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ISSUE 14 | SUMMER 2012

National award for tackling anti-social behaviour Gedling Homes has received national praise for our work in fighting anti-social behaviour in local communities. We’ve been awarded accreditation by HouseMark – a leading body that ensures social housing providers are delivering quality services for tenants. The seal of approval means the Gedling Homes service is now nationally accredited, a standard that is only reached by housing providers that are performing at the highest level.

Phone service proves a real Lifeline... and a money earner!

Joyous Joan Making of Arnold is celebrating after being named as the winner of our recent Lifeline questionnaire and picking up high street shopping vouchers as her prize.

The accreditation was awarded after a full review of the service including interviews with staff, tenants and Board members. Our links with local schools and community funding projects were highlighted by assessors as being areas of excellence. Continued on page 8. Joan has had her Lifeline telephone system in her home for 20 years and has found it invaluable over the past two decades. The 92-year-old says she has used it on many occasions and has always had a fantastic response each time.

SUMMER HOLIDAY PROGRAMME

• Great Homes • Great Neighbourhoods • Great People •

IM PO W RTA EL N N FA T IN EW R E FO S IN LE RE RM SI T FO A DE TE R TI R M ON

INSIDE

Continued on page 2


Phone service proves a real Lifeline and a money earner! Continued from front page...

A Lifeline is a telephone system that can be used to call for help in the event of an emergency. This helps people to retain their independence and stay in their own home. The telephone system is not confined to Gedling Homes tenants, and can be fitted for owner occupiers and those living in private rented homes anywhere within the borough. The Lifeline is linked to the Nottingham On Call Response Centre. All that is required to have a lifeline installation is a telephone landline which is close to an electric plug socket. There is a weekly charge of £3.51 for the service which is billed each quarter at £45.59. If you are interested in having a Lifeline fitted or know of someone who would benefit, then please call our Gedling Homes Service Co-ordinator Team on 0115 905 1515. So congratulations again Joan on your Lifeline survey win and congratulations also on your garden – shown in the picture here – it looks fantastic!

Residents are puzzling it out Nimble-fingered Bramble Court tenant Irene Barker has set a trend for jigsaws, with her hobby being taken up by friends at the court. Irene used to work on the puzzles in her own flat, before branching out and encouraging other tenants to join in the fun past-time in the communal room. They are all greatly enjoying picking up the pieces and joining in the jigsaw challenge!

Join the reporting team Every year Gedling Homes produces an Annual Report which reflects on our achievements and challenges over the previous 12 months and sets out plans for the next financial year. Our next report is due in September GEDLING and we’re on the lookout for tenants to get involved in the HOMES 2011 rt po Re ss re process of helping produce the report over the summer. Prog Gedling Homes ing? do e w e ar How If you’d like to help, please call the Gedling Homes Customer Experience Team on 0115 905 1515 or email tenantinvolvement@gedlinghomes.co.uk

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ISSUE 14 | SUMMER 2012

Train to gain with Gedling Homes Did you know that Gedling Homes offers FREE training courses to our tenants? Do you want to benefit from learning new skills and get the chance to meet new people? We offer a range of free courses from basic IT to painting lessons. Pictured here is an arts and craft card making workshop that took place earlier this year at Arnold Library. Elsewhere, we have also recently held energy efficiency training, delivered in partnership by one of our contractors, Frank Haslam Milan, as well as a number of other courses. In the last edition a survey was included resulting in many tenants responding with requests for a variety of training opportunities. If you haven’t completed yours yet, there is still time to send it in. To find out more, call the Gedling Homes Customer Experience Team on 0115 905 1515 or email tenantinvolvement@gedlinghomes.co.uk

Cheque this out!

Gedling Homes has set aside some specific funds, known as the Community Chest, to be used for community projects to help improve the area you live in. Among the latest groups to benefit from our cash giveaways are a local Gedling Scout and Guide Group which has been able to install new gates at the front of their Scout and Guide Hut.The gates will make the area safe and secure for outdoor activities, and help to keep their outdoor equipment safe from theft and vandalism.

More than 100 youngsters from across Gedling, Carlton and Mapperley use the facility each week, with ages ranging from five to 20-year-olds. Local councillors also helped fund the scheme and presented their cheque to the group on the same evening. Elsewhere, the Community Chest has helped tenants at Seagrave Court, stock their hobby room with new craft materials and provided funding for Community Projects in Newstead Village. If you have a great idea which will improve the community then get in touch with us. Applications, up to a maximum of ÂŁ5,000, are available via our website or can be requested from the Gedling Homes Customer Experience Team on 0115 905 1515.

