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Life The Hyde Group Resident Magazine Issue No. 13 May 2014

The one to remember


Welcome As you’ll have seen there’s a free fridge magnet attached to the front cover of this issue of HydeLife. Please be sure to put it somewhere handy to refer to – it’s got the number on it that you’ll need to use to contact us from now on – whether it’s a call to Customer Services or our out of hours emergency service. You can ind out more about this change in the cover story. Thank you to those of you who took the time to provide feedback about Hyde’s group wide residents’ magazine, HydeLife, by completing the survey that was provided along with the last issue. Based on your feedback, we’re continuing to deliver what you’ve told us is a winning formula. Also, back by popular demand is another chance for someone to win a Kindle Fire in the competition, so what are you waiting for? Enjoy! If you have any queries or comments, please don’t hesitate to contact us

Contact the magazine 0203 207 2520 hydelife@hyde-housing.co.uk The Editor, HydeLife, 30 Park Street, London SE1 9EQ

Contents HydeLife

3 Residents’ Round up

HydeOut Carol’s catch up Chance to become Chair

3 4

4 Cover story The one and only

6 Switched on 7 Repairs and

Maintenance Services

The Hyde Group. Long Lane Studios, Staple Street, London SE1 4BS Freephone 0800 3 282 282*

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Please bear with us

8 Resident inspections Fire safety

10 Help from Hyde Winning ways into work

Contact Hyde

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Have you been swayed by Switched On?

8

12 Residents’ Awards

Bowled over!

customerservices@hyde-housing.co.uk www.hyde-housing.co.uk facebook.com/hydegroup

14 Survey highlights

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Fantastic feedback

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twitter.com/hydehousing *For those of you calling from your mobile phone, if you have a 0300 1 232 233. contract that provides free call minutes, dial

16 Out and about

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What’s been happening For Text Relay from a textphone add 18001 before the number you want to call or to use a textphone dial 0208 297 7501

HydeLife is available as both a paper copy and on the Hyde website. If you already view it online, or would like to start doing this and would prefer not to receive a paper copy, please let us know, either by calling 0203 207 2520 or by emailing hydelife@hyde-housing.co.uk

Cover pic: Apprentice Akile Weir, promoting our One Number message.

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Please recycle this magazine after you’ve inished reading it.

18 Competition Your chance to win a Kindle Fire

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19 For information Performance. Useful Contacts

20 ...and finally Word Search and a Sudoku

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Residents Round up

Carol’s catch up

HydeOut HydeOut is the Lesbian, Gay, Bisexual and Transgender (LGBT) staff network group here at Hyde, which was launched in October 2013. The purpose of the group is to support LGBT staff across Hyde and to help ensure services are relevant to Hyde’s diverse customers. The formation of the group was stimulated by interest from staff members keen to establish a group and by learning from the charity Stonewall about how this can help both staff and customers. HydeOut is keen to raise the visibility of LGBT issues. Staff members have developed a work plan for 2014 and have met with a resident advisory group to

explore how we can connect with customers. We will be fundraising for the Albert Kennedy Trust (www. akt.org.uk ) as our chosen charity for the year. HydeOut is a small voluntary staff group. We cannot offer direct support or guidance to LGBT residents, but we are happy to collect helpful comments and observations about our work and Hyde’s services. Our email address is Hydeout@hyde-housing.co.uk

Chance to become Chair An exciting opportunity has arisen to lead one of Hyde’s strategic residents’ groups. The Hydewide Residents’ Eye (HRE) oversees Hyde’s regular service inspections, which are carried out jointly by a group of staff and Resident Inspectors. As the Chair, you’ll help to develop the role of HRE and ensure its work contributes

to improved services for residents. Previous experience of chairing or committee work is required, combined with a real interest in improving services. Additionally, experience on voluntary or community groups, or experience in customer services, housing or resident involvement would be an advantage. Full training, induction and support will be provided. To ind out more, or to request an application form, please contact Susie Birch on 0203 207 2759 or drop her an email at susie. birch@hyde-housing. co.uk The closing date for applications is Monday 30 June 2014.

Please note – If you’re currently a member of Hydewide Residents’ Voice (HRV), or are thinking of becoming a member of it, membership rules mean that you can’t apply for this role.

