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E ELD DRIVE @CobaltHousing NFI R BAR B Y E A R T O E O W MUIRHEAD AV N N A L L L E 9 Y 4 A L F E I I E 0 5 L E 0 M D R 5 T 5 R A 8 K O B A N A R M I L L O W RD D Y A E ERB D ST D Y TENANTSWE FOLLOW US ON TWITTER AND FACEBOOK profits continue to be ploughed back solely, into Fazakerley, Norris Green and Croxteth. After a detailed examination of all options and after talking to tenants, the Board believes that the best option for its IMPORTANT LETTER tenants, homes and communities is to become a stand-alone Charitable Housing Association. This means FROM THE CHAIR OF THE you would continue to be a tenant of Cobalt and your rights would not be affected. This means Cobalt would leave Symphony and continue to have a local office, local Board of COBALT BOARD, management as a stand-alone landlord, ensuring every penny of surplus is ploughed back into Cobalt COUNCILLOR local communities, to build new homes and to provide and improve the quality of our services. We will PETER MITCHELL also ensure long term social rented housing is provided for tenants. If the Cobalt Board’s proposal does not go ahead, there will no longer be a local board or management team to make decisions on where money is spent and what local services are improved or developed. This would mean you would stop being a Cobalt tenant, and would be asked to sign a new tenancy agreement with a new landlord.

The Board now wants you to consider the proposals for yourself and let us have your views. The Board and Shareholders will then consider carefully what tenants say about our proposal to leave the Symphony Housing Group. 26 September 2016 Once you have read this document, please let us have the views of your household by completing the prepaid reply card and return it by post (or by putting it in the black box in the Cobalt office). Dear Tenant Over the next few weeks Cobalt has made arrangements for you to have independent advice from PROPOSAL FOR COBALT HOUSING TO LEAVE THE SYMPHONY HOUSING GROUP AND consultants and to attend drop in sessions to help you decide. PS Consultants were appointed as The BECOME A SELF SUFFICIENT LANDLORD, FOCUSSED ON LOCAL PEOPLE AND LOCAL Independent Tenant Advisor by the Tenant Working Group. ISSUES. Please contact PS Consultants, your Independent Tenant Advisor on free phone 0800 164 2703 or Please find enclosed our formal offer of services and consultation survey setting out the Cobalt Board’s email: [email protected] proposal to leave the Symphony Housing Group. Cobalt staff, the Tenant Working Group and PS Consultants may also contact you to encourage you to If the proposal to leave Symphony Housing Group is agreed, Cobalt will continue as a Charitable fill in this important survey. Housing Association and will provide services as a stand-alone organisation. The consultation document enclosed explains the details of the service offer and has been produced following an extensive We look forward to hearing your views and continuing to serve you as a Board. consultation exercise with a Cobalt Tenant Working Group and their Independent Tenant Advisor, PS Consultants. Yours sincerely

Cobalt is now 13 years old, and we have come a long way since the homes were transferred from the Council back in 2003. CROXTETH The Symphony Housing Group (of which Cobalt Housing is one part) owns some 40,000 homes from FAZAKERLEY to Cheshire. Symphony is considering joining all their landlords into one Housing Association, Peter Mitchell NORRIS GREEN with a single board of management, to provide direct control of all their homes. Chair of the Board at Cobalt Housing

Cobalt is successful (last year we made a £6.4 million surplus). The Board want to ensure that future

