READ CONNECTIONS ONLINE  AT
YOUR QUARTERLY NEWSLETTER FROM FAMILY MOSAIC
AUTUMN 2016
contents 2 3-5
NEWS ROUND UP
News from us, from the outside world and from your neighbourhoods
6-7
editorial
news round-up
BRITAIN’S DIVERSITY IS ITS STRENGTH
BEST IN BLOOM
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WINNERS OF THIS YEAR’S GARDENING COMPETITION
SPECIAL FEATURE
REPAIRS TRANSFORMED A long filtering process has led to our appointing a new network of contractors to undertake your day-to-day repairs
WE’VE GOT YOU COVERED
Who’ll be doing what and where
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CELEBRATE DIVERSITY
MINORITY VOICES
Tenant board member Shaima Mezzi reflects on attitudes to perceived minorities in the wake of Brexit
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GET INVOLVED
RETHINKING TACTICS New report explains our fresh approach to involving and empowering you
Diversity is in the news at the moment and was the inspiration for our front cover, with tenant board member Shaima Mezzi sharing a well considered opinion piece on page 8. Brexit has increased the volume of the debate although most people support a diverse Britain and a diverse London. I think most people are tolerant and open to change, but clearly some people fear change and want to protect what we have. London, in particular, is seen as a successful way to embrace diversity, and although it is far from perfect it is much better
than most cities I have visited in the UK, Europe and USA. As a social landlord and a large employer, Family Mosaic has always welcomed diversity. It makes good business sense. If we get it right we attract the best staff and it helps us to achieve our charitable and commercial objectives. We serve a diverse community and we try to reflect its make-up. I personally love the way that both the UK and Family Mosaic have evolved and become enriched by different views and cultures. BRENDAN SARSFIELD CHIEF EXECUTIVE
Clockwise from left: Koulla Prodomou, winner of best container or basket display ★ Helen Sullivan’s winning shared garden ★ best private garden, won by Mrs Phillips
FIVE MINUTES WITH...
ROHAN GORDON
New feature: mini-interviews with a neighbourhood manager tackling a tough problem for tenants and neighbours alike
10-11 CREDITS: COVER PICS BY CHARLOTTE SEXTON AND RORY CHAMPION. EDITORIAL PORTRAIT BY RORY CHAMPION
FINDING WORK
STORIES FROM THE BOOTCAMP Four bootcampers talk to Connections about their recent experience
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INDEPENDENT RESIDENT SCRUTINY PANEL
RECRUITMENT DRIVE
New members sought for key panel USEFUL CONTACTS
WITH THIS ISSUE OF CONNECTIONS:
OUR ANNUAL REPORT TO YOU
WINNER
Accompanying this issue of Connections is the 2016 Family Mosaic Residents Annual Review (In Brief) providing a summary of our performance over the past year.
Mrs Philips, Newham
BEST SHARED GARDEN Ms Helen Sullivan, Hackney
BEST FOR WILDLIFE Mrs Burrell, Greenwich
BEST SINGLE CONTAINER OR BASKET DISPLAY Koulla Prodomou, Barnet
The full report will also be available at www.familymosaic.co.uk
AUTUMN CROSSWORD
Tenants in the following postcodes have won £250 in our quarterly prize draw of tenants who have kept their rent account in credit. East: E8 1AB Essex: CO2 7UW South: SW4 9LS North/west: N6 5LL
BEST PRIVATE GARDEN
If you would like us to send you a copy of the full report, email pressoffice@familymosaic.co.uk or call q020 7089 1044.
Phone numbers and email addresses
RENT DRAW WINNERS
CONNECTIONS IS YOUR MAGAZINE Connections is written for you, to tell you about service changes and local news. We are always looking for people to contribute ideas, write news or features or take photos of things of interest happening in your community.
