Annual Report to Tenants 2012

HOME!CITY OF LINCOLN COUNCIL

ANNUAL rEpOrT TO TENANTs 2011/12

FIND OUT HOW WELL WE’RE PERFORMING!New homes, rent, repairs and services - it’s all inside...

ONLY IN HOME!

WE’RE MAKING SOME CHANGES!

HOME! EXCLUSIVE

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HOME! EXCLUSIVE

WELcOME TO OUR THIRD aNNUaL REPORT TO TENaNTs WHIcH WILL aLLOW yOU TO FIND OUT MORE abOUT THE RaNGE OF sERvIcEs WE PROvIDE aND HOW WELL WE aRE PERFORMING.

In April 2012 a new regulatory framework came into effect, which replaces the 2010 framework. The changes are shown below:

Last year the Tenant Services Authority (TSA) monitored and regulated us. The government is now changing this. The TSA closed in 2012 and the Homes and Communities Agency (HCA) took over

We have a new investment framework which will allow us to manage our own finance and investment, similar to housing associations

We can also use fixed-term tenancies for new tenancies

The HCA will not get involved in service delivery, but will take account of a new test of ‘serious detriment’, which is explained later in this report

Also there is much greater emphasis on tenancy scrutiny

THe Common prInCIpLeS of THe frAmeWork Are:

Co-regulation

Tenant leadership

Access to all and fairness

effective structures and transparency

SoCIAL LAndLordS SHouLd mAke Sure THAT TenAnTS Are gIven A WIde rAnge of opporTunITIeS To InfLuenCe And be InvoLved In:

The formulation of their landlord’s housing related policies and strategic priorities

The making of decisions about how housing related services are delivered, including the setting of service standards

The scrutiny of their landlord’s performance and the making of recommendations to their landlord about how performance might be improved

The management of their homes, where applicable

The management of repairs and maintenance services

It is more important than ever that we work closely with our tenants and tenant groups and we will be looking at how we can improve this over the coming year.

In the last year we saw the retirement of kevin Scott, Head of Housing, after 37 years of service and robin West, Tenancy Services manager, after 28 years of service. Sadly, Councillor bud robinson, the former chairman of the Housing Committee for many years, died this year. We should like to thank kevin and robin for their dedication to our service and pass on our condolences to bud robinson’s family and friends.

We have divided the report into sections to reflect the standards and included some performance information so you can see how we are doing.

over the next year we intend to continue to improve our services.

John bibby director of Housing and Community Services

councillor Peter West Housing portfolio Holder

Tony Higgs Chairman of Lincoln Tenants panel

FOREWORD

any comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de

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HOME! EXCLUSIVE

OUR NEW vIsION Is:

We HAve ALSo deveLoped fIve neW STrATegIC prIorITIeS:

Reduce poverty and disadvantage

We will work hard to support people living on a low income, help people out of worklessness, reduce educational disadvantage and improve our residents’ health and leisure opportunities. We will also work hard to improve community cohesion and tackle issues at a local level.

seek to increase the supply of affordable housing

We will use our role as housing provider, strategic housing authority and strategic planning body to increase the supply of affordable housing to rent or buy and to improve housing standards within the city.

Improve the council’s housing landlord function

We will improve all aspects of the council’s landlord function. We will also secure a more financially sustainable future to help better maintain council homes.

Reduce Lincoln’s carbon footprint

We will reduce the council’s carbon footprint and make financial savings by reducing energy use. We will lead the drive to reduce the city’s overall carbon footprint. In particular, we will focus our efforts on reducing the fuel bills of the poorest people in the city.

Develop a fit for purpose council

We will redefine the shape and purpose of the council to ensure it is financially stable, meets the needs of our customers and is well prepared to meet the challenges of local government and leadership.

TO sUPPORT THEsE PRIORITIEs THE HOUsING vIsION sETs OUT ITs aIM THaT ‘aLL LINcOLN REsIDENTs caN accEss a DEcENT sUITabLE HOME WHIcH THEy caN aFFORD IN a cOMMUNIT y WHERE THEy WaNT TO LIvE WITH THE sUPPORT THEy NEED TO LIvE INDEPENDENTLy.’

