Wealden District Council

LOCAL OFFER OUTPUTS 2023 – 2024

These service commitments have been developed as a result of the Council’s work with tenants and builds upon our previous local offers. Please see below which outlines how we have achieved these local offers / service commitments for 2023 – 2024.

TENANT INVOLVEMENT AND EMPOWERMENT STANDARD
All tenants, Retirement Living Leaseholders and Right to Buy Leaseholders
1.	Encourage you to give us feedback through surveys or through housingfeedback@wealden.gov.uk Feedback was received through the Council’s new Lets Talk Wealden platform, as well as emails and surveys. Surveys included getting feedback on repairs carried out to properties, new tenant surveys and the new annual Tenant Satisfaction Measures Survey. We have continued to promote the housing feedback email address through our newsletters, website and including it at the bottom of all staff in housing emails. Consultations were sent out asking for feedback on a range of areas including draft strategies and policies, lighting consultations. Complaints, Performance and Customer Feedback Panel had discussions which encouraged greater feedback on the services received. All comments/ideas put forward to improve our service no matter where they come from are considered and we have been able to make a number of changes to our services as a result. We call this You Said, We did. These changes are published in our newsletters, Threshold publication and on the website. Regular feedback is given in our Newsletters which we use to shape the content of future newsletters. Our Reading Group give feedback on written communications such as newsletters, rent increase letters before the documents are finalised and sent/published.
2.	Collate and publish Complaints and Performance data feedback on our website and summarised versions in our newsletters. A summary of all complaints received and their outcome and any learning/changes made as a result to the service are added to our website on a quarterly basis. Information is also included in our newsletters and Threshold publication. Performance data is also published on our website on a quarterly basis, with a snap shot provided in our newsletters and Threshold publication. In addition, our annual report includes complaints and performance data.
3.	Work with you through the Complaints and Customer Feedback Review Panel to ensure that we learn from customer feedback, including complaints and performance data to ensure continuous improvement of our services. The panel continue to meet quarterly to monitor and analyse complaints, performance and customer feedback in order to improve service delivery. Feedback is given in our Newsletters
4.	Deliver one scrutiny review with our Scrutiny Panel during 2023/24. The 23/24 scrutiny review looked at whether our tenants understand what they need to do when terminating a tenancy. Research on best practice, surveys, mystery shopping and interviews were undertaken. Recommendations for improvements have been implemented on our website as a result of these findings.
5.	Providing you with a Tenant Involvement Recognition Scheme to support you to get involved. A package continues to be available to recognise that we value the input of those who get involved which includes participation points and love to shop voucher rewards.

TENANT INVOLVEMENT AND EMPOWERMENT STANDARD CONTINUED
All tenants, Retirement Living Leaseholders and Right to Buy Leaseholders
6.	Run an Annual Award Scheme in 2023/24 to celebrate the work that individuals or groups make to our estates or the lives of other residents. Nominations were made by residents and leaseholders. Names were published in newsletters and Threshold publication, so that residents could vote. The winners received their voucher for the good work they have done.
7.	We will actively promote our Tenant Involvement Brochure offering a wide range of ways to get involved. This is available on the website to view and is reviewed regularly. New tenants are advised of Tenant Involvement options when moving into their home. Articles are added to the newsletter and Threshold publication to promote getting involved.
8.	We will provide free training to enable you to actively engage, if needed. Training is available free of charge to any involved tenant or leaseholder through TPAS, as and when required on a range of topics. Tpas also provide networking opportunities for tenants and leaseholders that we actively promote in our newsletters.
9.	We will provide you with a monthly e-newsletter and a bi-annual hard copy newsletter called Threshold to ensure regular communication and feedback to you. Monthly Newsletter and bi-annual Threshold is emailed to Tenants and Leaseholders who are online. Threshold is posted out to those Tenants and Leaseholders who do not have access to online services.
10.	We will actively promote all consultations, being clear about what can and can’t be influenced. Ensuring adequate time is allowed for you to respond. We will always feedback the results of all consultations and what has happened as a result of what you said. Several consultations have been carried out this last year and we value everyones input. We feed back results of the consultations through newsletters and our Threshold publication. Adequate time is given for responses, which will vary according to what is being consulted upon but is typically 4 weeks. Lets Talk Wealden platform has also been introduced as a means of engaging all residents within Wealden in consultations and not just our tenants and leaseholders.
11.	We will continue to promote our Tablet and Sim card loan scheme to those not online, who would like to engage with us. When promoting our Tenant Involvement Brochure, we make it very clear that technology doesn’t have to be a barrier to getting involved and we have devices available for use.
Retirement Living tenants and leaseholders
1.	Continue to work with you to support increased activities in courts, where there is a demand. Various activities are available throughout the Courts and this year we have supported 9 Retirement Living Resident Groups to help facilitate activities by providing financial assistance. We have carried out a consultation on installing Wi-Fi into the communal areas this will enable us to explore delivering new activities online in those courts which are getting Wi-Fi.

