Home NewsThe Annual Magazine for Council Tenants and Leaseholders

New-build housing More good quality homes for tenants. P4

bcpcouncil.gov.uk

Annual Reportinside P15

2018/19

Downsizing How moving could give you a new lease of life. P5

Introducing Emma Your new service charge officer. P9

We celebrate 100 years of council housingP6

Pay your rent onlinebcpcouncil.gov.uk/pay Don’t forget your reference number – find it on your rent letter.

Other ways to pay:

• Direct Debit – call us to set this up

• Standing Order – ask for our payment details, then contact your bank

• Telephone payment – 0330 0887966 for our automated service available 24/7

• Rent payment card – contact us to request a card.

Got a rent payment query?

Contact the Tenancy Advice Team on 01202 451915

2

Contents

About Home NewsPublished by: Housing Landlord Services, BCP Council

Sent to: Council tenants and leaseholders in Bournemouth

Date: October 2019

Feedback: 01202 458314 / resident.involvement@bcpcouncil.gov.uk

We know that there are high numbers of tenants and leaseholders who do not

use the internet. That's why we continue to send you Home News to ensure

you receive vital updates and information about your housing services.

Environmental considerations

Home News is produced using vegetable oil-based inks on FSC certified paper, meaning

that it comes from a well-managed, sustainable source. In addition, we are supporting the

World Land Trust to protect 188m2 of critically threatened tropical forest through a

‘carbon capture’ charge. This helps to offset the CO2 (carbon dioxide) generated in

the production and delivery of the paper.

Alternative formats

You can read or listen to Home News online at: bcpcouncil.gov.uk/HomeNews

We can also provide Home News to you as an audio version on CD. Telephone: 01202 458314 for information.

CBP001373

3

Contents

Lorraine Mealings Director of Housing

WelcomeAs the new Director of Housing for BCP Council, I am really pleased to introduce this edition of Home News.

We leave behind a busy year of change during which the team has been continuing to deliver services to you to enable you to enjoy your homes.

The council has seen significant changes over the last year as Bournemouth Council ceased to exist and we became Bournemouth, Christchurch and Poole Council (BCP Council) on 1 April 2019. There were many financial and legal issues that needed to be addressed to switch this across, but I hope that this didn’t affect the services you received from us, apart from seeing a new name and logo.

This has led to the creation of a much larger council which now serves around 400,000 residents, giving us opportunities to have greater influence nationally and to make even better use of the collective resources across our towns.

Housing thankfully remains at the top of the national policy agenda. We see a continued focus on the need for an increased housing supply, which you will know we have been delivering locally through a continued new-build programme.

The housing service is an extremely busy one. I can be sure that whatever we are involved in, we are set for another interesting, productive and busy year ahead.

I hope that you will enjoy reading about many aspects of the service in the latest magazine.

In this issue

4Housing developments

6-7Celebrate 100 years of council housing

10-11Fire safety

12-13Repairs and maintenance

14Comments, compliments and complaints

15Annual Report

22Community information

23Out and about

20-21Senior living news

30-31Get gardening

4

Housing developments

Housing developments take shape

With a big demand for housing all over the country, the need to build more quality, affordable homes is greater than ever. In Bournemouth, our plans continue to develop with new family council homes being built and planning permission sought for a mixed-housing scheme in Westbourne.

by Jon ThorntonHousing Development Manager

New council homes Two new three-bedroom family homes featuring rear gardens and parking for two cars were recently built in Helyar Road in Townsend (pictured above and right).

The homes took 40 weeks to build and the work was completed by our own workforce. The design of the properties is similar to existing housing in the area and includes energy efficiency measures such as:• enhancedinsulation• tripleglazing• heatrecoveryunitsonthegas heating systems.

These good quality properties have also achieved the highest-level gold award in the ‘Secured by Design’ (SBD) scheme. SBD is a police initiative to help improve the security of buildings and their immediate surroundings to provide safe places to live.

Families from the council’s housing register have successfully bid on Dorset Home Choice and been allocated the new properties.

Work is well underway to build three more new houses, this time on an old garage site at Charminster Close. The three-bedroom family homes are being built by our own construction team and will have energy efficient features. They are expected to be finished early next year.

Westbourne housing redevelopment proposed

A planning application has been submitted for more than 120 apartments as part of a redevelopment of a council-owned site at Princess Road, Westbourne.

This development will help meet the need for more affordable homes with four blocks, ranging from six to 10 storeys high containing:

• 22sharedownershipapartments• 65affordablerentedapartments• 34privaterentedapartments.

The proposals also include a 20-bed hostel for families in need of emergency accommodation and 101 parking spaces.

Public consultation on the draft proposals took place early in 2019. Common themes included concerns about inadequate parking which was carefully considered and incorporated into the scheme. Impact on existing trees was also raised and the development has been designed in a way to ensure that most trees remain.

Did you know?Affordable housing is for eligible households and includes schemes such as affordable rent and shared ownership. Affordable rent is below the local market rate and offered to eligible people who are on the housing register.

FACTBCP Council has an ambition to develop around 250 council homes in Bournemouth, Christchurch and Poole between now and 2022.

5

Lettings

Free to use for all tenants of BCP Council

HomeSwapper is the UK’s largest community of social housing tenants looking for a home swap. It’s a quick and easy way of finding both local and national moves, with 400,000 social tenants currently using HomeSwapper.

Only HomeSwapper has the size, scale and features needed to ensure that you are as successful as possible in finding your new home.

There are lots of reasons why someone might want to downsize. Tracey from Pokesdown did a ‘Home Swapper’ mutual exchange and tells us why she decided to move.

“I moved into a housing association property when my daughter was a toddler and we stayed there for 19 years. When my daughter met someone, she moved out and our home felt empty without her. We could have hung on feeling like this, but my husband and I decided we should move out too.

“We had always paid the rent for a two-bed property ourselves, so it wasn’t about the money. We knew that it was our time to go and that downsizing would help someone that needed the extra space. We asked our daughter if she wanted us to stay on and she said

Could swapping or downsizing your home give you a new lease of life?

no. She’s happy that we’ve made the move and glad we’re getting on with our own lives.

“Moving was a good thing for us and something to feel positive about. It makes you feel young again and it’s exciting to be decorating and making somewhere else your home. We still pay our own rent but it’s cheaper and so is the Council Tax and fuel bills.

“We’re just so pleased we decided to do it.”

Use the Home Swapper service if you would like to exchange homes. Our Rightsize scheme* offers financial incentives to council tenants looking to downsize - register at: dorsethomechoice.org or telephone: 01202 451467

*Rightsize scheme includes:

£500 for every bedroom released

£500 removal grant

6

History

Celebrating 100 years of council housing

Before the introduction of council housing, most of the population privately rented what they could afford. Borrowing and mortgages were almost unheard of so only the richest people could afford to own their home. Families rented modest accommodation, often just a room. Many of the poorest people lived without lighting, or private cooking and washing facilities.

At the end of the First World War in 1918, there was a huge shortage of housing in towns throughout Britain. Overcrowding and unsanitary conditions with shared toilets and no hot running water, contributed to ill health. The government’s attention focused on a national responsibility to provide homes.

In January 1919, as President of the Local Government Board, Dr Christopher Addison introduced a bill to establish a Ministry of Health and was appointed the first Minister for Health. On 31 July 1919 the Housing and Town Planning Act 1919 was passed - which became known as the 'Addison Act'. This was a significant step forward because local authorities were tasked with building

better quality, affordable housing for working people.

