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General
New office
Swindon, Wiltshire, Dorset, Gloucestershire or Hampshire
West of England or Somerset


General

Why are you closing my local office?

We have six offices throughout the south and west of England. They are expensive to run and one of the outcomes of the Strategic Review was to look at where and how we do business. It makes much more sense to invest in one office. This will be more cost effective and we believe that our service to residents will improve when most of our staff are working in the same place. We accept that some residents still use our local offices to pay rent and speak to staff etc and we know that this will have an impact on some of our customers. We will make sure that there is always someone in Worle to talk to on the telephone or to reply to your texts or emails. If you live in or around Worle you can visit the new office and if not, we can arrange to visit you if you need us to.

When will my local office close?

We can’t give firm dates at this stage. It’s likely that:

• Bristol, Taunton and Worle offices will not close until the new office opens (April 2013)
• Chippenham and Poole offices are likely to close once the transfer of homes in these areas is complete. In the case of Chippenham, this is likely to be by April 2012. In Poole, it is likely to be by April 2013.

I pay my rent at my local office. What are my options now?

We offer different ways for your to pay your rent. Details are available in our leaflet “How to Pay your Rent”. Please ask us for a copy.

Why are you doing this?

We have chosen to do this to make sure we thrive as an organisation. Things will be a lot harder for all businesses including housing associations in the future. We need to address some of the issues that make our business less effective, less consistent and more expensive than it could be. These include the wide geographic area we work in, the number of offices we have and the way we deliver some of our services. We want to make a real difference in our communities and ensure they are places people want to live and stay.

When will these changes happen?

There are lots of changes taking place and each event is likely therefore, to occur at different times. Stock swaps/sales are still subject to negotiation and formal consultation with you. We expect them to start taking place in Wiltshire and Swindon by April 2012 and in Dorset and Hampshire by April 2013. Gloucestershire will happen later but is likely to happen within three years. Your tenancy is not affected by these changes and your home is not at risk because of them.

Our new office in Worle will be ready by April 2013. The timing of office closures hasn’t been decided. It’s likely that we’ll close some, or all of them, before April 2013. We’ll be accommodating some staff in Worle on a temporary basis.

Who are you talking to about stock swaps/sales?

We’re not able to tell you at this stage but we can confirm that we are talking to other housing associations with good reputations as service providers and employers. We will let you know who we propose to transfer your home to as soon as we are able. We will also be formally consulting with all affected residents before finalising the swap.

What does West of England and Somerset mean?

• West of England Authorities are: South Gloucestershire, Bristol, Bath & North East Somerset and North Somerset
• Somerset Authorities are: Mendip, South Somerset, Taunton Deane, Sedgemoor and West Somerset.

Why are homes in Swindon and Wiltshire being transferred first?

We have started talking to other housing associations about transferring our homes. Talks we are having about Swindon and Wiltshire are progressing faster and it looks likely that homes in these areas will be transferred quicker, subject of course to formal consultation with affected residents.

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Why will it take longer to transfer everything else?

It can take some time to finalise arrangements for swaps and transfers. There are lots of things to sort out. Talks with landlords about our homes in Dorset and Hampshire are taking a bit longer but we are still aiming to transfer them by April 2013. We expect homes in Gloucestershire will transfer later, but within about three years. Remember that your tenancy is safe and is not at risk because of these changes. Each swap will be subject to formal consultation with affected residents.

Does this mean Knightstone is in trouble?

No. We have chosen to do this to make sure we continue to thrive in the long term and all our residents can rely on equally good services, wherever they live. These decisions are bold ones and could only be taken by an organisation that is in a strong position.

These decisions will reduce the number of houses you have. Will you be taken over by a bigger housing association?

No. Most of our homes are already located in our refocused area (about 70% of them). By swapping homes outside Somerset and the West of England, we will immediately increase the number of homes in our refocused area. We will also be building approximately 1500 new homes over the next five years and we will be managing properties on behalf of other housing associations. This means that we will continue to be one of the largest providers of affordable homes in the south west.

Why didn’t you ask me about this? I haven’t been consulted.

We will seek your views on the proposed transfer of your home when the detail of the transfer has been agreed.

Will staff be made redundant?

Yes. There will be some redundancies. Some staff will also transfer to other housing associations along with our properties.

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Why are you reducing the size of area in which you work and swapping homes outside the new area?

The homes we will swap or sell have been selected because of their location. At the moment, we own nearly 11,000 homes in 37 local authority areas. 7,500 of these homes are in just nine local authorities in the West of England and Somerset. We need to swap or sell homes in outlying areas because:

• We want to be able to invest more and make more of a difference in the communities we work in
• Our costs are high visiting residents in these areas and travelling between our six main offices
• It is harder to influence and invest strongly in local communities because we are spread across such a large area
• Our management service is more expensive than it needs to be because of our wide area and the way we deliver it..