Garden centre vouchers worth £50 each have gone to the winners of our Best in Bloom competition, with £15 vouchers for the runner up. The competition, now in its second year, celebrates your talent for gardening and is open to anyone in Essex or London who shares a garden, has one of their own or tends a window box
If you would like to contribute a story, photo or idea to Connections please email editor Yvonne Luu at Yvonne.Luu@familymosaic.co.uk If you would like to get Connections by email, or not at all, please let us know! To read Connections online see familymosaicconnections.co.uk
FAMILY MOSAIC’S FOOTBALL TALENT CRUSHED AT THE FEET OF GHGA TEAM Standing head and shoulders above this year’s Euro Cup for sheer passion was a match between the Get Healthy Get Active (GHGA) team and our own staff team.
Walloped
Over 40 players and fans turned up to Hackney Marshes... to watch the GHGA team thrash our side, 4:2.
We have since asked for a rematch, to try to win back our wounded pride. Watch this space. The GHGA team was made up of customers and staff who work with them. All GHGA customers live with a serious mental illness and have been taking part in healthy eating and fitness activities to help improve their health.
Progress: this game was a chance to show how far the GHGA participants have come and to celebrate their better health and wellbeing
news round up 4
MAKE SURE YOU’RE UP TO DATE ON WELFARE REFORM The government’s welfare reform agenda continues, with more changes to come. Some start this autumn and others will come in slowly over the next few years. Two starting soon are a reduction in the benefit cap and the digital universal credit service being rolled out to more areas
BENEFIT CAP CUT This is due to start on 7 November but the roll out will be spread over a few months so not everyone likely to be affected by the cap will see it applied at once. The cap (the maximum in benefits a household can claim) is currently £350 a week for single people and £500 for couples and lone parents. For single people, this will drop to £296 in London and £258 outside London. For couples and
lone parents, it will be cut to £442 in London and £384 outside. To calculate the benefit cap, most benefits are taken into account. Households may be exempted if someone gets working tax credit, personal independence payment, disability living allowance, carer’s allowance, guardian’s allowance, or if any one gets the support group component of employment and support allowance.
If you need help because of the lower benefit cap or want advice on universal credit please call our customer care line on q0300 123 3456 or email financialwellbeing@familymosaic.co.uk. If you make a new claim for universal credit, please tell your income officer so that we can discuss it with you.
HOW TO STAY HEALTHY WHEN THE COLD SETS IN GET A FLU JAB
FEELING UNWELL?
The NHS offers free vaccinations to those of you most at risk of flu, including pregnant women, carers, children aged 2-7 years, people over 65, and people with a longterm health condition.
Even if it’s just a cough or a cold, get advice from your local pharmacy because it may be the start of something serious.
KEEP WARM Heat your home to at least 18°C. This may help prevent colds, flu or more serious health conditions like heart attack, stroke and pneumonia.
By taking care of yourself this winter, you’re also taking care of those around you by preventing illness from spreading. You can find more useful tips on staying well in cold winter weather at nhs.uk/staywell
news round up UNIVERSAL CREDIT GOING DIGITAL The main features of universal credit are that: ●●it has to be claimed online ●●it is paid once a month ●●the money to pay your rent is included in the total monthly payment you get so you must make sure a direct payment goes to us from your bank account so that we get the amount that covers your rent. Universal credit will in time replace jobseekers allowance, employment and support allowance, income support, child tax credit, working tax credit and housing benefit. Currently the fully digital service is only available in a few Jobcentre Plus areas in parts of London. But over the next few years more people will need to claim universal credit if and when their circumstances change. Universal credit will apply to couples, people with children, people who can’t work due to ill health, carers, and people who are in and out of work, among others.
OUT AND PROUD: STAFF MARCH AT PRIDE PARADE LBGT staff and supportive colleagues (pictured right) marched this year for the first time under the Family Mosaic banner at Pride in London, the annual parade and festival celebrating lesbian, gay, bisexual and transgender (LGBT) people.
