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Welcome to the winter 2013 edition of news&views. In this edition, you’ll find lots of news, useful information and several competitions for you to enter. Thank you to all the residents who helped us put this edition of news&views together.
Annual Review for you! In October you received a copy of our 2012/13 Annual Review. Residents were involved in its creation every step of the way. View it online at: www.amicushorizon.org.uk/currentannualreview
Why not join us and help
Welfare update If you’re affected by the welfare reforms, we’re here to help. Contact our Financial Inclusion Team today. You can also find advice on our website: www.amicushorizon.org. uk/benefits Look out for Benefit Matters, our welfare reform newsletter, in January 2014.
Benefit matters
Spring / Summer’13
Sit back…rela x…
and pop in a DV D!
make next year’s review
Your annual rev iew 2012-2013
even better?
We’re holding an Annual Review workshop on 8 February 2014. If you’d like to be involved please call the Communications Team or email: comms@amicushorizon.org.uk
Celebrating our neig hb
o ur h
oods and comm unitie s
Ok, it might not be as exciting as the latest James Bond or likely to win an Oscar any time soon…but it will keep you up to date with welfare benefit reform. We want every AmicusHorizon customer to be clear about the changes and how they might affect you. The DVD explains the reforms and also highlights how we’ve helped individual customers (we’ve used actors for this but the events are real). We hope you find it useful. Feel free to share it with family and friends. Please let us know what you think of the DVD. You can email us at; contactus@amicushorizon.org.uk
AH Annual Review
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Tel: 0800 121 60 60* or 01795 434 606** Web: www.amicushorizon.org.uk Email: contactus@amicushorizon.org.uk Search for AmicusHorizon 1578 - Benefit Matters March'13 plus DVD A3v14 single pages.indd 1
Telephone options
Tell your story...
If you need to speak to us, our award winning Response Team is on hand to take your call. The number to ring is 0800 121 60 60* or 01795 434 606**. We’ve recently updated our telephone options:
We’re looking for residents who’d be happy to share the story of how they’ve been affected by the welfare reforms. We hope to then publish some of these real life experiences of individuals and families living in our homes. Contact the Communications Team or email: comms@ amicushorizon.org.uk
n Press 1 – To pay your rent or talk to our Income Team n Press 2 - To report repairs n Press 3 – For housing management, tenancy or lettings enquiries n Press 4 – For sales and services.
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Your AmicusHorizon
Sign your new tenancy conditions today! In November some of you received your new tenancy conditions from us. If you haven’t already done so, please make sure you sign and send the agreement back to us by 14 December 2013. Alternatively, you can sign online at: www.amicushorizon.org.uk/yourview Everyone who signs and returns their form by 14 December will be entered into a prize draw to win an amazing £250! We’ll pick eight winners coming from all three regions; Kent, Sussex and London & Surrey.
Putting it right… We want to give you a brilliant service at all times. Bu t occasionally things go wrong. If you’re unhappy with our service we’ll aim to pu t things right quickly. Our com plaints resolution procedure has three stages: Stage 1 - A lead officer will spend time looking at your co mplaint. They’ll work with you to find a solution within 10 work ing days. We’ll do all we can to re solve issues at this stage. Stage 2 - If we’re unab le to find a solution, we can offe r you a review. A senior manag er will review your complaint. They’ll send a full written resp onse within 10 working days.
