Background information

Background Information
Resident Handbook
Background
information
If you can’t find the information
you need in the handbook, just
give us a call. Our Customer
Services contact number is
shown on this page.
Customer Services
Our Customer Services team
will answer your calls and deal
with your enquiries quickly and
efficiently, or put you in touch with
the correct person to help you.
information short and simple to
make the handbook easy to use.
If you need more information, use
the freepost postcard enclosed
with this pack, or call Customer
Services.
This handbook is for guidance
only and does not form part of
your tenancy agreement, which
is a legal document covering the
terms of your tenancy.
How we manage and govern Radian
4
Area Panels
Complaints procedure
10
Data protection 11
Homes to buy
12
Customer Service Centre:
0300 123 1567 (9am–5pm)
Who makes up an Area Panel?
5
Care and supported housing
13
Out-of-hours: 0800 783 8937
Why these Area Panels were created
6
Sheltered housing 13
What is the Residents Council?
6
Care for adults with special needs
14
Why we made these changes
6
Our offices – and
their opening times
15
What’s in it for you?
6
Text phone number:
07764 309062
About residents’ photos
Some of the photos published
in this booklet are entries from
our recent Radian Residents
Photo Competition.
www.radian.co.uk
If you do not have some of the information referred to in this
booklet and would like to receive a copy, you can fill in and return
the freepost postcard enclosed with your handbook pack, or call
Customer Services, or visit our website www.radian.co.uk
www.radian.co.uk 4
9
HomeBuy agents
Visit our website for more
useful information.
2
Background
Service standards – what you can expect
5
Email:
[email protected]
You should find the information
you need in this booklet and
the others enclosed with your
handbook pack. We have kept the
Radian
What area are you in?
Contact details
This team will be your first point
of contact when you call at our
offices. They are there to offer help
and information on all our services.
Supporting you
Contents
Background information
Background Information
Welcome to the Radian
Resident Handbook. We hope
it will help to answer any
questions you have about
your home, your tenancy and
our service.
A bit of history
Swaythling Housing Society
7
Drum Housing Association
7
Windsor Housing 7
Longwood Park Housing Association
8
Portal Housing Association
8
Maps
15–18
Accessibility and translations
19
For information about having
this or any of our documents
translated, please contact us.
We also use language line
for telephone translations. On
request we can also provide you
with a version in large type or on
audio tape.
Customer Services: 0300 123 1567 (9am–5pm)
Out-of-hours: 0800 783 8937
3
Radian – background
How we manage and
govern Radian
Your tenancy is with one of
Radian’s group members: Drum
Housing Association, Portal
Housing Association, Windsor
Housing, Swaythling Housing
This partnership brought
Society or Longwood Park. We
together skill and experience in: have introduced Area Panels as
• house design
a way of giving residents more
• building sustainable new
influence in the way we run our
and regenerated homes
services. The areas are shown on
• investing in and looking
the map opposite.
after communities
• high-quality care and
supported living.
We also share costs and
resources across the group, to
help reduce running costs and
provide better services to you.
Most of our housing stock
is for general needs, but
we also provide sheltered
and supported housing
accommodation, as well
as homes for key workers,
shared ownership, market
rent and private sale.
Area Panels
Background Information
Formed in 2006, Radian is a
partnership between Drum
Housing Association, Longwood
Park Ltd, Swaythling Housing
Society, Windsor Housing
Association, Portal Housing and
Turnstone Support.
What area are you in?
Thames
Aylesbury
Solent
• Eastleigh Borough
• Fareham Borough
• Gosport Borough
• Portsmouth City
• Southampton City
• Test Valley Borough
• Winchester City
Longwood Park
Community Board
Langley
Windsor
Avon
• Bournemouth Borough
• Christchurch Borough
• East Dorset District
• Isle of Wight
• New Forest District
• Borough of Poole
• Wiltshire
Eastleigh
Petersfield
Ringwood
• Bracknell Forest Borough
• Reading Borough
• The Royal Borough of
Windsor & Maidenhead
• Wokingham Borough
• Wycombe District
• Aylesbury Vale District
• Guildford Borough
• South Bucks District
• Slough Borough
Rother
• Basingstoke and Deane Borough
• Chichester District
• East Hampshire District
• Hart District
• Havant Borough
• Rushmoor Borough
Who makes up an Area Panel?