CROXTETH FAZAKERLEY

NORRIS GREEN PHASE

YOUR REPLY WILL BE ENTERED INTO A FREE PRIZE The Cobalt Board wants to knowDRAW the FOR views A CHANCE of TO yourWIN ONE OF FOUR COBALT BOARD NEED THE VIEWS OF TENANTS. .The PRIZES: TWO PRIZES OF £100 AND TWO PRIZES OF It is household by 5pm on Friday 28 £50October IN SHOPPING 2016 VOUCHERS All the information that you receive from Cobalt goes through a series of checks to ensure that You have received all of the information about the Cobalt Please give your name, address and a telephone number or Board’s proposal to leave the Symphony Housing Group email address so that we can contact you if you are a prize Cobalt Board wants to know what Cobalt Fill in yourtenants name, think address . winner. Return to by freepost or hand in by one card for each household . 5pm on Friday 28 october 2016 to the Cobalt office. Please answer these two questions ...... and contact details so that we know you are a Cobalt tenant . Your Name it is accurate. It is checked by the Cobalt Tenant Working Group and your Independent Tenant PLEASE RETURN THE FREEPOST REPLY CARD TO REACH COBALT We will enter your reply into the free prize draw for shopping ...... Return by freepost or by hand to the Cobalt Office vouchers . Your Address 1. Have you heard about the Cobalt Board’s proposal to ...... leave the Symphony Housing Group to become a separate ...... stand-alone Housing Association? NO ...... Advisor, PS Consultants. Your Tel BY 5PM ON FRIDAY 28 OCTOBER 2016 YES ...... Your Email 2. Are you broadly in favour of the Cobalt Board’s proposal to leave the Symphony Housing Group and to continue THE DRAW WILL BE MADE BY THE COBALT CHAIR to be your landlord as an independent stand-alone locally AT THE BOARD MEETING ON 7 NOVEMBER 2016 based Housing Association? NO YES DON’T KNOW PAGE 2 OUR SERVICE OFFER TO OUR TENANTS FOLLOW US ON TWITTER AND FACEBOOK PAGE 3 WHY COBALT HOUSING IS PART 1 LOOKING TO LEAVE THE SYMPHONY HOUSING GROUP during the consultation when the Board makes its final decision on ThisIntroduction document is probably the most important that Cobalt Housing (Cobalt) has sent its tenants since Monday 7 November 2016. it was first set up in 2003. We have called it our ‘Service Offer’ to all our tenants. In it Cobalt sets out what we will offer you in the future if we continue to be your landlord. The Cobalt Board believes that you have a right to know what you can expect from us in the future if Cobalt does become an indepen- PRIZE DRAW dent stand-alone housing association – which the Cobalt Board wishes to do. All the ‘Test of Opinion’ cards re- turned to us (including the white cards you may have already filled The Cobalt Board believes that by ered these carefully in the work it in) will be entered into our prize WHY ARE YOU remaining as Cobalt and demerg- has done on its financial and busi- draw. The prize winners will be ing from Symphony, Cobalt can ness case for de-merger, and have drawn on Monday 7 November RECEIVING THIS directly control its affairs. Cobalt judged that Cobalt can flourish as 2016 at the Cobalt Board meeting DOCUMENT? will be able to offer a housing an independent organisation. They by the Chair of Cobalt. So if you service which will continue to be have also obtained independent have previously filled in a white You have already received two locally focused and totally ac- external advice that agrees that Test of Opinion card, and you newsletters from the Independent countable to the communities of Cobalt can operate and grow as a • How we will continue to tack- • How we will keep a local also return the freepost card, Tenant Advisor (PS Consultants) Croxteth, Fazakerley and Norris stand-alone organisation. le Anti-Social Behaviour officeand continue to support our you will have two chances to win explaining our reasons for wanting Green. The Board also believes Welfare Benefits Team one of the four shopping voucher to become an independent ‘stand- that by becoming a stand-alone • The support we will continue prizes. alone’ housing association. The organisation Cobalt will be able to WE NEED YOUR VIEWS to give in our communities and TELL US WHAT YOU Cobalt Board believes that it is in get even better value for mon- Before we can move forward with neighbourhoods INDEPENDENT ADVICE ey from everything we do for these ideas we need to know THINK? If you have any questions or if you the best interests of our tenants Please have a look at the Easy our homes and neighbourhoods. what • How we will continue to pro- want to talk about this proposal and the communities we serve in you - our tenants Guide and our Service Offer and Cobalt will then be well placed to think about them. tect your rights and responsibili- please contact the Independent Croxteth, Fazakerley and Norris make up your own mind on this achieve even more efficiency sav- ties as a tenant Tenant Advisor (ITA) – Green, that we should do this, and This booklet sets out Cobalt’s important issue. The Cobalt Board ings that will be invested back into PS Consultants, by: to do it we will need to leave the ‘offer’ to you in the event that we wants to know what your views Symphony Housing Group (SHG) your homes and neighbourhoods. • How we will continue to invest • Freephone: on 0808 164 2703 become an independent stand- in repairing, maintaining and as our tenants are by completing (‘de-merge’ from it). alone housing association. You can and returning the enclosed free- (free from a landline or mobile improving your home and build phone) ARE THERE ANY read a summary of it in the Easy more new social housing for rent post reply card to Cobalt. The Cobalt Board’s view has been Guide. • Text: on 07506 573373 influenced by the decision of It is really important that you • Email: enquiries@psconsul- DISADVANTAGES? • How we will continue to set send back the freepost card to the SHG Board to consult all six We recognise that there will be tants.org.uk rents and service charges at lev- the Cobalt office or hand it in housing association members of some disadvantages to de-merger. WHAT DOES OUR • Website: www.cobalt.pscon- els that our tenants can afford at our reception area by 5pm the SHG (including Cobalt) on the In the first place there are costs sultants.org.uk SERVICE OFFER SAY? on Friday 28 October 2016 prospect of the Group Structure to bring it about, and that money The ITA web site has more in- You will find here our proposals • How we will develop the at the latest to tell us what you being amalgamated into a single will not therefore be available to formation. You can click on the for: opportunities for all our tenants think. The Test of Opinion card is housing association. If that were invest in our homes and neigh- Forum button on the ITA website • Keeping Cobalt’s housing and to shape the way we deliver our one for each Cobalt household. If to happen then Cobalt would bourhoods. Second, we would to ask your questions of the ITA neighbourhood service local and services to meet your needs you are joint tenants you will have cease to operate independently as lose the financial benefits and and to read the views of other accessible to decide how you want your your landlord and decisions would security that belonging to a large Cobalt tenants. be made centrally by a Group • The ways that you can get household to respond. group brings. • The standards we will work Board, not as they are now by the involved in setting the priorities to so you get the best possible The Cobalt Board will take into Cobalt Board. for what we do and how we do it. The Cobalt Board have consid- service account tenants views expressed PAGE 4 OUR SERVICE OFFER TO OUR TENANTS FOLLOW US ON TWITTER AND FACEBOOK PAGE 5 CROXTETH FAZAKERLEY HOUSING AND NORRIS GREEN PART 2 NEIGHBOURHOOD MANAGEMENT SERVICES We are here for you, to work to signpost customers to access with you and for the benefit of services that Cobalt offers 1 Introduction / About Cobalt the communities and neighbour- hoods in which you live. Cobalt Housing (Cobalt) was set up in 2003 as a locally-based social housing organisation focused entire- • Use community events to engage with residents to raise is- ly on meeting tenants’ needs in the neighbourhoods within Croxteth, Fazakerley and Norris Green. Since The main promises we make to sues such as the Welfare Benefits 2003 we have worked with tenants and residents in our neighbourhoods and have invested £110 million you now are as follows: to improve your homes and estates and will continue to do this. reform, the prevention of Anti-So- cial Behaviour or giving advice about what we can do to provide 6 NE 0 LA A 5 OD’S I A 2 O N help and support to tenants and ERW T SH R TWIGEN E Cobalt - C Junction 6 ARLO NE L E B W’S LA S OS I E G residents UNT DRIVE N XH ER A S H FO LANE BARLOW’S L N L E Playing

