Welcome
A warm welcome to our anniversary edition
This year is a special one for all of us at Aspire Housing as we celebrate 25 years of providing safe, decent homes and supporting our communities. It’s a milestone that means so much—not just to us as an organisation, but to the thousands of customers and communities we’ve worked alongside over the years.
And what better way to mark this occasion than with some fantastic news? You may have seen that Aspire Housing has been awarded the highest possible governance rating from the Regulator of Social Housing. Following a recent inspection, we’ve achieved a G1 rating for governance, an improvement from our previous G2 grading, while retaining our V2 grading for financial viability.
Even more excitingly, we’ve also been awarded a C1 grading under the new Consumer Standards, introduced last year to ensure that housing providers are meeting the needs of their customers.
This is a huge achievement, and one we’re incredibly pleased with.
It’s a real testament to the dedication and hard work of our teams.
As we approach a new financial year, you should now have received a letter about your annual rent and service charge update.
While these increases are necessary to keep delivering and maintaining homes, we completely understand the pressures they can bring. That’s why our Money Advice team is always here to help, offering support on budgeting, benefits, and managing household costs. If you need advice or guidance, we’ve included more information inside on how to access support.
As we celebrate 25 years of Aspire, we’re not just looking back—we’re looking forward to the future. Our focus remains on providing the best possible homes, services, and support to our customers, and we’re committed to continually improving and growing in the years ahead.
Thank you for being part of our journey—we can’t wait to see what the future holds.
Andrei Szatkowski Executive Director of People
Aspire Housing awarded top rating from Regulator
You may have seen the news that we’ve been awarded the highest possible governance and consumer gradings from the Regulator of Social Housing (RSH).
This judgement follows a recent inspection from the RSH, which looks at key areas of our business and assesses how well we perform against the regulatory standards, including the consumer standards, which were introduced last year.
As well as a G1 grading for governance – an improvement from our previous G2 grading – we have also retained a V2 grading for financial viability and received a C1 grading under the new consumer standards.
The updated consumer standards look at four main areas, which include the safety and quality of our homes, our transparency and accountability with customers, how we work with partner organisations to ensure our neighbourhoods are safe and well maintained, and how we manage our tenancies.
Sinéad Butters, Chief Executive of Aspire Housing, commented: “We’re pleased to receive an improved G1 governance grading in our latest inspection, along with a retention of our existing V2 grading for financial viability.
“We’re also delighted to be awarded a C1 in our first inspection under the new consumer standards, which reflects the hard work of our teams across Aspire. On behalf of myself, the Executive team, and the Board, I would like to thank our wonderful colleagues for helping us to achieve this result.
“Last year, we introduced a new Corporate Plan, which outlines our core purpose to ‘put people first by delivering safe, decent homes and excellent housing services through our talented Aspire team’. We truly believe in this purpose, and we’re committed in our focus to continually improve our homes and services for customers.
“We will continue to work with our customers and hear their voice as we strive to continuously improve our services.”
You can read the full report on the Government website by scanning the QR code.
of Social Housing
Our latest performance April - December 2024
Overall Satisfaction
of customers living in rented homes are satisfied with the overall service provided by Aspire
Maintenance
of emergency repairs were completed within target
of customers are satisfied that we provide a home that is safe
Engagement
81.9% of customers said they are treated fairly and with respect
of customers said they were satisfied that they are kept informed about the things that matter to them
Complaints
Building Safety
of customers are satisfied we make a positive contribution to neighbourhoods
Understanding your rent and service charges
In the last few weeks, you will have received a letter to let you know about your annual rent and service charge increase, which will be in effect from April 2025.
This increase ensures that Aspire Housing can meet the rising costs of managing, maintaining, and building homes, and can continue to provide a full range of essential housing services as well as vital support to our customers.
Aspire Housing is a not-for-profit company. This means that no profit is gained and there are no shareholders who benefit. All rent is used to run services, deliver and maintain homes, reinvest into our communities, and meet the necessary costs of managing a business.
