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www.gedlinghomes.co.uk

ISSUE 12 | WINTER 2011

Season’s Greetings! A Merry Christmas and a Happy New Year to all our News and Views readers! Gedling Homes is celebrating the festive season in a number of ways this year including teaming up with our partner organisations again to sponsor Christmas trees and celebratory events across the borough. Joining us this year for the seasonal sponsorship of Christmas trees in Arnold, Netherfield and Carlton are our partner contractors Morrison, Frank Haslam Milan, Bullock and T&S Heating. This sponsorship is just one of the ways in which we can demonstrate our commitment to supporting our community. Lynn Clayton, Managing Director of Gedling Homes, said: “I would like to extend the season’s greetings to you and your families, and I hope that you all enjoy the holiday season. The staff of Gedling Homes would also like to wish everyone a Merry Christmas and a very Happy New Year.”

Great Homes • Great Neighbourhoods • Great People


Towards a first class phone service Gedling Homes and New Charter, our parent housing trust organisation, are aiming to improve our phone call answering service. We currently route many of our calls to New Charter’s base in Manchester to improve the efficiency of our service. We now want to further improve our response rates to your calls to provide a first class service. As part of the changes, you may well be asked for identification – details such as your name, address and date of birth. This is to ensure we are talking to the right person and to safeguard your data security. Thank you for your support in helping us with this.

“Make your voice heard” 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! Pictured below are our latest prize winners from Carlton. 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. To register, please call 0115 905 1515 and ask to speak to the Gedling Homes Customer Experience Team. 2


Watch out for our wonderful new website! Our website at www.gedlinghomes.co.uk contains a large amount of useful information about our services but now we want to make it much more user-friendly. We’ve been working behind the scenes for a while now on re-launching the site with a host of useful features. We consulted with customers who said they wanted: •

• • • •

A website which looked better, was up-to-date and easier to navigate To report a repair easily To find a home easily To pay rent online A personal login area

We are well on the way to a better, brighter website so keep a lookout for the new look in the weeks ahead.

Apply now for community cash Did you know that Gedling Homes runs a Community Chest scheme where local organisations can apply for much-needed funds? The application process is simple and many groups around the borough have already benefited from the initiative. Our latest Community Chest recipients include Gedling Play Forum, a registered charity delivering community play activities in the borough, which received £3000 to support their work with local families. Debz4coffee, a support group for children with special needs and their families, also received a cheque for £2000. These funds will help support social activities, trips out and a safe and secure environment for the children, along with a supportive social group for parents and carers. Tenants can also apply for funding for any physical works in your community that would transform communal parts, or a neglected piece of land, so if you have a great idea and would like to apply for Community Chest funding, please contact the Gedling Homes Customer Experience Team on 0115 905 1515. 3


National Welfare Action Week

In the last issue of News and Views we told you about how the Government’s Welfare Reform Bill could see a Universal Credit introduced as a single welfare payment for working age households, starting in 2013. The intention is that this payment, which will include Housing Benefit, will be paid directly to tenants. Tenants will then be responsible for managing their income and paying all their bills, including their rent to Gedling Homes.

We think that if you receive Housing Benefit then direct payment to Gedling Homes is the most convenient way for you to pay your rent. The single Universal Credit will make it harder for some to manage their incomes and potentially increase the risk of personal debts, including rent arrears. As such, we joined in a Welfare Action Week organised by the National Housing Federation and held a number of recent local events to raise awareness of the proposed changes to how benefit payments will be made and encouraged tenants to say “no” to the legislation.

Lynn Clayton, Managing Director at Gedling Homes said: “These changes are set to hit those people who rely on benefits the hardest and we are very concerned about how our tenants will be affected.”

Christmas hamper quiz shows how far your money can go

Gedling Homes Revenues Team manned a stall at Arnold Market on Wednesday 12th October between 4 and 8pm.

We ran a hamper competition and asked people to guess how much we paid for the goods in the hamper when purchased from a local supermarket. The closest guess won the contents of the hamper. We showed people that if the hamper had been purchased from a Christmas hamper supplier by paying £1.70 for 45 weeks then it would have cost £76.50.

