SPRING 2021

Housing News Great Homes for Local Communities

Introduction from Cllr Francesca Smith (Housing portfolio Holder) Welcome to our Spring issue of the West and Housing Newsletter, the next one will be due in summer and you can also find this newsletter online in an accessible format at www. somersetwestandtaunton.gov.uk. 2021 didn’t start as many of us would have hoped, the New Year saw another lockdown but this time with the end in sight as vaccinations continue to rollout throughout the country. We will of course continue to support our residents during the global pandemic and reduce the risk of spreading the coronavirus. During February each year we write to all our tenants to set out the rent and service charge levels that will be applied from April. Somerset West and Taunton Council approved its rent setting policy in February 2020, in line with guidance from government. The policy recommends that social rents for existing tenancies are reviewed annually and any increases do not exceed Consumer Price Index (CPI) plus 1%. The CPI for 2021/22 is 0.5%. It has been a difficult decision for us to increase rents from April 2021 especially in light of COVID and the financial impacts this has brought to many households. However, we compared our weekly social rents to the Housing Associations in our District and found we have the lowest average social rents in the area. Therefore, we have set the rent increase for 2021/22 at 1.5% (CPI plus 1%). This means that rents will increase on average from £1.16 to £1.26 per week for existing tenants. We need to increase rental income annually to pay for the maintenance of existing homes and neighbourhoods, the ambitious new build programme, including new zero carbon homes, and the continuation of strong support to our tenants. The Housing Directorate has continued to deliver against its objectives, I hope you enjoy reading about the great things that have been achieved in this edition. The future of Local Government still remains subject to change and you will find an article about “Stronger Somerset” in this edition to familiarise yourself with the current situation. With the winter behind us, lets enjoy the signs of Spring, milder weather, lighter nights, spring flowers and lastly but certainly not least Easter!

1 STAR Survey Results In November 2020, 506 of our tenants took part in our telephone survey carried out by Acuity on behalf of Somerset West and Taunton (SWT). The survey focused on Over eight out of ten Value for money of the finding out how happy you are with the way tenants are happy with rent is rated at 88%. the overall service they that SWT carries out key services. receive.

85% of tenants are happy with their neighbourhood as a place to live however, 70%

81% of tenants are satisfied with the quality feel that SWT makes a positive contribution to of their home, and a similar percentage their neighbourhood. are satisfied with its condition (80%). Encouragingly, nearly all tenants feel that their home is safe and secure (91%).

86% of tenants were satisfied with their last repair and 95% are happy with Gas Servicing arrangements 0 however, 77% of tenants were satisfied that they were The majority of tenants are told when workers would call. satisfied with the repairs & maintenance service overall (82%).

The majority of tenants are satisfied with the customer service received, the highest rating was received for helpfulness of staff (84%) and the lowest rating received for enquiry dealt with on first call (64%). 0 e fl 77% 78% 65%

Three quarters of A similar number feel that ro i ·c.sof tenants feel tenants feel that SWTis SWTis good at keeping them that SWTlistens to their easyto deal with informed about things that views and acts upon them. might affect them.

The area’s most commonly suggested where the Council could improve their services included: customer contact, day-to-day repairs, communications and grounds maintenance. The survey has provided valuable feedback to the council on how our services are received within the community, we will use this information to develop an action plan to improve and shape our services going forward. To access the full report please visit our website.

2 An update from Denise Bradley and Sarah Wooton Your Debt and Benefit Case Managers

In November 2020, Sarah joined the arrears team to work alongside Denise Bradley as a Debt & Benefit Case Manager. If you live in Priorswood, North Taunton, Milverton, Wiveliscombe and the North West villages, Sarah can offer Debt and Benefit advice and can be contacted via Customer Services on: 0300 304 8000 or direct on 01823 219619 or [email protected] If you live in Halcon, Lane Estate, Holway and the East Taunton villages as well as Wellington Town centre, Denise will continue to offer the Debt and Benefit service and can be contacted at via Customer Services: 0300 304 8000 or direct on 01823 219619 or [email protected]

A reminder about DHP’s from Denise!! The Discretionary Housing Payment or DHP, is a top up benefit to those who are already in receipt of Universal Credit Housing Costs or Housing Benefit. It is “discretionary” and based on a case by case set of circumstances. Typically the DHP can help pay the bedroom shortfall (bedroom tax) while you may be looking to downsize or change your circumstances. The DHP can also help with a “one off” lump sum payment towards either rent or council tax arrears. It can also help with some of your moving costs. If you think you have experienced a life event which has resulted in further financial hardship – please contact myself or Sarah and we can help you make a claim. Between 1st April 2020 and 31st January 2021 an additional sum of £ 80,665.46 of DHP has been claimed. This is 158 different awards of DHP, paid to SWT tenants to reduce debts, help towards removals and improve circumstances for many families in need of the extra financial help! It may be able to help you too…please get in touch or look at our website www.somersetwestandtaunton.gov.uk/benefits/

