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Bridge Brief HAPPY BIRTHDAY

Spring 2013

We look back at four years of Newport City Homes


Spring 2013

Spring 2013 Welcome to the Spring edition of Bridge Brief. Those articles which feature gold stars indicate a topic or area that has been identified through feedback via your Resident Panels.

PUBLIC NOTICE Please note our offices are closed on the following dates: l

29 March 2013

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1 April 2013

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6 May 2013

In case of an emergency, please contact us on (01633) 381111, Minicom: (01633) 211672

MARCH Date 6

Description Contact Deadline for Community Fund Applications Jon Conway Community Groups can apply for up to ÂŁ1,000 funding to support Community activities

Date Description 14 East Area Panel meeting

Time Venue 10am - Llanmartin 12 noon Community Centre 10am - Alway Comm1pm unity Centre 4.30pm Nexus House

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Citywide Panel meeting

19

Board meeting

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Quality Improvement 9.30am 12.30pm Panel BME Housing Forum 10am 12 noon Combined Area 10am Panel 3pm

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MEETINGS & EVENTS

www.newportcityhomes.com

Contact Pat Hill

Sian Nicholas Emily Pearce

Nexus House Pat Hill Nexus House Jon Conway Sian Lysaght Nicholas Institute


Spring 2013 APRIL Date

Description

Time

Venue

8

Citywide Panel meeting

10am 1pm

Nexus House Sian Nicholas

10

Sheltered Housing Forum

2pm 4pm

Date

Description

Time

3

Citywide Panel meeting

10am 1pm

7

Board meeting

4.30pm

Nexus House Sian Nicholas Nexus House Emily Pearce

9

East Area Panel meeting

2pm 4pm

Hope Centre Pat Hill Somerton

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Quality Improvement 9.30am - Nexus House Pat Hill Panel 12.30pm

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18

Contact

Eschol Court, Pat Hill Lliswerry Jon Maesglas West Area Panel 2pm Community Conway 4pm Centre Quality Improvement 9.30am - Nexus House Pat Hill Panel 12.30pm

MAY Venue

Contact

Please note that this information is subject to change, so check our website for updates or contact us for details. To attend a meeting or for more information, please contact the appropriate person on the numbers below: Sian Nicholas: (01633) 227752 Emily Pearce: (01633) 227631 Pat Hill: (01633) 227753 Jon Conway: (01633) 227754 Newport City Homes Housing Association Limited

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Spring 2013

Apprentice and Academy trainees with members of our Board and City Council Cabinet Member, Councillor Deb Davies

Delivering Change Together -

4 years on since transfer W

e will celebrate our fourth year since transfer on 9 March 2013 and we continue to reap the benefits of working in partnership with our residents and stakeholders to deliver 4

www.newportcityhomes.com

the changes promised in the original Offer Document: new services, improved homes and neighbourhoods, alongside jobs and training opportunities for local people.


Spring 2013 As our investment programme enters its final phase we have completed to date: l l l l

4,094 window & door replacements 2,474 heating upgrades 6,909 kitchen/bathroom/ electric upgrades, and 590 external cladding works.

2012/13 key milestones include: l

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Involved residents continuing to play an essential role in the way our services are developed and in priority projects such as the regeneration of Pill and neighbourhood action areas The third resident festival saw attendance figures of 1,200 with positive feedback received 1,100 residents joining NCH staff on neighbourhood walkabouts in order to identify improvements to their local environment

Newport City Homes Housing Association Limited

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Spring 2013 l

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Successful Community and Environmental Improvement Fund applications making a real difference across the city. Examples were: support for NVQ training in Performing Engineering given to Pillgwenlly Local Partnership Board, for the Spencer Boys Football Academy in Ringland, sport activities at Rascal Somerton and a contribution towards the annual pantomime project to Duffryn Residents & Tenants Association (DRATA) Tenancy Support team have delivered: l 504 referrals to provide help and advice on financial matters l Free money health checks for our residents l Assistance to residents in claiming over £18k in backdated Housing Benefit payments l 486 referrals for free debt advice, provided by ‘Moneysaviour’. Community Safety team together with the Neighbourhoods team and our residents continue to achieve success in resolving anti-social behaviour (ASB) issues and creating safer communities. Over the last year we have: l employed 42 new members of staff, 57% of which live in Newport as well as many other jobs in Newport being supported by NCH buying services locally l created trade apprenticeships, and currently employ 42 apprentices in total

www.newportcityhomes.com


Spring 2013 l l

created 12 Academy placements for the young and unemployed in the city facilitated 20 work experience and training opportunities to young people from communities across Newport.

