Tenant Newsletter 2025 - Summer Edition

Please find below a plain text version of the 2025 West Lancashire Borough Council Summer Tenant Newsletter (issue 3)

To download a PDF version of this newsletter, click here

ENANT NEWSLETTER - SUMMER EDITION 2025

Foreword
Hi there,
My name is Barbara and I am an Involved Tenant at West Lancashire Borough Council. I am pleased to introduce the Summer edition of our Tenant Newsletter.
Things have really changed in the last few years as our Landlord has been working on making some changes to the services they provide.
As involved Tenants, we have worked alongside West Lancashire Borough Council to influence decisions that affect us all.
My experience with the Council and the Tenant Voice program has been positive, I have had so much fun, and I have learnt a lot about the inner workings of the Housing Service.
I really enjoy feeling part of the team and knowing there is a dedicated support system from the Tenant Voice Team to train, support and help us achieve.
As you may have heard, the Regulator of Social Housing came along to inspect how well West Lancs are doing as a Landlord, I was part of this process and it was wonderful to hear the news that we received a C1 grading. You can find out more about this on page 8-9.
It is important for West Lancs to hear your views and by getting involved like me, you can help to make changes too.
Barbara

Tenant Voice needs you!
Help shape the future of housing services in West Lancashire by sharing your experiences, insights and ideas as a valued tenant voice
Around two years ago, West Lancashire Borough Council - together with our tenants - refreshed how you can get involved and help influence and improve our services.
As a tenant, you are at the centre of our decision-making processes. We support with service development, as well as work alongside other colleagues and teams, to improve relationships with tenants and promote a diverse and inclusive range of engagement activities.
We want to ensure that all tenants are heard, respected and we need you to join us on this journey. Our focus is to ensure the voice of the tenant is at the heart of everything we do and we have lots of opportunities for you to be involved, including:
• Scrutiny Sessions
• Mystery Shopping
• Block Champions
• Repairs and Servicing Group
• Community Walkabouts and more!
So, if you can spare a couple of hours a month and are interested in helping us to improve our services, please get in touch today for more information by emailing: tenantvoice@westlancs.gov.uk alternatively you can contact us on 01695 654010.

Got a Leak, Creak or Squeak?
Here’s everything you need to know about reporting housing repairs in West Lancashire, including how to do it online, by phone or in person - and who’s responsible for fixing what in your home
Got a leak, creak or squeak? Something broken in your council home? Whether it’s a malfunctioning heating system, a leaking gutter or a door that won’t close, getting it fixed is easier than you might think.
We offer many different ways to report repairs, so you can get help quickly, in a way that works best for you. A quick way to report your repair is by visiting westlancs.gov.uk/repair. The service is available 24/7 and saves you from waiting on the phone.
If you prefer to speak to someone, you can call 01695 577177 between 8.30am and 5.30pm, Monday to Friday. For emergencies outside these hours, a 24-hour answer service is also available.
You can also report repairs in person. Just visit one of the Council’s Customer Service Points - either at the Derby Street offices in Ormskirk, open Monday to Thursday from 9am to 5pm and Friday until 4.45pm, or at the Concourse Shopping Centre in Skelmersdale, open Tuesday to Thursday from 10am to 3pm.
Not sure if the repair is your responsibility or the Council’s? It’s best to check first. The Tenants’ Repairs Guide has a full breakdown and the same information is available on the Council website.
And if you’d rather speak to someone face-to-face about repairs or ongoing issues, Wates Property Services - the Council’s repair contractor - holds a monthly drop-in session. You’ll find them at the Customer Service Point in the Concourse Shopping Centre on the last Wednesday of every month.
So whether it’s something small or more serious, don’t put it off. Help is just a click, call or visit away.

