Welcome to the latest edition of EPIC News. Another bumper issue with lots to share with you.
We will shortly be recruiting for two new Board Members and I would love to see applications from our tenants. If you are interested, please click here to see the full recruitment pack and what we are looking for. You may find having a conversation with me would be more helpful and I can share a little more with you and the nature of the two vacancies and what’s involved, including the recruitment process.
If you are interested, please reach out to mailbox@epichousing.co.uk in the first instance.
Enjoy the rest of the articles and what’s left of the summer.
Tracey
EPIC AWARDED TOP C1 GRADING FROM THE REGULATOR OF SOCIAL HOUSING
EPIC is delighted to announce we have been awarded the highest grading from the Regulator of Social Housing (RRSH) in recognition of the homes and services we provide for our tenants.
The RSH, which is a government body that regulates the social housing sector, has recently completed a thorough inspection of our organisation in June 2025.
We are already assessed on our Governance (G grading) and Financial Viability (V grading), but now there’s a new Consumer (C grading) where the Regulator looks at how we comply with the new Consumer Standards, introduced to help drive improvements in the quality of housing and services.
This is the first time EPIC has been inspected as part of the new standards and inspection programme, and we’re pleased to say that we’ve been awarded the highest possible C1 grading. We also improved our governance grading to G1 and maintained a V2 grading for financial viability.
Simon Wilson, Chair of the EPIC’s Board, added:
“Since joining EPIC as the Chair in April 2023, I have seen the organisation go from strength to strength. It’s been quite a journey and the future looks positive. Tenants are the reason we are here and we continue to listen and learn from them to provide the resources and support for all to thrive.”
We’re delighted that the Regulator has recognised the positive changes we’ve made in our governance and our commitment to improving homes and services for tenants.
t
Tracey Johnson, EPIC’s Chief Executive, said: “I am delighted with the results of our Inspection and it is a true testament to the culture and hard work at EPIC from all colleagues, supported and driven by our Board. The collaboration, engagement and influence of tenants has played a critical part in his and will continue to do so. A big shout out to all tenants but particularly our Tenant Ambassadors. I’m looking forward to continued improvements and working in the heart of our communities for benefit of all.”
In its judgement, the Regulator recognised our strengths, including:
We’re listening to tenants and acting on their feedback.
We’re keeping homes safe and wellmaintained.
We’re managing our organisation in a way that supports long-term improvements.
It’s great to know that the RSH is confident that we are meeting the new consumer standards. But that doesn’t mean our work will stop to ensure that we are providing the best service possible. We will continue to work with our tenants and hear their voices as we strive to continuously improve our services.
You can read all about how we were assessed and what these gradings mean, along with the full judgment on EPIC here.
EPIC CONNECTION
EPIC Connection
Over the past few months, we have been developing a training programme for all staff that builds on our existing culture and ways of working with tenants. This was launched in June 2025. We want to ensure that the way services are delivered, the quality of our interactions are based on a human and people-centred approach. We know that policies and procedures provide clarity in the way we deliver services, but what we also want to improve is the relationship we have with tenants. It is a way of working where trust, empathy and accountability guide how we connect with everyone. It’s about putting people first, building relationships and focussing on what good service looks and feels like. We want every interaction feel positive.
The EPIC Connection is a programme of development that is aimed at all staff, involves our Board and tenants, in its design and implementation. We already have a number of tenants who have expressed a desire to be involved and on the 11th of September, we will be hosting two events with an independent organisation to hear the thoughts and ideas from tenants, see details below.
If you would like to be involved, please contact Mark Bourne on 01782 252575 or email m.bourne@epichousing.co.uk. Look out for further updates as the year progresses.
An evening of conversation, ideas, and inspiration
As a valued tenant, your voice matters and we would like you to help shape the EPIC Connection. We would love for you to come along to this event, hosted by our independent and impartial consultants, The Connectives. They want to hear directly from you about what works, what could be better, what you expect from EPIC in the future and how you would like the relationship between us to work for you.
