Plymouth Community Homes News Issue 10 (4.4mb)

news
Issue 10
Spring 2012
Residents
rewarded for
their hard work
Focus on
your pets
Inside: Important changes to your repairs service

Welcome
What’s
inside...
Elaine Pellow,
Chair of the Board
Welcome to the first edition
of PCH news in 2012. Weʼve
already got lots to tell you
this year and youʼll find that
this edition is packed with
updates and articles on all
the activities that are
happening at PCH and in
your communities.
In this edition, weʼve got
news for you about our
brand new city centre shop.
We also give you a run down
of all of our Very Involved
Persons (VIP) award winners
and provide you with an
insight into some of the creative ideas and innovative
work that has taken place in local communities.
You can also read about some important changes we
have made to our repairs service. We are pleased to let
you know that we have listened to your feedback and
incorporated the changes you suggested which should
help to make the service more convenient and efficient.
See page 14 to read more about how weʼre working to
keep stairwells clean and tidy in order to help prevent
fire risks. We speak to a tenant who has ʻdownsizedʼ on
page 12. This is part of a new trial weʼre running to
support tenants who want to move to a smaller home.
Finally, we give you an update on our Decent Homes
Programme and tell you about the work our contractors
have been doing to refurbish our residentsʼ kitchens
and bathrooms.
All that leaves me to say is, I hope that you enjoy this
edition and please feel free to contact us if you have
ideas about what you would like to hear about in future
magazines. You can email us at:
news@plymouthcommunityhomes.co.uk.
Elaine Pellow
5 15
3 Pets Policy
4 One Stop Shop / Rent and Service Charges
5 Repairs Service Changes
6 News in Brief
9 North Prospect Progress Update
10 New Way To Pay / Stronger Communities
11 VIP Awards
12 Downsizing
13 Decent Homes
14 Fire Safety
15 CAB Volunteering
17 Leaseholdersʼ Page
18 The Plymfed Page
19 Recycling / Time Bank
3
9
19
2 PCH Newsletter | Spring 2012 Call us on 0800 694 3101

PCH teach old
dogs new tricks
Dog owners learnt more about their
pooches at a special course last month.
Tenants and leaseholders were invited to a dog welfare
and obedience training event, part of our Learn for Free
programme. The event, which was held at the Engage
Church in Milehouse, saw residents taking part in exercises
and chatting to pet welfare experts such as PCC dog
wardens, the Dog Obedience Club, the RSPCA, the Gables
Cats and Dogs Home and PCSOs.
The event also marked the launch of PCHʼs new Pets
Policy. The new policy recognises that pet ownership can
be a rewarding experience and can bring a number of
benefits including companionship, a more active lifestyle
and increased security – as well as being fun.
PCH wants to promote responsible pet ownership as well as
safeguarding animal wellbeing and a big part of this policy
is the welfare of any animal housed in one of our homes.
Ryan Huws, from the Communities Team, said: “Many of
our residents enjoy keeping pets and we want to encourage
and support people to be responsible pet owners.
“Properly looked after and well behaved pets are welcomed
in most communities but irresponsible pet ownership can be
a major nuisance to others living nearby. Most people like
animals but no one appreciates aggressive, noisy dogs or
dog mess on pavements.
“We organised the event so that residents could learn more
about animal welfare, pick up tips on how to control a dog
as well as learn more general dog training techniques.”
For more information on the PCH Pets Policy please go to:
http://www.plymouthcommunityhomes.co.uk/your-home/our-policies/
For more training events, see the Learn for Free leaflet inside this newsletter.
www.plymouthcommunityhomes.co.uk
Spring 2012 | PCH Newsletter 3

Better access
for customers
Plymouth Community Homes is
announcing exciting developments which
will help to improve the way you access
our staff and services.
Weʼre opening a city centre shop early next month at
the former La Petite France café in Frankfort Gate.
The site will serve as a ʻone stop shopʼ where
residents can report repairs, speak to a housing
officer, pick up keys to a new home and find out
more about our services.
“ The shop will be a great
central point
for residents ”
The shop will feature:
• a reception area, including seating for customers
• a free phone for reporting repairs
• PC facilities for making rent payments
• an interview room for confidential discussions.
Steve Ford, project group leader, said: “The shop will
be a great central point for residents. When theyʼre
in town doing their shopping or their banking, theyʼll
also be able to pop into the PCH shop and speak to
us about all aspects of their home and tenancy.”
Weʼre also pleased to announce that weʼre relocating
our headquarters to Plumer House, the former Land
Registry office in Crownhill. Customers will be able to
visit us at the premises to discuss any queries they
may have.
The move means nearly all of our staff will be based
under one roof for the first time. This will mean an
even better service for residents and create cost
savings by reducing our reliance on rental office
space.
Rents and service charges
PCH tenants will have received letters and information
packs in the past few weeks about the new level of
rents and service charges from 2 April 2012. You will
also receive a frequently asked questions guide and
details of how to pay.
In addition, weʼre sending you information about how,
for the first time, you can pay your rent and service
charges by text message – for more on this see
page 10.
The pack you were sent also contains details about
our Direct Debit incentive – everyone paying by
Direct Debit for three months or more will be in with
a chance of winning £100 worth of vouchers.
Nick Jackson, Director of Finance for Plymouth
Community Homes, said: “Residents should find all
the information they need about their rent and service
charges for the coming year in the packs we have
sent them. We know this is a very important subject
so we have explained what people are being asked
to pay and why.
“We recognise that this is another year of high
percentage rent increases for all housing association
tenants. We follow the governmentʼs policy for rent
setting and that has led to an average increase of
6.39%, before service charges, for our tenants.
“We have kept service charges at the cost of the
services and for many long-standing tenants there is
a cap on the charges. When taken together, the
average rents and service charges for PCH tenants
are the lowest in Plymouth and amongst the very
lowest in the country.
“We know residents may have questions and we
want to assure you weʼre ready to respond so please
do call us if youʼre unsure about anything.”
If you have any questions about rent or service charges, please call us on 0800 012 1474
or contact your local housing office. See the back page for phone numbers.
4 PCH Newsletter | Spring 2012 Call us on 0800 694 3101