If you’ve got any questions about the new tenancy conditions, please give us a call on 0800 032 6219. Assured Tenan cy Please note, Agreement residents in Casa Support or Housing for Older People schemes will not receive the form as the new tenancy conditions don’t apply to them. Assured Tenanc
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Stage 3 – We’ll invite m embers of the resident Area Pane ls to take part in a Complaints Re view Panel with you. They’ll look at your complaint and how we tried to put it right. They may sugg est further actions for us to take. If we’re unable to reso lve your case you can contact th e Housing Ombudsman for a revie w. To do this you’ll need to ask one of the following to refer your case: n A Member of Parlia ment (MP) n A local Councillor n A tenant panel. To find out more and do wnload our full ‘Putting it right’ document, visit: www.amicushorizon.o rg.uk/ complaints
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0300 123 6010 croydonsurreyap@amicushorizon.org.uk
Eamonn O’Kane
Rosie Ley
All change! Croydon and Surrey was the only Area Panel to hold a full election, with four residents standing for one resident member vacancy. Around 200 residents voted and former Board member Rosie Ley, was elected to fill the vacancy. The panel chose Winniefred Carneiro as an additional member. Chris Crossdale, a member of the Croydon Council scrutiny panel, also joined as an independent member. Eamonn O’Kane stepped down as Chair and was thanked by the panel for his contribution. He’ll stay on as a resident panel member. The panel chose Rosie Ley as their new Chair. Janette Bryan stayed on as Vice Chair. There are two additional member vacancies on the panel. If you’d like to get involved, contact us to find out more.
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AmicusHorizon graffiti art
Art attack! This fabulous art work was produced during a community day at Christie Drive. The event provided residents with a chance to meet AmicusHorizon staff and other neighbours. Budding young artists were able to get creative as a giant board with the words ‘AmicusHorizon’ was spray painted.
Giant Jenga! Lots of families enjoyed a community fun day in Mann Close, Croydon. The event included a barbecue, bouncy castle, graffiti arts, sport, a giant Jenga game and arts and crafts. Sara Weller, Neighbourhood Manager, said: "It was a brilliant day! It's so good to see residents getting involved and having their say on how we can improve our services. The weather was nice and it was good that the rain didn't come until after the event!"
Arts and crafts at Mann Close Fun Day
- 0800 121 60 60* or 01795 434 606** - contactus@amicushorizon.org.uk - www.amicushorizon.org.uk
Making candy floss
Sweet success A candy floss machine proved popular at a community fun day in Papermill Close, Carshalton! The free family event also included tug of war, games and graffiti arts. A total of 22 surveys were collected at the event, which will go towards improving the service we deliver to residents. Althea Callum, Resident Involvement Officer, added: "It was great to see the community coming together."
One young resident enjoying the day!
Interested in Local Improvement Fund mystery shopping? We've £20,000 available for your local Area Panel to We’re looking for residents to help mystery shop our services. You can mystery shop in a variety of ways – telephone calls, emails, office visits or by post. We’ll provide full training, including scenarios and guidance on marking the service you receive. Contact the Resident Involvement Team for more information.
improve your neighbourhood. This is called the Local Improvement Fund. If you've got an idea to improve your local area then get in touch. Perhaps you'd like to see a bit of disused land tidied up and turned into a garden. Or maybe you've ideas on how to make your neighbourhood safer. Contact your local Area Panel using the details at the top of the page or visit our website: www.amicushorizon.org.uk/LIF
Date for your diary The next Area Panel meeting is on Wednesday 29 January 2014 from 6.30pm at Grosvenor House. Please join us.
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London South East 0300 123 6010 southeastlondon@amicushorizon.org.uk Area Panel
Free micro chipping TagDog and Battersea Dogs & Cats Home are offering a FREE micro chipping service for dogs. The session will take place on 22 January 2014 at Queens Community Centre, 1 Turner Crescent, Croydon CR0 2NP from 5pm - 8pm. Right: Paul Hackett chats to a resident
Party in Robinia Close! A brilliant fun day attracted around 100 people to a street in Anerley. There was a party atmosphere in Robinia Close as residents and staff joined forces for the community event. Paul Hackett, Chief Executive of AmicusHorizon, also attended the event and got the chance to hear feedback from residents on how the organisation is performing. Paul said: "It's important I regularly meet residents face to face to hear what they've got to say about our services and how we can improve. We're aiming to be the number one housing association in the country and we can only achieve this if we listen to our residents."
This event is open to ALL residents across Croydon, South West and South East London. Dee McIntosh, Battersea Dogs & Cats Home said: “Micro chipping is the only permanent way of identifying your pet, and ensures any lost animal can be reunited with its owner.’ We'll also have our dog trainer on hand to answer any questions. Please contact Briony Streets to register your interest.