Your new rent has been calculated using the Rent Standard rules set by the government for 2025/26, which all registered providers follow. This will see your rent increase by 2.7% – this is in line with September’s national measure of inflation* +1%.
We understand that any increase in your rent can be challenging. But please rest assured that we’re here to help.
If you receive Universal Credit you’ll need to update your online journal. You will receive a to-do in your journal called ‘Confirm your housing costs’. These need to be done on or soon after 7th April. Please don’t update before this date as it will not be accepted. If this is not completed in the April assessment period you will not receive enough Universal Credit to cover your rent.
Our Money Advice Team can provide advice on checking benefits, managing debts, helping with budgets and general advice on how to make the most of your money. If you are struggling to afford your household bills, take a look at our money advice page on our website or come along to one of our weekly money advice drop ins.
Drop-in sessions
For personalised support, visit our drop-in sessions:
If you have any questions or concerns about the information you received in your rent letter, please get in touch with our Customer Excellence team on: 01782 635200
Monday: Chesterton One Stop Shop, 9.30am - 1.00pm
Monday: Kidsgrove Community Hub, 9.30am - 1.00pm
Tuesday: Guildhall, 9.30am - 1.00pm
Wednesday: Kidsgrove Community Hub, 9.30am - 1.00pm
Thursday: Guildhall, 9.30am - 1.00pm
Friday: Ramsey Road Community Centre, 9.30am - 1.00pm
Celebrating Civic Pride
across Newcastle-under-Lyme
Last year, Newcastle-under-Lyme Borough Council hosted a week of events in the heart of the town centre, responding to feedback from local residents.
Building on this success, we’re proud to be working in partnership with Newcastle-under-Lyme Borough Council, Staffordshire County Council, Staffordshire Police, and Staffordshire Fire and Rescue Service to bring you a series of monthly events celebrating Civic Pride. These events aim to bring communities together, highlight local initiatives, and showcase the best of Newcastle-under-Lyme. Stay updated and get involved by following the conversation on social media using #PrideinNUL
Council Leader Simon Tagg said: “Civic Pride aims to create a strong sense of belonging to, and pride in, our fantastic borough. It’s a response to feedback from residents and captures a lot of the work that already goes on by the council and its partners—under a unified #PrideInNUL badge. It is also a call to arms for people of all ages to get involved.”
Cllr Gill Heesom, Cabinet Member for Community Safety and Wellbeing, added: “One of the council’s priorities is to create healthy, active, and safe communities. As part of this commitment, we’re working closely with partners and local groups to make a positive difference in every part of the borough. Civic Pride is a great legacy from the borough’s 850th anniversary celebrations and aims to build on the fantastic community spirit and pride shown by residents in 2023.”
2025 Upcoming Civic Pride Events
3rd April
8th May
20th May
11th June
23rd June
8th July
Audley
Bradwell
Knutton and Cross Heath
Clayton
Wolstanton and May Bank
Westbury Park
ActiveLife: Empowering health and wellbeing in Newcastle-under-Lyme
The ActiveLife referral programme is a dedicated initiative by Newcastle-under-Lyme Borough Council, aiming to foster positive lifestyle changes through physical activity for residents with specific medical conditions.
Recognising the profound impact of regular exercise on health and wellbeing, ActiveLife offers tailored support to help individuals integrate beneficial activities into their daily routines.
The programme encompasses seven distinct pathways, each designed to address specific health needs:
Feel good activities at Brampton Museum: Engage in art classes, singing, and gentle exercises to boost mood and foster new friendships.
Cancer rehabilitation programme: A 12-week structured exercise regimen for individuals undergoing or recovering from cancer treatment.
Fall prevention programme: Gentle exercises aimed at improving strength, mobility, and balance, reducing the risk of falls and enhancing wellbeing.
Cardiac rehabilitation programme: Designed for those who have recently experienced a cardiac event or completed NHS cardiac rehabilitation, this 12-week programme aids in heart health recovery.