Repairs service
changes
Our repairs service has changed its
hours and ways of working following
feedback from you.
All our tradespeople are now multi-skilled which will mean
there will be less repairs operatives visiting your home for
each job.
Appointments will be from 8am to 5pm Monday to Friday
and you will have the option of either a morning appointment
(8am to 1pm) or an afternoon slot (1pm to 5pm). You can
also get evening (5pm to 8pm) and Saturday morning
(9.30am to 12pm) appointments by special arrangement.
Weʼve made the changes following recommendations made
by our Continuous Improvement Group (CIG) in 2010.
“ This should be much
more convenient
for busy residents ”
Martin Snell, Director of Property Services, said: “Residents
who sat on the Repairs CIG made many suggestions for
how we could improve the working practices of our repairs
service. Some of these – such as the opening times of our
contact centre – have already been acted on, but weʼre
now making changes to repairs appointments.
“Appointments used to start from 7.30am but many people
said this was too early so weʼve changed it to 8am. Others
wanted appointments on Friday afternoon but we didnʼt
offer that – now we do.
“Previously, a tenant might get multiple visits from several
operatives for one job – a carpenter and painter to attend to
a door for example – as well as pre- and post-inspection
visits. Now there will be one tradesperson doing everything,
with the possibility of an inspection to check the work has
been completed to a good standard. Our operatives are in
the process of being trained for this. This should be much
more convenient for busy residents.”
You can now also receive confirmation text messages of
your appointments and messages to remind you that a
repairs operative is on their way. You will be asked if you
wish to receive these messages when you report your repair.
Texting reminders saves on missed appointments, which
cost money – money that can be better spent on tenants.
Donʼt forget, we also have a Handyperson Scheme for
those odd jobs that need doing around the home such as
putting up shelves or assembling flat-pack furniture. For a
small fee, we can send a repairs person round to do it.
Callers can request a handyperson by ringing the repairs
line. You will be invoiced for the work after it has been
completed.
To request a handyperson call the
repairs line on 0808 230 6500.
www.plymouthcommunityhomes.co.uk
Spring 2012 | PCH Newsletter 5

News in
Brief
Sign Shop wins major
contract
The Sign Shop, based in our manufacturing depot at
Prince Rock, has landed a major contract to become
the preferred supplier for all signage work for Plymouth
City Council (PCC). The work includes signage for
all vehicles, the Civic Centre, Windsor House and
Midland House.
Greg Tooze, Head of Manufacturing Services, said:
“This is a very significant achievement and should
lead to a particularly high volume of work, as PCC
has just changed its logo.”
The team has also received a high volume of orders
for street name plates over the past few months.
Our metal fabrication shop has completed work for
PCC too – it recently refurbished the main entrance
gates at Weston Mill cemetery. The metal fabrication
department has also carried out work on Money Tree
Fund projects, which brighten up estates and
neighbourhoods.
Recent jobs include:
• New gates and fencing at Keat Street
• Internal handrails fitted to stairs at the George
Street flats
• Fencing at Stillman Court
• Fencing and gates installed around older peopleʼs
bungalows in Budshead Walk and St Peterʼs Road.
All profits generated through external work go back
into services for PCH tenants.
Caretaking review
One of our transfer promises was that we would
review our caretaking service. Over the past few
weeks, weʼve been consulting with staff about
changes to the Environmental Services department.
Weʼre looking at introducing a new position of
neighbourhood ranger which will have a broader job
role and more opportunity for contact with residents.
Sue Shaw, Director of Housing and Neighbourhoods
for Plymouth Community Homes, said: “Our
Environmental Services Team provides an essential
caretaking function to our residents and we
recognise and value the work they put in to making
our neighbourhoods better places to live.
“Weʼve looked at how we could build on the teamʼs
growing reputation for high quality and provide
value for money for residents.
“The good news is that there are enough jobs for all
our permanent caretaking staff who have the
required skills and we will be keeping this service in
house.”
As PCH News went to press, consultation with staff
about the changes was in progress and weʼll be
updating you in future issues.
6 PCH Newsletter | Spring 2012 Call us on 0800 694 3101