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We’re setting the standard

A team of Tenant Inspectors has said that Gedling Homes is well on track to delivering our ‘Local Offers’.

Local Offers are a set of standards agreed with tenant representatives that show how we aim to improve the services we deliver.

ISSUE 9 | SPRING 2011

Anti-Social Behaviour

They were launched in April 2011 and now after a year in operation, the Gedling Local Offers (GLO) team has reported that we have met 18 out of the 20 targets.

‘local offers’ or commitWe’ve established 20 s tenants ments about the standard services. can expect from our Here they are in full: Offer 1

Offer 2

We are pleased to see the progress made in partnership with tenants and are very grateful to all who have volunteered to carry out the review.

Offer 3

Offer 4 Offer 5

The only areas of concern were in relation to Local Offer 11 & Local Offer 15.

Offer 6

Offer 7

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The performance against Local Offer 11 had dropped from ‘Offer Met’ to ‘Offer in Progress’. This offer is in relation to visiting tenants once a week during investment works. This was because only anecdotal evidence was offered at the meeting. The GLO Team therefore felt they could not say this offer had been met, so it was awarded ‘Offer in Progress’ status. The other Local Offer judged not to have been fully met related to providing a range of decorating options for tenants at tenancy sign-up. The team saw progress but felt the decorating scheme had not been rolled out enough and needed more work. Other recommendations from the review team included keeping our website more up-to-date, providing greater publicity for our work in tackling anti-social behaviour, and highlighting more prominently the details of the designated investigating officer when a complaint is raised.

Offer 9

Choice Customer Service and

with us we will: If you raise a complaint days ent within five working offer you a personal appointm involves different a. officer even if your complaint give you one designated b. departments is open to us a week whilst the complaint once you to improve our contact c. to ensure we use your feedback establish a tenant group d. complaints process

We will ensure that there telephone calls.

areas on a anti social behaviour hotspot We will identify and inspect outside of normal out one annual inspection monthly basis. We will carry office hours. behaviour complaint updates on any anti social We will give you weekly that you make to us. perpetrators of that we have taken against We will publicise actions . serious anti social behaviour Quality of Accommodation

Offer 8

is always one member

per team available to answer

Empowerment Tenant Involvement and

by: around our tenant events We will improve our publicity run notice for all events we within two weeks giving at least one week’s a. tenants about what happened providing feedback to our b. r and in a of an event newslette our in on our website, publicising all our events c. Voices Tenant on tenants monthly mailshot to to be our services enabling you influence to ways of We will offer a range including taking our services a method which suits you, in and time a at involved out into our communities. the Gedling Homes Customer opportunities, through We will provide training interest. an any customer who expresses Training Programme, to ent Neighbourhood Managem nce services that we of the grounds maintena We will improve the quality on with tenants. hoods through consultati provide in your neighbour Local Area Co-operation and other partner agencies relations with the police We will establish strong tackle anti social hood management and that help us to deliver neighbour we do to raise awareness of our partnership the work behaviour and publicise

Offer 10

receiving work whose properties are currently We will ensure all tenants basis to address any e are visited on weekly in our investment programm issues they may have. at tenancy sign tenants for options n of decoratio We will provide a range

Offer 11 Offer 12

up.

t programme one year We will publicise our investmen

Offer 13

Offer 14 Offer 15

Offer 16

Offer 17 Offer 18

Offer 19

Offer 20

of you contacting us when supply within 24 hours We will uncap your gas properties. you move into one of our son service. We will develop a handyper time, using the of repairs we get right first We will improve the number agreed with tenants. definition of right first time that our properties Inspector scheme to ensure We will use our Tenant meet our Lettable Standard. We will ensure the priority type of repair.

of a repair reflects your

need as well as the

Supported Housing

by changes in the support to tenants affected We will provide additional welfare benefits system. Gedling Homes cation you receive from We will ensure that all communi ts documen point 14 font size, making 13 is sent in a minimum of easier to read.

working.