Chris England, Chair of the Board said: “I recall, in March 2009, being in the Civic Centre with David Taylor (our Vice Chair), Peter Cahill (our Chief Executive) and a number of our lawyers along with Members, officers and advisors of the Local Authority and thinking we are going to improve significantly the lives of the ex-council tenants and at the same time make a major contribution to our city. “That was scary but now, four years on, I am proud to be involved. We have made changes for the better although I acknowledge, for a small number of our tenants, it has not been a great experience and I apologise for that. “We have a number of large tasks to complete, such as improvements to the three tower blocks, Pill and many others, but it’s no longer scary! “Here’s to the next four years!” Look out for our 2012/13 Annual Review that will detail achievements to date, our performance in comparison to other providers of housing and our plans for the future. Newport City Homes Housing Association Limited

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Spring 2013

Housing Services Changes In the spring we will be changing the way your housing service is delivered.

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n the first three years following stock transfer, housing services have been largely focused on delivering the Offer Document promises that were made prior to transfer. Progress of these have been reported in previous editions and in our Annual Review. 8

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Since March 2009, residents have had greater input into the way services have been designed and delivered and 12 months ago we began working with residents to review the way some of the key housing services are delivered.


Spring 2013 Residents told us there was a need for: more clarity on who does what l better access to specialist teams l more accountability l increased resident confidence that we will deliver l a rethink as to how neighbourhood services are delivered l local services to reflect local need. In the last 12 months we have continued to talk to you at a range of engagement forums and in spring 2013 we will launch the new Housing and Regeneration Service. l

This will feature eight distinct service delivery teams as follows: With a focus on the individual: l Lettings Service l Tenancy Management Service l Income Service l Supported Housing Service l Home Ownership Service. With a focus on the community: l Neighbourhood Service l Community Involvement l Regeneration Service.

Newport City Homes Housing Association Limited

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Spring 2013 In line with many of our partners across the city, we will also be operating within geographical areas, or ‘clusters’. This mirrors arrangements within Communities First and is similar to arrangements for the Police Authority, Health Board and the City Council. We anticipate this will lead to improved partnership working across the city when tackling issues such as antisocial behaviour or regeneration initiatives. We will continue to operate from our Central Office at Nexus House. Both the East and West Area Offices will remain open, from which we will operate specialised housing advice surgeries at dedicated times. We are also working closely with partners in Alway and Duffryn to consider future service delivery in each of these locations. In addition, a dedicated Customer Service team will be in place to 24 10

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With the next edition of Bridge Brief, we will publish full contact details for the teams. ensure that your face to face enquiries will be dealt with at the point of contact on a ‘right first time’ basis. We are currently putting the teams in place and ensuring that we have the right people with the right skills in this new structure. With the next edition of Bridge Brief, we will publish full contact details for the teams. To complement this review,


Spring 2013 we aim to make the best use of our ‘Getting to Know You’ information. You may have recently completed a questionnaire giving details of your household which will allow us to tailor services to better suit your needs. If you haven’t already completed

this questionnaire, please contact us to make arrangements to do so. This can be completed over the telephone or at a home visit to suit you.

A resident’s view: “In today’s life we face change every day and for residents there are more changes ahead. Many of these will be as a direct result of the input from involved residents seeking better services to improve our day to day living. NCH is a resident orientated organisation and as such residents play their part in shaping its future for all of us. We have worked with our partners, staff and Board,

for the past four years and the time has come to review where we are now and where we want to be in the future. NCH has consulted with residents through the Citywide Panel and other involvement panels and I approve of the changes they are making as part of the Common Purpose Review. I ask that you give them a chance to start working for you.” Alan Cohen Duffryn resident

Newport City Homes Housing Association Limited

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Spring 2013

Old Barn Group pulls off a Christmas cracker! T he 15 December saw the first event organised and facilitated by the Old Barn Residents’ Group.