The panels are led by residents and each
panel has 12 members:
• eight residents (including a leaseholder)
• four independent members, such as council
staff, or individuals with particular skills and
experience.
Locally based Radian staff will work with each
Area Panel.
Photographer: Sue Msehli
4
www.radian.co.uk Background information
Customer Services: 0300 123 1567 (9am–5pm)
Out-of-hours: 0800 783 8937
5
Why these Area Panels
were created
Radian is proud to be a housing
and care business. We constantly
look for ways of improving our
service to our residents and
people who need our care
and support services. We are
governed by one board and five
Area Panels, and this structure
ensures that we focus all our
efforts efficiently and economically
on achieving our aims. It means
we have fewer meetings, keep
costs down, simplify the decisionmaking process and achieve
more. Most of all, it means we
put our residents at the heart of
everything we do.
We want to make sure you
can directly judge and
influence the style, range
and quality of services
you receive.
We always want to improve the
way we work and the standard of
services we deliver to you, and we
think the best way to do this is to
get you involved so you can have
a real say.
6
www.radian.co.uk Area Panels are a key part of our
management structure and link
directly to the Board. Each Area
Panel also has representatives on
our Residents Council.
What is the Residents
Council?
The Residents Council has nine
members and is made up of:
• two resident members from each
of the four Area Panels
• one member from the Longwood
Park Community Board.
The Residents Council talks
regularly with the Board, so board
decisions take your views fully into
account.
Why we made these changes
• To give you more say.
• To ensure you are the focus of
everything we do.
• To put decision making at the
heart of the communities that we
serve.
What’s in it for you?
You can influence:
• your local services
• the decisions we make
• our plans for the future.
Background information
A bit of history
Swaythling Housing Society
Swaythling Housing Society
was founded on 26 November
1925 by:
• Herbert Collins, an architect who
had been designing homes in
Southampton since 1922.
• Fred Woolley, an accountant and
civic leader who became the
Society's first Chairman.
• Claude Ashby, a director of
Bursledon brick works.
Drum Housing Group in October
2002, and was the first housing
company to be set up under the
Housing Act 1996.
Drum Housing is named after
the local river Drum, which runs
through the heart of Petersfield.
Drum Housing owns and manages
over 5,000 properties in East
Hampshire and surrounding areas.
Windsor Housing
Windsor Housing was created
in 1995 following a transfer
of housing stock from the
Royal Borough of Windsor &
Maidenhead. In 1998, following
a merger with East Berkshire
Care & Housing Consortium (now
Turnstone Support), a new group
Drum Housing Association
Drum Housing Association started structure was created under the
as a partnership between Hangras Parkside Housing Group banner.
Housing Association and East
Windsor owns and manages more
Hampshire Housing Association
than 4,000 homes across the
in 1996. East Hampshire was
South East.
the larger landlord and provided
all the housing management,
care and property maintenance
services, while Hangras provided
new homes and housing-related
services. The association became
Swaythling provides more than
7,000 homes across Hampshire,
Dorset and Wiltshire. These
include sheltered housing for the
elderly and shared-ownership
houses and flats.
Customer Services: 0300 123 1567 (9am–5pm)
Out-of-hours: 0800 783 8937
7
Background Information
Area Panels
Longwood Park Housing
Association
Longwood Park Housing
Association was set up to run the
Common Road estate in Langley,
formerly owned by Slough
Borough Council. The history
of this estate is remarkable. In
2000, residents learnt that Slough
Borough Council was planning
to demolish the four dilapidated,
13-storey tower blocks on the
estate. The residents objected and
decided to take charge of their
own destiny.