Sarah says…“A reminder to those tenants claiming Universal Credit” On 6th April 2021 your rent will increase and you should have received written confirmation by now. It is your responsibility, to update the DWP of your new housing costs, to do this, you will need to sign in to your Universal Credit account and update the new rent and service charges. This will appear in the, to do list: ‘confirm your housing costs’. If this is not updated correctly and on time your Universal Credit Housing Element will not be calculated correctly and you could be missing out on money due to you. If you need help or guidance to do this after 6th April please contact either myself or Denise. Our drop in sessions remain suspended at this time, however, if you are struggling to pay your rent and council tax, or need help to claim Universal Credit and other benefits, myself and Denise are here to help. There is always additional financial support from the Agencies below: Citizens Advice www.citizensadvicetaunton.org.uk 03444 889623 Mon–Fri 8am–4pm Stepchange www.stepchange.org 0800 138 1111 West Country Savings and Loans www.westcountry.org.uk Turn2us www.turn2us.org.uk Samaritans 116123

3 All the residents who live within Phases B – D of the North Taunton Woolaway Project area have been sent a letter advising them that they will receive a formal notice that SWT is proposing to demolish their home at some point in the future. This was then followed up by the Demolition Notice shown below and a list of frequently asked questions was included with the Notice. Initial Demolition Notices are issued to residents when the Council has decided to regenerate an area and the proposals require some homes to be demolished, but has not yet established when this will happen. These Notices can last up to seven years, it does not mean that demolition work is about to start. The Initial Demolition Notice is more about alerting residents to the suspension of the Right to Buy. Demolition can only start after planning permission has been granted AND after a Final Demolition Notice has been issued. The Council needs to issue the Initial Demolition Notice to allow the regeneration scheme to commence.

IMPORTANT NOTICE Somerset West And Taunton Council – Initial Demolition Notice

Under Schedule 5A of the Housing Act 1985 as inserted by Clause 182 of the Housing Act 2004 and amended by the Housing and Regeneration Act 2008 This Notice is given by Somerset West and Taunton Council (‘SWT’) of Deane House, Belvedere Road, Taunton TA1 1HE SWT is required by Schedule 5A of the Housing Act 1985 to publish the following information: Intention to Demolish SWT intends to demolish the following properties, including flats, maisonettes and where applicable garages, sheds and commercial premises (“the Relevant Premises”): • 1 Durham Place, Taunton, TA2 7LF • 3 – 11 inclusive Durham Place, Taunton, TA2 7LF • 1 – 12 inclusive Oxford Place, Taunton, TA2 7LG • 1 – 6 inclusive Drive, Taunton, TA2 7JX • 8 – 9a inclusive Hereford Drive, TA2 7JX • 10 – 13b inclusive Hereford Drive, TA2 7JX • 15 – 31 inclusive Hereford Drive, Taunton, TA2 7JX • 1, 1a, 3, 5, 7, 9, 11, 13, Rochester Road, Taunton, TA2 7JZ • 15, 17, 19, 21, 23, 25 Rochester Road, Taunton, TA2 7LA • 27, 31, 33, 35, 37 Rochester Road, Taunton, TA2 7LB • 1 – 7 inclusive Southampton Row, Taunton, TA2 7JY • 10, 10a, 12, 14, 16, 18 Dorchester Road, Taunton, TA2 7JP • 20, 22, 24, 26 Dorchester Road, Taunton, TA2 7JR • 28, 30, 32, 34, 36, 38, 40 and 42 Dorchester Road, Taunton, TA2 7JS • 1, 3, 5, 9, 11, 13, 15, 17, 19, 21, 23 25, 27, 29 and 31 Ludlow Avenue, Taunton, TA2 7LH • 1 – 16 inclusive Dover Road, Taunton, TA2 7JT Reason for Demolition The demolition of the Relevant Premises is necessary for the regeneration and redevelopment of the North Taunton Woolaway Project (land located between Dorchester Road and Lyngford Lane, Taunton). Demolition Period SWT intends to demolish the Relevant Premises by 18 March 2028 being no more than seven years after the date of service of this Notice and being a reasonable period within which to carry out the proposed demolition. Date by which the Initial Demolition Notice shall no longer have effect SWT will be serving Initial Demolition Notices upon the tenants of the Relevant Premises. This

