Housing HIGHLIGHTS - Slough Borough Council
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Part of the ‘Slough Together as One’ mural, with artist Mark Crowther, Aik Saath volunteer Raheem Nagib-Dsane,
Cllr Madhuri Bedi - Foxborough ward, artist Alexis Milne and Aik Saath project worker Amon Dsane
Housing
HIGHLIGHTS
Housing Services newsletter
IN THIS ISSUE
P3 Fire safety
P5 Customer Excellence Project
Issued by Slough Borough Council
for our tenants and leaseholders P6 Survey results
ISSUE 42
Spring 2021
Repairs, maintenance
and investment (RMI)
Areas for improvement have been There are already improved call With the backlog, came an
identified following the recent waiting times and fewer complaints associated increase and subsequent
residents’ satisfaction survey. about the call centre service. backlog of complaints and casework,
which we recognise heightened the
Most of these areas are related to Whilst Covid-19 has presented many
dissatisfaction of both our residents
customer care and the time taken to challenges, it has also presented an
and members.
complete a repair. opportunity for the partnership to
re-think delivery of the service and We are working intensively in
With the appointment of new staff
put in place more efficient ways of partnership with Osborne to reduce
by Osborne, a clear service
working and improve the service this backlog and agree new ways of
improvement plan has been devised
delivered to residents. working to improve this service in
to address the issues raised and sets
future.
out a roadmap for continuous The first lockdown resulted in a
improvement for the future. The significant backlog of repairs which The council continues to closely
Resident Board is monitoring is being consistently reduced week monitor the service to ensure the
Osborne’s improvement plan. on week, whilst continuing to aspirations for improvement are
undertake routine repairs. fulfilled.
A day in the life of Ellie Newby
I joined Slough Borough Council in which need to be allocated across provide the partnership with an
April as Repairs and Voids Manager - the team. Following this I will usually opportunity to work through
lead for the repairs service and voids attend a myriad of meetings. solutions to issues and hear about
(empty properties) programme, the good things happening on the
As I represent the council and
working in partnership with contract.
contribute to operational
Osborne Property Services Ltd.
management decisions made about There are a number of proactive
I manage a team of three technical the RMI contract, no two days are routine monitoring tasks I need to
inspectors who go out and about in ever the same and issues can range undertake to keep everything
the borough to carry out property from a leaking sink to a falling running smoothly; including
inspections. chimney. reviewing the monthly payment
applications prior to invoicing.
I joined during the first coronavirus I work in the office, at home and also
lockdown which posed many go out to meet residents and To support improvement in the call
logistical and practical challenges. councillors, particularly in relation to centre we make calls to residents
Although not being able to initially complaints, which I oversee. following repairs to gauge customer
meet my team face to face, we satisfaction. I also review the
The main meetings I attend are
adapted to new ways of working monthly performance reports
monthly contractual sub group
and we’ve successfully managed to presented by Osborne to ensure the
meetings which focus on, and
have a closely linked service. data submitted meets the
monitor, key areas of the contract
contractual Key Delivery Indicator
With constantly changing including performance, customer
(KDI) targets.
government guidance, updating risk experience, complaints, social return
assessments has become part of our on investment (SROI) and other While I don’t get a spare minute, my
regular routine to keep us and our areas of operational management. role is a unique one and I am
residents safe. fortunate to be able to see first hand
These meetings give a good feel for
the difference the service can make
A typical day starts with a coffee and how the contract is working (or
to our residents.
a review of the daily inspections sometimes not working!) and
2 Housing Highlights Spring 2021
Fire safety in blocks of flats
- ‘Stay Put’ policy
Every year we carry out a number When should I evacuate? The guidelines are for people who
of fire risk assessments in our If you have a fire in your flat you live in houses, bungalows,
blocks. must evacuate and dial 999 maisonettes and flats.
One issue being picked up is the lack immediately to let the Fire Service • Do not leave any cooking
of information about our ‘Stay Put’ know. unattended on your hob or grill. If
policy. Here is what we are doing to What should I do if I see smoke or you leave your kitchen, turn off
improve this. the hob or grill.
flames in my block?
What does a ‘Stay Put’ • Keep tea towels, oven gloves and
Go back to your flat and call 999 to
policy mean? your clothes away from hot
let the Fire Service know what you
hobs/grills as they could catch
‘Stay Put’ means that unless you have seen and where the fire is.
fire.
have a fire in your own home, you Are there any extra safety features
should stay in your flat if you hear a • Keep your oven, hob, cooker hood,
for Broom and Poplar Houses? extractor fan and grill clean. A
fire alarm sounding.
