Annual Report to Tenants 2012
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Transcript of Annual Report to Tenants 2012
HOME!CITY OF LINCOLN COUNCIL
ANNUAL rEpOrT TO TENANTs 2011/12
FIND OUT HOW WELL WE’RE PERFORMING!New homes, rent, repairs and services - it’s all inside...
ONLY IN HOME!
WE’RE MAKING SOME CHANGES!
HOME! EXCLUSIVE
2
HOME! EXCLUSIVE
WELcOME TO OUR THIRD aNNUaL REPORT TO TENaNTs WHIcH WILL aLLOW yOU TO FIND OUT MORE abOUT THE RaNGE OF sERvIcEs WE PROvIDE aND HOW WELL WE aRE PERFORMING.
In April 2012 a new regulatory framework came into effect, which replaces the 2010 framework. The changes are shown below:
Last year the Tenant Services Authority (TSA) monitored and regulated us. The government is now changing this. The TSA closed in 2012 and the Homes and Communities Agency (HCA) took over
We have a new investment framework which will allow us to manage our own finance and investment, similar to housing associations
We can also use fixed-term tenancies for new tenancies
The HCA will not get involved in service delivery, but will take account of a new test of ‘serious detriment’, which is explained later in this report
Also there is much greater emphasis on tenancy scrutiny
THe Common prInCIpLeS of THe frAmeWork Are:
Co-regulation
Tenant leadership
Access to all and fairness
effective structures and transparency
SoCIAL LAndLordS SHouLd mAke Sure THAT TenAnTS Are gIven A WIde rAnge of opporTunITIeS To InfLuenCe And be InvoLved In:
The formulation of their landlord’s housing related policies and strategic priorities
The making of decisions about how housing related services are delivered, including the setting of service standards
The scrutiny of their landlord’s performance and the making of recommendations to their landlord about how performance might be improved
The management of their homes, where applicable
The management of repairs and maintenance services
It is more important than ever that we work closely with our tenants and tenant groups and we will be looking at how we can improve this over the coming year.
In the last year we saw the retirement of kevin Scott, Head of Housing, after 37 years of service and robin West, Tenancy Services manager, after 28 years of service. Sadly, Councillor bud robinson, the former chairman of the Housing Committee for many years, died this year. We should like to thank kevin and robin for their dedication to our service and pass on our condolences to bud robinson’s family and friends.
We have divided the report into sections to reflect the standards and included some performance information so you can see how we are doing.
over the next year we intend to continue to improve our services.
John bibby director of Housing and Community Services
councillor Peter West Housing portfolio Holder
Tony Higgs Chairman of Lincoln Tenants panel
FOREWORD
any comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
3
HOME! EXCLUSIVE
OUR NEW vIsION Is:
We HAve ALSo deveLoped fIve neW STrATegIC prIorITIeS:
Reduce poverty and disadvantage
We will work hard to support people living on a low income, help people out of worklessness, reduce educational disadvantage and improve our residents’ health and leisure opportunities. We will also work hard to improve community cohesion and tackle issues at a local level.
seek to increase the supply of affordable housing
We will use our role as housing provider, strategic housing authority and strategic planning body to increase the supply of affordable housing to rent or buy and to improve housing standards within the city.
Improve the council’s housing landlord function
We will improve all aspects of the council’s landlord function. We will also secure a more financially sustainable future to help better maintain council homes.
Reduce Lincoln’s carbon footprint
We will reduce the council’s carbon footprint and make financial savings by reducing energy use. We will lead the drive to reduce the city’s overall carbon footprint. In particular, we will focus our efforts on reducing the fuel bills of the poorest people in the city.
Develop a fit for purpose council
We will redefine the shape and purpose of the council to ensure it is financially stable, meets the needs of our customers and is well prepared to meet the challenges of local government and leadership.
TO sUPPORT THEsE PRIORITIEs THE HOUsING vIsION sETs OUT ITs aIM THaT ‘aLL LINcOLN REsIDENTs caN accEss a DEcENT sUITabLE HOME WHIcH THEy caN aFFORD IN a cOMMUNIT y WHERE THEy WaNT TO LIvE WITH THE sUPPORT THEy NEED TO LIvE INDEPENDENTLy.’
