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Y D A E R U ARE YO ERSAL FOR UNIV CREDIT? re will affect mo it d re C l a s ... r e Univ t more inside u o d in F r. a e people this y



10 Good Things for tenants – great prizes every month ! Pg 06


TERPRISE CREATING ENH OME TO D E V O M S A H MOCHDRgE08 READ MORE P Customer Service: 0300 124 0040 All calls with Customer Services are recorded Audio and print copies of this newsletter are available

ARE YOU READY FOR UNIVERSAL CREDIT? Universal Credit is a new benefit to support you if you’re working and on a low income or if you’re out of work. NB – Universal Credit only affects you if you are working age. What is Universal Credit? Universal Credit is a single monthly payment for people in or out of work. It replaces some of the benefits and tax credits that you might be getting now:







It can take at least 5 weeks to get your first payment so try and put some money aside so you’re not left struggling. 2

When could it affect you? Universal Credit will affect more people in the County of Conwy from April 2018. If you receive benefits and your circumstances change, or if you are a new claimant, you will be asked to claim Universal Credit. A change of circumstances could be: • You are found fit for work so Employment and Support Allowance stops • Relationship starts or ends • Bereavement • Change in working hours • Loss of job • Move from Job Seekers to Income Support when your child is born • Becoming a carer • You are a lone parent and your youngest child turns 5 • If you become sick and unable to work

Things you need to know • Universal Credit is paid monthly in arrears so it will take at least 5 weeks after you make your claim to get your first payment. • If you get help with your rent, this will be included in your monthly payment – you’ll then pay us directly. • You have to make your claim and stay in touch online. • You must have a bank account in order to receive Universal Credit.

• If you live with someone as a couple and you are both entitled to claim Universal Credit, you will get one monthly joint payment paid into a single bank account. • There are no limits on how many hours a week you can work if you’re claiming Universal Credit. Instead, the amount you get will gradually reduce as you earn more, so you won’t lose all your benefits at once.

0300 124 0040


You’ll need the following details for you and your partner: • your postcode • your National Insurance number – you can find this on a payslip or letter from HMRC – you can phone the helpline on 0300 200 3500 (textphone 0300 200 3519) if you can’t find it • details of your bank, building society, credit union or Post Office card account (if you don’t have one of these, you’ll need to open an account) • the type of accommodation you have, for example private rent, council tenant, or housing association tenant – make sure you check this before you apply • how much rent you pay – this can be found on your rent agreement or statements. You can view these online at www.mycartrefi. org (if you are a Cartrefi Conwy tenant) • your landlord’s address – this can be found on any paperwork from Cartrefi Conwy • your landlord’s phone number

IMPORTANT You’ll need evidence for all these details when you go to your interview, so you’ll need to gather all the documents together, for example landlord agreement (or a letter from them with your rent amount on it), payslips, bank statements etc.

You need a bank account to get Universal Credit

You need an email address to l make a Universa Credit Claim

• details of any savings you have and any other ‘capital’ investments, for example shares or property that you don’t live in • details of any income that’s not from work, for example from a pension or insurance plan • details of how much you earn from work, for example recent payslips

You have to pay your rent directly to us

• how much you pay for childcare (if you want to claim for childcare costs) • details of any other benefits you’re getting, - what benefit and how much you get • reference numbers for Child Benefit if you have children – this can be found on letters to you about child benefit, it will start with ‘CHB’ and is made up of 8 numbers and 2 letters, for example CHB12345678 AB. Phone the Child Benefit Office on 0300 200 3100 (textphone 0300 200 3103) if you need help


You can pay online 24/7:

WE ARE HERE TO HELP Universal Credit doesn’t have to be scary. Our Money Support team are on hand to help you through Universal Credit. The team can help you with: • Your Universal Credit claim • Budgeting tips • Debt support and where to go for help • Setting up a bank account • And much, much more