Following an earlier interim review after six months, the team suggested that further reviews needed to take place on an annual basis. A tenant representative on the review team said: “It’s a great credit to Gedling Homes that they have met the vast majority of the Local Offers, and by doing so, tenants will be experiencing improved services. There is more work to be done though, to complete the Local Offer relating to decorating, and to implement the recommendations from our recent review.” If you would like more information on how the GLO team has been monitoring these offers, or would like to be involved in monitoring please contact the GLO team at gloteam@gedlinghomes.co.uk or via the Gedling Homes Customer Experience Team on 0115 905 1515.

The table below shows the performance of the local offers at the November 2011 meeting and the May 2012 meeting.

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in advance.

Repairs

November 2011

May 2012

Offer met

19

18

Offer in progress

1

2

Offer not met

0

0

Offer not tested

0

0


ISSUE 14 | SUMMER 2012

Street Talk with Joanna Watson Street Talk with Joanna Watson Modern Apprentice and tenant Sue Munt. How long have you been with Gedling Homes and what does a Modern Apprentice do? I started work with Gedling Homes after finishing the sixth form. I have been employed now for nine months and my apprenticeship runs for three years. Alongside my work I am also doing a college course which once completed will give me a level two in business and administration.

The role gives me lots of new challenges all of which helps me to deliver a good service to Gedling Homes customers. I also occasionally get to go out with the Neighbourhood Management Officers which I find particularly interesting. What team are you joining next? I will be moving onto the Revenues Team, which I am really looking forward to as it will open up a whole new area of the business for me to learn about.

What’s your idea of a good night out? Pre drinks at home, meeting my friends and then going on to my favourite club Rock City. Who would be your ideal date be with? That’s easy the England team goal keeper Joe Hart. What three words would you use to describe yourself? Caring, sociable and happy

What is your favourite holiday destination? Florida, because I have such a wonderful memory of going there as a child when I was 10 What team have you been What do you find most years old for my birthday. I working in since you joined interesting about your role? couldn’t afford to go there at Gedling Homes? That each day brings all sorts the moment, but would love to I have been in the Tenancy return when I can sometime of different challenges, and in the future. issues to deal with, which Services team where I will makes the role always fresh remain until August, after Where do you see yourself in that I will be moving on to the and interesting. I wouldn’t like ten years time? to be doing the same things Revenues Team. every day, so this role suits my Hopefully with qualifications, a full time job and a better car personality. than the one I have to use How does your role help the now. people of Gedling? Outside of work what are I deal with general your interests? What is your favourite film? I love swimming and I am a administration and queries Because I like to laugh and member of the Carlton Forum find the funny side of things I which has enabled me to Swimming team which meets like films such as American develop new skills and has four times a week, so that Pie, or things like Bridget given me a greater insight into keeps me busy. Jones. how the business operates.

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What do you think of us? A research company called ‘Explain’ will be telephoning a sample of our tenants over the coming weeks, asking for their views on Gedling Homes. Tenants will be contacted between July 23 and August 31. Those who are telephoned will be asked to answer a questionnaire which will take approximately 15 minutes, and by providing their details will be entered into a prize draw to win £150 worth of supermarket shopping vouchers. The annual STAR Survey is really valuable to us - it helps us to review our services, finding out what is working well for customers, and what we can improve on. We are also able to benchmark with other organisations, and compare our own results with previous years to see how things are changing and evolving. We asked for your views last year and here are some of the things we’ve done as a result.

Yo u sa id “We’re re al ly busy an d do n’t of te n h av e th e ti me to w ri te a le tt er or ph one yo u w h en we h ave a quer y. Is th ere an ot h er way w e ca n ge t in to uch? ” We did Yo u ca n n ow co n ta ct us qu ic k ly an d ea si ly th ro ugh ou r Lo ok in g Lo ca l T V se rv ic e. Th e si te ca n h elp yo u w it h a ra nge of th ings w h et h er yo u wan t to gi ve us some fe ed back , re qu es t a re pa ir, or k ee p up -t o- date w it h al l ou r late st news an d lo ok ou t fo r face bo ok an d t w it te r se rv ic es com ing so on . Yo u sa id en ts to th e ou ts ide “We’d lik e to se e im provem of ou r homes .” We did rn al wor ks We have st arte d ou r ex te more th an 900 prog ramme an d im proved ar of th is prog ramme. prop ertie s in th e fi rs t ye