Maintaining standards within our residents’ homes is always paramount and this year has been no exception – in the twelve months from April 2013 to March 2014, we’ve delivered investment worth £22 million into residents’ homes including 1,050 new kitchens, 650 new bathrooms, 1,050 new windows and doors, 1,850 new boilers and heating systems and achieved 86% resident satisfaction with the service received. Equally as important to Hyde as providing and maintaining homes, is making sure that our residents are at the heart of everything we do. This is the reason why we work with our residents and provide a range of support. In these ways, we can help people obtain vital life skills and experience that make a lasting difference, not only to them, but also to those around them. During 2013, we helped 3,740 residents to get out of debt and into work. 50 took up work placements and 208 secured paid jobs. We awarded 237 ‘Hyde Young Pride’ awards so young residents could take part in activities that improved their skills and conidence, and awarded 133 charitable grants to help residents pursue their vocational goals. 100 young people improved their money and tenancy management skills in our ‘Big Brother’ style ‘Money House’ and 25 Digital Champions were recruited and trained to help other residents get on-line. However, there have also been some challenges. Since the changes were made to our Repairs and Maintenance Services at the end of October 2013, some residents have experienced problems with our service for which we sincerely apologise, which is why on page 7 there’s an update from me – I’m conident that in the longer term, the necessary changes that have been made (a process that fully involved residents) will lead to the improvements that our residents told us that they wanted (a better service with an improved overall customer experience), but we still have some more work to do behind the scenes to make this happen and I need to ask you to bear with us a little longer whilst we do this. Best wishes Carol Carter Group Director of Housing

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Cover story

The one and You’re the one We want to make it easier and more convenient for you to contact us, so from now on there will only be one number that you’ll need to remember when calling us – whatever the time of day or night or whichever day of the week it is. Akile Weir who started her apprenticeship with Hyde as a Customer Services Oficer in February this year is the face of our campaign and is helping us to spread the word to residents.

Here she explains why she’s irmly behind the campaign…. The current situation is quite confusing – as well as the number that’s in use during ofice hours, there are a total of 14 other numbers in use for reporting an emergency outside of these hours, with the number that people need to dial, depending on where they live. “But from now on, residents will have only one number to remember when calling Customer Services 24/7, 365 days a year – Freephone 0800 3 282 282. “It will mean that anyone calling us from a landline won’t pay for their call and moving to one number will also enable us to handle calls more effectively and make sure that all residents receive the same quality of service. “However, mindful that some residents ring us on their mobile phone rather than from a landline, we will also be providing a secondary number – 0300 1 232 233 – so that people with free minutes as part of their contract will be able to use this number instead, which will be cheaper for them than using the 0800 number. “As well as One Number making everything easier for our residents, it will also cost less, demonstrating better value for money.”

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Preparing for the change The new number goes live oficially on Monday 2 June, but is in use now, so you can change your contacts straight away and start using it. If you ring our old numbers after 2 June you’ll hear a recorded message reminding you of the change and directing you to the new number. In the run up to go live we need to make sure that all staff and residents are aware of this important change. You’ll see the ‘One Number’ message being promoted in all of our ofices, Community Centres and in both resident magazines (HydeLife and your local News and Views newsletter). Also, if you contact Customer Services over the coming weeks you’ll be advised of the change so you can update your contacts.

Get in touch – For questions, queries or comments about the magazine or Hyde Group, see page 2 for all our contact details


only Apprentice Akile Weir, Customer Services Oficer getting behind the One Number campaign.

What do I need to do? It’s important that you have our new contact number to hand, so we’ve provided a free handy fridge magnet attached to the front cover of this issue of HydeLife, so you can always ind our number easily at home. We’d also ask you to update your own contacts, in both your mobile and home phones with the new number.

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Switched on

Have you been swayed by Switched On? Whether we like it or not, the world around us is relying ever more on technology in everyday life. Many businesses are already moving towards a ‘digital by default’ approach to serving their customers. Hyde too has a responsibility to play its part in helping our residents develop digital skills, or increase their existing skills and that’s where our ‘Switched On’ campaign comes in. Feel free to drop in Alan We now hold free drop in sessions every week at ive of our community centres*, where you can use our computers and seek guidance from one of our staff. Don’t worry though if there isn’t a drop in session running close to where you live, as we do have other support options. Steve

Spring Online This year we took part in national Spring Online week (31 March to 4 April 2014) by holding events in Peterborough and Kent. During the week, resident Jean Costello, one of our Digital Champions, was presented with a certiicate from Peterborough Councillor, David Seaton, at a special event which took place. The event, which included a fun digital quiz, was arranged to thank Jean and two young volunteers, for teaching new digital skills to residents. Meanwhile in Kent, Digital Champions Steve Cable (a Resident Engagement Oficer with Hyde) and Alan Joyce (an independent RAC** member) held informal sessions, dubbed “Coffee, Cake, Gadgets and Gizmo’s” at three of Hyde’s sheltered schemes. The sessions provided an introduction to * If you’re interested in finding out what the internet the different types of can do for you or just learning some new skills, then technology available, why not pop along to a session, if you live close to including lap tops, one of these community centres? tablets, digital cameras and smart phones. Alan, who helped deliver the sessions said: “It was great to meet residents and help them discover how new technology could enrich their lives. We had lots of interest in things like Skype, which could make a huge difference to some, making it much easier and cheaper for them to keep in contact with family and friends.” * *Resident Assurance Committee

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Digital Champion, Jean Costello, shows others how it’s done