Residents formed a partnership
with Slough Borough Council and
Windsor Housing and have now
completed a £30m regeneration
scheme, which has transformed
the estate.
The Duke of Edinburgh was so
impressed by the project that he
personally visited the estate to
officially celebrate the completion
of the redevelopment.
Portal Housing Association
Portal Housing Association
was set up as a charitable
registered social landlord in
1998 and has homes across
Hampshire, Dorset, Wiltshire,
Berkshire and the Isle of Wight.
Portal is a partner to Windsor,
Swaythling and Drum Housing,
and Turnstone Care and Support.
Portal does not employ staff
but owns stock transferred from
Swaythling and Windsor Housing.
Service standards – what you can expect
Our Customer Charter Plus
booklet gives you full details
about the quality of service you
should expect from us and how
we should handle any enquiries,
complaints or service requests
from you.
The Charter covers:
• how we provide our services
• how we deal with problems
and complaints
• how and when you can
contact us
• our equality and diversity policy
• how we deal with repairs
and the timing and service
you can expect
• how you can get involved
with Radian for the benefit of
other residents and your local
neighbourhood
• how we will support
neighbourhoods and deal with
issues like anti-social behaviour
• how your rent and service
charge are managed and what
we ask of you.
If you would like a copy, you
can use the freepost postcard
enclosed with this pack, or call
Customer Services, or visit our
website www.radian.co.uk
Equality and diversity
Radian values diversity and
we encourage a culture that
challenges prejudice and
opens up opportunities. We
are committed to using our
resources to create positive
results for the communities
we serve and work with to
create an environment where
people flourish.
Photographer: Jackie Barrow
8
www.radian.co.uk Background information
Customer Services: 0300 123 1567 (9am–5pm)
Out-of-hours: 0800 783 8937
9
Background Information
A bit of history
Complaints procedure
If you are unhappy with our
service, please tell us so we can
put things right and prevent it
happening again.
Complaints include
concerns about:
• the level of service we
have provided
• the attitude or behaviour
of members of our staff
or contractors
• a decision we have made
• a policy you think we have
not followed.
To make a complaint you can:
• call us on our Customer
Service number
• write to us at the address at the
end of this booklet
• email us –
[email protected]
• visit us at our Eastleigh,
Ringwood, Petersfield,
Slough or Windsor offices
• contact us via our website
www.radian.co.uk.
If you would like a copy of our
complaints procedure, you
can use the freepost postcard
enclosed with this pack, or call
Customer Services, or visit our
website www.radian.co.uk
Data protection
We ask for certain personal
information about you from time
to time. We hold this securely on
file so that we can use it to provide
you with a range of services
connected to your tenancy, as
well as other appropriate services,
such as language translations,
Braille, audio, or care information.
This information includes:
• your personal details, including
name, address and telephone
number
• other personal information (such
as age, gender, race etc) – this
is used for statistical monitoring
and will not be published or used
in any way that identifies you as
an individual
• names and dates of birth of
people who live in your home
• an up-to-date record of your rent
payments
• details about any housing issues,
for example neighbour disputes
• medical information only where
relevant or appropriate.
Background Information
How to make a complaint
We are registered as a Data
Controller with the Information
Commissioner (ICO) and any
personal information we receive
from you or a third party (such
as a doctor or social worker)
is protected under the Data
Protection Act 1998.
Information may be shared with
other Data Controllers such as
local authorities, Government
departments, and the other
agencies we work with in order
to provide our service to you and
ensure the quality of that service.
In some circumstances we may
be obliged by law to disclose
information, for example where
it may be needed to prevent or
detect a crime.
Other points:
• When you contact us we may
ask you questions to confirm
your identity.
• We only supply references about
you as a tenant if we have your
signed permission to do so.
Photographer: Erving Newton
10
www.radian.co.uk Background information
Customer Services: 0300 123 1567 (9am–5pm)
Out-of-hours: 0800 783 8937
11
If you would like more
information about our Data
Protection policy, you can
use the freepost postcard
enclosed with this pack, or
call Customer Services.