We’ll share some light refreshments and good company and together explore how we can build a better future – led by your needs, your priorities, and your vision.
Event Details:
11 September 2025
4.30pm – 5.30pm OR 5.30pm – 6.30pm. We are running 2 sessions, so please come to the one that suits you best
Big Hall, Bentilee Neighbourhood Centre, 231-251 Dawlish Drive, Stoke-on-Trent, ST2 0EU
Whether you’ve got big ideas, small suggestions, or simply want to listen and be part of the conversation, we’d love to see you there. Please click here to register.
EPIC CONNECTION
Stop Social Housing Stigma Campaign
The ‘EPIC Connection’ programme very much aligns to the Stop Social Housing Stigma campaign Rgoverned by an independent body of social housing tenants from across the country. The Campaign has a short survey, open to all tenants in social housing homes, which asks about tenants experiences of living in social housing and how this is affected by your relationship with your landlord.
If you would like to share your views on this subject, please click here to complete the survey. Your responses are not shared with EPIC but will be used by the Campaign to inform and direct their future work.
If you would like to learn more about the Stop Social Housing Stigma campaign, you can read more on their website here and if you would like to know more about ‘EPIC Connection’ please reach out to our Customer Services Team on 01782 252575 or email mailbox@epichousing.co.uk
EPIC NEWS
Compliments
We received 9 compliments for our staff and contractors between April and June 2025. Areas covered were cleaning of the communal areas in 6-blocks of flats, repairs and upgrades completed to tenants’ homes, and support given by staff.
Thank you to everyone who took the time to contact us to tell us when we’d done something right – this really helps us to see what is working and use that to improve other services.
Complaints
We recognise things don't always go right, if you wish to make a complaint, please use this form. We continue to work with tenants to resolve complaints in as positive way as possible.
EPIC NEWS
EPIC presents Alice Charity with a cheque for £1000 following fundraising efforts
We were delighted to present a cheque for £1,000 to Heather Sheldon, CEO Alice Charity as part of our quarterly staff away day on 19 June. Alice Charity was selected by our colleagues as our chosen fundraising charity for 2024-25.
The £1,000 was raised via a variety of external and internal events, including our tombola at The Discovery Academy Winter Fayre, selling water bottles at the St Stephen’s Church Bentilee Christmas Fayre, proceeds from our ‘tuck shop’, our staff Easter egg raffle and staff donations on Christmas Jumper Day. A huge thank you goes to all our suppliers and staff who donated gifts for the tombola and to staff who took time out to help coordinate events.
It was a pleasure to be able to donate an amount that we know will have a positive impact and provide much required support for the Alice Charity. Tracey, CEO EPIC, commented “At EPIC, we believe in being more than just a landlord, we’re part of a much wider community. Supporting the Alice Charity is something of which we are proud. The work they do touches lives right in the heart of Stoke-on-Trent and Newcastle-under-Lyme, where our colleagues, tenants, and families live and grow. It was a privilege to be able to contribute to a cause that reflects our values and makes a difference locally.”
Heather Sheldon, Alice Charity CEO said “On behalf of everyone at Alice, we extend our heartfelt thanks to EPIC for your incredible support. Your partnership has played a vital role in helping us reach and uplift those most in need. Your commitment to the local community aligns closely with our mission, and together, we’ve been able to make a meaningful difference in the lives of so many. Thank you for your continued passion and for helping us build stronger, more connected communities.”
EPIC NEWS
New website coming soon
We are currently working on the final touches of our new website, and it is almost ready to be tested by you – our tenants. We want to ensure you can find the information you need and that it is easy to understand.
We would really value your feedback on this so if it sounds like something you would like to be part of, please email Mark Bourne to register your interest –m.bourne@epichousing.co.uk.
An update on our Tenant Portal
We announced earlier this year that we would be launching our tenant portal, where tenants could start to self-serve their tenancies by being able to make a payment, view rent statements and complete forms.
While the portal is designed and ready to go, we found issues in relation to security, and until these issues are resolved we won’t be able to launch. We would never want to launch anything that compromises the safety of our tenants' data. We’re currently working with the providers on a fix, and we’ll provide a further update when we know more.