Early houses aimed at families consisted of a parlour, living room, scullery and three bedrooms. These were ready to move into by 1920, just a year after the Act was passed. Records and photos from the time show Bournemouth had sturdy detached family homes built in Southbourne, Winton and Kinson from around 1920. Most houses were provided with a generous sized garden to encourage tenants to grow their own vegetables. By 1927, rows of family homes had been built in Ripon Road and Strouden Road. By the 1940s, clusters of housing were popping up including the council and private bungalow development ‘Forest View Estate’ in Kinson, which includes Dolphin Avenue.

By the early 1960s, Bournemouth had 5,200 council properties. 2,450 of these were three-bedroom homes in keeping with Addison’s original idea to provide housing for families.

by Seamus DoranTenancy Services Manager

We are delighted to mark the 100 year anniversary with a special carving of the magnificent western redwood tree stump in thegroundsof1543-1545WimborneRoadinKinson.

The tree died in 2017 and the top section was removed for safety. The heart wood is good quality and suitable for carving and the stump has now been

earmarked for a unique piece of art.

The main image on the tree carving will be of famous Kinson resident, IsaacGulliver(1745-1822). He was known to own a lot of the land and ran his smuggling operations in the area. The carving will be complimented by a small information board, which will sit just outside the communal grounds.

Tree works are expected to take place during October at the time of Home News going to print. Why not look out for the carving next time you are passing?

Tree carving to mark 100 year anniversary

Castle Lane West

Verney Close

Dolphin Avenue

Brierley Road

Cunningham Crescent

Ripon Road

Montgomery Avenue

Mrs Kittle lives in this 1930s property and has been a tenant for over 60 years

7

Resident involvement

Local offers: our service standards As council tenants and leaseholders, you have the right to expect a good service from us as your landlord.

During 2017/18 we worked with our volunteer residents to draw up a list of service standards, which we call ‘local offers’. There are 17 in total covering various aspects of the service.

Our volunteers have agreed that the following are some of the most important ones:

• provideafastandefficientservice, responding to an enquiry within ten working days

• contactresidentswithinfive working days when an anti-social behaviour complaint has been received (24 hours if the allegation is serious)

• inspectandcleanthecommunal areas of all blocks of flats, maintaining standards of health and safety, cleanliness and repairs

• attendandmakesafeallrepairs within set timescales.

Residents have been checking through performance information, customer comments, anonymous feedback and survey results to monitor how well we upheld these offers in 2018/19.

See the full list of local offers on our website: bcpcouncil.gov.uk/localoffers

On 27 November, tenants and leaseholders can come together and meet housing staff, hear about the performance of the service and learn more about housing budgets at our Annual Residents’ Meeting. We are also holding a birthday tea party before the meeting to celebrate 100 years of council housing.

Join our celebration tea party…We want 100 tenants and leaseholders from Bournemouth and Poole to join us to celebrate 100 years of council housing on 27 November from 12 noon to 1.30pm, before the Annual Residents’ Meeting.

Why not come along and reminisce over a cup of tea and a light bite, whilst chatting to friends and perhaps making new ones. You can delve into Bournemouth and Poole’s past and browse our display of historic photos and items relating to local council housing. There will also be displays and

by Katherine Lynas Resident Involvement Co-ordinator

Council housing set to be celebrated at the Annual Residents’ Meeting

information about some of the community events and activities in our neighbourhoods.

…and stay for our Annual Residents' MeetingWe will present our achievements over the last year and let you know about our plans for council housing in Bournemouth. Hear about how much money has come in and how we have spent it to benefit tenants and leaseholders. Lorraine Mealings, Director of Housing will be attending along with Councillor Kieron Wilson, Cabinet Member for Housing, and other

housing managers. You will have an opportunity to ask questions and talk to members of the team. The meeting takes place from 2pm to 4pm.

We’d love to see you at this year’s event and do let us know if transport is a problem, as we may be able to help. Book your place for our celebration tea party and Annual Residents’ Meeting now. Remember places are restricted and allocated on a first come, first served basis so book now to avoid disappointment.

Email us: resident.involvement@bcpcouncil.gov.uk or telephone: 01202 458314.

8

Resident involvement

We want to know how our housing services can be improved and with your help we can do this. Your opinion counts and your ideas and suggestions can help us to make the service better for everyone.

Some of our volunteers take part in ‘task and finish’ groups to look in depth at specific issues. Groups may get together for one meeting lasting around two hours or we can hold several short meetings with practical activities carried out in between.

For example, during 2019 one of our task and finish groups reviewed the gas servicing process. Tenants helped us to agree a set of recommendations and we made improvements which have resulted in clearer appointment letters that are now ‘resident approved’ – look out for the logo.

Would you like to scrutinise the housing service and have your say? Just look at some of the topics that tenants and leaseholders will be discussing in the next 12 months... • Pets – in November we will look at the current policy and invite the group to give us their feedback. In the meantime, any tenants that would like to keep a pet should contact the Tenancy Advice Team. • Permission to make home improvements – residents’ input will help to inform our review.

Did you know?There are training opportunities for residents who want to be involved in improving the service. Equality and Diversity Training is planned for late October and Tenant Participation Advisory Service (TPAS) training is available too. Contact us to book a place.

• Service charges – an opportunity to shape this area of our service and scrutinise our decisions.• Empty homes – we will look at how we deal with homes that are empty between tenants moving out and new tenants moving in.

Other ways to get involved include:• Flat block champions - we will soon be recruiting champions who can help our service charge officer monitor standards in flat blocks. See next page for details.• Reading and communications panel – residents review and approve documents via email,

(including articles for Home News magazine, letters and leaflets) before they are awarded the resident approved logo.• Resident panel meetings – held three times a year, usually from 10.30am to 2.30pm. Officers and tenants involved in the task and finish groups give updates and consult with the wider group of volunteers.

Get in touch with us to get involved or find out more about any of these opportunities. Telephone: 01202 458314 or email: resident.involvement@bcpcouncil.gov.uk

by Katherine Lynas Resident Involvement Co-ordinator

Get involved and have your say

Service charges

9

Can I help you with a service charge query?If you live in a flat block or other type of property and are paying service charges, you’ll be interested to know that we’ve recently introduced a ‘Service Charge Officer’ job role.

Emma Goodwin has worked for the housing team for three years and is now working as our Service Charge Officer. We had a chat with Emma to find out how she’s helping to ensure tenants who are paying for additional services, receive value for money.

Firstly, what are service charges?“Service charges mainly apply to tenants living in flats, maisonettes and senior living schemes. They are additional to rent and cover services such as grass cutting and cleaning communal areas. We do not make money from these charges, we only recover our costs.”

Why has your role been created?“We have previously consulted residents about the introduction of service charges, and we know from feedback that people want a good service that represents value for money. That’s very much what my role is all about - a dedicated person to help with any service charge queries, resolve issues and liaise between residents and

the teams providing the additional services. It’s a really interesting and varied job.”

How do you ensure service charges are value for money?“It’s my job to calculate the service charges. I monitor the standard of services by carrying out spot checks and doing site visits to flat blocks. I answer queries from residents and liaise with the different areas of the housing service to resolve problems. I work closely with the neighbourhood inspector to see if there are any improvements that we can make to specific blocks or areas, work out what the impact will be on service charges and consult with residents.”

Contact us about a service charge queryYou can report service charge issues or queries to Emma by contacting the Tenancy Advice Team on: 08000 281870 or 01202 451915. Alternatively, email: housing.landlord@bcpcouncil.gov.uk

“I help with any service charge

queries, resolve issues and liaise between

residents and the teams providing the additional

services”

We are looking for volunteer flat block champions Do you want to be an extra pair of ‘eyes and ears’ by helping Emma to monitor the communal cleaning, grounds maintenance and repairs that take place at your flat block?

You will receive guidance and may be asked to visit other blocks with Emma. If this sounds of interest, contact Resident Involvement for a fact sheet and further information. Email: resident.involvement@bcpcouncil.gov.uk or telephone: 01202 458314.

