Our Voice - Summer 2018

LONGHURST GROUP CUSTOMER MAGAZINE | SUMMER 2018

INSIDE… YOUR QUESTIONS ANSWERED DAY IN THE LIFE OF OUR HOUSING MANAGER SHOW OFF YOUR GARDENS IN BLOOM

JOINT BID TO SAVE HEART ATTACK VICTIMS We’ve joined forces with the community to save heart attack victims. Read more on page 13.

In the picture…

Transforming young lives - more on page 6

CONTENTS In this issue…

4–5 6-9 10–11 12–13 14–15 16–17 18–19 Back

News from around Longhurst Group Around our way Home from home Health and Wellbeing Money talk Around our way Home from home Competition Time

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longhurstgroup.org.uk /FriendshipCandH /LandHHomes /spirehomes @longhurstgroup communications@longhurst-group.org.uk

LONGHURST GROUP CUSTOMER MAGAZINE | SUMMER 2018

HELLO and welcome to the summer edition of Our Voice – Longhurst Group’s customer magazine.

First of all, let me say a big welcome to Axiom customers, many of whom will be reading their first ever copy of Our Voice – I hope you and your fellow readers enjoy what I’m sure you’ll agree is another packed edition.

Whether you’re an Axiom, Friendship Care and Housing, Spire Homes or Longhurst and Havelock Homes customer, there’s something for everyone in the latest edition of the magazine.

Once again, we’ve got plenty of news and stories to share with you from across the Group, including a feature looking at the fantastic work of our Wisbech Foyer, which is transforming the lives of young people in Cambridgeshire.

We also join our busy Housing Services Manager Andy Wright on a typically varied working day to get a glimpse into his role and give you an idea of the lengths our brilliant colleagues go to ensure we deliver an excellent service to customers.

We’re also pleased to share with you the findings of our communal cleaning satisfaction survey as well as the results from our readership survey, in which we asked for your feedback and ideas for Our Voice.

As well as some really positive feedback about the magazine, many of you also said that you’d love the opportunity to show off your brilliant gardens and so, to coincide with the onset of summer, I’m very pleased to announce that this edition sees the launch of our blooming brilliant gardening competition! Turn to pages 10-11 for details of how to enter.

I hope you enjoy the magazine and we look forward to bringing you the next edition later in the year.

Matt Dannatt

4. NEWS

I can remain independent here, live the life I want, surrounded by friends and with security it’s exactly what I wanted.

Betty Davison, who was the first resident to move into our Home Grange development in Lincoln.

‘IT’S JUST PERFECT FOR ME’ – DELIGHT OF HOME GRANGE’S FIRST RESIDENT THE first resident to move into her new home at Lincoln’s Home Grange can’t wait for more new friends to join her at our recently-opened development.

Betty Davison was delighted to move into her new two-bedroom apartment at the £5.5million luxury scheme off Boultham Park Road.

Home Grange has been delivered by Keystone – which is part of Longhurst Group – and Gusto Group, creating 36 luxury apartments exclusively for the over 55s.

Mrs Davison was one of a number of eager residents to reserve their home

during the construction process, which was completed in March.

“I’ve been here over a week now and I absolutely love it,” said Mrs Davison as she was presented with a bouquet of flowers by the developers.

“I lost my husband four years ago and I was living alone in North Hykeham in a big house with a big garden and I wanted to plan my future.

“I first became aware of Home Grange on Mothering Sunday last year.

The family were visiting for Sunday lunch and we took the grandchildren through to the park where we saw the signs advertising that they were building

these beautiful apartments.

“It all went from there really. It’s such a good area, with all the facilities and the transport links that I need. I don’t drive anymore, so it was just perfect for me.

“I saw the plans for the apartment and what was on offer here and jumped at the chance. To now be settled in this lovely new home is fantastic – I certainly haven’t got any regrets at all.”

At a recent open event, prospective buyers jumped at the opportunity to see what the now-completed development has to offer.

Over 30 people were taken on guided tours of the immaculately-appointed

NEWS .5

The Sleaford Foyer, which will now be managed by Axiom.

DOUBLE TRANSFER BOOSTS OUR STOCK TO OVER 22,000 homes, spacious residents’ lounge and tranquil landscaped gardens.

More residents will be given the keys to their new homes throughout this month, with the on-site marketing suite now open for interested parties to find out more about the development.

Mrs Davison, who recently celebrated her 80th birthday, is looking forward to welcoming more neighbours into a community that means her new surroundings already feel like home.

She added: “I know that more and more residents will be moving in over the coming weeks and many of them are people I already know and call friends, so there’s going to be a real community here, which will be lovely.

“I can remain independent here, live the life I want, surrounded by friends and with security – it’s exactly what I wanted.

“My son has been to visit plenty of times to have a look around and he absolutely loves it. The whole family are very happy, in fact.”

Find out more about Home Grange 01522 681 560 ¬¬ homegrange.co.uk

WE’RE delighted to tell you that we have extended our stock to more than 22,000 properties after completing the transfer of over 400 properties from two other housing associations.

We recently transferred 308 properties from The Hyde Group.

These properties are located in South Kesteven, Fenland, Kings Lynn and Rutland and include affordable, shared ownership and leasehold homes.