WE ARE RUNNING MONEY SUPPORT DROP IN SESSIONS IN YOUR COMMUNITY: Llanrwst Golygfa Gwydir, Plough Street Start Monday 9th April, 2-4pm (and second Monday of each month) Colwyn Bay Douglas Road Youth Centre Start Tuesday 10th April 2-4pm (and second Tuesday of each month) Kinmel Bay Chester Avenue Community House Start Wednesday 11th April 09:30–11:30am (and second Wednesday of each month)

Don’t worry if you aren’t able to get to any of these sessions - Katy or Mandy can visit you in your home. If you need help and support with your money please let us know: Phone: 0300 124 0040 (ask to speak to Mandy or Katy) Email: For some really useful money hints and tips go to:

Llandudno Ty Llywelyn, Ffordd Yr Orsedd Start Thursday 12th April 2-4pm (and second Thursday of each month) Abergele Itaca, Bridge Street Start Friday 13th April 2-4pm (and second Friday of each month) 0300 124 0040




To celebrate Cartrefi Conwy’s 10th birthday, away 10 Good Things to tenants.

we’re giving

ialcartreficonwy) Follow our Facebook page ( and don’t forget to for more details of each month’s competition enter – you’ve got to be in it to win it!

Cartrefi Conwy tenants. In March, we gave for just tion peti com new a be will e ther th, Every mon . Coming up, you could win a family glamping a very deserving Mum a voucher for a spa day orld voucher for an adventurous Dad. break, a National Trust family ticket or a ZipW

APRIL Family Glamping Break Enter our prize draw for a 3 night break for up to 6 people in a traditional Mongolian Yurt. Staying in a peaceful location between Conwy and Betwsy-Coed at Cae Wennol, relax and enjoy nature on this ‘get away from it all’ break. The family yurt comes with a double bed and two double futons, plus a private toilet. Make a magical atmosphere with the log burner and tea light lanterns. There is a shared covered cooking area, a pizza oven and shower facilities. Dates for the winning break depend on availability of the yurt.

MAY Dad’s ZipWorld Voucher Nominate a great Dad you know to win a ZipWorld voucher for the adventure of a lifetime. Choose from an individual adventure on the Velocity zipline or a family ride on the Fforest Coaster or Fforest Skyride. Entries must either be from a Cartrefi Conwy tenant or the nominated Dad must be a Cartrefi Conwy tenant. Prize comes in the form of a voucher for a family to be used at ZipWorld. ZipWorld’s own terms and conditions apply to the voucher.


JUNE National Trust Family Ticket Win a year’s family ticket for the National Trust. Free entry to Bodnant Garden, Penrhyn Castle, Plas Newydd and many more places in Wales and around the UK. The ticket is for two adults and up to 10 children or grandchildren under 18 years old.

HOW TO ENTER Send us a private message on Facebook, email us at communications@cartreficonwy. org or send us a letter to Cartrefi Conwy, North Wales Business Park, Morfa Gele, Cae Eithin, Abergele, LL22 8LJ. Please give us phone number and your address – you must be a Cartrefi Conwy tenant to enter the prize draw.

Coming up later in the year – win broadband for a year, an Arriva travel pass or an RGC Community Day!

G N A B A H T I W K C BA 18


) (11 – 3.30pm ly u J th 6 2 day When: Thurs rk a P s ia ir E d iwm ZipWorl Where: Stad

This year’s BIG Day Out is going to be even bigger and better. Come and join us at our award winning BIG Day Out. We have some great surprises up our sleeve this year, along with: • • • • • • • • •

Circus and acrobats Ranger Rob (back by popular demand) Zumba Free running Street dancing Inflatable fun for all ages Lantern Parad e Face painting And much, much more …

Book now for your free transport - advanced booking necessary - book before Friday 29th June: Email: Phone: (01745) 335345 Look out for your invitation arriving early July

Follow us on F ac for regular up ebook dates 0300 124 0040


CREATING ENTERPRISE HAS MOVED TO ITS BRAND NEW PREMISES IN THE CENTRE OF MOCHDRE Next to the new office, our Employment Academy also has a new space - exclusively designed for tenants to come in to get support, training and help to find a job. Pop down to meet Sioned and Richard to talk about how they can help you.