Help us to learn more
about you
Thereʼs nothing more annoying than hearing the doorbell
ring and then hurrying to answer it only to find the caller
has gone.
This can often be the case for people who are disabled and
take a bit longer to get around than the average person. So
how good would it be if your caller knew you had mobility
problems and waited until you answered?
Thatʼs what many of you should be experiencing already
when youʼre visited by PCH employees, like our housing
officers or repairs operatives. This is all thanks to our tenant
profiling exercise, which aims to give us as much information
as possible about you, our tenants. For example, we now
know that some of you may be disabled and need a little
bit longer to answer the door – so weʼll make sure our staff
give you plenty of time.
All new tenants are asked to fill in questionnaires when they
sign up. If youʼve been a tenant for a long time, donʼt worry,
youʼll still be asked to complete the survey – perhaps next
time one of our housing officers visits you or you have a gas
safety check.
The information we currently collect includes:
• Name, address and age
• Employment status
• Health/disability/literacy issues
• Language
• Preferred method of communication
• Whether you are interested in moving to a smaller
property
• Whether you are interested in buying your own home
The answers to these questions can give us lots of
information about you and how we can improve the services
we deliver. Nicky Kingston, one of PCHʼs area managers,
said: “This kind of information is really important to us. It
means we have as much detail as possible about peopleʼs
needs and it will help us plan our services.
“For example, if you tell us you have a physical disability,
we can predict what kind of adaptations we may need to
make to your home in the coming years. Or maybe you
prefer to be contacted by us by text message rather than
letters – we can make sure weʼre communicating with you
in the best way possible.
“It will only be PCH staff who see the information provided
– it will not be passed on to anyone else.”
If youʼre asked to fill out a questionnaire, do take a few
minutes to do so. And donʼt worry if youʼre having trouble
with any of the questions – our staff will help you fill it in.
Early spring cleaning
for lucky winner
Doreen Eden, of Whitleigh, is the latest winner of our
regular prize draw for gas servicing. Doreen won a £50
voucher after being automatically entered into the draw,
which takes place every two months.
“Feeling safe in my own home is really important to me
and having my gas checked eases my mind,” said
Doreen.
And Doreen knows exactly what sheʼs going to do with
her winnings. She added: “My vacuum cleaner is too big
and heavy for me and has been playing up for a while. I
want to treat myself to a new, smaller and lighter one that
is easier for me to use.”
Every year PCH sends out gas inspection requests to
all tenants whose homes are supplied with gas. If an
inspector is allowed to check the gas supply on the first
appointment and a questionnaire is completed, the
tenant will be automatically entered into a draw to win
£50 worth of vouchers.
Right to Buy discounts
could increase
The Government published a paper on the Right to
Buy scheme before Christmas, announcing its intention
to increase the cap on discounts to a maximum of
£50,000 from April.
The previous maximum discount varied across the
country but was capped at £30,000 in the South West
region.
We wait to hear whether the governmentʼs new
proposed discount structure under the Right to Buy
Scheme will go ahead.
Welfare
Reform
You may have heard about the governmentʼs plans for
welfare reform, which could see changes to your
benefits. As PCH News went to press, no final decision
had been taken about the reforms, but keep reading
future issues for updates.
If you have any questions about paying your rent or
benefits, call your local housing office (see back page
for numbers).
www.plymouthcommunityhomes.co.uk
Spring 2012 | PCH Newsletter 7

News in
Brief
Panel goes walkabout
Blocks of flats could soon have
special energy-saving light
switches fitted.
Thatʼs the view of the Customer
Assurance Panel (CAP), which
has recommended a study is
carried out to consider the use of
Photocell Light Switches. The
lights go off during the day and
come on when it gets dark.
Panel members made their
recommendation following a
community walkabout they
carried out last year. The panel
was set up to scrutinise the work
we do and the services we deliver
and its first task was to examine
community walkabouts, previously
called estate inspections.
Community walkabouts visit
streets and blocks and are led by
staff. We hold them so we can
spot and sort problems at an early
stage, and so we can talk to you
about your area.
Other recommendations to come
from the CAP about community
walkabouts are:
• A follow-up procedure needs to
be set up to ensure all repairs
raised are carried out within
reasonable timescales
• For each inspection area, the
dates should include one early
evening inspection during the
summer months and one
weekend inspection during the
winter months.
Malcolm Clancy, a CAP member,
said: “Going on a community
walkabout was an eye opener. I
was able to see improvements
that have been made to the
community and also hold to
account some issues that PCH
had yet to tackle.”
The CAP reports to the Customer
Focus Committee and makes
recommendations for change. It
has recently had its ranks
increased with a new member,
David Luckham, who joined on 1
January.
The panel now numbers eight
and there is still room for another
four members.
If you are interested in joining the CAP, contact Becky Tucker on 01752 388093
or email becky.tucker@plymouthcommunityhomes.co.uk.
Group works towards getting
community space
Last year, PCH donated nearly £8,000 to Efford
Community Vision (ECV) to help fund some of their
community activities.
The group was set up to find a community space that
local people could use for activities. At the moment it
is using a specially-commissioned community survival
cabin (a large customised marquee) but is seeking
suitable premises for a community hub.
ECV has already hosted bingo, a community BBQ
and a street market and there are regular enterprise
club drop-in sessions at Efford Library every Tuesday
and creative craft workshops at St Paulʼs Court each
Thursday.
A number of larger events are planned for the coming
months – an Easter Fair, another street market in
Torridge Way and possibly a Jubilee Day street party
in June.
All are welcome to the events or contact the
community coordinator, Jacqi Hodgson, who attends
the library on Tuesday from 2pm to 4.30pm for
informal talks.
Information about forthcoming events can be found on the ECV website
(www.effordcommunityvision.org), on public noticeboards and in Efford Library.
8 PCH Newsletter | Spring 2012 Call us on 0800 694 3101