10

Fire safety

Keeping you safe is our top priority and we take fire safety very seriously. We carry out regular fire safety assessments of all the council flat blocks in Bournemouth which helps us to identify any improvements that are needed. It’s also important that tenants and leaseholders are aware of fire risks and are safety conscious too.

There are many things that you can do to play your part in keeping your home or flat block safe. Here are examples of some of the ways you can help…

• Don’t leave clutter in communal areas, walkways, stairwells or on balconies. These are your escape routes in the event of a fire and they must be kept clear at all times.• Don’t use barbeques on balconies.• Don’t prop open fire doors.• Don’t smoke in communal areas.• Make sure your home smoke alarm works by testing it weekly. Report any issues to us.• Know what to do in the event of a fire. If the fire is in your flat get out and dial 999 and ensure doors are closed behind you. If the fire is in another flat stay at home until you are told to leave.

If you live in a flat block refer to the fire safety information on the back of your door and any notices in the communal areas. Further advice can also be found on our website that is specific to the type of property that you live in. Visit: bcpcouncil.gov.uk/homefiresafety

Electrical fire prevention at homeA common cause of electrical fires is faulty or old, outdated appliances. Electrical appliances, especially ones that run at high speeds and contain motors, like washing machines, should be serviced once a year by a qualified electrician. It’s also important to make sure that you register your appliances to stay up-to-date with the latest safety issues and any product recalls. Find out more on the government’s website: productrecall.campaign.gov.uk

Useful fire safety reminders

If you are looking for good quality second-hand electrical items you could come along to Give or Take events which are like jumble sales, but everything is free. All electrical items at these events are tested to make sure they are not faulty. Visit our website for details of events: bcpcouncil.gov.uk/recycling

If you are struggling with your finances and cannot afford to replace your old or faulty electrical items, please talk to our Money Management Advisor who can offer advice and may be able to help eligible residents (see page 19).

Make sure your home smoke alarm works by testing it weekly. Report any

issues to us.

by Max UnderhillSenior Building Surveyor

Fire safety

11

Home Contents Insurance specially designed fortenants and leaseholders in social housing.

Do you haveHome ContentsInsurance?Available to tenants and leaseholders is an affordableHome Contents Insurance scheme that brings youpeace of mind knowing that your furniture, belongingsand decorations are insured against theft, fire,vandalism, burst pipes and other household risks.Terms and conditions, limits and exclusions apply. A copy of the policywording is available on request.

The Crystal Insurance Scheme is a product name arranged and administered by Thistle TenantRisks a trading style of Thistle Insurance Services Limited. Thistle Insurance Services Limited isauthorised and regulated by the Financial Conduct Authority FRN 310419. Lloyd’s Broker.Registered in England under No. 00338645. Registered office: Rossington's Business Park, WestCarr Road, Retford, Nottinghamshire, DN22 7SW.

Contact Crystal Insurance on 0345 450 7286for more information. visit: www.crystal-insurance.co.uk to request a member of our team to call you.

Please also remember it is important that you don't overload electrical sockets by plugging too many appliances into one adaptor, especially those with a high electrical current rating such as kettles, irons and heaters. More advice is available online from: electricalsafetyfirst.org.uk

Home improvements must be approvedIt is vital that tenants and leaseholders seek our permission before carrying out any home improvements. This is to ensure your plans do not compromise fire regulations, the safety of your home and the safety of your neighbours’ homes if you live in a flat block.

Contact the Tenancy Advice Team on 08000 281870 or 01202 451915 for further details.

Safe and well visits Dorset & Wiltshire Fire and Rescue Service offer a free safe and well visit to residents. They will visit you at home to provide advice to make you safer.

The appointment normally lasts about one hour and covers topics such as:• using electricity safely• cooking safely• making an escape plan• what to do if there is a fire• keeping children safe

• good practice – night time routine and other points relevant to you.

If you would like to request a free safe and well visit, please call Dorset & Wiltshire Fire and Rescue Service on: 0800 038 2323.

12

Repairs and maintenance

In Bournemouth there are over 5,000 council homes and the task of maintaining and improving all of these properties is an ongoing process. Our home improvement programme invests nearly £7 million each year and covers planned works to ensure homes are of a good standard. These planned works include:• refurbishing kitchens and bathrooms• re-roofing properties • fitting double-glazed windows • fitting LED lighting in communal areas of flat blocks• replacing old boilers for more energy efficient models• converting electric heating to gas central heating• carrying out home adaptations such as stair lifts and ramps to help older residents and those with a disability.

Did you know?It’s your responsibility to carry out minor repairs such as clearing blockages to sinks and baths, replacing internal doors and door handles.

You said

It’s important that we spend the available funding for planned home improvements wisely. We carry out surveys to help us make decisions about where to spend money and to see which homes need major work. There are also ‘lifecycles’ of 20 years for replacing kitchens and 25 years for refurbishing bathrooms. Costs are carefully controlled to ensure that the budgets stretch as far as possible.

Find out moreIf your home is scheduled for any improvements, you will receive a letter at least 30 days before any work starts.

Home adaptations are improvements to help residents maintain their

Updating and improving homes

independence. If you feel you could benefit from one of these, contact Care Direct about a Disabled Facilities Grant. An occupational therapist will visit and assess your specific needs.

T. 01202 454979 E. caredirect@bcpcouncil.gov.uk

We regularly receive feedback from residents who have had a home improvement at their property. Here are just a couple of recent compliments.

New bathroom - “I’m very grateful for my nice new bathroom and so pleased with the work and the attitude of the staff who came to do the refurbishment.” Mr Rogers

Level access shower fitted through a Disabled Facilities Grant - “Brilliant job from start to finish. I’m 100% satisfied with every aspect of the work carried out.” Anonymous

Flat block front door improvements – “The door is easier for me to open and get through, making a huge difference to how I can get around in my wheelchair and the chap that came to do the work was amazing.” Ms Singer

by Tom RicherSenior Building Surveyor

Extension for a disabled adaptation

Level access shower (wet room)

13

Repairs and maintenance

Our repairs team carry out over 20,000 repairs a year to properties. There are a few things you can do to help us work safely and efficiently when we’re in your home.

When you have a repair, service or inspection appointment scheduled you can keep your family and our staff safe by:• clearing the area where the work is to be carried out so it’s free from any furniture or clutter and we can get access• keeping pets, especially dogs, under control or kept safely away• ensuring children do not distract staff or get in the way• not smoking when our staff visit as your home becomes their place of work and it should be a smoke-free environment.

Get your home ready for our visit

Don’t forget, if you are unable to keep your appointment for any reason please let us know as soon as you can. You can contact the Repairs Centre on: 08000 281870 or 01202 458326. Alternatively, email: housing.repairs@bcpcouncil.gov.uk

Don’t forget to check identity cards

We carry out all work using registered contractors. All council staff and contractor teams carry an identification card displaying their employer's details and are asked to show this to you on each visit. To protect your security and for peace of mind, please check identification.

If you have any doubts about the visitor, please call us before you let the person into your home.

If you have a visual impairment you can ask us to set up a password for you at the time you make your repair booking. You will then be able to ask the council tradesperson or contractor to tell you the password and confirm that the visit is genuine.

For more information contact the Repairs Centre on: 08000 281870 or 01202 458326.

Each missed appointment costs the housing service around £15 in wasted time.

It’s important you are at home at the agreed time to let the tradesperson inside to do the repair or service. If you can’t make the appointment let us know so that we can rearrange it for another time.Only gas servicing appointments can be

Don’t miss your repair or servicing appointment

made for evenings or weekends but there are a range of other convenient appointment times for repairs.