Data Capture
We continue to reach out to tenants by phone to ensure we have up-to-date personal information. Having this information helps us to ensure that our services meet your needs and expectations.
You don’t have to share any information that you don’t want to, and if you have already had a call from us then you will not receive another one this time around. If you have any doubts around a call that you receive asking for this information, please advise the caller that you will hang up and check with our reception team to make sure that it is genuine.
How are we performing?
At the end of the financial year, in May 2025, we published our first Business Performance report on our website so that our tenants can see how we are performing in areas that impact them.
The reports can be found on our website here, and will be updated on a quarterly basis, with the Q1 2025/26 report being published a few weeks ago.
We also publish our Tenant Satisfaction Measures here so that you can have a full suite of information in relation to our performance.
EPIC NEWS
In April, we started our programme of Estate Walks. EPIC staff have joined tenants in the community to explore the condition of the external environment, communal gardens and communal entrances.
So far, we have carried out two walks in Meir and Hanley as well as one in Bentilee (with a second planned soon). Improvements have been made in environmental issues and communal area repairs.
If you would like to join us on an estate walk then you can register your interest online here or contact us by calling 01782 252575 or emailing mailbox@epichousing.co.uk
Keeping your property clear
Please do not leave items such as household furniture, rubbish bags etc. in your front or rear garden as this poses a fire hazard.
School Shoes Campaign
Earlier this month we gave out 80 vouchers to tenants to assist in buying school shoes ahead of the new term.
We hope this initiative helps and eases household budgets in the midst of a cost of living crisis, as well as providing support to children to enable them to thrive in their own learning environments, regardless of financial circumstances. It’s a small way for EPIC to support and foster resilience in the communities where we work.
Ending your tenancy
Please remember that if you wish to end your tenancy you must give us at least four weeks’ notice in writing. This notice period will begin on a Monday and end on a Sunday.
More information can be found on our website here
Estate Walks
COMMUNITY NEWS
Housing Repair Scams
We have been notified about housing repair scams, also known as “claim farming.”
In these scams, individuals or companies pressure tenants into making legal disrepair claims against their landlords, often using misleading promises, hidden fees, and aggressive tactics like cold calling, leaflets, or social media ads.
Risks to tenants:
You could face financial loss from legal or court costs. You might breach your tenancy agreement if you prevent EPIC from accessing for repairs. You may be misled by fraudulent companies with fake names or contact details.
What to do if you suspect a scam:
Be alert to anyone who contacts you unexpectedly about repairs or legal claims. Be cautious of suspicious text messages, emails, and telephone calls. Do not sign anything immediately, read any documentation carefully and contact EPIC for advice. Always be cautious of anyone asking for money to complete a repair or claiming to work on behalf of EPIC or local authority without providing details of the repair request or showing valid photographic ID.
Be alert to anyone asking for money or your bank account details. Report the potential scam to EPIC. Report the scam to Action Fraud or seek advice from Citizens Advice. Contact your local authority directly using known details, such as those on the local authority’s website.
A new Credit Union in Stoke-on-Trent
We’ve been made aware of a new Credit Union coming to Stokeon-Trent. Just Credit Union are looking to open an office in the area by October 2025 and we’ll be providing more information once the Stoke office has been established.
What is a Credit Union?
A Credit Union is a self-help co-operative whose members pool their savings to provide each other with credit at a low interest rate.
COMMUNITY NEWS
Date for second national emergency alert test set
Millions of mobile devices will vibrate and make a siren sound for around 10 seconds at approximately 3pm on Sunday, 7 September, along with a text. The message, which will be sent to all 4G and 5G phone networks in the UK, will make clear that this is a test and no further action is required.
The national test of the Emergency Alerts system was announced by Chancellor of the Duchy of Lancaster, Pat McFadden, last month, alongside a new Resilience Action Plan to improve the way the government prepares for and responds to emergencies.
