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• Your Annual Reports Home / Your Support / Your Documents / Your Annual Reports
• About Us

  We are an award winning not for profit housing association based in County Durham. We offer more than just a home. We help improve the lives of the people living in our homes and in our communities. Read our Plan A, financial statements, annual report, value for money self assessment. Find out our roles and responsibilities.

  Home / About Us
• Annual Report 2023/24

  Welcome to the 2023/24 Annual Report for you, our tenants. I am delighted to be able to share the highlights from what has been a challenging time for us all.

  Home / About Us / Annual Report 2023/24
• Annual Report 2021/22

  Welcome to the 2021/22 annual report for you, our tenants.   We are proud to share highlights of how, despite the incredibly challenging economic conditions we continue to face as we emerge from the pandemic, we have been able to support you.

  Home / About Us / Annual Report 2021/22
• Annual Report 2022/23

  Welcome to the 2022/23 Annual Report for you, our tenants. I am delighted to be able to share the highlights from what has been a challenging time for us all.

  Home / About Us / Annual Report 2022/23
• Report A Repair

  Report and book your repairs and out of hours repairs quickly and easily using our online repairs system, and one of our friendly operatives will visit your home at a time to suit you.

  Home / Your Home / Report A Repair
• Contact Us

  Get in touch by telephone, email and LiveChat and read our helpful frequently asked questions.

  Home / Contact Us
• Annual Report 2020/21 Home / About Us / Annual Report 2020/21
• Anti-Social Behaviour (ASB)

  We want you to feel settled and safe in your home, but we know that sometimes this is not always the case.

  Home / Your Support / Anti-Social Behaviour (ASB)
• Preventing and Tackling Fraud

  We adopt a zero tolerance to fraud, if you suspect someone if committing fraud against us you can report it online.

  Home / Your Support / Preventing and Tackling Fraud
• Local offers

  We worked with over 400 of our tenants to help shape five pledges known as local offers to improve services that are important to them.

  Home / About Us / Local offers
• Performance and Service Improvement Report Home / Customer Feedback and Complaints / Performance and Service Improvement Report
• Report Anti-Social Behaviour

  If you are experiencing anti-social behaviour or wish to report an incident that has occurred, we can help.

  Home / Your Support / Anti-Social Behaviour (ASB) / Report Anti-Social Behaviour
• Home Safety

  We have a legal responsibility to carry out regular gas, fire and asbestos checks to ensure that your home is safe and efficient.

  Home / Your Home / Home Safety
• Your Smoke Alarms

  It's important to make sure your fire alarms are in working order. Find out what you can do to make sure your family is safe in your home and what to do if your alarm stops working

  Home / Your Home / Home Safety / Your Smoke Alarms
• Customer Feedback and Complaints

  You can share your views about Livin to help us improve the services we provide.

  Home / Customer Feedback and Complaints
• Reinventing Homes Report

  We partnered with the CIH and ITN to report on how effective regeneration can transform communities by creating safe, warm, affordable, and sustainable homes, whilst enhancing wellbeing.

  Home / Reinventing Homes Report
• Looking After Your Home

  To apply for permission to alter your home, just get in touch, giving full details of the work you intend to carry out.

  Home / Your Home / Looking After Your Home
• Your Home

  Everything you need to know about reporting your repairs, paying your rent, moving in, looking after your home, ending your tenancy and managing your tenancy online.

  Home / Your Home
• Modern Slavery

  Modern slavery is defined as "... the recruitment, movement, harboring or receiving of children, women or men through the use of force, coercion, abuse of vulnerability, deception or other means for the purpose of exploitation." This encompasses slavery, servitude, forced or compulsory labour and human trafficking.

  Home / Modern Slavery
• Value For Money

  The reports listed below outline how much our services cost, how they compare to other housing associations, how efficiencies are being made and how all of this contributes to providing quality homes, support and vibrant communities.

  Home / About Us / Value For Money
• Moving In

  Our handy Moving In guide will help you to get set up and settled in your new home as quickly and easily as possible.

  Home / Your Home / Moving In
• Managing Waste

  We know that it can bit quite confusing, knowing how different types of waste need to be disposed and who will do it. We've outlined who is responsible for your waste and what you need to do it arrange it being removed.

  Home / Your Home / Managing Waste
• Making A Complaint

  We always try to provide you with an excellent service but recognise that sometimes things can go wrong. We regard your comments as an opportunity to look at if our services are meeting your needs or not.

  Home / Customer Feedback and Complaints / Making A Complaint
• Home Safety Report Criteria Home / Your Home / Home Safety / Home Safety Report Criteria
• Delivering a brilliant customer experience Home / About Us / Annual Report 2020/21 / Delivering a brilliant customer experience
• Transforming Customer Experience and Digital Services

  Providing a brilliant customer experience is in everything that we do, and we are committed to transforming customer services by listening and acting on customer feedback and using customer data to design and deliver modern digital services.