WHAT’S AVAILABLE IN OUR EMPLOYMENT ACADEMY Come in for a cappuccino and cake, and you can apply for jobs in our comfortable training lounge. We will be open 10:00 – 12:00 and 14:00 – 16:00 every Monday, Tuesday, Thursday and Friday, and 9:30 – 11:30 every Wednesday.

FIRST STEPS INTO EMPLOYMENT What is it? 11 week course to help you become more employable (1.5 days a week) Why? • You’ll get a half day training on preparing to get a job • 1 day volunteering in a role that interests you • Plus any out of pocket expenses paid 8

Turn the page now to meet Keith Faulkner and read his real tenant experience of First Steps to Employment. To find out more information when this popular course is next running call Sioned on 07391 019945 or Email: sioned.williams@

WE HELD OUR FIRST JOB FAIR ON THE 12TH APRIL There were many local employers on site offering jobs for Cartrefi Conwy tenants and local residents including: • NHS, Zip World, Deganwy Quay, Conwy Council, Imperial Hotel Llandudno, St George Hotel Llandudno, Brenig Construction and Premier Inn / Brewer’s Fayre and many more... Plus there was a chance to win some great prizes including: • a family pass for Zip World’s Fforest Coaster, lunch on the terrace at Deganwy Quay, afternoon tea at the Imperial Hotel in Llandudno, RGC rugby tickets and a tour around their training facilities at Stadiwm Zip World. To find out more information on finding a job with these local employers give Richard a call on 07391 019941 or email: richard.chance@creatingenterprise. It’s a fact In the last 12 months alone the team at Creating Enterprise have: • Helped 40 local people to find a job • Delivered 179 sessions to help people looking for work with training and gaining qualifications • Supported 23 volunteers to get work experience

Come Visit: Creating Enterprise Cartrefi Conwy Business Park, Station Road (opposite Mochdre Infant’s School) Mochdre LL28 5EF Tel 07391 019 945


@CreatingE 07391 019 945


Keith Falkner Keith Falkner Keith Keith Falkner Falkner Keith KeithFalkner Falkner