The actual price of the goods was only £23.01. This is a difference of £53.49.

Just think what you could spend that extra money on! If you had paid your £1.70 for the 45 weeks into a Credit Union account then not only would you have £76.50 to spend on shopping at Christmas but would have access to all the services run by Nottingham Credit Union.

For more information about the Credit Union please contact 0115 8283121 or email info@nottinghamcu.co.uk or visit them at 69 Maid Marian Way. 4


Street Talk with Kim Surgey Street Talk with tenant Pauline Ellis and Kim Surgey, Customer Service Scheduler for Repairs. Can you tell me a little bit about yourself and what you did before joining Gedling Homes? Before working at Gedling Homes I worked for NatWest as a Private Banking Adviser but the job was moved to Manchester and I was made redundant. I have worked for Gedling Homes for a year and I already feel settled and part of the team. I am married with twin daughters.

questioning skills to get all the information required to prioritise the job correctly, dependant on the tenant’s circumstances.

Are you able to use your discretion when prioritising a repair if the tenant is elderly of disabled? Yes. We have a spreadsheet to complete when we have altered the code of a repair to a higher priority and have to provide the reasons. For instance, communal lighting I know that a lot of tenants which is normally classed as a would like to find out what happens when they report a priority B can be altered and repair, and how their repairs raised as an emergency if the lighting is within a communal are prioritised. On taking the call we take the stairwell. This could have implications and cause an tenant’s details including accident. name and address. We take details of the repair and then Do you think that the repairs use our judgement on how handbook that tenants have the job is coded and received has helped you in prioritised. The code used your role? normally determines the job I don’t think customers are priority. It’s down to the using this handbook enough. scheduler to use their We have had a few calls with

tenants using the handbook but I would say the majority of calls just provide information regarding the repair. Do you ask the tenants to use the handbook? Not if it’s a simple repair and easy to code up. However the handbook is useful if it’s a complicated repair - in these cases we can request the tenant to point out the issue using the handbook. It’s also useful for tenants to understand how to report a repair and how to diagnose the issue. Away from work what are your interests? I like spending time with my children, family, going to the cinema and eating out. I enjoy catching up with friends and watching football. We currently have a fantasy football tournament at Gedling Homes and this has enhanced my passion for football.

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WANTED

WANT TO LEARN NEW SKILLS? WANT TO MEET NEW PEOPLE? WHY NOT JOIN OUR TEAM OF TENANT INSPECTORS? Gedling Homes Tenant Inspectors are involved with looking in depth at many of the services we provide. This can range from being out and about looking at the standard of our neighbourhoods to monitoring how we are carrying out the Local Offers. We offer a range of FREE training and support to enable our inspectors to work effectively and develop their skills. The skills our inspectors gain can be used to help access employment and are beneficial in other areas. In the last year 20% of our Tenant Inspectors have gone on to find employment and one inspector has joined the Gedling Homes Board. If you would like more information about our Tenant Inspector scheme then please contact a member of our Customer Experience Team on 0115 905 1515.

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Tenants rate our new commitments In April Gedling Homes launched 20 ‘Local Offers’ - designed to improve the services we deliver. All our offers were created by tenants. To see whether we have delivered our 20 Local Offers, a team of tenant inspectors formed the Gedling Local Offers (GLO) team to monitor them. Six months since their launch the GLO team wanted to report on the work they have been doing in relation to local offers. Tenant Inspector Graham Weatherall said: “We met with Gedling Homes to establish how we were going to check whether these offers were being delivered. It was agreed that we would monitor the offers in a number of ways – these included carrying out telephone satisfaction surveys with tenants, looking at performance reports, going to empty properties to assess their suitability for letting, carrying out estate inspections and undertaking mystery shopping. “How we monitored each Local Offer depended on what the offer was. It was decided that we would meet every two months to look at what we’d found and see which offers Gedling Homes were achieving. At these meetings we awarded each Local Offer either a green status (offer being met), amber status (offer is not met but progress is being made) or red status (Local Offer is not met and no progress has been made).” The table below shows the progress of the local offers at the July meeting and the November meeting. JULY