We are the Champions Have you got a tablet or laptop collecting dust in a corner at home? Or perhaps you’ve never used a computer and feel you’re missing out. Then why not get some friendly and relaxed support from one of Hyde’s Digi Champs? So far we’ve recruited 25 volunteers who have already started working informally with other residents to help build their conidence online; whether it’s to browse the internet, Skype family and friends, ind work, pay bills or simply research hobbies. If you like the idea of receiving support from one of our Digi Champs just contact Hyde Plus using the details below and they’ll connect you to your local volunteer. We already have Digi Champs at work in Brighton, Brent, Chichester, Horley, Islington, Kent, New Cross, Northampton, Peterborough, Southampton and Stockwell. Over the coming months we’ll be recruiting and training more Digi Champs in other areas where we have homes. If you’re interested and want to ind out more about becoming a Digi Champ, simply drop us an email at digichamps@hyde-housing.co.uk

If you’d like to know more about the Switched On campaign and what support is available to help you get online, please contact Hyde Plus on 0800 030 4424 or if you’re calling from a mobile, dial 0208 297 7575

Get in touch – For questions, queries or comments about the magazine or Hyde Group, see page 2 for all our contact details


Repairs and Maintenance Services

Please bear with us I wanted to take the opportunity to apologise to all those residents who have experienced problems since our new repairs and maintenance services went live at the end of October last year.

Why did we make changes? Our decision to change the services that we had in place was taken because of feedback we’d received from many of our residents, about a lack of consistency in the services that they were receiving. So together with residents we worked on inding a way to provide new and improved services. The changes we made included reducing the number of contractor organisations that had previously been providing Repairs and Maintenance Services from in excess of 85 down to a more manageable 12. We also wanted to be able to offer speedier emergency repair times, appointment slots at convenient times and more repairs ixed irst time – other things that residents had told us they wanted from their services.

The challenges since ‘go live’ Since we went live with the new arrangements, we’ve faced some huge challenges. Behind the scenes though, we’re continuing to work hard to improve things as quickly as we can, whilst still continuing to carry out repairs and maintenance work. Some of the issues are about our contractors’ readiness to meet our expectations and some have been caused by the technical dificulties that we’ve been experiencing with the new computer software system. This has meant that over the last few months there have been problems in getting the right person, with the right equipment, to the right place, to carry out the work that needs to be done. On average 3,000 repair jobs are reported to us every week and so it only needs a couple of weeks of things not working as they should and suddenly there are a number of households who aren’t receiving the service that they have been promised. This then causes an increase in the volume of calls that we receive, as more residents contact Customer Services to report that their repairs haven’t been sorted. As a result, when residents do contact us, they have to wait longer

for their calls to be answered. On behalf of Hyde, I’m truly sorry for the frustration that we know our dificulties have caused for some of our residents and would ask that you bear with us for a while longer, whilst we continue to make the necessary adjustments.

What have we done so far? Our ‘go live’ day coincided with severe storms and over the next few months very bad weather persisted which led to an increased volume of calls and a long wait to get through. This isn’t acceptable – our service promise to our residents is to answer 85% of calls within 30 seconds – and so we’ve now taken on extra Customer Services staff. Already, the average waiting time for calls to be answered has reduced signiicantly. We’ve also recruited extra technical experts and ofice staff to deal with the backlog of outstanding repairs and maintenance issues. Our contractors have also increased the number of staff in their service teams to help clear the backlog of work.

A positive outcome The end result will be an improved service for residents – the whole reason for Hyde making the changes that it has – and I can only apologise once again that some of the challenges we have faced has led to unacceptable levels of service in some cases over the last few months. Finally, I want to reassure you that the necessary steps are being taken to deliver the consistent level of service that you should expect.

Carol Carter Group Director of Housing

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Resident inspections The Hydewide Residents’ Eye (HRE) inspection that took place in February looked at ire safety in blocks of lats. As part of this inspection, Resident Inspectors, Angela Wait from Mottingham, Kent and Brian Skates from Brockley, London put some questions to Hyde’s Fire Consultant (Paul King, from Charlton Ross) and Fire Contract Manager (Grahame Middle)... Angela: What is Hyde required to do in terms of ire safety? Grahame: Hyde, along with other housing providers, has ire regulations that it must follow. It has to make sure that there are robust ire management procedures in place; that communal areas have high standards of housekeeping and remain clear of stored goods and that any ire prevention measures itted when the building was constructed and all ire safety equipment in communal areas are maintained to a high standard. Brian: Are people who live in tower blocks safe, or does high-rise mean high risk? Paul: Fire statistics show that a ire in a bungalow is actually more likely to result in an injury, than a ire in a high-rise block of lats. Flats in tower blocks are built as independent compartments; all have high levels of safety features within them and any doors that open onto common areas must be ire rated doors, with self-closing devices itted to them. For this reason, alterations to these doors must not be carried out, as they can affect safety. (Alterations cover all of the following: installing cat laps, changing the glazed panel for another type of glass, removing or adjusting the self-closing device or changing the door completely). In the unfortunate event that a ire does start inside a lat, the ire safety features will contain the ire within the lat for a given period of time. So it’s generally safer for residents