Volunteer Property Turnaround Assistant Volunteer Property Turnaround Assistant Volunteer Volunteer Property Property Turnaround Turnaround Assistant Assistant Volunteer VolunteerProperty PropertyTurnaround TurnaroundAssistant Assistant Keithwas wasvisiting visitingCartrefi CartrefiConwy’s Conwy’soffice officeabout abouthis hisrent rent Keith Keith Keithwas wasvisiting visitingCartrefi CartrefiConwy’s Conwy’soffice officeabout abouthis hisrent rent Keith Keithwas was visiting visiting Cartrefi Cartrefi Conwy’s Conwy’s office office about abouthis his rent rent when hesaw saw leaflets about Creating Enterprise. Until when he leaflets about Creating Enterprise. Until when whenhehesaw sawleaflets leafletsabout aboutCreating CreatingEnterprise. Enterprise.Until Until when when hehesaw saw leaflets leaflets about about Creating Enterprise. Enterprise.Until Until two years before, Keith hadCreating beena aself-employed self-employed two years before, Keith had been two twoyears yearsbefore, before,Keith Keithhad hadbeen beena aself-employed self-employed two two years years before, before, Keith Keith had had been been athat aself-employed self-employed painter and decorator and knew wouldgogoback back painter and decorator and knew that hehewould painter painterand anddecorator decoratorand andknew knewthat thathehewould wouldgogoback back painter and and decorator decorator and andknew knew that that hehe would would gogoback towork work one day.He Hethought thought full time job would be topainter one day. a afull time job would beback totowork workone oneday. day.He Hethought thoughta afull fulltime timejob jobwould wouldbebe to to work work one one day. day. He He thought thought a afull full time time job jobwould would beget be too much for him straight away, but needed too much for him straight away, but heheneeded totoget too toomuch muchfor forhim himstraight straightaway, away,but butheheneeded neededtotoget get too too much for forhim himstraight straightaway, away,but butheheneeded neededtotoget get into aroutine. routine. into amuch into intoa aroutine. routine. into intoa aroutine. routine. Keith decided theFirst FirstSteps Stepscourse coursewould wouldbebea agood good Keith decided the Keith Keithdecided decidedthe theFirst FirstSteps Stepscourse coursewould wouldbebea agood good Keith Keith decided decided the the First First Steps Steps course course would would be bea agood good start to helphim him get out the house - 11weeks weeks with start to help get out ofofthe house - 11 with start starttotohelp helphim himget getout outofofthe thehouse house- 11 - 11weeks weekswith with start toto help helphim himget getand out outof of the the house house -training 11 - 11weeks weeks with aday’s day’s volunteering and half day’s asmall small a start volunteering half a aday’s training inina with a aday’s day’svolunteering volunteeringand andhalf halfa aday’s day’straining traininginina asmall small agroup agroup day’s day’s volunteering volunteering andhalf halfa aday’s day’straining traininginina asmall small every week. and every week. group groupevery everyweek. week. group groupevery everyweek. week. Hestarted startedvolunteering volunteeringwith withthe theProperty PropertyTurnaround TurnaroundTeam Teamworking workingwith withWayne Waynethe thesupervisor, supervisor, He He Hestarted startedvolunteering volunteeringwith withthe theProperty PropertyTurnaround TurnaroundTeam Teamworking workingwith withWayne Waynethe thesupervisor, supervisor, He He started started volunteering volunteering with the theProperty Property Turnaround Turnaround Team Teamworking working with with Wayne Wayne the thesupervisor, supervisor, who very experienced insupporting supporting trainees andvolunteers. volunteers. Afterhis his first day,Keith Keith saidhe’d he’d who isisvery experienced inwith trainees and After first day, said who whoisisvery veryexperienced experiencedininsupporting supportingtrainees traineesand andvolunteers. volunteers.After Afterhis hisfirst firstday, day,Keith Keithsaid saidhe’d he’d who who isextremely isextremely very veryexperienced experienced inbut inbut supporting supporting and and volunteers. volunteers. After After his his first first day, day,Keith Keith said saidhe’d he’d been nervous, he’dhad