HERE’S HOW EASY IT IS TO REPORT A HOUSING REPAIR
Online: Visit westlancs.gov.uk/repair to report repairs any time, day or night.
By Phone: Call 01695 577177. Mon-Fri, 8.30am to 5.30pm.
In Person: Visit a Customer Service Point at our Derby Street offices, Ormskirk (Mon–Thurs 9am–5pm, and Fri 9am–4.45pm) and the Concourse Shopping Centre, Skelmersdale (Tues–Thurs, 10am–3pm).
Ask the Experts: Wates Property Services, who carry out repairs for the Council, are available in person at the Concourse Customer Service Point on the last Wednesday of every month.

Don’t miss your gas safety check - you’ll regret it
Annual safety inspections are required & missed appointments can lead to legal action
All social housing landlords must carry out an annual gas safety check in every property that they manage - and we are no exception to this rule.
It is important to keep your appointments so that we can keep you safe in your home. We are committed to your safety and we take our responsibilities on gas safety very seriously.
Failure to allow our engineer or contractor access to complete the annual gas safety checks is a breach of your tenancy agreement and will result in legal action.
This could result in us obtaining an injunction allowing us to force access or obtain possession of your home.
Should you miss an appointment, or if you need to rearrange the appointment we send to you, please contact our contractor Liberty on 03303 335 782.

Annual Gas Checks Ensure Tenant Safety: Annual gas inspections identify faults, ensuring appliances function safely and efficiently.
Electrical Inspections Occurs Every Five Years: Regular checks maintain safe wiring; report problems to prevent potential hazards.
Fire Risk Assessments in Communal Areas: Assessments identify fire hazards; tenants should ensure exits remain unobstructed.
Damaged Socket or Floorboard? Act Quickly: Faulty sockets or loose floorboards can cause injury or fires. Report immediately.

KEEPING HOMES SAFE, EFFICIENT & COMPLIANT
Investing in housing in West Lancashire
Asset management is a key part of the housing service at the Council. We are responsible for making sure that our housing stock is in line with government standards and regulations, as well as carrying out programmed works if they do not meet them. Housing stock needs regular investment to ensure that they remain energy efficient and safe to live in.

Walkabouts & Staff Volunteering
New for 2025, we have combined our estate and neighbourhood walkabouts with a litter pick, helping to create cleaner and safer environments for us all.
We will be visiting estates with local partners, tenants and staff, and we would love to see you join us on any of the dates below:
Thursday 24th July 10am to 13:00pm in Ormskirk.
Thursday 28th August 10am to 13:00pm in Banks.

What is a Community Impact Day?
Council invites residents to speak out, share views on local services and clear household clutter at free community events this summer
The neighbourhoods that we live and work in are important to us all. You told us that you want us to be visible in your communities, so we have planned a calendar of local events where you can have the opportunity to speak to staff, highlight any issues and let us know your views.
Council officers from across teams have been on the road once again this summer for a series of Community Impact Days aimed at giving tenants and residents a stronger voice - and a chance to tidy up.
This is a great opportunity for you to have your say and for us to gain an insight as to what we are doing well, but also identify areas where we could improve.
But it’s not all talk. In a practical boost for households, a skip will be available at each event, giving residents a chance to dispose of unwanted domestic items at no cost
It’s strictly for household waste, so no tyres, paint, oil, asbestos or white goods like fridge freezers. We are a council that is committed to creating a clean environment for all our residents and we are thrilled to provide an opportunity for the community to dispose of items they no longer want or need in a safe way.
Wednesday 16th July 2025 10am to 1pm at Tanhouse Community Centre
Thursday 14th August 2025 10am to 1pm at Whittle Drive
Thursday 18th September 2025 10am to 1pm at the Evermore Hub
Thursday 9th October 2025 10am to 1pm at Blakehall Flats
If you would like to suggest your neighbourhood, primary school, community group or venue for one of the next Impact days, focus groups or community walkabouts, or any other engagement event please get in touch by emailing: tenantvoice@westlancs.gov.uk or call 01695 654010.

