Residents

This page provides an overview of the housing management service provided by Pembroke EMB. To find out more about each service, please click on the links below. If you need additional information, please contact us.

Plymouth Community Homes provides the following services:

  • Rent collection
  • Structural repairs and improvements
  • Gas servicing and repair

Tenancy Management

All day to day tenancy issues can be reported to the estate office using the contact us details. The estate office is open weekdays from 8am until 4pm. Help is available for a range of issues including assistance with arranging bulky waste collections, notification of a change in household details, help with completing forms or any other issues. The office staff are always willing to help or find someone who can. The office can be used as a nominated address for parcel deliveries. You can also get online or make use of free printing and photocopying.

Anti Social Behaviour

Anti Social Behaviour (ASB) is, “behaviour by a person which causes, or is likely to cause, harassment, alarm or distress to persons not of the same household as the person.” (Anti–social Behaviour Act 2003). ASB can take many forms ranging from relatively minor and isolated noise to a property being used to deal drugs 24 hours a day.

Pembroke EMB takes a proactive approach to tackling Anti Social Behaviour. We believe an early intervention offers the best chance of resolving any problems quickly, before they are allowed to escalate. We work within the PCH code of practice for resolving ASB, whilst trying to work to resolve issues as quickly as possible. Being on site help the EMB to gather evidence and speak to perpetrators and victims face to face.

Sometimes, an incident reported as ASB might be a simple case of a misunderstanding. For example, a complaint about persistent noise could be easily resolved by making the person aware that the type of shoes they are wearing are causing a noise nuisance. One of the advantages of being based on site is that EMB staff know all residents and can speak to them. Residents know that the EMB will work fairly and objectively to resolve any issues, without unnecessary procedures that can get in the way of resolving issues. For low level issues, we encourage residents to speak to one another as neighbours to see if the issue can be resolved informally. By promoting resident involvement and communication, we find many examples where residents look out for one another. In this connect it is much easier to resolve any minor issues when everyone is working together to make the estate a pleasant place to live. This approach is underlined by the ‘Good Neighbour Agreement’ which was devised in collaboration with residents. All residents sign the agreement when they move onto the estate. It offers some common sense advice on being a considerate neighbour and is useful to refer to on occasions when problems arise.

There are also occasions when a report of ASB cannot be investigated because it is deemed to be acceptable daytime noise, for example a washing machine or vacuum cleaner being used during the day.

For more persistent issues of nuisance, there are various tools available to help resolve the problem. These include diary sheets to log incidents and asking residents to record audio or video clips to provide evidence. Mediation is another option that is available. We also encourage everyone affected by ASB to personally report the incident, rather than relying on other residents to do that on their behalf. PCH subscribe to a service called the noise app where audio clips can be recorded and automatically sent for review.

PEMB have access to the ‘React’ portal where ASB cases are logged and evidence can be added by both PEMB and PCH. In the rare event that a case may go to court for a formal legal intervention, the evidence that is logged on the case can be used in preparation for the court proceedings. The outcome of a court judgement taken to tackle ASB could be one of the following sanctions: https://asbhelp.co.uk/ the-law/

The severity of the ASB will determine who take the lead in resolving the issue. In some cases, where a crime has been committed it will be the Police who take a lead. For other more persistent ASB, the Landlord or City Council will take the lead as they have the power to take legal action. In such circumstances, the EMB will continue to be involved to work with victims and gather evidence.

More information on the ASB statutory guidance can be found by clicking here.

Voids and Lettings

The EMB manages the voids and lettings process. This begins when a tenant gets in touch to let us know they are moving out. 4 weeks notice is required taken from the following Monday. A tenancy termination form needs to be completed. Once formal notice has been received, PEMB will arrange to visit the outgoing tenant to talk through the handover process as set out in the Moving on leaflet. Once the keys have been returned to the estate office, PEMB will then arrange to prepare the flat for re–let which will include repairs, safety checks and servicing. In some cases, redecoration is required, although in many cases PEMB offers a decoration pack to the new tenant instead.

While the flat is being prepared for re–let, PEMB arranges to advertise the property on Devon Home Choice (DHC). This is where all social housing is advertised. DHC is managed by Plymouth City Council. PCH send a shortlist of applicants to PEMB to contact. Shortlisted applicants are those in priority need as determined by the banding they have been awarded from Band A—E.