I’m an involved resident, can I still be involved?

We’d love you to continue working with us. If you live in one of the areas where we are transferring properties, don’t worry – you can still be involved until your home is transferred. If you have any particular queries about involvement and these changes please contact the Resident Involvement Team.

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New office

How much is it costing to build your new office?

Building a new office is a major investment for us but it is cheaper than running six of them, which is what we do now. The new office is just one part of a package of changes we’re making. Taken together, they’ll make savings that we’ll be able to use for new homes and community services.

Where is the money coming from?

We will pay for the office partly from selling other offices that we own (Bristol, Taunton and Worle), partly from savings in the running costs of all our existing offices and partly from cash reserves.

Why is the new office going to be in Worle?

We’ve chosen Worle for lots of reasons. It’s in the centre of our new geographic area. It’s only 30 minutes from both Bristol and Taunton. Sites are less expensive in Worle than other parts of our region and there are good transport links, by road and rail. Knightstone’s roots are also in Weston. We did look at offices already built, but we couldn’t find one the right size or in the right location.

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Will the new office be accessible to residents?

Yes. We are building the new office in Worle, on the outskirts of Weston Super Mare. It is easily accessible by car from the motorway and there are good rail and bus links too. There will be a large car park with plenty of disabled parking, meeting rooms, conference facilities etc. In reality only a small minority of residents every visit our offices. Most of you contact us by phone (or increasingly, by email, text or on the website)or want us to visit you in your homes, estates.

When will the new office open?

We hope that staff who will be office based will be working from the new office by April 2013.

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If you live in Swindon, Wiltshire, Dorset, Hampshire or Gloucestershire

Which housing association is my home being transferred to?

We are talking to other housing associations about these transfers. We are not able to tell you who they are at this stage because it is too early in the process. As soon as we have more information we will let you know.

When will this happen?

Your home will not be transferred straight away. Discussions have started with other associations but it will take time to finalise all the arrangements. We hope to transfer homes in Swindon and Wiltshire by April 2012 and Dorset and Hampshire by April 2013 . The transfers in Gloucestershire are likely to happen later, but within three years.

Do I have a choice about this?

In 2010 we looked hard at our business – at what we do, where we do it and how we do it. We want to be an organisation that is able to invest more in the communities we work in and one that thrives not just survives in the challenging times ahead. This is very difficult for us to do when we are spread over 37 local authorities. All affected residents will be formally consulted once the detail of each swap is known.

How will you keep me informed?

We will put regular updates on the News page top left.

Can I transfer to another Knightstone house somewhere else instead?

Your property will transfer to another landlord. If your current tenancy agreement allows you to exchange homes then your right to a mutual exchange will not be affected.

How good is my new landlord? Will I receive the same level of service?

We are only talking to other housing associations with good reputations as landlords. Your tenancy with all its rights goes with you and your new landlord will be more local.

Can I get involved in the process from now on?

Yes. We’ll formally consult with you and listen to what you say will help make the swap as smooth as possible for all concerned.

Will my rights as a tenant be affected?

No. Your new landlord will adopt your existing tenancy agreement and will consult you, as we would have done, about any proposal to change the agreement in the future. The type of tenancy you have will not change and your existing tenancy rights will not be reduced.

Will I have to move house?

No. The change of ownership to another housing association does not affect your right to remain in your current home and does not affect your security of tenure.

I have pets in my property. Will they be able to stay with me?

Yes. Provided you previously obtained our consent and your Tenancy Agreement permits this. However, any future requests to keep pets would require approval from your new landlord. All requests will be considered individually, as they are now.

Can my new landlord increase my rent?

Yes, but in the same way that we do. Your rent is reviewed every year. A fixed formula set by the Government is used to calculate this annual increase. The same formula must be used by your new landlord in the way set out in your tenancy agreement.

Can I still claim housing benefit?

Yes. If you are currently claiming Housing Benefit, you will still be able to do so. If you need to apply for housing benefit in the future, you will be able to do so.

How will I be able to pay my rent in future?

Your new housing association will offer a range of ways for you to pay your rent. We will give you more information about this before your home is transferred.

What happens if I have an agreement to pay off my rent arrears?

If you are behind with your rent and you are paying an agreed amount off your arrears each week, this agreement will continue with your new landlord. Your rent debt will transfer to them as will your repayment agreement.

Can I talk to anyone at Knightstone about this?