Junior referral programme: Targeting young people aged 12 to 16 with long-term health conditions.
Adult referral programme: A 12-week exercise plan for adults who are currently inactive and managing one or more chronic health conditions.
ESCAPE pain rehabilitation programme: A 6-week course for individuals dealing with osteoarthritis of the knee and/or hip, or chronic lower back pain, focusing on pain management through exercise.
By participating in the ActiveLife referral programme, residents can embark on a journey towards improved health, supported by professional guidance and a community-focused environment.
For more information or to find the pathway that best suits your needs, visit: www.newcastle-staffs.gov.uk/ActiveLife
25 years of Aspire Housing
2000
Newcastle-under-Lyme Housing is born as a stock transfer from Newcastle-under-Lyme Borough Council.
2005
Residents support a masterplan regeneration of Knutton and Cross Heath –trailblazing for new development in the area.
20082022
We acquire Achieve Training (formerly PM Training), becoming the first housing association to deliver employment and training services.
20092022
Realise charity is created to support customers in their time of need. It will go on to support more than 10,000 local people.
2014
Our first Artworks environmental improvement project is installed in Newcastle.
2007 2010
2002
Meet our new brand, Aspire Housing!
We also move into our new offices at The Brampton.
We expand into Cheshire East, supporting more communities and customers.
2009
Mill Rise, our first extra-care scheme, is completed, providing 60 homes for over55s in Newcastleunder-Lyme.
We train our 10,000th apprentice!
Our Mill Rise scheme wins four National Housing awards
2019
Our new philosophy, People First, is launched, putting customers and colleagues at the heart of what we do.
We hold our first ever Chat 2 Aspire event! Our colleagues take to the streets to engage with customers in our communities.
2018
Cerris Homes, our shared ownership brand, is launched!
We win The Sentinel’s Business in the Community Award for our support to communities in this region.
2021
The WorkShop opens in Newcastle town centre, providing an employment, training and skills hub for all local residents.
2020
2017
We’re awarded a Queen’s Award for Enterprise – a first in our sector.
We won the Pandemic Response Award in Keele University’s Breaking the Mould Awards, for our work launching and leading the Newcastle-underLyme Covid-19 Support Network.
2024
We launch our new Corporate Plan to 2030: We put people first by delivering safe, decent homes and excellent housing services through our talented Aspire team.
Kidsgrove Community Hub opens, providing a new destination for customers to get support.
2023
Holborn Place, our biggest Community Living scheme, opens its doors, creating 89 homes for older people in our town centre.
2025
We’ve been awarded the top rating from the Regulator of Social Housing, G1 for goverance, V2 for financial viability and C1 for the new consumer standards.
Aspire Housing celebrates its 25th anniversary!
ASB Myth-busting: Separating fact from fiction
Anti-social behaviour (ASB) can have a serious impact on individuals and communities, yet many misconceptions prevent people from reporting it or seeking help. Here, we tackle some common myths to help you understand the reality of ASB and what you can do about it.
ASB isn’t serious enough to report
Reality: ASB isn’t just ‘low-level’—it can devastate lives and even lead to more serious crimes. If you’re affected, you have the right to report it and receive support.
Noise nuisance is only an issue after 11pm
Reality: Noise that disrupts your quality of life can be ASB at any time. If safe to do so, speak to your neighbour calmly, but persistent noise should be reported to your local council or housing provider. Keeping a record of incidents can help.
ASB is mostly caused by young people
Reality: While some young people engage in ASB, studies show that adults are more likely to be responsible. Most young people are wellbehaved and often victims of ASB themselves.
Reporting ASB doesn’t make a difference
Reality: If ASB isn’t reported, organisations may not be aware of it and cannot take action. Reporting helps ensure that support is available and steps are taken to resolve the issue. Our partnership work, including legal interventions like injunctions, has led to 9 applications this year—7 secured and 2 progressing—showing that reporting makes a tangible difference in tackling ASB in our communities.