Visitors were treated to a visit to Santa’s grotto where the elves and falling snow-flakes had the children in fits of laughter. Hair spraying by Marie the elf, and the arts & crafts/tree decorating and a bran-tub, organised by Lisa the elf, kept everyone busy, while ‘Friends of Brecon Park’ supplied music and karaoke to put visitors in a festive mood. Local children sang fantastic songs and Deb the elf gave a lovely rendition of ‘Walking in a Winter Wonderland’. There may well be a few budding singers on the Old Barn judging by those who sang along! 24 12

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The Beaufort Centre provided the use of their BBQ and chef, Cheryl the elf, who cooked up a veritable feast for all. £168 was raised and the group will use this to organise their next event. Keep a look out for information about the group’s future events.


Spring 2013

Resident Conference taking up the challenge! I n December, 50 residents and staff got together for the second Residents’ Conference. They spent two days considering the challenges facing residents and the organisation in the coming year.

Following on from the success of the first conference, where residents contributed to our annual performance priorities, this event focused on what had been achieved during 2012 and the challenges ahead. Residents received a full briefing on Welfare Reform and worked together to suggest ways in which we can support and inform residents through any difficulties they might experience due to these changes. It wasn’t all work though. The conference was a fantastic opportunity for residents to get to know others from across the

city and build stronger relationships with members of staff. Holding the conference away from Nexus House was really worthwhile, as it meant everyone could relax and enjoy the event in a different environment and comfortable surroundings. Our residents’ views are really important to us. If you would like to find out more about how you can get involved in helping us improve the services you receive, please contact the Community Involvement team on (01633) 227752.

Newport City Homes Housing Association Limited

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Spring 2013

A real life story... With the forthcoming Welfare Reform changes and particularly the so called ‘Bedroom Tax’, we speak to Graham, a NCH resident.

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raham has recently moved to downsize from a three to a one bedroomed property in order to avoid the implications of changes due to come into force in April 2013.

Graham had lived in a three bedroom property for 23 years. He was aware of rumours about a ‘Bedroom Tax’ that was to be introduced. He contacted us to discuss the options available to him and we made him aware of the support and advice available should he wish to downsize to a property more suited to his needs. At first, he was reluctant to move away from his family 24 14

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home, but after speaking to us he understood the support he could receive and the financial benefits of downsizing. Graham told us “At first I didn’t really believe that NCH could provide the help and advice they were saying they could. Landlords always provide help when moving in, but never when moving out!” Fortunately, a property that Graham liked became available which he was offered. We were able to offer him the relevant support and advice with regards to his move. We met Graham six weeks on


Spring 2013

from his move and asked him how the move went and how he had settled in. “If I’m honest, it’s not been easy, luckily for me I didn’t have a lot of things to move but dealing with moving away from your home of many years was difficult. However, on the positive side, my disposable income has doubled as my rent and utility bills are cheaper. My only worry now is the additional charges I’ll be expected to pay for council tax*, which is

another benefit change being introduced that will affect everyone.” *The Welsh Government has now decided it can meet the costs of the council tax benefit for the 2013/14 year, and this will not need to be paid by those claiming benefits.

Newport City Homes Housing Association Limited

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Spring 2013 We asked Graham what advice he would give to anybody living in a home too big for their needs. “Don’t be afraid about making the change, go for it! There is help available from your landlord. Phone NCH and ask to speak to the Welfare Reform team who can come and see you and talk to you about the options available and what help they can give you.” The Welfare Reform team has helped a number of people in similar circumstances. Simon Dawson, Welfare Reform Officer, told us: “We know from our records that over 350 households are under occupying by two or more bedrooms, so stand to lose 25% of their housing benefit entitlement from April this year. A further 1,400 households are under 24 16

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occupying by one bedroom and will lose 14% of their entitlement. We have already made contact with a number of residents worried about these changes and who, like Graham, were grateful for the help and advice we were able to give to help them prepare for the forthcoming changes.” If you are worried about how you will be affected by the Welfare Reform changes, please ring the Welfare Reform team on (01633) 227785/227208 or Minicom (01633) 211672 or email welfare.reform@ newportcityhomes.com


Spring 2013

NCH + the Academy = Increased Employability!

