Aspire News - Spring/Summer 2024

Sinéad Butters Chief Executive

Welcome

It’s great to share with you our Spring/ Summer edition of our customer magazine.

You’ll have seen that we’ve recently launched our new Corporate Plan to 2030, which has been co-created with customers, partners, colleagues and our Board and sets an ambitious direction for the next six years.

We’ll ensure that you are at the heart of what we do; we want you to be able to live in a safe and decent home, and we’ll continue to listen and act on your feedback.

Every customer we spoke to echoed the same viewinvest in our homes, deliver a fantastic repairs service, tackle anti-social behaviour, listen to us and show respect – these are commitments we aim to deliver on.

We’ll keep you updated on our progress; how well we’re doing and what we still need to improve on through the Tenant Satisfaction Measures and you can find out more at aspirehousing.co.uk/customer-news

We hope you enjoy hearing about what we’ve been up to.

Competition time

We’ve got an exciting opportunity for you. We’re on the hunt for a super catchy name for our revamped customer magazine, and we want YOUR help.

Not only will the lucky winner walk away with a £50 high street shopping voucher, but they’ll also see their chosen name splashed across every edition of the magazine!

So, how do you get in on this action? It’s easy-peasy! Just hop on over to our website and enter your brilliant idea, or if you’ve got the printed version in hand, simply scan the QR code.

Let’s get those creative juices flowing and make this magazine truly one-ofa-kind! Good luck, folks!

Introducing our Home transformation programme

A journey towards customer satisfaction

At the heart of our Corporate Plan 2030 lies a commitment to provide our customers with safe, decent and affordable homes.

Through your feedback about our repairs and maintenance service we know that you want us to improve timescales for completing repairs, to finish the job right first time and to keep you informed. We’re committed to transforming your feedback into action, crafting an experience that exceeds your expectations.

Our response is to embark on a journey to transform our ‘Home’ repairs and maintenance service with a vision to meet customer needs, be cost effective and aim to achieve a first-time fix.

We’re working towards a future where you can seamlessly navigate our repairs services and draw satisfaction from every interaction through our Smarter, Simpler, and Slicker approach.

What will this mean for you? It will mean clearer communication, fewer jobs cancelled, quicker response times, and more jobs completed right first time.

We recognise that in order to improve, we need to hear every voice. That’s why we will be involving customers at each stage of the journey, including our HOME customer group and Aspire 100 group, to help us shape the future of the service. We are also having conversations with our Maintenance colleagues to listen to their invaluable input.

Embracing sustainability

Reducing plastic in our post

At the core of this programme, we want to build better connections – not just between us and you, but amongst ourselves. We are eager to hear from each of you and work together as we travel towards a more satisfying experience for all our customers.

Your new look Aspire News was delivered in a potato starch polywrap, which is 100% compostable and biodegradable. It may look like a plastic bag, but you can either add it to your compost heap or place it in your garden waste bin, where it will naturally break down and return to the earth.

Home condition surveys

We complete a home condition survey on your home every five years.

Right now, we’re in the midst of a significant round of surveys to ensure that all homes meet our five-year target, and you may have already been contacted or had a survey carried out recently.

These surveys are crucial in helping us assess the condition of your home and identify any areas that may require attention in the future.

By working together, we can ensure that your home remains safe and suitably maintained for you and your family.

What is a home condition survey?

A home condition survey is a thorough visual inspection of both the interior and exterior of your home, typically lasting around 30 minutes. During this time, a qualified surveyor will examine various aspects of your home to gather valuable information about its condition.

Here’s what we will focus on:

• Assessing the age and condition of major elements in your home, such as the kitchen, bathroom, windows, and doors

• Identifying any signs of wear and tear or areas that may require attention in the near future

• Giving us an idea of how long these elements of your home are likely to last before they may need replacing and to identify any health and safety risks in your home

It’s important to note that the survey does not cover any outstanding repairs to your home. If you happen to notice any issues that require attention or if you’re in need of a repair, log into ‘My Account’ online, or call us on 01782 635200.

Is there anything I need to do during the survey?

We understand your time is valuable, which is why we’ll contact you in advance to let you know when we’ll be in your area. This way, you can easily arrange a convenient appointment time that suits you.

During your appointment, our expert surveyors will carefully assess the condition of your home, both inside and out. This information will be invaluable in helping us plan for future repairs, maintenance, and improvement work.

To cover as many homes as possible, we may occasionally enlist the help of external contractors to conduct some of the surveys. All our surveyors will carry identification cards for your peace of mind so don’t hesitate to ask to see ID before granting access to your home. You can find out more here: aspirehousing.co.uk/home-condition-surveys

Condensation damp & mould

We’re committed to addressing condensation, damp, and mould issues in our homes. As part of our commitment to proactive maintenance and customer care, we’ve reached out to all our customers, encouraging them to report any instances of damp and mould.