Meet Your Officer: Drop-ins & Outreach Events
We have lots of dates planned for Neighbourhood officers and community outreach at local facilities in all areas of West Lancashire. If you would like to speak to your Neighbourhood Officer, come along to at one of our drop-ins, or are interested in signing up to the Tenant Voice program, please call us on 01695 654010.

Growing Young Minds: School Allotments for Future Food Heroes
Partnering with Wates to help 16 schools grow fresh fruit and vegetables together
Sixteen primary schools across the Borough are set to get their hands dirty in the best possible way - thanks to a new initiative between West Lancashire Borough Council and contractor Wates.
Aimed at encouraging children to explore the benefits of growing their own fruit and vegetables, the scheme will see dedicated allotment spaces created on school grounds. The green-fingered project hopes to inspire pupils to learn about healthy eating, sustainability and where their food comes from - all while having fun outdoors.
As well as nurturing crops, the initiative aims to help young minds flourish by offering a hands-on approach to environmental education.

Top Marks from Housing Regulator Thanks to Tenants’ Involvement
We proudly achieved a C1 rating, reflecting that our services meet the housing standards for tenant involvement and commitment to continual improvement
In November 2024, we had a visit from The Regulator of Social Housing.
The regulatory team came to see how we manage our responsibilities as a landlord and this is assessed against four main standards:
The Safety and Quality Standard
The Transparency, influence and accountability Standard
The Neighbourhood and Community Standard
The Tenancy Standard
We are proud to announce that we achieved the highest grade, a C1. This means that we are meeting the standards and continue to improve our services for our Tenants. We want to say a special thank you to all involved tenants who contributed to this achievement, a lot of hard work and effort was put into the inspection process.
It is important to hear your views and be involved in decision making and influencing the changes we make. If you would like to help us to improve, please contact us on 01695 654010.

Tenants Help Shape Services Through 2024 Survey – Thank You!
More than 40 per cent of tenants responded to our recent Acuity survey, helping us improve services, address key issues like damp and mould, anti-social behaviour and to update contact details
A massive thank you to everyone who took the time to tell us about themselves and their household in the Acuity survey between June and August 2024.
More than 40 per cent of you responded, helping us update our records so we can shape and improve the services we deliver to better meet your needs.
Thanks to the information shared, we were able to reach out to tenants experiencing anti-social behaviour or reporting damp in their homes - offering support and advice where needed.
As a thank you, we gave Love2shop vouchers to the winner of our first prize draw. And good news - this incentive is still available for anyone who hasn’t yet completed the survey. We’ll be continuing this activity over the next few months, so there’s still time to get involved.

Listening, Learning, Improving Together
Every year, we invite our tenants to complete the Tenant Satisfaction Measures (TSM) surveys, which help us understand how well we are performing as your landlord.
These surveys are an important part of our commitment to transparency and continuous improvement.
They cover a range of areas including how satisfied tenants are with the overall service we provide, the condition of their home, how we handle repairs, and how we listen to and act on their views.
The feedback we receive directly influences the way we shape our services, helping us identify what’s working well and where we need to do better.
We carry out the TSM surveys to ensure all tenants have a chance to take part in a way that suits them.
The survey results are shared with our leadership team, and Tenant Voice groups to ensure that tenant priorities are reflected in our decisions. They will also be published on our performance page at westlancs.gov.uk on 30th July 2025.
Your voice matters and, by taking a few minutes to complete the survey each year, you play a vital role in helping us deliver better services and create homes and communities that meet your needs.

Make Sure Your Home Is Covered
Accidents, theft, and damage happen - protect your household items with contents insurance and avoid the stress of unexpected costs
No matter how careful you are, life has a way of catching us off guard. Whether it’s a burst pipe, an accidental breakage or a burglary, contents insurance could help you cover the cost of replacing your things if the worst happens.
Contents insurance is there to protect your household items — from furniture and TVs to clothes and kitchenware — giving you peace of mind that you’re covered if something goes wrong.
It’s worth remembering that we don’t insure your personal belongings as part of your tenancy. If you haven’t already arranged contents insurance, now’s a good time to think about it.
If you would like to apply for home contents insurance, or need some help and advice, please contact the team at insurance_services@westlancs.gov.uk and an application pack can be emailed directly to you.
Alternatively, please telephone 01695 585047 and we will be able to set up your policy over the telephone.