4 Notice will remain in force until 17 March 2028 unless extended, revoked or otherwise terminated under the provisions of Paragraph 3 of Schedule 5A of the Housing Act 1985. Effect of the Initial Demolition Notice Whilst this Notice is in force SWT will not be under an obligation to make such a grant as is mentioned in Section 138(1) of the Housing Act 1985 in respect of any claim to exercise the Right to Buy in respect of any of the Relevant Premises. However, Right to Buy claims submitted to SWT for any of the Relevant Premises whilst this Notice is in force will still be processed by SWT, so that, if the demolition plans cannot be implemented, the application can be completed. This Notice does not prevent a tenant of any of the Relevant Premises submitting a Right to Buy claim. Should SWT subsequently serve a Final Demolition Notice in respect of the Relevant Premises, the Right to Buy will not arise in respect of the Relevant Premises while that Notice is in force and any existing claim will cease to be effective. Right to Compensation There may be a right to compensation under Section 138C of the Housing Act 1985 in respect of certain expenditure incurred in relation to any existing Right to Buy claim in respect of any of the Relevant Premises. Any claim for compensation should be served on Somerset West and Taunton Council within the period of three months beginning with the date when the Notice comes into force (“the Operative Date”). The Operative Date of this Notice is 18 March 2021 being the date on which the Initial Demolition Notice was served on the tenants of the Relevant Premises.

Dated: 18 March 2021 Signed:

James Barrah Director of Housing and Communities

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5 Meeting Halls and Guest Rooms Update Meeting Halls and Guest Rooms have been closed to help keep the community safe by reducing the risk of transmission of Covid in communal areas. Due to the ongoing restrictions and risks associated with communal areas, Meeting Halls and Guest Rooms will remain closed for all purposes (meetings and use of Kiosks). We are aware of how important these spaces are socially for the community however, at this time it is still too unsafe to allow the communal areas to be used. This decision is constantly under review taking into account local and national information regarding Covid restrictions. To keep up to date with the most current advice please give us a call or visit our website: https://www.somersetwestandtaunton.gov.uk/coronavirus-covid-19-advice-and-information

We continue to build and deliver new homes by Michelle Hall, Project Manager As you may have seen in previous communications, the new build housing scheme at Laxton Road has continued to progress, despite the challenges 2020 brought about. I’m really pleased to say that we took handover of these properties into our ownership on Friday 15th January 2021 and all of the flats have been let. We managed to catch a couple of our tenants on sign up day and they kindly spoke to us about their experience and how they were feeling about moving into their new homes. One of our tenants said “I’m really happy with the property and the quality of work” another tenant was “thrilled to be downsizing after many years on Homefinder”. If you know the area, live locally or have happened to pass by, I am sure you will agree that the properties look fantastic and such an improvement.

Homelessness, Covid and the future by Sarah Richards, Lead Specialist (Homelessness, Housing Options and Rough Sleeping) In January we received a letter from the Secretary of State asking us to “redouble our efforts to ensure that people who sleep rough, who we know are vulnerable to this disease, are kept safe and that we do everything we can to protect the NHS and to help those currently sleeping rough to be accommodated”. He concluded that “There is much to be proud of in how local government has responded to COVID-19, but our work on rough sleeping stands out. Indeed it is widely regarded as amongst the most impressive responses of any major country.” SWT have responded to the pandemic by making accommodation available for homeless single people at Canonsgrove and The Beach Hotel in . Both Projects are being managed by the YMCA Group on behalf of Somerset West and Taunton. Work continues on the Council’s options appraisal to identify a longer-term accommodation solution for homeless people in our district. We will report to our Executive and Scrutiny committees to discuss the future of Canonsgrove and alternative options will be discussed with the aim of finding a long term sustainable solution to end rough sleeping. The report was discussed at our Executive committee at the beginning of March but no conclusions were drawn and there is further work to do before a final decision is made. 6 We added a little “sparkle” at Christmas by Denise Bradley, debt & benefit Advisor As we approached Christmas 2020 I was conscious that as an organisation we had been lucky to be working from home, not been furloughed or suffered loss of income. However, there are many people in our local community who have not been as fortunate as us. Since April 2020 I have supported over 450 families with their financial struggles but with the influx of Christmas adverts on TV, I realised that buying children’s presents was yet another pressure for these struggling families to face. So I decided to put out an appeal to staff, colleagues, friends and families to donate a brand new gift for these children – my Christmas wish was to “add a little extra sparkle” The response was overwhelming and the generosity of donations far exceeded my initial expectations. In just under 4 weeks I received over 350 wrapped presents ready to distribute. Special Thanks to Tenants Action Group Chairman Wayne Hobson who also very kindly donated £200 to add to the “sparkle”. The Mayor of Taunton, Cllr Fran Smith, also gifted £1,000 in £10 Asda gift vouchers to Taunton families identified in need of support when she learned of my appeal. The gift vouchers were purchased using funds donated from the Alderman Spears Charitable Trust which was setup in 1973 by former Councillor, Alderman and Freeman, Mr Frederick Cory-Spear OBE, specifically for the benefit of those in need at Christmas. This endowment is specifically tied to the Mayoralty and the former Borough of Taunton. A number of families were identified as facing extreme financial hardship through the repeat number of requests for support, particularly during the lockdowns, and through the close working relationships fostered with tenants from deprived areas by the council’s ‘One Teams’ and multi-agency staff. The Mayor of Taunton, Cllr Fran Smith, said: “I’m very proud of the voluntary work undertaken by our staff and partners, and these gestures will provide some relief to families and individuals who are vulnerable or are suffering financially in the run up to Christmas. This fund was bequeathed to us specifically for the poor and needy during Christmas and given the impact the Coronavirus pandemic has had on our communities this year, we felt now was the right time to make use of this fund.”

