Double Tops in maths Page 10
Don’t miss... Christmas opening times
Winter Tips for you
GREAT GARDENERS
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1 View available properties to rent at www.housingpendle.co.uk
Welcome to your winter magazine At this time of year we tend to reflect back to see what has changed. Without question, a huge change for the Group has been the improvements we have made to our digital services. Our new websites and apps were launched in the summer of 2015 and have gone from strength to strength throughout the year. We have well over 8,000 people managing their tenancies online, whenever and wherever they choose. If you are lucky enough to get a new tablet or smartphone this Christmas please don’t forget to download our app and make ordering your repairs or checking your rent balance easier for you. It’s also important that we prepare ourselves and our homes for winter, so we have included some winter tips in your magazine to try and help. I would like to take this opportunity to wish you and your family a happy Christmas and a peaceful New Year.
Steve Close Group Chief Executive
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Our services over Christmas Please note our office opening and closing times over the festive period: Friday 23 December
9am - 5pm
Monday 26 December (Boxing Day)
Closed
Tuesday 27 December
Closed
Wednesday 28 December Closed Thursday 29 December
Telephone service only
Friday 30 December
Closed
Monday 2 January 2017
Closed
Tuesday 3 January 2017
Open as usual
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Even though our offices are closed, you’re still able to access our services fully via our website and app. Either log onto the website (address on front cover) or download our app from the Apple Store or the Google Play Store. Please note, the website self service portal will not be available on 26 and 27 December due to maintenance work.
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We also have an automated telephone payment service to help you keep your rent account up to date, check your balance and make payments 24/7.
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On Thursday 29 December our phone lines will be open as usual even though the offices will be closed, which means you can speak to someone if you have a housing query.
Routine repairs Over Christmas, we will be carrying out priority repairs only – all you need to do is call your usual Customer Service Centre. Please bear in mind that the run up to Christmas is very busy, so it may not be possible to complete routine repairs until we re-open, but don’t worry we will get to you as soon as we can in the New Year.
What’s a priority repair? You should call us if a repair causes a serious risk to you, your family, neighbours or property. For example: • Burst pipes or tanks. • Blocked drains. • Total electricity failure (but check the fuse box/ consumer unit first to see if it has just ‘tripped out’ – if so, flick the switch to reset, and make sure you have credit if you have a prepayment meter). • Making your home safe following a break-in, storm, flood or fire damage. Please think before calling us as we may need to charge you if your repair is not a genuine priority. All priority repairs must be reported by phoning your usual Customer Service Centre number. Please do not use any other method. From all of us, may we wish you a very Merry Christmas and a Happy New Year.
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Winter tips for you and your home Burst pipe problems 1. When the temperature drops, keep your pipes warm. Set your thermostat to between 18oC and 22oC during the day. Lower at night. 2. Locate your stopcock so you know where to turn the water off in the event of a burst. 3. If you do spring a leak, turn off the heating system and turn the water off. Empty the pipes by running the cold water and flushing the toilet.
Mould or damp distress Unfortunately we are unable to get rid of condensation for you, however if you follow these tips it will help to keep it to a minimum. •
Open windows slightly when bathing, showering or cooking. Always use the extractor fan if you have one.
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Keep pan lids on to keep steam in.
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Dry clothes on an airer in a room with the window open. Don’t dry them over radiators.
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Keep furniture away from radiators to allow heat to circulate.
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Wipe morning condensation from windows or walls to prevent mould forming.
Annual Gas Safety Check Carbon monoxide is highly poisonous Keep you, your family and your neighbours safe by making sure you’re in for your annual gas safety check!
Christmas shop safely Christmas can be an opportunity for burglars and pick pockets to crawl out of the woodwork. Follow these tips as you prepare for your Christmas celebrations. •
To make sure we don’t have any unnecessary callouts to your home because the central heating isn’t working, please check the following before you make that call:
Make sure young children know what to do if they lose you in a busy shopping area. Agree a meeting point with children in case you get separated.
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If parking in a multi-storey car park, choose a well-lit space as close to the exit as possible and away from pillars. Reverse into position.
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The time clock is switched on.
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Room thermostat is turned up.
Don’t leave presents on show in a parked car, as they could tempt thieves.
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Thermostatic radiator valves are turned on.
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Gas credit is available.
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Boiler is switched on for heating and hot water.
Be aware of your surroundings, especially in busy shops and crowded streets where thieves and pickpockets may well be operating. Zip up your handbags and pockets if you can.
Central heating advice
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Caring for your home Earlier this year we featured our repairs service and our responsibility for keeping your home comfortable, warm and safe. We explained that tenants are responsible for doing small repairs. Tenants are also expected to pay for work that isn’t the result of normal wear and tear, for example lost keys, fitting replacement internal doors, replacing glass to windows and for clearing pipes and drains blocked by inappropriate items. A full list of tenant responsible repairs is available on our website. The good news is that the number of repairs requested is down and we can use any money saved to carry out genuine repairs and improvements. Even better, this way of working is helping tenants to look after their own homes. It’s also helped us to identify vulnerable tenants who are struggling to maintain their tenancy, so support can be provided.