Homes to buy
Our home ownership service is
an important part of what we do.
We help over 800 people every
year to become homeowners,
and have helped more than 8,000
people in total to get a foot on the
housing ladder.
If you can't afford the full cost
of buying a home, we can help
you with our shared ownership
schemes. All these schemes offer
you the option of buying your
home outright in the future.
Our newbuild houses and flats
are constructed to very high
standards set by the Homes and
Communities Agency, and are
better quality than most similar
properties available on the
open market.
HomeBuy agents
Radian works with local councils
and developers to run a newbuild
HomeBuy scheme. Other low-cost
home ownership (LCHO) schemes
are also available.
To register your interest and
view our homes or other local
housing association schemes,
you will need to apply to your local
HomeBuy agent. We help put you
in touch with the correct HomeBuy
agent for your area, or give you
their website address so you can
apply online.
For detailed and up-to-date
information call: 0800 232 1319
or email: [email protected]
Care and supported housing
We all may need help and support
at some point in our lives. We
offer a wide choice, ranging from
occasional support to help you
stay independent, to longer-term
support and care.
We provide:
• a flexible service to suit
individual needs
• strong links with expert partner
agencies to help us provide
suitable supported housing
across the group.
Background Information
• You are entitled to see and
check any information we hold
about you, although we may
charge a fee for providing it.
• We may sometimes record calls to
our Customer Services Centre for
training and security purposes, but
will tell you when this is happening.
If you would like a copy of our
care and supported housing
booklet, you can use the
freepost postcard enclosed
with this pack, call Customer
Services, or visit our website
www.radian.co.uk
Sheltered housing
Sheltered housing may suit you if
you want to live independently in
a smaller and easier-to-manage
home. Our sheltered housing
schemes are designed for
independent living, with the added
security of an alarm system and a
scheme manager.
If you would like more
information about our sheltered
housing, you can use the
freepost postcard enclosed
with this pack, call Customer
Services, or visit our website
www.radian.co.uk
To view our developments
and planned schemes, visit our
website www.radian.co.uk
12
www.radian.co.uk Background information
Customer Services: 0300 123 1567 (9am–5pm)
Out-of-hours: 0800 783 8937
13
Care for adults with special needs
If you have a general enquiry, you can drop into any of our
offices listed below during opening hours.
If you would like to see your housing officer, please ring
Customer Services first to make an appointment and confirm
where it will take place.
If you are not sure which area you are in, please look at the map on
page 5.
If you would like more information, you can use the freepost postcard
enclosed with this pack, or call Turnstone Support on 01753 747372,
or visit our website www.turnstone.org.uk
Solent Area Office
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Background information
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Out-of-hours: 0800 783 8937
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Photographer: Mollie Clothier
Background Information
Our offices – and their opening hours
Turnstone provides complex
support and care services. It has
‘preferred provider’ status with
many social services departments.
TWYFORD RD
Turnstone Support is part of
Radian. It is a not-for-profit
organisation dedicated to
supporting adults with special
needs, such as learning
disabilities, autism or mental
health problems, to lead fulfilling
and independent lives.