It follows the transfer of 144 properties from PA (Paragon Asra) in March. A total of 22 of these properties were already managed

by L&H (Longhurst & Havelok) Homes. The properties also include 19 supported housing units and 10 shared ownership homes.

This agreement includes the transfer of the Sleaford Foyer and the Family Plus Team, which will now be managed by Axiom Housing Association through the Supported Housing department.

The Sleaford Foyer provides supported accommodation for homeless or potentially homeless

young people, aged between 16 and 25. As well as a place to live, young residents have access to someone to talk to and receive advice and support with learning new skills.

Sharon Guest, our Executive Director of Housing Services, said: “The transfer of these properties will help us to further realise our ambitious growth plans and provide high-quality homes and services to even more people across the Midlands and East of England.

“We are committed to enhancing our care and support provision and this is demonstrated by the addition of several supported housing properties and the Sleaford Foyer, which we will manage.

I’d like to offer a warm welcome to all of our new customers. “We will use our experience and expertise in these areas to ensure that customers receive the best possible service.”

These recent additions are further examples of our continued growth, following last year’s merger with Axiom Housing Association and the transfer of 27 leasehold schemes from Waterloo Housing Association in July 2017.

6. AROUND OUR WAY

Wisbech Foyer’s Service Manager, Helen Florence (left) tackles a jigsaw puzzle with two of the Foyer’s residents.

HOW WE’RE CHANGING THE LIVES OF YOUNG PEOPLE IN CAMBRIDGESHIRE “I don’t know where I’d be or what I’d do without the Foyer – it’s turned my life around.”

Those are the words of one of the residents at our Wisbech Foyer in Cambridgeshire, which provides supported accommodation for up to 17 young people aged between 16 and 25.

Specialist staff help residents develop independent living skills, supporting them with individual training needs, accessing education and employment.

Each resident has their own room, with access to shared facilities, including a communal lounge, kitchen and laundry room.

Wisbech, which is operated by Longhurst Group member company Axiom, also has two move-on flats for those residents who are ready to make the next step towards independence.

The service’s Manager, Helen Florence, explained: “We try to encourage residents to live independently, by boosting their skills, attending education

training or employment, by putting on resident activities, building up their social skills, getting them involved in the local community.

“They’re referred into the service by local authorities and agencies, local drink and drug services and colleges as well. There’s an allocation and interview process and then they’re put onto a waiting list. Once a room becomes available, they’re moved in.

“I love the team that’s here and the residents that are here – they make it for me. Very often, they come to the Foyer with nothing and so to then see them leave, having turned around their lives, is fantastic and very, very rewarding.

“Every day is different, with lots of challenges along the way, which stops me getting bored! I absolutely love it.

“It’s fantastic, as manager, to see how good the team are at supporting the residents, they’re absolutely brilliant.”

Andrew, who was sleeping on the streets before moving into the Foyer, said: “The Foyer has helped me in a lot

It’s fantastic, as manager, to see how good the team are at supporting the residents, they’re absolutely brilliant.

Helen Florence, Wisbech Foyer Service Manager of ways. I was homeless before I came here, but the staff have picked me up and have really helped me emotionally and done everything that needed to be done and more.

“If the Foyer wasn’t here, my life would be very different now. I don’t know

AROUND OUR WAY .7 where I’d be, who I’d be with or what I’d be doing. I’ve made new friends, met new people and learned new things here. It’s turned my life around. I’m happy here.”

Another resident, Bradley, added: “The Foyer has helped me in a lot of ways because I’m not originally from this area.

I came down for my own reasons and ended up in here.

“But with the support of all the staff, especially my key worker and people like Helen, they’ve helped me get through the rough times.

“Without their support, I don’t know how I’d have managed to do this.

“Thanks to everyone here, I’m really in a good place and back on track now. My life is getting better all the time – and that’s thanks to the Foyer.

“I’m working, I’m getting out more and I’m socialising. If it wasn’t for the staff, I wouldn’t be able to do that.”

Helen has only been in post as manager at Wisbech for little over a year, but has overseen a dramatic turnaround at the service – an impressive performance which recently saw her shortlisted for a prestigious national award.

The 26-year-old is currently among the leading candidates for 24housing magazine’s Young Leaders award.

On her shortlisting for the Young Leaders award, Helen added: “I was shocked and quite nervous about it when I first heard, but I started looking into it and I’m quite excited about the challenge ahead.

“Now people are voting, it’s got quite real and people are emailing me to congratulate me on being shortlisted – colleagues who I don’t even speak to on a day-to-day basis. It’s really nice.

“It’s absolutely fantastic to be nominated and I’m actually really proud of myself for what I’ve achieved. It’s not always been easy, but to be here now and be shortlisted for an award like this is brilliant. It’s very exciting.”

Longhurst Group’s Executive Director Care & Business Partnerships, Louise Platt, said: “We’re delighted to hear that Helen has been shortlisted for this fantastic award.

“It is a ringing endorsement of the fantastic achievements that she has already realised in her short time as service manager at Wisbech Foyer.

“The Foyer improves the lives of the young people who live there, ensuring they have all the tools and support they need to take the next step towards independence.

“We are very proud of the service and Helen’s superb leadership of it. On behalf of everyone at Longhurst Group, I wish her the very best of luck.”

We offer shelter and support to those who need it most, particularly for those who would otherwise have to sleep rough in awful conditions.