  Home / About Us / Annual Report 2021/22 / Transforming Customer Experience and Digital Services
• Providing Quality Sustainable Homes

  We aim to provide you with safe, warm, high-quality, and sustainable homes.

  Home / About Us / Annual Report 2022/23 / Providing Quality Sustainable Homes
• Types of Damp

  Rising damp, penetrating damp and condensation are the three most common types of damp in residential homes.

  Home / Your Home / Looking After Your Home / Damp and Mould / Types of Damp
• Complaints and Feedback in 2023/24

  We know sometimes things go wrong and when they do, we aim to put them right as quickly as possible and learn from our mistakes so we can do better in the future.

  Home / About Us / Annual Report 2023/24 / Transforming Customer Experience and Digital Services / Complaints and Feedback in 2023/24
• Renting A Home

  We have set out set out both of our responsibilities during your tenancy, what services we’ll provide and what your rights and responsibilities as a tenant are.

  Home / Your Support / Renting A Home
• Jubilee Fields Estate - Local offers

  Following a survey to our tenants to establish what really matters to them about life on the estate, we further engaged with 13 of the 69 responding tenants to help us shape four pledges. These pledges are known as local offers and we will work collectively upon achieving these going forward.

  Home / Your Community / Jubilee Fields Estate, Shildon / Jubilee Fields Estate - Local offers
• Tenancy visits Home / Your Support / Tenancy visits
• Your Documents

  Take a look at some of our guides, policies, leaflets and other helpful documents.

  Home / Your Support / Your Documents
• Getting Involved

  Find out how you can get involved and give feedback to help us improve our services.

  Home / About Us / Getting Involved
• Tenant Satisfaction Measures

  The Regulator for Social Housings (RSH) has introduced a new suite of performance measures that all registered providers and local authorities with housing stock must collect data for from 1 April 2023.

  Home / About Us / Tenant Satisfaction Measures
• Benefits

  Find out more about what support we offer to help you understand benefits and check what you may be entitled too.

  Home / Frequently Asked Questions / Benefits
• Damp and Mould

  If you've noticed patches of mould in your home, we want to hear from you so we can take steps to fix it.

  Home / Your Home / Looking After Your Home / Damp and Mould
• Rent is changing for all tenants

  We follow rules set by the government when we calculate annual changes to your rent.  Our teams can support you to plan for these upcoming changes.

  Home / Your Support / Money Support / Rent is changing for all tenants
• Anti-Social Behaviour Case Review

  The Anti-Social Behaviour Case Review gives you and your community the right to expect action where an ongoing problem is not being addressed.

  Home / Your Support / Anti-Social Behaviour (ASB) / Anti-Social Behaviour Case Review
• Improving your home Home / About Us / Annual Report 2020/21 / Improving your home
• Supporting your tenancy Home / About Us / Annual Report 2020/21 / Supporting your tenancy
• Improving your community Home / About Us / Annual Report 2020/21 / Improving your community
• Building and acquiring new homes Home / About Us / Annual Report 2020/21 / Building and acquiring new homes
• Finance Home / About Us / Annual Report 2020/21 / Finance
• Our sustainability roadmap Home / About Us / Environmental Sustainability / Our sustainability roadmap
• Supporting Sustainable Places

  We aim to support beautiful, sustainable and thriving places that meet your aspirations and nurture a sense of pride and belonging.

  Home / About Us / Annual Report 2023/24 / Supporting Sustainable Places
• How We Treat Damp and Mould Home / Your Home / Looking After Your Home / Damp and Mould / How We Treat Damp and Mould
• Moving into a new build Home / Your Home / Moving In / Moving into a new build
• Western Estate - Local Offers

  In 2021 we engaged with our tenants living on the Western Estate to find out what is important to them. This engagement has allowed us to form Local Offers for the estate which we will be working on with residents and partners until the end of 2024. Collectively we have managed to deliver the following so far.

  Home / Your Community / Newton Aycliffe West Improvements / Western Estate - Local Offers
• Home

  Local housing provider managing and letting over 8,400 homes in County Durham, Spennymoor, Chilton, Ferryhill, Newton Aycliffe, Trimdon, Sedgefield. Provide great homes to rent, regenerating communities and building new homes for tenants.

  Home /
• Your Community

  We work closely with tenants, residents, local community groups and a variety of other partners to build safe and stronger places for people to live, work and play.

  Home / Your Community
• Your Support

  We have a number of support offers to help our tenants live comfortably and feel safe in their homes.