We want to support you to live in a healthy home so in our ongoing efforts to enhance our service we’re introducing some changes:

1. Faster response times:

We’ve implemented a new policy to ensure that all reports of damp and mould continue to be responded to in a timely manner. Our goal is to respond to all reports within 15 days. However, if you identify as vulnerable and at higher risk of damp and mould, we’ll prioritise your case and aim to address it even sooner.

2. Follow-up assessments:

After addressing reported issues, we’re committed to following up with you within six months to ensure that the problem has been effectively resolved. If the issue persists, we’ll arrange for a detailed survey and carry out any necessary repairs to address the root cause of the problem.

These enhancements to our approach demonstrate our commitment in taking proactive steps to address any concerns you may have.

If you experience any issues with damp and mould in your home, please don’t hesitate to contact us.

More advice can be found at: aspirehousing.co.uk/condensation-damp-and-mould

Here are some top tips that you can do at home from the Energy Saving Trust:

100 MOULD WASHES A MONTH (Since November)

Turning your extractor fan on when cooking, showering and bathing removes excess moisture from the air.

Opening windows when cooking, bathing, showering and drying clothes helps moist air escape.

Putting lids on pans when cooking prevents excess moisture in the air.

And helps save on your energy bill!

1,000 DETAILED INVESTIGATION SURVEYS (In this past year)

Elevating customer health & wellbeing

A delightful day by NSCG Newcastle College students

Some of our Holborn Place customers enjoyed a wonderful day of relaxation, thanks to the students at NSCG Newcastle College.

At the college’s beauty salon, our customers were treated to a range of specialised treatments designed to pamper and rejuvenate their spirits. From luxurious facials and pedicures to soothing Indian head massages and hot stone treatments; the options were as varied as they were indulgent. The feedback from our customers speaks volumes – they were blown away by the warmth and professionalism of the college students who guided them through each step of their treatments. Not only did they feel thoroughly relaxed, but they also felt right at home, thanks to the friendly and welcoming atmosphere created by the students.

In fact, the experience was so delightful that some of our customers have already booked their spots for the next session!

Lorraine Drayton, Curriculum Manager for NSCG Newcastle College said: “It has been an absolute pleasure to work with the team at Holborn Place to develop a programme of wellbeing activities that not only benefit the residents of our college community but also provide our learners with vital work experience opportunities. It has been brilliant to see how much the students have gained from the experience and also to welcome new customers into our commercial salons for specialised treatments. We can’t wait to see how this exciting partnership will continue to evolve.”

But the partnership doesn’t end there – our customers have been graciously invited back to the college this summer, where the students will continue to deliver these wonderful treatments. Additionally, the students will be offering reduced treatments at Holborn Place once a month, ensuring that the benefits of this partnership are felt by our community all year round.

This is a shining example of partnership working at its finest – not only are we building friendships and fostering connections within our community, but we’re also making the most of the assets around us to enhance the health and wellbeing of our residents.

Here’s to many more delightful experiences and shared moments of relaxation!

Celebrating Easter at Holborn Place Community Living Roadshows

What an absolute delight it was to see families and friends get together at Holborn Place during our Easter event!

With over 50 parents, grandparents, and customers coming together, it truly was a day to remember. But the joy didn’t stop there – thanks to the generosity and support of our community, we raised an incredible £135.70 towards our next event.

Thank you to everyone who came along and contributed to a fun-filled and heartwarming day.

Strengthening community safety

Insights from fraud and safety talks

We believe in fostering a safer and more resilient community. By equipping ourselves with knowledge and resources, we can collectively combat fraud and scams and create a safer environment for all.

We’d like to share some important contact numbers that can serve as valuable resources for our community members:

• Action Fraud: 0300 123 2040

• Action on Elder Abuse: 0808 808 8141

At Hollinwood Close and The Meadows, our community recently had the privilege of hosting informative Fraud and Safety Talks facilitated by Staffordshire Police.

The feedback from all our customers was overwhelmingly positive, with many describing the sessions as enlightening and empowering. These talks provided invaluable advice around safeguarding ourselves and our loved ones against the threat of fraud and scams.

Last year, we introduced an exciting new lineup of events tailored towards our Community Living customers that promise to be not only entertaining, but also incredibly helpful with a little something for everyone, plus a sprinkle of complimentary treats!

We intend to partner with Staffordshire County Council and Staffordshire Police to further boost the support and advice available to attendees.

Staffordshire County Council will showcase an array of nifty household gadgets and gizmos designed to make everyday life easier and support people to live independently for longer. From handy tools to practical solutions, you can see them in action, and even have a go yourself – plus, find out how you can obtain them for home use.

Staffordshire Police will be sharing invaluable insights on spotting scams and boosting safety, whether at home, surfing the web, or out and about.