NOVEMBER

Offer met

12

19

Offer in progress

3

1

Offer not met

3

0

Offer not tested

2

0

Graham added: “The GLO team is pleased with the progress which has been made by Gedling Homes in delivering these offers. The one offer which remains at amber relates to providing decorating options for tenants at tenancy sign-up. This is because we feel that Gedling Homes could do more to support vulnerable tenants with decorating when they move into one of their properties. “Going forward we will be reviewing these offers every six months to make sure that Gedling Homes continue to deliver on these commitments.” If you would like more information on how the GLO team have 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 7 on 0115 905 1515.


Plan now for Housing Benefit changes

Do you receive Housing Benefit to help with your rent? Do you have others living with you such as grown-up children? From April 12 next year the adjustments associated with Housing Benefit and ‘non-dependants’ will mean an increase in the amount of payment you need to make.

A ‘non-dependant’ is someone who lives with you who is aged 18 or over and who is not a joint tenant or boarder and not your partner. They could be a grown-up son or daughter, a friend, a parent or another relative. If you have a non-dependant living in your home, your Housing Benefit is usually reduced by a certain amount each week. This amount depends on the circumstances of the person living with you, for example if they are working or on benefits.

Because your Housing Benefit is reduced, you have more rent to pay. The idea is that the person living with you (the non-dependant), should give you that part of the rent. The deduction is made whether they are giving you some money or not. A deduction can be made for each non-dependant living with you. The tenant needs to pay this amount and any other rent due to Gedling Homes so as not to fall into arrears.

With further changes due in April, you can take control now by contacting Gedling Homes to enrol on one of our free money and financial awareness sessions, run specifically for tenants. This will complement the existing welfare rights service. We also have several useful booklets available produced by the Money Advice Service. For further information, please contact the Gedling Homes Revenues Team on 0115 905 1515 or visit our Customer Contact Centre based at the Civic Centre in Arnold.

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How to pay your rent over christmas

There are two rent non-payment weeks at the end of this year – weeks beginning December 19th and 26th. However, if you are in rent arrears you will need to carry on paying during this time. If you have had a court order for rent arrears, it is essential that you pay the amount agreed by the court during the non-payment weeks or you could risk losing your home.

Remember that even when the office is closed over Christmas you can still make a payment 24-hours a day on our automated payment line on 0161 331 2224.You can still pay by payment card at any Post Office, Paypoint or Payzone outlet throughout the country.You can also pay your rent by direct debit or standing order. If you are vulnerable or elderly we have a rent collector who can call.

You can pay by cheque, making it payable to Gedling Homes and posting to Gedling House, off Wood Lane, Gedling, Nottingham. NG4 4AD.You must write your name, address and reference number on the back of the cheque. A receipt will be issued as soon as we receive your payment. Post-dated cheques will not be accepted. You can pay your rent, garage rent or sundry account online through BillPay which is a service provided by Alliance & Leicester. Full details of how to use the BillPay service can be found at www.billpay.co.uk

For further information on payment options, please call the Gedling Homes Revenues Team on 0115 905 1515.

Ensure you get your Just Rewards

Did you know that tenants with a clear rent account are eligible for our fabulous Just Rewards scheme? Clear your rent arrears over the non-payment weeks on the 19th and 26th December and as long as you haven’t breached any other terms of your tenancy conditions, then you will be put into the quarterly prize draw with the chance to win £200 of high street vouchers or the equivalent value of handyman services around your home or garden. It could be a great way to start the New Year! For all your rent advice, please call the Gedling Homes Revenues Team on 0115 905 1515.

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Keep warm this winter As the winter weather sets in, we can all remember last year’s big chill, and the need to keep warm during these frozen months. Unfortunately the rising cost of fuel can mean it’s a particularly expensive time of year, so we’ve put together some seasonal top tips on saving money and energy efficiency: 1.