Broom House and Poplar House are build up of grease and fat can
The work we have been doing with our two high rise blocks. All flats in catch fire.
Osborne has meant your flat has these blocks have sprinklers. If there • Make sure you turn off your
protections in place to make this the is a fire inside the flat the sprinklers cooker or hob when you have
safest place for you to be if there is a will come on. If smoke is detected finished cooking.
fire in your block. If you hear alarms then ventilation dampers will close
sounding please stay in your flat • Do not smoke in bed and do not
to stop smoke spreading through fall asleep while you are smoking.
unless told to leave by someone the block. If there is smoke on the
from the emergency services. There • Make sure all cigarettes are fully
landings the windows will
is no need to evacuate the block but put out.
automatically open to let the smoke
you can if you choose to and it is safe escape. Do not open these • Make sure all ash and cigarette
for you to do so. windows under any circumstances ends are fully out before throwing
You’ll see signs like this one, as this will damage the automatic in the waste bin.
pictured, being put up in all of our safety system. • Do not leave any candles
blocks of flats. unattended - even nightlights can
Why aren’t there any fire
cause fires.
extinguishers in my block?
• Remember not to tamper with,
We have taken out all the fire damage or cover your smoke or
extinguishers in our blocks so we heat detectors in your homes.
comply with Fire Regulations. These They are vital to keep you, your
regulations say that extinguishers in family and your neighbours safe.
communal areas can only be used
by people who have been trained to
use them, and who will be on site all
the time. We don’t have trained staff If you think anyone in your
on site 24 hours a day so the home would struggle to get out
extinguishers have to be removed. of your flat easily you must
contact the Housing Team on
What else needs to happen to 01753 475111 so we can create
prevent fires in my home? a Personal Emergency
Everyone should follow these Evacuation Plan which we will
guidelines to prevent fires at home. share with the Fire Service.
Housing Highlights Spring 2021
3
The Charter for Social Housing Residents
The government published the (with increased powers) so that To be supported to take your first
long awaited Social Housing White decisions are made more quickly step to home ownership
Paper - The Charter for Social and stronger action is taken • Build more affordable homes,
Housing Residents in November. against landlords where needed. including council housing.
The Charter makes clear the To be treated with respect • Helping people into home
standards every social housing • Strengthen the regulator’s ownership.
tenant in England is entitled to enforcement powers to tackle To make sure the council live up to
expect from their landlord to make failing landlords. the new Charter to government we
sure people feel safe and secure in
• Make sure the needs of tenants will work with the Regulator of Social
their homes, with problems fixed
are embedded in the culture of all Housing (‘the regulator’) to
before they spiral out of control and
landlords. strengthen the approach to checking
they can see exactly how good their
• Retaining co-regulation (currently and monitoring landlords, requiring
landlord is at dealing with
the role of Slough’s Resident them to:
complaints.
Board). • be transparent about
Above all, the Charter gives tenants a performance and decision making
• Introducing a system of routine
voice and makes sure they are so that tenants and the regulator
inspections to ensure compliance
listened to. can hold them to account
with the regulator.
The Charter includes seven themes. • put things right when they go
To have your voice heard by your
wrong; and
To be safe in your home landlord
• listen to tenants by effectively
• Strengthen the regulator’s role to • Deliver a new opportunities and
engaging with them.
explicitly include safety. empowerment programme for
• Launch a consultation on making residents to support more The government intend to put the
it mandatory to install smoke and effective engagement and to give requirements into law “as soon as
carbon monoxide alarms in all residents the tools to hold their Parliamentary time allows” and to
social housing homes. landlords to account. re-introduce inspections of
• Expect landlords to show how organisations where there are
• Consult on measures to ensure
they have sought out and concerns the requirements are not
that electrical safety checks are
considered ways to improve being met.
routinely and regularly carried
out. tenant engagement. The new Charter has clear and
• Ensuring that residents’ voices are • Commit to ongoing ministerial obvious implications for Slough’s
heard. engagement to continue to listen Housing Service.
to residents.
To know how your landlord is We are currently working with
performing To have a good quality home and Slough’s Resident Board to
neighbourhood to live in determine the actions we need to
• Create a set of tenant satisfaction
• Review the Decent Homes take to make sure we comply with
measures on things that matter to
Standard to improve energy the Charter, including the new
tenants.
efficiency and improve communal Complaints Handling Code.