7 Stronger Somerset Stronger Somerset - Our proposal for the future of local government

Have your say and find out more at www.strongersomerset.co.uk

The Government has launched its consultation into the future of local Government in Somerset. The Ministry of Housing, Communities and Local Government is inviting residents, businesses and service providers to have their say on what model of local Government will work best for the county through an online questionnaire. The District Councils in Somerset are proposing that the five Councils in Somerset are replaced by two Unitary Councils – one in the West and one in the East of Somerset. Details of what is being proposed are available at: www.strongersomerset.co.uk. is proposing one Unitary Council for Somerset. Details of what they are proposing are available at: https://onesomerset.org.uk The Local Government Secretary will consider both the districts’ Stronger Somerset proposal and the alternative single unitary proposal following the consultation before making a decision about which option, if any, to implement. This would be subject to Parliamentary approval. The consultation period will run for 8 weeks until Monday 19 April. This is a significant decision that will impact on the provision of Council services to all residents in Somerset. Please do have your say. It’s your choice – https://consult.communities.gov.uk/governance-reform-and- democracy/somerset/. The Government has also announced that the district and county council elections due to be held in May this year will be rescheduled to May 2022. The elections for local Police and Crime Commissioners, as well as elections to any town or parish councils, will continue to take place in May 2021. A decision by government is likely to be reached in June 2021. Here are some key links if you would like to know more: Government announcement https://www.gov.uk/government/news/proposals-for-unitary- local-government-in-cumbria-north-yorkshire-and-somerset Government consultation https://consult.communities.gov.uk/governance-reform-and- democracy/somerset/ This decision will have long-lasting consequences for everyone across the county.

Please visit www.strongersomerset.co.uk for more information and to find out how you can get involved.

8 More support for Carers in Somerset! Spark Somerset, in partnership with the Somerset Carers Service, are hosting free monthly meet ups for unpaid carers. Sparka The groups give carers an opportunity to get together virtually for a conversation about how things are going. It’s a friendly, informal Change space – there’s no agenda, but plenty of time to talk about the things that matter and share information and experiences. Sometimes we invite guest speakers to talk about specific health and wellbeing topics, and members of the Spark Somerset and Somerset Carers Service teams are always available for a friendly chat and to answer any questions. You can find more information and upcoming dates, and register to attend at www.sparksomerset.org.uk/online-carers-group

Spark a Change! Spark Somerset runs the local Volunteer Service and manages “Spark a Change”, a new volunteering website designed to help people use their time and skills for a local good cause. More recently, Spark have been helping to recruit volunteers to support the Somerset Vaccination Programme, and over 1,000 have people signed up to help out at the vaccination centres in Taunton and Shepton Mallet. This is an incredible response, and we would like to say a huge thank you to everybody who volunteered! You can find out more about volunteering and search for an opportunity at www.sparkachange.org.uk

Estate and Block Inspection Timetable Estate and block inspections started in October 2020 and are due to carry on throughout 2021. Due to lockdown guidelines and covid restrictions, tenants have not been invited to join these inspections this year. However, we do hope that this will change and you will be able to join in and meet your Tenancy Case Officer at the meeting point. All meetings will take place at10am unless otherwise stated. The Estate and Block schedules can be found on our website and Facebook events@SWTCouncil. Your Tenancy Officer will be sharing the outcomes of these inspections with you in writing within a week or two of them taking place.

