Housing Matters – February 2024
Tuesday, 27 February 2024
Read the latest edition of Housing Matters – February 2024
Welcome to Housing Matters. In this issue, read about:
- What we're doing in Downside: our first Housing Action Plan has been published
- Housing Ombudsman news: complaints
- New Housing Asset Management Strategy approved
- Are your contents insured?
- Unsolicited calls to residents offering to deal with repairs
- How we can tackle anti-social behaviour using closure powers
- Upcoming dates to meet the Tenant Involvement and Engagement team
- National Non-Smoking Day is on Wednesday 13 March
What we're doing in Downside: our first Housing Action Plan has been published
We are aiming to create local housing action plans for each of our areas, which will tell you what we are doing to improve the areas where you live based on our inspections and your feedback.
Read the first plan, for Downside.
The Downside plan builds on work started in 2022 to find out what residents thought about where the live, and how we can make improvements to our services. Last year, we worked on environmental improvements to play areas and parking areas.
This plan includes further improvements including:
- digital switchover of communal doors by 2025
- upgrading drying areas and communal areas around flats
- taking action on flytipping
- working with other organisations to provide community events in 2024 and 2025
We are already working on a plan for the housing areas in Dunstable town centre, and we will be in Sandlands Close area on Tuesday 9 April to talk to residents. If you live in the area, come along and see us!
To find out more, email: housinghap@centralbedfordshire.gov.uk.
Housing Ombudsman news: complaints
As a social housing provider, we are registered with the Housing Ombudsman Service. The Ombudsman provides a free, independent and impartial service to help resolve disputes involving tenants and leaseholders of social landlords (housing associations and local authorities such as us).
From Monday 1 April 2024, a new Complaint Handling Code will be approved. The code is a set of expectations that landlords need to follow, with the aim of improving how landlords deal with complaints and creating a better service for residents.
Find out more about the Complaint Handling Code.
Contacting the Housing Ombudsman Service
Visit the Housing Ombudsman's website
Telephone: 0300 111 3000
Write to: Housing Ombudsman Service PO Box 152, Liverpool, L33 7WQ
Find out more about making a complaint or giving us feedback.
New Housing Asset Management Strategy approved
At a Council meeting on Tuesday 5 December 2023, the new Housing Asset Management Strategy (HAMS) for 2023 to 2028 was approved following a three-month public consultation.
The strategy explains how we plan to invest, manage, and maintain our council housing, garages, play areas, parking and green spaces, and other related housing assets for the next 5 years.
The key priorities include:
- creating a housing portfolio that responds to local need and demand
- ensure the health, safety and security of residents in their homes
- creating sustainable communities and building energy efficient homes with the goal to be carbon neutral by 2030
See our housing policies to read the full strategy.
Are your contents insured?
Did you know that you need to make sure you have contents insurance for your housing items?
As your landlord, we are responsible for making sure the building you live in is insured, but the contents of your home are down to you. For example:
- if your water tank overflows, we are responsible for fixing and replacing the parts to rectify the issue; but if your furniture or carpets are damaged, you would need to replace them
- if you have damp and mould in your property, as your landlord we will do all we can to rectify the issue and respond in a timely manner; however, if your personal belongings are damaged as a consequence, you would be able to claim on your contents insurance
We don’t like to think that bad things can happen to us, and we hope that it never does, but if it happens, you may find yourself unable to replace what is lost. For peace of mind, we strongly recommend sourcing contents insurance.
Unsolicited calls to residents offering to deal with repairs
Agents claiming to be from our Housing Services team are still offering to deal with repairs.
Residents are being asked for pictures of their windows, walls, kitchen and bathrooms to be sent via WhatsApp, text and email. The callers are asking for this on the assumption that they will repair any damage, damp or mould, or offer to take on a legal case.
These types of calls are usually from agents who are paid to get business for private traders and no win no fee solicitors. Claiming to be us is not only fraudulent, but potentially dangerous if we are not made aware of a repair or instance of damp and mould. If we don’t know about it, we can’t fix it.
How do you know if a call is from us?
Calls from us will always come from an 0300 300 number, or an email address as follows: firstname.lastname@centralbedfordshire.gov.uk.
If you notice a problem, what should you do?
It’s very important that if you have any repairs, mould, broken fixtures etc that you contact the housing team. In an emergency call the repairs hotline on 0800 074 0263. This is the only way we will know that you have any problems that need fixing.
You’ve already reported a problem and are still waiting...