Fay Moore, Head of Supported Housing, Axiom

BRINGING THE HOMELESS IN FROM THE COLD THOUGHTS may be turning towards the warmer weather of summer, but just a few weeks ago, when the country was hit by a wintry blast, Axiom Housing Association was there to help even more homeless people in Peterborough.

During periods of cold weather, Axiom – which manages more than 2,000 homes across Peterborough, East Cambridgeshire, Huntingdonshire and Fenland – works with Peterborough City Council to offer shelter for up to 12 homeless individuals at its Fair View Court supported housing project.

This year, due to an increase in rough sleepers and the periods of prolonged severe wintry weather, Axiom increased the availability at the shelter to 18 places, meaning even more vulnerable people were helped off the street and offered an escape from the sub-zero temperatures.

Fay Moore, for Axiom, said: “As a leading provider of Supported Housing in Peterborough, we want to support the most vulnerable people and this is so important during the

extreme weather conditions that we experienced earlier this year.

“We offer shelter and support to those who need it most, particularly for those who would otherwise have to sleep rough in awful conditions.

“Through December and January we had six or less some nights, but this began increasing as the weather turned colder and we eventually saw a really sharp increase in the number of people accessing the shelter.

“Our team was quick to respond to the request to increase the capacity and ensure that we could help as many people as possible.

“In addition to the 18 spaces we offered, we are also able to contact a charity who offered shelter to more people if we reached our capacity. It was just about being able to help as many people as possible.

“The team work very hard to run this additional service and are dedicated to reducing homelessness in the city.

“I am very proud of them and would like to thank them for all their hard work.”

8. A DAY IN THE LIFE

This is an ideal opportunity for me to influence council policy and network with local support agencies.

Andy Wright, Housing Services Team Manager, Longhurst Group

Andy Wright, Housing Services Team Manager, Longhurst Group

A DAY IN THE LIFE OF... A HOUSING SERVICES MANAGER ANDY Wright is Friendship Care and so roadworks on the M6 until 2020 are Housing’s Housing Services Manager, not helping! responsible for leading a regional team that provide the allocations, housing,  9am Today, I’m based at Walsall, so estate and tenancy management as soon as I arrive at the office, I fire up service for over 4,000 homes across the laptop. I check-in with the Housing Team Leader to make sure that all staff the East and West Midlands. are in and discuss the priorities for the We asked Andy to keep a diary of a day. We don’t always work from the typical day in his role – if there is such a same office on the same day, so this thing! – to get an insight into his varied chat can sometimes be over the phone job and understand the lengths he goes or email. to deliver an excellent service to our  9.30am–10am I’m holding interviews customers. for a Lettings Advisor position based in  7.30am It’s time to set off for work. the Walsall office today, so I set up the The commute can be anywhere interview and testing spaces, get the between an hour’s drive, or two and a paperwork and laptop ready to be used half hours, depending on which office I by the candidates. I want to create a go to. On any given day, I can be based comfortable environment that helps the in Walsall, Birmingham or Nottingham, candidates relax and perform well.

 10am–12.30pm Interviewing lasts about two and half hours. Afterwards, I collate the test results and paperwork for assessment and scoring before making a final decision and letting our Human Resources team know. There were some excellent candidates, but there was one that stood out from the others, who’ll be an excellent addition to the team and someone who I know will do their best to provide an excellent service to our customers.  12.30pm–1pm It’s time to break for lunch, so I grab a quick bite to eat before tackling the next task of what’s another busy day!  1.30pm I visit a block of flats with one of our Housing Officers to investigate complaints of fly-tipping. I

AROUND OUR WAY .9

GET INVOLVED! Join one of our customer panels

There are local panel groups for your Housing provider. Each group reports to our Longhurst Customer Scrutiny Team.

How much time is required?

There are four meetings each year, with lunch provided.

What’s in it for you?

You’ll get access to professional training programmes to improve your skills and knowledge, including CV and meeting skills. We’ll also pay reasonable travel expenses.

community. We plan to work with a group of elderly people to revitalise the community garden at the Beechdale office, organise a street party for the Queen’s birthday and organise a scarecrow making competition later in the year to test the handiwork of our customers!

Andy meets with Housing Services Team Leader Sarah Lowe on the Beechdale estate in Walsall

feel that seeing the problem for myself, first-hand, helps me to come up with effective solutions. Together we agree to put up some signs around the area to deter those responsible and write to residents to let them know that we’re dealing with the matter and encourage them to report, in confidence, anything they witness.  2pm It’s time to meet with our Community Champion to discuss and plan new events to hold in the

What do we need from you?

These panels have been set up to scrutinise and review our performance. You will have an input in developing and changing policies and procedures, reviewing complaints and helping to monitor our service standards. All panels are led and chaired by our customers.

 3pm It’s time for me to attend another meeting. This time, it’s at the town hall, led by the council and attended by various other housing associations, charities and statutory agencies. We’re gathered to review the proposed strategy for tackling homelessness and supporting those that are homeless or at risk of becoming so. This is an ideal opportunity for me to influence council policy and network with local support agencies.  4.30pm I’m back on the emails and returning calls. A member of the team wanted some advice about a vulnerable resident who they were concerned about. After discussing the case and finding out the background, I recommended that the Housing Officer make an immediate referral to the local council for them to investigate further as safeguarding our vulnerable residents is an absolute priority.  6.30pm After another meeting brings a busy and varied day to a close, it’s time to head home. Hopefully the M6 will be kind this evening!