Our dedicated money advice team will be on standby, ready to tackle any concerns about budgeting and the cost of living for our customers.

Come and join us for our next Roadshow!

11th July – St Paul’s Road, Newcastle-under-Lyme, ST5 2PQ

is the

fundraising event to support people living with cancer. A big thank you to all our customers who arranged a Coffee Morning which raised an amazing £1,173.63 across all our schemes.

MacMillan’s Coffee Morning

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Navigating the cost-of-living

Aspire’s commitment to challenges together addressing domestic abuse

Our new Kidsgrove Community Hub

We’re excited to announce the launch of our new Kidsgrove Community hub – a collaboration between Aspire Housing, Newcastle-under-Lyme Borough Council, Citizens Advice and Staffordshire Police.

This marks a significant step forward in our commitment to providing accessible support and services to customers living within the north of the borough.

Serving as an extra arm of The WorkShop in Newcastle town centre, our Employment and Skills team will be on-hand to ensure that you have convenient access to the support and services you need.

Our Kidsgrove hub will also offer Money Advice services, and financial guidance, all under one roof. We believe in taking a holistic partnership approach to supporting our customers and communities through the challenges posed by the rising cost of living.

We’ll also have our Localities team on-hand who will be working in partnership with Staffordshire Police about any issues in the areas that you live, including anti-social behaviour concerns. You’ll be able to make an appointment to see someone from the Localities team by making a request through your online account or by calling the Customer Excellence team on 01782 635200.

Money Advice team

Monday & Wednesday 09:30am – 1.00pm

Customer Service team

Wednesday 09:30am – 1.00pm

Employment and Skills team

Tuesday, Wednesday, & Thursday 09:30am – 1.00pm

Income team

Monday 09:30am – 1.00pm

Measuring our performance

Let’s talk about a special moment in our journey back in the summer of 2019. That’s when we hosted our very first Chat 2 Aspire customer event.

The whole idea behind the event was simple: we wanted to hear directly from YOU. What kind of landlord did you envision us to be? What mattered most to you? What were your expectations of us?

Your feedback was invaluable! We had a whopping 1,600 of you join us, with around 900 engaging in face-to-face chats with 140 of our amazing Aspire colleagues.

Customer promises

Armed with all that fantastic information, we then crafted 12 customer promises, each one backed by our fab customer group, OASIS. OASIS helped us set up a nifty set of measures to make sure we were doing exactly what we said we would.

Fast forward to September 2023, and we have revisited those promises with OASIS. We trimmed the list down to eight refocused customer promises, and now we’re using Tenant Satisfaction Measures to keep tabs on our progress. OASIS keeps a watchful eye on our performance, checking in quarterly and giving us a gentle nudge if they feel we’re falling short. It’s all about keeping the promise we made to you!

Tenant satisfaction measures

So, what are Tenant Satisfaction Measures? They are basically performance metrics that every social landlord in the country must track. They cover everything from keeping your homes safe to how we keep you in the loop and communicate with you.

We want to be open and transparent with our customers, and share more about how we are performing and what we’re doing in response to the feedback you give us. Keep an eye on future issues of Aspire News to find out more about our performance measures.

We believe that everyone deserves to feel safe and supported in their homes and relationships. That’s why we’re proud to announce an update on our Domestic Abuse Service, reflecting our ongoing commitment to assisting customers who are experiencing, or at risk of experiencing, domestic abuse.

We’ve recently conducted a comprehensive review of our Domestic Abuse policy to ensure it aligns with best practices and meets the diverse needs of our community. Developed in collaboration with experts and organisations specialising in this field, our policy has been meticulously scrutinised by our newly formed Equality, Inclusion & Diversity Forum. Their guidance has helped us enhance our approach and ensure compliance with all Equality Act requirements.

• Implementing processes for confidential reporting of domestic abuse and collaborating with specialist agencies to tailor support to individual needs

• Taking decisive action against perpetrators of abuse, including implementing target hardening initiatives to enhance safety in our communities.

Domestic abuse takes many forms, extending beyond physical violence to encompass psychological, emotional, sexual, financial, and coercive control. It’s about exerting power and control over another individual, often through manipulation and intimidation. Regardless of background or circumstance, anyone can be affected by domestic abuse – from neighbours and friends to family members and colleagues.

To empower individuals to recognise and respond to signs of domestic abuse, we’ve compiled a list of common behaviours to watch out for. From verbal threats and controlling behaviour to unwanted physical contact, it’s crucial to trust your instincts and seek support if something doesn’t feel right.

We’re dedicated to raising awareness of domestic abuse and providing support for those in need. Here’s how we’re stepping up our efforts:

• Equipping our frontline colleagues with the knowledge and confidence to identify potential indicators of domestic abuse and take appropriate action.