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Background information
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www.radian.co.uk 4
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Ringwood
A31
Wimborne
Minster
A31
A31
A31
1
Blandford
Forum
Wimborne
Minster
A35
D
A272
A31
Winchester
M3
Salisbury
LT
Drum
Court, The Spain, Petersfield GU32 3NG
O
N
R
8
10
A338
A36
Blandford
Forum
L
M3
WinchesterA303 9
A303
2
H
Y
A36
A36
A350
NS
FIE
A31
A34
Andover
A303
TON
8
A338
Warminster
C
SE
THE
F U R LO N G
Isle of
Wight
IN
A303
AM P
D
R
M3
A303
Salisbury
A22
A27
A303
A36
A21
A272
L A Brighton
A24
A29
A22
G
A23
M E E T I N A26
11
A21
Haywards
Heath
Haywards
USE
H OHove
Heath
Worthing
NE
Horsham A27
A272Chichester
A3
M27
A29
A286
A3(M) A27
M26
A21
A21
A22
11
A24
SO
UT
H
W AY
R
4
M27
A31
A272
Crawley
Petersfield
EastleighA281
Eastleigh Petersfield
4
Southampton
O
TO
A272
9
Winchester
Farnham
M23
M25
A36
RD
LT
9
A31
A31
M25
5
7
7
Crawley
T H EA283 A281 M23
A32
A3
Godalming
F U RA272
L O N GHorsham
A272
M3
A31
Godalming
M20
M26
5
IL
RD
RD
GH
C OLLEG E
ST
W AY
PA R
RD
Winchester
8
M3
A31
Guildford
Farnham
8
M25
TA
D
PA
BARHAM
RD
Aldershot
10
M25
Guildford
A3
6 Aldershot
A34
M3
A303
4 Woking
A3
TON
AM P
D
R
M20
E
D
C OLLEG E
ST
T
T
R D Basingstoke
A34
6
10
M3
3
D
A34
Andover
Staines
M3
15
5
4
M25
14
13
A3
10
Staines
M3
12
M3
M25
10
4
A30 Road, Langley, Slough SL3 8TN
Ground Floor, Byron House, Common
M3
A3
Open: 9am–12 noon, Monday to 5Friday
Customer Services: 0300 123 1567 (9am–5pm)
Farnborough
Out-of-hours: 0800 783 8937
17
Background Information
N
TI
C
SE
Woking
4
Basingstoke
3
12
3
N
M25
London
A338
Warminster
M
K
N
3
15
Bracknell
12
A4
M25
London
M25
M4
M
S
H IG H
ST
H
Bracknell
Newbury
A4
15
Reading
347
B3
S
EL ST
BO
U
RO
VA
P
CHA
PA
ST
RD
H OS
HO
SP
PIITAL
TAL
PA R
RD
HE
S
LA
3.2m
S WA N
10'-6"B A R H A M
T
S TAT I O N
A303
THE
N
PE
P
E TE
T ERSFI
R S FIELD
ELD
L S TAT
IO N
H TATION
M4
A4
Newbury
A4
M25
M4A34
EL
C HAR
LES S
T
T
PEL S T
CHA
S
Reading
M4
ILL
F R EENNCCHHMM
AN
A 'NS ' S
R O AD D
R
S TAT I O N
VA
A34
K
CT
SE
B
Avon Area Office
O
RD
IO
N
E RD
T ILMO R
IL
LL
SFIE
SFI ELD
LD
TION
T
IO N
TA
HI
E
L
EL
D
IL
347
B3
E RD
T ILMO R
N
LA
D
Rother Area Office
TA
E
TI
N
A422
N
E
N
D
L
A
B
A
N
S
A4421
C
SE
BR
U
9
N
EL
A4095
A41
9
S
A4095
A41
M
EA
TO
N
A418
C
A40
Oxford 8a
A4074
O
A40
S
E
Oxford 8a
8
A4074
A418
7
A415
A4129
A329 Thame
A40
A329 Thame
A329
A4010
6
A413
Wallington
5 A40
M40
A4010
4
A404
2
M40
A355
16
1
A40
M25 Uxbridge
4
3
2
A413
M25
17
A355
18 Watford
A404
A412
A40
M40
21
19
A404
A355
20
A4180
16
1
A40
.(tenant’s handbook)''
(Language Line).(Arabic)
.