PEMB have some discretion over who is allocated the property , based on whether the applicant has a local connection to the neighbourhood or has any recent criminal convictions. An applicant who is offered a property will need to provide information to PEMB to confirm their identity and financial circumstances. This information along with their tenancy history and support needs forms the pre tenancy assessment. Based on this information, PEMB will complete the forms and make a recommendation to PCH about the applicants suitability. The final decision rests with PCH.

Once an applicant is approved, a tenancy sign up is arranged at the property when the keys are given to the new tenant along with the Good Neighbour Agreement and the Tenants handbook.

After 4 weeks, PEMB arrange a follow up home visit to confirm everything is ok and to answer any questions. In most cases, any questions have already been answered as residents have the option of contacting the estate office. After a further visit at 6 months, PCH then carry out a review at 9 months when a recommendation is [missing text here].

Repairs

The EMB is the first point of contact for all repairs. Residents have various options for contacting us including online, via facebook messenger, by email, by phone or in person.

All repairs are logged on our database. PEMB aim to complete repairs in half the time that PCH have to complete equivalent repairs across their other properties. This means that PEMB have a target of 10 days for a standard repair and 12 hours for an emergency.

Some repairs are completed in house by our own Repairs worker, while others are referred to trusted local contractors. The EMB is responsible for all repairs except gas boiler issues, electric showers, Tv aerials and door entry repairs, although we will log all repairs and arrange appointments with PCH. This means that in the event of any problems, we are able to chase up outstanding repairs for completion.

For emergency repairs outside of normal office hours, residents can contact PCH on 0808 230 6500. An emergency is classed as a problem that is likely to lead to significant harm to a person or significant property damage if not dealt with immediately.

Pest Control

For any issues with pests in your home, please contact us. Most pests will be dealt with by the approved contractor, but in some cases you will be responsible for arranging suitable treatment in the case of the following:

  • Ants in garden
  • Bedbugs
  • Bees and wasps in the garden or surrounding area
  • Cockroaches
  • Fleas
  • Flies

Grounds Maintenance

One of the noticeable differences on the Pembroke Street estate compared to other inner city estates is the amount of green spaces. Trees are abundant , along with lots of varieties of flowering and evergreen shrubs. There are also lots of communal areas laid to lawn. The EMB is responsible for maintaining these areas. Each year, new flowers and shrubs are introduced bringing fresh colour to the estate. Trees have to be maintained which involves periodic inspection for disease. Some trees have to be reduced in size when they encroach into residents living spaces or when they have damage or disease.

Residents living in ground floor properties have the benefit of their own private garden. The EMB offers a low cost grass cutting service to ensure all residents are supported to keep their gardens looking their best. If any residents don’t maintain their garden, we will try to work with them to come up with an improvement plan. Ulitmately residents can be charged if they fail to maintain their garden to an acceptable standard. In most cases, residents tale a pride in their garden and receive praise from the Royal Horticultutal Society (RHS) who assess Pembroke Street against their ‘It’s Your Neighbourhood’ criteria in the annual awards scheme. Pembroke Street has consistently achieved an award of ‘outstanding’ for the community involvement and standard of planting and maintenance across the estate.

PEMB go further by arranging community planting events when residents can receive free pots and plants for their garden along with advice and tips on keeping their garden in great shape.

Another difference on Pembroke Street is the community art on display throughout the estate. Mosaics and metal railings depict aspects of the Street’s history and were all designed by local residents. The EMB maintains all the artwork across the estate, keeping all painted railings in good order.

Cleaning & Stairwell checks

Communal stairwells are cleaned weekly. This service is valued highly by residents. Cleaning checks are logged along with any items left in the stairwells. Along with emergency lighting checks, the EMB is responsible for making sure stairwells are kept clear of any items that may present a fire hazard or risk obstructing a safe exit from the building in an emergency.

The estate is also regularly swept and litter picked. There are lots of litter bins around the estate. Bulk waste bins are also located outside each block.

Latest News

Mt Wise Neighbourhood Centre

Mt Wise Neighbourhood Centre is now no longer being run by the Pembroke EMB. Zebra Collective have now taken over the building and will be running various community activities and events from there. The Pembroke EMB will be running community events and activities from...

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Awards 4 All

Great news to report. The EMB application for National Lottery funding has been successful. A grant of £19,880 has been awarded to pay for new activities to run from the new Community Rooms. The funding application was submitted after the EMB consulted over what local...

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