Huge celebration
Many were joined by their partner and children at the June parade, which this year attracted over 30,000 people, with more than 300 organisations officially represented in the parade. The parade was a first for Family Mosaic’s new LGBT+ staff group, ADD@FM, set up to support and celebrate the dignity and diversity of our staff. ADD@FM co-organiser Becki Partridge-Hayes said:
HANDY HEATING TIPS ●● Check you’re on the cheapest tariff. See for free what you could save at www.energylinx. co.uk/e2c/family mosaic/ index.html using your postcode and your last fuel bill ●● Set the heating programmer so it goes off about 15 minutes before you leave home. Most homes don’t need the heating on while you sleep. ●● Set the radiator controls to: bathrooms and living room: 5 kitchen and bedrooms: 3 empty rooms: frost [*] hallways: 2
‘Marching in Pride this year was incredibly enjoyable. ‘With so many organisations represented on the day, we really felt like we were part of a true community of champions supporting LGBT+ people.’
BE TRUE TO YOURSELF The campaign for this year’s Pride is ‘#nofilter’ which calls on people to do one simple thing: live your life as you – no hiding, no pretending. It is a sentiment that we are proud to live by and celebrate. You can find out more at www.prideinlondon.org
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See also www.gov.uk/ universalcredit
Q
Some of my Family Mosaic neighbours seem to think it’s okay to dump their old sofa or mattress in the road, in the gardens we share or in the bin rooms. I agree that it’s not easy to get rid of a bulky item if you don’t have a car or van so what should they do?
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Rubbish dumped on the streets is a big problem for us and many of you. And unfortunately, when one item turns up in the wrong place, it rapidly seems to attract a lot more. A lot of you tell us you’re not sure how to get rid of bulky items and some residents mistakenly think that leaving them in the shared bin area is the best solution. Collecting the rubbish is a service provided by your local council, but each council has a different arrangement for collecting bulky waste. Many take large items away for free, although a few now charge. Some councils have set days through the year when they go around picking up bulky items.
HAVE A QUERY FOR CUSTOMER SERVICES DIRECTOR ASHLING FOX? Send it to Yvonne Luu at Yvonne.Luu@familymosaic.co.uk or Albion House, 20 Queen Elizabeth Street, London SE1 4UP. Ash will reply to the best question in the next Connections. Don’t forget to give your name.
Others need you to book a collection date with them. Bulky items left in communal bin rooms or areas will not be removed by our staff or the council. For health and safety reasons, only waste inside the bins is removed. If waste builds up in the gardens or in the bin areas we have to call in specialist waste disposal contractors. They will remove it, but at an extra charge. If you have a bulky household item that you want to get rid of, your first point of call should be your local council. Ask what arrangements they have for collecting bulky waste. If you still aren’t sure what to do, call our customer care line on q0300 123 3456 if you are a tenant, or q0300 123 2209 if you are a leaseholder.
health wellbeing specialand feature 6
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REPAIRS TRANSFORMED: NEW NAMES, NEW TERMS, NEW NETWORK Finding the best people to repair your homes has been no small job. We’ve put our new contractors through some tough tests to make sure they’re up to the standard you deserve, writes customer services director Ashling Fox
FIRST WE NARROWED THE PLAYING FIELD
THEN WE TESTED THEM RIGOROUSLY
What we’ve got now is a small network of contractors who we’re confident will do the best job for you. Between them, your repair needs will be in good hands.
Every one of our new contractors has been tested against rigorous criteria to make sure they’re up to the job of delivering: ●● excellent customer service ●● high quality, efficient work ●● easy ways for you to contact them. All of our contractors will be working locally so that they will be familiar with your neighbourhoods and your property. Pictured: Gilmartin team
NO JOB TOO SMALL, NO JOB TOO BIG We’ve designed our new contractor network to be flexible to your needs. Whether it’s a small repair like fixing a leak or a larger job like roofing or window repairs, our contractors will be able to help.
LEADING ROLE FOR TENANTS IN THE REVIEW AND SELECTION PROCESS The independent tenant scrutiny panel has been at the heart of our work, helping review the service and choose our new contractors.