We also have a text message service which confirms the appointment and sends you reminders. Text messages will be sent from 'BCP Council'. It’s essential we have your up-to-date contact details for this to work successfully.

Remember, we have a legal right to enter and access properties to carry out repairs and servicing.

Please contact the Repairs Centre as soon as you are asked to book an appointment on: 08000 281870 or 01202 458326

Bogus callers have been known to pose as council staff. Always ask tradespeople knocking at your door for official identification (pictured above).

14

Customer service

Comments, compliments and complaints help us to understand when we’ve done something well or got something wrong. This feedback gives us the opportunity to improve our services to all residents.

You may wish to provide feedback about:• thelevelofserviceweprovided• thelengthoftimetakentoprovidethe service or requested information• howwellwekeptyouinformedofa decision we made• theattitudeorbehaviourofourstaffor contractors.

Not satisfied with our service?In the first instance please contact us and let us know what’s wrong, as we may be able to remedy your concern quickly. This avoids you having to go through the formal complaints process. It is helpful if you explain why you are unhappy and what you think should be done to resolve the problem. We will investigate and try to put things right where we can.

If you are still unhappy you can raise a formal complaint through a form on our website: bcpcouncil.gov.uk/complaints or let us know by contacting us in the usual way.

How are formal complaints dealt with?A formal complaint will be acknowledged within three working days and concluded within 20 working days. Complaint records are kept, and we log who has been involved and the action taken. This helps us understand why your needs were not met, what went wrong and make any necessary changes to ensure our service improves.

Listening, learning and improving our services to you

If you’re still not happy…Complaints may not always be justified, or we may not agree with your complaint. If you have made a complaint but are still not satisfied that we have dealt with it properly, there are independent bodies that you can report this to:• tenantscancontactthehousing ombudsman: housing-ombudsman.org.uk• leaseholderscancontactthehousing ombudsman or: gov.uk/courts- tribunals/first-tier-tribunal-property- chamber

Did you know?If you are having problems with your neighbour this should be reported to the Tenancy Advice Team. These types of issues are not the same as complaints about our service.

“I let them know I wasn’t happy with the gardening in the communal areas. The service charge officer visited, and this has now been put right. Standards have improved.” Mr Ball

EXAMPLE

Following the fitting of a level access shower, a complaint helped our technical team realise that it would be good practice to replace underfloor waste pipes in similar refurbishments. The process has now changed to include this.

EXAMPLE

Welcometo our annual report, which

gives you a snapshot of

how your housing service

performed in 2018/19,

which was the last year of

Bournemouth Council.

In this report we summarise

some of the 2018/19

highlights and look at our

plans for improvement.

Housing Annual Report2018/19

Annual Report 2018/19

Looking ahead we will:

improved our customer service by providing text message reminders for repair appointments

reduced the number of wasted call-outs to passenger lift faults by making better use of technology

fitted 250 new fire doors as part of a replacement programme

accessed a total of nearly £54,000 of additional income from charity grants and other sources, on behalf of tenants facing financial difficulty

• introduce new technology to remotely monitor heating and hot water systems and emergency lighting in communal areas / flat blocks

• continue to offer debt, benefit and budgeting advice to tenants

• introduce a new process for gas servicing that enables us to force access to the very small minority of properties where tenants do not allow us entry – ensuring the safety of the tenant, their family and neighbours

• work more efficiently and save paper by using systems to generate electronic forms such as gas service certificates and smoke detector inspections

• provide additional support to tenants to help them maintain their tenancies and avoid eviction

• continue to employ apprentices, investing in local young people and encouraging more people to work in the trades

• finish building and renting 20 more homes to families on the housing register and start on a programme to develop around 250 council homes in Bournemouth, Christchurch and Poole between now and 2022.

introduced a service charge to tenants receiving additional services, such as communal cleaning and gardening, to help us cover these costs and better manage our budgets

added 8 more homes to our housing stock (bought and new-builds) and rented these to families from the housing register.

Looking backIn 2018/19 we:

15

Customer service

91,771phone calls received

30 secondsaverage time taken for our Repairs Centre to answer phone calls

1,407customer visits to our Tenancy Advice Team at the Kinson Hub

104,564website page views of our housing information

Lettings

185more households were added to the housing register

328homes let to new tenants(excluding mutual exchanges) with

47 tenants supported to exchange homes

2,391 waiting for a one-bed home

1,222 waiting for a two-bed home

673 waiting for a three-bed home

253 waiting for a home with four or more beds

96%

tenants down-sized to a smallerproperty to better suit their needs16

Annual Report 2018/19

Home improvements and repairs

212new bathrooms

133new kitchens

500window replacement jobs carried out

emergency call outs to deal with issues such as water leaks, boiler or electrical issues

1,768

197 home adaptations – making older or disabled tenants’ homes more suitable for their needs to help maintain independence

102 of these adaptations were minor works such as fitting grab rails, ramps and accessibility taps

95 adaptations were major works such as home extensions, fitting level access showers and stair lifts

Annual Report 2018/19

satisfied overall with thelettings service

38,664emails received

Neighbourhoods and communities

4 neighbourhood inspectionsresulting in 170 defects resolved

We resolved 740 defects inflat blocks (including senior living schemes), which will each receive aminimum of 3 inspections per year, including a full fire risk assessment

A community clean-up day in Townsendresulted in

11 tonnes

of rubbish removed, including 2 skips of metal recycled

361new cases of anti-social behaviour

2evictions due toanti-social behaviour

Council housing in Bournemouth

properties 4,539people on the

housing register

530leaseholders

Figures above as at 31/03/19

373 bedsits

1,981 one-bedroom

1,520 two-bedroom

1,106 three-bedroom

100 four-bedroom

11 five-bedroom

3 six-bedroom+

Did you know?We’ve recently installed a new telephone system to record how long it takes the Tenancy Advice Team to answer calls

43formal complaints

22complaints upheld

84compliments

210boilers replaced with energy efficient models

71homes received new insulation

95%

satisfied with the overall repairs service

16

Customer service

91,771phone calls received

30 secondsaverage time taken for our Repairs Centre to answer phone calls

1,407customer visits to our Tenancy Advice Team at the Kinson Hub

104,564website page views of our housing information

Lettings

185more households were added to the housing register

328homes let to new tenants(excluding mutual exchanges) with

47 tenants supported to exchange homes

2,391 waiting for a one-bed home

1,222 waiting for a two-bed home

673 waiting for a three-bed home

253 waiting for a home with four or more beds

96%

tenants down-sized to a smallerproperty to better suit their needs16

Annual Report 2018/19

Home improvements and repairs

212new bathrooms

133new kitchens

500window replacement jobs carried out

emergency call outs to deal with issues such as water leaks, boiler or electrical issues

1,768

197 home adaptations – making older or disabled tenants’ homes more suitable for their needs to help maintain independence

102 of these adaptations were minor works such as fitting grab rails, ramps and accessibility taps

95 adaptations were major works such as home extensions, fitting level access showers and stair lifts

Annual Report 2018/19

satisfied overall with thelettings service

38,664emails received

Neighbourhoods and communities

4 neighbourhood inspectionsresulting in 170 defects resolved

We resolved 740 defects inflat blocks (including senior living schemes), which will each receive aminimum of 3 inspections per year, including a full fire risk assessment

A community clean-up day in Townsendresulted in

11 tonnes

of rubbish removed, including 2 skips of metal recycled

361new cases of anti-social behaviour

2evictions due toanti-social behaviour

Council housing in Bournemouth

properties 4,539people on the

housing register

530leaseholders

Figures above as at 31/03/19

373 bedsits

1,981 one-bedroom

1,520 two-bedroom

1,106 three-bedroom

100 four-bedroom

11 five-bedroom

3 six-bedroom+

Did you know?We’ve recently installed a new telephone system to record how long it takes the Tenancy Advice Team to answer calls

43formal complaints

22complaints upheld

84compliments

210boilers replaced with energy efficient models

71homes received new insulation

95%

satisfied with the overall repairs service

17

Annual Report 2018/19

Rent, income and how we spend your money

Most of the funding for your housing services comes from the rent that you pay, which is why it’s important that tenants pay their rent on time.

