Three Sisters Tenants Association 36 Molineux Court Byker Newcastle upon Tyne NE6 1SU
Dear Tenants Thank you for your letter of April 6th. I have appended a detailed response to the individual points that you raise, but in addition would like to make the following points. • Your Homes Newcastle and its partners have not, at any time, breached the duty of care owed to residents • There has never been an increased fire risk related to the windows in the blocks • Due process has been followed, including certification by the appropriate authority • The Fire Service confirm that where top floor windows do not have an opening they will simply be broken to allow smoke to escape, in the event of a fire • The issue is being rectified properly and quickly • The way that Your Homes Newcastle manages its business, including the use of public money, is subject to regular, systematic and intensive audit.
Finally, in the light of your comments about effective consultation, I am disappointed that you believe that writing in this way constitutes the most productive route to achieving a positive outcome for all tenants. Yours sincerely John P Lee Chief Executive Your Homes Newcastle
Appendix 1
1. Window Design on Stairwells
As you are aware, the windows on the stairwells have been replaced and the new windows are fixed panes of glass.
All windows fitted through the Investment Programme require a FENSA (Fenestration Self Assessment Scheme) certificate. The windows you are concerned about received this certification.
As outlined in your letter, concerns were raised by your Group with Building Control and as a result of this a number of discussions were held with Mark Bell (Building Control) and the Design Team. The results of these discussions have highlighted a slight discrepancy between Building Regulations and the FENSA certification which is a National issue rather than a local issue.
The outcome for the Leslie block construction is that the top floor staircase windows should have an opening pane which in the event of the staircase filling with smoke can be opened to aid its release.
Replacement window sashes have been ordered to overcome this. The replacement sashes are under manufacture and are expected in the next 3-4 weeks. These sashes have been ordered for all Leslie Blocks which have received the external package. This includes Shieldfield Multi’s and Westgate Court Multi’s along with your three sister blocks.
I am confident there is no risk to residents following discussions with Building Control and the Fire Authority as:-
• The building is a ‘Stay Put’ building therefore in the event of a fire within the block all residents would be expected to remain in their flat except the resident of an individual flat (if the fire was in their flat) until the Fire Authority arrive. This advice is clearly displayed via posters on each floor of each block.
• Each of the flats have mains powered smoke detection which links the Concierge which would give early warning of a fire and an immediate alert to the Fire Service.
• There are no combustible materials stored in stairwells. This is checked on a daily basis by the Concierge Service.
• Stairwells are painted in a flame retardant paint and therefore it is unlikely the area could fill with smoke before the Fire Authority arrives.
• There are two stairwells – in the event of one being filled with smoke the second stairwell would be used.
I have investigated with both the Fire Authority and Building Control whether a temporary solution can be put in place but unfortunately this is not possible. I have therefore advised both the Concierge and the Fire Authority of the current position and can confirm that if there was a need to release smoke, the Fire Service would action whatever was necessary e.g. breaking a window.
In response to this gap between Building Regulations and FENSA certification, YHN have agreed with Mark Bell, that they will discuss window designs on future blocks with him in advance of fitting – this is not a legal requirement but a best practice solution to respond to this issue.
2. Responding to Problems/Complaints
We acknowledged receipt of your letter of 11th February 2008 which covered concerns about the installation of the new windows, problems with condensation, excess water and draughts.
In response to this letter YHN organised a Public Meeting on 28 February 2008 to which all residents were invited and the purpose of this was three fold:-
Firstly to give an update on the Modern Homes Programme External Scheme;
Secondly to update residents on our investigations into the complaints/concerns raised so far; and
Thirdly and most importantly to understand the issues and concerns and jointly agree a way forward.
At this meeting the following key actions were agreed:-
• Mansells would immediately visit those residents who had raised complaints and investigate/remedy these issues. • Mansells would write to all 3 sister blocks to ask any residents experiencing problems to make contact. To date 29 residents have responded primarily with issues around whistling and draughts and Mansells are responding to these. • YHN would fund an independent consultant to be appointed by the three sisters residents group to look specifically at the complaints of condensation and dampness. This funding has been approved. • To hold a further Public Meeting which is in the process of being arranged for the end of April 2008. • To arrange and hold Energy Advice sessions to give residents advice on the use of their systems. These are in the process of being arranged.