hadtrainees agreat greatday day with Wayne’s team. He appreciated having been nervous, he’d a trainees with Wayne’s team. He appreciated having aa been beenextremely extremelynervous, nervous,but buthe’d he’dhad hada agreat greatday daywith withWayne’s Wayne’steam. team.He Heappreciated appreciatedhaving havinga a been beenextremely extremely nervous, nervous, but buthe’d he’d had had a agreat great day daywith with Wayne’s Wayne’s team. team. He He appreciated appreciated having having aa reason getupup thatmorning morning and having something talkabout about with his childrenafter after school, reason totoget that and having something toto talk with his children school, reason reasontotoget getupupthat thatmorning morningand andhaving havingsomething somethingtototalk talkabout aboutwith withhis hischildren childrenafter afterschool, school, reason reason to to get getto up up that that morning morning and andhaving havingsomething somethingtototalk talkabout aboutwith withhis hischildren childrenafter afterschool, school, andfor for them to be proud him. and them be proud ofofhim. and andfor forthem themtotobebeproud proudofofhim. him. and andfor forthem themtotobebeproud proudofofhim. him. Overthe thenext nextfew fewweeks weeksvolunteering, volunteering,Keith Keithgrew grewininconfidence. confidence.He Hehas hasa alot lotofofexperience experienceinin Over Over Overthe thenext nextfew fewweeks weeksvolunteering, volunteering,Keith Keithgrew grewininconfidence. confidence.He Hehas hasa alot lotofofexperience experienceinin Over Overthe the next nextfew fewweeks weeks volunteering, volunteering, Keith Keithgrew grew ininconfidence. confidence. He Hehas has afix alot experience experience inin was garden maintenance, when thelawnmower lawnmower broke, Keithwas wasable able tofix itinof inof minutes, which was garden maintenance, sosowhen the broke, Keith to itlot minutes, which garden gardenmaintenance, maintenance,sosowhen whenthe thelawnmower lawnmowerbroke, broke,Keith Keithwas wasable abletotofixfixititininminutes, minutes,which whichwas was garden garden maintenance, maintenance, sosowhen whenthe thelawnmower lawnmowerbroke, broke,Keith Keithwas wasable abletotofixfixititininminutes, minutes,which whichwas was veryuseful useful theteam. team. very totothe very veryuseful usefultotothe theteam. team. very veryuseful usefultotothe theteam. team. fewweeks weeksafter afterstarting startingthe thecourse, course,Keith Keithwas wasfilmed filmedbybyNorth NorthWales WalesTV. TV.ItItgave gavehim hima a AAfew AAfew fewweeks weeksafter afterstarting startingthe thecourse, course,Keith Keithwas wasfilmed filmedbybyNorth NorthWales WalesTV. TV.ItItgave gavehim hima a A A few fewweeks weeks after afterand starting starting the the course, course,he Keith Keith was wasfilmed filmed by by North NorthWales Wales TV. TV. It gave gave him himabefore abefore confidence boost, and was something he wouldn’t have considered doing few months confidence boost, was something wouldn’t have considered doing a aIt few months confidence confidenceboost, boost,and andwas wassomething somethinghehewouldn’t wouldn’thave haveconsidered considereddoing doinga afew fewmonths monthsbefore before confidence confidence boost, boost,and and was was something something he he wouldn’t wouldn’t have have considered considered doing doing a afew fewmonths months before before whenhehestruggled struggled talking to peoplehehe didn’t know, never mindbeing being interviewed andfilmed. filmed. when talking to people didn’t know, never mind interviewed and when whenhehestruggled struggledtalking talkingtotopeople peoplehehedidn’t didn’tknow, know,never nevermind mindbeing beinginterviewed interviewedand andfilmed. filmed. when whenhehestruggled struggledtalking talkingtotopeople peoplehehedidn’t didn’tknow, know,never nevermind mindbeing beinginterviewed interviewedand andfilmed. filmed. Keithisishoping hopingtotoincrease increasehis hisvolunteering volunteeringhours hourstotoget getinto intoananeven evenbetter betterroutine, routine,and andsosowhen when Keith Keith Keithisishoping hopingtotoincrease increasehis hisvolunteering volunteeringhours hourstotoget getinto intoananeven evenbetter betterroutine, routine,and andsosowhen when Keith isishoping hoping