If you would like to get involved, please get in touch: ƀƀ customerengagement@ longhurst-group.org.uk Friendship Care & Housing customers 0300 123 1745 L&H Homes customers 0800 111 4013 Spire Homes customers 0300 123 66 11

10. GET INVOLVED

Are you proud of your garden? Show it off by entering the Our Voice customer gardening competition!

DIG DEEP AND ENTER THE OUR VOICE CUSTOMER GARDENING COMPETITION! ARE you proud of your gorgeous green space? Keen to show off your sublime suntrap? Enter the first ever Our Voice customer Gardening Competition!

When we sent out the last edition of the magazine, we asked for your feedback and suggestions. Towards the top of your list of fantastic ideas was an opportunity to show off your gorgeous green spaces.

We thought it was a brilliant idea and so we’re delighted to announce the launch of the first Our Voice Gardening Competition – and all customers are encouraged to take part.

It doesn’t matter where you live, or how big or small your garden is; all that matters is that you’re proud of it and want to share it with us!

It could be a large lawn surrounded by flower beds, a paved area with gnomes and plant pots or even just a hanging basket outside your front door.

It can also be a communal garden Autumn issue of Our Voice. The top prize is which you help maintain, or simply some £50 of gardening vouchers, not forgetting potted plants to brighten up your balcony. the coveted special winner’s certificate!

Judging will take place in September, The two runners-up will also receive a with the winners announced in the certificate and £20 of gardening vouchers.

HOME FROM HOME .11

HOW ARE YOU FINDING YOUR NEW REPAIRS SERVICE? THANK you to everyone who has passed on feedback about our new repairs contractor Wates Living Space.

The top three will also each receive a wild seed kit as part of Longhurst Group’s participation in Grow Wild; the national outreach initiative of the Royal Botanic Gardens, Kew. Customer engagement manager, Helen Mead, who will be part of the judging panel, said: “Our Voice is your customer magazine and so it was great to get your feedback and all the ideas you have for it.

“We thought the concept of having a customer gardening competition was fantastic so we’re delighted to launch this year’s event.

“We know we have so many customers who take real pride in their private and communal gardens so I can’t wait to see all of the entries come in over the summer – then we’ve got the tough task of picking a winner!”

The deadline for entries is Friday, August 8, 2018. To enter, simply take a photo and either email it to communications@ longhurst-group.org.uk or send it by post to Longhurst Group, Leverett House, Endeavour Park, Gilbert Drive, Boston, Lincolnshire, PE21 7TQ. Don’t forget to include your name, address and contact details.

that there have unfortunately been some early teething problems with the service.

Specifically, a number of these issues have been around the way that calls from customers are handled.

Our team are working hard with Wates to overcome these issues and ensure that you receive a better standard of service in the future.

Under the new service, Wates manage all of your phone calls and queries directly, meaning that when you report your repair, you can book an appointment to suit you.

Once you have reported your repair, you will receive a text message confirming your appointment. Wates will also send you a reminder text the day before your appointment.

It’s important to remember that there are two types of repair - emergency and routine. Under the new service, Wates aim to resolve all repairs as soon as possible within 21 days, with the aim of a ‘first time fix’, to ensure minimum inconvenience to you.

So look out for our jointly branded vans and remember to always ask to see ID from a Wates Living Space representative before allowing them into your home.

Since the end of March, customers living in Friendship Care & Housing, L&H Homes and Spire Homes properties have been receiving a new repairs service.

You may have already spotted our new jointly-branded vans on the road across our operational areas, ferrying Wates representatives to our customers’ homes to ensure they’re kept safe and secure.

Since it launched over the Easter Bank Holiday weekend, you’ve been telling us about your experiences of the new service and letting us know what you think.

One customer who got in touch, said: “I had to call Wates out on Good Friday to fix our leaking toilet and I must say how very impressed I was with the quick response and excellent service I received.

Well done to them.” Another customer, who suffers from poor eyesight, rang to report a repair to her failing bathroom light, and the issue was resolved within two hours of her reporting it.

She said: “The gentleman who attended was very polite and professional.

“I couldn’t have had a better service REPORTING A REPAIR and I want to pass on my thanks.”

When an extractor fan stopped To report a repair, call the corresponding working in her kitchen, a customer number below. from Northamptonshire called Wates to report the issue.

Friendship Care & Housing customers She said: “Thank you so much 0300 123 1745 for getting it sorted. It has been an ongoing issue for a while now, so I really L&H Homes customers appreciate it. The electrician who came 0800 111 4013 out was great.”

While it’s great to hear some positive Spire Homes customers feedback from customers, we recognise 0300 123 66 11

12. HEALTH AND WELLBEING

10 reasons

why our residents should choose My Home Contents Insurance Scheme Flexible regular Pay-As-You-Go payment options No fuss, quick and easy to apply either through the post or over the telephone No excess (you do not pay the first part of the claim)

Covers lost or stolen keys You do not need to have special door or window locks You do not need to have a bank account

Covers fire, theft, flood, water damage and other household risks Covers damage to internal decorations Covers accidental damage to sanitary fixtures such as toilets and washbasins Covers damage to external glazing for which you are responsible Exclusions & limits apply. A copy of the policy wording is available on request.