Children were kept entertained with a bouncy castle, face painting, arts and crafts and games and sports. Music was provided by steel pan band Endurance. Resident Glen Cady added: "It's great that residents and staff can work together to shape, develop and improve services."
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- 0800 121 60 60* or 01795 434 606** - contactus@amicushorizon.org.uk - www.amicushorizon.org.uk
Hot off the press! Congratulations to Jaden Cameron who’s been named Tenant Champion at the 24housing Awards! The judges were impressed with how the determined 18 year old has made a real difference to peoples’ lives in his local community.
Area Panel update Catherine Gabriel-Lovell was chosen as a full resident member of the panel, after being involved since January 2013. The panel also chose new independent member John Hoarey, who brings a knowledge of law and complaint handling. Glen Cady stepped down as Chair after two years and was thanked for his dedication to improving AmicusHorizon services. He stays on the panel as a resident member. Glen handed over to new Chair Melanie Johnson. There are two resident member vacancies on the panel. If you’d like to get involved, contact the Governance Team to find out more.
New Chair, Melanie Johnson with previous Chair, Glen Cady
Date for your diary The next Area Panel meeting is 6 February 2014 from 6.30pm at Grosvenor House. Please join us.
Get Motiv8-ed! Motiv8 Lewisham can help you reach your career goal with. Why not sign up for employment support and guidance? You’ll be able to access CV writing workshops, application support, advance
job search, mock interviews and one-to-one mentoring. And Motiv8+ brings you support in starting your business at your own speed. For more information about Motiv8 Lewisham and Motiv8+ contact Tom Arkle Project Officer.
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London South West 0300 123 6010 southwestlondonap@amicushorizon.org.uk Area Panel
Tulse Hill’s got talent! Young people in Saxonfield Close took part in a concert and proved Tulse Hill has got talent! The young people, aged between five and 14, each received a Discover Arts Award for taking part in the scheme. The five day course taught the children about musical instruments and how to work as a team. They closed the course with an outdoor concert in Saxonfield Close, showcasing their talents with singing, dancing and playing musical instruments.
Hifzul Khahir, Youth Worker in Community Development, said: "It was great to see these young people learn so much." An impressive 69 young residents in London and Surrey have received a Discover Arts Award this summer.
Meeting meerkats
World music and dance in Stockwell!
Children from the Saxonfield Homework Club enjoyed some exciting adventures over the summer holidays this year. Activities included:
World music and dance attracted 300 people to Lansdowne Green’s International Day. The free event celebrated the different cultures and communities in and around Lansdowne Green.
� Sight-seeing in London
This included the Endurance Steel Orchestra, East African Dance Troupe, Bollywood dancers, African drummers and 17-year-old street dancer, Cecil Jee. There was a chance for people to taste different foods from around the world. Other activities included hair plaiting, henna tattooing, arts and crafts, and lots more.
� Building dens in the woods at Ashtead � Meeting meerkats and monkeys at Battersea Park Zoo � Learning about swimming safely at Littlehampton beach. The outings helped develop teamwork, raised self-esteem and increased awareness of keeping safe.
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Youngsters showed their musical skills
Enjoying arts and crafts!
New family centre The Lansdowne Green Family Centre was launched earlier this year. The centre is being used for a new community project called Lansdowne Green Jobs Club. Its aim is to help residents and the local community get back into work.
Kola and Hizful
- 0800 121 60 60* or 01795 434 606** - contactus@amicushorizon.org.uk - www.amicushorizon.org.uk
Monica Barnes
Paul de Bernier
Area Panel update The London South West Area Panel held their annual meeting on 12 September. The evening started with a “bring your own dish” event. Members sampled the different food on offer and enjoyed a great team-building opportunity. Residents served up traditional foods
Older People’s Day celebration Older People’s Day was celebrated in style in Streatham with dazzling dance displays and home cooked food from East Africa. The event was held at Wavel Court, an older people’s housing scheme, on 1 October. Over 30 people attended the celebration, which was organised in partnership with Wavel Court Residents’ Association. Entertainment included traditional dances and music from Ethiopia, Eritrea, Somalia and Uganda. Older People’s Day coincides with the United Nations’ International Day of Older Persons and is celebrated annually on 1 October. It aims to recognise the contribution that older people make to society and tackle negative attitudes and stereotypes.