to toincrease increase his his volunteering volunteering hours hours totoget get into into an aneven even better better routine, routine,and and soso when when hefinds finds work,the the transition won’t shock. Keith has aneye eye onthe the nextvacancies vacancies with the heKeith work, transition won’t bebea ashock. Keith has an on next with the hehefinds findswork, work,the thetransition transitionwon’t won’tbebea ashock. shock.Keith Keithhas hasananeye eyeononthe thenext nextvacancies vacancieswith withthe the he hefinds findswork, work, the thetransition transition won’t won’t be beahe ashock. shock. Keith Keith has has eye eye on on the thenext next with the the that he willdo do what hean can ensure isvacancies strongwith candidate. Creating Enterprise teamand and saysthat will what hean can toto ensure heheisvacancies a astrong candidate. Creating Enterprise team says thathehewill willdodowhat whathehecan cantotoensure ensureheheisisa astrong strongcandidate. candidate. Creating CreatingEnterprise Enterpriseteam teamand andsays saysthat that hehewill will do dowhat what he he can cantotoensure ensure hehe isthat isa astrong strong candidate. candidate. Creating Creating Enterprise Enterprise team team says saysthat “Everytime time I’vecome come aand training session orwhen when I’ve volunteered, I feel I’vedone done “Every I’ve totoaand training session or I’ve volunteered, I feel that I’ve “Every “Everytime timeI’ve I’vecome cometotoa atraining trainingsession sessionororwhen whenI’ve I’vevolunteered, volunteered,I feel I feelthat thatI’ve I’vedone done “Every “Every time time I’ve I’ve come cometo to a atraining training ororwhen when I’ve I’vevolunteered, volunteered, I feel I feel that thatI’ve I’vedone done something, I’ve learnt something. I session seea achange change myself. WhenI see I see other something, I’ve learnt something. I session see ininmyself. When other something, something,I’ve I’velearnt learntsomething. something.I see I seea achange changeininmyself. myself.When WhenI see I seeother other something, something, I’ve I’ve learnt learntsomething. something. Ito see Ito see a achange inand inmyself. myself. WhenI see I seeother other Cartrefi Conwy tenants, I tellthem them get intouch touch and get When Cartrefi Conwy tenants, I tell get inchange get Cartrefi CartrefiConwy Conwytenants, tenants,I tell I tellthem themtotoget getinintouch touchand andget get Cartrefi Cartrefi Conwy tenants, tenants, Ineeds, tell Ineeds, tellthem them totoget get inintouch touch and and get get involved –itithas has metmy my I have never feltthat that I’ve hadtoto involved –Conwy met I have never felt I’ve had involved involved– –itithas hasmet metmy myneeds, needs,I have I havenever neverfelt feltthat thatI’ve I’vehad hadtoto involved – –itithas metwant my myneeds, needs, I have I have never never that that I’ve I’ve had had toto dosomething something I met don’t want do. Everything Ifelt have done so far doinvolved Ihas don’t totodo. Everything Ifelt have done so far dodosomething somethingI don’t I don’twant wanttotodo. do.Everything EverythingI have I havedone donesosofar far do dosomething something I don’t II don’t want want toto do. do.Everything Everything Iback have I have done done so sofar farI I has helpedme. me. I feellike like I’m slowly gettingback theperson person has helped feel I’m slowly getting toto the has hashelped helpedme. me.I feel I feellike likeI’m I’mslowly slowlygetting gettingback backtotothe theperson personI I has hashelped helped me.Ichallenging feel Ichallenging feellike likeI’m I’m slowly slowly getting getting back back totothe person myself for thefirst first time inaperson along long I I was andI enjoy I me. enjoy myself for the time inthe was and myselffor forthe thefirst firsttime timeinina along long was wasand andI enjoy I enjoychallenging challengingmyself myself myself for for the the first firsttime timeinina along long was wasand I enjoy I aenjoy challenging time. I feel alot lotchallenging morepositive positive about the future.” time. Iand feel more about the future.” time. time.I feel I feela alot lotmore morepositive positiveabout aboutthe thefuture.” future.” time. time.I feel I feela alot lotmore morepositive positiveabout aboutthe thefuture.” future.”