9 Ever thought about downsizing? Hello, My name is Paul Hadley and I am the newly appointed Case Manager – Home Move Plus at Somerset West and Taunton Council, my job role is to assist any Council tenants in the Borough who wish to move home and downsize to a smaller property that will be more suitable for their needs. By seeking to move property, a smaller home is quite likely to be cheaper to run and maintain, with cheaper charges such as rent, Council Tax and the cost of utilities (gas, electric, water) for example. All of these reduced costs could contribute to the household having a larger disposable income as a result of a successful move. The Council does operate a Transfer Removal Grant Scheme to provide a financial incentive to households that complete a move to a smaller property, paid after the move is completed. This grant can be up to a maximum of £2000, dependant on the size of the property the household moves to. The type of help and support I can provide is varied and will be tailored to the needs of each household but for example I can assist with: • Point of contact for your downsizing move • Help to complete an Application to register on Some comments Homefinder Somerset that I have received so far • Support those households that wish to from our tenants: move by mutual exchange “Been trying to get a move for over a year, • Provide practical help, advice and ''but no progress until you contacted us”. assistance with moving to a new “Wasn’t aware of TRG Scheme, before property you contacted me!”. • Provide assistance in accessing grants “My parents are absolutely made up with the or other financial assistance to support news of their new home and can’t wait for the downsizing New Year, They have already started thinking • Signpost to statutory, non-statutory and of how they will decorate and where furniture voluntary sector agencies that can also will go. Many Thanks again”. provide advice and support “Thank you from the bottom of my heart…I love • Work with teams in the Council or other my new flat and hope I hadn’t left anything behind at the old address – just so providers to ensure the suitability of the new happy – thank you home so much “ Since starting in November I have helped 7 households to downsize, which has resulted in over £6,000 being awarded in downsizing grant, and I am currently '' working with over 30 others to help them move to homes more suitable for their needs!

If you feel you would like to discuss this further please contact me at [email protected] or by telephone on 07880181562 and I will be happy to speak with you at your convenience.

10 The Council are building new homes for rent in Minehead for the first time in over 30 years by Wendy Lewis Housing Development Manager Specialist

A planning application has been submitted for 54 council homes at Rainbow Way (off Seaward Way) by Wendy Lewis of the Housing Development team. The budget for the scheme was approved by Full Council in December, and a public consultation on the scheme was held at the start of January this year. All the homes will be for affordable rent. There has been no new council housing build in the former West Somerset DC area for over 30 years, so this is an exciting new project for SWT. There will be 17 one bed and 14 two bed apartments, 1 two bed apartment wheelchair adapted, as well as 2 chalet bungalows also wheelchair adapted. There are 10 two bedroom houses, 7 three bedroom houses and 2 four bedroom houses. The apartments have balconies and there is play area in the centre of the development. The land will be raised in height sufficient to allow for climate change over the next 200 years. The properties will have piled foundations and other preventative measures against any future flooding. The land will be drained by an attenuation pond which will outlet slowly into the rhyne system which runs down to the sea. The homes will be highly insulated making them very energy efficient and zero carbon in use. The site will be fossil fuel free, and hot water and central heating supplied using on-site renewable sources such as photovoltaic panels with batteries; mechanical heat recovery, and air source heat pumps There will be 72 parking bays, with on plot parking for the houses, together with Electric car charging points for each house and communal parking and EV points for the flats. We also hope to run a car club with an electric vehicle if this is something that residents would find useful. The site adjoins a newly built and just completed development of two commercial units by the Council, with the larger unit occupied by Snazaroo face paints (hence the name for the new road of Rainbow Way) and an over the counter retailer set to occupy the smaller unit. We are tendering the construction works to contractors and hope to start on site in the Autumn. The properties will take about two years to complete.

11 SWT’s Community Employment Hub Newly unemployed or out of work for a while? At risk of redundancy? Looking for new skills, career progression or starting your own business? The Employment Hubs are a free employment support service covering Taunton, West Somerset (i) and Wellington. Our friendly team can help you with: community emp\ovmenthub • Guidance on opportunities for A free employment support service covering learning, training and work Taunton, West Somerset and Wellington • Confidence building to return Your pathway towards work! to work • Help with job applications, covering letters, CVs and interview skills • Funding to access employment and learning opportunities (e.g transport, PPE and books) • Referral for further support including IT, Citizens Advice, apprenticeship advice, Citizens Advice and positive mental health • Links to volunteer work • Identify any other barriers that stop you from progressing • Regular one to one support for as long as you need it For support, a chat and a virtual cup of tea you can phone or email us Email: [email protected] Phone: 01823 219 578 or 01823 219 612 Once lockdown is lifted, the hubs in West Somerset will be opened up along with three new hubs in Taunton, one new hub in Wellington including a youth element and a new youth hub in Minehead for those aged 16-24. You can also find out more information on the SWT website. Facebook: Follow our community facebook page for jobs, training and information @communityemploymenthubs