OUR VISION


“A city with a strong sense of history committed to sustainable growth and social justice”

OUR DELIvERy PLaN

THE REGULaTORy FRaMEWORk FOR sOcIaL HOUsING IN ENGLaND FROM aPRIL 2012

THE cOUNcIL Has a NUMbER OF INITIaTIvEs UNDERWay TO DELIvER THEsE PRIORITIEs. MORE DETaILs abOUT THEsE aRE sHOWN THROUGHOUT THIs REPORT.

There are five national standards that apply to local authorities who own social housing which are divided into two sub areas – consumer standards and an economic standard:

cONsUMER sTaNDaRDs Tenant Involvement and Empowerment Home Tenancy Neighbourhood and community

EcONOMIc sTaNDaRD Rent

Details of how we are meeting the standards are shown throughout this report. If you would like a copy of the Regulatory Framework for social Housing 2012 you can get one from www.homesandcommunities.co.uk/ourwork/regulatory-framework

4 any comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de

We HAve InCLuded InformATIon In THIS reporT AbouT our performAnCe, LoCAL offerS And neW And ongoIng InITIATIveS. THrougH THe LInCoLn TenAnTS pAneL And ServICe foCuS groupS TenAnTS HAve gIven THeIr CommenTS And SuggeSTIonS for ImprovIng our ServICe.

bENcHMaRkINGWe have compared our performance with other social landlords so you can see how well we are doing: Excellent is ‘top quartile’ of Housemark’s benchmarking serviceGood is 2nd quartile of Housemark’s benchmarking serviceaverage is 3rd quartile of Housemark’s benchmarking serviceNot as good is ‘bottom quartile’ of Housemark’s benchmarking serviceWe have also provided information about local offers and service standards we have agreed with you.

DEVELOpING tHE ANNUAL REpORt tO tENANtS

WE HavE DEvELOPED OUR aNNUaL REPORT IN cONsULTaTION WITH TENaNTs THROUGH OUR sERvIcE FOcUs GROUPs, OUR HOMELINk EDITORIaL PaNEL aND THE LINcOLN TENaNTs PaNEL. THEsE GROUPs HavE LOOkED aT cUsTOMER FEEDback ON sERvIcEs, cOMPLaINTs, PERFORMaNcE, sERvIcE REvIEWs, MysTERy sHOPPING aND REaLIT y cHEckING aLONGsIDE THE sTaNDaRDs.

How we have assessed our performance

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HOME! EXCLUSIVEany comments? contact us at [email protected] or call 881188. alternatively write to us at: directorate of Housing and Community Services, City of Lincoln Council, City Hall, beaumont fee, Lincoln. Ln1 1de

AS A LAndLord We WILL Work HArd To Improve ALL ASpeCTS of THe CounCIL’S LAndLord funCTIon, WHILe mAxImISIng THe opporTunITIeS To SeCure A more fInAnCIALLy SuSTAInAbLe fuTure To Look AfTer CounCIL HomeS.

Through the Localism Act 2011, english councils took control of their housing rental income enabling them to plan effectively for the long term management of these key assets.

With a move to self-financing we are now fully in control of our housing stock and the rental income derived from it. We have borrowed the necessary money to ‘buy out’ of the previous system of paying a significant proportion of rental income to government. This independence now offers us tremendous potential to invest in both the stock and service moving forward, for the benefit of tenants.

Self-financing allows us to plan for the next 30 years. difficult decisions lie ahead on how the funds available will be allocated.

We WouLd LIke To buILd more CounCIL HouSeS And HAve ALreAdy STArTed doIng THIS. Work HAS STArTed on A SmALL deveLopmenT of fIve neW HomeS In WeLLIngTon STreeT. THeSe WILL be CompLeTed In deCember THIS yeAr.

our ability to borrow does give us some ability to continue a small building programme. A number of small infill and garage sites have been identified, some of which already have planning approval which will be brought forward for development in 2012/13.

using this borrowing opportunity and topping up with other available funding, we propose to develop a small scale building programme of six or seven new homes each year.