TENANT INVOLVEMENT AND EMPOWERMENT STANDARD CONTINUED
All tenants, Retirement Living Leaseholders and Right to Buy Leaseholders
Continue to support the formation of court based residents groups where there is demand. Promotion of Resident Groups through Newsletters and coffee mornings. 1 new Resident Group was supported to be set up.
Using technology once broadband is installed to facilitate ‘networking’ and ‘knowledge sharing’ between courts, where residents would like to do this. Wi-Fi consultation has recently closed and information informing residents which courts will get it has gone out on the noticeboards and newsletters. Once Wi-Fi is installed we will be working with the Resident Groups where they exist to look at promoting networking opportunities

HOME STANDARD
Tenants Only
1.	When carrying out kitchen replacement works we will give you a choice over your kitchen units, worktops and flooring covers from a pre-selected range. Tenants are given choice in terms of the above. 57 Kitchens were replaced this last year.
2.	When carrying out bathroom modernisations we will give you a choice of vinyl floor coverings to choose from. Tenants are given a choice of floor covering. 74 Bathrooms were replaced this last year.
3.	Carry out electrical safety checks every 5 years and on every change of tenancy. 615 Electrical Safety Checks were carried out in the last year.
4.	To ensure that you receive high quality services and/or works we will require our contractors to survey you on the service/works that you receive from them. We will also undertake random checks of completed works and carry out our own satisfaction surveys. Surveys are carried out on a regular basis to monitor works carried out. 92.26% satisfaction out turn in the last year.
Tenants, Retirement Living leaseholders and Right to Buy leaseholders
1.	We will be continuing to ensure your safety with a programme to replace all front doors in flatted accommodation with new fire doors, where the flat entrance door opens onto a communal area. 48 door replacements have been carried out this last year. A new Retirement Living Fire Safety Management Policy is in place.

TENANCY STANDARD

Tenants only

We will seek to provide the opportunity to allow successful housing applicants to view a property before it is vacated.

We did put this in place before Covid. Unfortunately, we found very few tenants were happy for people to be looking around whilst they were still in situ.


Tenants only
2.	We will support those who need it, to access suitable housing for your needs. Including addressing under occupation through the use of the Transfer Incentive Scheme, over-crowding through transfers, moving to age-restricted, Retirement Living or extra care housing or through the use of aids and adaptations. Figures to follow on how many overcrowded and underoccupied council tenants moved in 23/24 and how many council tenants moved into retirement living or one of our age restricted properties. We have supported 5 tenants through the Transfer Incentive Scheme. We completed 30 major adaptations for council tenants which comprised 22 level access showers, 5 stairlifts and 8 other types of adaptations. We completed 298 minor adaptations ranging from grab rails and taps, to steps and window openers.
3.	We will continue to monitor the Housing Officer Booking System and promote this service regularly. This service is working well and many Tenants are booking appointments through the system. This service is proving popular with some tenants as it allows them to fit appointments around their own diaries and plan in advance. This service doesn’t take away the opportunity to call a Housing Officer in the event of an emergency.
4.	We will support tenants who are at risk of losing their property due to rent arrears or other breach of tenancy conditions and that engage with us, to receive support and take action to remedy these breaches. This may be done through intensive support, referral to other agencies, partnership working or other means. At the end of the financial year Housing Solutions had 38 Cases open for Council Tenants In the last financial year Housing Solutions had closed cases of 28 Council Tenants who moved to more suitable housing not owned by WDC. In the last financial year Housing Solutions had closed cases of 25 people to move into suitable WDC properties. In the last financial year Housing Solutions had closed cases of m9 people who had moved to more suitable housing, within the WDC stock. Approx 35 households received intensive support through our Tenancy Sustainment Officer. Approx 200 households received support through our Tenancy Support Officer, including help to access benefits or additional financial support – Laura will be able to tell you how many households she has helped. Our Housing Officers and Income Management Officers make referrals to a number of partners on a regular basis including Citizens Advice who can help with debt management and Brighton Housing Trust who provide a support service to those who need help to sustain their tenancy.


Tenants and Retirement Living leaseholders
1.	We will retain a dedicated Retirement Living Court management service. Current Managers have been flexible in providing a service to all 11 courts during times of recruitment, or cover for holidays and sickness.
2.	The Council will continue to invest in building new council homes to rent, as well as shared ownership. 34 new council homes were delivered for rent in the last year. – 5 council homes delivered for sale on a shared ownership basis. We are expecting the delivery of 20 new Council homes to rent and 5 homes for shared ownership this financial year 2024-2025.