In your letter you also make reference to the CD which shows a problem with a window in 51 Grafton House. I would like to confirm this disk was also posted to Mansells Site Office on the Friday evening of 29th February 2008. Mansells visited the flat first thing Monday morning and left a card as unfortunately there was no one at home. Telephone conversations were then held about access arrangements due to the residents working full time. Mansells agreed to replace a damaged window seal on Friday 7 March 2008 after 4.30 which suited the resident’s working arrangements.
Mansells left a card with the resident on Monday 10th March 2008, to ensure the repair has been carried out satisfactorily but to date have had no response.
This response demonstrates Mansells high regard to resolving issues and problems and their high level of customer care.
3. Levels of Disruption
The external package of improvements has been developed to minimise disruption to residents. This has included the use of mast climbers rather than a full scaffold.
In order to monitor the performance of all of our construction partners delivering the Modern Homes Programme each constructor is closely monitored on the length of time taken to complete each property and the quality of the work carried out.
The key performance indicator monitoring for Molineux/Grafton shows Mansell’s are performing well with average duration per flat of 1.2 days for window replacement; and the level of defects on completion score between 9 and10, with 10 being ‘defect free’.
You also state the work has resulted in a poorer situation for some residents. The customer satisfaction data collected from Heaton Park Court shows overall satisfaction of 100% and 97% satisfaction with the Constructor.
4. Compensation
The Scheme Allowance Policy has been the subject of reports to both YHN’s Board and Property Committee. It was agreed the Scheme Allowance should be payable linked with rewiring only which is part pf the internal package of improvements. This was also endorsed by the Tenants Investment Forum. Any money spent on compensation reduces the amount available to carry out work on tenants’ homes.
5. Consultation
We are keen to work closely with both your group and local residents and I believe our attendance at the Public Meeting of 28th February 2008 and the identification of key actions to take forward demonstrates this.
Prior to any internal improvements being carried out each resident will receive an individual home visit. During this visit the scope of work is discussed, the level of disruption and its residents ability to cope with this work.
If anyone has circumstances which result in them being unable to live through this work then temporary re-housing will be discussed.
As you are aware Shieldfield Multis are currently undergoing improvements. We have held 11 flats (held as they have become available) to respond to the need for re-housing. This has been for a range of different circumstances such as medical need and also night shift workers. In addition all residents in the one bed flats are offered the opportunity of a temporary move due to the confined space within these flats.
We will be happy to organise for your Group to visit other Tenants and Residents Groups who have undergone this work to talk about their experience.
6. Complaints
I am concerned that residents feel they are unable to make complaints. I am happy for this issue to be discussed at the next Public Meeting to identify better ways of working with local residents and ensure we work together to close off these issues. We will also be working with Heaton Park Court Residents Group.
You mention in your letter residents of Heaton Park Court have been complaining about their windows for two years. I can confirm neither Investment Delivery or the Community Housing Office have received complaints from this block. You are aware from the last Public Meeting this came as a surprise to YHN and Mansells and as a result Mansells gave a commitment to write to all residents and rectify any outstanding issues.
7. Finance
YHN are managing the Delivery of the Modern Homes Programme to ensure we deliver Decency by the required target date.
A part of managing this Programme involves looking at the sustainability of estates and property types and also the level of investment required.
You state your blocks are at the end of their lifetime. I must disagree with this statement as the blocks are highly desirable and have not shown sustainability issues. They provide much needed accommodation and continue to remain popular.
The blocks have also seen a significant investment prior to the Modern Homes Programme in the mid 1990’s when a full external overhaul scheme was carried out.
I hope this letter demonstrates the extent to which we have responded to the issues raised in your letter and the level of commitment to working closely with your Group. On a personal note I am really disappointed that your Group would see the need to raise this with the Audit Commission when we are making progress on each of the key issues.
YHA is nothing short of a rackman landlord of the 60's and 70's the spin out of these peoples mouth is beyond the joke the sooner the tenants of newcastle can rid themselves of the plaque landlord the better, remember folks they only licenced to run the city housing stock for five years and need to apply again, contact your local counciller and demand a vote to return to council control and no re-employment of yhn staff once control is returned to council. better no upgrade than a shoddy one, yhn isnt fit for purpose.
I'm a resident of the Three Sisters tower blocks in Newcastle upon Tyne (Heaton Park Court, Grafton House & Molineux Court). I want to highlight the issues facing some residents as part of the Decent Homes programme by Your Homes Newcastle. I am not a political animal, but I am not a happy bunny.