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S E R L rents and recharges without hav- HMP I AN O Altcourse D E R P G W A of Croxteth, Fazakerley and Norris RK I V E IE L W A A D L 5 O R 8 ing to wait to see a Cobalt Officer O W O 0 R O OK F I R A B E L D D R I V E D management B DRIVE L Green R O O K F I A E L D W N A H I G H E Y E L E

R R K Y I C A A BACK GILLMOSS LA I FA W LMO AD G U R TH RD H ILL O M E R OS S S H • N Provide an out of hours ser- standards LA Fazakerley T E Everton A E L • Offer you a variety of ways to D Cemetery L E P D C I A W M E I N N M vice available 365 days a year 24 O V S E S E T N S A RK contact us or access all services A N O A Cobalt delivers a wide range L P Playing Fields L STONEDALE CRESCENT W Playing Field A E Y hours a day to report emergency E N B Croxteth Getting access to A Recreation L R E D that Cobalt offer 24/7 through: of housing and neighbourhood Ground L A I G I SCENT TERNHALL ROAD D O Craven Wood B N RE T 5 C R 1 O Y G S repairs & incidents of Anti-Social 87 E L L ROAD West Derby K S E L R E L Cemetery BULFORD ROAD R A A a local rate telephone number, SPAR A H homes

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E D E D W D F S F A F I R R D R O N E N D I D R R A R X S R N N U RD E V hours where your enquiries will A Y U R C L E NORW M E N Mull Wood E T ED A R A S R E T A S S C Dog & Gun L C A BRANSTREE AVENUE D L I I R A ST H F R cation of homes to tenants and R O U C P L E I N R G IS A UM L H S B R R T Norris Green A K B R H T A A I A S Our dedicated staff are here to C E W R O Croxteth K N R E N E Playing Field be dealt with in a timely, profes- R W O L A I D M T C D R D N O O D D RIVE R E O R Country Park • Provide a friendly and pro- H R X R D EAC K B H A Playing ILB A T A C B W A applicants living in your neigh- H F OO U P R E HERW D RD E S I NET D V ER H Field A R N E W H F CARR LANE R A R E D S R T manage and maintain your homes, R B Y E F V E R Y R H sional manner R PARTHENON DR N BA K A R O R A D DEL I FST A I L O O D E M A R B O FAIRMEAD ROAD S U fessional reception area where 0 E K E N I P N ALLO L L D SW W O S bourhoods T E 8 H C N DRIVE O V U E L N R L R A G I 5 S Y L T M L L O E

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R O D E E C S D L ON A R E C L H E D • Use current technology such H E Y R W CAVAN R R R O RO I I point of contact to save our cus- Y A L AD V U Cobalt will continue to offer E a trained and competent officer 50 M L A E N 5 E 8 A N S S E R A as a texting service to provide you ODAR L E F D Q E tomers repeat calls or visits RG R R O who understands both the poli- you the standards of service we N U U A A P I SON D KILREA RD E L RI V E U K A M 0 500 1000 METRES N Recreation E E N O O C Ground L E N O E with appointment information N V R S R D B S O A ’ © Crown Copyright. All rights reserved. Licence Number PU100029016 S S A S D D L D EY R cies and the local area to provide give you now, as a minimum, and Produced by Location Maps Ltd. Tel: 01746 768388. www.locationmaps.com I A D D V N D A E E R O D S K R R A E M R E I V and to promote services such as H G N I L A H R A L I G R M L R D • E Tailor services based on in- V A W L L I E A E you with good quality rehousing where possible, we will develop SON A N O I D E U E N T N M RD E Clubmoor D job availability, local events, etc L W O dividual circumstances using our A N E O advice which maximises your with you as tenants and residents 0 E T 8 W 5 AD SHEAD O ROAD S E L A W E T N N M A local knowledge and experience rehousing potential those services in the future. L D E NFIELD DRIVE R BAR B Y E A R T O E O W MUIRHEAD AV N N A L L L E 9 Y 4 A L F E I I E 0 5 L E 0 M D R 5 T 5 R A 8 FOLLOW US ON TWITTER AND FACEBOOK OUR SERVICE OFFER TOO OUR TENANTS K M B A N A R D I L L O W R D A PAGE 6 Y E PAGE 7 ERB D ST D Y WE • Work closely with our repairs service and other internal teams to meet the needs of all of our customers to make the process of moving home as stress-free as we can