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hen looking for a job, employers always seem to want you to have experience and qualifications. But what do you do if you don’t have either? In September last year we launched our ‘Academy’, a new initiative to assist residents and local people to access employment.

The Academy offers paid work experience placements to school leavers and unemployed people who have little or no qualifications and are having difficulty finding a job. We are committed to help people improve their employability by gaining work experience, learning new skills and possibly progressing onto a qualification. We currently have 11 Academy Trainees spread across the organisation in different

departments, from Housing and Regeneration to Finance and IT. David Abdullah, Academy Trainee said: “When I found out that my interview for the academy placement was successful, I was extremely happy to start and I am now part of the Corporate Office team. After the six month placement I hope that I am able to pursue a permanent position in Newport City Homes.” Are you looking for a job but don’t seem to be getting anywhere? Do you have any friends or family that need to gain experience before they can get a job? Well, maybe the Academy could be the answer for you. We are planning to recruit our next group of Academy trainees soon, so watch out for the adverts in local papers, community centres and on our website!

Newport City Homes Housing Association Limited

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Spring 2013

Bright ideas case study …part 3 After reading the case studies regarding Mrs A & Mrs B (who both received a substantial backdate in Housing Benefit) in previous editions, the Tenancy Support team were contacted by Mrs C of Somerton.

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rs C had made an application for Housing Benefit in August 2012 but was told that she did not qualify due to the income her adult daughter received along with the level of the nondependant charge taken. After reading Bridge Brief Mrs C contacted our Tenancy Support team for advice.

The Tenancy Support Officer contacted Newport City Council’s Housing/Council Tax Benefit department to query the decision made and, as a result, the claim was corrected. Mrs C was advised that she was in fact entitled to full Housing Benefit and now has nothing to pay towards her rent. As Mrs C is in receipt of Disability Living 24 18

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Allowance (care) the nondependant income should have been disregarded. Mrs C had her claim assessed again from August 2012 (the date she originally applied for Housing/Council Tax benefit) and she was found to have been underpaid by £1,296 Housing Benefit and £344 Council Tax. A backdated payment of £1,640 has now been made to Mrs C. If you have any queries regarding benefit claims, please contact our Tenancy Support team on (01633) 381111.


Spring 2013

Welfare Reform – update April 2013 Do you have a non-dependent adult child, family member or friend living with you?

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f yes, their income could affect the amount of Housing Benefit you receive. This is called a nondependent deduction. The higher their income, the greater the reduction in your Housing Benefit. If the benefit claimant and/or their partner receive the care component of Disability Living Allowance (DLA) or Attendance Allowance, the non-dependent charge does not apply. You must advise the Housing Benefit department if a charge is being taken and you and/or your partner receive DLA (care) or Attendance Allowance.

In April 2013 there will be a further increase in the charges taken. The table on the following page shows the deduction that will be taken off your Housing Benefit from April 2013. As you may be aware from the press and TV, there are further changes expected from Welfare Reform and we will continue to update you on these changes. For further information or advice please contact our Tenancy Support team on (01633) 381111.

Newport City Homes Housing Association Limited

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Spring 2013 The deduction that will be taken from your Housing Benefit as of April 2013 if you are a Newport City Homes resident. Non-dependant's circumstances

Housing Benefit nondependant deduction for NCH Tenants (wkly)

