54North Homes Customer Bulletin
December 2024
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Welcome to our December Customer Bulletin.
Communicating and involving you, our customers, is key and these Customer Bulletins are a chance for us to share our latest activity and update you about our plans.
If you'd like to receive this Customer Bulletin in another language or format, please let us know. Or if you've any feedback or suggestions about content you'd like to see in future bulletins, please contact: david.miller@54northhomes.co.uk.
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Karbon Homes to take over repairs service
We're pleased to tell you about changes to our repairs service.
When 54North Homes was formed in 2022 and joined the Karbon Group, we made a commitment to bring our repairs service in-house rather than use subcontractors.
We're now delighted to share that from 1 April 2025, Karbon will deliver day-to-day repair services and also work on empty homes.
To support this, recruitment of a team of Yorkshire-based tradespeople will begin later this year or in early 2025.
Subcontractors will continue to deliver gas and electrical services, as well as planned maintenance and specialist services, such as large structural repairs, pest control and drainage repairs, on our behalf.
Mark Pearson, Managing Director of 54North Homes, said: "Providing our customers with well-maintained, good quality homes is our priority as a landlord. This transition will allow us to have greater control over the service and ensure it continues to meet the highest standards."
Chief Executive of the Karbon Group, Paul Fiddaman, added: "This decision is part of our joint commitment with 54North Homes to offer high-quality, reliable and local services – ultimately enhancing the overall customer experience. We look forward to delivering the repairs service from next April."
There'll be no changes to the way in which customers report repairs and there'll be no impact to service delivery during the transition.
We'll continue to keep customers updated as the project continues. If you've got any questions, please email hello@54northhomes.co.uk.
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Heating contractor changes in April 2025
We'll soon be making to changes that will further improve our ability to offer the best customer service.
54North Homes was created nearly two years ago following a merger – and our heating contractors were carried over from the former Leeds and Yorkshire Housing Association and York Housing Association.
But now, we're recruiting a single contractor to do all our heating checks and repairs, except electric heating, which will stay with our electrical team.
Compliance and Facilities Manager Vicki McMillan said: "We're streamlining things so that it's only one contractor making a home safety visit once per year per property.
"We've pulled everything together as one big programme, which will make things quicker and more efficient for our customers."
The successful bidder will be confirmed later and Vicki added: "It might be that for some customers this will mean a change.
"We've used the current contractors for a lot of years, so customers know them. But from April next year, it might be that it's somebody new visiting them."
The change is being made because there's nothing more important than you and your family's safety.
But we also want to minimise disruption to people's lives while making appointments simpler and improving our customer service.
We'll announce the new contractor soon – with details being posted on our website, social media and in future editions of the Customer Bulletin.
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Keep warm and save money this winter
54North Homes and contractor Robert Heath Heating have teamed up to offer advice about keeping your home warm and your energy costs down during winter.
A key tip is to test your central heating to make sure it's working properly. Run the heating for 30 minutes to check the radiators heat up correctly. This will help you spot any problems and get them resolved, avoiding any loss when you need it most.
Other advice includes:
- Leave the central heating on for short periods of time throughout the day.
- Never use your oven to heat your home.
- Remember to turn portable heaters off when leaving the room or going to bed.
- Test smoke alarms monthly.
- Check in on your neighbours during extreme weather events.
Meanwhile, you should always make sure your boiler is properly maintained. A planned maintenance service ensures that all heating solutions are safe, cost-effective and sustainable. Please make sure you allow access to your property for our Gas Safe-registered engineers to carry out this vital check.
Draw your curtains at night and shut your doors – this will minimise heat escape through windows and keep heat in the room you're in.
Ensure your doors and windows are not letting draughts in. Block up any gaps that may let warm air out – this will not only keep your home warmer, but will also save money on your energy bills as you won't need the heating on as much.
Further tips:
- Check your energy tariff annually – this will make sure you're on the most competitive tariff.
- Switch off lights when not needed.
- Using energy-efficient lightbulbs can save you money in the long term.
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Switch off appliances or unplug them – leaving them on standby still uses energy.
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Use your washing machine at a lower temperature – washing at 30°c can save electricity.
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Switch your oven off early – it will retain its temperature for up to 10 minutes and will continue cooking your food, but allow you to save energy.
- Save water – have a shower instead of a bath and only fill your kettle with the amount needed.
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Buy energy-efficient appliances when possible – these will save you money in the long term.