A survey was distributed in december 2011 to ask you about how you would like us to invest in your homes. We asked you to allocate pennies in a pound for how you would like to see your rent spent.

JUsT OvER 13 PER cENT OF yOU REsPONDED TO THE sURvEy aND THE REsULTs WERE as FOLLOWs:

1st building more council houses £0.34

2nd more home improvements £0.29

3rd Improving services £0.21

4th Improving the estate environment £0.16

further information about the findings of the survey are shown throughout this report.

INVEStMENt IN YOUR HOMES

Self financing

New build

Results of the Lincoln Standard consultation


We AIm To Improve TenAnT InvoLvemenT And empoWermenT And provIde TenAnTS WITH A rAnge of opporTunITIeS To InfLuenCe HoW We meeT nATIonAL STAndArdS by:

keeping all customers informed and ensuring that information is comprehensive, customer approved, in plain language and timely

effectively using tenant feedback to improve service delivery and meet customers’ needs

providing sufficient financial support to make sure that tenant involvement is effective and encouraged

embedding and ensuring compliance with the national regulatory framework of ‘local offers’ that gives tenants more say and involvement in decisions that affect their homes.

HOW yOU caN GET INvOLvED

you CAn: Join one of our focus groups

become a member of the Lincoln Tenants panel

Join in one of our estate inspections

Complete our surveys

get involved in a community group

Come along to events we hold

become a mystery shopper

tENANt INVOLVEMENt AND EMpOWERMENt StANDARD

cUsTOMER sERvIcE, cHOIcE aND cOMPLaINTs

We HAve: made and agreed a number of targets last year

with the Lincoln Tenants panel and the results of our performance are shown below

cUsTOMER saTIsFacTION

Last year we told you about customer satisfaction from the survey we carry out every two years. We are doing the survey again this year, but the results will not be available until 2013.

What we saidwe would measure

How did we do?2010/11

How did we do?2011/12

How we rate our service

Answer telephone calls within 30 seconds 56 per cent 49 per cent

See visitors at the contact centre within 20 minutes

11 minutes average waiting time

11 minutes average waiting time

Answer letters within 10 working days 81 per cent 77 per cent

Answer complaints within 15 working days 91 per cent 90 per cent

Answer complaints within 10 working days New for 2011/12 62 per cent

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cOMPLIMENTs aND cOMPLaINTs abOUT OUR sERvIcE

We reCeIved 176 CompLAInTS from TenAnTS durIng THe yeAr, 76 of THeSe Were upHeLd.

The remainder were withdrawn, overturned or resolved once the tenant had met with the appropriate officer to discuss the problem. The majority of the complaints made were about repairs.

We received one official compliment about our service.

cHaNGEs TO THE Way WE HaNDLE cOMPLaINTs

THe LoCALISm ACT 2011 SpeCIfIeS CHAngeS To HoW We deAL WITH CompLAInTS.

The new national standards support co-regulation with tenants in agreeing, monitoring and scrutinising services. As with our current complaints procedure, tenants who wish to make a complaint should contact us in the first instance. only if the complaint is not resolved can you approach the Housing ombudsman. Tenants panels can be set up to investigate complaints and the ombudsman will only get involved if there is what is termed “serious detriment”.

“Serious detriment” is not defined but failures in services provided that have a serious risk to health and safety, loss of home, unlawful discrimination, loss of legal rights and financial loss would almost certainly be included.

UNDERsTaNDING aND REsPONDING TO DIvERsE NEEDs

We AIm To deLIver ServICeS fAIrLy And reCognISe equALITy of opporTunITy And CHoICe.

The City Council is committed to providing information and services fairly and without discrimination to meet everyone’s needs. It recognises a broad range of people with differing requirements, such as, race, religion, culture, nationality, ethnic background, colour, disability, sex, sexuality, age, literacy and income level.