To help our residents apply for cover, we have application packs for them to complete or they can apply directly by calling My Home on:

0345 450 7288 visit www.thistlemyhome.co.uk

The National Housing Federation My Home Contents Insurance Scheme is a product name arranged and administered on behalf of the National Housing Federation by Thistle Tenant Risks a trading style of Thistle Insurance Services Limited. Thistle Insurance Services Limited is authorised and regulated by the Financial Conduct Authority. Lloyd’s Broker. Registered in England under No. 00338645 Registered office: 68 Lombard Street London EC3V 9LJ. The National Housing Federation is an Appointed Representative of Thistle Insurance Services Limited.

T E N A N T

R I S K S

HEALTH AND WELLBEING .13

Pictured with the new defibrillator, from left to right, are; Hugh Holden of the Rotary Club of Uppingham, Housing Services Manager Andy Wright, Uppingham First’s Ron Simpson, Rotary Club President Norman Porter and Margaret Simpson.

JOINING FORCES IN BID TO SAVE HEART ATTACK VICTIMS WE have helped to install potentially life-saving equipment in Rutland.

A new community defibrillator has been installed on the side of Spire Homes’ community room at Gerard Court, Uppingham, in partnership with community group Uppingham First, Uppingham Rotary Club and the Community Heartbeat Trust.

Spire is part of Longhurst Group and provides over 5,000 properties and care services across Northamptonshire, Rutland and Leicestershire.

As well as being hooked up to Spire’s electricity supply, we also arranged for the free fitting of the device, which delivers a high-energy electric shock to the heart through the chest wall of someone who is in cardiac arrest. The pulse is called defibrillation and is an essential step in saving lives.

The latest device, funded by the Rotary Club and costing in excess of £2,000, expands Uppingham’s network of defibrillators and will be complimented by training and refresher sessions to ensure that local residents feel confident in using the device in case of emergency.

Andy Wright, Housing Services outside of hospital environments. Every manager, explained: “We were minute without CPR and defibrillation contacted by Uppingham First, who reduces a victim’s survival rate by seven were looking for somewhere in the to 10 per cent. town to locate another defibrillator.

However, if a defibrillator is used “They approached us to ask if they within three to five minutes of someone could use one of our properties at suffering a cardiac arrest, survival rates Gerard Court. We have the community jump up to around 74 per cent. room there, which is used by all of our Uppingham’s Defibrillator Network residents and accessible to all.

Coordinator, Ron Simpson, said: “We were more than happy to have the “The Board of Uppingham First are unit installed and hooked up to our own delighted that Spire Homes agreed electricity supply and so we arranged to host this defibrillator and work for our contractors at the time to fit it for with the Partnership, the Rotary Club free, so that it was at no further cost to of Uppingham and the Community Uppingham First or the Rotarians.

Heartbeat Trust to help make “It’s an ideal place for the defibrillator Uppingham a safer place. to be. It’s clearly visible to everyone and “This is the fifth in a network of seven we’ve put up some additional signs to such devices planned for Uppingham direct people to it. covering the north, south, east, west “Hopefully it’ll never have to be used and centre of the town. but it’s there, in the middle of the “Once again, the community and community, in case of an emergency. business sectors have demonstrated “It’s something we felt we could do that by working together much can be to contribute to the good health and achieved. wellbeing of the wider community, not “Finding a host who will provide just our customers living in the area.” electricity and supervision to each According to current statistics, each device is a challenging task; Spire year in Britain around 30,000 people Homes is to be applauded for its are struck by sudden cardiac arrest initiative and community spirit.”

14. JUST THE JOB

‘BRILLIANT’ ADVISOR SET CUSTOMER ON THE ROAD TO NEW JOB A FRIENDSHIP Care and Housing customer is on the road to a full-time job after receiving support from our Employment and Training advisor to land an apprenticeship.

After seeing an advert for an apprenticeship scheme with FCH contractor Aaron Services, 21-year-old Umhar Hussain, from Birmingham, reached out to Rob Friday for help.

With Rob’s support, Umhar rejuvenated his CV and learnt some key interview tips and techniques, which helped him to wow the panel.

Nearly three years on, Umhar now has experience of working with a range of Aaron’s teams and is well on the way to completing a plumbing qualification.

He explained: “I knew I didn’t want to go to Uni and so I was looking for an apprenticeship that would help me get started on the road to finding a job.

“My uncle is a gas engineer and so I thought that a trade like that would suit me.

“When we saw that Friendship was advertising for apprenticeships, it was perfect. I got in touch with Rob and it all went from there, really.

“He helped me to tidy up my CV and

get it ready for an application to the apprenticeship scheme and then, when it came around, helped me to prepare properly for the interview with some hints and tips.

“Thanks to his help, the interview went well and I was offered the apprenticeship.

“It’s my first real job and I’m really enjoying it. I’ve had part-time jobs in the past but nothing like this.

“I’ve been doing it for two and a half years now and I’ve learnt so much.

I’m currently finishing my plumbing qualification and then I’ll be on to one in gas.

“At first, it was difficult to get my head around everything but I soon got up to speed and I feel like one of the team now.

“Some days I’m on the repairs team and then on others I’m on the install team. It keeps you on your toes, but I really enjoy it.

“To have that prospect of getting a job at the end of it is brilliant. To get that, would mean a lot to me – it would be a big boost.