The test will be the second of its kind and follows a government commitment to test the system regularly to make sure it works optimally and familiarise the public with the alerts. Since the first national test of the Emergency Alerts system in April 2023, five alerts have been sent, including during major storms when lives were at risk.
Digital Switchover
Between April 2023 and the end of 2026, telephone providers such as BT, Virgin Media, and O2 will be moving customers from old telephone landlines to a new digital telephone system.
Tenants who rely on devices like lifeline alarms, fall monitors, or alarm systems must notify their provider to ensure they continue to work after the switch.
Find out what you, your family and neighbours need to do here
Summer Play and Move at Bentilee Family Hub
On Wednesday 6 August, staff from EPIC supported the Summer Play and Move event organised by Stoke Thrive at Five.
As well as a swing ball set, we took bigger version of popular games like connect four and noughts and crosses.
The sun was shining, and it was great to see so many families enjoy this fantastic event.
GET YOUR HOME WINTER READY
As we get closer to the colder months, it is essential to ensure that your home is ready to withstand the challenges of winter, and one of the primary concerns during this season is damp and mould. Damp and mould not only affect your living conditions but can also have adverse effects on your health.
To help you maintain a comfortable and healthy home, we've put together some practical tips on how to prepare your home to prevent damp and mould in the coming winter months.
Ventilation is key – open windows and air vents to allow humid air to ventilate out of the property. Dry clothes properly – if you don't have a vented tumble dryer, make sure you dry clothes in a wellventilated space or use a dehumidifier to remove excess moisture. Keep furniture away from walls – leave a gap between your furniture and the walls to allow air to circulate. This prevents moisture from being trapped behind furniture. Remove excess moisture – wipe moisture from windows so it doesn’t re-evaporate during the day.
If you are experiencing issues with damp, mould or condensation in your home we want to hear from you, please contact us using the form on our website.
For tenants with EnviroVent humidity fans, it is important that you keep these switched on as they will improve the ventilation of the room as well as reduce moisture and unwanted odours.
HOME CONTENTS INSURANCE
Do you have a home contents insurance policy?
Whilst EPIC insures the building you live in, it is your responsibility to take out home contents insurance to protect your personal belongings in case of a disaster.
For example, if there was a fire or flood at your home, we would repaint and replace carpets, but we wouldn’t cover any damage to items such as furniture, clothes and electricals.
More information on contents insurance can be found on the Money Helper website here. This is a government-backed Money Helper service.
If you would like to get a quote, you can click here to visit Thistle’s website, they are the preferred supplier of the National Housing Federation.
SEASONAL RECIPE – HAM PICNIC PASTA
This ham pasta is delicious cold at a picnic or in a packed lunch or warmed up for dinner at home.
You could adapt it depending on what you have available. Try swapping the ham for chicken or tuna or use celery instead of pepper.
Ingredients
250g dried pasta
6 tbsp mayonnaise
1 tbsp honey
1 tsp English mustard
1 tsp dried chilli flakes (optional depending on your taste)
100g cooked ham or gammon
1 pepper (any colour), deseeded and sliced into short strips
6 spring onions, thinly sliced
Method
1.Cook the pasta according to packet instructions in boiling water. Once cooked, drain and set aside. If you will be eating this cold, rinse the pasta in a sieve under cold running water until cooled completely.
2 In a large bowl, mix the mayonnaise, honey, mustard and dried chilli flakes together.
3 Add the cooked pasta, ham, pepper and spring onions and mix well. Season with salt and pepper to suit your taste then serve. If you are making this for a packed lunch, put it into a lidded container and keep cool.
Recipe from BBC Good Food.
Do you have a recipe that you would like to share? Email it to us and it could be included in the next newsletter – marketing@epichousing.co.uk.
Did you know that as an EPIC tenant, you can sign up to the Housing Perks app to save money on your shopping?
Discounts are available on everything from everyday supermarket shops, DIY, and fashion to jewellery and experience days. Throughout 2024-25, tenants who signed up to the app saved a combined savings total of just over £2,800. If you aren’t already signed up to the Housing Perks app you can find out more here or contact our reception team on 01782 252575.
