Local affordable homes

Contractors' code of conduct review

Here at Selwood Housing, we do our utmost to ensure that customer voices are heard and acted upon. Earlier this year, whilst reviewing our contractors' code of conduct, our procurement team recognised the need for customer input, to gain an insight into how customers experience the services we provide.

A group of fifteen customers then came together to review our documents and give their feedback. Some of the learning outcomes are listed here: 

• Customers should not be expected to provide toilet facilities to our contractors. Customers should be aware that contractors may need to leave a customer's home for a short while to visit local facilities if they need a bathroom.

• Some customers find having work carried out on their home a strain on their mental health. Selwood Housing can provide advice and guidance to customers who may require additional support, which could include signposting or referrals to partner agencies. Some works are mandatory and we will do what we can to support customers while essential works are completed.

• All our staff and contractors should be wearing ID and present it readily to customers. Customers can feed back about any contractor who does not comply with this via the text message service received after works are carried out, or by calling customer support on 01225 715 715.

• If customers have any concerns about the way a contractor has behaved or the quality of their work, they are able to contact customer support on 01225 715 715 and raise a complaint to enable us to look into the situation.

Learning from customer feedback means we can deliver the services our customers want. We aim to begin putting these changes into practice in a phased approach in the new year. You can find out more about the contractors' code of conduct by clicking on the button below.

Pension credit

Pension credit can provide you with extra money to help with your living costs if you are over state pension age and on a low income. It is separate to your state pension. 

You can get pension credit even if you have other income or savings. Applying for pension credit can also lead to other help, such as:

• Housing benefit

• Winter fuel payment

• Free TV licence

• Help with NHS dental treatment and glasses

You can find more information, including what is available and how to apply, on our pension credit webpage. 

If you think you’re eligible for pension credit and don’t receive any of the other benefits listed here, apply for pension credit by 21 December. You can then back-date your claim, to continue receiving the winter fuel payment. 

If you do not qualify for pension credit, other help is available. Octopus energy are offering electric blankets to customers in need, as a way to save money on heating bills. OVO offer an extra support package which prioritises help for the most vulnerable customers. Our website also has a dedicated money advice section, where you can access benefit calculators, debt and loan advice, and links to other helpful services providing financial assistance.

16 days of action against domestic violence

The 16 days of action against domestic violence is a global campaign aimed at raising awareness and taking action to end domestic violence and gender-based abuse. The 16 days begin on November 25, the international day for the elimination of violence against women, and ends on December 10, international human rights day. 

Domestic abuse affects women, men and children. It can happen in any relationship within the home and family. Domestic abuse is not only violence, but can also take the form of controlling, coercive or threatening behaviour, and also encompasses psychological, sexual, financial and emotional abuse. 

At Selwood Housing, our neighbourhoods team will make every effort to support customers who are experiencing domestic abuse. We can make referrals to specialist agencies and we have partnered with local councils to ensure a united response to domestic violence.

If you are suffering, or know someone who is, please check our website for more information. Remember, always call 999 if it's an emergency or you are in immediate danger.

Balconies

In order to stay safe and reduce the risk of fire, our neighbourhoods team have put together a document giving advice on how to use balconies. Please see below some examples of the guidance issued: 

• You can hang outdoor decorative lights for a temporary period that match the appropriate season

• Please do not use balconies for barbeques or cooking

• Please keep balconies free from clutter and never use them for storage purposes, as they are an important access point for firefighters

• Do not stand on balcony furniture, and keep it away from the balcony wall or railings so that children are not encouraged to climb up. 

We want to ensure that our customers and their neighbours are safe, and maintaining your balcony in the correct way will minimise any risks. If you have questions about the advice for balconies, please get in touch with our customer support team on 01225 715 715, or read the full document on our website here.

Follow us on social media to keep up to date with what's happening