“I have to thank Rob for everything he did in helping me to get the apprenticeship. I’d definitely encourage

To have that prospect of getting a job at the end of it is brilliant. To get that, would mean a lot to me – it would be a big boost.

Uhmar Hussain, Friendship Care and Housing customer anyone who is in the position I was to go and speak to Rob; look at what he’s done for me.

“He really set me on the right road.”

Rob added: “I’m delighted to have helped Umhar take this important step in his career, by helping him recognise his own potential and then demonstrate it to the employer through his CV and interview.”

JUST THE JOB .15

Rob Friday’s top five tips for Cover letters When you send an employer your CV, include a short email/letter to improve your chances of getting a positive response. Four simple paragraphs will make a good impact.

1. Introduce Briefly say why you are sending your CV and include the job title and reference number.

If you’re sending your CV by email, mention these in the subject line as well.

Our Employment and Training Advisor Rob Friday, left, with Mebrahtom Weldemikall, another of our customers who he has helped into work.

LOOKING FOR A JOB? THEN CALL ROB! Rob is our fantastic Employment and Training Advisor and he works with customers from across Longhurst Group to help them into work, education or employment.

Whether you need to freshen up your CV, sharpen your interview skills or simply need some general advice to improve your career prospects, Rob is here to help.

In 2017/18 alone, Rob helped eight customers into full-time employment,

2. Draw attention Tell the employer about the skills and experience in your CV that you believe make you a perfect match for the job.

They’re then more likely to look at your CV. 3. Make it personal Tell them why you are interested in working for their business. For example, you could refer to something you have seen on their website or tell them about your own personal experience as a customer of theirs.

while a further eight found part-time jobs thanks to his support.

Nine customers were supported to secure voluntary work or work experience, two were helped to find training courses while Rob even helped one customer to become selfemployed.

4. Invite Tell them you look forward to hearing from them and give them your contact number.

If you would like Rob’s help with finding work, training or work experience, please contact him on 0300 123 1745.

In the next edition, we’ll be looking at networking.

5. Then remember… …to make sure you attach/ enclose your CV!

RENT PAYMENTS AT AXIOM HOUSE AXIOM’S head office in Peterborough will stop taking cash payments for rent or recharges from Friday, June 29.

The change will bring Axiom House into line with all of our other offices across the Group, which have already stopped taking over-the-counter cash payments from customers.

Don’t worry, though, there are a number of easy, alternative ways to make these payments and ensure that your rent account stays up-to-date.

By using an allpay card - which we can order for you if required – you can make your payments at any PayPoint provider, for example your local newsagent or Post Office.

You can also pay via Direct Debit or standing order, which means payments are made automatically and directly from your bank account.

Alternatively, customers of Longhurst and Havelok (L&H) Homes, Spire Homes and Friendship Care and Housing (FCH)

can also head to our new website and take advantage of our My Account online service. My Account is the quick and easy way to manage your tenancy online. It’s secure, free and available 24hours a day, seven days a week.

The service allows you to pay your rent (using the allpay system), view your rent statement and update your personal details.

Please note, the service is not currently available to Axiom customers.

16. AROUND OUR WAY

Walsall North MP Eddie Hughes pictured during his visit to the Beechdale estate, where he met with Longhurst Group’s Executive Director of Partnerships, Jonathan Driffill (above right).

MP BACKS UNIQUE SCHEME THAT HAS IMPROVED THE LIVES OF OUR CUSTOMERS MP Eddie Hughes has pledged his support for our innovative scheme that has helped to transform the lives of social housing customers on a Walsall estate.

The House2Home scheme, from Birmingham-based Friendship Care and Housing, FCH has supported hundreds of customers on the Beechdale estate since its launch in 2015.

The scheme trains customers in a range of tenancy matters from sourcing affordable furnishing to accessing rent statements online and is designed to help develop life-long skills as well as helping to sustain successful tenancies.

It is the second House2Home project that Friendship has established, following a successful pilot scheme in Sparkbrook, Birmingham. FCH manages 1,246 homes on the Beechdale estate, with 1,674 customers.

As well as representing Walsall North as its Conservative MP, Mr Hughes is also the chair of WHG Housing Association.

Speaking as he was shown the project

by Longhurst Group’s Executive Director of Partnerships, Jonathan Driffill, Mr Hughes “It was great to meet with people from Friendship Care and Housing and learn more about the fantastic work that they do on Beechdale, through the House2Home initiative.

“The idea that people can be supported as customers to ensure that they can sustain their tenancy and get help with things like obtaining furniture and household maintenance, is fantastic.

“It’s brilliant to see that work being done, long may it continue and as MP for the area, I hope to be part of it.”

Jonathan Driffill, said: “It was fantastic to welcome Mr Hughes to Beechdale and show him what a fantastic estate it is, which buzzes with a real sense of community spirit. We’re very proud of

Beechdale and have maintained our long-standing commitment to improve the lives of our customers who live here.

“Through Friendship Care and Housing, we do a lot of work with the local community and House2Home is a shining example of how we go above and beyond to help our customers.

“It’s great to hear that Mr Hughes is an advocate of the initiative after seeing it for himself during his visit. We thank him for his support and look forward to working with him in the future.”

Sufiah Bibi, who was the project’s first customer on Beechdale, added: “I learned so much after just one session at the House2Home project.