Your needs first
Their priority has been making sure that your priorities and needs chimed with ours and that we considered the needs of all tenants when awarding the new contracts.
As Magda Rychlewska from the tender and resident scrutiny panel said: ‘The process was well designed and very thorough. ‘All necessary measures were taken to make sure of a satisfactory outcome. ‘We are looking forward to seeing the new contractors deliver on their promises and we wish them the best of luck.’
STEADY START: HOW THE NEW SERVICE WILL FIND ITS FEET Our new contractors officially start working for you on 3 October. We’re not expecting any disruption to the repairs service. You can carry on reporting repairs as usual.
Getting to know you
All through September, you’ll get opportunities to meet some of the new contractors. They’ll be visiting the areas where they’re going to be working to introduce themselves and get to know you and your neighbourhood better. Keep an eye out on your local noticeboard for details of when they’ll be in your neighbourhood.
What you can expect
●●no change to the way you
report your repairs now ●●efficiency, courtesy, and attention to detail ●●each repair given the contractor’s full attention.
Our teams are made up of professionals who take great pride in their work Tim Breyer, managing director, Breyer Group
OUR REPAIRS NETWORK HAS YOU COVERED
Our priority is first class customer service
Dean Bradley, director, Gilmartins
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Our customer service training is focused on treating customers the same way you would want to be treated. George Panteli, operations director, MNM
Expertise: all types of building repair and maintenance Company size: 2000 plus staff Trading: over 10 years Covering: general repairs for Westminster, Kensington & Chelsea, and Hammersmith & Fulham.
Expertise: all types of building repair and maintenance Company size: over 3,500 staff Trading: over 100 years Covering: general repairs in Islington and Hackney.
We hope you can bear with us during the early days as our new contractors get to know you and your neighbourhood better.
CUSTOMER SATISFACTION We have acted on what you told us by focusing our new repairs service on customer satisfaction. Your feedback will help us to continually improve the repairs service.
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Expertise: housing, retail and commercial property maintenance Company size: 850 plus staff Trading: over 30 years Covering: general repairs for Southwark, Bromley and Lewisham.
Expertise: all types of building repair and maintenance Company size: 200 staff Trading: over 25 years Covering: general repairs in Hillingdon, Harrow, Ealing, Brent and Barnet.
Expertise: all types of building repair and maintenance Company size: over 500 staff Trading: over 60 years Covering: general repairs in Haringey, Waltham Forest, Newham, Tower Hamlets, Greenwich, Wandsworth, Lambeth, Southwark, Merton, Sutton, Croydon and Charlton Triangle.
r objective
Your needs, ou
PROPERTY SERVICES LIMITED
Expertise: all types of building repair and maintenance Company size: family-led firm employing 200 plus staff Trading: over 20 years Covering: windows and glazing in all London boroughs. Roofing in Haringey, Waltham Forest, Newham, Tower Hamlets, Hackney, Greenwich, Bromley, Lewisham, Charlton Triangle and Essex.
Expertise: all types of building repair and maintenance Company size: 85 plus staff Trading: over 35 years Covering: roofing for Hillingdon, Harrow, Ealing, Brent, Barnet, Islington, Westminster, Lambeth, Hammersmith & Fulham, Merton, Kensington & Chelsea, Southwark, Wandsworth,Sutton and Croydon.
Get involved
Celebrate diversity 8
MINORITY VOICES What does it mean to belong to a so-called minority? Tenant board member Shaima Mezzi shares her experience as a Muslim woman, at work and at home
other, look after each other’s pets when we’re away and try to create our own little community. To live in harmony is to show respect and tolerance. I live in a converted Victorian building and my kitchen is above my neighbour's bedroom. I do not put my washing machine on after 8 o’clock in case he has gone to bed early.