The Tenants Action Group The Tenants’ Action Group is formed of a group of tenant representatives from various areas within the district. They support the council to engage and empower tenants with a particular focus on improving community and neighbourhood services. Part of this work includes allocating grants to local projects from their Youth Initiative Fund, which seeks to improve the lives, health and wellbeing of people aged 0 – 25 years old, whose families are tenants of Somerset West and Taunton Council (SWT) and to help such organisations and projects to become sustainable and more self-sufficient. If you would be interested in joining the Tenants’ Action Group or if you are a local organisation/group who would like to apply for a grant from the Youth Initiative Fund, please send an email to [email protected] or call 07342 064065

12 A FOND FAREWELL by Wayne Hobson, Chairman of the Tenants’ Action Group After many years of being a member of the Tenants’ Action Group, formerly known as the Tenants Forum, Roger Fenge has retired from his position in the group. His many years of voluntary service has seen many changes for the tenants of Taunton and he has helped to increase their ‘voices’ and, being Treasurer of the Forum, has kept a close eye on money matters within the group. Members of the Tenants Action Group and colleagues of Somerset West and Taunton, would like to wish Roger all the very best for the future and thank you him for his service and commitment over the years.

Somerset Independence Plus Do you know about the Somerset Independence Plus (SIP) Hoarding Service? Hoarding has been identified by SIP as an area of need where there Somerset was previously little support and no hoarding specific agencies Independence offering services to assist with tackling the problem. There are many Plus complexities around clients with hoarding disorders which require delicate and tailor made solutions which do not just centre around the hoarding problem itself, as for many customers hoarding is a complicated issue mixed in with other issues such as the threat of homelessness, fuel poverty, financial debt and poor living conditions due to the disrepair of the property. Invariably the customer is not able to engage with a multiple set of agencies to help themselves to resolve the problems they face. SIP recognised the need for a service which involves more than just clearances. There is a need for a support service in the area of hoarding to assist clients to address their hoarding disorder and help with any mental health issues they have. SIP service is the preferred hoarding service provider for the Council’s in Somerset, commissioned by Somerset County Council and the District Councils. SIP has the advantage of being in house, having the dual role of being the Home Improvement Agency and Local Authority, providing the set of skills and access to agencies that is required. Anyone can make a referral, it does not have to be via a professional. Case Study Demonstrating the Work of Somerset Independence Plus Hoarding No More “John” was in hospital and unable to go home due to serious disrepair and hoarding. The Independent Living Officer worked with “John” and his sister to agree on what could be disposed of to enable the property to be cleared. Somerset Independence Plus (SIP) funded a clearance and clean of the bedroom, kitchen, living room and bathroom. SIP also worked with the Community Council for Somerset to get white goods and a new bed. “John” is now home, SIP continue to work with him to sort the other rooms and develop a system to maintain the property.

The contact number for SIP is 0300 303 7794 and their email address is [email protected]. More information can be found on our website: www.somersetwestandtaunton.gov.uk

13 Responsive Repairs and Void Repairs by James White Maintenance Manager

Our priority is to keep you and our staff safe, during the Covid19 pandemic and therefore we have placed a hold on non-emergency internal responsive repairs during the lockdown period. This will inevitably lead to an increased backlog of works to complete once lockdown has eased, and normal service resumed. We will however monitor this closely so we are prepared should any changes be made. Our Void repairs are also likely to take longer due to updated COVID risk assessments (for example, fewer trades people working in the property at one time to reinforce social distancing). Again, this will be reviewed in line with government guidance. We will continue to carry out urgent and emergency repair work in your home as needed. Work outside, in communal areas and empty properties will continue, as will the safety work that we are legally required to do (gas servicing for example), our construction work on new-build sites, and our support for extra care and sheltered plus schemes. This information was correct at the time of going to print, please check the website for the most up to date information: www.somersetwestandtaunton.gov. We do hope that you understand the situation that we find ourselves in during this unusual time. Repairs satisfaction surveys At the start of the Year, we introduced a new platform for our tenants to share their feedback to us, a way for us to gain more specific feedback on the service we offer. Once a repair is completed the tenant will receive a text message inviting them to click on a link to complete the short survey. This type of survey is known as a Net Promoter Survey (NPS). We have already received 8 responses, and we are extremely proud to say all but 1 was a promoter, this means that 88 % of our tenants scored us 9 – 10 out of 10 and would recommend our maintenance team to their family and friends. Please give us your feedback and complete the surveys so that we can continue to improve.

Covid-19 Community Champions Spark Somerset is working in partnership with SASP (Somerset Activity and Sports Partnership) to set up . the Covid-19 Community Champions Network. The network will give local people a role in helping their COMMUNlTV community to get up to date information and make the right choices to stay healthy. CHAMPrONS Spark Somerset are particularly keen to involve people living or working with communities that might find it hard to get the right information about how to stay happy and healthy at the moment, and areas where Covid-19 infections rates are highest in Somerset. If you, or someone you know who might be interested in a becoming a Covid-19 Champion please don’t hesitate to get in touch with Spark Somerset at [email protected] or call 01458 550973.