“I took part in a DIY session and learned about decorating and furnishing a home; I’ve even passed on a few tips that I learned to other people!

“It was a great experience. I have signed up for more employment training, and I’d love to volunteer there myself.”

AROUND OUR WAY .17

HOW WE’RE MAKING A STAND TO TACKLE DOMESTIC ABUSE WE are proud to have signed up to a new national campaign to help tackle domestic abuse in our communities across the Midlands and East of England.

The Make a Stand campaign centres around a pledge which has been developed by the Chartered Institute of Housing in partnership with Women’s Aid and the Domestic Abuse Housing Alliance (DAHA). It consists of four commitments which housing organisations like us can make to support people that live and work in housing who are experiencing domestic abuse.

Over the years, we have supported many customers who are survivors of domestic abuse.

When Michael (not his real name) first came to us, he was living on the streets with very low confidence and struggling with anxiety after suffering years of mistreatment.

He visited our offices with a support worker from the local authority and began what would be a year-long journey with our team, which has resulted in him transforming his life and future prospects. Working with our Employment and Training advisor, Michael attended a number of confidence-building courses and went on to secure a voluntary position before ultimately finding part-time work.

Rebecca is another customer who rebuilt her life with our support after leaving an abusive relationship.

During the break-up with her former partner, Rebecca lost any record of her qualifications, which made finding work difficult. After nearly 20 years without a job, thanks to help from our Money Advisor and Employment and Training Advisor, she eventually secured her dream job at a local primary school, helping her to move on and put years of abuse behind her.

WE CAN HELP IF you are experiencing domestic abuse, please do not suffer in silence – we can help. Speak to your housing advisor or call us on the numbers below:

OUR FOUR COMMITMENTS 1. To put in place and embed a policy to support customers who are experiencing domestic abuse.

2. To make information about national and local domestic abuse support services available on our website and in other places that are easily accessible to both our customers and colleagues.

3. To put in place a HR policy and procedure on domestic abuse, or to incorporate this into an existing policy, to support colleagues who are experiencing domestic abuse.

4. Appoint a champion in our organisation to own the activity we are doing to support people experiencing domestic abuse.

Sharon Guest, Executive Director of Housing Services at Longhurst Group, said: “Tackling domestic abuse is absolutely crucial and housing associations are uniquely placed to understand and help provide both support and potential solutions.

“We know that often, new customers who may be homeless or at risk of becoming homeless are survivors, as well as many of our existing customers.

“We understand how difficult it can be to break the cycle, with survivors experiencing, on average, 35 incidents before reporting abuse.

“We will do everything we can to help them, and often their children, to start again in a new home and a new community.

Friendship Care & Housing customers 0300 123 1745

“It’s vital that housing associations and local authorities work together to not only provide solutions for survivors, but also help improve our response and raise awareness of the issue.

“This is a fantastic campaign and we are very proud to make a stand to help address such a serious issue. We wholeheartedly support what the CIH, Women’s Aid and the Domestic Abuse Housing Alliance have proposed.”

Katie Ghose, chief executive of Women’s Aid, added: “By signing up to the Chartered Institute of Housing’s Make a Stand pledge, Longhurst Group has sent out a powerful message to survivors of domestic abuse that they are not alone and that there is help and support available to them.”

Axiom Housing Association 01733 347135

L&H Homes customers 0800 111 4013

The Freephone National Domestic Violence helpline is also available 24/7 on 0808 2000 247.

Spire Homes customers 0300 123 66 11

For more information, visit ¬¬ cih.org/makeastand

18. NEWS

LOG ON TO OUR NEW-LOOK SITE Our new-look website is now live!

We’ve completely revamped all of our sites, including those of each member company, so whichever landlord you belong to, the page you regularly visit has been given a fresh look and a host of new features.

The new websites are designed to be even more accessible and easier to read, whether you’re logging on to the page of Friendship Care and Housing (FCH), Spire Homes, Axiom or Longhurst and Havelok (L&H) Homes.

They are packed with new features, tips and advice as well as the ability to search for a new home or browse our network of care and support services.

The revamp also coincides with the roll-out of My Account for customers of FCH, Spire and L&H Homes. This is a personal, secure online account to help you manage your tenancy all in one place.

You can check your personal details, pay your rent and check your rent statement. An online repairs portal for our new contractor Wates will also be rolled out during July.

All customers will receive an email with more information about this new feature in due course.

Using the secure portal, you can arrange for an operator to visit on a date and time to suit you, from a choice of three slots. You will then receive a confirmation text message and another message the day before your appointment as a reminder.

DO YOU FOLLOW US ON SOCIAL MEDIA? Search for Longhurst Group @LonghurstGroup youtube.com/LonghurstGroup linkedin.com/company/longhurst-group

LISTENING TO YOUR VIEWS ON Our Voice is YOUR customer magazine so we wanted to hear what you thought of it.

When we issued the Spring edition, we also asked you to fill in a short readership survey about the magazine.

The survey was sent to over 11,000 customers and we’d like to thank everyone who took the time to complete it and share their views about the design and content of the magazine.

From those who responded, an overwhelming majority of 91 per cent told us that they valued receiving a newsletter from us with just over half of respondents (56 per cent) saying

that they’d like to receive a printed copy of the magazine.

When asked, 88 per cent said that the magazine meets their needs as a customer.