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Yo u sa id r commun al area s “We wan t to se e ou te r.” le ss rubbish an d lit h it w , er di ti g in ok lo We did ou r G ed ling St re et We h ave ex pa n de d gi ve us a greate r Warde n s se rv ic e to r neighbo ur h oo ds . pres en ce w it hi n ou You said “We’d like to be con sul ted mo re by usi ng the pho ne.” We did We have exp an ded our Ten an t Voices ini tiative to inc lude mo re teleph one sur veys wi th our inv olved ten an ts.

a n t i-s o c ia l Yo u s a id g n li k c a t me s “G e d li ng H o t o p p r io r it y f o r us .” is a b e h av io u r n t i-s o c ia l a le k id c d a t e e W w p ro ve d h o w g a w it ne s s im e v a h e W t in y im p le me n b r u io v a h be t p a c k ag e . n e m s s e s s s u pp o r t a


ISSUE 14 | SUMMER 2012

Poetry corner

Here is a poem that tenant Anne Parten saw featured in an Age UK newsletter. We

think it’s word perfect and think you’ll like it too. If you’ve got a favourite poem, or

anything else for that matter, such as a great recipe, top tip or favourite holiday

spot, let us know by contacting the Gedling Homes Customer Experience Team on 0115 905 1515 or email tenantinvolvement@gedlinghomes.co.uk and we’ll see if we can find a space in the next newsletter.

You never will be old with a twinkle in your eye with springtime in your heart as you watch the winter fly. You never will be old while you have a smile to share while you wonder at mankind and you have the time to care. While there’s magic in your world and a special dream to hold while you still can laugh at life, you never will be old.

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Summer Holiday Programme

Gedling Homes and Gedling Borough Council are working together to offer some free sports and fun opportunities for young people across the borough to join in with during the summer holiday period. Mark Vasey, Tenancy Services Manager said ‘This is a great opportunity for our tenants children to get involved with some free activities during the long summer holiday. It also demonstrates commitment from us and our partners at Gedling Borough Council to provide diversionary activities for young people.’

Queens Bowers Recreation Ground - Arnold

Football Camp Date 23rd, 24th, 25th and 26th July Times 10am till 12pm (4 to 11 years olds) 1pm till 3pm (11 to 16 years olds)

Newstead School Sports Camp

(Multi sports including football, Kwik cricket, uni hoc, tag rugby and rounders)

Date 23rd, 24th, 25th and 26th July Times 10am till 12pm (4 to 11 years olds) 1pm till 3pm (11 to 16 years olds) Circus Skills Workshop Date 26th July Times 10am -12pm (4 to 11 years olds)

At the Loco Centre - Netherfield Sports Camp

(Multi sports including football, Kwik cricket, uni hoc, tag rugby and rounders)

Date 30th 31st July & 1st & 2nd August Times 10am till 12pm (4 to 11 years olds) 1pm till 3pm (11 to 16 years olds) Circus Skills Workshop Date 31st July Times 1pm till 3pm (11 to 16 years olds)

ALL FREE!

To book or for any other queries regarding these activities please contact Gedling Borough Leisure Services on 0115 9013714

National award for tackling anti-social behaviour Continued from front page... Lynn Clayton, Gedling Homes’ managing director, said: “This has been both very rewarding and challenging for staff and tenants but it is a fantastic achievement which reflects the great work we’re doing with partners and customers.

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“It shows our commitment in providing excellent services and continuous improvement in tackling anti-social behaviour to ensure our neighbourhoods are places where people want to live.”


ISSUE 14 | SUMMER 2012

Safety message for school ‘Frank’ – the mascot from our partner contractor Frank Haslam Milan – made a surprise appearance at Westdale School to deliver a health and safety message.

As part of the assembly, supported by FHM and Gedling Homes, a health and safety video was shown which highlighted the dangers of a construction site. School children had an opportunity to dress up as a construction worker where they tried on personal protective equipment which included metal toe capped boots, high visibility jackets, hard helmets, ear protectors, goggles and gloves. A competition had been set for the children to design a health and safety poster and the winners each received a £10 book voucher and goodie bag. Frank was at the school to present the three winners with their prizes.

If you know of any schools within the Gedling area that would welcome a visit from Frank and the team, please contact Michelle Swanson, Customer Liaison Officer for the Investment Team, on 0115 905 1515.