S R O O D T U O T E G G N I R P S S I H T S WITH U GET ON YOUR BIKE We are offering 16 of you the chance to join a FREE cycling activity along the coastal path. We will provide bikes and a qualified instructor! Plus the bikes have their own pedal power so don’t be put off before giving E-bikes a go… Thursday 19th April 2018

OR PUT THOSE WALKING SHOES ON We are offering you the chance to join a FREE walk around the scenic Llyn Crafnant with a qualified walk leader. Tuesday 24th April 2018 Don’t worry if you don’t have transport, we will arrange that if needed! Call, text or email us to let us know you’re coming and to secure your place - or get in touch with Lydia if you have any questions:

Call Lydia on: 0300 124 0040/07733012521 or email: 0300 124 0040


EVERYONE HAS THE RIGHT TO BE SAFE! Everyone has a right to be safe, no matter who they are or what their circumstances. Safeguarding is about protecting children, young people and vulnerable adults from abuse or neglect. We are all responsible for the safety of the most vulnerable members of our society.



• Physical or emotional: including hitting, slapping, kicking, restraining, pushing, burning, bullying.

If you suspect that someone you know is being abused - tell somebody.

• Sexual: including rape, unwanted advances, inappropriate language or dressing.

You can tell any member of Cartrefi Conwy staff in any way that you wish. You can also tell Social Services.

• Psychological: including humiliation, verbal abuse, isolation, intimidation.

Contact Cartrefi Conwy

• Financial and Material: including theft, fraud, possession or benefits. • Discriminatory: including discrimination on the grounds of gender, age, religion, race, disability, nationality, and sexuality. • Neglect and acts of omission: including under or over use of medication, inappropriate dressing, lack of food, drink or heat. Lack of care, ignoring apparent abuse of others.

You can tell us by: Phone: 0300 124 0040 Email: You can write to us at: Cartrefi Conwy, Morfa Gele, Cae Eithin, North Wales Business Park, Abergele, LL22 8LJ Or you can tell any member of staff. Conwy Access Team You can tell the Conwy Access Team by: Phone: 0300 456 1111 Out of hours: 01492 515 777 Fax: 01492 576330 Or email them: Or you can write to them: Conwy Access Team, Colwyn Leisure Centre, Eirias Park, Abergele Road, Colwyn Bay. LL29 7SP



Cuckooing is real and happening around us. It is a huge threat to where we live for: • you, • your children, • your family and friends, • everyone! What is Cuckooing? Gang members go to a new location away from where they live and where they know there’s the potential to run a profitable drug market. They set up a form of business franchise to market their product using a single named telephone number or ‘line’. They then find new bases (homes) where they can rest, hide, and store and distribute drugs, weapons and money. They gain and secure entry into homes through bullying, violence and taking advantage of vulnerable people. Local children and vulnerable adults are often used as ‘runners’, or forced labour.

What to look out for • An increase in the number of comings and goings, including people you haven’t seen before • There might be new vehicles outside the property • An increase in anti-social behaviour in and around the property • Unknown people with keys to the property What to do if you suspect it’s happening where you live Protect your children, your family and friends, and the area you live in by telling someone. Contact Cartrefi Conwy, local Police or other support agencies.


0300 124 0040 13

T A Y A S R HAVE YOU NWY O C I F E R T R A C Taking part in tenant consultations is a quick and easy way to get your voice heard. Here at Cartrefi Conwy we run regular consultations to find out what tenants think about our services. You can take part in consultations online, by post and telephone surveys or at many different events. What you say does make a difference and changes things for the better. Last Summer we asked tenants what they thought about having a member of Cartrefi Conwy Customer Services team based in the Conwy Housing Solutions office in Colwyn Bay. We talked about the use of this service and the fact that most people who came into the office were visiting about Conwy Housing Solutions services and not Cartrefi Conwy. With this in mind, between May and June last year the Customer Service team member moved from Conwy Housing Solutions to work from our call centre instead, to see what happened. 14

Here’s what happened

• We got more calls to the Customer Services call centre (0300 124 0040 number) • The number of calls answered within 30 seconds increased from 21.80% to 53%

• The number of calls waiting over 2 minutes decreased from

28.2% to 8.8%

• The average time to answer calls reduced from 118 seconds to 45 seconds

• The longest wait reduced from

11:20 minutes to 05:58 minutes

Why? Because there was an extra staff member in the call centre. We were really happy with these results so we asked tenants if we could keep this person in the call centre. This would mean no Cartrefi Conwy Customer Services staff in the Colwyn Bay office but an improved service on the 0300 number. 78% of tenants said that they would be happy for us to do this. So that’s what we have done and so far it is working really well.