• Remain a member of Property Pool Plus which increases your op- Supporting You with Tackling Anti-Social needs and the needs of your com- portunities to be rehoused both your Tenancy Behaviour (ASB) munity within Cobalt’s neighbourhoods • Be a local voice representing but also across Liverpool, Sefton, Our knowledge of the local area Cobalt is recognised nationally your area on city-wide ASB related Knowsley, Wirral and Halton means Cobalt can have a better and locally for our work in com- groups understanding of the needs of the batting ASB. Cobalt works with • Have our own Local Letting community. So we can offer: the Police, local Fire and Rescue Plan which helps us to create sus- Service and other agencies based Community and tainable communities especially • A localised tenancy man- in your area so support can be neighbourhood those which have previously been agement service to support you provided to our tenants, residents support services affected by Anti-Social Behaviour. in sustaining your tenancy with and the wider community. We do this by refusing to make Cobalt our homes available to those who Our ASB Team deals with issues Cobalt is proud of our work in the have previously caused problems • Experienced officers who deal of domestic abuse and is highly neighbourhoods and communities within our communities with issues sensitively we serve. We intend to build on • Support all applicants through • Carry out four month courtesy valued for working with specialist support agencies. our successes, which include: • Work with Access-Liverpool to the allocations process; to help surveys to assist in sustaining ten- • Regular visits to you through- all new tenants move into their ancies, highlighting and guiding meet the needs of families who out the life time of your tenancy, • Cobalt Plus volunteering home, to sustain their tenancies tenants through difficulties with So, in the future Cobalt will con- require properties that have been with supporting visits in the first their time and resources to The and to provide assistance com- Anti-Social Behaviour, welfare tinue to: specifically designed or built for year to ensure our tenants are Woodlands Hospice to assist with pleting forms, making referrals benefit advice, assisting with early disabled people settling into their homes plastering, painting and gardening for support and welfare benefits stage rent arrears and any tenan- • Prioritise all reports of ASB in referrals as required cy difficulties that tenants may be our neighbourhoods and use our • Offer properties as a priority • Customer knowledge to make • Offering employment and facing local knowledge and links with to those in the greatest housing sure that the information we have training opportunities to local • Offer a handyperson service, the Police to ensure an effective need such as homeless, over- about you is up to date so we can residents to work for Cobalt Plus for new, elderly and vulnerable service is delivered crowded or under-occupied (fam- tailor our services to you and our contractors ilies paying bedroom tax). Cobalt tenants, to receive 3 hours labour, has developed its new build free of charge to help tenants • Treat all reports of ASB in- • A rapid response to issues cidents seriously and to make programme to help local families settle into their new home reported in our neighbourhoods in this way and will continue to do referrals on behalf of tenants, res- due to the close proximity of our idents and contractors, to ensure so homes CLEAN AS A WHISTLE be deep cleaned including the the matter is investigated by the • Offer incentives to encourage appropriate team removal of vermin from the • Help to manage any tenancy tenants and applicants to consider • An 83 year old tenant had property. queries and assist with tenancy properties that we feel may have lived in the property for 17 years • Provide support for tenants amendments, and as a local- limited demand. This reduces the who may need to be rehoused • The tenant has since invited ly-based landlord, we will contin- length of time a property is empty • We could not complete an due to serious ASB related inci- her family to visit at her home. ue to work around you to make and helps us to create a more electrical service due to hoard- dents and offer our service to appointments or visits that are sustainable community. Leaving ing within the property resulting anyone in the area to help keep • We are continuing to carry convenient to you homes empty affects both Cobalt in vermin infestation. The tenant out 3 monthly inspections to your neighbourhood safe and and the local community. We un- was ashamed of her home secure provide ongoing support to the • A robust tenancy-breach pro- derstand this and will work hard tenant to ensure the property cess, with clear steps to ensure to attract families to contribute to • We worked with the tenant • Work jointly with other condition is maintained. you get a fair and consistent ser- your community to arrange for the property to Cobalt teams to best meet your vice PAGE 8 OUR SERVICE OFFER TO OUR TENANTS FOLLOW US ON TWITTER AND FACEBOOK PAGE 9 • Raising money for the local • Survey, record and maintain nings and in school holidays for foodbank from Cobalt staff hold- the condition of trees within the young people aged 5-19 years old ing a monthly “dress down” day boundary of our homes and open spaces • Work with secondary schools • Supporting local community including De La Salle Academy, and voluntary organisations by • Co-ordinate safeguarding St John Bosco and Fazakerley offering funding to help them run referrals, which have been identi- High to offer pre-apprenticeship projects or events in their neigh- fied by our staff and contractors, training to pupils, to help prepare bourhood using our safeguarding champi- them for the world of work In summary - you can the needs of our residents and CROXTETH ons expect Cobalt to con- communities • In partnership with local • Work together with local tinue to: FAZAKERLEY agencies offering free local em- • Work together with NHS partners such as Liverpool City • Use our local presence, to ployment advice, guidance and Liverpool Clinical Commissioning Council, to help improve the further develop services that NORRIS GREEN employment grants of up to £500 Group and local GP surgeries to physical environment to make • Develop our local service to meet your needs with a tailored to help our tenants who want to help improve residents health our communities a place where meet local needs approach for dealing with local access a training course or start a and wellbeing through projects people want to live hot spots and issues new job such as organising free activities • Work in close co-operation to encourage residents to be- • Work closely with our local with other public agencies who • Invest so we can be even more active in managing local hot So, looking forward, come more physically active community and voluntary groups are experiencing service reduc- to share learning, resources and tions to maintain and improve spot areas or issues Cobalt will continue to: • Work in partnership with our expertise to help bring in external available services to help meet • Support elderly and vulner- contractors to offer tenants work funding for them to continue to able tenants to maintain their placements, apprenticeships and deliver their services locally gardens job opportunities A HELPING HAND A safeguarding referral was made after Cobalt staff witnessed a young mum in reception struggling • Recycle furniture from our • Support young people to help with young children. As a result of the referral, the mother gained much needed extra support from empty homes and offer it to new improve their lives by funding both Cobalt and Social Services. She became fully engaged with us and had a solid support network local youth and play organisations tenants in need to use in their put into place. new homes to offer free activities during eve-

