officer

01476 406 395 / 07813 350 [email protected]


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Housing services get to grips with Covid emergency

Council chips in during crisis

Helping the homeless during Covid

Wide-ranging council Covid measures kicked in as soon as the district went into its first national lockdown with two key aims: to maintain housing services and protect the health of staff and residents.

It meant that, when the latest New Year lockdown was announced, housing services continued to run smoothly with tried and tested procedures.

One of the first lockdown actions was to inform all parties of help and assistance available from other agencies and the Council’s own community hub. New measures included:

Housing staff switched to working safely from home Face to face interviews switched to phone or SkypeA new secure and Covid-safe facility created for files New viewing and signing procedures for SKDC properties

SKDC support and individual housing staff actions have made a real contribution during the pandemic. Positive action includes:

In the midst of Covid restrictions, housing staff had to meet demands of new homelessness provisions, placing huge pressure on the service to ensure no one was left on the streets. Council teams focused on quick repairs to empty properties to change them into shared temporary accommodation - and the caretaking team was redeployed to arrange furniture and equipment in new accommodation.

A new Change4Lincs ‘Everyone In’ rough sleeper initiative was set up with three other districts and continues to provide temporary accommodation during lockdown for rough sleeper and those at risk of homelessness.

A number of houses and flats

have also been converted into houses of multiple occupancy for vulnerable individuals.

and temporary accommodation Key safes fitted to all properties. Correct PPE provided for all mobile workers

Housing Officers also had to address a spike in anti-social behaviour on housing estates and in its temporary accommodation. Difficulties also arose with some residents not adhering to government guidelines around not meeting up with other households and social distancing; all challenges to a stretched service.

Staff were also able to refer people to SKDC’s Community Hub which remains in place and available to anyone in need.

What didn’t change was the way that Sheltered Housing was managed and vulnerable residents were looked after. Officers have continued to visit each scheme, conducting essential alarm tests and checks and providing a reassuring presence for residents.

£2,000SKDC donation of

to Grantham Poverty Concern

Grantham Poverty Concern delivering hot meals to those in need in temporary B&B accommodation

Staff donated the money they would have spent on a Christmas buffet and cards to food banks

Housing staff volunteered for the Community Hub to make befriending calls

A Christmas meal offered to all occupants of B&B across the district

£20,000 donated to district food banks during Covid crisis

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Council acts to house homeless over Christmas

Safe haven for treasure trove of military magazines

SKDC’s Severe Weather Emergency Protocol (SWEP) swung into action over Christmas. This is triggered by extreme cold or severe weather and helps to house rough sleepers or those at risk of homelessness.

Working with its partners at Change4Lincs, SKDC also converted another of its houses into a multi-occupancy property in Grantham before Christmas as part of its ‘Everybody In’ scheme to ensure everyone had a roof over their heads.

The Council’s Change4Lincs partnership with councils in South

Holland, North Kesteven and West Lindsey received a grant of £600,000 last year to support rough sleepers or people risking homelessness in the winter.

Sarah new role Sarah McQueen is the Council’s

new Housing Options Manager.She will be overseeing SKDC’s

homelessness prevention services, including the provision of emergency accommodation, as well as the allocation and letting of the Council’s housing stock. Sarah previously worked with Charnwood Borough Council for 11 years in its housing needs department. For housing advice queries please email [email protected]

Improving the management of empty properties

SKDC is working to improve management of its empty properties as part of ambitious housing improvement plans. It wants to speed up repairs and improve the turn-around of council properties so that they can be re-allocated quicker. Better collaboration across key service areas, wider use of digital technology, and stronger partnership working with contractors will all play a part.

Housing tenancy staff found themselves in a quandary when they cleared a property – what to do with thousands of air and ground combat magazines collected after a tenant died.

Rather than dispose of the priceless piles of magazines and manuals from the 1980s to present day, they stored them. All magazines and manuals have now been audited and will soon be on their way to a range of appreciative new homes.

Above: Stella Darker and John Redford with military magazines


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New look for our sheltered housing schemes

Tenants in sheltered housing schemes across the district are enjoying improved and colourful facilities as part of SKDC’s commitment to providing comfortable housing.

New shared facilities such as residents’ lounges have been redecorated and refurbished in Grantham, Barkston, Stamford and Bourne, with more planned when Covid restrictions permit.