North Prospect
Progress Update
The first new homes at North Prospect
are set to be handed over to Plymouth
Community Homes next month (April) as
work on the first phase of the regeneration
gathers pace.
This will mean that families will be moving into these new
homes very soon and will be able to benefit from the energy
savings that they will offer. Built to a high eco-efficiency
standard, they could save families hundreds of pounds in
energy bills.
The Lord Mayor and Lady Mayoress opened the show
homes and marketing suites in January and since then
Plymouth Community Homes and Barratt have been
working hard to ensure that the first homes are handed
over on schedule.
When the first phase of works finishes in January 2013,
there will be a total of 148 energy efficient homes, 80 of
which will be owned by Plymouth Community Homes and
available for social rent and HomeBuy (also known as
shared ownership). Phase 1B, which started in February,
will include the community hub and apartments
exclusively for the over 55ʼs. This phase is due to
complete in March 2014.
Work on this project began in May last year and has
received backing from Plymouth City Council and more
than £3.9m in investment from the Homes and
Communities Agency (HCA) to support the delivery of 80
new affordable homes in the area.
Meanwhile, after a robust tender evaluation period, the
contract for the second phase of the North Prospect
regeneration has been awarded to Barratt.
L-R: Tim Larner, MD Barratt Homes, Lady Mayoress, Lord Mayor,
Elaine Pellow, Chair of the PCH Board
Barratt will shortly commence design consultation with a
target date for planning committee this November. Physical
development work on the second phase, which covers
Overdale Road, Woodville Close, Ash Grove, as well as
parts of North Prospect Road, Floyd Close, Foliot Road,
Grassendale Road and Cookworthy Road, is programmed
to start in January 2013.
For more information on the regeneration project or sales, please contact
the regeneration team on 08000 327 100 or email npr@plymouthcommunityhomes.co.uk
or sales@plymouthcommunityhomes.co.uk.
www.plymouthcommunityhomes.co.uk
Spring 2012 | PCH Newsletter 9

New way to pay
your rent
Tenants are now able to pay their rent
from their mobile phone. Weʼve teamed
up with Allpay to offer the free service.
The only cost is the standard text
message fee which may be charged by
your phone provider.
All you need to do is register your rent
card and credit or debit card at:
https://www.allpayments.net/textpay/
logon.aspx and then pay by texting
“pay”, a text code which you will be
given, the amount you want to pay
and your password to 81025.
Allpay will then handle the
transaction and transfer the money
from your bank account to our
rent account. You will receive a
confirmation text message that
you should keep.
SEND
To: 81025
Pay rent 5.00 1234
Sue Shaw, Director of Housing
and Neighbourhoods, said: “We
wonʼt be charging our tenants
anything to use the service. It is
another payment method we are
introducing that will give even
greater flexibility, convenience and
choice for residents.
“Weʼre making use of available
technology to fit in with the busy
lifestyles that many of our tenants
experience these days.”
If you donʼt have access to the
internet, we can help you – just pop
into your local housing office to find
out more. In future, we may offer
leaseholders the option to pay service
charges by text also.
Are you a Babcock employee who needs
to change the way in which you pay your
rent? If so, contact us on 0800 694 3101.
Stronger Communities
Strategy
Plymouth Community Homes has
spent the last couple of months
consulting with residents on how
it will address discrimination and
unfairness.
Weʼve put together the draft
Stronger Communities Strategy,
which will look at ways we can
improve life for tenants and staff.
There are a number of ways weʼll
tackle disadvantage. For example,
we will:
• provide reception services for
customers waiting with young
children including, where
possible, play facilities
• try and ensure the way we
allocate homes is fair and
does not disadvantage any
particular group
• monitor anti-social behaviour
and raise awareness about the
reporting of hate crime
• continue to work closely with
groups like Plymfed, PUSH
(Plymouth United Sheltered
Housing) and DTAG (Disabled
Tenants Action Group)
• deliver training programmes for
tenants to improve their skills.
Weʼve also produced a draft
action plan. Once the final
strategy has been agreed, this
action plan will support the
strategy and set out timescales.
Weʼll let you know the results of
the consultation and what it
means for you so watch this
space!
10 PCH Newsletter | Spring 2012 Call us on 0800 694 3101