OUR VISION
any comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
“A city with a strong sense of history committed to sustainable growth and social justice”
OUR DELIvERy PLaN
THE REGULaTORy FRaMEWORk FOR sOcIaL HOUsING IN ENGLaND FROM aPRIL 2012
THE cOUNcIL Has a NUMbER OF INITIaTIvEs UNDERWay TO DELIvER THEsE PRIORITIEs. MORE DETaILs abOUT THEsE aRE sHOWN THROUGHOUT THIs REPORT.
There are five national standards that apply to local authorities who own social housing which are divided into two sub areas – consumer standards and an economic standard:
cONsUMER sTaNDaRDs Tenant Involvement and Empowerment Home Tenancy Neighbourhood and community
EcONOMIc sTaNDaRD Rent
Details of how we are meeting the standards are shown throughout this report. If you would like a copy of the Regulatory Framework for social Housing 2012 you can get one from www.homesandcommunities.co.uk/ourwork/regulatory-framework
4 any comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
We HAve InCLuded InformATIon In THIS reporT AbouT our performAnCe, LoCAL offerS And neW And ongoIng InITIATIveS. THrougH THe LInCoLn TenAnTS pAneL And ServICe foCuS groupS TenAnTS HAve gIven THeIr CommenTS And SuggeSTIonS for ImprovIng our ServICe.
bENcHMaRkINGWe have compared our performance with other social landlords so you can see how well we are doing: Excellent is ‘top quartile’ of Housemark’s benchmarking serviceGood is 2nd quartile of Housemark’s benchmarking serviceaverage is 3rd quartile of Housemark’s benchmarking serviceNot as good is ‘bottom quartile’ of Housemark’s benchmarking serviceWe have also provided information about local offers and service standards we have agreed with you.
DEVELOpING tHE ANNUAL REpORt tO tENANtS
WE HavE DEvELOPED OUR aNNUaL REPORT IN cONsULTaTION WITH TENaNTs THROUGH OUR sERvIcE FOcUs GROUPs, OUR HOMELINk EDITORIaL PaNEL aND THE LINcOLN TENaNTs PaNEL. THEsE GROUPs HavE LOOkED aT cUsTOMER FEEDback ON sERvIcEs, cOMPLaINTs, PERFORMaNcE, sERvIcE REvIEWs, MysTERy sHOPPING aND REaLIT y cHEckING aLONGsIDE THE sTaNDaRDs.
How we have assessed our performance
5
HOME! EXCLUSIVEany comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
AS A LAndLord We WILL Work HArd To Improve ALL ASpeCTS of THe CounCIL’S LAndLord funCTIon, WHILe mAxImISIng THe opporTunITIeS To SeCure A more fInAnCIALLy SuSTAInAbLe fuTure To Look AfTer CounCIL HomeS.
Through the Localism Act 2011, english councils took control of their housing rental income enabling them to plan effectively for the long term management of these key assets.
With a move to self-financing we are now fully in control of our housing stock and the rental income derived from it. We have borrowed the necessary money to ‘buy out’ of the previous system of paying a significant proportion of rental income to government. This independence now offers us tremendous potential to invest in both the stock and service moving forward, for the benefit of tenants.
Self-financing allows us to plan for the next 30 years. difficult decisions lie ahead on how the funds available will be allocated.
We WouLd LIke To buILd more CounCIL HouSeS And HAve ALreAdy STArTed doIng THIS. Work HAS STArTed on A SmALL deveLopmenT of fIve neW HomeS In WeLLIngTon STreeT. THeSe WILL be CompLeTed In deCember THIS yeAr.
our ability to borrow does give us some ability to continue a small building programme. A number of small infill and garage sites have been identified, some of which already have planning approval which will be brought forward for development in 2012/13.
using this borrowing opportunity and topping up with other available funding, we propose to develop a small scale building programme of six or seven new homes each year.
A survey was distributed in december 2011 to ask you about how you would like us to invest in your homes. We asked you to allocate pennies in a pound for how you would like to see your rent spent.