Guest bedrooms have also had

the full treatment, ensuring a warm and comfortable welcome for visitors.

Residents voted on which colour schemes they preferred from three ‘mood boards’ supplied by housing staff.

The improvements are part of a £70,000 annual budget for soft furnishing upgrades and building work across the Council’s 30 sheltered schemes.

… with more planned when pandemic restrictions are lifted

Marina Bland, Fran Cornforth, Barbara Orchard and Tom Baker. St Nicholas Close in Barkston. (Picture taken before Covid restrictions)

A comfortable residents’ lounge at Meadow Close in Bourne

A refurbished guest room at Essex Road complex in StamfordA refurbished guest room in Barkston An ensuite upgrade in Barkston

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New complaints procedure for Council tenantsA new complaints procedure

is being introduced by SKDC, to make it easier for tenants to make a complaint and feel confident that it will be handled swiftly and efficiently.

The procedure, which operates across the Council’s housing activities, ensures a co-ordinated and responsive complaints service for tenants.

This will apply to anyone who feels that housing staff have not done something they promised, or tenants who are not happy at how things have been done.

It also covers all aspects of our landlord service including housing management, allocations, repairs and improvements and customer service and meets the new ‘Complaints Handling Code’ guidance issued by The Housing Ombudsman.

A key change is replacing a three stage process with a new two stage process - making it easier and quicker to make a complaint and get it dealt with.

Any tenant can make a complaint, or they can ask a representative to complain on their behalf, although SKDC would need the tenant’s permission to talk to their representative in such cases.

We want to make it easier for you to register a complaint. You can do this by calling us: › via customer services› online on our webpage› by letter › in person (when our

offices reopen)We will tell you we have received

the complaint and discuss how we can address it.

While we do all we can to resolve a complaint, we recognise that sometimes a tenant may not be satisfied with our response. In such cases, you can take your complaint to the Government’s Housing Ombudsman who will review the case. While you can contact the Ombudsman at any time, and we will provide you details of how to do that, they will only get involved once we have completed our response. How to register a complaint or request for help: 01476 40 60 80 [email protected] http://www.southkesteven .gov.uk/feedback South Kesteven District Council, St Peter’s Hill, Grantham NG31 6PZ

STAGE

01

Initial complaint

made

Investigated by management level officer in

housing. Response within 10 working days.

Is it a valid complaint?A complaint will be defined

as ‘an expression ofdissatisfaction, however

made, about the standard of service, actions or lack of action by South Kesteven District Council, its own staff, or those acting on its behalf, affecting an

individual resident orgroup of residents.’

STAGE

02STAGE

03Review of response

by management level officer in non-housing

service. Response within 20 working days.

OmbudsmanReview of response by Housing Ombudsman

www.housing-ombudsman.org.uk

Learning from issue

Council reviews causes of the

complaint. How do we improve from

this?

If still not satisfied

If not satisfied

How Housing Services have performed during the pandemic


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Figures cover the period April to December for 2019/20 compared to the same period in 20/21

Areas of activity 2019/20 2020/21 How we performedNew anti-social behaviour cases 297 299 No change

Anti-social behaviour cases resolved 171 286 An increase of 67%

Average number of active anti-social cases per month 173 203 17% increase in the number of cases under

investigationAverage time taken to close an anti-social case 154 days 106 days Reduction in time taken to close the case by 31%

Number of tenants supported (monthly average)

29 56

This is the number of tenants supported by the tenancy sustainment team to help manage their tenancy rather than risk losing it through issues such as rent arrears. It has increased by 93% compared to last year, as more tenants find themselves impacted by Covid-19.

Total number of tenants supported 68 79 14% increase

Average length of time providing support 137 days 147 days

The amount of support required has increased by 7%, as has the complexity of the cases which means they takes longer to resolve. This reflects the increased needs of the community during Covid-19 and the impact on our resources and staff.

Voids - average time for standard works 61 days 72 days

Void times have increased by 18% due to restrictions, meaning local authorities can only deal with emergency moves. It also includes restrictions on materials and working practices.

Good No change Needs improvement

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Carrying out DIY in your home where there is any risk of asbestos being present can put your health at risk.

If you want to carry out improvements, you should be aware that this may result in disturbance to materials containing asbestos, which can be dangerous when disturbed.