VIP awards honour residents’
commitment to communities
Sonja Hoskingʼs efforts to
brighten up the garden
near her home have seen
her win a top award.
Sonja has won a Very Involved Person
(VIP) award for 2011 alongside seven
other residents. The annual VIP
awards, run by PCH, are designed to
recognise and reward the work of
tenants and leaseholders who have
made an exceptional contribution to
their local area.
Sonja was honoured for revamping
the back garden at Barrack Place in
Stonehouse. She said: “The garden
wasnʼt used before as the grass
would get quite long and the whole
area was unkempt.
“Now, you will always find somebody
in the garden in the summer as it is
such a lovely place to be. Quite a lot
of tenants have had barbecues in the
good weather and the whole area is
a sun trap – in fact, I have nicknamed
it ʻSunny Lawnsʼ.
“We have done a lot of work over the
last couple of years to make it what it
is now – we had two benches donated
from Devonport Park and we have
completely refurbished them. Weʼve
also got fruit trees and a palm tree and
we have a shed where we even have
tea making facilities if we need some
refreshments while weʼre outside.
“Our housing officer Tania has been
fantastic and we also managed to get
a small grant which definitely helped
keep up the momentum. Some of the
other residents have also volunteered
and help me with the things I found
difficult like heavy lifting.
“I love gardening so I have totally
enjoyed the whole experience and
the VIP Award is an added bonus as
it is always nice to be appreciated.”
The idea for the awards scheme
originated from the Customer Focus
Committee (CFC) and was trialled in
late 2010. It received positive
Here are all the winners and a summary of their nominations:
Derek Morgan, Southway – for extraordinary work for Pendeen
Sheltered Housing residents, including leading to winning a national
award for Scheme of the Year.
Tracey Sargent, Honicknowle – for going the extra mile in getting a
residentsʼ association up and running in Duncombe Avenue.
Laura Hancock and Luke Gardner, Honicknowle – for
extraordinary efforts to improve the quality of life for local people in
Duncombe Avenue.
Sonja Hosking, Stonehouse – for extraordinary efforts to improve
the look of the area and to encourage improvements for local people
in her area.
Lynsey Moore, Tamerton Foliot – for advocating for young tenants
at PCH meetings, and for extraordinary efforts to improve services.
Mel Leonis, Greenbank – for services to include disabled people
through her work with the Disabled Tenants Action Group, including
obtaining funding and widening participation of disabled tenants.
Roy Leslie, Whitleigh – for extraordinary efforts to ensure that
tenants with mental health illness are included in services.
The panel also commended an additional six nominations who they
felt were ʻnear winnersʼ.
feedback and following on from that,
the VIP Awards developed. Criteria
for nominations were established and
nomination forms were submitted from
residents and staff across the city. The
winners were selected by a panel of
CFC members.
Some of the winners were presented
with their awards by Elaine Pellow,
Chair of the PCH Board, at the
residentsʼ conference in December.
Others received theirs at a special
lunch in February. Nominations for this
yearʼs awards are now open.
www.plymouthcommunityhomes.co.uk
Spring 2012 | PCH Newsletter 11

Size does matter:
is your home too big for you?
After living in his house in
Ernesettle for more than 32
years, Andrew Spencer
had started to find his three
bedroom family home a bit
difficult to manage.
His two daughters had grown up and
moved out and he wanted something
smaller and to be nearer to his family.
“They were very good and the minute
a one-bedroom property became
available in that road, Hali phoned
me and got me a viewing.
“They finalised everything for me. I
have now moved in and I am very
happy. I am in the area that I wanted
and close to my family. The flat is
much easier to manage and I am
happy in the knowledge that another
family will be enjoying my old home.”
The scheme has the additional
advantage of freeing up family-sized
homes.
Tim Phillips, PCH Head of Housing
Choices, said: “Often, circumstances
change and children have grown up
and moved out, leaving their parents
in the family home, which has become
too large to manage. High fuel
charges and maintenance issues can
sometimes be a strain on finances.
He said: “I approached Plymouth
Community Homes because my
daughters had moved on and I was
finding the house too big to manage.
I wanted something smaller and I
thought that if I moved out, it could
become a family home again for
someone else.
“I had very specific needs. There was
one particular road where I grew up
and that was where I wanted to live so
I told Hali and Clare (from the PCH
Housing Choices Team).
PCH recognises that, like Mr Spencer,
a number of tenants are living in large
family houses and want to downsize.
A new pilot scheme has just been
launched to help tenants move to a
smaller property if their home is too
big for them.
“This new scheme offers tenants
assistance to move through the help
and support from a dedicated PCH
officer and can really help to take the
stress out of moving to a smaller
property.”
“ This new scheme can really help
to take the stress out of
moving to a smaller property ”
Some frequently asked questions about downsizing
Why would I want to move to a smaller house?
• Utility bills may be too expensive – it is cheaper to heat
a one-bedroom property than a three bed
• Children have moved out and the property is too big
• The garden has become too difficult to maintain
• You may have a disability or mobility issue and your
property is no longer suitable
• You would like to be nearer to your family, friends or
just closer to the shops or doctors.
Who is eligible?
If you are a PCH tenant with a two or more bedroom
property who wishes to move to a smaller home, you
may qualify.
Could you help me financially?
Yes. There are many ways in which we may be able to
help. We may be able to offer you assistance with the
costs of decorating, removals or carpeting for example.
Talk to us and let us know what you might need.
Will I have to wait long?
This can vary depending on where you want to go and
what property you are asking for. We may be able to
match you directly with the property of your choice as
soon as it becomes available and you could be given a
higher level of priority on the Devon Home Choice
Register depending upon your circumstances.
What if I have mobility issues and I canʼt get to see
the property being offered?
We may be able to arrange transport for you to and from
the property for the viewing. We can also accompany
you if you wish.
Do I have to move?
No, this is totally your choice.
To find out more about this new scheme
call the Housing Choices Team on 0800 694 3101.
12 PCH Newsletter | Spring 2012 Call us on 0800 694 3101