If I report ASB, my neighbour or I will be moved
Reality: Eviction or relocation is a last resort. Housing providers aim to resolve issues so that residents can remain in their homes.
Reporting ASB involving nuisance vehicles won’t help.
Reality: We actively work with partners like Staffordshire Police and Newcastle Borough Council to tackle vehicle-related ASB. This includes securing a three-year Public Space Protection Order (PSPO) to combat car cruising and working alongside the new Road Crime Team to address illegal off-road vehicle use. Reporting sightings helps police gather evidence and take enforcement action. Your reports make a difference.
I reported ASB, but it’s still happeningnothing can be done
Reality: Keep reporting incidents and maintaining a log. If you’ve reported ASB three or more times in six months and it remains unresolved, you can request a formal Anti-Social Behaviour Case Review to explore further solutions. To tackle ASB effectively, documented evidence is essential. If legal action becomes necessary, formal statements from victims will be required and presented in court. Our highly trained team will guide and support you through this process.
ASB reports take too long to resolve
Reality: ASB cases often require input from multiple partners, such as local councils, police, and support services. While this can take time, working together ensures a longterm and effective solution rather than a quick fix. Your patience and continued reporting are vital.
Need support?
Don’t suffer in silence—report ASB to us through your online account; MyAccount. Together, we can help create safer, stronger communities.
Supporting customers and strengthening community relationships
When we received an anti-social behaviour (ASB) complaint from a gentleman in his 80s, it was clear that the situation was causing significant distress. He reported that his new neighbour regularly disturbed him on weekends, with loud music, groups of visitors arriving in taxis, and noise continuing throughout the night.
When we first contacted the alleged perpetrator, she denied the allegations, claiming she wasn’t home during weekends. However, after speaking with other neighbours and reviewing CCTV footage, the reports were confirmed. Once presented with the evidence, she admitted she hadn’t been truthful and began to open up about her personal struggles.
During our visit, she revealed that she had been experiencing mental health challenges following years of domestic abuse. Working in a school during the week and at a local pub on weekends, she felt pressured to host people from the pub who took advantage of her vulnerability. She admitted feeling isolated and found it difficult to say no.
With our support, she sought help from her GP and was referred for counselling. She also confided in her mum and decided to leave her job at the pub, recognising its negative impact on her wellbeing and tenancy. Encouraged by us, she apologised to her neighbour, who was grateful for her honesty.
A few weeks later, a further noise complaint arose due to the sound of her young daughter playing upstairs. This was easily resolved when her father kindly provided a carpet to reduce the noise.
Over time, their relationship improved significantly. The neighbour even began helping her with garden maintenance, and she transformed her property into a welcoming home.
Through early intervention, open communication, and tailored support, we prevented this situation from escalating and helped both residents build a positive relationship—showing how listening and compassion can strengthen community ties. SPOT
Community Walkabouts: Listening to you, improving together
Towards the end of last year, we were delighted to be joined by many of you—and our community partners—for our Community Walkabouts. These events gave us the opportunity to meet with residents, listen to your concerns, and take action to make our neighbourhoods better places to live.
Alongside our Caretakers team, we were joined by Localities Coordinators, Staffordshire Police, and Newcastle-under-Lyme Borough Council. Together, we identified and resolved a range of issues during our visits.
Our Caretakers team worked hard during the walkabouts to resolve several issues on the spot— demonstrating our commitment to taking swift action where we can. And we’re not stopping there—we’re coming to a street near you!
Our Community Walkabouts are your opportunity to tell us what matters most in your area. Whether it’s a small concern or a bigger question, we want to hear from you. If you’ve ever thought, “I wish Aspire Housing could help me with this,” or “How do I get this sorted?”—now’s your chance to ask us in person.
We’re here to listen, take action, and make a difference.
Thanks to your feedback, we:
Identified and reported three fire risks
Logged five communal area repairs
Recorded four reports of untidy gardens
Raised one highway concern
Reported 16 individual repairs
Noted one instance of graffiti
Made one safety report
Submitted two reports related to waste management
Homes Transformation programme update
Your repairs sorted faster!