Check whether you’re entitled to the Warm Home Discount Scheme which provides some households with a one-off annual rebate of up to £120 on their energy bills. If you receive only the guarantee credit element of Pension Credit, you will automatically qualify for the rebate.This will be confirmed by letter from your energy supplier between midNovember 2011 and the end of February 2012. Qualifying customers may include those on the savings element of Pension Credit, those on Income Support or Income-based Job Seeker's Allowance and those on low incomes.You may also qualify if you, or a child in your house, is on Disability Living Allowance, or you have a child under five.To check whether you may qualify for a payment, contact the Warm Home Discount Scheme helpline on 0845 603 9439.You should also remember to ask your supplier if you are on the best tariff.

2.

Switch off at the plug appliances that are not in use and save about £30 a year. Remember not to leave appliances on standby or on charge unnecessarily.

3.

Energy saving light bulbs: will last up to ten times longer than an ordinary standard light bulb. One energy saving light bulb could save you up to £3 a year, and up to £6 for brighter bulbs.

4.

Use lids on saucepans. Food will not only cook quicker but will save money on your cooking fuel.

5.

Only boil the amount of water that you need when making a cup of tea.

6.

Turning your thermostat down by 1°C could reduce your fuel bill by 10%.

7.

Fit an insulating jacket to your hot water cylinder.This will keep your water hotter for longer.

8.

When using your washing machine, always wash with a full load or if available use a half load programme for smaller loads.Wash your clothes at 30°C.

9.

Close the curtains at dusk to stop heat escaping through the windows.

10.

Insulate hot pipes to keep hot water hot.

11.

Watch out for some forthcoming energy efficiency training courses being run by Gedling Homes for tenants, showing you how to save money by adopting more energy efficient measures.

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Caught on camera! In May this year we installed CCTV cameras in Walton Court, Carlton, as a result of persistent anti-social behaviour within the block. These cameras have proved to be very useful and images recorded have been passed to the police to help them with an investigation into two issues of theft and vandalism. Once the police investigation has been completed, feedback will be provided about the enforcement action taken against the people concerned. Please be aware that you are responsible for the behaviour of visitors to your property. Should they misbehave then you will be held accountable as the tenant. Pictured left to right Jackie Gill - Tenancy Enforcement Officer, PC Glynn Morrison & Richard Quinn - Neighbourhood Management Officer

Netherfield duo feel the force of the law We don’t think any tenant should have to put up with anti-social behaviour from their neighbours. That’s why we took two Bourne Mews, Netherfield tenants to court for persistent anti-social behaviour and for ignoring our requests to amend their behaviour. One was served with an injunction for anti-social behaviour for noise nuisance and intimidation of other tenants. The other was served with a court undertaking to stop causing anti-social behaviour, also as a result of intimidation to neighbours. To date, the legal action appears to have resolved the problems but should issues re-occur, we will take further action. Jackie Gill, Tenancy Enforcement Officer, said: “I hope that by taking these two separate cases to court and securing positive outcomes, we can demonstrate to tenants that we are not prepared to accept anti-social behaviour of any kind from our tenants.” Elsewhere, we are continuing to work with partner organisations to address anti-social behaviour in the Dunstan Street area of Netherfield. Along with the police and Gedling Borough Council, we have regular staffing patrols in the area to deter outbreaks of anti-social behaviour. Should any tenants wish to speak to us in confidence about any problems, please call the Gedling Homes Tenancy Services Team on 0115 905 1515. 11


Be a good neighbour this Christmas Christmas tends to be a time of year when family and friends get together to celebrate and here are some handy tips to ensure that you and your neighbours remain friends into the New Year! • • • •

Let your immediate neighbours know in advance if you’re having a party Ensure that the party 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 invited or not)

Youngsters enjoy conference experience We teamed up with Gedling Borough Council in October to co-sponsor the Gedling Youth Conference attended by students from three local schools - Carlton Le Willows, Gedling and Arnold Hill Comprehensive. The conference aimed to raise awareness of issues such as anti-social behaviour, sexual health, alcohol misuse and domestic abuse and relationships, as well as finding out how younger people wish to be communicated with in the future about these and other issues. Mark Vasey, Tenancy Services Manager, said: “Working in partnership with the Council to deliver this conference was a great way of raising some very important issues among younger people across the borough and of obtaining their views.”