Kitchen and bathroom work
reaches milestone
Work is progressing well on our Decent
Homes programme to upgrade tenantsʼ
kitchens and bathrooms.
FHM, one of the four contractors we use, had reason to
celebrate at the start of this year when they completed
work on their 2,000th property.
Weʼve completed nearly 4,000 kitchens and bathrooms
since the Decent Homes programme began in April 2010.
By the end of March 2015 we aim to have refurbished
13,000 homes, meaning weʼre on target to meet our
promises made to residents at transfer.
Emma Dean, of Plympton, was the 2,000th FHM customer
to benefit from a home makeover as part of the programme
earlier this year. She said: “Iʼd like to thank the teams at
FHM and Plymouth Community Homes for their efforts. We
really appreciate it. Both my mother and I have had the
works done under the scheme and weʼre both absolutely
thrilled with the results.”
Tenants Charles and Jenny Harris, of Ernesettle, and Susan
Boyd, of North Prospect, are also pleased with their FHM
refurbishments.
Susan, of Maunsell Close, said: “I have been a tenant for
more than 30 years and to finally have a kitchen of this high
spec is fantastic. The workmen were very professional. They
kept my house as clean as possible while they worked
there and PCH staff informed me of what was happening
throughout.” Charles, of Ernesettle, added: “We had a new
kitchen and bathroom and theyʼre both beautiful.”
John Orr, Head of Asset and Programme Management,
said: “Work is progressing well across the whole project
with all our contractors and itʼs great to see that residents
are enjoying their newly-refurbished homes.
Caleb Walke (PCH), tenants Charles and Jenny Harris and FHM’s Cat Fox
“We have a satisfaction rate of around 94 per cent. There
is obviously some disruption caused by builders going into
peopleʼs homes but our tenant liaison officers work very
closely with tenants and keep them informed of what is
happening at all stages of the works to lessen that
disruption.”
As well as FHM, weʼre also working with Apollo, Mitie and
Ian Williams.
As part of the PCH programme, Apollo has just appointed
a new resident liaison officer and administration assistant,
Katie Green. Katie, who will be based in Estover, originally
began working for Apollo on a work placement.
The team at Apollo were so impressed with her that they
decided to offer her a permanent position.
They try to offer work to local people wherever possible
and hope to provide more placements in the future.
Caleb Walke (PCH), tenant Susan Boyd and Martin Thompson (PCH)
www.plymouthcommunityhomes.co.uk
Spring 2012 | PCH Newsletter 13

Fire safety for
all residents
Fire doors saved tenant Tony Woodman
from serious injury after a blaze outside
his home.
Tony, of Stonehouse, was awoken from his sleep by the
smell of smoke and was horrified to discover flames just
outside his property. Someone had set fire to a motorbike
parked close to his home.
Fortunately, Tony recently had a fire door fitted to his home
as part of PCHʼs commitment to improving fire safety.
He said: “The flat was full of smoke and I saw flames
outside. It would have been awful if it wasnʼt for the doors.
I would definitely encourage everyone to get them.”
Weʼve spent the last few months examining our blocks to
make sure they meet fire legislation. Weʼre now in the
process of carrying out the structural works required. The
majority of this work is being covered as part of the front
door replacement programme.
Leaseholders are also encouraged to get the new doors.
Although there is a cost involved, itʼs money well spent as
it could save your life.
Part of the work weʼre doing means we also need to look
at communal, or shared, areas of buildings – the bits from
the front entrance, shared staircase and any common
corridors (or open balconies) up to your front door.
“ It is crucial that we are able
to work with tenants in
ensuring they are safe from
fire in their homes and
surrounding areas ”
From April last year to January this year, there were 37
serious fires in PCH properties with one death and 13
people seriously injured. Weʼve been consulting with you
about new policies which should help to keep residents in
high-rise blocks safe if thereʼs a fire.
Our three new policies look at communal areas, mobility
scooters in shared space and security gates and grilles.
We want to make sure that shared spaces are free of items
which may slow down your escape if thereʼs a blaze.
Bill Grantham, PCH Fire Safety Manager, said: “It is
crucial that we are able to work with tenants in ensuring
they are safe from fire in their homes and surrounding
areas. These three new policies will provide us with the
framework to manage communal areas in a way that will
meet legal requirements and, most importantly, minimise
the risk from fire for our tenants living in flats.
“Itʼs very encouraging that the majority of our blocks
already meet the new fire and safety standards. There are
however, a few isolated problems in some blocks and the
new policies will help us to take action so that we can
protect people in their homes.”
For example, there has been a rise in the number of
people with mobility scooters. While we understand they
have many benefits and we want residents to maintain
their independence, the safety of all tenants, staff and
visitors is crucial. As well as being a fire risk, scooters in
shared areas can be highly combustible, give off toxic
smoke and have potentially explosive components if
exposed to intense heat.
Nick Jones, Plymouth Group Manager from The Devon and
Somerset Fire & Rescue Service, said: “These vehicles can
pose very significant fire safety issues if they are stored,
parked or charged in shared areas of blocks of flats.”
The new policy focuses on reducing the risk to our
residents, staff and visitors while at the same time offering
positive guidance to those tenants who own mobility
scooters.
There will be an update on these new policies soon.
14 PCH Newsletter | Spring 2012 Call us on 0800 694 3101