  Home / Your Support
• Accessibility

  We are committed to making sure that as many people as possible can access our website and our services, receiving the same level of service regardless of their individual needs.

  Home / Accessibility
• Keeping you cool in your home

  Temperatures over the coming days are set to be well above average reaching 30 degrees by the middle of next week.  We have some handy tips to keep you and your home cool.

  Home / Keeping you cool in your home
• Newton Aycliffe West Improvements

  Find out more about the Western Estate community regeneration project at Newton Aycliffe.

  Home / Your Community / Newton Aycliffe West Improvements
• Domestic Abuse

  Find out more about the help and services we have available if you or someone you know is a victim of domestic abuse.

  Home / Your Support / Domestic Abuse
• Ways We Listened to and Acted on Your Complaints

  Listening to your feedback and working jointly with you through virtual meetings, one to one sessions and online surveys we have made improvements to our services.

  Home / Customer Feedback and Complaints / Ways We Listened to and Acted on Your Complaints
• Make Things Right: Social housing complaints campaign

  The Government recently launched the ‘Make Things Right’ campaign, which is designed to empower residents in making their voices heard when they have problems with their home and help raise awareness amongst social housing residents for how they can make a complaint.

  Home / Customer Feedback and Complaints / Make Things Right: Social housing complaints campaign
• Other

  View our most frequently asked questions relating to property alterations, anti-social behaviour, right to buy and right to acquire.

  Home / Frequently Asked Questions / Other
• My Livin

  My Livin - Frequently asked questions

  Home / Frequently Asked Questions / My Livin
• My Livin app

  Download the My Livin app now to manage your tenancy from your smartphone. Access exciting new features including trackable repairs, direct messages, live rent account balance information and so much more.

  Home / Contact Us / My Livin app
• Greener Places Grant

  Apply for a grant to help develop a project that could improve greener spaces, develop greener skills, examine greener energy or deliver a greener life.

  Home / Your Community / Community Grants / Greener Places Grant
• Gas Servicing - Keeping You Safe

  The safety of you and your family is our priority. By carrying out a regular gas service, this helps to maintain higher levels of safety, health, money and also identify potential problems which may occur.

  Home / Your Home / Looking After Your Home / Gas Servicing - Keeping You Safe
• Ways We Listened to and Acted on Your Voice

  We use information from satisfaction surveys, data on how services are used and feedback from our InsightXchange sessions to make service improvements that make a real difference. Here is some examples of service improvements your voice has helped us to introduce.

  Home / About Us / Getting Involved / Ways We Listened to and Acted on Your Voice
• Transforming Customer Experience and Digital Services

  Providing a brilliant customer experience is in everything that we do and this strategy sets out how we will transform customer services and business efficiency through listening and acting on customer feedback, using data well and providing modern digital services.

  Home / About Us / Plan A 2022-2025 / Transforming Customer Experience and Digital Services
• Planet A

  We are in a climate emergency - there’s no Planet B! Planet A is our strategy map to a greener future, ensuring we act now to create environmentally sustainable futures for generations to come. Our strategy sets out seven objectives and 17 key actions to deliver over the next three years.

  Home / About Us / Plan A 2022-2025 / Planet A
• Providing Quality Sustainable Homes

  We aim to provide you with safe, warm, high-quality, and sustainable homes.

  Home / About Us / Annual Report 2021/22 / Providing Quality Sustainable Homes
• Building and Acquiring Sustainable Homes

  We aim to build and buy the right new homes in the right locations in our local area to ensure a mix of much needed homes designed to suit a range of needs.

  Home / About Us / Annual Report 2021/22 / Building and Acquiring Sustainable Homes
• Tenant Satisfaction Measures 2024 Home / About Us / Tenant Satisfaction Measures / Tenant Satisfaction Measures 2024
• Supporting Sustainable Tenancies

  We aim to offer services and support so that our tenants are happy, empowered and living in comfortable and manageable homes in sustainable places and we are committed to helping tenants sustain their tenancy.

  Home / About Us / Annual Report 2023/24 / Supporting Sustainable Tenancies
• Building and Acquiring Sustainable Homes

  We aim to build and acquire additional high quality, sustainable homes, which meet the needs and aspirations of tenants, in places where they are proud to live.

  Home / About Us / Annual Report 2023/24 / Building and Acquiring Sustainable Homes
• Benefits and rewards you can expect

  When you join us you can expect a host of competitive benefits and rewards

  Home / About Us / Careers With Us / Hear from our people / Benefits and rewards you can expect
• Getting winter ready

  As the temperature starts to drop, we all start to feel the costly pinch around this time of year with increased energy usage and extra spending. We’re here to support you where we can.

  Home / Your Support / Money Support / Getting winter ready