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FIRE safety in other lats to stay inside their own lat, until advised to do otherwise by the Fire and Rescue Service. However, it’s really important for residents who do live in blocks of lats to make sure that they know the ire safety policy for where they live - should they stay put or get out when a ire starts in another lat or in a communal area? Anyone in a lat where a ire starts though should always Get out, Stay out and Get the fire brigade out. As more ires start inside lats than in communal areas, residents do need to play their part in helping to keep everyone safe, by regularly checking that their smoke alarms are working correctly. Angela: Hyde has a managed policy for its communal areas. What does this mean? Grahame: One of two approaches can be taken in relation to storage in communal areas - either a zero tolerance policy, where absolutely nothing can be left (not even a door mat), or, a managed policy – where the landlord makes informed decisions about items, based on their suitability to be in communal areas. This is the policy that Hyde has adopted. Hyde’s Communal Areas policy was created in consultation with involved residents, with input from the London Fire Brigade. Brian: From a ire safety point of view, is it acceptable that some residents have installed security grilles over their doors?

Paul: Whilst Hyde does recognise the concerns that some residents may have around personal safety and security, we advise people to give very careful thought to the potential consequences of having a security grille. In the event of a ire, a key is needed to open them and it can affect the speed at which a person can escape and also can make it more dificult for the Fire and Rescue Service to get in, either to rescue people trapped inside, or to ight a ire. Angela: Hoarding can affect ire safety. What does Hyde do about residents who are hoarders? Paul: Hyde recognises that residents who have issues around hoarding need support from a range of agencies. The Fire and Rescue Service is heavily involved across the country with housing providers and is happy to get involved using a range of strategies to help manage and reduce the risks to both the resident and their neighbours. Brian: Fire extinguishers used to be provided in blocks of lats, but have been removed. Why? Paul: After consultation with the Fire and Rescue Service and using the latest guidance, it’s now known that it’s far better for all residents to understand the ire procedures for their block and if a ire starts in their lat, for them to Get Out, Stay Out and Get the Fire Brigade Out.

Get in touch – For questions, queries or comments about the magazine or Hyde Group, see page 2 for all our contact details


Check out our Handy Hints for the home lealet which includes ire safety information. It can be found on our website (Select Publications from the toolbar and then click on ‘read more’ under the Information lealets section). Alternatively, contact our Customer Services team on Freephone 0800 3 282 282* *For those of you who use a mobile and have a contract with free minutes, use this number instead 0300 1 232 233

Next steps As with all inspections, the inspection team will make some recommendations for improvements based on their indings. Key to this inspection will be recommendations to raise awareness and improve communications around ire safety with residents. If you’re interested in helping to improve services for all residents... then why not become one of Hyde’s Resident Inspectors? We’re always looking for more residents to help carry out inspections. No previous experience is necessary, but you must enjoy talking to other residents, have good organisational skills and be interested in improving services. Full training is provided and you’ll work in a team with other residents and staff. All travel and carer expenses can be reimbursed and Resident Inspectors receive shopping vouchers as a thank you for carrying out the work. If you want to ind out more, contact Susie Birch or Jemma Disbray on 0203 207 2600 or send an email to jemma. disbray @hyde-housing. co.uk

Pauline’s plea Anyone who has had a fire will know how scary it is and how quickly it spreads. Many years ago when I was living in a council house with my irst two children, I smelt smoke and when I went into my kitchen the cooker was on ire. My irst thought was to get the children out and I screamed to my neighbour to call the ire brigade. The impact it had on us as a family was huge – I had to seek help from Social Services and I felt so low. My neighbours were great though– they rallied around helping with meals and cleaning. After the ire, as the children grew up, we’d have regular practices – making it fun, we acted out what we’d do if there was a ire. I also started to keep a window key in the bathroom for us to use if we were upstairs. I’m pleased to say my children now do the same with my grandchildren. You always think it won’t happen to you; well it might, so protect your family and home by working out a plan – make it fun, but with a sense of urgency. I hope no one goes through what I did, but it’s best to be prepared. A few simple rules can make all the difference, so give it a try and ind out what works for you.

Left to Right Susie Birch (Service Delivery Compliance Manager), Paul King, Brian Skates, Grahame Middle and Angela Wait.

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Help from Hyde

Winning ways in People can ind themselves struggling either to ind work or to ind work that they enjoy. Hyde can make a difference, read on to hear irst hand how Hyde has helped three people in different ways...

