Dear Tenants

Happy New Year! I’m pleased to introduce the first  Tenant Newsletter of 2026, which keeps you informed about the work we’re doing to improve housing services across Sandwell.

In this edition you can read about new CCTV cameras coming to high rise blocks, the great work that our Tenant Auditor Group have done on  two services that you told us mattered most to you: Anti-Social Behaviour and Choice Based Lettings. Also in this newsletter: how to get support if you are struggling to pay your rent and what our repairs team have been up to.

Finally, I’d like to encourage you all to save the date and get involved in this year’s Tenant and Leaseholders conference on Saturday 5 September at West Bromwich Albion football club. To get involved in what the conference should include,  you can email us on: Comm_Partnerships@sandwell.gov.uk or call 0121 569 2537 (leave a message and we’ll get back to you).

Remember that this newsletter is for YOU. We want to make sure we are giving you useful information, so do tell us if there is anything you’d like to hear about from us.

Thank you for your support.

Warm regards

Vicki Smith

Councillor Vicki Smith

Cabinet Member for Housing

⚠️ Important Notice: Beware of Scam Phone Calls

We’ve been made aware of a couple of phone calls received by residents that we’d like to make everyone aware of.

A resident in West Bromwich recently reported receiving a call from an unknown number. The caller claimed to be calling on behalf of Sandwell Council and said that bank details were now needed to log repairs and attend properties. The caller did not provide any further details.

We’ve also had a similar report from another resident who was contacted by 0191 716 1112, with the caller saying the same thing.

👉 Please be reassured: We will never ask for your bank details unexpectedly over the phone to log repairs or arrange visits.

What to do if you receive a similar call:

• Do not give out any personal or bank details
• End the call if you feel unsure
• Report the call to us as soon as possible so we can look into it

If you’re ever in doubt about a call, email, or text claiming to be from Sandwell Council, please hang up and call us back directly, using our usual contact details.

Thank you for helping us keep everyone safe.

New CCTV cameras coming to high rise blocks

Sandwell Council is rolling out CCTV and 24-hour concierge services to all high-rise blocks that do not currently receive them. This upgrade will improve building safety by installing monitored CCTV cameras and updating door entry systems, all linked to the Roway Lane control room. Once activated, tenants will benefit from round the clock monitoring, quicker responses to incidents, and a safer, more welcoming environment for residents and visitors.

Total Integrated Solutions (TIS), the contractor appointed to deliver this work, will begin installations block‑by‑block from November 2025, with all upgrades expected to be fully completed by September 2026. TIS operatives will be on site throughout the programme, and tenants will receive advance notice of any works that directly affect their block, as well as notification before services go live.

When the installation in the block is completed, a weekly service charge will be added to your rent. For the period 7 April 2025 to 5 April 2026, this will be £10.96 per week. Service charges are reviewed annually, and tenants will receive 28 days’ written notice of any changes. If you currently pay for door‑entry service, this charge will be removed the day before the new security charge is applied. Leaseholders will receive a pro‑rata charge for the remainder of the financial year, followed by their standard annual bill.

Tenants claiming Universal Credit will need to update their online account with the new service charge once applied. You will need to sign into your online Universal Credit account.

Financial help is available for anyone who may struggle with the increased charges. The Welfare Rights Team can offer free, independent advice on all benefits. Tenants experiencing difficulty paying rent are urged to contact the Rents Team as early as possible so support can be arranged.

If you need any advice, please contact 0121 569 3158.

For more information, please visit the Sandwell Council welfare rights webpage or the resilient residents webpage.

For more information on CCTV and Concierge

Struggling with your rent? We’re here to help

We know that rising utility bills during winter can make money tight, and we want to help you stay on top of your rent. If you’re finding it hard to pay your rent or other important bills, please get in touch as soon as possible,  the sooner you contact us, the more we can do to support you.

Our Income Management team can:

• Help you manage your rent payments, including setting up an affordable repayment plan if you’re behind
• Give advice on budgeting and managing your finances
• Help you access extra financial support for your rent and other priority bills.

You can contact the Income Management team on 0121 737 5148:

Monday to Thursday: 9am – 5.30pm

Friday: 9am – 5pm

Our independent Welfare Rights team can:

• Make sure you’re getting all the benefits you’re entitled to
• Help you fill in benefit forms
• Help you challenge a benefit decision, including representing you at a tribunal.

You can contact the Welfare Rights team by using their contact form.  For more advice and support visit The Welfare Rights Team | Benefits advice | Sandwell Council

Online benefit calculator

• You can also use our new online benefit calculator

Check what benefits you can claim

Try our free online benefits calculator to see what support you might be entitled to. It’s quick, takes about 10 minutes, and all the information you provide is anonymous.

For more information on the support available, please visit www.sandwell.gov.uk/rentfirst

In 2025, members of the Tenant Auditor Group (TAG) focused on two services that tenants have told us matter most to them: Anti-Social Behaviour (ASB) and Choice Based Lettings (CBL).

Anti-Social Behaviour (ASB) As part of our ASB review, we found that reporting forms were often complicated, it wasn’t always clear what counted as ASB, and communication with tenants reporting issues could be improved. We shared a number of suggestions to help make things better, such as simpler online reporting, having named officers, quicker appointments, and clearer information about complaints and appeals. We’re pleased to say these ideas are being listened to and improvements are now being introduced.

Choice Based Lettings (CBL) We also reviewed the housing register and bidding process. While many applicants found it straightforward to register, some told us that unclear instructions led to them submitting the wrong documents, causing delays. TAG recommended clearer guidance, better communication, improved property adverts, and extra support for vulnerable applicants. These recommendations have also been welcomed and are being included in the current service review. We hope applicants will start to see positive changes soon.

Over 100 tenants took part in our surveys, and we’d like to say a big thank you to everyone who shared their views. Your feedback played a vital role in helping us understand what wasn’t working and what needed to change.

These reviews show TAG’s ongoing commitment to helping make housing and ASB services easier to use, fairer, and more responsive for all tenants.

 Last month, our Chief Executive, Shokat Lal, spent time with our Housing Repairs Team to see the work they do and discuss future plans to make repairs better for tenants.

Following the Social Housing Regulator’s C3 judgement in 2024, we know repairs are an area that needs improvement. During his visit, Shokat was able to see the progress already being made and the clear plans in place to deliver a stronger, more reliable service for residents.