Service reviews It’s good practice that we continue to review our services to improve overall effectiveness and efficiency. In December 2015, resident representatives reviewed service standards associated with repairs and maintenance. Residents from across the Group identified several differences in the services offered by each association. They requested that a consistent level of service should be provided across the Group, where possible. As a result, we will no longer consider certain repair requests. Any changes won’t compromise our obligations as a fair and responsible landlord, and many tenants won’t notice any changes in the service. Examples of work that will no longer be done are: fixing a toilet seat, replacing a washing line, a shower curtain or a plug and chain on a sink. A comprehensive list can be found in the tenant responsible repairs section of our website.
Service improvements We have introduced text messaging appointment reminders for repairs that should be completed within 28 days and for all gas servicing work. These reminders are helping to reduce the cost of missed appointments. Last year, £500,000 was wasted because technicians weren’t able to access properties to do repairs. In early 2017, new videos produced by our repairs teams will be available online. These will provide helpful advice on how to do simple repairs and look after your home, for example how to replace a sink plug and chain, manage condensation and avoid blocking a toilet. We will also improve access to our procedures and policies by making them available on our website. By early March, we will use text messaging to help test how satisfied tenants are with our repairs service.
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Improving our services What a difference a year makes. That’s how long the restructured Together Scrutiny Groups have been taking an in-depth look at some of our services to make sure they deliver what they promise and how they can be improved. At a celebration event held recently, the Scrutiny Group members reviewed all the contributions they had made to Together Housing Group over the past 12 months and discussed continuing to check and challenge how Together Housing delivers services. Over the past year, we’ve undergone a digital revolution as our suite of websites were completely overhauled to create self-service sites and mobile apps to allow customers to manage their tenancies where and when they like. Our scrutineers and other customers have helped to ensure they were fit for purpose. And what a success they’ve been as over 8000 customers have already signed up.
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The members have also scrutinised the considerable donations made by the Newground Together charity over the last few years. They were delighted with the impact and range of community projects that have benefitted from the £1.7 million of THG donations and the £2.2million of match funding. On the back of this, the members have made recommendations to ensure any future donations also have the maximum impact. The Scrutiny Group also looked at our services to vulnerable people and recommended improved, consistent recording methods and that measures be put in place to make sure appropriate funding is targeted at those who need it most. A big thank you to our 27 customer volunteers for all of their hard work and commitment to scrutiny over the past year and here’s to another good year in 2017.
Local Panels are making a difference Join your Local Panel We are always looking for new recruits to join our Local Panels. Whether you are a tenant or leaseholder of Together Housing, you could be ideal for one of our Local Panels. The Local Panel is a group of people with different skills who meet four times a year to help monitor performance of local services. You can help improve the quality of services like repairs, environmental services, and customer services. We will make travel arrangements and cover your expenses, and will also provide training opportunities so that you can develop new skills. To join your Local Panel, please call your Customer Service Centre or email enquiries@togetherhousing.co.uk
And our survey said...
86%
of tenants and residents across the whole Together Housing Group, are satisfied with the service provided by their landlord!
Thank you to everyone who returned the Survey of Tenants and Residents (STAR survey). This satisfaction survey was done by an independent research company. It was posted to a random selection of general tenants, and to all sheltered/supported tenants, leaseholders and shared owners. Your views are very important to us. Feedback from tenants and residents help us to improve our services and to see how we’re doing compared with other housing associations. We’re now putting plans into action to do more work on the services you told us we need to improve.
Disability Equality and Awareness training As part of their new roles, residents who are already involved with the Local Panels attended a course dedicated to focusing on equality and diversity. The course was run by HearFirst, specialists in disability training, and looked at incorporating fairness into actions and decisions, as well as understanding discrimination. All of the Local Panel members who attended said they would be able to use what they learned and that the training would be of benefit to other groups and activities they are involved with.
91% said that the training had given them
a better level of competence, and that the course had helped them to increase knowledge, understanding and skills.
88%
are satisfied with the quality of their home.
87%
are satisfied with their neighbourhood as a place to live.
83%
are satisfied that their rent provides value for money.
72%
are satisfied that their service charge provides value for money.
69%
are satisfied that their landlord listens to views and acts on them.
84%
are satisfied with the way their landlord deals with repairs and maintenance.
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new home happiness
Pip, pip hooray
Heron Place in Rawtenstall is now officially open! The £1.6million development on Burnley Road is made up of six apartments and is the latest to be developed as part of the Rawtenstall masterplan by the Rossendale Together Barnfield (RTB) Partnership. New residents, Roland and Barbara Norman (pictured below) were presented with flowers and chocolates by the RTB Board following a tour around their lovely home.