JUsT OvER 13 PER cENT OF yOU REsPONDED TO THE sURvEy aND THE REsULTs WERE as FOLLOWs:
1st building more council houses £0.34
2nd more home improvements £0.29
3rd Improving services £0.21
4th Improving the estate environment £0.16
further information about the findings of the survey are shown throughout this report.
INVEStMENt IN YOUR HOMES
Self financing
New build
Results of the Lincoln Standard consultation
6 any comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
We AIm To Improve TenAnT InvoLvemenT And empoWermenT And provIde TenAnTS WITH A rAnge of opporTunITIeS To InfLuenCe HoW We meeT nATIonAL STAndArdS by:
keeping all customers informed and ensuring that information is comprehensive, customer approved, in plain language and timely
effectively using tenant feedback to improve service delivery and meet customers’ needs
providing sufficient financial support to make sure that tenant involvement is effective and encouraged
embedding and ensuring compliance with the national regulatory framework of ‘local offers’ that gives tenants more say and involvement in decisions that affect their homes.
HOW yOU caN GET INvOLvED
you CAn: Join one of our focus groups
become a member of the Lincoln Tenants panel
Join in one of our estate inspections
Complete our surveys
get involved in a community group
Come along to events we hold
become a mystery shopper
tENANt INVOLVEMENt AND EMpOWERMENt StANDARD
cUsTOMER sERvIcE, cHOIcE aND cOMPLaINTs
We HAve: made and agreed a number of targets last year
with the Lincoln Tenants panel and the results of our performance are shown below
cUsTOMER saTIsFacTION
Last year we told you about customer satisfaction from the survey we carry out every two years. We are doing the survey again this year, but the results will not be available until 2013.
What we saidwe would measure
How did we do?2010/11
How did we do?2011/12
How we rate our service
Answer telephone calls within 30 seconds 56 per cent 49 per cent
See visitors at the contact centre within 20 minutes
11 minutes average waiting time
11 minutes average waiting time
Answer letters within 10 working days 81 per cent 77 per cent
Answer complaints within 15 working days 91 per cent 90 per cent
Answer complaints within 10 working days New for 2011/12 62 per cent
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HOME! EXCLUSIVEany comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
cOMPLIMENTs aND cOMPLaINTs abOUT OUR sERvIcE
We reCeIved 176 CompLAInTS from TenAnTS durIng THe yeAr, 76 of THeSe Were upHeLd.
The remainder were withdrawn, overturned or resolved once the tenant had met with the appropriate officer to discuss the problem. The majority of the complaints made were about repairs.
We received one official compliment about our service.
cHaNGEs TO THE Way WE HaNDLE cOMPLaINTs
THe LoCALISm ACT 2011 SpeCIfIeS CHAngeS To HoW We deAL WITH CompLAInTS.
The new national standards support co-regulation with tenants in agreeing, monitoring and scrutinising services. As with our current complaints procedure, tenants who wish to make a complaint should contact us in the first instance. only if the complaint is not resolved can you approach the Housing ombudsman. Tenants panels can be set up to investigate complaints and the ombudsman will only get involved if there is what is termed “serious detriment”.
“Serious detriment” is not defined but failures in services provided that have a serious risk to health and safety, loss of home, unlawful discrimination, loss of legal rights and financial loss would almost certainly be included.
UNDERsTaNDING aND REsPONDING TO DIvERsE NEEDs
We AIm To deLIver ServICeS fAIrLy And reCognISe equALITy of opporTunITy And CHoICe.
The City Council is committed to providing information and services fairly and without discrimination to meet everyone’s needs. It recognises a broad range of people with differing requirements, such as, race, religion, culture, nationality, ethnic background, colour, disability, sex, sexuality, age, literacy and income level.
We WILL do THIS by:
ensuring that all tenants are able to participate at a level that suits them while recognising the needs of particular groups such as young people, older people and other minority and special needs groups
Introducing a ‘sub-regional’ choice based lettings system in collaboration with north kesteven and West Lindsey district Councils to allow people in neighbouring areas (and vice versa) to bid for a wider range of social housing
undertaking equality impact assessments in-line with our equality and diversity policy
We often ask you to provide personal information about yourself. It is important that we have information about our tenants in terms of their sex, age and ethnic origin (etc). This enables us to provide more targeted services to our customers. We also might ask you to tell us how you’d prefer us to communicate with you. All this information is kept strictly confidential.