We WILL do THIS by:

ensuring that all tenants are able to participate at a level that suits them while recognising the needs of particular groups such as young people, older people and other minority and special needs groups

Introducing a ‘sub-regional’ choice based lettings system in collaboration with north kesteven and West Lindsey district Councils to allow people in neighbouring areas (and vice versa) to bid for a wider range of social housing

undertaking equality impact assessments in-line with our equality and diversity policy

We often ask you to provide personal information about yourself. It is important that we have information about our tenants in terms of their sex, age and ethnic origin (etc). This enables us to provide more targeted services to our customers. We also might ask you to tell us how you’d prefer us to communicate with you. All this information is kept strictly confidential.

INITIaTIvEs aGREED THROUGH LOcaL OFFERs aND OUR sTRaTEGIc PLaN FOR 2012/13

re-design the website, allowing residents to self-serve

Continuation of the development of our customer access strategy

ON-GOING LOcaL OFFERs FROM OUR PREvIOUs REPORT

Increase satisfaction with the overall service to 88% by 2012


QUaLIT y OF accOMMODaTION

We AIm To deLIver THe deCenT HomeS progrAmme And Improve THe quALITy of ALL CounCIL properTIeS by:

keeping the stock condition survey information up-to-date through an annual review which will help provide a clearly defined standard of property that can be delivered beyond the decent Homes Standard

reviewing the process for how we award contracts and managing the decent Homes programme

Improving the security of communal areas in flat blocks and reducing the incidents of anti-social behaviour by installing new security doors

piloting a one year handy person service to offer a quick, effective repair service. This will tackle a wide range of support for older, disabled and vulnerable people to maintain independent living

HOME StANDARD

We HAve: Carried out extensive consultation to review

the Lincoln Standard and find out how you would like us to invest in your homes. We are currently looking at how we will invest any additional money we may have. our investment programme for the next five years is shown at the end of this report

provided choices within our major replacement programme

published information on our future programme of work on our website

WHaT WE saIDWE WOULD MEasURE

HOW DID WE DO?2010/11


HOW WE cOMPaRE TO OTHERs

HOW WE RaTE OUR sERvIcE

Percentage of homes that fail the decent homes standard 4.1% 2.03% average

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REPaIRs aND MaINTENaNcE

We AIm To provIde An effeCTIve reSponSIve repAIrS ServICe by:

reviewing the potential to establish a minor works team, if current arrangements don’t achieve the efficiencies required

Implementing latest technology for onsite operations to increase efficiencies

We HAve:

Considered the needs of vulnerable customers when carrying out urgent repairs and will continue to do so

been as flexible as possible with appointment slots

made second or follow up appointments while carrying out repairs and report any other repairs you may have

Introduced a number of new targets including:

1. Getting 75% of repairs right first time

2. Keeping 90% of appointments made

We have also taken a prominent role in assisting the Chartered Institute of Housing in the design of the national repairs Charter.

We were the first social landlord to sign up to the new repairs charter developed in partnership with mears and the Chartered Institute of Housing’s Charter Advisory group.

WHaT WE saID WE WOULD MEasURE

HOW DID WE DO? 2010/11

HOW DID WE DO? 2011/12



average repair cost per property per week

£17 £18 We do not have a comparison

Urgent repairs completed on time

96 per cent 96 per cent Good

average number of days to complete a repair

15 days 12 days Good

Tenant satisfaction with repairs surveyed after work complete

97 per cent 98 per cent We do not have a comparison

Getting repairs right first time

New for 2011/12 81 per cent Not as good

keeping appointments first time

88 per cent 92 per cent Not as good

Homes with a gas safety certificate as at 31st March 2012

99 per cent 100 per cent average


ENERGY EFFICIENCY

THe LInCoLn Home energy STrATegy IS beIng revIeWed And WILL ALSo form pArT of THe TenAnT ConSuLTATIon THrougHouT THe Summer of 2012.

Three pilot schemes were completed during 2011/12 solar panels were installed in the common rooms at three supported housing schemes.

The five new properties being built will have high-spec insulation, windows and doors and will be built to Code 4 of the Sustainability Homes Code, lowering the carbon footprint of the houses and reducing utility bills for tenants. Solar pv panels on the roofs will provide electricity for the properties and state of the art heating systems will heat them.