• Ensuring easy access to information about specialist domestic abuse services through various channels, including social media

We actively participate in the Multi-Agency Risk Assessment Conference (MARAC) and collaborate with professional agencies and the police to assess risks and provide safeguarding measures for victims of domestic abuse. Our dedicated teams engage with customers to assess their risks and support needs, offering a wealth of knowledge and assistance with empathy and understanding.

We’re committed to raising awareness of domestic abuse among our teams through training resources and team meetings. By equipping our colleagues with the knowledge and tools to identify and respond to signs of domestic abuse, we’re fostering a culture of support and empathy within our organisation.

If you or someone you know needs help, several support agencies offer advice and assistance:

• New Era (ending relationship abuse): www.new-era.uk

• Glow: www.findtheglow.org.uk

• National Domestic Abuse Helpline: www.refuge.org.uk

Transforming communities

Aspire Housing’s £10 million investment in Chesterton

We’re gearing up to make a big splash in Chesterton with an investment of over £10 million into our Cross Street (Phase 2) site. It’s all part of the Town Deal Programme, set to breathe new life into the heart of our community.

The Cross Street 2 development is set to introduce an amazing range of new homes into the area. Picture this: 35 brand-new family homes, with a mix of 3-bedrooms and 2-bedrooms, along with 8 cozy 1-bedroom apartments, all available for Affordable Rent.

This exciting transformation will replace 49 properties that were no longer fit for purpose, and we have been working closely with the former residents to successfully move them into much more suitable homes ahead of the Cross Street regeneration project.

Each and every one of these homes will feature air source heating pumps as their primary source of heating. Plus, they’re designed to meet and exceed the latest building regulations, ticking all the boxes for energy efficiency, ventilation, overheating prevention, and even electric vehicle charging.

From ruins to a renewal a regeneration

We’re on a mission to achieve net zero emissions by 2050, but we can’t do it alone – we need your help every step of the way.

Our roadmap to a sustainable future is ambitious yet achievable. Here are just a few of the targets we’re aiming for:

• Getting our existing homes to Energy Performance Certificate C by 2030

• Our new homes achieving Energy Performance Certificate B by 2025

• Introducing a low-carbon fleet by 2030

• Making the most of our green spaces

But the journey towards sustainability isn’t just about hitting targets – it’s about working together

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We’re thrilled to announce the completion of the The Sidings regeneration project, marking a new chapter in the history of the Silverdale community.

We’ve revitalised the former Brighton House, and we’re proud to introduce The Sidings.

Creating much-needed new homes for over-55s, The Sidings pays homage to the rich heritage of the area, with the name being a nod to the former colliery railway sidings that lie just beyond the site. It’s not just a building; it’s a piece of history reborn.

The launch of The Sidings is just the first step in our Silverdale regeneration. We have also begun work on the redevelopment of the nearby St Lukes Close, with the demolition of 14 old homes, a warden flat, and a community hall. A bittersweet goodbye, but a necessary step forward in our quest to provide housing of the highest standard.

With plans already in motion, we’re working towards a new scheme of 42 homes on this site, featuring an exciting mix of apartments and walk-up maisonettes. So, watch this space!

and changing our own behaviours. We firmly believe that everyone has a role to play in protecting our planet for future generations.

That’s why we’re reaching out to our customers who share our passion for the environment. Whether you’re eager to hold us accountable for our sustainability strategy or keen to get involved in community projects, we want to hear from you!

You can find out more here: aspirehousing.co.uk/greener-futures

Contact involved@aspirehousing.co.uk

Embracing the power of customer feedback

We value the voices of our customers. Your invaluable insights help us to strive to continuously improve our services and neighbourhoods.

We’ve made it our mission to provide various avenues for you to share your service experiences with us. Whether through regular group meetings or more flexible channels like feedback surveys and questionnaires, we’re all ears!

These surveys and questionnaires play a pivotal role in providing feedback that we use to help us shape our services. They offer a treasure trove of information, highlighting what we’re excelling at and areas where we can do better. Short and sweet, most surveys are conveniently delivered via text message or email. So, keeping your contact details up to date is key!

The feedback gathered through these channels doesn’t just stop there. It fuels our formal engagement methods, ensuring that our discussions focus on the issues that truly matter to our customers. Plus, it provides a solid benchmark for our services, and ensures that any decisions made reflect the collective voice of our customers.

Curious to learn more or keen to get involved?

Currently, we host customer groups dedicated to discussing our Complaints Process, Repairs and Maintenance Services and our Community Living Schemes. We’re actively seeking to establish customer groups focused on shaping our Tenancy and Neighbourhood services, Communications and Customer Services, and our commitment to sustainability.

Drop us a line at involved@aspirehousing.co.uk or give our Customer Excellence Team a ring at 01782 635200 and ask for the Customer Engagement Team. We’re excited to hear from you!