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Win prizes in our Christmas giveaway
We've put our own twist on the 12 Days of Christmas to come up with a double prize draw that delivers before the big day.
You can nominate a neighbour for their kind support throughout the year and they can win sweet treats, such as a hamper of biscuits.
But we've also got a festive dozen £50 gift vouchers to be won, one each day running up to Tuesday 17 December.
We'll draw out the winners on that date and have the prizes sent out by Friday 20 December.
All you have to do is send the name, address and contact details of your good neighbour or your own name, address and contact details to hello@54northhomes.co.uk (putting "Good Neighbour" or "12 Days of Christmas" in the email subject box.
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New way to book home safety visits launched
We've introduced a new way for customers to arrange important home safety visits.
Staff at 54North Homes understand the pressures customers deal with and that sometimes things get missed – because life is hectic and it never ends.
We're also constantly looking for ways to innovate and make our services more accessible for customers.
That's why we launched a new service called Voicescape on 23 October that supports our home safety inspections and gives customers the chance to reply at times that suit them.
Customers who've not replied to other attempts at booking a home safety visit will receive a call from Voicescape via a local number.
These phone numbers are:
- 0113 868 7027 for West and South Yorkshire.
- 01904 937173 for York and North Yorkshire.
If you receive a call from one of these numbers, then we encourage you to engage with the requests within the call.
Most importantly, you can respond at a time that's convenient for you, whether that's on a weekend or at 6am after a night shift.
These phone numbers are solely for Voicescape – those with other queries should call our Customer Services Team on 0345 521 1993.
See our website here for more details.
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Access required to homes for safety visits
As your landlord, it's essential that we gain access to your property to carry out vital safety checks.
These are done usually on an annual basis and will include gas safety and smoke alarm checks.
But we also require access for other safety checks, such as electrical condition inspections, fire door surveys, fire detection surveys, and upgrades.
If a member of our compliance team contacts you to arrange a safety visit, please ensure entry to your property is given so that we can ensure everyone, including you, your family, and your neighbours, are safe.
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Damp and mould advice
Winter is here – and it means damp and mould could affect your home more over the next few months.
Our first priority and responsibility as a landlord is to provide you with a safe and health home.
We take that obligation seriously and have worked with the Energy Saving Trust on a handbook and short video to help you combat any problems.
The handbook can be found here. And the video can be found here. We've also put together an additional leaflet which summaries the information.
Tips for combating damp and mould include the following:
- Open windows or their trickle vents for at least 10 minutes every day.
- Dry clothes outside whenever possible.
- Keep temperatures to about 18°c in main living areas.
This will help reduce the amount of condensation building up in your home – condensation being a key cause of damp and mould.
Anyone who notices damp or mould in their property can report it to us through the form on the front page of our website here.
For more details about what we're doing to tackle damp and mould, including retrofitting properties with new ventilation systems, see our article here.
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Whitby engagement visit inspires action
We met with customers in our West Thorpe scheme in Whitby on 15 October.
Our Customer Engagement Team were joined by a board member and a housing officer. We're very pleased to say that we were also joined by 20 customers on the day.
The purpose was to listen to people's views and use their feedback to shape our services. We also encouraged them to join our Customer Engagement Group.
In the tradition of our "You said, We did" customer service ethos, here's what customers told us:
- Concerns about delays for a contractor booking repairs.
- Snagging issues with the new fire doors.
- Outdoor seating area, lights and garden furniture damaged beyond repair.
- Not having access to the communal kitchen.
- People would like to arrange their own activities, such as book swap events, coffee mornings and community get-togethers.
- Guttering leaking and needs clearing out.
- Repair items for individual properties.
- More information about the setup of the scheme.
What we're doing:
- We followed up on the individual repair requests received, raised work orders and notified customers with these updates.
- We reported the fire door snagging items to our Fire Safety Team, who will deal with these.
- The guttering issues have been reported to our Repairs and Maintenance Team for a survey.
- We asked our Housing Team about reopening the communal kitchen and this will be communicated to all customers separately.
- We encouraged people to use the communal lounge space for social gatherings and other events.
- We're also planning a Christmas celebration. Further details are below.
- A consultation is due to be held in the spring to identify replacement garden furniture.
Changes to the West Thorpe Scheme:
West Thorpe was previously a sheltered housing scheme. It's now General Needs Accommodation, which means a support package isn't provided and a member of staff isn't on site full-time.