• Introduce a new access to
and green spaces. If you have any comments or ideas
information scheme so that
information is easily available to • Clarify the roles of agencies on how we can meet/exceed these
residents. involved in tackling anti-social requirements, please email
behaviour. Karen.lewis@slough.gov.uk or
• Ensure landlords provide a clear
• Ensure that social housing is anita.jan@slough.gov.uk – we would
breakdown of how their income is
allocated in the fairest way really like to hear from you.
being spent.
possible and achieves the best A full copy of the Charter can be
To have your complaints dealt with outcomes for local places and found at www.gov.uk by searching
promptly and fairly communities. ‘housing charter’. We are unable to
• Speed up the process and expand send out hard copies.
the Housing Ombudsman service
4 Housing Highlights Spring 2021
The Customer Excellence Project
‘Reducing your waiting times and bringing housing staff closer to the community’.
A recent customer survey showed • worked together every step of the Bringing housing staff
one in three residents were way. This has meant there is
dissatisfied with the time it takes for better communication across the closer to the community
officers to respond to queries and two services areas, allowing the ‘By using our time properly, we
felt staff did not have the ability to council to better support can be there for you more’.
resolve simple queries quickly and residents.
effectively. Now that CSAs are dealing with
As a result of the project, customer more resident queries relating to
You said, we did service advisors have the skills and housing at the first point of contact,
know-how to do more for residents housing staff can focus on the most
We heard your feedback and made it at the first point of contact.
a priority to improve our customer complex queries and on doing more
service. We therefore created the work out in the community.
Customer Excellence Project with
e
housing and customer services to “We have mor
al w ith
improve the way residents’ queries Here are some of the things housing time to de
s
are being dealt with by Slough staff have been saying about the complex case
an d fe w er
Borough Council. customer service advisors: .”
interruptions
r
The project aimed to provide Housing Office
CSAs
customer service advisors (CSAs) “Upskilling the
in va lua ble
has been
with the skills and knowledge that pr ov id in g an
for
allows them to help residents with to “It is less frus
excellent ser vice the customer
trating for
the majority of queries from the very our customer s.” to have to
r wait for us to
first call. This not only means quicker Housing Manage put the
call through
to the back
results for residents (who don’t need office. We are
able to
to wait to hear back from housing “CSAs have loads
of help them m
ore.”
staff), but also gives officers in knowledge in ho Customer Se
w to deal rvice Agent
with our tenants.
housing services more capacity to They
have learned so
work in the community, helping many
new skills and it
is
residents with more complex issues. amazing to see th
e impact
this has had, in
helping
Reducing your the customer m
ore
quickly.” Housing
waiting times Officer
The housing teams and customer
service advisors worked closely over What does this mean for residents?
a 10 week period. During this time,
they:
CSAs have a lot of knowledge about a wide range of housing issues
• delivered extensive training on including housing applications, rent recovery, and tenancy
how to resolve the majority of management, and are ready to resolve the majority of your queries.
housing queries
• provided continual support for
customer service advisors on how You can get quicker resolutions from CSAs.
to answer a resident query and They can answer your query at the first point of
offer the most relevant, quality contact (reducing your waiting times!).
information at the first point of
contact If housing staff spend less time doing the tasks
• used their knowledge and that CSAs are trained to do, they can spend more
experience to create excellent time in the community, helping those with
Frequently Asked Questions complex queries.
(FAQs), covering the diverse topics
that housing services deal with
Housing Highlights Spring 2021
5
6 Housing Highlights Spring 2021
Housing Highlights Spring 2021
7Leasehold matters
Over the past few months we have been working closely with our
Leasehold Board members to understand the issues leaseholders face and
some of the questions they would like answered.
We understand the tenant and • not cause nuisance or annoy your If you would like to receive your
leaseholder experiences of the neighbours or other people living invoices by email instead of by post,
service differ and we want to close by please email
develop a better relationship with leaseholdservices@slough.gov.uk
• give the council and its operatives
our leaseholders so we can address with your email address as soon as
access to your property for us to
any issues or concerns. possible so this can be arranged.
carry out necessary work (e.g. if
So, to kick start this, we will be work is required in the loft) Frequently Asked Questions (FAQs)
dedicating a section of the Housing will be available on the council’s
• not breach the building insurance
Highlights newsletter to focus on website, but they will not be issued
policy.
leasehold issues and to ensure our by post this year.
leaseholders are being given the The council must ensure you are
information they need and a way of consulted about building work, long Buildings insurance
having their voices heard. term agreements, major works and
Last year the tender process for
charges that may affect your
If you are a leaseholder and you buildings insurance was finalised
property.
would like us to focus on a particular and the council entered into a five
area, or you want to tell us about Estimated leasehold year contract with Avid Insurance
your experience, please email Services Ltd, who proved to be the
anita.jan@slough.gov.uk.
service charges most competitively priced bidder.