INITIaTIvEs aGREED THROUGH LOcaL OFFERs aND OUR sTRaTEGIc PLaN FOR 2012/13
re-design the website, allowing residents to self-serve
Continuation of the development of our customer access strategy
ON-GOING LOcaL OFFERs FROM OUR PREvIOUs REPORT
Increase satisfaction with the overall service to 88% by 2012
8 any comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
QUaLIT y OF accOMMODaTION
We AIm To deLIver THe deCenT HomeS progrAmme And Improve THe quALITy of ALL CounCIL properTIeS by:
keeping the stock condition survey information up-to-date through an annual review which will help provide a clearly defined standard of property that can be delivered beyond the decent Homes Standard
reviewing the process for how we award contracts and managing the decent Homes programme
Improving the security of communal areas in flat blocks and reducing the incidents of anti-social behaviour by installing new security doors
piloting a one year handy person service to offer a quick, effective repair service. This will tackle a wide range of support for older, disabled and vulnerable people to maintain independent living
HOME StANDARD
We HAve: Carried out extensive consultation to review
the Lincoln Standard and find out how you would like us to invest in your homes. We are currently looking at how we will invest any additional money we may have. our investment programme for the next five years is shown at the end of this report
provided choices within our major replacement programme
published information on our future programme of work on our website
WHaT WE saIDWE WOULD MEasURE
HOW DID WE DO?2010/11
HOW DID WE DO?2011/12
HOW WE cOMPaRE TO OTHERs
HOW WE RaTE OUR sERvIcE
Percentage of homes that fail the decent homes standard 4.1% 2.03% average
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HOME! EXCLUSIVEany comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
REPaIRs aND MaINTENaNcE
We AIm To provIde An effeCTIve reSponSIve repAIrS ServICe by:
reviewing the potential to establish a minor works team, if current arrangements don’t achieve the efficiencies required
Implementing latest technology for onsite operations to increase efficiencies
We HAve:
Considered the needs of vulnerable customers when carrying out urgent repairs and will continue to do so
been as flexible as possible with appointment slots
made second or follow up appointments while carrying out repairs and report any other repairs you may have
Introduced a number of new targets including:
1. Getting 75% of repairs right first time
2. Keeping 90% of appointments made
We have also taken a prominent role in assisting the Chartered Institute of Housing in the design of the national repairs Charter.
We were the first social landlord to sign up to the new repairs charter developed in partnership with mears and the Chartered Institute of Housing’s Charter Advisory group.
WHaT WE saID WE WOULD MEasURE
HOW DID WE DO? 2010/11
HOW DID WE DO? 2011/12
HOW WE cOMPaRE TO OTHERs
HOW WE RaTE OUR sERvIcE
average repair cost per property per week
£17 £18 We do not have a comparison
Urgent repairs completed on time
96 per cent 96 per cent Good
average number of days to complete a repair
15 days 12 days Good
Tenant satisfaction with repairs surveyed after work complete
97 per cent 98 per cent We do not have a comparison
Getting repairs right first time
New for 2011/12 81 per cent Not as good
keeping appointments first time
88 per cent 92 per cent Not as good
Homes with a gas safety certificate as at 31st March 2012
99 per cent 100 per cent average
10 any comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
ENERGY EFFICIENCY
THe LInCoLn Home energy STrATegy IS beIng revIeWed And WILL ALSo form pArT of THe TenAnT ConSuLTATIon THrougHouT THe Summer of 2012.
Three pilot schemes were completed during 2011/12 solar panels were installed in the common rooms at three supported housing schemes.
The five new properties being built will have high-spec insulation, windows and doors and will be built to Code 4 of the Sustainability Homes Code, lowering the carbon footprint of the houses and reducing utility bills for tenants. Solar pv panels on the roofs will provide electricity for the properties and state of the art heating systems will heat them.
We advise all new tenants of the energy efficiency rating of their home by providing an energy performance certificate. We are also looking at how we can improve the energy rating of our worst affected properties as one of our local offers (SAp ratings below 35).
HoW dId We do?