Hearing the message that noise annoys Staff from Gedling Homes and Gedling Borough Council joined forces recently in Arnold Town centre to deliver an important message about noise nuisance.

Noise Action Week saw social housing landlords, local authorities and other organisations around the UK engaging their communities in order to raise awareness of issues around noise. The campaign received coverage in the local and national press, on TV and the radio.

Jackie Gill, Tenancy Enforcement Officer, said: “Noise nuisance is the most common type of antisocial behaviour complaint that Gedling Homes has to deal with. Anything that we and our partners can do to raise this issue with our tenants and the wider community will be of great value.” Some important things to remember that may help you and your neighbours get along are: •

• • •

Let your immediate neighbours know in advance if you’re having a party or doing anything noisy like putting up shelves Ensure that the noise finishes at a reasonable time Keep all noise levels to a minimum Remember that you are responsible for the behaviour of all guests to your home (whether they are invited or not).

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Warm welcome for new skate park Youngsters are riding high and enjoying the great facilities at the new Burton Road play area and skate park which has been part funded by Gedling Homes. The official opening day included bouncy castles, jugglers, an extreme sports showcase and a number of information stalls featuring the partners that we work with. The park was declared open by the Mayoress of Gedling who cut the ceremonial ribbon. Mark Vasey, Tenancy Services Manager, said: “Gedling Homes contributed towards this as it demonstrates our commitment to offering youth diversionary activities. This helps to deter young people from getting involved in anti-social behaviour and to give them something positive to do in their spare time.”

Gedling Homes has recently reviewed our Hate Crime and Incident Policy – a document that guides staff as to how they should respond to instances of ‘hate crime’ and ‘hate incidents’. Hate incidents are where people are targeted by hatred, bias or prejudice, based upon their actual or perceived race, religion, sexual orientation, gender or gender reassignment, disability or their age. For example, it may be that a person is targeted because they are gay.

Mark Vasey, Tenancy Services Manager, said: “Gedling Homes treats anti-social behaviour of this type very seriously. I would like to thank the tenants who took part in reviewing this area of our service for all their hard work and I hope this sends a message out to all tenants that if they face any prejudice we will deal with it swiftly and effectively.”

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Mary Callender, a Gedling Homes tenant involved in the policy review, said: “I was pleased to be part of this review and I hope that any tenants of Gedling Homes who face instances of hate crime feel re-assured and confident to report it to staff.”


ISSUE 14 | SUMMER 2012

Gas servicing is vital to maintain safe homes In the past year Gedling Homes provided 2452 gas services. However, during those 12 months, we had two customers who refused us access to undertake this vital, potentially life-saving service. This eventually led to them losing their homes and having to pay ÂŁ425 each towards court costs. Please remember that gas services are free and that carbon monoxide is a silent killer, so this service could save your life.

Hedging their bets for success

Following the successful completion of a pilot scheme to repair insecure hedgerows as part of the External Improvement Programme, Gedling Homes will no longer be replacing established hedgerows with fencing when only a small bit of the hedge is damaged.

Richard Dickinson, Project Manager for Bullock Construction, and Danny Wyer, Project Surveyor for Gedling Homes, have introduced a new environmentally friendly way of repairing hedges. This is also good news for tenants as the savings made can be reinvested into other services for residents. The hedgerow repair scheme involves planting new plants in gaps in the hedge. These are temporarily secured in the gaps while growing, by weaving willow and chestnut pales into the existing hedging to create a natural barrier.

As part of the programme, the contractor will also return to water and tend to the newly planted hedge plants to ensure their establishment. Yvonne Costello, who lives on Coningswath Road where a hedgerow repair has been completed, said: “I am really happy with the repair work that has been done and even more so that the work is environmentally friendly.�

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Great response to DIY help scheme Our fantastic Hands 4 Hire scheme has been a massive success - with 27 jobs undertaken and more than £800 raised in revenue so far. The scheme can help you with those small jobs around the home that Gedling Homes is not responsible for. This includes small decorating jobs, flat pack furniture, putting up blinds, removing rubbish, lock changes and installing key safes. This scheme provides excellent customer service at £17 per hour, based on a quote for the works being carried out. You need to have a clear rent account to access this service. All operatives have been CRB checked and work directly for Gedling Homes. Unfortunately the Hands 4 Hire scheme cannot provide any electrical related works or roofing works.