4 Respecting your rights and re- WORKING sponsibilities as a tenant TOGETHER CREATING POSITIVE FUTURES Cobalt works in partnership with other agencies to sup- Cobalt has funded local initiatives, diversionary We recognise your rights as a Cobalt tenant port tenants to make sure activities and events to prevent Anti-Social Behaviour to live peacefully in your home. the condition of their home is to an acceptable standard to We focus on Mischief Night and Bonfire Night. We To deliver this promise • Ensure all Cobalt tenants give a better quality of home have developed: Cobalt will continue to: abide by the specific terms set out in their Tenancy Agreement with life for our tenants. • A Respect Project in our local secondary schools to focus on • Work with specific agencies regard to their behaviour and how issues such as relationships, drugs and alcohol, hate crime, bul- such as Police to tack- this may impact on their neigh- lying, and cyber safety le criminality in your neighbour- bours and their community • A project in our local primary schools looking at issues such hoods. Any acts proven that are as bullying and personal safety contrary to an individual’s tenancy • We will also continue to en- agreement will be addressed sure that we meet all our respon- • Activities and events that promote cohesion and integration sibilities as your landlord. to make our neighbourhoods inclusive to all

PAGE 10 OUR SERVICE OFFER TO OUR TENANTS FOLLOW US ON TWITTER AND FACEBOOK PAGE 11 MAINTAINING AND PART 3 INVESTING IN YOUR HOMES AND NEIGHBOURHOODS

Tenants expect us to provide high quality, quick and responsive services Improving homes to • Carry out regular inspections • Promote our gardening ser- of our stock to review the condi- vice for tenants who are unable to when your home needs repair or improvement. Our main proposals for how meet your needs and tion of our homes and neighbour- maintain their own gardens due we will continue to deliver that service are: aspirations hoods to age or disability.

The standards we will Cobalt will continue to: • Work with our vulnerable ten- Building new social • Work actively on your behalf ants and their families to co-or- offer you • Maintain the local environ- to promote programmed works homes for rent ment through the removal of fly • Invest in our homes to ensure dinate the completion of major being delivered to invest in your works being carried out to their tipping, grounds maintenance of homes our capital investment exceeds Cobalt will continue to: open spaces, tree management the decent homes standard homes Many of our tenants want us and community clean-up activities to provide more new homes in • Tailor services at the first Croxteth, Fazakerley and Norris • Provide high quality response • Deliver a response repairs point of contact using alerts to Green. They may want the option repairs and voids service in all of • Deliver a response repairs service which is efficient and pro- identify whether tenants have of moving into those new homes Cobalt’s neighbourhoods and voids service with contractors vides value for money who are knowledgeable and with individual needs, e.g., prioritising themselves if their circumstances repairs based on age and/or dis- change and more opportunities • Deliver investment in our experience of working in Cobalt’s • Deliver a capital investment ability for their children and grandchil- homes and neighbourhoods to neighbourhoods programme which reduces the dren to be able to live in high build upon the £110 million we number of response repairs re- • Arrange appointments that quality social housing in our areas have invested in your homes and • Deliver investment in your RUBBLE ported and increases demand for are convenient for our tenants in the future. neighbourhoods since we were homes to give best value for you our homes around: set up in 2003 as a tenant and for your home TROUBLE • Carry out an individual as- So, we will continue to build upon Cobalt Plus was asked to col- • School pick up times or the investment made in building • Provide a planned and cyclical • Continue to deliver an asset sessment of our empty homes lect rubble from the front gar- your work commitments new homes for rent including maintenance service to ensure management service which meets to make sure it meets the future den of an 83 year old tenant, building on land which has previ- continued investment in our the future needs and aspirations needs of the tenant, local demand who had lived in a property • Offer to come out late ously been a blight to our neigh- homes and neighbourhoods of all our tenants and overall value for money for 40 years and had never night or Saturday morning bourhoods and communities. accessed Cobalt’s services. • Work in partnership with Liv- • Work in partnership with local • Consult tenants on their fu- We worked with the tenant erpool City Council (LCC) to deliver partners, Councillors and stake- ture priorities for their homes and and have now also carried out an aids and adaptations service to holders to invest in Cobalt’s Neigh- neighbourhoods when developing repairs and improvements to Cobalt tenants to support them to bourhoods capital priorities which go over the kitchen. live independently in their homes and above capital investment • Award contracts including an • Deliver an enhancement element of social value for rein- • Commit to developing and service to meet the needs of our vesting back into the community growing Cobalt Plus to meet the current and future tenancies and needs and aspirations of our cur- support our response repairs and • Employ Cobalt officers who rent and future tenants voids service are knowledgeable of each local neighbourhood, who are experi- • Individually assess referrals for • Provide training and em- enced in managing and maintain- Major Adaptations so they meet ployment opportunities for local ing your homes, and are aware of the future needs of our tenants residents via Cobalt Plus (see Part community priorities and the home 2)