It was all change as the panel voted for a new Chair and Vice Chair. After a three year term as Chair, Monica Barnes handed over to new Chair Paul de Bernier. Monica continues to be a valued member of the panel, after her hard work as Chair. The panel chose Kola Ajao as their new Vice Chair. The panel also welcomed street property resident Dawna Hewitt as an additional member. They had been looking to recruit a street property resident for some time and this appointment helps the panel be more representative. There are two additional member vacancies on the panel. If you’d like to get involved, contact Resident Governance Officer, Laura Bradley.
Date for your diary
Our next meeting is Thursday 23 January 2014 from 6.30pm at Grosvenor House.
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Our performance in London and Surrey
Repairs
Performance indicator Satisfaction with how long it took to complete a repair (average score out of 10) % Repair satisfaction
April – August 2013
Our target
8.75
8.9
98.59%
98%
Target met?
Just under 99% of residents were satisfied with their repairs, beating our target. Satisfaction with how long it took to complete a repair was just under our target. We’re working with our contractors to improve the length of time it takes to complete a repair. Lettings
Performance indicator
April – August 2013
Our target
Average time to re-let homes – general needs
10.67 days
14 days
Target met?
On average we took just under 11 days to relet homes. This means less homes standing empty and an increase in income to improve our services. Income
Performance indicator
August 2013
Target to end of August
% rent arrears – general needs
5.85%
6.07%
Target met?
A big ‘thank you’ to everyone who paid their rent on time. We want to do even better so we can use the money to improve our services and homes. If you’re struggling to pay your rent please contact our Income Officers. They can help you. Anti social behaviour (ASB)
Performance indicator
April – August 2013
Our target
Satisfaction with handling of anti social behaviour
85.71%
93%
Target met?
This year, just over 85% of residents said they were satisfied with how we handled their ASB case, this is below our target. Our London ASB Team are reviewing comments from residents to address any recurring issues. We’ll contact residents in person or over the phone to gather feedback. We’re also working with the Chartered Institute for Housing to improve our case management. Our ASB Teams are here to help so please get in touch if you need them.
10 - 0800 121 60 60* or 01795 434 606** - contactus@amicushorizon.org.uk - www.amicushorizon.org.uk
The happening
Here’s what’s happening for young people around London and Surrey...
The fantastic four! We’re pleased to tell you that four members of our Regional Youth Forum have started a new chapter in their lives. Gabby, the youngest member, has reached the milestone of starting secondary school. Rhia has gained a place at St Francis Xavier’s 6th Form College having achieved 14 GCSEs! Our two remaining girls Tia and Shanice did extremely well in their A-level exams. Tia has relocated to Portsmouth University to study Criminology & Forensic Studies. Shanice has taken a place at Hertfordshire University to study Business & Event Management. We wish them every success at this next exciting stage of their lives. Well done girls!!
Homework club Do you need some extra help with your homework? Would you like to study and meet new friends? Come to our Homework Club every Tuesday and Thursday from 5.00pm to 6.30pm. It’s held at 19 Christie Drive, Croydon. It’s free! Staff are on hand to help you We’ve new computers to help you study You can learn new languages. For more information please contact Althea Callum, Resident Involvement Officer.