One of our biggest challenges this year has been an increase in tenants experiencing financial hardship. There has been an increase in tenants switching to Universal Credit and delays in this benefit payment being received.

• Our Money Management Advisor has helped nearly 400 tenants in financial difficulty by providing debt and benefit advice.

• We collected 97.75% of rents owed.

• 10 evictions took place for rent arrears, although more than half of these cases involved additional issues such as drug and alcohol problems.

Did you know?

The budget for council housing is called the Housing Revenue Account (HRA). Income from tenants’ rents and service chargesis spent exclusively on building, maintaining and managing housing.

Councils are able to borrow money within their HRA in order to build more homes to provide more income, or even to refurbish or regenerate existing homes.

Where the money came from

Rent andgarage charges

£22,525,222

Other income: chargeable repairs, service charges, leaseholder contributions

£1,946,777

Total

£24,471,999

Where the money was spentMuch of the spend in 2018/19 went on home improvements, maintenance and repairs as well as managing your services.

Ongoing maintenance and repairs

£5,327,666

Tenant services and management

£6,731,344

Interest payable on previous loans

£2,464,104

Other expenses

£817,820

Home Improvement Fund

£6,714,092

New-build homes contribution

£2,416,973

Total

£24,471,999

£7,000,000

£6,000,000

£5,000,000

£4,000,000

£3,000,000

£2,000,000

£1,000,000

0

18

19

Money advice

I help tenants who are struggling financially. I can help you understand your outgoings and can offer advice to boost your income, by checking you are getting all the benefits you are entitled to receive or by making charity claims.

Universal Credit updateBefore July 2019, you only transferred to Universal Credit if you were a new claimant or if you had a change in your circumstances. Although a specific date has not been set for the Bournemouth, Christchurch and Poole area, everyone on one of six benefits will gradually move across to Universal Credit. This will take place sometime between now and until 2023 as Universal Credit rolls out in full across the area. In the meantime, there are three key updates:

• If you live alone with substantial care needs and receive the Severe Disability Premium, you will no longer be moved to Universal Credit as planned. This prevents a reduction in benefit, which would happen if claiming Universal Credit.

Debt and money: free, confidential advice

• You can now apply for Universal Credit regardless of how many children you have. The two-child limit no longer applies. If your claim is successful, your Universal Credit payment may include an extra amount of money for dependent children who normally live with you.

• The government changed benefits for mixed aged couples from May 2019, which has resulted in claims being made to Universal Credit for some, rather than Pension Credit. For further information please see page 20.

Find out moreIf you are affected by benefit changes or are struggling with your finances, make an appointment to see me. Telephone the Tenancy Advice Team on: 01202 451915 or email: housing.landlord@bcpcouncil.gov.uk

by Karen Baker Money Management Advisor

*Warm Home Discount

check with your energy supplier to

see if you’re eligible

Child Tax Credit

Housing Benefit

Income Support

ESA*

JSA*

Working Tax Credit

will replace the following benefits

JSA - income-based Jobseeker’s AllowanceESA - income-related Employment and Support Allowance

Helping tenants with charity claimsMr M had substantial rent arrears and due to this, his tenancy was at risk. I applied to the Lighthouse charity who help staff and former employees of the construction industry.

Theyagreedtopay50percentofthe arrears. I also asked an electrical trade charity and they agreed to contribute. This reduced the arrears to an affordable amount for Mr M to pay back each month.

Mr S came to see me for budgeting advice. Looking at his income and expenditure revealed that he was spending too much on electricity and food. Mr S did not have a working cooker and had to buy in convenience foods and takeaways.

I applied to a charity who replaced the cooker. I also advised Mr S that he was eligible for the Warm Home discount*,whichpaidhima£140grant towards his electricity bill.

Annual Report 2018/19

Rent, income and how we spend your money

Most of the funding for your housing services comes from the rent that you pay, which is why it’s important that tenants pay their rent on time.

One of our biggest challenges this year has been an increase in tenants experiencing financial hardship. There has been an increase in tenants switching to Universal Credit and delays in this benefit payment being received.

• Our Money Management Advisor has helped nearly 400 tenants in financial difficulty by providing debt and benefit advice.

• We collected 97.75% of rents owed.

• 10 evictions took place for rent arrears, although more than half of these cases involved additional issues such as drug and alcohol problems.

Did you know?

The budget for council housing is called the Housing Revenue Account (HRA). Income from tenants’ rents and service chargesis spent exclusively on building, maintaining and managing housing.

Councils are able to borrow money within their HRA in order to build more homes to provide more income, or even to refurbish or regenerate existing homes.

Where the money came from

Rent andgarage charges

£22,525,222

Other income: chargeable repairs, service charges, leaseholder contributions

£1,946,777

Total

£24,471,999

Where the money was spentMuch of the spend in 2018/19 went on home improvements, maintenance and repairs as well as managing your services.

Ongoing maintenance and repairs

£5,327,666

Tenant services and management

£6,731,344

Interest payable on previous loans

£2,464,104

Other expenses

£817,820

Home Improvement Fund

£6,714,092

New-build homes contribution

£2,416,973

Total

£24,471,999

£7,000,000

£6,000,000

£5,000,000

£4,000,000

£3,000,000

£2,000,000

£1,000,000

0

20

Senior living news

Nationally it is estimated that 360,000 couples entitled to Pension Credit, are not receiving it. Among single pensioners, 840,000 people eligible for Pension Credit have not claimed.

Pension Credit is an income-related benefit which ‘tops up’ your income. It is made up of two parts - Guarantee Credit and Savings Credit. Guarantee Credit tops up your weekly income if it’s below £167.25 (for single people) or £255.25 (for couples).There isn't a savings limit for Pension Credit, but if you have over £10,000 this will affect how much you receive.

If you live with your partner who is of working age, please contact me as the rules are not straight forward, but you may still be able to make a claim for Pension Credit.

For information about Pension Credit eligibility and how to apply, make an appointment to see me by calling our Tenancy Advice Team on: 08000 281870 or 01202 451915.

Don’t miss out on Pension Credit

Changes to TV licensing for over 75s The government funded, free over 75TVLicenceschemeischangingfrom 1 June 2020. This means that allover75licenceholdersunderthe current scheme, will be issued a free licence for less than 12 months.

From 1 June 2020, there will be anewscheme.Anyoneaged75 or over, in receipt of Pension Credit, will still be eligible for a freeTVLicence,whichtheBBCwill pay for.

Those not in receipt of Pension Credit will need to buy a licence in future. You can find out more online at: tvlicensing.co.uk

Tenants living in one of our senior living schemes may still be eligible foraconcessionaryTVLicence.Thiscosts£7.50permonthifyouhave lived in the same property sinceAugust2013.

For more information contact the Tenancy Advice Team on 08000 281870 or 01202 451915.

Energy advice coffee mornings coming soon

We plan to hold coffee mornings for senior living residents to talk about the Local Energy Advice Partnership (LEAP) and the eligibility of the scheme, which helps people save money and keep their home warm.

Coffee mornings are planned for early in the new year. Look out for more information on noticeboards or read the LEAP article on page 22.

Nationally it is estimated that 360,000 couples and 840,000

single pensioners entitled to Pension

Credit, are not receiving it.

by Karen Baker Money Management Advisor

21

Senior living news

Over the last year we have been busy redecorating at our senior living schemes and improving the standard of the communal gardening. From lighting to lifts, a range of improvement works are planned for next year.