We advise all new tenants of the energy efficiency rating of their home by providing an energy performance certificate. We are also looking at how we can improve the energy rating of our worst affected properties as one of our local offers (SAp ratings below 35).

HoW dId We do?

What we saidwe would measure

energy efficiency rating

How did we do?2010/11 75/100

How did we do?2011/12 74/100

How we compare to others excellent

How we rate our service

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DEDIcaTED aIDs aND aDaPTaTIONs sERvIcE

We carry out aids and adaptations to our properties for people with disabilities.

asbEsTOs aWaRENEss

We have an asbestos management policy to manage asbestos in homes safely. We also have an information leaflet about asbestos.


We AIm To:

free up money for maintaining our own housing stock to the decent homes standard and continue to work to that standard

Investigate development and redevelopment opportunities within existing housing sites and garage sites

Complete the building of five council houses on Wellington Street

Implement a handy person service for older and disabled tenants

re-develop our sheltered housing schemes

Improve council energy use by reducing fuel poverty and carbon footprint

evaluate the council’s housing stock with a limited lifespan

Implement a new IT system to more effectively support the housing responsive repairs service

Seek accreditation of service excellence for the responsive repairs service

Work towards achieving national Customer excellence Award for our maintenance and investment service

review responsive repairs policies


review the Lincoln standard (consultation on the Lincoln Standard has been carried out and we are currently looking at your priorities and how these can be delivered)

offer more flexible appointment slots for repairs

keep 90% of repair appointments

measure average construction periods during void periods

review average time properties are left empty every three months

monitor the level of rent lost as a result of having properties unavailable to let, with the aim of minimising rent loss to 1%

Improve energy efficiency ratings on our worst offending properties


tENANCY StANDARD

aLLOcaTIONs, MUTUaL ExcHaNGEs aND EMPT y PROPERTIEs

We HAve:

Carried out a lean systems review of our empty properties and have commenced a new tenant satisfaction survey

HoW dId We do?






average time to re-let a property 37 days 36 days Not as good

average rent loss for empty properties 1.12 per cent 0.98 per cent average

average empty property cost £1,984 £2,108 We do not have a comparison

Offers accepted first time 70 per cent 80 per cent Excellent

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cUsTOMER saTIsFacTION

cUsTOMER sERvIcE 2010 sURvEy 2012 sURvEy HOW WE cOMPaRE TO OTHERs


satisfaction with the empty property letting standard

New local for 2011/12 91 per cent We do not have

a comparison

TENURE

We have reviewed our tenancy policy setting out the different types of tenancy we use, such as introductory tenancies, flexible tenancies and secure tenancies.


We AIm To:

free up larger council houses for homeless applications and residents of over-crowded properties

review the staffing structure within the housing landlord function

develop and implement service improvement plans which demonstrate continual improvement

Co-ordinate and monitor different methods of involvement effectively so that tenants can be involved in delivering high standards of service

Implement a replacement housing rents IT system

upgrade mobile working

Instigate a management skills development programme for front line supervisors and team leaders

Improve our performance by seeking out good practice by other registered providers and benchmarking our services


provide a clear re-let standard which new tenants are satisfied is being delivered

cHaNGEs TO sOcIaL HOUsING

The government is improving access to social housing which will mean there will be changes to the amount of rent that some people pay and also changes to the length of time that they can live in a property.

cHaNGEs IN THE LENGTH OF TENaNc y

Councils have the freedom to grant two different types of tenancy. If a person has a secure tenancy (home for life) they can live in it for as long as they want. If someone has a fixed term tenancy their tenancy will be for a shorter period with an end date. At the moment we have not introduced fixed term tenancies; but our tenancy policy allows us to do so in the future in certain circumstances.

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NEIGHbOURHOOD AND COMMUNItY StANDARD

NEIGHbOURHOOD MaNaGEMENT

We AIm To:

Seek accreditation to the Chartered Institute of Housing’s ASb respect Charter

Set minimum standards for how we will deal with anti-social behaviour

offer greater support to tenants who are victims of anti-social behaviour as well as enforcement against perpetrators

We HAve:

Increased the number of estate inspections being carried out and have planned 40 inspections for 2012/13

HoW dId We do?