Under 18 years old Full-time students (except during summer vacation if in paid work – see charges taken based on gross income) In receipt of Pension Credit Aged 18 or over but under 25 and receiving Income Support or JSA (income based) Aged 25 or over and receiving Income Support or JSA (income based) Aged 18 or over and not receiving Income Support, JSA (income based) or Pension Credit and not in paid work and not a full time student Aged 18 or over and in paid work: gross income less than £124.00 Aged 18 or over and in paid work: gross income not less than £124.00 but less than £183.00 Aged 18 or over and in paid work: gross income not less than £183.00 but less than £238.00 Aged 18 or over and in paid work: gross income not less than £238.00 but less than £316.00 Aged 18 or over and in paid work: gross income not less than £316.00 but less than £394.00 Aged 18 or over and in paid work: gross income not less than £394.00

Nil

• Paid work = 16 hours a week or more

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Nil

Nil Nil £14.14 £14.14

£14.14 £32.50 £46.62 £73.01 £83.15 £91.26


Spring 2013

Leaseholder Panel UPDATE The Home Ownership team now holds open surgery sessions before all Leaseholder Panel meetings. These sessions provide leaseholders with an opportunity to discuss any individual matters with officers prior to the meeting. The next opportunity to attend is: Thursday 25th April at Nexus House Home Ownership Surgery - 5-6pm Leaseholder Panel Meeting - 6pm At the last Leaseholder Panel meeting there was a progress report on major works to leasehold properties as well as updates on specific matters

such as buildings insurance and the service charge review. The Panel is always looking for new members so if you would like to be involved in discussing issues that affect you as a leaseholder or to receive updates from the Panel please call Louise Anderson on (01633) 227757 or email homeownership@ newportcityhomes.com

Newport City Homes Housing Association Limited

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Spring 2013

Learning I Log – you said, we did We are committed to delivering a first class service to our residents every time, but there are times when we do not meet those expectations.

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f something goes wrong or the service received does not meet your expectations you have told us so we can put it right. We should learn from the experience and change the way we work so that mistakes are not repeated. Resident feedback is greatly valued and helps shape the way services are delivered and improved.

You said‌ One service area where your feedback and complaints helped us identify an activity requiring improvement was the time taken to answer your telephone calls to our 381111 number. We investigated and found that you were waiting too long for an answer at certain times during the week, especially at the start of the day. In many instances our residents were not prepared to wait and were hanging up and calling back at another time. Our performance figures during the year 12/13


Spring 2013 show that we received 104,000 calls, an average of 2,000 calls per week. Callers waited one minute and 21 seconds for the call to be answered, this sometimes rose to a wait of over four minutes on a Monday morning. In addition 11% of callers would give up waiting before the call was answered. It was clear that we needed to do something to resolve this.

looking for ways to improve the service. Our focus now is on getting it right first time, which means answering and effectively dealing with as many queries at the first point of contact as we can.”

What we did… Resident feedback helped us prioritise our resources and the changes put in place have seen the average time taken to answer calls reduce to eight seconds. The number of callers hanging-up before being answered has also reduced from 11% to 1%. Fay Gutteridge, Resident Service Centre Manager explains what will happen next: “We have made great progress in reducing the times our residents have to wait for us to answer calls and are still

Residents said… “...you are now much quicker to answer the telephone” resident of Greenwood. “…the service has improved so much, thank you” resident of Bettws. “Thanks for being more efficient” resident of Brecon Court.

Newport City Homes Housing Association Limited

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Spring 2013

Preparing for ‘Challenge’ As previously reported, we have been working closely with Linda Levin to develop our Resident Challenge Panel.

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he panel gives our residents the opportunity to review our services and suggest improvements. Residents attended briefings in November to find out more about what ‘Challenge’ means for them and the organisation. This was followed up by a workshop for those who had put their name forward to be involved in the panel and its terms of reference. 24

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Recruitment of the panel has recently been undertaken and 12 individuals appointed. Panel members will now undergo specific training before they begin carrying out their review of an NCH service area in the spring. Look out for the next edition of Bridge Brief, where we will introduce you to your Challenge Panel and update you on its progress.


Spring 2013

Resident Training For two years we have been providing free training opportunities to residents across the city.