We will continue with our programme of upgrading the lighting in communal areas of senior living schemes to modern LED units. The beauty of LED lighting is that it automatically adapts to weather conditions to provide a consistent level of light. LED lighting is also more energy efficient and helps us to save on costs.

We will also be upgrading and repairing the lifts following the appointment of a new contractor. Improvements have already taken place which allow us to remotely monitor how well the lifts are working.

Senior living schemes: planned improvements

Feeling lonely?

Living in a senior living scheme can have a positive impact on your life and help to reduce feelings of loneliness and isolation. You live close to other older people and may benefit from communal areas for socialising and making friends.

Tenants often arrange social outings, trips and activities to spend time together, which is a good way to boost wellbeing. See what’s happening at your scheme. Or find out what other opportunities are available locally - for example in community centres and libraries.

If you’re still feeling lonely contact Silverline. This is a free, confidential helpline providing information, friendship and advice to older people on: 08004 70 80 90.

Helping tenants who have fallen at homeWe are introducing a lifting service to help tenants to get back up safely when they have fallen but are not injured. Some elderly tenants are too frail to do this themselves and may end up waiting on the ground for several hours for an ambulance to arrive. Our staff will be trained to use specialist lifting equipment.

The service is expected to be introduced in 2020 but will only be provided during the day initially. We may include an out-of-hours service at a later date.

We will provide senior living tenants with more details as our plans develop.

In addition to the above improvements, we hope to get planning permission for new buggy stores at 44 Alumhurst Road and Talbot Woods Court. We will keep tenants at these schemes informed of progress.

by Jennie HardySenior Housing Officer

22

Community information

Have you heard about the Community Fridge?

Have you heard about the Townsend Community Fridge? Everyone is welcome to take items from the fridge freezers which contain surplus food from supermarkets, local shops and other food businesses that have cooked too much to sell.

You can also share any of your own surplus food, which is useful if you’re going on holiday or have bought too much of something and can’t use it up yourself. Surplus food needs to be good quality and within its use-by date. You can typically find bread and other baked goods, fruit, vegetables and salad items plus tinned foods at the Community Fridge.

Caroline Green, Community Liaison Officer, said: “The Townsend Community Fridge has lots of benefits. It is a fantastic way to help local people to access free food, is a chance to bring the community together and deals with surplus food which has a huge impact on the environment.”

A Community Fridge can also be found in Boscombe Library and one is being planned for the West Howe area. Find out more online about the Townsend Community Fridge: facebook.com/townsend communitynews

Townsend Community Fridge

opening timesMonday to Friday

from 9am Townsend Community

Centre - BH8 0LT

Have you had your free gifts from LEAP yet?

We’re working with the Local Energy Advice Partnership (LEAP) to support eligible tenants and leaseholders to cut their energy bills and it’s all free.

You are eligible if a member of your household receives certain benefits or has a long-term health condition. These include:• HousingBenefit, Pension Credit, Child Benefit, Carers Allowance, disability benefits and others• highbloodpressure,diabetes, asthma, COPD, learning difficulties and others.

There’s personal advice and free gadgets for residents who qualify. A home energy advisor (pictured right) can install free energy saving measures if you don’t have them already. For example, low energy LED lightbulbs, smart electric sockets, reflective radiator panels and shower water savers.

Call now to find out more on: 0800 060 7567 or apply online at: applyforleap.org.uk

23

Out and about

Libraries – more than books

Head down to your local library and you might be surprised to discover what’s on offer. Wherever you live in Bournemouth, you won’t be far from one of the 12 libraries giving you access to information, Wi-Fi, computers, CD and DVD hire as well as books. Libraries also run a range of free sessions and drop-in events such as ‘Money Clinic’ with free expert advice on financial questions, computer courses, Job Club with advice on writing a CV and applying for jobs and regular Citizen's Advice Bureau drop-in sessions.

Find events at your local library: bcpcouncil.gov.uk/libraries

Beryl Bikes – ready when you are

Whether you want to travel sustainably or simply get out and about in the fresh air, Beryl Bikes are here for you. Pick up and drop off bikes at marked Beryl Bays. The distinctive emerald green bikes can be hired instantly through the Beryl app. Either pay-as-you-ride or pre-buy a day pass or a minutes’ bundle. Download the app from the Apple app store for iPhone or the Google Play Store for Android users and find a Beryl Bay near you.

Mr Evans, a local resident, hired a bike in Bournemouth and said: “I don’t have room to store a bike at home, so when friends were going for a ride I found a Beryl Bay nearby and hired a bike for the afternoon. It was great fun and so easy. I’ll definitely be doing it again.”

Make the most of your local green spaces

Whatever the weather, visiting local parks and open spaces can make for a fun and free trip out. Our parks have a varied programme of events throughout the year. Explore the area with ‘Monday Meanders’ – a guided walk lasting around two hours starting off at different locations weekly. Did you know that Stour Valley Nature Reserve has a Green Flag award? Follow a two mile stretch of riverside footpath through meadows and woodland. You’ll also find Kingfisher Barn visitor centre here where you can

join guided wildlife walks and find a range of nature activities. If you’d like to go at your own pace, print a copy of our tree trail and head out for a flat circular tarmac walking route around the Lower, Central and Upper Gardens. This is a great way to discover some of Bournemouth’s most beautiful and interesting trees (pictured above).

Find out more online: bcpcouncil.gov.uk/parks for tree trail information and: visitstourvalley.co.uk for Kingfisher Barn events.

24

Housing news

BCP Council – we’re here for youBCP Council is now your landlord and we are responsible for all local government services for the area. We serve around 400,000 residents from Hamworthy to Highcliffe, including all the council tenants and leaseholders in Bournemouth.

Don’t forget, you can continue to contact your housing services in the usual way, but we do have a new website address: bcpcouncil.gov.uk/housing

Climate emergency declaredAs a community leader the council must act now to protect the environment and move towards a cleaner more sustainable future. That’s why we have declared a climate emergency and set a target for the council to be carbon neutral by2030.

We are now looking at our policies and how we operate. We are creating a plan to achieve this target, which will be presented to councillors in December 2019.

Our housing service has been mindful of environmental issues for a long time and we have:• alreadyfittedsolarpvpanelsto some council homes• builtnewenergyefficienthomes• aschemetoreplaceboilersto grade A energy efficiency • aninternalandexternal insulation works programme• aschemetofitthermally efficient windows.

These schemes benefit tenants too, with warmer homes and reduced energy costs. We’re now looking at what further actions we can take.

Telephone calls and data protection

You will be reassured to know that we keep tenant and leaseholder personal details safe and secure. A new process is now in place for telephone calls. This is for your security and also gives us the opportunity to check that we have your correct details.

• If you call us - we will ask you a few security questions (such as full name, date of birth and full address including postcode).• If we call you - we will explain who we are and what we are calling about and ask you some security questions (see above).• If you email us - we will ensure that the email address you are using is the email address you have registered with us.

If you are not able to pass the security checks, we will write to you with the information you are contacting us about. Alternatively, you can come into the Kinson Hub with identification so we can verify who you are.

It's essential that we have your up-to-date contact details. Let the Tenancy Advice Team know if your phone number or email address has changed.

If you wish a friend or relative to speak on your behalf, we will ask you to complete a nomination form. Contact us for details.

T. 08000 281870 or 01202 451915 E. housing.landlord@bcpcouncil.gov.uk

by Julie DavisInformation & Involvement Officer

25

Local government

Meet the new director and councillor responsible for housingLorraine Mealings is the Director of Housing at BCP Council and she works closely with Councillor Kieron Wilson, who is the Cabinet Member for Housing.