Neighbourly behaviour
Many years ago when I was working in an office, a young lady came up to me to express gratitude for an email I had sent out earlier. A pub lunch had been planned for new staff. I had explained that as a practicing Muslim I didn’t drink alcohol or eat non-halal meat. I also couldn't go into a pub. My co-worker told me: ‘I really appreciate how you put yourself out there and I understand how you would feel as a minority in this country.’ Until then I had never thought of myself as a minority. At Family Mosaic we house over
48000 Our staff identify with more than
30
people Our staff hail from
55
countries
different nationalities
I am British and became a Muslim when I was 16. So when did I come to be perceived as a minority? I have lived in London for most of my life. My neighbours and friends are of every colour, creed and religion. Over the years I have cooked for them and they for me. We have mourned the passing of loved ones and celebrated births and weddings. I am a working woman with a husband and teenage children. I don't see my neighbours everyday but know they are there if I need them. We take parcels in for each
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different languages are spoken by our tenants
Tenants belong to many different faiths including Buddhism, Christianity, Islam, Hinduism and Sikhism
In June and July this year, Muslims around the world celebrated Ramadan to mark the month that our holy book – the Quran – was revealed to the prophet Muhammed. Muslims mark it by coming together in worship and fasting for thirty days from dawn until sunset. Ramadan fell in July this year so sunrise in London was at around 2:45am most days. We let our neighbour know he might hear a bit of movement in the early hours as we woke for a drink and something to eat before the day’s fast began. These small acts help keep life pleasant in our building. In our city we have many different cultures and religions but we are all human. Our prophet, Muhammad, said, ‘people are all equal just like a comb's teeth’. As a social landlord, Family Mosaic aims to demonstrate respect for diversity and inclusion in all its work. As a tenant board member, I do not feel my value is only as a Muslim woman. As a tenant I understand what can affect and worry us: family, neighbours, security, community, rent rises, welfare changes and so on. I am not sure what will happen to ‘minorities’ in Britain post-Brexit but I believe Brexit merely gave those who were already biased a bandwagon. I believe only a small minority of Britons are racists and bigots. Other ‘minorities’, like myself, want nothing more than to live harmoniously and contribute to our communities.
CHANGING FOCUS
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Earlier this year we agreed that our structures for involving you in our work weren’t doing much to either empower you or to improve our services. So our research team investigated. Here’s what they found In August this year we launched Changing Focus, a new report setting out our future plans for involving you in our work.
g Changin : s u c fo del
o a new m nt e id s re of ent m e involv 2016 August
Time for change
In speaking to you it had become clear that our current resident involvement strategies weren’t working. Fewer and fewer of you were attending our forums and panels. Even those of you who’d stayed involved in our work felt we could do things better.
Our research found that most of you just call us if there’s a problem. And you told us we should be doing more to listen to what you’re saying when you tell us your concerns. We also learned that a lot of you think we don’t tell you what’s happening at Family Mosaic or in your own community. So one thing we’re going to do a better job of is keeping track of what you call the customer care line about. We’re also trying to find the areas where we can do our job better. And we’re going to try much harder to keep you up to date, and tell you about opportunities to get involved. To read Changing focus, visit: http://www.familymosaic.co.uk/ our-research/index.html If you have any questions about our research into involving you in our work please email Sarah. Hanson@familymosaic.co.uk
OVER 50? GET INVOLVED TO IMPROVE YOUR HEALTH Are you over 50 and living in Southwark, Lambeth or Lewisham? Then you could get involved in our Health at Home team’s new project. The project will help you learn more about your health, how to stay healthier for longer, ways to prevent illness, how to find your way around the NHS and how to apply for any care you might need. The names of everyone taking part will go into a prize draw for one of five prizes worth £100 each. Spaces are filling up fast so call us on q0203 544 9430 or email us at healthandwellbeing@familymosaic.co.uk to register.