The Leasehold Services team is Information on the building
Becoming a leaseholder currently working on the estimated insurance cover is on the council’s
service charges for 2021-2022. You website.
When you buy a flat or maisonette
from the council it is sold to you with should receive your estimate mid For any claims, please contact the
a long lease and you become a way through February, together with claims administrator, Questgates
leaseholder. your yearly ground rent bill. You will Limited, on 01204 860427 or
receive the invoices separately, from tpasolutions@questgates.co.uk.
The lease is a legal contract between
the revenues department. Provide as much information as
you and the council, giving you
The service charge elements are possible as to the circumstances
ownership of the property for a fixed
projected on three year average surrounding the claim. In the event
period of time.
costs from the 2017-2018, 2018-19 you need to make a claim outside of
As a leaseholder it is your normal office hours the number is
and 2019-2020 annual accounts. For
responsibility to: 0121 411 0535.
some elements such as buildings
• pay service charges and ground insurance, they will not be based on You are advised to take out your own
rent on time an average. contents insurance, as this is not
• keep the internal parts of your Your statement will also inform you covered by the council.
property in a good condition of how to make payments - this has Leaseholders sub-letting their
• seek our permission before changed slightly this year as the property are advised to take out
carrying out any structural council no long accepts cash landlord’s insurance as this will
alterations or improvements in payments. Please only make your usually protect your tenant if they
your property payments once you have received need to vacate the property due to
your invoice as the council cannot an emergency.
• seek our permission before sub- accept payments without the invoice
letting the property number.
8 Housing Highlights Spring 2021Leaks
If there is a leak in your property or
your property is leaking into another
flat, it is important you take urgent
action.
• If a leasehold property is leaking
into another leasehold property -
please contact the leasehold team
directly to arrange for the leak to
be rectified.
• If a leasehold property is leaking
into a tenant’s property - the
leaseholder must arrange for their
own professional services to The 2021 census will take place on Census 2021 will be the first digital-
investigate and rectify the leak as Sunday 21 March. first survey and it has to be
soon as possible. Osborne should completed on 21 March, providing a
The census is a survey that happens
only be called if the leak is detailed snapshot of UK society on a
every 10 years and gives a picture of
affecting a communal area. single day.
all the people and households in
• If a tenant’s property is leaking England and Wales. The census is overseen by the Office
into a leasehold property - the for National Statistics (ONS).
The data collected helps central and
tenant must contact Osborne local government, health authorities, How to fill in the census
directly to investigate and rectify and many other voluntary and
the leak as soon as they become charitable organisations, to target Every household will be sent a letter
aware of the problem. their resources more effectively and with a unique code to be inputted
to plan services such as housing, into the census 2021 website on
It is vital that leaseholders ensure
education, health and transport. Sunday 21 March.
the leasehold team have up to date
phone numbers and email addresses Central government funding also This is a compulsory survey to be
so they are able to contact you if relates to how many and what kind completed by people living in the
there is an emergency at your of people the census shows live in country on that day. If a printed
property. our area. version is required it can be
requested.
Contacts The census asks questions about
individuals, their household, homes, Residents who do not fill in the
Leasehold team - 01753 475111 employment, and religious beliefs. questionnaire will be followed up by
Osborne repairs - 0800 915 1215 the ONS reminding them of their
All information is anonymised and
responsibility and they could be
the actual census records are kept
prosecuted for not taking part.
secure for 100 years. The information
will be statistically analysed and the
results published two years later.
Find out more at census.gov.uk
Housing Highlights Spring 2021
9Do you have home
contents insurance?
Insuring the contents of your weekly and are added to your rent insured against theft, fire,
home against damage is your charge so you can pay by swipe vandalism, burst pipes and other
responsibility. card, direct debit, over the telephone household risks.
or at www.slough.gov.uk
The council is working with Crystal To discuss the options available, visit
Insurance Scheme to offer an Having insurance can give peace of www.crystal-insurance.co.uk or call
affordable home contents insurance mind knowing your furniture, 0345 450 7286.
scheme. Premiums are charged belongings and decorations are
Protect your home
contents from
fire, theft,
water damage.