Raising Standards Through Feedback
We have partnered with Voicescape to gather tenant feedback through phone surveys and enhance housing services across the Borough
TO HELP improve the quality of our services, we’ve partnered with an external company called Voicescape.
Voicescape carries out short phone surveys on our behalf, helping us gather valuable feedback from tenants about their recent experiences.
These ‘transactional surveys’ are triggered after you’ve received a service from us, giving you the chance to tell us what went well - and what could be better.
The surveys are conducted through automated phone calls from a local number and only take a few minutes to complete. If you raise any concerns during the call, a member of our team will follow up directly to discuss the issue in more detail.
Your feedback helps us identify what’s working and where we need to improve. Based on what you tell us, we aim to make meaningful changes to the way we work - whether that’s reviewing a process, adjusting a policy or improving how we deliver a service.
We truly value your input. If you receive a call, please take a moment to complete the survey – your voice makes a difference.

Struggling With Bills? Talk To Us And Get Free Advice
Our team offers free, friendly advice to help you manage debts, benefits, budgeting and daily costs with confidence and support
If you’re finding it hard to make ends meet, you’re not alone - and we’re here to support you. Our friendly, confidential Money Advice service is designed to help you take control of your finances and feel more confident about managing your money.
Whether you’re dealing with debt, rising living costs or simply unsure about what support you’re entitled to, our experienced team is ready to guide you through it. We offer practical help with things like Universal Credit, benefit advice, fuel and food support, Pension Credit, budgeting tools and even mental health and digital support.
We know that everyone’s situation is different. That’s why we take the time to listen and tailor our advice to your needs. If you’re one of our tenants, we can even come to your home to chat things through. Or, if you’d prefer, we can meet you at our customer service point in Skelmersdale’s Concourse or at Ormskirk Town Hall.
Getting help is easy - just call us on 01695 585252, give us your name, address and a quick summary of your situation. One of our team will call you back to talk things through. You can also email us directly at moneyadvice@westlancs.gov.uk
We’re here to make sure you have the tools, information and support you need to stay on top of your money. Let’s tackle it together.

WHERE TO FIND HELP, SUPPORT & ADVICE
Apply for Support: Visit: westlancs.gov.uk/moneyadvice/household-support-fund.aspx
Contact Money Advice: Call 01695 585252 or email moneyadvice@westlancs.gov.uk
School Uniform Help: More information available via skelmersdalefuss.co.uk
More Help Online: Visit: westlancs.gov.uk/moneyadvice

Council Team Delivers Vital Help Worth Over £1 Million
West Lancashire Borough Council’s Money Advice Team has provided over £1 million in financial support to residents during the 2024/25 financial year.
In total, £1,060,751.66 worth of support was delivered to help ease the burden of the ongoing cost-of-living crisis.
This included support with 613 Universal Credit claims, 121 Discretionary Housing Payments, and 382 Household Support Fund applications.
The team also issued 666 Food Bank vouchers and 212 Fuel Vouchers, offering immediate help to residents facing urgent financial difficulties. An additional £113,349.15 was allocated to assist tenants struggling with heating charges over winter, helping vulnerable households stay warm.
We understand that costs continue into the summer months, so the team partnered with Skelmersdale FUSS to provide free school uniforms to families across various West Lancashire schools. More details are available at: skelmersdalefuss.co.uk
The Household Support Fund, which offers direct cash payments to those in financial hardship, remains available to all tenants and residents.
To apply, visit: westlancs.gov.uk/moneyadvice/household-support-fund
For personalised advice or help, contact the Money Advice Team on 01695 585252 or email moneyadvice@westlancs.gov.uk
Further updates, including support available over the summer holidays, will be shared on the Council’s social media channels or by visiting: westlancs.gov.uk/moneyadvice