Time on the job: 1.5 years Manages: Islington, London Footy team: Spurs
No two days as a neighbourhood manager are the same but that’s one of the best things about my job. Being able to work with different people and make positive changes is very rewarding. I am currently working with a tenant who came to me for support for his substance misuse and hoarding problems. He was very honest, saying he wanted to ‘turn his life around’. The first time I visited his home it was in a poor condition and there were belongings everywhere. Most worrying were the used needles scattered everywhere. It’s the first time I’ve supported a tenant with hoarding issues but I was able to work with my team, including the tenancy sustainment officer (TSO). We brought in other agencies and with them and our resident decluttered and cleaned his home (filling 64 boxes with needles!) The TSO also helped him apply for benefits and services he should have been getting but wasn’t. The resident now feels safe in his home and there has been a big improvement in his confidence. If I could tell my tenants one thing it’s: don’t be afraid to ask for support. Hoarding can make you feel trapped but there is always a way to get your life back on track.
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TRAINEES FLOCK TO NEW TRAINING COURSES AND ‘GOLDEN OLDIES’ More people than ever before have been on our free in-house training. Our five-day level two accredited Social care course, which covers the basic qualification needed for the care sector, was particularly popular this summer.
Soaraway success
Our Mental health awareness and Introduction to project management courses also proved extremely popular. But the runaway success was our new three-day Over 50s job search, giving information, advice and support to an often overlooked group of job seekers. Over the next few months we will be bringing back some ‘old favourites’ such as Health and safety and Food safety in catering (both at level two) as well introducing some new courses. Look out for the training schedule wtih September’s rent statement or call q020 7089 1252 for more information.
STORIES FROM THE BOOTCAMP
BEFORE BOOTCAMP: UNEMPLOYED
EMMANUEL SMITH-TALI
BEFORE BOOTCAMP: UNEMPLOYED
LAST ROUND OF EMPLOYMENT BOOTCAMP RECRUITS GIVE US THEIR VERDICT
What’s proving the most challenging or rewarding for you so far?
What’s it like to give your job search a hefty kick-start? Our employment bootcamps are intensive programmes that set out to challenge a negative mindset that might hold you back from finding the job you really want We know looking for a job can be hard, especially if you’ve been out of work for some time or were laid off from your last job. You need to feel confident in mind and body. That’s why our bootcamp looks beyond the matter of a job hunt to other ways to improve your selfconfidence, like exercising more.
So how well does it work? Connections followed the progress of four recruits among those who signed up for our latest employment bootcamp in Lewisham to find out how well they fared at the start, middle and end of the course.
I’ve been able to start working out on my own and am also more aware of my diet and what I drink, which was never easy.
What do you want from bootcamp?
What do you want from bootcamp?
What did you gain through bootcamp?
To know how to become the best me I can. To have an idea of how I can move forward to reach my goals.
To get guidance on my next step and learn how to become focused. Also to gain confidence in all areas of my life.
I am more focused and I have a clear idea of what I want. I am in better physical shape than I was before I started.
What’s proving the most challenging or rewarding for you so far?
BARBARA THOMPSON
Here’s what they said...
EPHENIA MOKOENA
BEFORE BOOTCAMP: HAD LEFT LAST JOB AS A NURSE
What’s proving the most challenging or rewarding for you so far?
HERE TO HELP If you are interested in going on one of our employment boot camps or want advice or help getting back into work, please call our employment team on q020 7089 1345 or email employmentteam@ familymosaic.co.uk
SIAN BROWN
Most rewarding was the physical exercise! My mental wellness and motivation have both improved. Using the information I now have is the most challenging.
What do you want from bootcamp?
What did you gain through bootcamp?
To boost my interview skills and build up my confidence.
I am more confident now and I feel motivated to move on and change my career.
Confidence in myself and an ability to talk to strangers, even just to say ‘good morning’! I’m feeling excited for my future.
BEFORE BOOTCAMP: RECENTLY MADE REDUNDANT FROM JOB AS AN EARLY INTERVENTION COORDINATOR
What’s proving the most challenging or rewarding for you so far?