PAGE 12 OUR SERVICE OFFER TO OUR TENANTS FOLLOW US ON TWITTER AND FACEBOOK PAGE 13 Cobalt promises that we will Meeting health and • Provide a responsive service continue to: safety standards to attend and inspect all property related incidents within a 4 hour • Work with partners to build period new homes for rent which meet Cobalt will continue to: our future demand, complement • Deliver capital investment to the neighbourhood and will be • Provide sufficient budget make tenants feel secure in their sustainable provision and staff resources to homes such as security lighting, ensure we comply with our duties alley gates, rear boundary fences RENTS, SERVICE CHARGES, • Review the design, specifica- as a landlord for all aspects of tion and layouts of our new build managing the health and safety of WELFARE BENEFITS AND DEBT development schemes to ensure our homes PART 4 they’re fit for purpose and meet ADVICE tenant aspirations • Undertake 6 weekly inspec- tions of our communal blocks of • Acquire and refurbish vacant flats and open land to identify and Cobalt has always worked hard to help all our tenants to be able to afford to live comfortably in properties which have been a eliminate any health and safety CROXTETH their homes. In the current era of Welfare Reform this has become a very important job for all social blight to the neighbourhood risks FAZAKERLEY housing landlords, and Cobalt is no exception. • Advise applicants of new • Share our local knowledge and NORRIS GREEN experience of managing risk with- homes being built that will be service charge contracts are being in our neighbourhoods and stock Rents Providing Welfare Benefits registered on Property Pool Plus delivered to a high standard with our partners, contractors and Cobalt will continue to: Advice consultants • • Consult our tenants on their Provide you with clear infor- Cobalt has a strong track record priorities and standards when mation that explains how your of success through our Welfare renewing service charge contracts rent is set Benefits Team who improve ac- to ensure the service delivered is cessibility to the service, secure • Ensure that you have local value for money access to experienced and knowl- benefit awards and increased support for our tenants. We have edgeable officers to provide help • Use tenant feedback to sup- already gained £10.37m in benefit A SPACE and support in managing your port the performance manage- payments for our tenants since rent account effectively and to ment of contractors assist you to sustain your tenancy we introduced the service in June 2012. TO ENJOY • Eliminate where possible • Ensure that we provide you the need for requiring service with a variety of payment meth- We also have a good track record chargeable contracts to maintain ods to make your rent payments in working with local benefit ad- our communal areas in new build • Two 69 year old tenants including easy to access locations vice agencies including providing schemes have lived for 29 years in their in excess of £150,000 in the past homes in Fazakerley • Provide a front line accessible ten years to provide advice and • Ensure that if you are eligible service, assisting on all calls to support to residents across the for service charge payments you • We have removed what help support tenants to maintain areas we manage. had become an overgrown no their rent account by offering to will only be charged for the cost of the contract/services you receive man’s land to the rear of their take payments, and/or arrange a Cobalt will continue to: homes as part of Cobalt’s rear payment plan fencing programme. • Provide you with clear infor- rear gardens, provided new top • Both tenants can make use mation that explains how your • Ensure that you have a num- Service Charges ber of access points to receive • We took away vegetation soil and realigned the property of their gardens fully. We have rent and any service charge is set Cobalt will continue to: advice from the Welfare Benefits and waste from a no-man’s boundary lines to their original removed a blight from both the Team to support you to claim your land area between the two positions. homes and the neighbourhood • Assist with service charge en- • Undertake regular inspections quiries and upon request will pro- benefits and provide money man- of our communal areas to ensure vide a full breakdown of charges agement advice PAGE 14 OUR SERVICE OFFER TO OUR TENANTS FOLLOW US ON TWITTER AND FACEBOOK PAGE 15 • Let you access the service via local surgeries at Cobalt’s office • Make your appointment with the Welfare Benefits Team within a specified timescale • Provide you with an experi- enced officer with an excellent record in securing benefit awards on behalf of our tenants