NEIGHBOURHOOD AND COMMUNITY STANDARD Neighbourhood as a place to live
Tenants, Retirement Living Leaseholders and Right to Buy Leaseholders
1.	Carry out estate walkabouts to ensure our estates are well maintained. Exploring the opportunity to introduce them in areas not currently covered. The idea is for staff members and tenants to come together and highlight and address issues within the estates. Several estate walkabouts took place throughout the year. We are keen to encourage more residents to attend these. Some were more successful than others.
2.	Actively promote walkabouts and encourage residents to attend. These are promoted through the Newsletter. Emails are sent directly to those tenants living within the area where the walkabout is taking place and who are online. Promotion through resident groups also takes place.
3.	Employ Estate Wardens across the District to promote safer and cleaner communities on Council estates. 3 Estate Wardens serve the district ensuring the estates are clean, safe places to live.
4.	Work with residents through Resident Groups, Community Representatives, Estate and Block Champions to monitor grounds maintenance or cleaning contracts and ensure any estate related issues such as dumped rubbish, graffiti etc. are dealt with. Standards of cleanliness are monitored by Block Champions. Issues are reported back to the contractor so they can be addressed.
5.	Work with local residents including through Resident Groups or Community Representatives to explore community use for small pieces of HRA land – pocket gardens, wild flower gardens etc. to improve the environment for local communities. As and when projects come to light, we consult with our residents about what they would like to see happening within the area they live in. We are looking at possible areas for community gardens or forest schools to take place in the future and are working with other agencies to help bring ideas to life.
6.	Work with Resident Groups, Community Representatives and local residents to utilise the Community and Environmental budget to undertake improvement works in line with the eligibility criteria. Buxted Court Bike Racks installed to help promote health and wellbeing within the Court as several residents already used their bikes as modes of transport. Water Butt Installation – various courts had these installed within the garden area. Moore Park Lighting – solar lights were added to a dark pathway to increase health and safety within the area. Unity Residents Association – rectifying storm damage to the community garden including re-felting the shed roof. Funding was given to a project in Fairwarp, to buy trees for the area.


Tenants, Retirement Living Leaseholders and Right to Buy Leaseholders
7.	We will review the Tenant Incentive Scheme having regard to the retirement living survey around what customers would like in order to downsize. We are working on a revised policy which we will consult on shortly. We have been able to set up a practical support service with Brighton Housing Trust which will mean those who need help to downsize will now be able to receive it. This has launched ahead of the revised policy which will include it.
8.	Social Value – in addition to services provided as part of a contract, our contractors have to provide other services known as social value eg donations for trees for a community orchard,or cleaning out water butts to ensure safety. Disposal of unwanted furniture items has taken place by our contractors. Gardening has taken place by contractors and offered as part of their social value commitment to us. Planters have had a new lease of life following repairs to existing planters. Garden furniture has been gifted to a retirement living court. Water Butt installation has been carried out by Contractors.

OTHER – Skills, Training & Information
Tenants, Retirement Living Leaseholders and Right to Buy Leaseholders
1.	Continue to help you get online in partnership with other organisations, through events, information and access to computers, training and much more. Ensuring these opportunities are widely promoted. Where possible we promote events as and when we know about them to our tenants and leaseholders. The Street Learning partnership provides courses available for residents to gain skills and experience with digital technology. The Library service have a volunteer service which provides help and support to those wanting to get online.
3.	Continue to run the Street Learning project and widely promote the free courses on offer, both in-person and online. Facebook page for street learning is growing in numbers with over 240+ followers. Course booklets will be going down from 3 per year to 2, as we see the online platform increasing. Hard copies are distributed throughout the district to colleges, community hubs, DWP and the library service.
4.	We will explore what outreach services can be provided to you. The benefit service continue to hold various outreach sessions through the District to raise awareness and help support residents to access benefits that they are missing out on Job Centre has a regular session at the council offices for residents to come and speak with staff about employment. People Matter also have a weekly drop-in at the council office to help with employment and provide practical support such as help with CV writing and interview skills.

OTHER – Health & Wellbeing
Tenants, Retirement Living Leaseholders and Right to Buy Leaseholders
1.	We will work with the Community and Regeneration team and partners to provide Health and Wellbeing opportunities to you and promote as widely as possible. · Through our newsletters we promote activities and campaigns that the Community and Regeneration team or partners are delivering. · Street Learning offer a variety of courses which help with wellbeing and mental health.
2.	Promote and continue to expand the cost of living hub which is on the Councils landing page on the website and promote what is available through our newsletters including Threshold. The hub is kept up to date on our website. The hub is promoted through our Newsletters and Threshold. The Cost of Living internal group of officers has delivered a number projects including a mobile phone, laptop and tablet recycling scheme. This has resulted in 25 mobiles with sim including data and free minutes being recycled. Some of these have now been given out to those in need.

Local Offers Outputs 2023-2024