If you are happy with the changes, then please let us know. It is always nice to hear some good news! If you have had any problems, please let us know as well and we'll keep a log of it.
Please note that this blog is anonymous, as we know from our research that some residents are reluctant to upset their landlord by complaining.
2 comments:
Please post this on your blog11 April 2008
Three Sisters Tenants Association
36 Molineux Court
Byker
Newcastle upon Tyne
NE6 1SU
Dear Tenants
Thank you for your letter of April 6th. I have appended a detailed response to the individual points that you raise, but in addition would like to make the following points.
• Your Homes Newcastle and its partners have not, at any time, breached the duty of care owed to residents
• There has never been an increased fire risk related to the windows in the blocks
• Due process has been followed, including certification by the appropriate authority
• The Fire Service confirm that where top floor windows do not have an opening they will simply be broken to allow smoke to escape, in the event of a fire
• The issue is being rectified properly and quickly
• The way that Your Homes Newcastle manages its business, including the use of public money, is subject to regular, systematic and intensive audit.
Finally, in the light of your comments about effective consultation, I am disappointed that you believe that writing in this way constitutes the most productive route to achieving a positive outcome for all tenants.
Yours sincerely
John P Lee
Chief Executive
Your Homes Newcastle
Appendix 1
1. Window Design on Stairwells
As you are aware, the windows on the stairwells have been replaced and the new windows are fixed panes of glass.
All windows fitted through the Investment Programme require a FENSA (Fenestration Self Assessment Scheme) certificate. The windows you are concerned about received this certification.
As outlined in your letter, concerns were raised by your Group with Building Control and as a result of this a number of discussions were held with Mark Bell (Building Control) and the Design Team. The results of these discussions have highlighted a slight discrepancy between Building Regulations and the FENSA certification which is a National issue rather than a local issue.
The outcome for the Leslie block construction is that the top floor staircase windows should have an opening pane which in the event of the staircase filling with smoke can be opened to aid its release.
Replacement window sashes have been ordered to overcome this. The replacement sashes are under manufacture and are expected in the next 3-4 weeks. These sashes have been ordered for all Leslie Blocks which have received the external package. This includes Shieldfield Multi’s and Westgate Court Multi’s along with your three sister blocks.
I am confident there is no risk to residents following discussions with Building Control and the Fire Authority as:-
• The building is a ‘Stay Put’ building therefore in the event of a fire within the block all residents would be expected to remain in their flat except the resident of an individual flat (if the fire was in their flat) until the Fire Authority arrive. This advice is clearly displayed via posters on each floor of each block.
• Each of the flats have mains powered smoke detection which links the Concierge which would give early warning of a fire and an immediate alert to the Fire Service.
• There are no combustible materials stored in stairwells. This is checked on a daily basis by the Concierge Service.
• Stairwells are painted in a flame retardant paint and therefore it is unlikely the area could fill with smoke before the Fire Authority arrives.
• There are two stairwells – in the event of one being filled with smoke the second stairwell would be used.
I have investigated with both the Fire Authority and Building Control whether a temporary solution can be put in place but unfortunately this is not possible. I have therefore advised both the Concierge and the Fire Authority of the current position and can confirm that if there was a need to release smoke, the Fire Service would action whatever was necessary e.g. breaking a window.
In response to this gap between Building Regulations and FENSA certification, YHN have agreed with Mark Bell, that they will discuss window designs on future blocks with him in advance of fitting – this is not a legal requirement but a best practice solution to respond to this issue.
2. Responding to Problems/Complaints
We acknowledged receipt of your letter of 11th February 2008 which covered concerns about the installation of the new windows, problems with condensation, excess water and draughts.
In response to this letter YHN organised a Public Meeting on 28 February 2008 to which all residents were invited and the purpose of this was three fold:-
Firstly to give an update on the Modern Homes Programme External Scheme;
Secondly to update residents on our investigations into the complaints/concerns raised so far; and
Thirdly and most importantly to understand the issues and concerns and jointly agree a way forward.
At this meeting the following key actions were agreed:-
• Mansells would immediately visit those residents who had raised complaints and investigate/remedy these issues.
• Mansells would write to all 3 sister blocks to ask any residents experiencing problems to make contact. To date 29 residents have responded primarily with issues around whistling and draughts and Mansells are responding to these.
• YHN would fund an independent consultant to be appointed by the three sisters residents group to look specifically at the complaints of condensation and dampness. This funding has been approved.