Landmark celebrations for contractors Gedling Homes and T&S Heating are pictured celebrating their 2,000th heating install, at Kilnbrook Avenue with tenant Josephine Hirst. Josephine received a big bunch of flowers and chocolates to mark the event and said: “It’s been a pleasure to be involved with the celebration and I thank T&S Heating and Gedling Homes for the new heating system I have received.” Elsewhere, Bullock has recently completed its 500th external works with a project on Coningswath Road. Resident Yvonne Costello sent a thank you letter saying: “Thanks to Gedling Homes for the improvements to my home. My driveway is great and my new roof makes a difference to the look. Everything I wanted doing has been done.” 12


ISSUE 14 | SUMMER 2012

New look for Moyra House Exciting changes are in store at Moyra House which is undergoing a range of improvements. The building work began in June and is expected to take 12 months to complete. If you have any questions about the work, please contact Paddison Construction’s Tenant Liaison Officer, Esther Franck, on 07772 731 925 or 01926 452 237, Monday to Friday. She will also be running a residents’ surgery every Thursday between 10am and 12 noon. A Project Information Board will also be situated in the communal lounge with regular updates. Paddison Construction are making contact with all residents to arrange an appointment to visit them to discuss the extent of the works that will be undertaken and personal choices for kitchens and bathrooms.

Sheltered Properties To Let In Gedling Borough

Do you want to move closer to family or do you want your loved ones closer to you? Do you want peace of mind, comfort, and independence? Would you like the support of a mobile warden and an emergency call system? Do you want the security of living in a sheltered complex?

If so we currently have a number of sheltered properties to let in Gedling Borough. These include Flats and Studio Apartments in Carlton, Mapperley, Netherfield, Burton Joyce and Calverton.

These properties are within well maintained grounds at quiet locations and benefits include direct access to local shops, doctors and other amenities. If you are over 60 or of a similar age on Disability Living Allowance, or know someone who is, and would like more information, please contact the Relets Team on 0115 9051515. Please note all applicants will be assessed for suitablilty.

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Job Position – Resident Liaison Officer 32 hours per week Location – Colwick Quays Business Park Closing date of application – 31st July 2012

Due to our continued success and rapid growth we are currently looking to recruit a Part time Resident Liaison Officer to join our team. The role will be responsible for providing a link between residents, contractors, client and call centre representing residents in all matters relating to repairs and maintenance. You will be responsible for resident liaison on behalf of Morrison and will work in conjunction with the call centre and the operations team to provide high calibre service delivery to clients and for increasing Morrison’s presence and involvement within the community, by developing schemes and programmes that will assist in the long term implementation of works. Other duties will involve the day to day administration, dealing with complaints, claims, reports and general office duties. Some flexibility of working hours may be required which may include evening meetings. The ideal candidate will have the following attributes: · Good experience in a customer service role, or similar · experience of housing and/or repairs and maintenance is desirable · Well developed verbal and written communication skills and the ability to work co-operatively with multi disciplined groups · Self motivated and enthusiastic · Team player but also comfortable working alone · A full driving licence HRGO, in partnership with Morrison will be dealing with all applications for the above position. If you are interested in applying then please send your CV to morrisoninternalrecruitment@hrgo.co.uk This is a fixed term contract till 31st March 2013 but with the possibility of it being extended beyond that date.

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ISSUE 14 | SUMMER 2012

Diamond couple celebrate their super 60! It’s not just the Queen who is celebrating a 60th anniversary this year – Woodborough couple David and June Bailey have been celebrating their landmark diamond wedding anniversary. David, a former miner, and wife June have been featured in News and Views before, thanks to June’s amazing fund-raising work and home-made baking for the Air Ambulance. Gedling Homes presented the happy couple with a bouquet of flowers – many congratulations!

COMPETITION WINNERS Pamela Weatherall The winner of the last newsletter’s wordsearch competition received £25.00 worth of high street vouchers

Lilly Rose The winner of the last newsletter’s colouring competition won £25.00 worth of Toys ‘R’ Us vouchers

Make your views known We want to hear from you on all aspects of being a Gedling Homes tenant – and you can pocket yourself a £100 prize for giving us your views! Gedling Homes runs Tenant Voices, a database of tenant information which helps us co-ordinate how people wish to be involved in our work, from attending meetings to commenting on documents or completing surveys. Every three months, new members who register with Tenant Voices are put into a draw to win £100 of high street gift vouchers. Our latest winner was Lydia Morley of Arnold. To register, please call 0115 905 1515 and ask to speak to the Gedling Homes Customer Experience Team.

