Our Service Commitments – Local Offers

1.

Encourage you to give us feedback through surveys or through housingfeedback@wealden.gov.uk

2.

Collate and publish Complaints and Performance data feedback on our website and summarised versions in our newsletters.

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.

4.

Deliver one scrutiny review with our Scrutiny Panel during 2023/24.

5.

Provide you with a Tenant Involvement Recognition Scheme to support you to get involved.

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.

7.

We will actively promote our Tenant Involvement Brochure offering a wide range of ways to get involved.

8.

We will provide free training to enable you to actively engage, if needed.

9.

We will provide you with a monthly e-newsletter and a bi-annual hard copy newsletter to those who do not have an email address called Threshold to ensure regular communication and feedback to you.

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.

11.

We will continue to promote our Tablet and Sim card loan scheme to those not online, who would like to engage with us.

1.

Continue to work with you to support increased activities in courts, where there is a demand.

2.

Continue to support the formation of court based resident groups where there is demand.

3.

Using technology once broadband is installed to facilitate ‘networking’ and ‘knowledge sharing’ between courts, where residents would like to do this.

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.

2.

When carrying out bathroom modernisations we will give you a choice of vinyl floor coverings to choose from.

3.

We will carry out electrical safety checks every 5 years and on every change of tenancy.

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.

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.

1.

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

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.

3.

We will continue to monitor the Housing Officer Booking System and promote this service regularly. 

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.

1.

We will retain a dedicated Retirement Living Court management service.

2.

The Council will continue to invest in building new council homes to rent, as well as shared ownership.

1.

Carry out estate walkabouts to ensure our estates are well maintained. Exploring the opportunity to introduce them in areas not currently covered.

2.

Actively promote walkabouts and encourage residents to attend.

3.

Employ Estate Wardens across the district to promote safer and cleaner communities on Council estates.

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.

5.

Work with local residents including through Resident Groups or Community Representatives to explore community use for small pieces of HRA land (land held by the Council) – pocket gardens, wild flower gardens etc. to improve the environment for local communities.

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.

7.

We will review the Tenant Incentive Scheme having regard to the retirement living survey around what customers would like in order to downsize.

8.

Social Value – in addition to services provided as part of a contract, our contractors have to provide other services known as social value e.g. donations for trees for a community orchard, or cleaning out water butts to ensure safety.

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.

3.

Continue to run the Street Learning project and widely promote the free courses on offer, both in-person and online.

4.

We will explore what outreach services can be provided to you.

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.

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.

1.

Encourage you to give us feedback through surveys or through housingfeedback@wealden.gov.uk

• Discussions were had with the Complaints, Performance and Customer Feedback Panel to encourage greater feedback.
• Newsletters promote the use of housing feedback email address.
• Our feedback email address has been added to the bottom of surveys to encourage feedback. 
• Customer Service Focus Group encouraged to provide feedback so that we can look at making positive changes.
• All feedback is given to relevant Manager so issues can be resolved.

2.

Collate and publish feedback on our website and summarised versions in our newsletters.

• You Said, We Did – Recommendations were considered, and changes were made.  We listen to our Tenants and Leaseholders. 
• Changes are published on the website and in our Newsletters.

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.

• Complaints and Customer Feedback Panel has been set up and has met on 3 occasions.  The Panel analyse complaint’s information, performance, and customer feedback to find ways to improve service delivery.
• An overview was given of delivery against the Housing Ombudsman complaints handling code.

4.

Train and support you to deliver one scrutiny review during 2022/23.

• Our Scrutiny Group are working on an Empty Homes Project.  Review is still ongoing.  We will report back with our findings.

5.

Providing you with a Tenant Involvement Recognition Scheme to support you to get involved.

• A package is available for those who want to get involved.
• A total of £950 has been paid out in vouchers to tenants for getting involved from1 January 2022 – 31 December 2022.
• An additional 952 Tenants/Leaseholders are on their way to receiving vouchers if they continue to be actively involved.
• £320 was paid out last year in vouchers for those attending Focus Groups/Panels and Scrutiny Groups.

6.