14 Healthy Start Food Vouchers Healthy Start is a Government scheme to improve the health of low-income pregnant women and families on benefits and tax credits. Vouchers are posted out every four weeks. They can be spent on milk, fresh, frozen, and tinned fruit and vegetables, fresh, dried, and tinned pulses, or infant formula milk in a wide variety of local shops and supermarkets, and with milkmen that have registered to take part in the scheme. Please ring 0345 6076823 or visit www.healthystart.nhs.uk for further information and to find out if you qualify.

Seabrook House by Sarah Maynard Building Safety Case Manager Seabrook House is a SWT Supported Housing site consisting of 15 flats, with a communal dining area, bin store and scooter store. The site is in a relatively new development situated close to Asda in Taunton. Since its construction the residents have been experiencing intermittent issues with their automated door entry system. The fob based system is unique to Seabrook and controls who can access the building. Over the past few months, the compliance team have worked closely with residents, electricians and contractors (namely TLS) to resolve the issues associated with gaining access using this system. There has been ongoing intermittent multiple faults; it took a while to recreate these faults to be able to identify the cause. Thankfully, after numerous site visits, several replacement parts and reprogramming of the access system the issues have been resolved. The compliance team would like to thank the residents for their patience and for working so closely with them during these challenging times. A special thanks also goes to TLS and the electricians for their determination to resolve this problem. The compliance team spent time listening to the residents to ensure that a positive outcomes was achieved for all. Flat Entrance Door Closures A door closure is a safety device, it is there for your safety should a fire start in another flat or communal part of the building. All flat entrance doors should have a working door closure on them. The speed a door closure works can be altered if found to be too fast, if you find that your door does not fully close, please report this as a fault. 15 Do you want to talk to someone about domestic abuse? Home is not always a safe place. The COVID-19 pandemic has brought into focus the impact of lockdown on domestic abuse victims and reinforced the importance of domestic abuse being ‘everyone’s businesses. This does not just apply to a lockdown situation and is equally true as restrictions change. If you or anyone you know needs help or advice • Contact the Somerset Domestic Abuse Support helpline: 0800 69 49 999 • Or email the Somerset Integrated Domestic Abuse Service • General Enquiries: [email protected] • Opening Hours: 8am to 8pm Monday to Friday and 9am to 1pm Saturday and Sunday. If you or someone you know is in immediate danger, please always call the Domestic Police on 999. The domestic abuse code abuse word scheme Ask for ANI (Action Needed hurts Immediately) is being established in pharmacies to enable victims of domestic them abuse to access support within their too… local community.

Translation (Community) Free Interpreting & Translation Help If you need help to talk to Somerset West & Taunton Council about your tenancy, contact Diversity Voice. The team can help you in any language. [email protected] 0300 075 0105

16 E-SCOOTER TRIALS Somerset West and Taunton Council declared a climate emergency in February 2019 and since then have been working with Somerset County Council and the other District Councils across the county to produce a countywide climate emergency strategy. Our own Carbon Neutrality and Climate Resilience action plan sits alongside the strategy and includes actions related to electric vehicles, including e-scooters. Somerset West and Taunton have received approval from the Department of Transport to take part in their e-scooter trial, for rental of e-scooters only. E- scooters are an additional form of public transport which allow users to socially distance, they are also a green alternative to using petrol or diesel cars for shorter journeys. E- scooters are permitted on roads, cycle lanes and cycle tracks in trial areas only, they are not permitted for use on pedestrian pathways. The trial in Taunton is geofenced which means the e-scooters will only work inside permitted areas. The maximum speed limited for this trial has been limited to 13.5mph, and there are slower zones within the trial area. Somerset West and Taunton have appointed Zipp Mobility to manage the scheme on our behalf and our scheme went live in Taunton on Friday 30 October, and will run for a period of 12 months. In order to use one of the rental e-scooters you must be aged 16 years or older with a provisional or full driving licence. You will need to download the Zipp App and register for an account, part of this process will include a licence check validation to confirm your eligibility to ride an e-scooter. There are e-scooter parking bays located across Taunton, this is where you will find scooters available to hire. Using the App you unlock the scooter, which will cost £1.00, you will then be charged 10 pence per minute to use the scooter. You can collect and return a scooter to any of the parking bay locations.. The Council and Zipp Mobility have also decided to offer free rides for healthcare workers during the lockdown. Privately owned scooters are not part of the trial and remain illegal apart from on privately owned land. For more information please e-mail: [email protected] or [email protected]

17 IF YOU’RE AN EU CITIZEN LIVING IN THE UK APPLY TO THE EU SETTLEMENT SCHEME

The EU Settlement Scheme protects the rights you currently have in the UK. EU citizens can apply from 30 March 2019.