We have reviewed the way in which we carry out estate inspections and now publish the results on our website. To find out when we will be looking at your area visit our website at www.lincoln.gov.uk/housing/counciltenants

EsTaTE sERvIcEs

We HAve:

Consulted garden service users and involved tenant representatives in the specification and selection of our new contract. This consultation and involvement has been invaluable in developing a new and improved garden service for recipients

LOcaL aREa cO-OPERaTION

Support those most affected by the recession to manage their finances by working with other social landlord partners and the voluntary sector

We HAve:

Started to develop estate investment plans

developed a neighbourhood agreement in conjunction with the neighbourhood management team in Abbey Ward

aNTI-sOcIaL bEHavIOUR

We HAve:

provided you with a supportive response which keeps you informed of progress

Started a review of our ‘out of hours’ service

retained our mediation services

published the successes we have had in reducing anti-social behaviour


All new tenants will be provided with a voucher for the Lincoln Credit union entitling them to an account with a £10 initial balance deposited by the council

Support the Citizens Advice bureau in a bid for external funding to support new social housing tenants to maintain their tenancy and manage their money

extra support for repeat or vulnerable victims of anti-social behaviour

part funding of a community development worker in Abbey Ward to capacity build the residents group within Shuttleworth House


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satisfaction with our caretaking service (internal areas)

We did not do this survey in this year 78% Excellent

satisfaction with our estate cleaning service (external areas)


satisfaction with the grounds maintenance service


satisfaction with overall estate services We did not do this survey in this year 84% Excellent

satisfaction with value for money for our estate services


satisfaction with our hedge cutting for our garden service 72% 80% We do not have

a comparison

satisfaction with our grass cutting for our garden service 74% 91% We do not have

a comparison

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RENtWe HAve:

maintained our high rent collection levels

There are some big changes to housing benefit to be introduced over the next three years. Working age tenants may have their housing benefit restricted if they are living in a property that is larger than their household size.

There is likely to be an increase in non-dependant deductions.






Rent collected against rent due 99% 99% Excellent

Level of arrears against the total rent due 2% 2% average

Tenants evicted due to rent arrears 0.15% 0.36% average

Changes to housing benefit


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VALUE FOR MONEY

FEEDbACK

We Are no Longer requIred To reporT on vALue for money. HoWever, We THInk IT IS ImporTAnT for you To See THAT you Are geTTIng good vALue for money And THerefore HAve InCLuded THIS InformATIon In our reporT To you.

We HAve:

monitored and reviewed our average management and maintenance costs per property

Looked to deliver annual efficiency savings as a percentage of the previous year’s budget for revenue and capital costs

IF yOU WIsH TO MakE aNy cOMMENTs ON THIs yEaRs aNNUaL REPORT TO TENaNTs, PLEasE cONTacT Us aT [email protected] OR caLL Us ON 881188. aLTERNaTIvELy yOU caN WRITE TO Us aT:

directorate of Housing and Community Services City of Lincoln Council City Hall beaumont fee Lincoln. Ln1 1de






average amount of working days lost through sickness 10 days 10.29 days average

THE cHaRT OPPOsITE DETaILs THE NUMbER OF

PROPERTIEs PER EsTaTE. THE FOLLOWING PaGE

sHOWs THE NUMbER OF THEsE PROPERTIEs THaT

aRE PROGRaMMED TO REcEIvE IMPROvEMENT

WORks DURING THE NExT FIvE yEaRs. EacH

cOLOUR IDENTIFIEs a sPEcIFIc WORk as sHOWN

IN THE cOLOUR kEys.