We caught up with them to find out what the future has in store for the housing service.

Q: Councillor Wilson - why is the housing service important to you?“Having lived in the same council house all my life, I have ideas and a passion for my community. I live in and represent Muscliff and Strouden Park ward and I became a councillor because I wanted to be involved in decision-making. When I joined the Cabinet, I really fought for the housing service portfolio because I genuinely relate to issues around social housing.”

Q: Lorraine - tell us about the housing service at BCP Council…“Responsibility for council housing in Bournemouth is a key part of my role. My team also looks after the agreement which oversees Poole Housing Partnership - the organisation that manages the council properties in Poole.

“We’re also responsible for ‘Housing Options’ - a service for a variety of needs, from people who want to join the housing register, to those finding themselves facing homelessness. An important aspect for me is that we always seek to provide early support for people to sustain their tenancies and avoid homelessness in the first place.

“We have responsibility for construction too. New builds on council owned land could be new council housing, shared ownership homes or private rented sector housing. Recent government changes mean councils can borrow more money for house building. We are building more homes because we recognise that we need to tackle the housing register.

“Housing is at the heart of people’s lives so what we do matters, we need to do it well.”

Q: Councillor Wilson - what are the priorities for the housing service?“More good quality housing – including council properties. I also want to look at getting people out of temporary situations and into long-term homes

where they feel secure. Reducing homelessness is also a priority, but I know there’s no quick answer.

“I am working closely with Lorraine on our council housing priorities. Of course, we’re led by government policy, but local people are at the heart of everything we do, so compassion is key. Tenants and leaseholders’ opinions are important to us.”

Q: Lorraine – what is the future of housing for BCP Council tenants?“There is much debate nationally about the importance of council housing, especially in light of the Grenfell tragedy. We are watching these debates closely. In the meantime, we continue to seek improvements to the way in which we manage and maintain our council housing, as well as building additional homes where we can.

“Consultation on a new Bournemouth, Christchurch and Poole housing strategy starts soon. We will be encouraging tenants and leaseholders, other residents and all of our partner agencies to be part of the discussion and to help us shape the future.”

“Housing is at the heart of people’s

lives so what we do matters, we need

to do it well.”Lorraine Mealings

Cllr Wilson with Lorraine Mealings

26

Social housing

A new deal for social housing

Central government sets national policies and provides guidance and regulation which affect how we provide your council services.

In August 2018 the government published its social housing green paper called: ‘A New Deal for Social Housing.’ The green paper covered proposals to address a range of issues such as housing safety, supply and the stigma of social housing. It aimed to rebalance the

relationship between residents and landlords.

The government was expected to publish more information about the proposals this autumn.

We are not sure when this will happen due to other national issues such as the UK’s plans to leave the European Union (Brexit) and a possible General Election.

Whilst we wait for more details, we can summarise the five key themes in the social housing green paper, along with the government’s progress.

Did you know?In Bournemouth, we met with local tenants to look at the proposals in the green paper and responded to the government’s consultation, which closed in November 2018. Contact us if you would like to be involved in future consultations on national housing policies. Email: resident. involvement@bcpcouncil.gov.uk

1. Ensuring homes are safe and decent Support for residents to deal with their landlords on issues of building safety and a review of the decent homes standard were proposed. A national group of social landlords and tenants has been set up to develop best practice in this area.

2. A more effective way for tenants’ complaints to be resolved The green paper looked at options to make the process of handling and resolving complaints faster, easier and more effective, but this will require legislation.

3. Empowering residents and strengthening the regulator The proposals considered how social housing landlords’ performance is assessed and how this information is presented and published. Councils are expecting more scrutiny around regulatory standards.

4. Tackling stigma facing social housing tenants and celebrating thriving communities The design and quality of homes and their surrounding area impacts on communities and has a role to play in reducing stigma - recommendations have since been made linking this to funding. A best neighbourhood competition was also proposed.

5. Providing more affordable homes and supporting home ownership The government has removed the borrowing cap, so councils can now borrow more to help them build new homes.

by Seamus DoranTenancy Services Manager

27

Tenancy

Have you seen any signs of gangs and organised crime locally?

Cuckooing is a term to describe a problem of vulnerable people being exploited by gangs involved in drug crime. They use intimidation, threats and target vulnerable neighbours with the aim of taking over their home. Often the person will have a drug problem.

Once established in a property the gang will use it as a base for drugs to be sold and used. They then target young people to become involved in selling drugs through a process of grooming.

Once the young person is involved it is difficult for them to escape. This type of crime is known as ‘county lines’ and the exploitation of children and young people is widespread with gangs from big cities operating throughout the country. If you have concerns about the wellbeing of a young person, please contact Children’s Social Care on: 01202 458101.

We will often become aware that a vulnerable tenant is being ‘cuckooed’ when reports of anti-social behaviour are received from neighbours.

We must act to protect the tenant and the surrounding neighbourhood and work closely with the police as well as other agencies to do this.

We may use injunctions to prevent anti-social behaviour from occurring, closure orders that prevent anyone from visiting the property or eviction when things are particularly bad. Even in these circumstances we try to help the tenant and may provide temporary accommodation.

You can help fight back against this type of organised crime by knowing the signs to spot and reporting your concerns. Don’t assume the authorities know, or that someone else has already reported issues.

by Melanie Pretorius Senior Anti-social Behaviour Officer

Know what to look for:• Isaneighbourgettingmorevisitors?• Dovisitorscomeatunusualtimesof the day or night?• Arecurtainsorblindsalmostalways shut?• Hasaneighbourstoppedleavingtheir house?• Aretheresuspicioussmellsaround the property?• Hasanti-socialbehaviourincreased around the property?

• Isthepropertyinpoorconditionand are there signs that the doors or windows have been forced?

Let us now if you suspect a local property is being used for drug dealing. If you have concerns that a vulnerable neighbour is being exploited, call the police on 101.

If you wish to remain anonymous, report it to Crime Stoppers on 0800 555 111.

If you have concerns that a vulnerable tenant is being exploited, you should report it to Crime Stoppers on 0800 555 111.

County line drug gangs exploit vulnerable tenants and take over their homes where they operate. Know what to look for:

Do visitors come at unusual times of the day or night?

Are there suspicious smells around the property?

Is a tenant getting more visitors?

Has a tenant stopped leaving their house?

Are curtains or blinds almost always shut?

Has anti-social behaviour increased around the property?

Vulnerable tenants are being exploited by gangs involved in drug crime.Know the signs to spot.

28

Is your home full of clutter?

Are you struggling with excessive clutter or know someone who is? When collecting and hoarding gets out of control your home becomes cluttered and disorganised causing a problem to you and others. This can affect your health and wellbeing.

Clutter is a problem when you can’t use your rooms as intended, for example if you are unable to easily prepare food and cook in the kitchen. Excessive clutter can cause falls, accidents and is a fire risk to you and your neighbours.

Hoarding happens for a variety of complex reasons and we don’t judge when someone seeks our help. We can put you in touch with the right people to help you get your life and home back on track. Contact the Tenancy Advice Team on:

T. 08000 281870 or 01202 451915 E. housing.landlord@bcpcouncil. gov.uk

Right to Buy is a government scheme that allows council tenants to get on the housing ladder by buying their council home at a discounted price.

Are you eligible?You can apply to buy your council home if:• it’syouronlyormainhome• it’sself-contained• you’reasecuretenant• you’vehadapublic-sectorlandlord (for example, a council, housing association or NHS trust) for three years.

You cannot buy your home while you have an introductory tenancy, but you can if you have a flexible fixed-term tenancy. There are some circumstances where you may not be able to buy, if you have debts or you have caused serious anti-social behaviour for example. Some properties cannot be sold under the Right to Buy scheme, including senior living accommodation and other properties for older people such as one-bedroom bungalows.