What we saidwe would measure
energy efficiency rating
How did we do?2010/11 75/100
How did we do?2011/12 74/100
How we compare to others excellent
How we rate our service
11
HOME! EXCLUSIVEany comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
DEDIcaTED aIDs aND aDaPTaTIONs sERvIcE
We carry out aids and adaptations to our properties for people with disabilities.
asbEsTOs aWaRENEss
We have an asbestos management policy to manage asbestos in homes safely. We also have an information leaflet about asbestos.
INITIaTIvEs aGREED THROUGH LOcaL OFFERs aND OUR sTRaTEGIc PLaN FOR 2012/13
We AIm To:
free up money for maintaining our own housing stock to the decent homes standard and continue to work to that standard
Investigate development and redevelopment opportunities within existing housing sites and garage sites
Complete the building of five council houses on Wellington Street
Implement a handy person service for older and disabled tenants
re-develop our sheltered housing schemes
Improve council energy use by reducing fuel poverty and carbon footprint
evaluate the council’s housing stock with a limited lifespan
Implement a new IT system to more effectively support the housing responsive repairs service
Seek accreditation of service excellence for the responsive repairs service
Work towards achieving national Customer excellence Award for our maintenance and investment service
review responsive repairs policies
ON-GOING LOcaL OFFERs FROM OUR PREvIOUs REPORT
review the Lincoln standard (consultation on the Lincoln Standard has been carried out and we are currently looking at your priorities and how these can be delivered)
offer more flexible appointment slots for repairs
keep 90% of repair appointments
measure average construction periods during void periods
review average time properties are left empty every three months
monitor the level of rent lost as a result of having properties unavailable to let, with the aim of minimising rent loss to 1%
Improve energy efficiency ratings on our worst offending properties
12 any comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
tENANCY StANDARD
aLLOcaTIONs, MUTUaL ExcHaNGEs aND EMPT y PROPERTIEs
We HAve:
Carried out a lean systems review of our empty properties and have commenced a new tenant satisfaction survey
HoW dId We do?
WHaT WE saIDWE WOULD MEasURE
HOW DID WE DO?2010/11
HOW DID WE DO?2011/12
HOW WE cOMPaRE TO OTHERs
HOW WE RaTE OUR sERvIcE
average time to re-let a property 37 days 36 days Not as good
average rent loss for empty properties 1.12 per cent 0.98 per cent average
average empty property cost £1,984 £2,108 We do not have a comparison
Offers accepted first time 70 per cent 80 per cent Excellent
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HOME! EXCLUSIVEany comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
cUsTOMER saTIsFacTION
cUsTOMER sERvIcE 2010 sURvEy 2012 sURvEy HOW WE cOMPaRE TO OTHERs
HOW WE RaTE OUR sERvIcE
satisfaction with the empty property letting standard
New local for 2011/12 91 per cent We do not have
a comparison
TENURE
We have reviewed our tenancy policy setting out the different types of tenancy we use, such as introductory tenancies, flexible tenancies and secure tenancies.
INITIaTIvEs aGREED THROUGH LOcaL OFFERs aND OUR sTRaTEGIc PLaN FOR 2012/13
We AIm To:
free up larger council houses for homeless applications and residents of over-crowded properties
review the staffing structure within the housing landlord function
develop and implement service improvement plans which demonstrate continual improvement
Co-ordinate and monitor different methods of involvement effectively so that tenants can be involved in delivering high standards of service
Implement a replacement housing rents IT system
upgrade mobile working
Instigate a management skills development programme for front line supervisors and team leaders
Improve our performance by seeking out good practice by other registered providers and benchmarking our services
ON-GOING LOcaL OFFERs FROM OUR PREvIOUs REPORT
provide a clear re-let standard which new tenants are satisfied is being delivered
cHaNGEs TO sOcIaL HOUsING
The government is improving access to social housing which will mean there will be changes to the amount of rent that some people pay and also changes to the length of time that they can live in a property.
cHaNGEs IN THE LENGTH OF TENaNc y
Councils have the freedom to grant two different types of tenancy. If a person has a secure tenancy (home for life) they can live in it for as long as they want. If someone has a fixed term tenancy their tenancy will be for a shorter period with an end date. At the moment we have not introduced fixed term tenancies; but our tenancy policy allows us to do so in the future in certain circumstances.