• Provide our customers with SUPPORT FOR APPEALS.... CLAIMS ADVICE.... representation at benefit tribunals A Welfare Benefits Team member and a where appropriate A lady in her late fifties in a three bed- room house was referred to the Cobalt Rent officer carried out a joint home visit • Work with Liverpool City • Work with community groups St Andrew’s Foodbank to ensure Welfare Benefits Team by a rent officer to provide support for a gentleman who Council’s Housing Benefits Team to ensure we provide the appro- our tenants have access to high for support and advice. had just been discharged from hospital to ensure that you are receiving a priate support to our tenants quality services and support but needed further medical attention. Mrs X had a non-dependent son who worked high quality service and to assist including training in relation to Because of his illness the tenant hadn’t opened • Work closely with other local but received a low wage and the family were you wherever possible the welfare reforms or been able to read letters for the past six agencies in support of Liverpool struggling to pay the non-dependant deduction. months. The tenant had occupational pensions • Ensure that all new tenants • Local debt and advice agen- City Council’s strategic initiatives Her other son also lived in the household and and had been unable to verify his income to receive welfare benefits advice cies including Croxteth Advice, especially around poverty reduc- had been claiming Jobseekers Allowance (In- housing benefits resulting in rent arrears ac- and support when they sign up for Fazakerley Advice, Norris Green tion come Based) but had been sanctioned. their tenancy at Cobalt CAB, St Teresa’s debt advice and cruing. The Rents and Welfare Benefit officers The lady had learning difficulties and had been worked together to support the tenant to claim refused Personal Independence Payment (PIP). the correct benefits he was entitled to includ- The Team’s disability benefits specialist helped ing a series of home visits and liaising with his her with an appeal and represented her at a support worker. tribunal. As a result she was awarded Person- Outline of outcomes. OUR WELFARE BENEFITS TEAM al Independence Payments until 2020. The Welfare Benefits Team established that this This award meant that the non-dependent de- client had been entitled to Employment Support - HERE TO HELP - duction was removed. The tenant was entitled Allowance (income based) and full Housing Ben- to full housing benefit which was backdated efit from 2013. He was also entitled to a £61.85 several months to the date of her PIP claim. We weekly severe disability premium. The tenant: assisted the tenant in claiming a carers ex- PREVENT emption and supported the son in applying for • Received £1,270 backdated Employment Sup- carers allowance and income support instead of port Allowance HOMELESSNESS.... Jobseekers Allowance • Was awarded £7,800 in backdated Housing Benefit and an ongoing entitlement of £76.11 This tenant was a non UK Outline of outcomes: week – this meant that his rent account went national and was rehoused Rent paid – full housing benefit awarded, an into credit as homeless after losing additional £68.25 per week their former home when • Also received Council Tax of £2,496 in back- their immigration status dated Council Tax Benefit, with an on-going have the right to stay. Cobalt’s efit and housing benefit resulted Personal Independence Payments awarded was withdrawn. entitlement of £16 per week Welfare Benefits Team assisted in a back-dated payment of over - £7,267.00 per year until 2020 her with emergency payments £2,000 in housing benefit that The Home Office decided and to furnish and equip a flat. reduce the arrears. eventually that the tenant did Specialist work on sickness ben-

PAGE 16 OUR SERVICE OFFER TO OUR TENANTS FOLLOW US ON TWITTER AND FACEBOOK PAGE 17 PART 5 WORKING PART 6 WITH TENANTS EXPLANATION OF TERMS Putting tenants at the heart of what we do is crucial to ensure that we plan Amalgamated – The individu- • Environmental Service – minimum, the requirements of al legal structures of the six Hous- the removal of fly tipping from the Government’s Social Housing and deliver services that represent best value for money for Cobalt, and ing Associations in the Symphony grassed areas and communal Regulator, the Homes and Com-

provide the best service possible for our tenants. Housing Group would be re- areas munities Agency (HCA) around moved or collapsed by the parent health, safety, quality and the good body to form one large Housing • Handyperson Service - All management of its money and Association to be the landlord of new tenants are entitled to three resources all the homes within the Group free hours from the handyperson service to help with the extras you Housing Group – This is Anti-Social Behaviour – need to do when you first move a way in which Housing Asso- Conduct causing or likely to cause into your home ciations can work together or nuisance, annoyance, harassment, co-operate with one another for alarm or distress to anyone • Personal Gardening Service the benefit of each organisation - provide an assisted gardening in an agreed legal framework or Cobalt’s Local Lettings scheme to help with grass and structure Plan – This is a way to explain hedge cutting Local and Accessible – Hav- to tenants how homes will be let ing the office within and aiming within specific parts or areas of to meet the needs of the tenants, Croxteth, Fazakerley or Norris communities and neighbourhoods Green to reflect the local cir- Cobalt serves in Croxteth, Fazak- cumstances and housing needs of erley and Norris Green the area where Cobalt own and manage properties and to build or Property Pool Plus develop communities. Developing tenant in- service delivery • Where necessary, we will This is the website for anyone identify where tenant involve- looking for affordable housing to volvement and engage- • Develop our local offer to ment in certain neighbourhoods rent in Liverpool, Knowsley, Sef- ment you based on the neighbourhood may be low to ensure there are a Demerge – To leave or come ton, Wirral, Runcorn and Widnes you live in; and encourage your range of effective ways to make out of the Group Structure. This is which Cobalt is part of. involvement in developing our your views heard what the Cobalt Board is propos- Cobalt will continue to further Merseyside housing providers policies and decision-making pro- ing to do to continue to operate develop our approach to deliv- list their properties for rent here cesses • Explore where you as tenants Cobalt as an independent Housing ering tenant involvement in the each week, giving you the chance can have greater involvement in Association following ways: to find your preferred home with • Aim to maximise opportuni- reviewing our ongoing operational a variety of houses, bungalows, ties to engage tenants and seek performance; and how we set and Financial and Business • Continue to work with exist- flats, apartments and sheltered their views on a wide range of monitor the standards of service Cobalt Plus – Cobalt Plus are Case – A detailed examination of ing tenants & residents forums to accommodation of various sizes services we provide you can expect. dedicated to delivering customer the short, medium and long term involve tenants to influence the from one, two, three, four and five focused, high quality services and income and expenditure projec- decisions we make regarding their bedrooms to choose from. homes and their neighbourhoods are proud to offer these at no tions of Cobalt to find out the extra cost to tenants. The Team • Formally consult you periodi- financial ability of Cobalt to oper- There are typically around 200 • Aim to establish a clear cally on identifying your priorities carry out a range of services ate as a small, stand-alone Housing including: homes available each week. Some framework by which tenants can for investing in your homes and in Association landlord to meet the of them are ready, without get involved in, and have their say your community needs of its tenants, their homes the need to bid, by selecting in key, important aspects of our and neighbourhoods and, as a the ‘Available Now’ option