DiscountsThe maximum discount is £82,800, but the amount of discount received will be based on:• howlongyou’vebeenatenant• thetypeofpropertyyou’rebuying- a flat or house• thevalueofyourhome.

Is buying right for you?There are lots of things to consider before you buy. You will probably need to get a mortgage and will have other ongoing costs including insurances, repairs and maintenance.

You will be responsible for making your mortgage payments and may lose your home if you do not do this.

Flat owners become council leaseholders and will have to contribute to the council’s costs of maintaining the building – this could cover things like roof repairs. You will also have to contribute towards the cost of services if you have communal gardening and cleaning.

Your right to buy

Did you know?Once you submit a Right to Buy application, we will only carry out essential repairs to keep the property wind and water tight.

Free advice serviceYou can contact the government’s Right to Buy Agent service for free, impartial advice and help with the application process.

T. 0300 123 0913 W. righttobuy.gov.uk

by Seamus DoranTenancy Services Manager

Tenancy

29

If you are a council leaseholder, you are one of 530 people in Bournemouth who have bought your flat or maisonette under the government’s Right to Buy scheme.

Are you planning some DIY or home improvements to your leasehold property? As a leaseholder you have certain responsibilities. For example, you must contact us to get permission before carrying out certain works. You have the right to carry out improvements to your home, however you will need our permission for some alterations.

Before you get the paint brushes out or dust off your power tools, consider if you need to seek our permission.

Did you know?

You can:• paintanddecorateinsideyourhome• replace‘likeforlike’fixturesand fittings.

Seek our advice to:• replaceyourfrontdoor(somedoors are fire doors and need to meet regulations)• changeorreplacewindows• refurbishkitchensandbathrooms.

Permission is required for:• addingorremovingwalls• additionalstructures,including garages and sheds.

BalconiesWe do not allow balconies to be enclosed, for example to create an extra room. Do not make any alterations to your balcony and remember to keep this space free from clutter.

Roof space / loftsPlease remember that if you live in the top floor flat, the roof space is not part of your property and remains in the ownership of the council. This space can't be used for storage.

One of the main reasons to seek our

Home alterations: It’s vital leaseholders seek our permission

advice and permission for alterations is to check that your proposals don’t compromise safety regulations, especially fire safety in flat blocks.

Requesting permissionWe will need details of what you intend to do and the works you are proposing. We will let you know if you can go ahead or if the work is more involved, you may need to make an alterations application and pay a fee. If this is the case, we can provide you with a form to complete and more information.

Write to us:Housing ManagementThe Kinson Hub Wimborne Road, Kinson, Bournemouth. BH11 9AW

Find out moreContact the Leasehold Team on: 01202 458348 or email: housing.landlord@bcpcouncil.gov.uk

Fire safety – important information If you let your leasehold property, it is your responsibility to keep your tenants informed about fire safety in the flat block. Seek our advice if you need further information about these responsibilities.

If you don’t seek the right permissions for alterations and improvements, you may face charges and legal action for breaking the terms of your lease.

by Vikki BrownLeasehold Management Officer

Leaseholder news

Our garden stars blossomed this summerOur expert judges Mark Warner and Gary Ware, from our grounds maintenance team, were joined by tenant gardening judges Dave Sheppard and Julia Saunders. They visited 37 gardens across Bournemouth for this year’s gardening competition and were delighted by what they saw. There were a variety of entries from tenants and leaseholders. The judges were wowed by the range of designs and of course the healthy plants and vegetables on show.

Mark Warner said: “It’s great to see people are enjoying their outside space and creating a haven outside their door.”

The judges made seven gold, 18 silver and 12 bronze awards and presented residents with certificates and vouchers to spend at Cherry Tree Nursery in Northbourne.

Do you want to get involved in 2020?Details of how tenants and leaseholders can enter next year’s competition will be sent out with the April rent statements.

Judging takes place in July, giving you plenty of time to get your garden entry looking its best. We welcome all garden sizes including small balconies so if you’re enjoying gardening in it, why not enter it?

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Trees and shrubs – a great addition to any garden

Trees and shrubs are a great addition to your garden. Deciduous trees can provide beautiful autumn colour while evergreens give you lush foliage all year round.

If you have inherited trees at your property, please contact us for advice before removing or pruning any. Some may be protected by preservation orders. Trees are a fantastic asset for our environment cleaning the air and providing oxygen so we’re unable to fell trees unless there is a good reason, which is why we’re happy to chat to you about any tree issues you may have.

If you are looking to add to your garden, trees and shrubs make good investments as they will last for years if looked after. There are some considerations when choosing plants for a smaller garden and especially for a rented property, as whatever you plant needs to be manageable in the future. A tree is a tenant’s responsibility, so consider the work involved in looking after it, such as pruning. You

may need to pay someone to help you in the garden if it becomes overgrown.

Planting in pots could be an idea. Some trees like Japanese maple, and many types of fruit trees will do well in containers. If you are planning to plant directly into the ground, it is helpful to think how big a mature tree or shrub will be before you buy. Once you have chosen, consider the spread of the tree or shrub (how wide it might grow) and then think about your boundary. A tree could affect neighbours in the future if planted too near the edge of your garden. It is also a good idea to plant away from fencing to give yourself access for pruning.

If you only have room for one tree, a fruit tree such as an apple, will give you year-round interest; spring blossom, autumn colour as well as fruit.

Did you know?You can get offers on home composters and water butts online at: getcomposting.com

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Regular jobsDoing ‘a little and often’ in your garden can make all the difference and help keep your garden looking lovely:

• mow the lawn regularly • prune trees, shrubs and hedges but be sure that you seek advice before pruning any tree • remember to water pots when it’s dry• dead head plants in the flowering season • sweep or rake fallen leaves • compost grass, clippings and leaves.

Communal gardensSome properties have volunteer gardening circles, so if you haven’t got your own garden, why not see if you can get involved?

Remember that communal space is for the use of everyone so it can’t be used as storage for your own belongings such as outdoor toys or furniture.

Want to ask a question?Contact the Tenancy Advice Team on: 08000 281870 / 01202 451915 or email: housing.landlord@bcpcouncil.gov.uk if you have a query about a tree at your council property or on council housing land.

by Mark WarnerGrounds Maintenance Manager

The Royal Horticultural Society (RHS) website has a video guide to choosing trees: rhs.org.uk

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Contact UsCouncil Housing Repairs*(including emergency out of hours repairs)

Other useful council telephone numbers for services in Bournemouth

Care Direct (adult social care) 01202 454979

Children’s Information Service 01202 456222

Council Tax 01202 451597

Litter, fly-tipping and graffiti 01202 451199

Parking enquiries 01202 454721

Bins, rubbish and recycling 01202 451199

Roads, pavements and potholes 01202 451199

Street lights 01202 451199

*Our freephone number is free from most landlines but there may be a charge for mobile phones in particular, so please check with your phone provider. We also have landline telephone numbers which can be used as an alternative.

08000 281870 or 01202 458326Email: housing.repairs@bcpcouncil.gov.uk

Tenancy Advice Team*(including rent, tenancy and anti social behaviour issues)

08000 281870 or 01202 451915Email: housing.landlord@bcpcouncil.gov.uk

Visit our website to report a problem, apply and pay for services online, 24 hours a day. W. bcpcouncil.gov.uk

Our address:Housing Landlord Services, BCP CouncilThe Kinson Hub, Wimborne Road, Kinson. BH11 9AWW. bcpcouncil.gov.uk/housing

Our offices are open to the public, Monday to Friday from 9am to 5.15pm (5pm on a Wednesday). Evening appointments also available on request.