News from Demi-Jade Last year Demi-Jade won the ‘Young Tenant of the Year award’. “Since I won the award I've felt very confident in myself and where I live. I’ve recently been giving some ideas to AmicusHorizon. I’d just like to thank them for everything that's happened to me in the last few years. I’ve really enjoyed being part of the youth forum. We’ve done loads of things that I think young people would really enjoy.” Sky community channel - 539 Virgin community channel - 233 Smartphone - My Landlord app
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Your Home
Repairs service improvements – BIG and small Did you know you can request: Mrs and Mrs White with Rick the Handyman
Handyperson help This year we launched three new ‘added value’ services to give you extra help in your home. The services are for older adults (over 65) and those on Disability Living Allowance/ Personal Independence Payment who don't have anyone else at home who can help. To be eligible residents need to: � Have a clear rent account � Be aged 65 and over, OR � Be in receipt of Disability Living Allowance or Personal Independence Payment � AND not sharing their home with anybody under 65, adult and non disabled. A couple aged 65 or over are eligible. Mr and Mrs White of Merrymead signed up for our decorating service to have their hallway painted. Under the scheme, we’ll decorate one room every three years. Mrs White supplied the paint and our handyman “Rick” supplied the labour. Mr White said: “It was so nice to have someone who knew what he was doing.” Could you benefit from our decorating, gardening or handyperson service? For some of the services you can split the costs with your neighbours. For more information contact us or visit our website for more details: www.amicushorzion.org.uk/addedvalue
� A phone call if it's likely to be dark when our repair operative will get to you � A Wednesday evening appointment if you need it? And we’re making lots of improvements to the way we work. Using the latest mobile technology means we can save time and reduce work. It also means our staff will have all the latest information about your home and repair work at their fingertips. This all goes towards creating a more efficient service for you! This year our Response Team received special training to help them deal with your repair issues. Our London repair partner, Morrisons, ran a ‘common defects’ training course. This will help us get to the bottom of your repair problems faster and with greater technical understanding.
Remember – all our staff and contractors carry identity badges. If they don’t show you it, don’t let them into your home.
12 - 0800 121 60 60* or 01795 434 606** - contactus@amicushorizon.org.uk - www.amicushorizon.org.uk
Repairs and Maintenance Panel (RAMP)
Cold weather payments Our Repairs and Maintenance Panel (RAMP) members are a caring bunch. With the cold, dark nights well and truly with us and fuel bills on the rise, they want to make sure you’re getting all the help you’re entitled to. This year’s Cold Weather Payment scheme started on 1 November 2013. Payments are made when your local temperature drops below zero degrees (freezing) for seven days in a row. You’ll get a payment of £25 for each seven day period of very cold weather between 1 November and 31 March. You don’t need to apply. If you’re eligible you’ll automatically receive it.
You’ll get it if you receive any of the following benefits: Pension Credit, Income Support, Job Seekers Allowance, Employment and Support Allowance, Universal Credit. Not sure you’re eligible? Contact your Financial Inclusion Officer for more information or check online at: www.gov.uk/cold-weather-payment/eligibility
Seasonal safety tips from RAMP If you’ve old Christmas lights, consider buying new ones which meet higher safety standards Keep lights switched off until the tree is decorated Don’t let children play with fairy lights Remember to switch off lights when going out of the house or to bed Keep decorations and cards away from fires and heat sources such as light fittings Don’t leave burning candles unattended, make sure you put them out before going to bed
If you’re trying out new gadgets or appliances make sure you read instructions Falls are the most common accident so try to keep clutter to a minimum. Make sure stairs are free from obstacles!
Stay safe and have fun! ‘Merry Christmas’ from RAMP!
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Your services
Save energy, save money Here’s what we’re doing to help you keep warm and reduce your energy bills:
Giving Something Back Casa Support’s Estates House, is an independent living scheme for people with learning difficulties. Michelle and Jason moved to Estates House in 2011. Previously Jason had lived with his parents and Michelle lived in a residential setting. Jason and Michelle hadn’t met before moving to the scheme but this soon changed. Michelle offered Jason support and friendship, regularly checking if he was ok. After a year, the couple decided they wanted to live together, so with staff support they started to search for a suitable home. Casa staff also supported Michelle to set up a bank account so the couple had money to furnish their property. In December 2012 Jason and Michelle were offered a 1 bed flat. The flat was very basic and the couple felt they were starting from scratch. The living room was due to be decorated by a local man, but after being paid he left the room unfinished. Jason felt the flat didn’t feel like home. So Estates House staff, Pat, Maureen and Sam stepped in. They redecorated the living room as a ‘Casa Support, giving something back project’. They also advised the couple about buying furniture and arranged white goods for their property. For six weeks following the move, Pat and Maureen continued to support the couple to ensure they settled in. Since moving to their own property Michelle and Jason volunteer in the community and have recently been on holidays, visiting family around the UK.