14
NEIGHbOURHOOD AND COMMUNItY StANDARD
NEIGHbOURHOOD MaNaGEMENT
We AIm To:
Seek accreditation to the Chartered Institute of Housing’s ASb respect Charter
Set minimum standards for how we will deal with anti-social behaviour
offer greater support to tenants who are victims of anti-social behaviour as well as enforcement against perpetrators
We HAve:
Increased the number of estate inspections being carried out and have planned 40 inspections for 2012/13
HoW dId We do?
We have reviewed the way in which we carry out estate inspections and now publish the results on our website. To find out when we will be looking at your area visit our website at www.lincoln.gov.uk/housing/counciltenants
EsTaTE sERvIcEs
We HAve:
Consulted garden service users and involved tenant representatives in the specification and selection of our new contract. This consultation and involvement has been invaluable in developing a new and improved garden service for recipients
LOcaL aREa cO-OPERaTION
Support those most affected by the recession to manage their finances by working with other social landlord partners and the voluntary sector
We HAve:
Started to develop estate investment plans
developed a neighbourhood agreement in conjunction with the neighbourhood management team in Abbey Ward
aNTI-sOcIaL bEHavIOUR
We HAve:
provided you with a supportive response which keeps you informed of progress
Started a review of our ‘out of hours’ service
retained our mediation services
published the successes we have had in reducing anti-social behaviour
INITIaTIvEs aGREED THROUGH LOcaL OFFERs aND OUR sTRaTEGIc PLaN FOR 2012/13
All new tenants will be provided with a voucher for the Lincoln Credit union entitling them to an account with a £10 initial balance deposited by the council
Support the Citizens Advice bureau in a bid for external funding to support new social housing tenants to maintain their tenancy and manage their money
extra support for repeat or vulnerable victims of anti-social behaviour
part funding of a community development worker in Abbey Ward to capacity build the residents group within Shuttleworth House
any comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
15
HOME! EXCLUSIVEany comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
WHaT WE saIDWE WOULD MEasURE
HOW DID WE DO?2010/11
HOW DID WE DO?2011/12
HOW WE cOMPaRE TO OTHERs
HOW WE RaTE OUR sERvIcE
satisfaction with our caretaking service (internal areas)
We did not do this survey in this year 78% Excellent
satisfaction with our estate cleaning service (external areas)
We did not do this survey in this year 69% Excellent
satisfaction with the grounds maintenance service
We did not do this survey in this year 78% Excellent
satisfaction with overall estate services We did not do this survey in this year 84% Excellent
satisfaction with value for money for our estate services
We did not do this survey in this year 77% Excellent
satisfaction with our hedge cutting for our garden service 72% 80% We do not have
a comparison
satisfaction with our grass cutting for our garden service 74% 91% We do not have
a comparison
16
RENtWe HAve:
maintained our high rent collection levels
There are some big changes to housing benefit to be introduced over the next three years. Working age tenants may have their housing benefit restricted if they are living in a property that is larger than their household size.
There is likely to be an increase in non-dependant deductions.
WHaT WE saIDWE WOULD MEasURE
HOW DID WE DO?2010/11
HOW DID WE DO?2011/12
HOW WE cOMPaRE TO OTHERs
HOW WE RaTE OUR sERvIcE
Rent collected against rent due 99% 99% Excellent
Level of arrears against the total rent due 2% 2% average
Tenants evicted due to rent arrears 0.15% 0.36% average
Changes to housing benefit
any comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
17
HOME! EXCLUSIVEany comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
VALUE FOR MONEY
FEEDbACK
We Are no Longer requIred To reporT on vALue for money. HoWever, We THInk IT IS ImporTAnT for you To See THAT you Are geTTIng good vALue for money And THerefore HAve InCLuded THIS InformATIon In our reporT To you.