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variety of courses have been on offer from face painting and nail art to decorating and gardening and, importantly, employment skills with Coleg Gwent. The training programme has offered choices of one day courses in: childcare, construction skills, hairdressing and business studies. In the last six months, two courses that have been very popular were: l ‘Introduction to Painting and Decorating’, which gave residents the skills and confidence to decorate their own home and; l ‘Applying for a job with NCH’, which helped residents understand the importance of the application form when applying for a job and

helped them to understand that life experience can be as important as work experience. Our fifth training brochure will be available at the end of March and will offer further opportunities for residents to improve their skills and learn new ones to benefit themselves, their home and their neighbourhoods. If you are interested in accessing free training the brochure can be viewed at www.newportcityhomes.com or available from our office reception areas. Alternatively, you can contact a member of the Community Involvement team on (01633) 227754 who will be happy to help.

Newport City Homes Housing Association Limited

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Spring 2013

Catching up with QIP The Quality Improvement Panel (QIP) meets on a monthly basis at Nexus House with a 60 minute pre-meeting surgery with Newport City Homes (NCH) staff to look at any issues which have arisen with the Welsh Housing Quality Standard (WHQS) works that are currently being undertaken.

Q

IP evolved from a group of residents that were in place prior to stock transfer and had worked with Newport City Council on the Local Housing Improvement Plan areas for the upgrading of homes in 2007/8. 24 26

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In March 2009, a staff and resident meeting agreed that it was important to have resident input and a hands-on approach to the forthcoming upgrade of homes to WHQS standards. Therefore, a panel of residents was created and


Spring 2013 named the Quality Improvement Panel (QIP). QIP immediately set to work creating its terms of reference, code of conduct and deciding on how it would operate and work with the team. No one envisaged reading contractor tender documents to be part of their role! The following are some of the things that the group has successfully achieved: l shortlisting, interviewing and attending mainstream contractor site visits l specifications of internal works, ie to kitchens/ bathrooms, windows, doors etc l resident inspection training l devised scripts for contractor Resident Liaison Officers to ensure residents’ needs are met l approved the DVD that every resident received prior to the work starting l regular site visits to residents

before, during and after work has taken place l feedback sessions with contractor Directors, Managers and Resident Liaison Officers l developed codes of conduct for both contractors and residents l monitored contractor performance using Key Performance Indicators (KPIs) l established a resident satisfaction survey form. The group continues to monitor the works taking place and will endeavour to prioritise residents' interests.

Newport City Homes Housing Association Limited

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Spring 2013

Investment T Programme UPDATE We are now approaching the final phases of our internal investment and works continue to make improvements to our residents’ homes.

he bulk of internal investment works (kitchens, bathrooms, re-wiring and boilers) are now complete. Those homes that we have not been able to obtain access to have now been included in a contract with Mi-Space, which commences in April 2013. To date, we have completed these internal works in over 6,900 homes across the city which are detailed below:

Internal Works Kitchen, bathroom, boiler and wiring replacements are currently taking place in l Ringland l Caerleon l Malpas l Bettws l Brynglas l Bryn Bevan l St Julian’s l Shaftsbury l Maindee l Beechwood l Bassaleg l Rhiwderyn.

Tower Blocks External wall cladding and insulation, replacement windows, kitchen, bathroom, heating and electrical 24 28

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Spring 2013 upgrades will start shortly in our three tower blocks across the city: l Greenwood l Hillview l Milton Court.

External wall insulation External wall insulation to our metal framed homes (known as BISF) are currently taking place in: l Malpas l Rogerstone and is due to finish at the end of March 2013.

Windows & Doors The main window and door replacement programme was completed at the end of October 2012. Additional window installations have now been added to the programme, which will commence in January 2013 in the following maisonette blocks:

l l l l

Mountbatten Close Hendre Farm Drive Cot Farm Circle Ringland Circle.

Future works A master plan exercise is currently being undertaken for Pill which will help NCH and the Resident Steering Group understand the extent of the works required to ensure homes and the environment meet the Welsh Housing Quality Standard (WHQS). Works to the external elements of homes, communal areas and surrounding environments will start in April/May 2013. The framework is currently being evaluated and the information gathered by our surveyors, Regeneration team and resident estate walkabouts will help inform what works are needed.