In domestic situations, such as in your homes, asbestos was used to give certain building materials strength and heat resistance. Its handling requires professional advice

and expertise.Any material containing asbestos

that is undamaged will not present a health risk, but when asbestos materials become damaged, are drilled, sawn, scrubbed or sanded, the risk can be increased.

Your tenant handbook has details of what you are allowed to do and when you need permission. Changes to the structure or fabric of your home – including home improvements and alterations – are not permitted under your tenancy agreement without prior written approval.

Seeking prior permission will enable us to check our records and advise you on the presence of any asbestos which we hold information on.

We will then be able to advise you on the controls that you will need to put in place to reduce exposure to you, your family and the person carrying out the work. Our current policy is to leave in place all materials that contain asbestos, are undamaged, and in good condition, where it is safe to do so.

Asbestos in or outside your homeA guide to your responsibilities and what to consider before doing any DIY

Where can I get more information?Property Services, South Kesteven District Council, St Peter’s Hill, Grantham, Lincolnshire, NG31 6PZ [email protected]

Useful websites:www.hse.gov.uk/asbestos (the Health and Safety Executive)www.aic.org.uk (The Asbestos Information Centre)

✁✂KEEP A COPY

If you are unsure if your DIY is in line with our asbestos guidance, call us on 01476 40 60 80 before you start your home improvements.

What do I need to consider before I do any DIY?

The following is a list of some of the domestic uses of asbestos containing materials: • Air-bricks• Bath panels• Boilers and pipework• Cold water tanks• Corrugated cement sheeting -

sheds and garages• Decorative coatings e.g. artexing• Fire surrounds• Flooring materials - vinyl/

thermoplastic floor tiles• Flue pipes• Rainwater and guttering

downpipes• Roofs and exterior walls• Soffit boards• Soil pipes• Sprayed coating on steel framed

buildings• Wall boarding - internal partitions,

airing cupboard linings, duct and pipe coversFor the full advisory leaflet visithttp://bit.ly/SK-asbestos


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If you are online You can find the latest information, help and support during COVID-19 by visiting our website at www.southkesteven.gov.uk/coronavirus

Our services for you

Other organisations that can help:

National advice lines

South Kesteven District CouncilYou can contact the Council about benefits, rent or other issues. 01476 40 60 80 Out of hours 01476 590 044 [email protected]/coronavirus

Tenant EngagementContact Ken Linford, Tenant Engagement Officer 01476 406 080 HousingFB@southkesteven.

gov.uk

Emergency repairs 01476 406 080 / 01476 590 044Reporting Anti-Social Behaviour 01476 40 60 80www.southkesteven.

gov.uk/nuisance HousingManagement@

southkesteven.gov.ukFor other kinds of anti-social behaviour, such as criminal activity, you should contact the police - use 101 if it is not an emergency. (call 999 if it is an emergency)

SK Community HubHelp, advice and support for older and vulnerable residents during the pandemic. 01476 406 177 [email protected]

Food Banks Support for people who cannot afford food or other essentials. In the first instance please call the SK Community Hub. 01476 406 177 [email protected]

Age UK (Lincoln and South Lincolnshire)Companionship, advice and support for older people. 01522 696 000www.ageuk.org.uk/lincolnsouthlincolnshire/

Lincolnshire County CouncilInformation and advice on council services and support available in Lincolnshire. 01522 552 222 [email protected]

www.lincolnshire.gov.uk/coronavirus-support-services

Lincolnshire Resilience Forum A county helpline for people who are self-isolating. 01522 782 189 [email protected]/coronavirus-support-services

Lincolnshire Community and Voluntary Service A charity supporting the health and wellbeing of communities and individuals in Lincolnshire. 01205 510 888www.lincolnshirecvs.org.uk/covid-19/

Grantham & District Poverty Concern GroupSupports vulnerable members of the community to relieve both poverty and homelessness.Contact Chris Thomas on 07517 943 792 or via granthampovertyconcern @gmail.com www.granthampoverty concern.org.uk

Citizens Advice 03444 111 444www.citizensadvice.org.uk/about-us/contact-us

Department for Work and Pensions (DWP) 0345 606 0265www.gov.uk/government/organisations/department-for-work-pensions

Victim Support 0808 506 1688Victimsupport.org.uk

The National Domestic Abuse Helpline 0808 200 0247

NHS- non-urgent medical need 111 www.111.nhs.uk/

skyline - south kesteven district council

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