Support When It’s Needed: One Women’s Story of Help
A local woman describes how West Lancashire Borough Council provided swift, compassionate support when she fled domestic abuse
Whenescaping domestic abuse, knowing where to turn can make all the difference.
One woman, who was living in the area at the time that she needed help, shared how we stepped in during her time of need.
“It sounds bad but I had a really bad view of the council before this, but they have been brilliant and it’s been such a positive experience for me.”
Reaching out in an emergency, she contacted the Council’s out-of-hours line:
“I was trying to flee domestic abuse and I rang the out of hours Council line and they sorted me out with safe, temporary accommodation.”
The response was swift and compassionate:
“My situation was dealt with quickly, with a housing officer coming to visit me and then I was linked up with the Birchwood Centre.
Birchwood is a charity tackling homelessness, mental health issues and wellbeing in Skelmersdale.
“The support was so personal and I felt like the officers really cared about me.”
She now has a safe and stable home:
“It’s a little out of the way and I feel safe. I want to let anyone who is going through domestic violence to know that the Council is there to support and they really do care.”

Modular Homes Proposed For Local Families
We are proposing to use the recently cleared Elmstead garage site to create modular housing units for local residents in need of emergency accommodation.
This would support those for who a B&B isn’t a suitable option — for example, families or individuals needing to maintain stability around school, work and daily life.
These homes would support individuals and families facing homelessness due to reasons such as the end of a private tenancy, unsafe living conditions or domestic abuse.
Priority would be given to those with an established local connection to West Lancashire.
The modular homes are high-quality, visually appealing and offer the flexibility to be relocated if needed.
They are vital in helping meet the growing demand for secure, short-term housing in the area.

Tenants Able To Swap Homes Via National House Exchange Scheme
Council tenants in West Lancashire can explore mutual home swaps using House Exchange, with added support and incentives for those downsizing - a practical route for finding a better-suited property
If you’re a West Lancashire Borough Council tenant and thinking about moving, the Mutual Exchange scheme could be just what you need.
This service allows you to swap your home with another tenant – either within the borough or elsewhere in the country – as long as both parties agree and the exchange is approved by the relevant landlords.
A mutual exchange can be especially useful if you’re looking to move to a new area, need a larger or smaller property or simply want a home that better suits your current needs.
The Council works with House Exchange, a national provider that helps match tenants looking to swap homes.
Their easy-to-use website lets you register your property, search for suitable matches, and connect with other tenants. You can visit houseexchange.org.uk to get started.
In addition, tenants who are thinking about downsizing may be eligible for cash incentives through the Council’s Downsizing Scheme.
This option is aimed at helping tenants move into smaller, more manageable homes, while also freeing up larger properties for families in need.
Whether you’re after more space, less space, or a fresh start, the Mutual Exchange scheme offers a flexible way to find a home that better fits your life.
If you’re interested in downsizing and would like more information about the scheme and how to apply, please contact the Lettings Team at lettingsteam@westlancs.gov.uk

How Mutual Exchange Helps Tenants Move
The Mutual Exchange scheme lets West Lancashire Borough Council tenants swap homes with other tenants, locally or nationally. It’s ideal for those wanting a bigger or smaller property or a new location. Supported by House Exchange, it’s free to use. Downsizing tenants may also be eligible for cash incentives. Email lettingsteam@westlancs.gov.uk or visit houseexchange.org.uk

West Lancs Aims Higher on Recycling
We are already leading the charge when it comes to recycling, with local residents achieving an impressive 44.5 per cent recycling rate in recent years.
But there’s always room for improvement. To make sure your recycling counts, use your blue bin for plastic bottles, pots, tubs and trays, along with glass bottles, jars and metal tins and cans. Your green bin should be reserved for paper and cardboard only.
Keep plastic bags, nappies & other unwanted items out - they’ll stop your bin from being accepted.
For more information, visit westlancs.gov.uk/refuse