85 percent agreed that the latest edition was easy to read and 88 per cent said the magazine had a good mix of stories and updates.

In the survey, we also gave you the opportunity to suggest ideas for future editions – and you didn’t let us down! Suggestions ranged from more competitions and customer case studies to gardening tips and advice.

To help shape the future of the magazine, we are also creating an online customer editorial group that will

provide suggestions and feedback on future issues.

If you’d be interested in joining the editorial group and having your say on Our Voice in the future, please email communications@longhurstgroup.org.uk.

We have a winner!

Everyone who took part in the readership survey was entered into a prize draw to win £25 worth of Love to Shop vouchers.

The lucky winner, chosen at random, was Elaine Clayton.

Congratulations, Elaine, your vouchers are on their way to you!

GET INVOLVED .19

HOW CLEAN IS YOUR SCHEME? Thank you to everyone who took part in our first-ever communal cleaning satisfaction survey as part of our Estate Champion scheme.

At the end of February, our Customer Engagement Team asked customers who pay for communal cleaning at their scheme to rate their satisfaction of the service.

The online survey was sent to relevant customers of Friendship Care and Housing (FCH), Spire and Longhurst and Havelock Homes, with participants being asked to grade the cleanliness of the communal areas at their scheme from one to 10; with one being extremely poor and 10 being excellent.

We’re delighted to say that two L&H schemes, Havelok Court and Heneage Road, received an average satisfaction score of 10, while a further three schemes, Rachel Close, Maple Court and Church View, received an average score of nine from all those who responded to the survey.

Spire’s customers gave three of their schemes – Chapple Close, Creed Road and Rose Terrace – 10 out of 10, with Capendale Close, Dell Place, Fountains Close all receiving average scores of nine.

For FCH, Kniveton Close and Patman Gardens were both given top marks by those customers who responded to the survey, with a number of other schemes also scoring highly.

However, while we were pleased with

the ratings customers gave some of our schemes, we recognise that there is still work to do to improve satisfaction levels at those schemes where the feedback wasn’t as positive.

Of all the L&H customers surveyed about their scheme, unfortunately, 67 percent of those who responded only rated its cleanliness as five (satisfactory) or below.

For Spire customers, just under 77 per cent who responded to the survey rated their scheme as five or below, while this figure was 74 per cent for FCH customers.

Meanwhile, on Beechdale, Bloxwich Lane and Hadley Road both scored six or below.

In response to the survey, our team of assistant surveyors have been busy

reviewing all of the scores and visiting the schemes in order to carry out their own investigations and suggest any necessary improvements, such as purchasing more equipment or increasing the frequency of cleaning.

Our Customer Engagement Team will be sending out another communal cleaning satisfaction survey later in the year. As well as asking you to rate the cleanliness of the communal areas at your scheme, the next survey will also give you the opportunity to pinpoint problem spots and suggest areas of improvement.

We will also be distributing feedback ‘postcards’ to those schemes where less surveys are completed online, ensuring that customers without access to email will still be able to share their views.

Following the surveys, we will produce posters to clearly show you what improvements have been made or planned and how we’re acting on the feedback we receive from you.

Customer Engagement Manager Helen Mead (pictured left) said: “The new relaunch of the Estate Champion Scheme has proven that our customers really are the ‘eyes and ears’ of the estate.

“I’d like to say a big thank you for assisting our dedicated Property Services Team and telling us how we are performing against the schedules set for our cleaning contractors.

“As ever, we welcome your views and feedback in helping us to shape the services you receive”.

LONGHURST GROUP CUSTOMER MAGAZINE | SUMMER 2018

COMPETITION TIME Our Voice Wordsearch Find and highlight all 12 of the words listed below for your chance to win a £25 LOVE2SHOP gift voucher. Each of the words relate to a story that featured in this newsletter.

Please post your completed wordsearch to: MMOur Voice Competition, Longhurst Group, Communications Team, Endeavour Park, Gilbert Drive, Lincolnshire, PE21 7TQ. Entries can also be emailed to: ƀƀ communications@ longhurst-group.org.uk The closing date is Friday, August 10 2018.

Our winner from last time…

Adele Maysey was the latest lucky winner of our Wordsearch competition and has been awarded her LOVE2SHOP vouchers. Adele is one of our customers in Huntingdon, Cambridgeshire.

K X W Y W S M A P P R E N T I C E L Y B Q E J R E P A I R E A T L V V T K V B Y B L S Z S S T O P L M Z Q T P U D F R S D H E A R T A C R W X M D A W A R D I N C H Z E R Z E F L W H O O V E R F T O Q C R T F L F B W W R R T G W F X E U C E M T R O F K R H B L O O M I N G H D E A I Y T S V T Y O R S B J J E I D N Q R E R T J B I D I O N N E Y C I T R P R F F I R Y H E W G S C A R E C R O W H P G F M O N L E Y R W U A S C L Z M M Words…

Hyde Apartment Foyer Award

Scarecrow Blooming Repair Heart

Apprentice Eddie Website Hoover

We are Longhurst Group, one of the largest housing associations in the Midlands, with more than 22,000 homes, providing care and support services and employing more than 1,200 people. The Group is made up of Axiom Housing Association, Friendship Care and Housing, Longhurst and Havelok Homes, Spire Homes and the development arm Keystone.