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WORDSEARCH

T P S J P H L Y D Z N I C R R

You can win £25 in vouchers in our Jubilympics wordsearch. OLYMPICS DECATHLON MEDALS SWIMMING TRACK EVENTS JUBILEE QUEEN CELEBRATIONS DIAMOND Send completed entries to us and a winner will be picked from the correct entries received by Friday 17th August 2012 Return to: Wordsearch Competition, Gedling Homes, Gedling House, Wood Lane, Gedling, Nottingham NG4 4AD

G X C K P K G I Z Q T I Y Q S

Name: Address:

2 4

X D R C U H D A B N N Q B Y Y

6

T C I B H V Z H U F H Y I C K

R S U T O N Z E Z V X E F B P Z J S AM T A K E MM Y B I U

P N S B O E P A Z J C G I E V

V J G L G D L V L D E N E O UM N A P I E D M E N G F B T D

5 2

5

1

9

4

2

9

4

6

8

3 9

2

3

1

2

6

7

5

7

8

9

3

2

7

9

5 Name: Address: 16

A G WR A T N L X M E I F T A J U J K A O L A K SW P P L O

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Send completed entries to us and a winner will be picked from the correct entries received by Friday 17th August 2012 Return to: Sudoku Competition, Gedling Homes, Gedling House, Wood Lane, Gedling, Nottingham NG4 4AD

L N Z M V C L E B Q O U U U K A J H A T S MH A E L I S E O V MU D D Q V X V L G V I PM

Telephone:

SUDOKU You can win £25 in vouchers in our Sudoku.

H L E L O C P N E T A D C X C

Telephone:

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2

3

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ISSUE 14 | SUMMER 2012

How are we performing? We want to let you know how Gedling Homes is performing - the areas in which we are doing well and the areas where we need to improve. The chart is colour coded as follows: Green - We are achieving our target Amber - We are within 5% of our target Red - We are not achieving our target You asked us to measure

We We aim to achieve achieved

Responsive repairs works undertaken Right First Time

93%

95.3%

All responsive repairs completed on time

97%

96.9

Rent collection rate – rolling 12 month

99.8%

100.19

Re-let time - general needs and sheltered properties (excluding low demand)

25 days

19.7

Re-let time - general needs and sheltered properties (including low demand)

25 days

43.3

Customer satisfaction with responsive repairs

97%

94.8%

Customers satisfied with investment works

97%

98.9%

Customers satisfied with gas servicing

97%

98.7%

Customers reporting a complaint who were satisfied 80% with how we dealt with it

100%

Customers reporting an Anti-social behaviour who were satisfied with how we dealt with it

80%

77.7%

Customers satisfied with the condition of property when the property was let

85%

86.7%

How we are performing

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Sheltered scheme ‘walk and talk’ sessions We hold ‘walk and talk’ sessions at all of our sheltered schemes every three months. You can use these sessions to talk to your Neighbourhood Management Officer about any issues. While walking around your scheme, you can show us anything that you may wish to bring to our attention, for example, overgrown trees that are blocking out light from your home. Please come along and meet your Neighbourhood Management Officer and share your thoughts on your home.

Neighbourhood Management Officer Surgeries Our Neighbourhood Management Officers hold monthly surgeries on your estates. You can pop along and meet us and raise any concerns at any of the following venues:

Estate Inspections Our Neighbourhood Management Officers would like you to join them on their estate inspections. These inspections are used to look for issues such as overgrown gardens, graffiti or other issues of concern in your area that you may wish to bring to our attention. Tenants are invited to accompany us on these inspections as it is your opinion that counts. If you need any further information about the inspections, or to discuss the area being walked please contact the relevant Neighbourhood Management Officer for your area on their mobile telephone number below.

Tenant Involvement Our Customer Experience team hold a number of meetings to gather the views of our tenants in many key areas. All tenants are welcome to attend. If you would like more information about how you can get involved please contact a member of the Customer Experience team on 0115 9051515.