pROGRAMME EXpLAINEDOUR INVEStMENt


Estate No. of dwellingsa ermine east 931b St giles 1,150c newport/burton road 307D City Centre/ West end 844E Stamp/Tower 734F birchwood 993G Hartsholme 385H moorland 1,226J bracebridge/manse 404k ermine West 953

bathroom

chimneys

Electrics

Heating

kitchens

Roof structure & covering

Walls

Windows

Doors

Insulation

Landscaping & boundaries

Colour Key

pROGRAMME EXpLAINED

19


area 2012/13 2013/14 2014/15 2015/16 2016/17a

b

c

D

E

F

G

H

J

k

23 5 10 46 17 16

2 3 28 6 109

12 19 32 24 6 54

2 24 75

47 27 29 58 9 44

6 4 41 75

107 26 260 109 41 39

1 2 70 110

22 22 22 22 22 22

22 22 22

35 19 24 12 39 130

5 22 176

56 61 15 45 30 75

129 7 33 299

42 29 38 83 4 36

5 13 21 3 377

66 11 29 88 16 64

3 23 46 1 246

23 150 18 115 2 64

13 24 813

2 8 7 3 1 3

21 18

7 1 6 4 17 13

14 13 34

1 2 5 13 4 8

1 24 15

12 1 10 22 2 12

1 6 83 1 23

2 7 2 25 1 1

1 1 5 3 129

14 16 22 12 7 4

20 19

18 1 13 11 15 1

1 1 34 56 49

12 1 3 98 4 29

5 41 1 8

71 58 69 5 4 3

230 8

4 24 4 27 2 1

11 1 141

16 13 27 16 20 2

7 5 15 92

21 2 21 24 24 6

13 10 83

37 34 24 24 14 10

4 43 46

59 11 21 51 19 13

1 5 60 1 59

9 7 7 101 4 3

3 18 181

72 8 33 33 41 8

30 210

24 4 5 18 35 139

94

16 2 37 13 28 7

29 1 170

49 10 57 16 48 4

76 47 1 108

22 1 6 62 3 9

6 56 267

15 8 10 12 8 17

1 1 16 53

8 1 16 1 9 2

1 4 9 22

14 2 7 2 2 1

2 13 45

12 2 9 7 13 1

2 16 1 10

4 11 3 23 11 1

18 100

27 163 74 50 26 39

24 14 40 1 257

22 1 23 12 29 1

33 24 171

28 1 28 67 12 10

3 4 28 221

49 2 36 91 32 58

6 22 163 1 261

17 53 13 60 2 33

1 6 33 568

13 5 6 13 3 10

1 4 17 48

4 11 2 7 2 37

4 32

8 3 16 11 8 17

3 13 1 45

38 1 27 12 13 22

5 22 67

4 23 19 29 2 18

1 4 5 160

18 14 12 17 3 51

1 2 28 79

23 3 7 39 34 2

37 3 63

23 4 5 35 3 17

1 59 61

129 1 7 45 14 42

2 149 98

21 3 80 79 2 5

3 1 100 293

This publication can also be made available in large print, or electronically.

Please call: 01522 873398

If you have difficulty in understanding anything in this document, please go to City Hall, Beaumont Fee, Lincoln or any other council office, and an interpretation service will be provided.

Obtaining copies in alternative formats

French Si vous avez besoin d’éclaircissements au sujet de ce document, veuillez vous rendre au City Hall, Beaumont Fee, Lincoln ou tout autre Council office, où nous pourrons faire appel à un interprète par le biais du National Interpreting Service.

Polish Jezeli masz trudnosci ze zrozumieniem tego dokumentu, zgłos sie do urzedu miasta w City Hall, Beaumont Fee w Lincoln lub do innego urzedu nalezłcego do rady miejskiej, w którym wezwiemy tłumacza z National Interpreting Service.

Portuguese Se tiver dificuldade em compreender qualquer coisa neste documento, por favor dirija-se à City Hall, Beaumont Fee, Lincoln ou qualquer outra repartição do município, onde poderemos chamar um interprete para si através do Serviço Nacional de Interpretação.

Turkish Bu belgeyi anlamakta zorlanırsanız, Beaumont Fee, Lincoln Belediyesi’ne ya da herhangi baska bir belediye meclisi ofisine gidin. National Interpreting Service aracılıgıyla size bir çevirmen saglanacaktır.


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ANNUAL rEpOrT TO TENANTs 2011/12

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Annual Report to Tenants 2012