Constructing a future “As a graduate in Civil Engineering I desperately wanted a career in construction, but was facing the age-old conundrum of not being able to get a job without any experience and not being able to get any experience, as I didn’t have a job! “That’s where Hyde was able to help – I saw one of their lealets about apprenticeships. I ‘phoned the number given on the lealet and explained my circumstances. The person that I spoke to listened to me, they empathised and saw qualities in me that I didn’t see in myself. They were willing to help and I was offered three weeks of unpaid work experience with building contractors, Osborne. I was extremely happy because I knew I was a step closer to where I wanted to be and what I wanted to do. “Anyone who wants to work in the construction industry needs to pass the Construction Skills Certiication Scheme test (CSCS) and Hyde also sponsored me to do this and provided me with a practice dvd and other materials so that I could prepare myself for the test. I was delighted to pass – it took me another step closer to my goal. “My unpaid work experience with Osborne went really well and my work experience was extended for an extra three weeks, at the end of which I was offered a job! “If you’re in a similar situation to me, be determined and don’t give up – call Hyde and see how they can help you.”

Ola

To ind out more about ways that Hyde can help you into work either call 0800 030 4424 or drop an email to hydeplus@hydehousing.co.uk

Paws for thought “Although my job in customer services enabled me to look after my children, it was making me ill, so I needed to ind something else to do. I’d always wanted to work with animals and so started to save up to train as a dog groomer. Having completed the irst two levels of the qualiication with lying colours, I still needed a further £1000 to complete the inal part, but it would have taken me years to save this up. “That’s where Hyde came in – I successfully applied for a bursary to pay for the course and once I’d qualiied they also helped me to apply for a start-up loan so that I could set up my own business. I now run The Dog Station and I absolutely love my work. “Hyde has changed my life. I can now build a future for my family and I don’t need to depend on beneits. I work really hard – but it’s all been worthwhile.”

Tricia 10 Get in touch – For questions, queries or comments about the magazine or Hyde Group, see page 2 for all our contact details


nto work The making of me “Before successfully applying for a Hyde Apprenticeship earlier this year, I was working in a dead end retail job with no career prospects at all. “Now, three months into my role as a member of Hyde’s Resident Engagement team based in London, I’m inding that no two working days are the same and that I’m busy meeting new people, including Hyde residents and responding to a range of different challenges. “Having a structured work life has really helped me, not just with my career advancement but with my social and emotional development as well - I’ve learnt a huge amount from my team and have become more sociable. “As well as the practical experience of working with a leading housing provider, I’m also studying for a level two National Vocational Qualiication (NVQ) whilst earning a salary well above the minimum apprentice wage. “Hyde has had a tremendous impact upon my life. It could not have come at a better time – not only did I grasp this opportunity with both hands, I grasped it with my whole body! When I got accepted there was no looking back. “I’m really proud of what I’ve achieved already, in such a short period of time – like the irst time I took minutes at a

meeting; my colleagues told me how well I did and that’s given me a huge boost. It’s made me want to do and achieve so much more and with Hyde I feel I can. “Since becoming a Hyde apprentice my life has changed drastically at home and outside. My life is more settled and I kind of feel more mature now. All I can say is onwards and upwards!”

Rai Hussain

our next looking for w o n e ’r e W to take up ople eager e p f o p u ro g ities. ip opportun apprenticesh om Monday 9 ply fr You can ap bsite at r careers we u o .uk/ June on -careers.co www.hyde ce ti s ies/appren opportunit 282* or call 0800 3 282 Freephone se a f you who u *For those o e a contract with hav ber mobile and use this num s, te u free min instead 233 0300 1 232

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Residents’ Awards

The winners on the night were... Many of Hyde’s residents dedicate their time, energy and personal resources to making their communities better places to live and to working with Hyde to improve services. Their hard work and consideration of other residents really does change people’s lives and Hyde wanted to take the opportunity to thank them and celebrate what they do. On Friday 28 March, at an Awards ceremony held at Lord’s Cricket Ground, Hyde recognised the outstanding commitment and many achievements of residents at this year’s ‘Making a lasting difference awards’. Nominations for the six categories were received from staff and residents alike. The judging panel was bowled over by what residents had achieved and faced some tough decisions when deciding who should receive each of the awards from amongst those who had reached the shortlist. On the night some fantastic examples of community projects were shared, including a lunch club providing hot food to elderly members of the community, drama activities being provided for young people and groups working hard to keep local facilities and gardens maintained. Those who attended also heard about individuals who take the time to be champions in their communities, helping their neighbours and building community spirit. There were also nominations for residents and groups who dedicate time to working with Hyde to improve services, either through scrutinising performance, working on projects or taking part in staff recruitment. A big thank you to every single nominee who deserves to be celebrated for their part in making our communities better places to live.

Community Champion Overall Winner: Samira Mohamoud The winner of this award was chosen by the audience at the ceremony from amongst sixteen residents, all of whom had been recognised as having made an outstanding contribution within their communities. As well as the work that Samira does as one of Hyde’s Welfare Reform Champions, she also acts as a free translator at a community centre and for The Hyde Group. She supports staff in reaching out to Somali residents, to ensure they can get involved and access services and is the driving force behind the Somali Women’s Group.

Community Project Winner: Hyde Village’s Young People’s Drama Group This Group, as well as providing a nurturing environment for young people to learn drama, has taken disadvantaged children to Euro Disney, run Christmas and summer activities for young people and holds bingo evenings (which are so jampacked, that there’s standing room only!).