Pilot an Annual Award Scheme in 2022/23 to celebrate the work that individuals or groups make to our estates or the lives of other residents.

The Annual Awards took place.  5 prizes were given for the following categories:

• Individual Awards – Tenant / Leaseholder of the Year
• Individual Awards – Good Neighbour Award
• Group Awards – Best Community Project
• Group Awards – Community Group of the Year
• Group Awards – Best Community Event

7.

We will actively promote our Tenant Involvement Brochure enabling you to let us know how you want to be involved.

• Promotion through the monthly Newsletter, Threshold Magazine and sign-ups of new properties. 
• Website is also being reviewed to encourage further participants.

8.

We will provide free training to enable you to actively engage, if needed.

• 22 Tenants/Leaseholders signed up to TPAS to gain knowledge on ways to get involved. 
• TPAS facilitated Scrutiny Training providing an overview on what Scrutiny is, the importance of Scrutiny, what a Scrutiny Project involves, and different approaches to a Scrutiny Project.

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 Newsletters and Threshold are emailed out to all Tenants/Leaseholders. 
• Threshold Magazine are posted out to households without an email address.

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.

• Consultations are emailed out to all Tenant/Leaseholders with a valid email address. 
• Consultations included surveys regarding Wi-Fi within Retirement Living Courts and General Needs Tenancy Eligible for Retirement Living.
• Time is given to allow for responses to be received. 
• Outcomes are published on the website, and in newsletters as appropriate.

1.

Continue to work with you to support increased activities in courts, where there is a demand.

• Post covid, various activities within Courts are now taking place and going well.
• There are various activities on offer throughout the Courts. 
• We have also carried out a survey to see what other activities residents would like.

2.

Continue to support the formation of court based resident groups where there is demand.

• We continue to promote Resident Groups within Courts at team meetings and coffee mornings.
• We have set up several new groups this year.

3.

Using technology once broadband is installed to facilitate ‘networking’ and ‘knowledge sharing’ between courts, where residents would like to do this.

• The go ahead has now been given for broadband, and will be taken forward next year.
• We will promote networking moving forward into next year.

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.

• We will provide the number carried out for the last year in the Autumn Edition of Threshold.

2.

When carrying out bathroom modernisations we will give you a choice of vinyl floor coverings to choose from.

• We will provide the number carried out for the last year in the Autumn Edition of Threshold.

3.

Carry out electrical safety checks every 5 years and on every change of tenancy.

• We will provide the number carried out for the last year in the Autumn Edition of Threshold.

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.

• We will provide our satisfaction performance results in the Autumn Edition of Threshold.

Tenants, Retirement Living Leaseholders and Right to Buy Leaseholders

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.

• We continued our door replacement programme and will report on achievements for 22/23 in the Annual Report.
• We will be completing the door replacement programme in the remainder of the Retirement Living Courts in 2023/24.
• We adopted a new Retirement Living Fire Safety Management Policy in February 2023.

1.

We will work with you to explore how we can improve and expand upon the information provided on empty properties when they are advertised.

• Mapping systems are now in place making it easier for tenants to view the area in which they are looking to potentially place a bid on a property.
• We are still exploring ways we can provide greater detail for potential tenants to help them decide on whether a property is suitable for them before placing a bid.

2.

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

• This project was delayed but is something we have reinstated for next year. 

3.

We will complete the review of Flexible Fixed Term tenancies to ensure they meet both the needs of our tenants and of the Council.

• This project is delayed but will be reviewed in the future.

4.

We will support those who need it to access suitable housing for their needs.  This will include addressing under occupation through the use of the Transfer Incentive Scheme (TIS), over-crowding through transfers, moving to age-restricted, Retirement Living or extra care housing or through the use of aids and adaptations.

• 4 x completed TIS cases this year, and a further 7 cases pending.
• Housing Solutions have 22 active cases open with Council Tenants. 
• Housing Solutions have closed 32 cases with Council Tenants in the past year.
• Housing Solutions have 13 Council Tenants on their waiting list.
• We have moved 6 tenants into general needs age restricted properties within the last 12 months.

• 49 moves into council retirement living and 8 in housing associations sheltered housing.