Newport City Homes Housing Association Limited

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Spring 2013

Marsha with Lynda, George, Sharon, Catherine & Carol

Jane with Lindsay Murphy

Who’s your November 2012 Our winner was Marsha Russell, Scheme Manager at Raglan Court. Marsha was nominated by the relatives of former residents of Raglan Court, Lynda Powell and George Roberts. However, when word got around that we were giving this award to Marsha other relatives of former residents wanted to come and thank her for all her hard work too! 24 30

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These included Sharon Collins and Catherine & Carole Day. Marsha was nominated for being a “dedicated, supportive, caring member of staff who goes beyond the call of duty”.

December 2012 Our winner was Jane Gould, Home Ownership Assistant, who was nominated for her “excellent customer service, passion for arrears management and dedication to


Spring 2013

Andrew with Lindsey Hayes

Martin with Pauline Wood

Hero?

Since our last edition we have received many nominations and made four awards.

promoting Duffryn metering”.

Pauline Wood for “going above and beyond” when helping residents. Well done to our winners!

January 2013 Our two winners were Andrew Lloyd, Energy and Compliance Manager. He was nominated by involved resident Lindsey Hayes for showing “genuine concern for the comfort and wellbeing of residents”. The other, Martin Fury, Neighbourhood Officer, was nominated by Duffryn resident

If you would like to nominate a resident or staff member as your hero, nomination forms are available from our Nexus House reception area. Alternatively you can contact the Communications team or email: enquiries@newportcity homes.com

Newport City Homes Housing Association Limited

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Spring 2013

Getting to know what you think – an update The views of our residents are very important in shaping the way in which our services are provided.

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our views on how we are doing will help us identify opportunities for improving the way in which we prioritise our work to deliver excellent value for money services. Our ‘Getting to know what you think’ satisfaction survey was undertaken during the latter part of 2012. The data is currently being analysed and results will be published on our website and in the next edition of Bridge Brief. Thank you for taking the time to complete the survey. 32

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"

! getting wh at to kn ow th inkyo u Your views are very im po us, please take the tim rtant to e to tell us what you think the question by completing naire and returning in the envel it op alternativel e provided, y, the survey you can complete on http://goo.g line at: l/QJaT9 usi unique ref ng your erence nu mber below

If you hav e any quest ions or qu about the eries sur our helplin vey you can contac t e on 0800 358 0337 .

Please read the followi instruction ng s carefully be answering the questio fore ns: The

questionna ire should completed by the reside be address or nt at this on behalf of the reside Please use nt. blue or bla ck ink & ma your answe rk r with a cro ss in each Completely box “colour in” any boxes crossed in error. Only write in answers when reques please prin ted, t clearly and do outside the boxes provid not write ed Please return the questio in the prepai nnaire d envelope 3rd Decem by ber. Please che ck that you have answe all the que red stions that apply to you .

"

www.newp ortcityho mes.com

" "

1

City d by Newport services provide l as in shaping the urhood as wel very important e and neighbo of our Your views are g in your hom rt livin hea of s the at nce erie st be us and Homes. Your exp receiving services from us mu developed by of has been jointly your experience questionnaire activities. This with you. improvement lts will be shared resu the and our residents s, ning to your view mitment to liste As part of our com survey to find out how satisfied out a landlord. The we are carrying your as nce performa d you are with our le us to understan provide will enab we information you the areas where doing well and the things we are important We will use this ove. will impr and to need activities help prioritise our information to ress made. you on the prog ed in report back to and will be treat be anonymous Your answers will be possible to not will idence. It All the strictest conf in the findings. idual addresses to help used be identify any indiv only securely and will data will be held provided. our services are the shape the way to us, please take very important Your views are completing the by k thin t you envelope time to tell us wha returning it in the survey the plete questionnaire and com ely, you can provided, alternativ g your unique o.gl/QJaT9 usin online at: http://go above reference number

m tcityhomes.co www.newpor

g whathit nkyou gettinw to kno Peter Cahill e Chief Executiv Alan Cohen Chairperson, l Citywide Pane Homes, Newport City Nexus House, Central Office, 0 2DW Newport, NP2 Mission Court,

 
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