Newsletter helps to turn one
resident’s life around
The Plymouth Community
Homes (PCH) newsletter
has changed the life of
one Plymouth tenant for
the better.
Tony Sackfield, 53, of Lower Ham,
received a copy of the PCH newsletter
last winter which featured an article
appealing for volunteers to work for
The Citizenʼs Advice Bureau (CAB).
Mr Sackfield said: “Up until reading
the newsletter, I used to be stuck in
the house watching TV as I didnʼt go
out much because I suffer from
osteoarthritis. When I read the section
about volunteering, I thought, why
not give it a go and I rang them and
received an online volunteer form and
emailed it back to them the same day.
“I went in for an interview early this
year and was overjoyed when they
told me they would like me to
volunteer. When I am able, I now
volunteer three mornings a week.
“More than anything, my volunteering
has made me feel useful again. I
used to feel socially excluded and
now I feel socially included.
“The people I have met have also
been a fantastic support with my
disability and they have even ordered
me a special ergonomic chair to help
me sit more comfortably when I am
working.
“If it hadnʼt been for that newsletter
being posted through my letterbox, I
would not have even considered
applying to volunteer for the CAB but
it has definitely changed my life for
the better.
”I would recommend volunteering to
anybody who is out of work and can
spare the time because it is helping
others but most of all it is helping
yourself!
“Several of the people who
volunteered at the same time as me
have now gone on to get paid
employment.
“Having the CAB on your CV and a
reference from them can only be a
positive and help you in the highly
competitive job market.”
Rick Clark, PCH Housing Officer,
said: “I have seen a change in Mr
Sackfield since he began
volunteering. He used to spend all of
his time indoors and since he began
working at the CAB he has become
a lot more confident and gets out
and about far more.
“I am really glad that our newsletter
has helped him to achieve something
worthwhile.”
“ More than anything,
my volunteering has made
me feel useful again ”
For more information on volunteering at the
CAB call Lena Babajee on 01752 507703
or visit www.citizensadvice.org.uk/join-us.
www.plymouthcommunityhomes.co.uk
Spring 2012 | PCH Newsletter 15

Leaseholders’
news
Buying the freehold
of your property
Several leaseholders have asked recently
if they are able to purchase the freehold
of their properties. The answer is yes – in
certain circumstances.
You canʼt purchase the freehold of your property on
your own. However, subject to certain conditions,
leaseholders of flats have the right to buy the
freehold of their building as a group. This is called
enfranchisement.
Enfranchisement is a group (or collective) right for
leaseholders of flats to buy the freehold of the building
they live in. They have this right even if the freeholder
does not wish to sell. The right to enfranchise must be
exercised by a ʻnominee purchaserʼ on behalf of the
group, who will own the freehold after the purchase
has been concluded.
To qualify to take part in the enfranchisement, you
must own a long lease of a flat in the block. If you
qualify you can buy the freehold with a group of
other qualifying leaseholders if your building satisfies
the following points:
• There must be two or more flats in the building. If
there are only two flats in the block, both
leaseholders must participate in the exercise
• At least two-thirds of all flats in your building must
be held on long leases
• Not more than 25% of the internal floor area (apart
from common parts such as stairs) of the building
is in non-residential use – for example, as a shop
or an office
• The number of leaseholders participating must
also equal at least half the flats in the block.
Therefore, in a block of 12 flats, at least eight flats
must be held on long leases, and at least six of the
leaseholders would need to participate in the
enfranchisement process. You will not qualify to
participate if you own two or more qualifying leases
of flats in the block.
This is only a brief summary of the process. If this is
something you would like to consider we suggest you
seek independent professional advice.
Payment cards for
service charge invoices
A number of leaseholders pay their service charge
invoices at either the post office or a Paypoint outlet.
To do this you need a payment card which we can
order for you. Up to now it has been necessary to
order a new payment card for each annual service
charge invoice that you receive every year.
However, we have now arranged with our payment
card supplier, Allpay, to produce a payment card that
can be used for all future annual service charge
invoices. This means we will no longer have to send
you a new card every year.
With a payment card, you can also pay your service
charges online or over the telephone 24 hours a day.
You will need to register your card the first time that
you use it.
We will send leaseholders one of the new payment
cards early in April, just after the next annual service
charge invoices have been sent out. These will be
sent to all leaseholders except those who normally
pay by Direct Debit.
If you previously paid by Direct Debit but would like a payment card to use in future, please
contact our leasehold section on telephone number 01752 388109, 388094 or 388257.
www.plymouthcommunityhomes.co.uk
Spring 2012 | PCH Newsletter 17