We HAve:
monitored and reviewed our average management and maintenance costs per property
Looked to deliver annual efficiency savings as a percentage of the previous year’s budget for revenue and capital costs
IF yOU WIsH TO MakE aNy cOMMENTs ON THIs yEaRs aNNUaL REPORT TO TENaNTs, PLEasE cONTacT Us aT [email protected] OR caLL Us ON 881188. aLTERNaTIvELy yOU caN WRITE TO Us aT:
directorate of Housing and Community Services City of Lincoln Council City Hall beaumont fee Lincoln. Ln1 1de
WHaT WE saIDWE WOULD MEasURE
HOW DID WE DO?2010/11
HOW DID WE DO?2011/12
HOW WE cOMPaRE TO OTHERs
HOW WE RaTE OUR sERvIcE
average amount of working days lost through sickness 10 days 10.29 days average
THE cHaRT OPPOsITE DETaILs THE NUMbER OF
PROPERTIEs PER EsTaTE. THE FOLLOWING PaGE
sHOWs THE NUMbER OF THEsE PROPERTIEs THaT
aRE PROGRaMMED TO REcEIvE IMPROvEMENT
WORks DURING THE NExT FIvE yEaRs. EacH
cOLOUR IDENTIFIEs a sPEcIFIc WORk as sHOWN
IN THE cOLOUR kEys.
pROGRAMME EXpLAINEDOUR INVEStMENt
18 any comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
Estate No. of dwellingsa ermine east 931b St giles 1,150c newport/burton road 307D City Centre/ West end 844E Stamp/Tower 734F birchwood 993G Hartsholme 385H moorland 1,226J bracebridge/manse 404k ermine West 953
bathroom
chimneys
Electrics
Heating
kitchens
Roof structure & covering
Walls
Windows
Doors
Insulation
Landscaping & boundaries
Colour Key
pROGRAMME EXpLAINED
19
HOME! EXCLUSIVEany comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
area 2012/13 2013/14 2014/15 2015/16 2016/17a
b
c
D
E
F
G
H
J
k
23 5 10 46 17 16
2 3 28 6 109
12 19 32 24 6 54
2 24 75
47 27 29 58 9 44
6 4 41 75
107 26 260 109 41 39
1 2 70 110
22 22 22 22 22 22
22 22 22
35 19 24 12 39 130
5 22 176
56 61 15 45 30 75
129 7 33 299
42 29 38 83 4 36
5 13 21 3 377
66 11 29 88 16 64
3 23 46 1 246
23 150 18 115 2 64
13 24 813
2 8 7 3 1 3
21 18
7 1 6 4 17 13
14 13 34
1 2 5 13 4 8
1 24 15
12 1 10 22 2 12
1 6 83 1 23
2 7 2 25 1 1
1 1 5 3 129
14 16 22 12 7 4
20 19
18 1 13 11 15 1
1 1 34 56 49
12 1 3 98 4 29
5 41 1 8
71 58 69 5 4 3
230 8
4 24 4 27 2 1
11 1 141
16 13 27 16 20 2
7 5 15 92
21 2 21 24 24 6
13 10 83
37 34 24 24 14 10
4 43 46
59 11 21 51 19 13
1 5 60 1 59
9 7 7 101 4 3
3 18 181
72 8 33 33 41 8
30 210
24 4 5 18 35 139
94
16 2 37 13 28 7
29 1 170
49 10 57 16 48 4
76 47 1 108
22 1 6 62 3 9
6 56 267
15 8 10 12 8 17
1 1 16 53
8 1 16 1 9 2
1 4 9 22
14 2 7 2 2 1
2 13 45
12 2 9 7 13 1
2 16 1 10
4 11 3 23 11 1
18 100
27 163 74 50 26 39
24 14 40 1 257
22 1 23 12 29 1
33 24 171
28 1 28 67 12 10
3 4 28 221
49 2 36 91 32 58
6 22 163 1 261
17 53 13 60 2 33
1 6 33 568
13 5 6 13 3 10
1 4 17 48
4 11 2 7 2 37
4 32
8 3 16 11 8 17
3 13 1 45
38 1 27 12 13 22
5 22 67
4 23 19 29 2 18
1 4 5 160
18 14 12 17 3 51
1 2 28 79
23 3 7 39 34 2
37 3 63
23 4 5 35 3 17
1 59 61
129 1 7 45 14 42
2 149 98
21 3 80 79 2 5
3 1 100 293
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.
any comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de
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ANNUAL rEpOrT TO TENANTs 2011/12