 (tenant’s handbook) 
(Bengali)  
(Language Line)  
7
A4251
A41
A4180
A404
A412
A40
A404
High
Wycombe
A40
8
19
M25
18 Watford
17
A416A413A41
Amersham
A4128
7
A4251
A41
A404
A4155
9
M1
Hemel
21
Hempstead
20
A416 A41
A355
3
9
M1
A404
High
Wycombe
A40
M40
A5
A5
Hemel
Hempstead
Amersham
A4128
A4010
5 A40
10a
10
8
A413
Wendover
A404
7 Bell Business Park, Smeaton Close,
A4130 Aylesbury,
A4155
Buckinghamshire HP19 8JR A4074
Open: 9am–5pm, Monday to Friday
A4146
A4146
Luton
10a
10
Luton
Dunstable
Wendover
A41A4010 Tring
A4129
A40
A6 11
A505
A505 11
Tring
A41
A418
A4074
6
Wallington
7
12
A5120
A5
This document is our tenant’s handbook. If you would like this or other documents
translated, please contact us. We use Language Line for telephone translations.
A6
M1
A5120
A4012
A4012
A418
A4130
A329
A415
A4130
A4130
A418
A600
A507
Dunstable
M1
A41
8
L
A5
A6
A507
A4146
Aylesbury
Aylesbury
Ampthill
A507
A5120
A5
A413
A41
12
A421
M1
Leighton
Buzzard
A418
M40
M40
14
A421
A41
RD
A422
A413
A4421
A413
Bicester
A41
A4012
Leighton
Buzzard
A421
A43
A507
A507
13
Milton A421
Keynes
A4012A5130
A422
Buckingham
A600
A5120
A4146A5
A413
A6
A507
13
A5
A43
10
Ampthill
A5130
A508
A5
A422
Bicester
A421
M1
A421
A413
10
TI
O
R
A421
A43
LA
14
Milton A421
Keynes
A422
Turnstone Support Aylesbury
Office
Buckingham
I
TA
A422
A5
A413
Background Information
A508
A5
A43
M25 Uxbridge
此文件為我們的房客手冊(tenant’s handbook)。如果您想要此文件或其他文件翻譯為中
文(Chinese)，請與我們聯系。我們使用語言專線(Language Line)提供電話翻譯服務。
.(tenant’s handbook''
.(Farsi
.(Language Line
Dieses Dokument ist unser Mieterhandbuch (tenant’s handbook). Wenn Sie eine deutsche
(German) Übersetzung dieses oder anderer Dokumente wünschen, teilen Sie uns dies bitte
mit. Wir verwenden Language Line (Language Line) für unseren Telefon-Dolmetschservice.
 (tenant’s handbook)  
(Gujarati) 
(Language Line)
(tenant’s handbook)  
 (Hindi) 
(Language Line) 
Ten dokument to nasz podręcznik dla lokatorów (tenant’s handbook). Jeżeli chcieliby Państwo
uzyskać tłumaczenie tego lub innych dokumentów na język polski (Polish), uprzejmie prosimy
o kontakt. Korzystamy także z usługi tłumaczeń telefonicznych (Language Line).
(tenant’s handbooks)
(Punjabi) 
(Language Line) 
Dukumeentigaani waa buuggayaga tixraaca ee dadka guryaha kiraysta (tenant’s handbook).
Haddii aad jeclaan lahayd in dukumeentigaan ama kuwo kale laguugu turjumo Soomaali
(Somali), fadlan nala soo xidhiidh. Waxaanu turjumaadaha telefoonka u isticmaalaa Khadka
Luuqadda (Language Line).
Bu doküman, kiracı el kitabımızdır (tenant’s handbook). Bu dokümanın ya da başka
dokümanların Türkçe’ye (Turkish) tercüme edilmesini istiyorsanız, lütfen bizimle irtibata
geçiniz. Telefon görüşmelerinin tercümesi için Dil Hattı’nı (Language Line) kullanıyoruz.
(tenant’s handbook)''
(Urdu) 
(Language Line)
Photographer: Kathleen Caudrelier
18
www.radian.co.uk Background information
Customer Services: 0300 123 1567 (9am–5pm)
Out-of-hours: 0800 783 8937
19
Radian
Collins House
Bishopstoke Road
Eastleigh
Hampshire
SO50 6AD
Phone: 0300 123 1567
Email: [email protected]
Website: www.radian.co.uk