Tenant newsletter July 2025

This is an opportunity for residents to share any concerns and help us identify problems in their area. As part of the inspection, you will be involved in checking the condition of your neighbourhood, buildings and communal areas. You can advise on issues such as caretaking, litter and fly-tipping, as well as report any repairs required in your neighbourhood. If a problem is identified team members will do their best to put it right. Find out more about how to get involved Folkestone-hythe.gov.uk/neighbourhoodinspection

Meet the Team

We sat down with Rachel Buckley our Neighbourhood Relations Officer to get to know her a little better and find out more about her role in the housing management service.

Your role, Neighbourhood Relations Officer is a new one, could you explain a little bit more about it?

So basically I cover the whole of the district investigating anti-social behaviour cases within F&HDC housing stock. This can involve, for example, reports of abusive behaviour, noise nuisance, fly tipping, drug dealing etc, which I investigate to either evidence or discount the reports and sometimes can result in me taking further enforcement action if absolutely necessary.

What does a typical day involve?

A typical day is hard to describe, as every day is different. It could range from listening to tenants and taking their statement, interviewing alleged perpetrators, installing noise monitoring equipment, preparing court bundles or even just taking a walk around some of the estates, being visible and approachable.

Due to the nature of this role it has to be quite flexible how I manage my time, as emergencies or high risk situations do sometimes crop up, meaning I have to respond to those matters before anything else.

What do you enjoy most about your role?

I most enjoy helping people be able to live peacefully in their homes. Some individuals have been enduring horrible behaviour from others and I like being able to give people the respite that they deserve.

There is nothing more rewarding than seeing through an investigation to the end and making tenants feel happy and safe.

Is there anything else you’d like tenants to know?

I would like tenants to know that if they are struggling with their neighbours or anti-social behaviour in their local area (due to the behaviour of other tenants) thatthere is someone to turn to and I will try my utmost to be able to help them. This isn't always possible in the way they would imagine, but sometimes it's important to know someone is there willing to listen and help.

Repairs

Mears Group was reappointed as your repairs and maintenance contractor starting on 1 April 2025.

This is a 10 year contract.

Key features for tenants

• Real-time communication: stay updated through text messaging
• Resident portal: easily raise jobs, amend, and cancel appointments
• Communal repairs tracking: use QR codes to track progress
• Flexible appointments: scheduled at a time to suit you
• Resident Liaison Officer: dedicated support for complex works and improved face-to-face communication
• Customer satisfaction reviews: regular surveys to gather your feedback
• Local recruitment days: opportunities for local employment
• DIY videos: access YouTube tutorials for repairs which are a tenant responsibility

Mears will also handle work on empty properties to ensure they are ready for new tenants as quickly as possible.

Contact Mears on 0800 028 7010.

Dealing with repairs

Timely repairs are important to make sure tenants feel safe and secure in well-maintained homes.

Contractors have targets for responding to repairs, which vary, depending on the type and severity of repair.

Please note that emergency repairs are those which have the potential to cause danger to someone’s health and safety or cause immediate serious damage and destruction to a property, home or building.

Mears – Repairs & maintenance contractor

Sureserve – heating contractor

Please also note that some repairs are your responsibility as a tenant. You can find out which repairs you are responsible for on our website at folkestone-hythe.gov.uk/council-repairs.

Reporting repairs

For day-to-day household repairs:

• Log online via Housing Online our MyAccount platform on the council tenant section of the dashboard (see page 11)
• Call Mears on freephone 0800 028 7010 For gas, hot water or central heating repairs:
• Call Sureserve on freephone 0800 987 4034
• If you have an air source heat pump, please call 01303 853300
• If you smell gas, please call the National Gas Emergency number on freephone 0800 111 999