JULY WED 4TH WED 11TH SAT 14TH TUES 17TH WED 18TH THURS 19TH TUES 24TH

TUES 31ST 18

11am - Bramble Court - Karen Wright 10am - Bailey Court, Netherfield - Richard Quinn 11am - 3pm - Community Involvement Day - Gedling House 10am - Ernehale Court, Arnold - Malcolm Bullard 2pm - 4pm - Sheltered Service Review Group - St Andrews House 11am - Roe Hill, Woodborough - Naomi Davy 10am - Britannia Court, Netherfield - Richard Quinn 10am - Orchard Court, Carlton - Richard Quinn 11am - 1pm - The Ark, Wollaton Avenue, Gedling - Karen Wright 10am - St Albans Road - Meet in the car park on Furlong Street Malcolm Bullard 10am - 12pm - Service Improvement Panel - St Andrews House 2.30pm - 4pm - Repairs Experience Forum - Gedling House


ISSUE 14 | SUMMER 2012

AUGUST WED 1ST THURS 2ND MON 6TH WED 8TH FRI 10TH TUES 14TH WED 15TH

THURS 16TH WED 22ND TUES 28TH WED 29TH THURS 30TH

10am - 12pm - Equality & Diversity Forum - Gedling House 11am - 1pm - The St George Centre, Netherfield - Richard Quinn 10am - Lendrum Court, Burton Joyce - Naomi Davy 5pm - Bourne Mews, Netherfield - Meet outside block 1-11 - Richard Quinn 10am - Bailey Court, Netherfield - Richard Quinn 11am - Westmoore Court, Mapperley - Naomi Davy 9am - 12pm - The Civic Centre, Arnold - Naomi Davy 2pm - 4pm - Sheltered Service Review Group - St Andrews House 10am - Britannia Court, Netherfield - Richard Quinn 11am - 1pm - The Ark, Wollaton Avenue, Gedling - Karen Wright 5pm - Princess Close, Gedling - Meet in front car park area - Karen Wright 10am - Walton Court, Carlton - Richard Quinn 10.30am - St Andrews House, Mapperley - Naomi Davy 2pm - Seagrave Court, Arnold - Malcolm Bullard 10am - 12pm - Editional Panel - St Andrews House 10am - Coronation Walk, Gedling - Malcolm Bullard

SEPTEMBER TUES 4TH WED 5TH THURS 6TH FRI 7TH TUES 11TH WED 12TH WED 19TH

1.30pm - 3.30pm - Sheltered Housing Forum - Lendrum Court, Burton Joyce 5pm - Newstead VIllage - Meet outside Miners Welfare - Naomi Davy 11am - 1pm - The St George Centre, Netherfield - Richard Quinn 9am - 12pm - The Contact Centre, Arnold - Naomi Davy 2pm - 4pm - Sheltered Service Review Group - St Andrews House 10am - Bailey Court, Netherfield - Richard Quinn 10am - Britannia Court, Netherfield - Richard Quinn 11am - 1pm - The Ark, Wollaton Avenue, Gedling - Karen Wright 10am - 12pm - Equality & Diversity Forum - Gedling House

KEY BLUE - SHELTERED SCHEME WALK & TALK SESSIONS RED - NEIGHBOURHOOD MANAGEMENT OFFICER SURGERIES GREEN - ESTATE INSPECTIONS PURPLE - TENANT INVOLVEMENT

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This information is available in large print, audio and Braille. This information is from Gedling Homes. If you can tell us which language you speak, we will arrange for an interpreter. Or you can ask a friend or relative to phone us 0115 905 1515.

Chinese

Gujurati

Kurdish

Urdu

Polish

CONTACT US

By sending us an e-mail: General enquiries enquiries@gedlinghomes.co.uk Tenant Involvement tenantinvolvement@gedlinghomes.co.uk

By writing to us at: Gedling Homes, Gedling House, Wood Lane, Gedling, Nottingham. NG4 4AD In person: Please visit our Customer Contact Centre on the ground floor at: The Civic Centre, Arnot Hill Park, Nottingham, NG5 6LU The opening times are 9.00am to 5.00pm Monday to Thursday and 9.00am to 4.30pm on Friday By phone: 24/7 Repairs line 0300 0300 400 Rent Payments 0161 331 2224 20 IPB - News & Views Newsletter Dec 09.indd 16

Anti Social Behaviour (24 hours) 0808 145 6555 Lifeline Enquiries 0115 905 1515 For all other enquiries please ring 0115 9051515 and ask for the team you want to speak to.

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