If you feel your request may have been overlooked or the situation has gotten worse, re-report your issue.
If you feel you are not being listened to, you can make a complaint, which is the first step in taking a formal approach to your grievance. If you feel you still are not receiving the response you need, you can complain to the Housing Ombudsman via the official complaints process.
Find out more about how to protect yourself from scams. Remember: if in doubt, check it out.
How we can tackle anti-social behaviour using closure powers
Issues like anti-social behaviour, violence and drug-related activities can cause distress to tenants and local communities.
To tackle these issues, our Neighbourhood Management team collaborates with the police and other agencies to find resolutions. The Anti-Social Behaviour, Crime and Policing Act 2014 emphasises everyone's right to feel safe in their homes and neighbourhoods. To address anti-social behaviour more efficiently, closure powers were introduced on 20 October 2014.
Closure powers overview
Closure powers involve two stages: a closure notice and a closure order.
When problems escalate, local authorities, in collaboration with the police, can apply for a closure notice or closure order. Between February 14 2022 and January 20 2023, Bedfordshire Police issued five three-month closure orders on local authority properties.
Process of issuing closure orders
Once a property is identified for potential misuse, we secure it using legal proceedings, such as a 'notice of seeking possession'. The tenant may face imprisonment and eviction as a consequence of their actions, protecting victims and communities.
Closure notice
A closure notice is the initial step, prohibiting access for a specified period and to specified persons. It can be issued by the local authority or police, aiming to prevent nuisance or disorder in and around the premises. The notice is valid for 48 hours, during which a court hearing is sought to make it permanent.
Closure order
An application for a closure order is made within 48 hours of the closure notice. This order prohibits access to the premises for a specified period, not exceeding three months, with an option to extend. The court grants the order if there is evidence of disorderly, offensive, or criminal behaviour associated with the premises.
Partial closure order
In some cases, a 'partial order' may be considered, restricting only the perpetrator's access while allowing the tenant and their family to have access rights. This is assessed on a case-by-case basis.
Consequences of breaching closure orders
Breaching a closure notice or closure order is a criminal offence, with penalties ranging from imprisonment to unlimited fines for both residential and non-residential premises.
We will not tolerate anti-social behaviour and the issuance of a closure order may lead to eviction, putting tenants at risk of homelessness. Any subsequent homeless applications may be treated as intentional.
What to do if you you are experiencing anti-social behaviour
Upcoming dates to meet the Tenant Involvement and Engagement team
Have a housing query? We have set up hubs in where you can chat face to face with housing officers ranging from engagement and involvement, repairs, income management, neighbourhood management and tenancy support.
The next drop in sessions, where you can speak to a member of the team about our services and give your feedback, are:
- Tuesday 5 March, from 10am to midday at Leighton Buzzard Library
- Tuesday 12 March from 1pm to 3pm at Dunstable Library
- Wednesday 20 March, from 10am to midday at Houghton Regis Library
- Wednesday 27 March, from 12:30pm to 2:30pm at Meadow Way Community Centre, Leighton Buzzard
To find out more about the team, upcoming face-to-face engagement sessions and partners who will be attending, follow us on Facebook or email: involvementandengagement@centralbedfordshire.gov.uk.
National Non-Smoking Day is on Wednesday 13 March
National Non-Smoking Day is not just a reminder of the health effects of smoking, but a call to action for individuals and communities to work together towards a smoke-free future.
It’s also a powerful reminder to raise awareness about the harms of tobacco and encourages smokers to kick the habit. Quitting smoking is a monumental decision, and the benefits are profound.
Thinking about quitting? Find out more about how the Stop Smoking Service can support you. You can also call the service on 0800 013 0553.
Do you know you are three times more likely to quit smoking with behavioural support and medication? The Stop Smoking Service can help by:
- supporting you with trained advisors who provide free specialist advice to guide you, maximising your chances of success
- helping you find products to stop smoking, which could include Nicotine Replacement Therapy (NRT), a vape kit or medication
- providing behavioural support to break habits triggering the urge to smoke and offering motivational sessions for 8-12 weeks
- offering face-to-face appointments, telephone appointments and evening appointments, ensuring support is accessible at all times
You can also download the My Quit Route app, which can support you by providing a fully personalised programme. It's available on Apple or Google – just search for 'My Quit Route'.
Give us your feedback
Do you like the news bulletin? What would you like to see included? If you have anything you would like to see on these bulletins, email housinginfo@centralbedfordshire.gov.uk and let us know.