12 Get in touch – For questions, queries or comments about the magazine or Hyde Group, see page 2 for all our contact details


Resident of the Year Winner: Lee Robinson Lee, who lives in the South Region, was nominated for making a lasting difference as a strongly valued involved resident at all levels, from his Area Panel through to the Group Board. He was a strong Chair of Hydewide Residents’ Voice for four years and over this time he acted as a true critical friend for Hyde.

Effective Scrutiny Winner: The Hillside Resident Assurance Committee (RAC) Positive Partnership Working Group Award Winner: Packington Square Board This group of seven highly committed residents, based in the London Region are currently supporting the 10 year regeneration project to demolish and rebuild their estate. The judging panel was very impressed by the many ways in which this group has effectively worked in partnership with Hyde staff and contractors, in so many aspects of the project, to represent the views and opinions of their neighbours.

This Committee was recognised for its perseverance in getting started, as well as for its effective scrutiny. Members had had to overcome strong resistance from some of the local residents in the area, to become an impressive group, dedicated to improving services.

Positive Partnership Working Individual Award Winner: John O’Leary As well as being at the forefront of following up and resolving a wide range of issues on his estate, John, who lives in the London Region, also plays an active role in Group wide matters including complaints resolution, staff recruitment and procurement.

Young Resident of the Year Winner: Layton McLean Layton, who lives in the London Region, was chosen for overcoming many obstacles to train as a youth worker, volunteer as a play scheme facilitator and for his work at an afterschool club. He spends his summers working at summer camps and is a qualiied FA Level 2 football coach. To quote the words in his nomination “he is an inspiration.” There was also recognition for the following… Special Commendation Positive Partnership Working The Hyde Procurement Panel Highly Commended Community Champion Anne Gray Community Project Hyde Village Senior Citizens’ Lunch Club Young Resident of the Year Zan-Marie Parker; Poppy, Chloe, and Abigail Hester Ryan Holloway Yalda Nourzai Chelsi Beale, Owen Spencer and James Martin Dale Whiteman

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Survey highlights

Fantastic feedback In January 2012, based on feedback from our residents, the irst issue of the new look group wide magazine was sent out to residents. The changes we made to HydeLife were based on what we’d been told by residents: “We want a magazine with fewer pages that provides relevant information in a clear way, with less words and great pictures.” After seven issues of the new format, it was time to check again with residents whether we were still on the right track.

Q3 I read HydeLife Of those who responded to the survey, the overwhelming feedback was that residents do read HydeLife, whether it’s every time (73.26%) or just sometimes (19.77%).

Q1 Where do you live? As you can see, the largest response was from residents living in the South Region.

80% 70% Percentage of responses

I live in... 50 40 Percentage of responses

I read HydeLife...

30 20 10

East

London

South

0

Q2 I am... HydeLife does seem to appeal across a wide age range of our residents. However, the 65 -74 year age group has been the most active in letting us know their views! I am...

60% 50% 40% 30% 20% 10% Every issue

0%

Sometimes Frequency

Never

Q4 I enjoy... We’re glad that we’re getting it right with the types of information articles that we’re including. Whilst both the competition and puzzles are popular, there were different views about the puzzles, some telling us that they’re too hard and others telling us that they’re too easy! Some of you said you’d like more puzzles and competitions. However, with the amount of pages in the magazine, it would be dificult to give over more space for these, as we then wouldn’t have enough space for the other types of items that you also let us know that you enjoy reading. It’s a tough one. I enjoy...

30%

90% 25%

80% 70% Percentage of responses

Percentage of responses

20% 15% 10% 5% 0

16-34

35-44

45-54

55-64 Ages

65-74

75-84

85+

60% 50% 40% 30% 20% 10% 0%

Residents’ Round up

Information articles

Out and Competition About photos from activities

Puzzles

14 Get in touch – For questions, queries or comments about the magazine or Hyde Group, see page 2 for all our contact details

Company performance information


Q5 How would you like to receive HydeLife?

Q7 Is there anything else you’d like to say about HydeLife?

We’ve taken action based on feedback in all cases where the person could be identiied from the information they provided. For the small percentage of residents who told us that they don’t want to receive HydeLife, we’ve removed their details from our mailing list. For those who said that they’d like to view it online, or receive it via email, we’ve also removed their details from our mailing list and instead, have sent them a link, so that they can see the latest version electronically.

e of able sourc It is a valu ay w a n and informatio t’s a h w with to keep up . going on

I would like to receive HydeLife... 100%

I enjoy r ead other a ing about reas wit hin Hyde.

90% 80% Percentage of responses

70%

HydeLife, Thanks to who Hyde Plus d te c ta n o Ic with debt years ago w ed fe a e m elp I receiv helped vice and h d a a e s h ie T rr s. problem ed my wo and reliev u. was great l. Thank yo great dea

60% 50% 40% 30% 20% 10% 0%

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By post

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Q6 Do you have any suggestions about articles you’d like to see in future issues of HydeLife? The main comment was residents saying that they wanted to see more about their local area. As HydeLife is the group wide residents’ magazine, its purpose is to provide information that can be equally relevant to all residents, no matter where they live. ‘Local’ information is provided in the News and Views Newsletters that you receive.