Last summer during our Chat2 Aspire events, you spoke – and we listened. Waiting times for repairs were too long, and we knew we had to do better. While our emergency repairs have always been swift, everyday repairs were taking too long. That’s why we’ve been working hard behind the scenes to change things for the better – and we’re making real progress!
Cutting wait times
We’ve already slashed waiting times!
Back in August, if you needed a joinery repair, you’d have waited 56 days. Now? It’s down to just 16 days.
Plumbing repairs? We’ve cut the wait from 48 days to just 13.
That’s a huge improvement – but we’re not stopping there!
Smarter, faster repairs
We know the key to speeding things up is working smarter. That’s why we’ve partnered with a new materials supplier and even better, they’re now based right in the heart of our communities, meaning our operatives spend less time fetching materials.
Fixing more on the first visit
There’s nothing worse than waiting for a repair, only for it to need another visit. So, we’ve improved how we assess repairs right from the start. Our call handlers now ask extra questions to make sure we send the right team with the right tools – meaning more fixes on the first visit!
And we’re going even further! Soon, you’ll be able to upload photos and videos of your repair via the customer portal. A test group of 100 customers will trial this feature to make sure it runs smoothly before we roll it out to everyone. This will help us diagnose issues better and arrive fully prepared to get the job done.
Helping us help you
Over the last year, more than 2,000 repair appointments were missed because our operatives couldn’t access your homes. That’s 2,000 opportunities lost to repair things faster for you and your neighbours. We’re testing a new system that will let you easily reschedule via a simple text link – no fuss, no hassle. Look out for more details this spring! In the meantime, if you need to change an appointment, just give us a call – our team is happy to help.
Working together for a better service
We’re making big strides, but we’re not stopping here. By working together, we can keep improving our repairs service – making it faster, more efficient, and better for you. Thank you for being part of this journey!
Earls Court: A thriving community for independent living
Tucked away on the outskirts of Newcastleunder-Lyme’s bustling market town, Earls Court has been a cherished home for independent living since its opening in 1984.
This welcoming scheme consists of 23 bungalows designed for people over 55, offering not just a place to live, but a true sense of community. With excellent bus links and shared spaces that bring neighbours together, Earls Court is more than just a housing scheme—it’s a place where friendships flourish.
At the heart of the scheme is the communal lounge, a hub of activity where customers gather for social events, exercise sessions, and shared meals.
A community that comes alive
January saw 32 customers taking part in various activities, reinforcing the spirit of togetherness that makes Earls Court so special. Mondays are all about movement and laughter, as customers meet for a social gathering before joining in chair-based exercises - proving that staying active is just as much about the mind as it is the body.
Wednesdays bring the Gardening Club together, with members working to enhance the outdoor spaces and grow plants for vibrant hanging baskets.
Thanks to a successful funding bid to Staffordshire County Council, the scheme received a £250 grant, which has been used to buy plants, gravel, and bark—adding life and colour to the community’s outdoor spaces. Whatever the weather, customers take pride in making their surroundings a welcoming haven for all.
Fridays are a firm favourite, with the smell of fresh fish and chips filling the air as customers gather in the lounge to share a meal, followed by a lively quiz that brings out a little friendly competition.
More than a home — A family
Earls Court isn’t just a collection of bungalows; it’s a community where people look out for one another.
Whether it’s lending a hand in the garden, sharing a meal, or simply having a chat over a cup of tea, this is a place where connections run deep. Thanks to the active participation of its customers, Earls Court remains a thriving, vibrant home for those who live there.
For anyone considering independent living with the comfort of a supportive community, Earls Court is a shining example of how a housing scheme can be so much more—it’s a place to belong.
Helping mixed age couples navigate financial challenges
We know that financial uncertainty can be overwhelming - especially when navigating complex benefit changes. Our Money Advice Team is here to guide and support mixed age couples, ensuring they receive the financial help they deserve and don’t face unnecessary hardship.