To celebrate National Apple day the Community Garden Makers Team helped the residents of Pendle learn some core skills about apples! The team, who are part of Newground Together, used apples from the Hodge House allotments to make fresh apple juice using the press and provide tasty recipes and advice about healthy eating.
People power brings allotment back to life Greensleeves Community Allotment in Shadsworth has been brought back to life thanks to the hard work of Twin Valley Homes, Newground’s ReachOut, Blackburn with Darwen Council and St Mary’s College, along with members of the community. Now the allotment is back in bloom, it will be used to hold classes, gardening clubs and teach children and families the benefits of a healthy diet using home-grown fresh fruit and vegetables.
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If you are interested in getting involved in gardening, cooking or natural crafts with the Community Garden Makers team, please contact su.glen@newground.co.uk or call 07525 991585.
Woodland Wonders A Rawtenstall school will provide its pupils with some Woodland Wonders, thanks to a £80,000 project which was officially opened by the Mayor of Rossendale Councillor Granville Morris. Cribden House School has developed a Forest School for their pupils with special educational needs to learn in a safe, outdoor environment allowing them to enjoy nature, learn new skills, find peace and quiet, as well as enjoying the company of others and gain valuable life and social skills. Funding from the school, Newground Together and the Thomas Cook Children’s Charity have allowed them to hire environmental specialists Newground to create a Woodland Wonder for the community to enjoy as well as the pupils.
Charity capers
Leaf it to Reachout
Together Housing Group staff and tenants raised their cups and cupcakes to support Macmillan for the world’s biggest coffee morning.
Reachout staff, the council’s Neighbourhood team and local children from Darwen’s St. James’ Estate helped to clean up their neighbourhood. With litter pickers and bags in hand, a whopping 11 bags were filled during the community clean-up. Even Councillor Judith Oates made an appearance to lend a hand.
In Darwen, Willow Gardens tenant Maurice Rogers (below) raised cash be having his legs waxed! He and his fellow tenants also enjoyed a pie and pea lunch and a raffle to raise an incredible £1100 for the charity.
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Fun at Brindley Mews
New tenants and guests celebrated with a huge street party to mark the official opening of the 28 home development, Hope Mill in Barnoldswick. The new properties, a mix of rental and shared ownership, sit on the banks of the Leeds-Liverpool canal. The party gave the new neighbours and their guests the chance to meet each other.
Double tops in maths [Cover photo] Our resident darts champion Scott Waites popped into a Blackburn primary school to help pupils become the double tops in maths. The two-time BDO Darts champion took part in a special assembly at Intack Primary School where the children got a chance to ask the champ some questions about his career on the darts circuit.
Volunteers needed Are you over the age of 60? If so, Newcastle University are inviting you to take part in a special study to look at your health and worry issues, and to see what meaningful, personal activities you are involved in. It’s quick and easy to take part and only involves filling out some questionnaires online, which takes about 25 to 30 minutes. All your responses will be stored confidentially. If you can help with this study or would like more information, please email the lead researcher before 15 January 2017. Email Anna Hodgson: worry65plus@ncl.ac.uk
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The Repairs Inspector showed the children how he uses maths in his matches and helped them brush up on their darts skills by using special soft-tipped darts. This visit was all part of our commitment to investing in the communities we work in. “There’s an obvious connection between darts and maths so I’m hoping the children enjoyed a very different kind of lesson. We do a lot of work in the community to help people meet their potential. Darts is used as a maths resource very successfully in other parts of the world. It’s a fun way to learn and there might be a budding world champion among them in the future” said Scott. Cover photo: Scott Waites pictured with one of the pupils at Intack Primary School.
Great gardeners 2016
Barnoldswick tenant, Marion Reape was the star of the show at Housing Pendle’s 2016 Garden Competition. Marion scooped the top prizes in the Best Pots and Containers and Best Front Garden categories at the awards ceremony at the Ace Centre in Nelson. Colne tenant, Bernadette Storey also celebrated success as she scooped second place in all categories. Thank you to everyone who took part in the competition and congratulations to our winners.
Best Pots and Containers 1. Marion Reape, Barnoldswick 2. Bernadette Storey, Colne 3. Samina Begum, Nelson
Time Out proves a great success A scheme to help Pendle families increase their life opportunities has received ÂŁ13,720 funding from Newground Together. The Time Out for Families and Children Project has run an after school club for the past year, providing a hot meal and fun activities in Nelson and Colne, as well as providing help and support to parents and families. As well as a chance to try out new food and cooking meals on a budget, exercise and team building activities are also on offer to raise self-esteem and confidence.
Best Front Garden 1. Marion Reape, Barnoldswick 2. Bernadette Storey, Colne 3. Peter and Pauline Coventry, Earby
Best Back Garden 1. Eileen Walls, Barrowford 2. Bernadette Storey, Colne 3. Deborah Preston Colne
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