REPAIRS SATISFACTION SURVEY We wanted to know what tenants thought about the survey that we ask tenants to complete after a repair at their property. We asked tenants how they felt about: • The number of questions in the survey • The relevance of the questions in the survey • The amount of data collected by Cartrefi Conwy through the survey There was a bit of a mixed response from this consultation. Our tradespeople also told us that tenants in general are fed up of having to answer so many questions. So now we’re looking at the questions we ask and how we can use a smaller set of questions in the future. Thank you to everyone who took part in the consultations. And don’t forget you could win £25 Love 2 Shop vouchers if you take part in future consultation.

st Love 2 Shop la r ou of r ne in w e th s a Marie Peck w time for Christmas. in st ju ed iv ce re e sh ch vouchers, whi vouchers. What a e th r fo h uc m so u yo nk She said “Tha hing nice to spend et m so nd fi l I’l re su I’m ! lovely surprise them on, thanks again”. sultations then please contact If you would like to get involved in future con ail at Laura Thomas on 0300 124 0040 or via em

I’M INVOLVED - £100 PRIZE DRAW EVERY 3 MONTHS Open to all our tenants who get involved in their community or get involved in improving Cartrefi Conwy’s services. 0300 124 0040 15

D O O G S A Y L N O IS A PLACE IT IN E L P O E P E H T S A With local authorities being hit by more cuts and having to deliver the same services for less the saying ‘A place is only as good as the people in it’ is becoming more and more meaningful. Next time you think about the place where you live and have a reason not to join in to make it better why not think the opposite…

Thank you so much to everyone who attended a Community Litter Pick at Tre Cwm on an icy cold day in late February to help clean up the area.

It’s great news that Parc Peuwlys Go Green Group has signed the lease for a piece of land to transform into a community garden. We look forward to following their progress and share their news over the coming months. Pictured are members of the group getting rotavator training. They will be using a rotavotr to speed up cultivating their land once it is cleared. 16

We think Gwilym and Janyne Jones from Cerrigydrudion are just marvellous. Just as the January blues blow in these Cartrefi Conwy tenants organised an afternoon tea for their community. Other local volunteers helped them serve up afternoon tea to over 100 local residents. They also arranged the raffle prizes and entertainment – including a good old singalong with a local musician and the showing of a local movie featuring local stars.

We loved reading about Llanfairfechan couple Pedro and Sarah Griffiths who have turned around an issue that was causing bitterness in their community for dog walkers. They made their own dog poo bins and by getting community volunteers to empty them it now means Glan y Môr Elias nature reserve is an area for both dog walkers and others to enjoy together. Read more… news/intimidated-dog-walkers-saytheyve-14341295 17

DO YOU KNOW A COMMUNITY GROUP LOOKING FOR FUNDING? REMEMBER CARTREFI CONWY’S COMMUNITY CHEST FUND COULD HELP! The fund supports small scale projects that improve the quality of life for our tenants and the communities they live in. Grants of up to £3,000 are available to any voluntary, community or recreational groups. Visit our website to get the application form, or call 0300 124 0040 or email:


REMEMBER For all our up to date news, job opportunities and competitions visit our website and Facebook sites. /officialcartreficonwy



Open to all our tenants who are connected with Cartrefi Conwy online, using the MyCartrefi web portal to pay rent, report repairs or manage accounts. Mrs Conway I’m Connected Winner

I PAY £200 PRIZE DRAW EVERY MONTH Open to all our tenants who are up-to-date with their rent and pay on time.

I’M PROUD £100 PRIZE DRAW EVERY MONTH Open to all our tenants who have received a Home Partner visit in the last month and take care of their homes, keeping them clean and tidy.

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As a thank you for using MyCartrefi, every month that you use our online service, we will enter you into a prize draw for a chance to win £200.

Using MyCartrefi you can: • Make a payment • Report repairs

• Get in touch with us • View your statement

• Check your balance • Update your contact details

Getting online with MyCartrefi is really easy but if you need any help, let us know: Call: 0300 1240040 | Email: | Online:


Go to and enter your tenancy reference, date of birth and surname.


Enter your email address and then create a username and password that you will use to log on in future.


You will receive an email with a link to activate your account.

To register you will need to enter your tenancy reference number. This can be found on any letter sent to you from Cartrefi Conwy.

Together Spring 2018  
Together Spring 2018