• To hold a further Public Meeting which is in the process of being arranged for the end of April 2008.
• To arrange and hold Energy Advice sessions to give residents advice on the use of their systems. These are in the process of being arranged.
In your letter you also make reference to the CD which shows a problem with a window in 51 Grafton House. I would like to confirm this disk was also posted to Mansells Site Office on the Friday evening of 29th February 2008. Mansells visited the flat first thing Monday morning and left a card as unfortunately there was no one at home. Telephone conversations were then held about access arrangements due to the residents working full time. Mansells agreed to replace a damaged window seal on Friday 7 March 2008 after 4.30 which suited the resident’s working arrangements.
Mansells left a card with the resident on Monday 10th March 2008, to ensure the repair has been carried out satisfactorily but to date have had no response.
This response demonstrates Mansells high regard to resolving issues and problems and their high level of customer care.
3. Levels of Disruption
The external package of improvements has been developed to minimise disruption to residents. This has included the use of mast climbers rather than a full scaffold.
In order to monitor the performance of all of our construction partners delivering the Modern Homes Programme each constructor is closely monitored on the length of time taken to complete each property and the quality of the work carried out.
The key performance indicator monitoring for Molineux/Grafton shows Mansell’s are performing well with average duration per flat of 1.2 days for window replacement; and the level of defects on completion score between 9 and10, with 10 being ‘defect free’.
You also state the work has resulted in a poorer situation for some residents. The customer satisfaction data collected from Heaton Park Court shows overall satisfaction of 100% and 97% satisfaction with the Constructor.
4. Compensation
The Scheme Allowance Policy has been the subject of reports to both YHN’s Board and Property Committee. It was agreed the Scheme Allowance should be payable linked with rewiring only which is part pf the internal package of improvements. This was also endorsed by the Tenants Investment Forum. Any money spent on compensation reduces the amount available to carry out work on tenants’ homes.
5. Consultation
We are keen to work closely with both your group and local residents and I believe our attendance at the Public Meeting of 28th February 2008 and the identification of key actions to take forward demonstrates this.
Prior to any internal improvements being carried out each resident will receive an individual home visit. During this visit the scope of work is discussed, the level of disruption and its residents ability to cope with this work.
If anyone has circumstances which result in them being unable to live through this work then temporary re-housing will be discussed.
As you are aware Shieldfield Multis are currently undergoing improvements. We have held 11 flats (held as they have become available) to respond to the need for re-housing. This has been for a range of different circumstances such as medical need and also night shift workers. In addition all residents in the one bed flats are offered the opportunity of a temporary move due to the confined space within these flats.
We will be happy to organise for your Group to visit other Tenants and Residents Groups who have undergone this work to talk about their experience.
6. Complaints
I am concerned that residents feel they are unable to make complaints. I am happy for this issue to be discussed at the next Public Meeting to identify better ways of working with local residents and ensure we work together to close off these issues. We will also be working with Heaton Park Court Residents Group.
You mention in your letter residents of Heaton Park Court have been complaining about their windows for two years. I can confirm neither Investment Delivery or the Community Housing Office have received complaints from this block. You are aware from the last Public Meeting this came as a surprise to YHN and Mansells and as a result Mansells gave a commitment to write to all residents and rectify any outstanding issues.
7. Finance
YHN are managing the Delivery of the Modern Homes Programme to ensure we deliver Decency by the required target date.
A part of managing this Programme involves looking at the sustainability of estates and property types and also the level of investment required.
You state your blocks are at the end of their lifetime. I must disagree with this statement as the blocks are highly desirable and have not shown sustainability issues. They provide much needed accommodation and continue to remain popular.
The blocks have also seen a significant investment prior to the Modern Homes Programme in the mid 1990’s when a full external overhaul scheme was carried out.
I hope this letter demonstrates the extent to which we have responded to the issues raised in your letter and the level of commitment to working closely with your Group. On a personal note I am really disappointed that your Group would see the need to raise this with the Audit Commission when we are making progress on each of the key issues.
YHA is nothing short of a rackman landlord of the 60's and 70's the spin out of these peoples mouth is beyond the joke the sooner the tenants of newcastle can rid themselves of the plaque landlord the better, remember folks they only licenced to run the city housing stock for five years and need to apply again, contact your local counciller and demand a vote to return to council control and no re-employment of yhn staff once control is returned to council. better no upgrade than a shoddy one, yhn isnt fit for purpose.
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