PAGE 18 OUR SERVICE OFFER TO OUR TENANTS FOLLOW US ON TWITTER AND FACEBOOK PAGE 19 when conducting your property Tenancy Agreement – The search. You can search the site legally binding contract made be- but you cannot bid (or express tween a tenant and a landlord that an interest) for the Choice Based sets out the rights and respon- Lettings (CBL) properties until sibilities of both the tenant and you have registered with Property the landlord Pool Plus. Test of Opinion – This is Service Charges – The a survey or a way of asking for money tenants, leaseholders and and recording tenants views on service charge paying freeholders Social Housing For Rent – Cobalt’s proposal to leave the pay to meet the costs of services ‘Social’ is used to describe homes Symphony Housing Group. The provided to them by their land- that are owned or managed by individual responses received are lord organisations largely in the public added together at Phase 1 and and independent or voluntary at Phase 2. The results will tell CROXTETH FAZAKERLEY NORRIS GREEN sectors including councils, Arms the Cobalt Board the strength of opinion from tenant households 6 Length Management Organisa- 0 5 A

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Q A N L I N E N U E A N E Grd R W Z A EN H A O Norris Green D N P G D L S FLEMINGTON SH Park D W A S A E D D V R E R OFFERA I E TO A I E S N S V A TEL: 0330 303 2222 O D H G A E N RO P D A R N N Y R RI TI V A E D T D W ILLE D I K N V N R C U E U A RD O I O E M V as the Government’s Regulator of S S K L M O A E S T R R N E ON E METRES D CAVAN 1000 B R R L W ROAD S EMAIL:IV [email protected] D O L L E C Y 500 EY H E A D R R 5 R O A D Y 05 A S S E R A 0 8 L M L A R E O N FE O A U N © Crown Copyright. All rights reserved. Licence Number PU100029016 E E Q RG D KILREA RD N D I V E U E ’ WWW.COBALTHOUSING.ORG SON R U V S Produced by Location Maps Ltd. Tel: 01746 768388. www.locationmaps.com D D N E A R E I A N R V OA E L S D D G Recreation A D R O A E R E D COBALTHOUSING Ground D N L E D A R O R A H N R I G R O E K V A I M H I L L U W S A L L L A E M T N L N M E O E SON OUR A E @COBALTHOUSING W E W M I D E RD W O N Clubmoor N N T E A L A S N L E AD SHEAD ROAD E T RIVE N social housing D D 0 NFIEL A 8 BAR L 5 D R A E A E E O W E T R O L R B N E Y T F I Y E L D W

E L R Y L O MUIRHEAD AV R A I D A O 5 M A 9 0 D 5 4 8 0 K 5 B A N I L L A M D Y R RB DE ST TENANTSWE AND FACEBOOK FOLLOW US ON TWITTER Standards – This is the level or quality of service that Cobalt will Service Offer – A summary of provide for its tenants as set out the promises that Cobalt is mak- in Parts 2-5 of the Service Offer. ing to its tenants about the ser- Cobalt will work with tenants to vice it will provide in future if Co- assess and to shape service deliv- balt continues to be your landlord ery to meet local needs by leaving the Symphony Housing CROXTETH Group to become an independent Symphony Housing locally based Housing Association Group – Symphony is the parent FAZAKERLEY in the Croxteth, Fazakerley and body which leads the Group of NORRIS GREEN Norris Green areas of Liverpool six Housing Associations based in the North West to which Cobalt currently belongs

FREEPHONE 0808 164 2703 (free from a landline or mobile phone) TEXT the ITA on 07506 573373 EMAIL [email protected] WEBSITE www.cobalt.psconsultants.org.uk The ITA website has more information. Click the Forum button on the site to exchange your views about this proposals with other Cobalt tenants or your ITA.