The Hyde Group Resident Magazi Issue No. 6 ne January 2012

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First issue I have read as a fa irly new tenant and I am very impressed.

Keep it goin g. I like to know especi ally about th e apprenticesh ips. I keep a ll my copies y ou never kn ow when info ca n come in handy.

Page 6

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Everyone who provided their feedback to us by 28 February was entered into a prize draw for their chance to win £100 of Love2Shop vouchers. Congratulations to the lucky winner – Mr Jacob Kehinde Abodunrin, from Geenwich in London Region.

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Out and about

London Region Work of Somalian women showcased at Stonebridge In March, Hyde was proud to host one of three special screenings held in Brent, of the inspirational documentary ‘Through the Fire’ which highlights the bravery of Somali women working for peace in their country. Over a hundred people, including a large number of Hyde’s Somali community, attended the event at the Stonebridge Hub. Involved Hyde resident, Samira Mohamoud, who works tirelessly as a Welfare Reform Champion, said: “As a Somali woman I’m very proud of what these women have achieved in our country and so I urged my local community to attend these events and be inspired by their courage.”

Hyde residents Jamie Melvin and Azeez Adesanwo, two of the young peo ple chosen to take part in the training program me.

South Region Praised in the press Two Hyde residents, Kate Crockford (a resident representative from Hunston who is a member of the South RAC* and also the Panel in her area, and Candi Gilroy (who lives in Orchard Croft, North Mundham), appeared in their local paper, when they were presented with Civic Awards by Chichester City Council for their outstanding contributions to the city. Kate who is a Mum of three, uses a wheelchair to get about and has devoted the last 26 years to the Scouting movement. Candi set up a dance group in 2009 which provides classes in Sussex, Surrey and Hampshire for children of all abilities, including those with special needs or disabilities. She is also fund raising so that she can take her dancers to Disneyland Paris to perform. * Resident Assurance Committee

16 Get in touch – For questions, queries or comments about the magazine or Hyde Group, see page 2 for all our contact details


Spring 2014

East Region The Prince’s Programme Twelve unemployed young people aged 18–25 years who took part in the latest ‘Get into Construction’ programme, run by youth charity, The Prince’s Trust, were recognised for their efforts at an event on 11 April 2014 at The Arc (the community centre on the Packington estate in Islington, where their training placement had taken place). During their time on site, the young people gained valuable experience in construction trades, teamwork and communication skills. They also had the opportunity to secure a CSCS* card – an essential health and safety qualiication needed to work on a construction site. “Hyde is committed to helping young people from our communities get jobs and realise their potential. We wish them all the best as they continue to develop their skills and expertise and secure employment in this exciting growth industry,” said Bernice Ramchandani, Hyde’s Head of Delivery at Packington estate. *Construction Skills Certifications Scheme

Sandra’s a Star When Hyde’s Resident Engagement team in Kent ran their ‘Star Award’ campaign to ind ‘Good Neighbours’, it was Sandra Robinson, who was awarded irst prize. Sandra always looks out for others and goes out of her way to assist people in the block in Bromley where she lives – particularly the vulnerable residents. She buys plants out of her own money and puts these in the communal areas for everyone to enjoy and keeps in regular contact with the caretaker. Sandra also helps to keep the block tidy (some call her “the bins police” as she’s been known to go out and bag up rubbish if it’s been disturbed or dumped). For 16 of the 37 years that Sandra has been a resident of Hyde she has lived at her current property, she says “I love where I live – this block is like Sandra (c living in a big family, we all e (left) who ntre) with fellow re look out for each other”. nominate sident Mrs th d e Residen

t Engagemher and Gill Butler Turner from ent Team .

Plenty of choice at the market Hyde’s development at Brighton Open Market will provide a total of 87 affordable homes (60 for shared ownership and 27 for social rent) for the Brighton area. As well as providing new affordable homes, Hyde has completed extensive works to create a new covered market which will be run as a social enterprise with a total of 44 market stalls, 12 artist studios and a public square. If you’re interested in inding out about other shared ownership opportunities in Brighton, or that we have available elsewhere, visit our website at www. hydenewhomes.co.uk call 0845 606 1221 or drop an email to info@ hydenewhomes.co.uk

Sharon W with resid atson (left), Housin ent Marg g aret Frank Officer lin.