Customers who require support can now do this via social services or other third-party organisations. A housing officer visits at least once a month and can assist customers with tenancy-related issues. They can also signpost customers for support should they need it.
Future plans:
Between now and March 2025, we've further in-person engagement events scheduled for:
- The Elmetes in Leeds (30 January).
- Schemes in York (4 March).
In December, we're organising three Christmas events for customers at the following schemes:
- Rothwell (3 December).
- Whitby (5 December).
- Scarborough (10 December).
We'll be providing a Christmas finger food lunch, a quiz, bingo, music and prizes for the winners.
Our next customer engagement event is our first one online. We're targeting four small schemes with a total of 25 properties spread across Mirfield, Wakefield, Millfield and Goole.
The purpose of this digital event is to recruit customers to join our Customer Engagement Group and to provide customers with an opportunity to talk to us about our services.
Please look out for the next "You Said, We Did" after this event.
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We're committed to safeguarding
The safety and security of customers is our first priority as a landlord.
We believe everyone has the right to live their life free from violence, fear or harm.
We're committed to working collaboratively with our partners and statutory authorities to prevent or reduce the risk of abuse or the mistreatment of vulnerable adults and children.
To ensure we deliver on this commitment, we train all staff at 54North Homes in what to do if issues or concerns are identified. It allows them to raise an alert to the relevant local authority and/or safeguarding team.
Safeguarding covers a wide range of problems, including physical, sexual and financial abuse. It can be a single act or repeated, involve neglect or a failure to act and can be intentional, unintentional, or result from a lack of knowledge.
It can cause victims to experience mental health and other difficulties, including drug and alcohol addiction and even attempting suicide. Those who suffer physical or sexual abuse or neglect may show symptoms such as bruising.
Please see our website here for details of who to contact and when and for information about our latest Safeguarding Adults and Child Protection Policy.
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Reminder about rubbish in communal areas
We want all 54North Homes customers to live in good homes with nice environments.
Please make sure items and rubbish isn't left in communal or other areas.
Refuse and recycling bins must be stored in the designated areas and away from buildings.
Bins shouldn't be put out for collection too early and should be returned to the storage area as soon as possible to prevent an obstruction or fire risk.
Bin stores and storage areas must be kept clear and free of litter and larger items, such as furniture, white goods and large amounts of cardboard.
Wheelie bins mustn't obstruct exit routes, doorways or meter cupboards, or be placed directly under windows.
In addition, wheelie bins mustn't be stored in a way that poses a fire risk.
Finally, rubbish or unwanted furniture or household items mustn't be left outside flat doors or in communal areas.
Bulky waste collection must be arranged with the relevant local authority in advance and left out on the day of collection. Failure to do so may result in 54North Homes removing the item and recharging the resident for removing it.
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Meet the 54North Homes Team
We use these Customer Bulletins as an opportunity to introduce you to some of the 54North Homes team. In particular, we've recently made some important hires in our Housing Team who'll become familiar faces to you. We'll contact you soon with details about who your housing officer is and how to contact them.
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Vikki Barrett
Community Safety Officer
I recently joined 54North Homes, bringing more than 30 years of experience in social housing to the organisation.
During my length of service, I thoroughly enjoy working in social housing. It’s varied, rewarding and has offered me the opportunity to make a positive difference in people’s lives and communities.
In the coming weeks, many of you will see me out and about in your areas, which will give you the opportunity to tell me about any concerns you may have.
In the meantime, I’ll be writing to you all with a brief outline of my role.
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Julia Harker
Tenancy Sustainment Officer
I'm so excited to be working for 54North Homes and to be back in the housing sector.
I worked with homeless people for more than 12 years through the Peasholme Charity in York. More recently, I ran my own business for 15 years, and when we closed, I decided I wanted to pursue a meaningful and people-based career, which led me back into housing with 54North Homes.
I'm very much looking forward to being part of a growing, developing and positive organisation, and to supporting and helping customers who may otherwise be at risk of losing their homes.
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And finally...
Customers are at the heart of everything we do here at 54North Homes. We'd love more of you to share your feedback with us and get involved in shaping and improving the services we provide.
You can get involved in many ways, including online and through taking part in friendly in-person get-togethers.
We recently sent out an email, which you can read here, setting out how you can get involved. If you're interested, you can contact our Customer Experience Team, Abida Jamil and Liam Sullivan, at connectwithus@54northhomes.co.uk.
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