The harsh reality for mixed age couples
For couples where one partner is over State Pension age and the other is under, moving onto Universal Credit can mean a devastating drop in income. Pension Credit provides a stable and secure financial foundation, but Universal Credit is designed for
working-age households and often results in a significant reduction in support.
The impact is stark:
70% of mixed age couples lose more than £4,000 a year when transitioning to Universal Credit.
96% see a reduction of at least £200 annually. Over half experience financial hardship within six months of switching.
No one should be forced into financial struggle because of miscommunication or misunderstanding. That’s why our Money Advice Team is here - to fight for your rights and ensure you stay on the best possible financial path.
Real stories: Lives we’ve changed
The Taylors’ story: Avoiding a costly mistake
Mr. Taylor, 65, was eagerly awaiting his 66th birthday, knowing his State Pension would soon provide some security. His wife, Mrs. Taylor, 63, was battling ill health and receiving Employment and Support Allowance (ESA). Together, they relied on their benefits to keep their home running. But as Eric’s pension date approached, they were wrongly told that Universal Credit was their only option If they followed this advice, they would lose over £6,000 a year.
We stepped in, challenged the incorrect advice, and made sure they stayed on ESA and Housing Benefit - preserving their financial security when they needed it most.
The Harris’ story: Saving their future
Mr. Harris, 67, had always worked hard to ensure financial stability for his family. His wife, Mrs. Harris, 62, was counting down the years until she could access her pension. For years, Pension Credit helped them stay secure, covering their rent and daily living costs. But when they moved home, they were told they had to switch to Universal Credit—a move that would have cost them £6,828 a year.
Heartbroken and anxious, they turned to our Money Advice team. We challenged the transition and ensured they remained on Pension Credit and Housing Benefitprotecting their income, their stability, and their peace of mind.
We’re here to support you
If you or someone you know is a mixed age couple facing benefit changes, don’t take chances - get in touch with our Money Advice team today.
Housing Transition Service: Helping care leavers build brighter futures
Moving into your first home is a big step for anyone, but for young people it can be particularly daunting. Without the right support, they may struggle to manage their tenancy, leading to challenges such as rent arrears, debt, and even homelessness.
In 2019, we partnered with the council to launch the Housing Transition Service (HTS)—a dedicated support programme designed to help care leavers successfully transition into independent living. Before the service began, nearly 8 out of 10 young people failed their tenancies within the first year. Today, thanks to HTS, we’re seeing a remarkable transformation.
How HTS supports care leavers
HTS provides tailored, one-to-one support to ensure that care leavers are fully prepared to manage their own homes. The service focuses on:
Building independence – Helping young people develop essential life skills to sustain a tenancy.
Enhancing employment and training opportunities – Supporting access to education, jobs, and apprenticeships.
Creating stability – Ensuring care leavers feel safe and secure in their homes.
Improving access to healthcare – Encouraging engagement with health services.
Developing financial stability – Providing guidance on budgeting, benefits, and avoiding debt.
A personalised pathway to success
Before turning 18, each care leaver is assessed to determine their readiness to live independently. Once deemed ready, they are introduced to
a dedicated support worker, who builds a professional, trust-based relationship with them.
From there, they:
Find a suitable home based on their local connections and individual needs.
Receive weekly support visits to help them establish and maintain their tenancy.
Develop key independent living skills such as budgeting, home maintenance, and tenancy management.
Support continues for as long as needed, ensuring each young person gains the confidence to manage their home independently.
The impact of HTS
The service currently supports 30 care leavers, helping them build a stable foundation for their future.
Since launching, 66 care leavers have successfully transitioned into positive tenancies.
71% have gone on to access training, employment, internships, or university.
In seven cases where independent living wasn’t the most suitable option, we facilitated planned moves to more suitable accommodation, ensuring continued housing stability.
Not a single eviction has taken place since the service began.
HTS is making a tangible difference, proving that with the right support, care leavers can not only maintain their homes but thrive in them.