We have tried to answer as many questions in this fact sheet as we think you might ask. If there is anything else you are worried about you can call us on your local office number. This is shown on the flyer we sent you about these changes. You can also contact us by email at talktous@knightstone.co.uk

Do I carry on ringing the Customer Information Team until the transfer if I have a query?

Yes. If you need to speak to us carry on ringing the number you normally use. If anything changes we will let you know.

Do I report repairs in the usual way until the transfer?

Yes. If you have a repair you need to ring your normal repairs number. Should this change we will let you know.

Will my Housing Officer stay the same until the transfer?

Not necessarily. At the same time as planning the transfer of certain homes, we are redesigning the way our services are delivered. This could mean a change of housing officer. If it does we’ll let you know.

Will the service I receive from Knightstone be worse until my home is transferred?

No. We always aim to provide excellent customer service. Your tenancy rights are not affected by these changes and your home is not at risk because of them. We will continue to repair your property and provide the same level of service to you as to everyone else.

Will improvements be done to my property?

Any works already identified and agreed in writing will be completed within the agreed timescales. Your new landlord will inspect the properties in the future to assess whether any further improvements are required and will consult residents about any proposed new work.

Will repairs still be done whilst I am waiting for a change of landlord to happen?

Yes. We are responsible for keeping your home in a good state of repair whilst we are your landlord. Therefore, day-to-day repairs and emergency works will be still be carried by us until the transfer takes place. After that date, your new landlord will take over. We will give you all the information you need about this nearer the time.

Will my new landlord be more accessible?

Your new landlord will have more homes in your area than Knightstone does so may be able to offer a more localised service.

What will happen to any action which is taking place against a Knightstone resident?

Any action started by us, including court action, will continue as planned with your new landlord. If the court action is for anti-social behaviour, any documents relating to the case, including those that tenants have given us, will be transferred to them so they can continue to handle the case.

What will happen to the personal information that Knightstone hold on file about me?

All of the files we hold about your tenancy will be given to your new landlord for their future use. We will take great care to do this securely and confidentially and we will comply fully with the Data Protection Act.

Who will my new landlord let empty homes to in the future?

Your new landlord will continue to let empty homes through a choice based lettings scheme (CBL). They too will let empty homes to people in need of affordable housing and aim to ensure that they will look after the property and respect the neighbourhood. If you want to know which scheme your new landlord will use, please contact then for more information.

Will I be able to get a transfer to a new home from my new landlord?

Yes. You will be able to apply for a transfer in the same way as you do now.

Will I still have the right to exchange with another housing association or council tenant?

This depends on the type of tenancy agreement you have. If your current tenancy agreement allows you to exchange homes then your right to exchange will not be affected.

I receive support at the moment, will that change after the property is transferred?

No. If you receive personal support from another agency that will continue after your property is transferred.

What will happen to communal areas?

Your new landlord will manage all the communal areas currently owned by Knightstone. They will maintain them to at least a similar standard, but may use different contractors and staff to provide them.

Will my service charge be affected?

Your new landlord will charge for communal services in a similar way to us, in accordance with the terms of your tenancy agreement. Like us, they will also seek to ensure that you get good value for money for the services provided in your neighbourhood and consult you on any significant changes they wish to make.


If you live in the West of England or Somerset

How will these changes affect the services I receive?

Our aim is always to provide the best possible service to our residents. We expect to continue to provide great service throughout these changes. In the future we will be able to do more in those Somerset and West of England neighbourhoods that need extra support.

Can I still report a repair in the same way?

Yes. If you have a repair please continue to ring the same number. Should anything change we will let you know.

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Will my housing officer stay the same?

Not necessarily. At the same time as planning the transfer of certain homes, we are redesigning the way our services are delivered. This could mean a change of housing officer and if it does we will let you know.

Does this mean I will see less of Knightstone staff?

No – it means you may well see more of us! These changes will mean that we can really invest in and work with our communities. We want our neighbourhoods to be places people want to live and stay in. We are setting up a new service called ICE (Individual and Community Empowerment). The new service will provide community empowerment, individual empowerment and resident involvement (RI) services in our re focused area. We will work in partnership with our residents, their neighbours and any other agencies who can play a part.

Will I still get my repairs done? Will you spend more time on the properties you get in?

Your repairs and any planned works will still be carried out. The service you receive will not be affected by these changes. For the last few years we have been investing at record levels in repair and replacement work. We intend to continue doing so and investing more in neighbourhood improvement too. These levels of investment will apply to both existing and ‘swapped in’ residents.

Will I be able to pay my rent at the new office?

Yes.

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