To find out more and to apply visit: UK LEAVES gov.uk/eusettlementscheme THE EU

18 Direct Debit Somerset West and Taunton are able to offer a wide range of collection dates for you to pay your rent PAYMENT METHODS and service charges by A message from your rent DIRECT~ Direct Debit. Please contact us on 0300 304 8000 if you want to start paying Debit by Direct Debit recovery case managers Online Visit WWWsomersetwestandtaunton aov.ukYou will need your 14 digit rent reference number 20412100300018 or 19 digit bar code number: 6301040003006096822, your postcode and a valid payment card (we cannot “Please keep your rent account healthy accept Electron cards). Standing Order or Internet Banking in 2021 by paying your rent on time”. Visit your bank with the following infom,ation or use your own internet banking service to make a payment to us: Account number 00000000 If you need support or having difficulty Sort code· 62-25-87 paying your rent the Rent Recovery Please quote your 14 digit rent reference number: 20412100300018 Telephone Team are here to help: If you have a bank card use our 2417 Payment Line 0300 304 8000 Please follow the links to pay rent for council tenants, you will need your 19 digit bar code number 6301040003006096822, your postcode and a valid payment Lucy Hawkins 01823 785033 B card (we cannot accept Electron cards). Al~ Outlet You can pay at a~ Outlet using your 19 digit bar code number: Hayley Kinnear 01823 219720 [p 6301040003006096822 Go to www all pay net/outlets to find your nearest outlets. PayPoint Alex Williams 01823 219588 Alli'aY.App on your mobile device The All£m app lets you pay from your smartphone. Scan the QR code or go Nicole Bonsall 01823 219588 to www.somersetwestandtaunton.gov.uk/allpay for more details iili1 . James Adams 01823 219505 Post Office You can pay al any Post Office free of charge using the bar code on the front Denise Bradley 01823 219586 of this letter_ Always keep your receipt as proof of payment

Sarah Wootton 01823 219577 If you pay by Post Office or Paypoint outlet, please pay at least three working days • before the due date so payment will arrive to your account in time.

ReEngage Charity Living in a sheltered housing scheme or over 75 and feeling lonely? Did you know you can contact ReEngage Charity and ask to be matched with a ‘Call Companion’ Freephone: 0800 716543 A volunteer call companion will call the same older person between two and four times a month at a mutually agreed time for an informal chat. Calls will last for around 30 minutes. Bridging the Gap in the Community MIND are a support and advocacy project for tenants of SWT Housing who have mental well-being issues. MIND’s particular areas of focus are Halcon, North Taunton and Wellington, although they will take referrals from any SWT Housing tenant who needs their help. MIND are part of the One Team; a scheme set up by the police, which also involves other agencies. If you think MIND may be able to help you please contact them Reeng at www.mindinsomerset.org.uk or ask an Estates Officer to make a referral.

19 Useful services and telephone numbers Important: if you think there is a gas leak, turn off your gas supply on the appliance and at the meter Phone the National Grid on 0800 111 999. SWT Housing including any urgent repairs 0300 304 8000 Please note that emergency repairs have a standard 24 hour call out period, there must be a person over the age of 18 within the property until the appointment is completed. We cannot guarantee an exact time for attendance. Please continue to log your repairs by ringing the above number, using option2, Monday to Thursday 8.30am until 4pm and Friday 8.30am to 3.30pm. Queries about overgrown trees, verges or hedges, blocked drains and street lights that don’t work Please report these concerns with Somerset County Council on 0300 1232224 or log online at www.somerset.gov.uk

Coronavirus Helpline is still available Freephone: 0300 790 6275 The Somerset Coronavirus Helpline is open seven days a week from 8am-6pm. The helpline will provide help and advice for anyone who can’t find help within their own local networks and volunteers. Help and advice is available for: • Personal care and support including food and delivery of prescriptions; • Support for the homeless; • Emotional support if you’re feeling worried or anxious; • Transport to medical appointments; • Waste collection and disposal; and • Financial support. Callers will be asked to describe the support they need and will be connected with the service that will support them. If you are interested in volunteering, for example, helping people out with shopping or picking up prescriptions please register as a Corona Helper via the website: https://www.corona- helpers.co.uk The Coronavirus Helpline now includes the option to access food support for families during the holidays any family in need should contact the Coronavirus Helpline on 0300 790 6275. You can also get help with urgent food supplies on these websites: https://helpoutwhenschoolsout.co.uk/ https://www.kidsmealsmap.co.uk/

For further information please contact Customer Services on: Tel. 0300 304 8000 Web: www.somersetwestandtaunton.gov.uk

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