• 5 moves into council age-restricted accommodation

• 333 households on our housing registered who were living in overcrowding conditions defined as lacking 1 or more bedrooms moved into more suitably sized accommodation – either council or housing association in the district.

• We will provide further details for the last year in the Autumn Edition of Threshold.

5.

We will pilot weekly online surgeries with Housing Officers and promote these to you. 

• A Housing Officer Booking System has been set up.  Tenants can make appointments directly with their Housing Officer.  More feedback will follow as the system is promoted further.

6.

We will support tenants who are at risk of losing their property due to rent arrears of 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.

• 11 referrals have been made to the Tenancy Sustainment Officer since March 2022.
• We have dealt with a number of cases in terms of helping tenants with their benefit claims.

1.

We will retain a dedicated Retirement Living Court management service.

• Recruitment of Retirement Living Managers has proved really difficult this year and as a result we have had a number of vacant positions. 
• Current Managers have been flexible in providing a service to all 11 Courts during this time. 

2.

The Council will continue to invest in council homes to rent, as well as shared ownership.

• 6 new Council homes delivered for rent.
• 3 new Council homes delivered for sale on a shared ownership basis.
• Planning approval received for the redevelopment of Streatfeild House to provide 20 new energy efficient homes.  Appointment of Westridge as building contractor to redevelop Streatfeild House.

1.

Carry out estate walkabouts to ensure our estates are well maintained. Exploring the opportunity to introduce them in areas not currently covered.

• Estate Walkabouts took place throughout the year.  These provide an opportunity for Tenants and Staff members of Wealden District Council to come together to address issues within our estates. 

2.

Actively promote walkabouts and encourage residents to attend.

• Attendance at walkabouts by tenants has been limited despite promoting these through Newsletter and Threshold.
• Positive feedback and changes do happen as a result of these walkabouts.
• We will continue to find new ways of promoting walkabouts.
• Several walkabouts take place on a quarterly basis around the district.

3.

Employ Estate Wardens across the district to promote safer and cleaner communities on Council estates.

• 3 Estate Wardens serve the whole of the district.  Their duty is to ensure the Council 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.

• We have block champions in a few areas within the District who complete monthly forms to ensure the standard of cleaning is acceptable.
• We are actively recruiting further members.
• Grounds Maintenance have a schedule of works to complete throughout the year. 
• Complaints are addressed as and when they arise.  A new tender for the Cleaning Contract for next year has taken place and will commence in the new financial year.

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.

• The go ahead has been given for a small Orchard within Fairwarp, which has been funded by the Social Values Group.
• Further work to be done with new projects next year.

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.

• Joan Hughes Court – received funding to set up a very successful arts and crafts group.
• Unity – refurbishment of the communal flower beds, which were washed away with the storm. 
• Stocks Meadow – outside lighting bollards were provided for flats.
• Cherry Tree Court – purchase of dishwasher for the Court.

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.

• We continue to work closely with Street Learning providers and the Library service to promote courses available to everyone. 

2.

Continue to run the Street Learning project and widely promote the free courses on offer, both in-person and online.

• Course booklets are published 3 times a year and promoted to all Tenants and Leaseholders as well as other individuals through colleges, job centres etc.
• Website information is up to date, and hard copies of the brochure are printed and sent out to those interested. 
• Facebook page used to promote courses available. 
• We are always looking for new partners to join the Street Learning umbrella.
• Street Learning has been promoted in local supermarkets.

3.

We will arrange and provide a range of events for you. Ensuring that these are well publicised.

• Dementia Training was facilitated to our Contractors so they have a better understanding and can help support Tenants and Leaseholders in their own homes when they visit to carry out repairs.
• 35 contractors attended over 4 training sessions.

4.

We will explore what outreach services can be provided to you.

• Benefits have held a number of Outreach sessions in Hailsham and Heathfield for residents to help them claim benefits they may be entitled to.
• IT Training was made available to Tenants within Retirement Living Courts, and a minibus service was provided to ensure attendance.

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.

• We offered Dementia Training to our Tenants and Leaseholders. 
• 6 participants attended the training session to give a brief overview of Dementia.