Repairs Handbook

As a council tenant you should have now received a copy of the updated Repairs Handbook.
First launched in August 2005, this new and improved version of the handbook includes some additional helpful sections.
Produced by the Repairs and Maintenance Service Improvement Group (SIG) working with council officers, and reviewed by the Publicity Monitoring SIG, the handbook helps you to report a repair and also identify repairs that are your responsibility and which are the council's.
If you have not received a copy of the Repairs Handbook, ask at your nearest customer service centre or information point for a copy to be sent to your home.
If you are interested in joining a service improvement group call 300300 and ask to speak to a member of the tenant participation team.

Paying your rent at Christmas Did you know that because the council charges your annual rent over 50 weeks of the year rather than 52, it creates a two week payment holiday for tenants who pay regularly and keep a clear rent account? However, tenants with rent arrears must still make their usual payments at Christmas to help reduce their debt. If keeping up with your rent payments is becoming a struggle and you feel you need some help, contact your neighbourhood housing officer to make an arrangement to help clear rent arrears. The council's Welfare Support Service can offer help and support with budget advice and assistance on 300300. You can also visit your local information point, customer service centre, or the new Community Legal Advice Centre (CLAC), for help and advice.

You said you would like customer service centre staff to introduce themselves by name and offer assistance to complete forms.

We did following discussions with customer service centre managers, staff are now introducing themselves to customers and offering help with form filling.

tenant news in brief

Come and join us! If you are a council tenant, you could have your say in how the council manages your rent by joining the Rent Management Service Improvement Group. For more information on how to join the group please call 300300 and ask to speak to the tenant participation team. Housing Academy 2009 The Housing Academy is about to open its doors to a new intake of students. If you are interested in joining the Academy's January 2009 course, please contact the tenant participation team on 300300 to book your place or to register your interest in attending a future course. Tenants' Forum The next Tenants' Forum meeting is on Thursday December 18, from 12.30 – 3pm, at the Guildhall. The director of housing will be the guest speaker. Call 300300 to book your place. New members are always welcome. TARA notice board Acorn's Diabetic Support Group Supported by the NHS Teaching Primary Care Trust, the group meets every third Tuesday in the month. The next meeting is December 16, 1.15 – 2.45pm. New members, their carers and family members are always welcome at meetings. It's party time The new Bilton Grange Residents' Association has organised three parties during December: a children's party, a members' party and an over 50s meal. The next association meeting is Tuesday February 3, 2009, 2pm at St. Philip's Church, Amethyst Road. There is no meeting in January. For more information about joining the Association and its December activities, call 715352. Did you know? Eternal Benefits is a Hull based charity that collects unwanted furniture and goods from you and delivers them to people in need or to charitable organisations across the city. For more information call 300300.

A shining example

Jack Ford, a council tenant for almost 56 years, talks to Christine Wilson, local resident and member of the Publicity Monitoring Service Improvement Group about his involvement in the local community

After 52 years on Bilton Grange estate, Jack Ford (pictured right) has, unsurprisingly, seen a lot of change.
"This estate used to be one of the best in Hull," says Jack. "It has gone down the nick a bit in recent years but basically it is a good place to live. A new medical centre is being built and they are repaving the shopping area to improve access for everyone. It's very busy, especially at lunchtime.
"We have a good residents' association but we still need to do more to improve the community spirit in the area. We used to have over 300 members but the numbers have gone down. Unfortunately, many of the older residents now tend to keep themselves to themselves.
"Nowadays too many people seem to expect someone else to do everything for them, and some of them don't have any respect for property or even for themselves."
As an active member of the Residents' Association, president of the British Legion in East Riding, Chair of the East Area Housing Board, and a member of the Decent Homes Appeals Panel, city-wide Tenants' Forum, and five Service Improvement Groups, Jack himself is a shining example of someone who really plays his part.
At monthly East Area Housing Board meetings, Jack and his fellow tenants get the opportunity to find out about housing projects in the area, examine the performance of the housing service, question what is being spent and influence what future funding can be used for.
In 2006, Jack also graduated from the Housing Academy. "Through the Academy I learnt how the housing service operates, and how to get in touch with the right people."
So what does Jack think about all the time he spends helping to improve his local community? "I find out about what is happening across the city, as well as in my own area. It's a very good thing to do... and I enjoy it. At my age I can't just sit here and do nothing... I would get morbid."
So, when you are thinking about your New Year resolutions, why not follow Jack's lead and get involved?

There are so many ways to get involved – which one is for you? Tenants' and Residents' Associations Groups representing tenants, residents and leaseholders living in a particular area, block or street. Tenants' Forum The focal point for citywide involvement in the housing service. Service Improvement Groups Work alongside council staff to examine important citywide issues. Area Housing Boards (AHBs) Seven AHBs across the city consider, monitor and make decisions on matters related to the delivery of housing services in their area. Patch Walks Volunteers walk around areas of the city with a housing officer to identify issues which need addressing. Mystery Shoppers Test the call centre, customer service centres and information points, posing as customers by calling into an office or phoning with a query. Housing Academy A 14 week training course, which provides participants with a greater understanding of the housing service and how it operates. Contact the Tenant Participation Team on 300300 for more information.