Hyde makes its mark in Milton Keynes On Tuesday 11 March 2014, Hyde’s Chief Executive Oficer, Steve White, attended an event organised by builders Crest Nicholson, where he was presented with a key by Robert Napier, Chairman of the Homes and Communities Agency (HCA), to mark the handover of the 75th of the 88 affordable homes that have been funded by Hyde at Oakgrove Village in Milton Keynes. The development is built on land owned by the HCA. As part of the event, there was a chance for those attending to meet up with a family who is already happily settled into one of Hyde’s homes.

e White (left) being Hyde Chief Executive Officer Stev Chair of the HCA. ier, Nap l Pau presented with key by

17


Competition

Your chance to win... The prize for the competition in the January issue of HydeLife proved very popular and attracted more entries than usual, so here’s a chance for another lucky person to win a Kindle Fire. From now on, no matter where you live, you’ll only need to remember one number when calling Customer Services or our out of hours emergency services. The number to call is: A Freephone 0800 3 282 282 B Freephone 0800 5 614 524 C Freephone 0800 2 328 491 Send the correct answer (A, B or C) along with your name, address and telephone number to: HydeLife. The Hyde Group, 30 Park Street, London, SE1 9EQ.

CLOSING DATE: Friday 8 August 2014. The winner will be announced in the next issue of HydeLife. Good luck!

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Winner! Congratulations to Amanda, from Brighton in the South Region who correctly answered the question in the January 2014 issue of HydeLife and won a Kindle Fire. The answer was B Have you Switched On? Please note: This competition is only for Hyde residents. Employees of The Hyde Group and their families may not enter.

The correct answer is: Name: Address:

Telephone:

18 Get in touch – For questions, queries or comments about the magazine or Hyde Group, see page 2 for all our contact details


For information Performance for the Quarter October 2013 to December 2013 This performance information for The Hyde Group covers the three months from October 2013 to December 2013. It tells you how well we did delivering your services over these three months. Our target igures are given as bold numbers and the faces tell you whether we met the targets:

Performance on or above target Performance close to but below target Performance significantly below target

Useful contacts to keep to hand

Access and customer care

May 2014

Our target

How we did

Phone calls answered within 30 seconds

85%

38%

The Facts The severe weather and problems with our new repairs and maintenance service over this period contributed to a very high number of calls and had a major impact on our performance. For only the second quarter since our new Customer Services were launched in July 2011, our performance fell below our target of 85%.

Complaints Service promise and performance indicator

Our target

How we did

Respond to complaints within 10 working days

90% 75%

41% 36%

% satisfied with complaints handling

The Facts Challenges resulting from the high volumes of complaints received over this period, meant that our customer care in this area, remained below our targets – we are working hard to ix service problems and get on top of the complaints backlog. We’ve recruited extra staff to the complaints team with a number of staff dedicated to making sure repairs and maintenance issues are resolved.

Repairs and Maintenance Service promise and performance indicator

Our target

How we did

% repairs completed on the first visit to your home

86% 94% 87%

83.4% 75.8% 87.5%

Appointments made and kept Overall satisfaction with the repairs service

The Facts Whilst continuing to provide you with the information about the overall satisfaction with the repairs service, we’re now going to provide you with information about: 1) The percentage of repairs completed on the irst visit to your home and 2) Appointments made and kept. This change is to relect the areas in Repairs and Maintenance Services that residents told us that they wanted to see improvements in. The targets were set in agreement with involved residents.

For: General Enquiries, Reporting a Repair , Making a Complaint Call Hyde Customer Services on Freephone 0800 3 282 282* or email customerservices@hyde-housing.co.uk *For those of you who use a mobile and have a contract with free minutes, use this number instead 0300 1 232 233

Service promise and performance indicator

Gas Emergencies: If you smell gas call the National Gas Emergency Number on Freephone 0800 111 999 (24 hours). Phone from a nearby property and do not use a landline or mobile phone in the affected property. Turn off the supply at the mains. Don’t smoke or use a naked lame or turn any electrical switch or appliance off or on (this includes mobile phones or pressing doorbells) as this could ignite the gas. Open all doors and windows IMMEDIATELY to ventilate the property. Emergency out of hours repairs (in the evenings, at weekends and on Bank Holidays): Call Freephone 0800 3 282 282* *For those of you who use a mobile and have a contract with free minutes, use this number instead 0300 1 232 233 Getting involved with Hyde and your community or to ind out about free training courses: Contact the Resident Engagement team on: Freephone 0800 3 282 282* or email residentengagement@hyde-housing.co.uk *For those of you who use a mobile and have a contract with free minutes, use this number instead 0300 1 232 233 For free debt advice or help getting a job or inding work experience: Contact Hyde Plus on: 0800 030 4424 or email hydeplus@hyde-housing.co.uk For free year-round over the ‘phone home energy checks and a range of helpful energy advice call Hyde Energy Doctors on 0800 838 650 or 0207 527 6759

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...and finally

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If you would like this document in another language or format, such as large print, Braille, CD or audio tape, please contact us. ARABIC:

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If you have ideas for future issues of HydeLife magazine, please get in touch. Email: hydelife@hyde-housing.co.uk 20 Get in touch – For questions, queries or comments about the magazine or Hyde Group, see page 2 for all our contact details


Hydelife May 2014