Crystal Insurance Scheme
on 0345 450 7286 or visit:
www.crystal-insurance.co.uk
Thistle Tenant Risks is a trading style of Thistle Insurance Services Limited. Thistle Insurance Services Limited
is authorised and regulated by the Financial Conduct Authority FRN 310419. Registered in England under No. 00338645.
Registered office: Rossington’s Business Park, West Carr Road, Retford, Nottinghamshire, DN22 7SW.
Thistle Insurance Services Ltd is part of the PIB Group.
Our Data Protection Privacy Policy is online at https://www.thistleinsurance.co.uk/Privacy-Policy
10 Housing Highlights Spring 2021PPE for repair visits
Operatives and contractors have • All jobs to be completed in • Where required operatives will
personal protective equipment resident’s homes will be triaged to wear gloves and clean working
(PPE) to protect residents and ensure nobody is suffering area with suitable cleaning
themselves during repair visits. symptoms or under isolation. This products for the area being
will be checked during a call to cleaned. Once all works are
Rapid testing in Slough means
the call centre and before an complete, the operative must
operatives are being tested weekly
operative enters a property. wipe down touch points and
to ensure the most up to date health
remove all rubbish from site.
picture for everyone going out to • Where residents are showing
carry out repairs. symptoms or under isolation then • Operative will request that all
a supervisor will need to review internal doors on the route
All Technical Inspectors use PPE
the job and determine if it is between the property entrance
issued by the council whereas
indeed an emergency and the and work area will remain open.
Osborne Property Service Ltd has
work can proceed.
issued PPE to its own operatives. • Social distancing must be adhered
Anyone attending a property has • Face coverings should be worn to at all times whilst the operative
been risk assessed and is required to where workers on site are not is attending a property. Face
abide by government guidance. required to wear Respiratory coverings should be worn where
Protective Equipment. social distancing cannot be
Residents are asked to play their part
maintained.
and work alongside the operatives • Operatives must wash or sterilise
by leaving windows and doors open hands before entering and when
and maintaining social distance. leaving a property, this is to
When this is not possible and include communal areas. The
emergency work is being resident may not see this.
undertaken residents are requested
to wear face coverings.
Tenants Incentive
Scheme (Money to Move)
Did you know the council may pay you £2,000 per
bedroom released if you are living in a council home
which is now too big for you?
If you are under-occupying your home and would
like to downsize to a property which is more suitable
for your needs and affordable, we may be able to
help you under the Tenants Incentive (Money to
Move) Scheme.
You must complete the housing register application
form and join the list to downsize and we will
contact you as soon as we have identified a property
for you.
For further information on the scheme rules and how
it works, please contact us on 01753 475111 or search
‘money to move’ at www.slough.gov.uk
Housing Highlights Spring 2021
11Cut out and keep
This page won’t be included every edition so keep it somewhere safe.
How to contact us How to contact us
Website www.slough.gov.uk Neighbourhood Housing
Customer Service Team:
Post Slough Borough Council 01753 475111, choose option 3
Housing Services (Landmark Place)
Observatory House
25 Windsor Road, Slough SL1 2EL
Reporting Fraud
Fraud Hotline: 01753 787876
Telephone 01753 475111 choose option 3
Monday to Friday Make a complaint or suggestion
9.00am-5.30pm
Fax 01753 875499 Email: housingservicecomplaints@slough.gov.uk
Minicom 01753 474100 01753 475111
In person In person is by appointment By post to Housing Services
Right to Buy and Leasehold Services
Email: rtb@slough.gov.uk
Email: leaseholdservices@slough.gov.uk
01753 475111 choose option 3
Housing benefits and council tax
01753 875348 or 875349
Missed bin collection
You can report this on 01753 475111 choose option 4
• Those who continue to shield will be able to get
support with deliveries of food, medication and
Rent arrears
other areas of their life - call 01753 944198 01753 475111 or email rentrecovery@slough.gov.uk
(Monday to Friday from 9am to 4pm).
• For vulnerable or self-isolating (but not
shielding), or financial or benefits related help - Request repairs
call 01753 475111, option 1 and then 3. Osborne help desk/emergency out-of-hours
repairs:
Email: slough@osborne.co.uk
Free phone: 0800 915 1215
Monday to Friday: 8am to 8pm
*Wednesday: 9 to 11am closed for training
- emergency calls only*
Saturday: 8.30am to 12noon
Call 01753 475111 to report issues including:
• Abandoned vehicles
• Potholes
• Anti-social behaviour
• Missed bin collections
You can also report these issues and more via
online forms at www.slough.gov.uk
12 Housing Highlights Spring 2021You can also read