� Little Green Bags – These free packs are full of advice and devices to help you save money on your energy and water bills. Pick one up from your local office or call Jade Wilson, Sustainability Officer � We’re providing home energy advice visits and running energy workshops in blocks of flats. Look out for more details, coming soon � We’re loaning energy monitors to help you save money on energy bills. You can borrow a monitor from your local office � Our fantastic Resident Green Ambassadors are attending events in their communities to give energy advice � We’re testing new ways of helping residents to heat their homes more efficiently with simpler controls, a smart phone or via the internet � Energy efficiency investment We’re installing insulation in our least energy efficient homes.
14 - 0800 121 60 60* or 01795 434 606** - contactus@amicushorizon.org.uk - www.amicushorizon.org.uk
If you’d like to read the Residents’ Council meeting minutes please visit: www.amicushorizon.org.uk/ResidentsCouncil
Residents’ Council
Your Residents’ Council The Residents’ Council is a big part of our resident governance structure. Each Area Panel nominates two of its members to sit on the Residents’ Council. It represents all residents by: Monitoring standards and service delivery Focusing on resident issues and making sure they’re addressed by the Strategic Board and senior staff.
Residents’ Council elections New Chair
New Vice Chair
Glen Cady
Monica Barnes
“I'm pleased to be voted as Chair of Residents’ Council. Both Monica and I want to ensure our involved residents are engaged to focus on improving services for our residents so they get value for money for their rent.”
“As the Vice Chair of Residents’ Council my priority is to work closely with Glen, AmicusHorizon staff and more importantly, involved residents, to make sure services provided by AmicusHorizon to all residents reflect 5 Star Governance.”
Resident Board member update Thanks to everyone who contacted us about the Resident Board member post. We’ll announce the new resident board member in the next issue of news&views.
The Dorn Moller Award 2013
The Dorn Moller Award Dorn Moller worked as an involved resident for many years before he died. He was a member of the Residents’ Council and Area Panel, this award is dedicated to his memory. Do you know someone like him who: Strongly supports their local community and provides help for people in need Leads their community and really makes a difference? If so, get in touch and nominate them for this award. Contact your local Resident Governance Officer for a nomination form or visit: www.amicushorizon.org.uk
Take time to recognise someone great in your community!
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Your notice board
We all matter
Winter word search Fancy winning £25 in high street vouchers? Then give our winter word search a go. The competition closes on Friday 31 January 2014. Congratulations to Ms Carpenter of Sittingbourne, our previous word search winner! n Presents n Cards n Tinsel n Carols n Advent S
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We care about equality. So, we’ve published our 2013 -16 Single Equality Scheme. It sets out our equality objectives for the next three years. You can read the document in full on our website: www.amicushorizon.org. uk/weallmatter
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Services for Older People On 1 October 2013 we celebrated National Older Person’s Day by launching a new set of leaflets and online services for older people. We worked with our Older People’s Forum to put together the information about the support we give to older residents. You can pick up a set of leaflets in our offices or call us and we’ll send them to you. Have a look at our web pages, specially created for older people, visit: www.amicushorizon.org.uk/ OlderPeople Take a look at the pages and enter our online completion to win £50 in vouchers. This is open to all AmicusHorizon residents until 31 December 2013.
16 - 0800 121 60 60* or 01795 434 606** - contactus@amicushorizon.org.uk - www.amicushorizon.org.uk