Two days of work-out exercises was quite a challenge! I have stiff joints but I’m feeling much stronger and the stiffness after the workouts is decreasing.
What did you gain through bootcamp?
I’ve gained confidence and I’ve met positive people who’ll become my friends. I’m now looking on life so positively – I’ve gained a whole new outlook on life.
What do you want from bootcamp?
What did you gain through bootcamp?
Originally, to find out more about the new way of writing CVs and application forms, such as tailoring your CV to the job you are applying for.
I was feeling a little deflated looking for work. I now feel more energised to find out what jobs are out there. My body is also more flexible and I can walk further with less pain.
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Staying in touch Head office
Report repairs
Tenant enquiries
Care and support
Albion House, 20 Queen Elizabeth St, SE1 2RJ q020 7089 1000 www.familymosaic.co.uk
q0300 123 3456, then press option 1. Report repairs to us online at www.familymosaic.co.uk
London q020 7089 1000 Essex q01268 498 500 South q01273 468010
Essex office
Leasehold enquiries
Pembroke House, Northlands Pavement, Pitsea SS13 3DU q01268 498 500
Call q0300 123 2209 h CCLHomeOwnership @familymosaic.co.uk
Call q0300 123 3456 then press option 2. Lines open 8am 8pm on weekdays, 9am to 1pm on Saturdays h CustomerCareLine @familymosaic.co.uk
Welfare rights officers London north/west q020 3478 9869 London south/east q020 3478 9821 Essexq020 3478 9870
Employment team q020 7089 1345
GET ON BOARD!
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The Independent Resident Scrutiny Panel is recruiting 7
Would you like to join the Independent Resident Scrutiny Panel, a resident-led group of tenants and leaseholders who scrutinise Family Mosaic’s services?
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ACROSS The scrutiny panel (pictured above) operates independently of Family Mosaic as a critical but constructive partner. There are no Family Mosaic staff on the panel. As a member of the panel you would be helping to improve the service we all get from Family Mosaic. Current panel member Josephine Hollis says: ‘The panel were very pleased to be asked to collaborate with Family Mosaic on its forthcoming customer service initiative. ‘We have been outspoken about the attitudes and behaviour that we feel undermine residents and are reassured by the way Family Mosaic has responded. ‘Our collaboration on this important initiative is ongoing but so far the signs suggest Family Mosaic is developing customer service training with clarity and ambition.’ If you’re interested in joining the panel or would like to know more, email fmirsp@outlook.com or write to the Resident Scrutiny Panel c/o Family Mosaic, Albion House, 20 Queen Elizabeth Street, London SE1 2RJ
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1 across,13 down The latest plucky team to tackle the paranormals on cinema screens are all women(5,7) 3,22 competitive sport for Halloween involving a tub of water and evasive fruit (7,6) 7 1 across and 6 down might give their one a rattle (5) 8 See 1 down 9 Real blood dripping from a four-foot vampire’s fangs?(4) 10 Unusual fabric for a knight’s protective gear. Just add 7 across (4) 12 Catherine’s fireworks? This one’s a spinner (5) 14,20 across Bonfire night typically brings a strong smell of ----- in the ---(5,3) 17 See 21 across 20 see 14 across 21,17 across Halloween’s doorstep challenge (5,2,5)
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DOWN 1, 8 across Foiled 1605 plan that undid Guy Fawkes (9,4) 2 Good month for foraging and celebrating 3 down (7) 3 BAME heritage officially recognised in 2 down (5,7) 4 Variety of 15 down found in woodland but looks like it cost a penny in the bakers (3) 5 More of 15 down, useful with a fountain pen? (6) 6 Often teams up with 1 across on Halloween (5) 9 Red with white spots type of 15 down, --- agaric (3) 12 See 17 down 13 See 1 across 15 2 down is a good month to try foraging for this (5) 16, 12 down Chilly chap after fingers and toes (4,5) 18 Stirs on Halloween? (4) 19 Witch’s familiar with a black covering (3)
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