When will all the 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. 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 at a later date
• 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’re looking at temporary offices in Worle for some operational staff to use from November 2011.

Why are we doing this now if we don’t need to?

It’s true, we don’t have to do this. We’re choosing to do it to put the Group in a position where it can continue to thrive and deliver excellent services in the future. Things will be much harder for all businesses, including housing associations, in the future. We need to address some of the fundamental issues that make our business less effective, less consistent and more expensive than others. These include the wide geographic area we work in, the number of offices we have and the way we deliver some of our services, such as housing management. We need to change these so that we can create enough resources to invest in the things we want to do in the future.

Will you consult homeowners on these changes?

Yes. We’ll consult on how we implement the changes, but not what the changes are.

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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’re talking to other housing associations with good reputations as employers and service providers. We’ll let you know who they are as soon as we can.

Are you planning to swap every home you own outside your heartland area?

No. We intend to retain ownership where we only charge a rent and provide you with buildings insurance. We also intend to retain ownership of homes where we don’t carry out direct property management services such as repairs and maintenance. This is because we can continue to provide this level of service from our offices at Weston Super Mare.

Why jump on the big society/community empowerment bandwagon right now?

Building and sustaining strong communities is one of our core purposes. The government changes to housing policy, rents, tenures and welfare benefits will create fundamental changes. There’ll be major challenges for housing associations and we want to make sure we minimise potential problems for our business, such as higher rent arrears and higher turnover of residents in our tenanted homes. Our planned changes will help make sure the communities residents live in are places where they want to stay, and our homes are attractive to future residents.

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

The stock we’ll swap or sell has been selected because of its 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 stock in outlying areas because:

• Our costs are high visiting residents in these areas and travelling between our six main offices
• It’s harder to influence and invest strongly in local authorities because we’re spread across such a wide area
• Our management service is more expensive than it needs to be because of our wide area, the scope of our service and the way we deliver it.

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Will I still be able to contact a Homeownership Officer when I need to?

Yes you will. The whole team will eventually relocate to new offices at Weston-Super-Mare where the staff will continue to provide you with the same level of service. Hopefully you will find it even easier to get in contact with someone to assist you as the new team will be focussed on a more concentrated area of operation.

Why is the new office in Weston Super Mare?

It’s the centre of our new geographic area, and it offers the best chance for us to keep skilled members of staff together. Sites are less expensive in Weston 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.

When will Bristol office close?

We don’t have an exact date yet but it’s likely to be by April 2013.

When will Poole office close?

The lease expires in December 2012 and the office will therefore close at this time or sooner if we can successfully negotiate the transfer of our homes in the area.

When will the Weston Super Mare offices close?

When we move to the new office in April 2013.

When will Taunton office close?

We don’t have an exact date yet but it’s likely to be before April 2013.

I own my home outright and your job is to manage parts of the estate I live on. Who will carry out this work in future?

We will continue to manage your estate until a new service provider is found. This is likely to be a housing association who is taking a transfer from us of our tenanted homes. You will be fully consulted with prior to any transfer of services taking place.

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Will my rights as a homeowner be affected?

No. Any new owner of your freehold or any new service provider will comply strictly with the terms detailed in your lease or other legal agreement.

Can the new freeholder increase my rent ?

Yes, but only in accordance with your lease in the same way that we do.

Will my service charge be affected?

Whoever takes on our interest in your property, will provide communal services in a similar way to us in accordance with the terms of your legal 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.

I live in a flat which you manage for us. Will repairs still be done whilst we are waiting for the change of landlord to happen?

Yes. We are responsible for keeping your properties 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 sale takes place.

You previously told me that you will be carrying out improvement works to the property I live in. Are you still planning to do these works?

Where we have made a commitment to carryout works, these will be completed. Any other works to properties outside our new ‘Heartland Area’ which have been forecast in later years, will be reviewed.

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