Away day at
Plympton Fire Station
Itʼs been a while since
weʼve had one, so our
recent away day was a
welcome chance to
escape from the office.
Usually, the location for away days is
somewhere that offers a peaceful and
stress-free environment. So choosing
to have it at Plympton Fire Station
might seem like an odd decision. But
we had our reasons….
One of our themes for the day was
fire safety in communal areas, and as
new PCH Fire Safety Manager Bill
Grantham had agreed to put himself
in the firing line, we thought the fire
station would give him back-up if
things got heated. We neednʼt have
worried. As an ex-fireman, Bill clearly
knew his stuff.
He had also familiarised himself with
all of PCHʼs estates, so he had a
good idea about how things work in
practice. His basic message was that
fire safety was paramount, even if
that means enforcing a number of
restrictions that might prove unpopular
with some residents.
The impact of these restrictions will
probably be most keenly felt by
owners of mobility scooters,
especially in locations where there
are no adequate storage facilities.
Unfortunately for them, fire safety canʼt
be put on hold while a solution to the
storage problem is found. Thatʼs not
to say we shouldnʼt be pressing for
action to be taken to create storage
facilities for those with priority needs.
These new policies are currently out
to consultation, and you can check out
our views on our website.
To finish off our fire safety theme, we
had a brief talk from a couple of the
stationʼs officers, before a lengthy
question and answer session. They
seemed quite impressed with the
number of issues we raised, and we
were impressed with the answers
they gave us.
Although it was a long day, it seemed
to go quickly, which is always a good
sign that things have gone well. Itʼs
certainly going to be difficult to top
that for our next one.
Regulating the
landlord
A key function of an organisation like ours is to try and
hold the landlord to account on behalf of its tenants. We
try to do that in a spirit of partnership and playing by the
rules. Over many years, different governments have
brought in regulation measures aimed at levelling the
playing field.
At our away day, we finalised our response to the
governmentʼs latest proposal to improve the regulation
framework. You can find a copy on our website.
Pets Policy
update
We understand that the new pets policy is to be
unveiled in this issue. Much of whatʼs in it comes from
the work weʼve done and the draft we produced. So a
big ʻthank youʼ to all the residents and housing officers
who worked with us on it.
The new policy doesnʼt contain all of our
recommendations – such as the pet ownersʼ register –
but it covers most of them, so we canʼt complain. We
havenʼt given up on the idea of the register; weʼll raise it
again when the next opportunity arises.
The views and opinions expressed in this article are those of Plymfed
and do not necessarily reflect the official policy or position of PCH.
18 PCH Newsletter | Spring 2012 Call us on 0800 694 3101

Free collection of unwanted
electrical goods
The Absolute Recycling Company (ARC)
is offering PCH tenants and leaseholders
a free service to pick up and take away
old or unwanted electrical goods.
ARC will be happy to collect old fridges, freezers, cookers,
washing machines, TVs, DVD players, laptops or computer
equipment.
The service has the added bonus of being environmentally
friendly because any equipment that can be will be
reconditioned and then sold – a much greener option than
disposal at a landfill site.
It also means there should be less flytipping. Currently, our
caretaking team has to get rid of any goods which are left
in houses or dumped in communal areas. We then have
to pay for them to be taken to the tip so weʼre making cost
savings.
The reconditioned goods are tested to a high standard
and come with a minimum three-month warranty.
The Absolute Recycling Company Ltd owners Chris Catherall (left)
and Bradd Jenkins (right)
To book a collection call 01752 775961 or
email collections@arcrecycling.co.uk.
One good turn
deserves another
A new scheme is being
launched which will see
people swap their skills
and talents in return for
someone elseʼs.
Time Bank projects are being
launched in Stonehouse and St
Budeaux by the Zebra Collective and
Plymouth City Council, with the
support of PCH.
Time banking is a way of bringing
people together to share their skills
with others in their communities.
For example, if youʼre really good at
DIY skills, you could help someone
with an odd job around their house.
They might have great computer skills
and offer to help you fix your laptop.
Michelle Virgo, Zebra Collective
Consultant, said: “One of the key
principles of time banking is that
everyone has something to contribute.
Everyone's skill, time and contribution
is equally recognised and valued, so
for every hour that someone spends
doing a task, they can get back an
hour's worth of work from someone
else.
“Residents of all ages and abilities can
join in and exchange a whole range of
skills. Whether it is time spent walking
a dog, DIY skills, computer advice,
cooking lessons or gardening tips – all
suggestions are welcomed.”
Helen Ryan, Head of the
Communities team at PCH, said:
“Plymouth Community Homes has
been delighted to get involved
because we believe that time banking
can help to build closer communities
– something we feel very strongly
about.
“Weʼll be helping Zebra to connect to
our customers and communities,
supporting their publicity for time
banking, and aiming to strengthen
partnerships at a local level.
“The schemes offer a great opportunity
for our residents who want to share
the things they enjoy with others, get
back into work, or get involved in
supporting their local neighbourhood.”
You can follow the Stonehouse Time
Bank project on Twitter
@stonehousetime and there is also a
Stonehouse Timebank Facebook
page.
The time banks in both areas will be
run by a small group of volunteers
who will be given advice, support and
training from the Zebra Collective.
Please contact michelle@zebra.coop (Stonehouse)
or liza@zebra.coop (St Budeaux)
or call 01752 395131 to learn more.
www.plymouthcommunityhomes.co.uk
Spring 2012 | PCH Newsletter 19

Contact
numbers
Repairs
0808 230 6500
Head Office
0800 694 3101
Housing Offices
Estover: 0800 917 9496
Devonport: 0800 917 9497
Whitleigh: 0800 917 9498
North Prospect: 0800 917 9499
Sheltered Housing Team
0800 917 9452
Out of hours repairs
0800 917 9459
Leaseholders
01752 388094
Caretaking Service
0800 917 9455
Debit/Credit Card Payment Line
0844 557 8321
Gas Servicing (and Cyclical
Planned Technical section)
01752 388007 / 388008
Resident Involvement Team
0800 917 9457
Plymouth
City Council
contacts
Enquiries (including waste
and out of hours)
01752 668000
Report fly tipping
01752 304147
Housing needs
01752 305496
Housing advice
01752 305950
Anti-social behaviour
01752 307049