Have your say on our garden gang An important service offered by Gedling Homes is grounds maintenance and we are looking to hear the views of tenants and leaseholders about this service and how it could be improved. If anyone has any suggestions, please call the Gedling Homes Tenancy Services Team on 0115 905 1515. For tenants who are finding it difficult to manage their own gardens, we provide a gardening service for a small weekly charge. Tenants that buy into this scheme have their grass cut 15 times a year and hedge cut twice yearly. Tenant Jean Johnson said: “I would recommend the service as it provides good value for money. The gardeners always do a good 12 job and leave everything very neat and tidy. I am very happy with how they have looked after my garden.”


Feeling the chill for charity Four Gedling Homes staff members slept out ‘rough’ on one cold November night to raise awareness of homelessness in Nottingham. The fund-raising event was organised by Framework, a charity for the homeless, based in Nottinghamshire, providing housing, support, training, care and resettlement services in the East Midlands and South Yorkshire. Those involved spent the night without their usual comforts, had the chance to reflect on homelessness and raised money to support local homeless and vulnerable people. Pictured here are our four volunteers before and during the night: Naomi Davy, Neighbourhood Management Officer, Rob Welsh, Property BEFORE Maintenance Officer, Vicki WhittakerStokes, Head of Customer Experience, and Liz Howard-Barber, Sheltered Housing Manager. Naomi said: “This was an opportunity for those of us involved in social housing to reflect upon some of the genuine problems that face a percentage of our customers.” Mark Vasey, Tenancy Services Manager, said: “Any little thing that our staff can do to raise awareness of this very serious issue is of AFTER great benefit to us as an organisation and the people affected. We raised nearly £500 which will go some way to supporting homeless people in Nottingham.” Any of our customers with a query about homelessness can contact the Gedling Homes Tenancy Services Team on 0115 905 1515.

Centenarian celebrations Elsie Tomlinson of Britannia Court Netherfield, has celebrated her 100th Birthday. She received a telegram from the Queen and enjoyed a party with family and friends. Congratulations Elsie from Gedling Homes.

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Recommend a friend

Are you a tenant in Lendrum Court, Westmoore Court, Orchard Court, Walton Court or Britannia Court and do you know anyone who would be interested in moving to your scheme? Applicants must be at least 60 years of age . If you recommend someone who takes up a Gedling Homes property you could be line to win a prize of £50 worth of high street shopping vouchers. For more information, please contact the Gedling Homes Re-lets Team on 0115 905 1515.

Investing in properties

Gedling Homes have been carrying out the £42 million investment programme over the last 3 years, renovating kitchens and bathrooms of more than 2,000 properties. We aim to complete the final year of the internal improvement programme from April 2012 through to March 2013. Alongside this, we will be visiting all customers over the coming months who have previously refused works to discuss with them options for carrying out home improvements. Elsewhere, we are now working with a number of utility companies to access funding to install solar panels on customers’ homes. Benefits will include cheaper fuel and heating bills for customers and a general reduction in the Gedling Homes carbon footprint.

A first for Hands 4 Hire

14

ANDS

The Hands4Hire team have received their first job from Carol Oliver of Coppice Road. Carol purchased a garden storage unit and was hoping her regular handyman would put it up for her. After struggling to contact him she received the last issue of News and Views magazine to find a leaflet advertising the new Gelding Hands4Hire service for a rate of £17 per hour. Carol rang the Hands4Hire team and, Richard Brewer, Caretaking Supervisor arranged to assemble the storage unit when it was delivered. Richard started the job to find out that there were broken parts, so he informed Carol and Carol had to send it back and re-order. The following week Richard fitted the new unit in the garden for Carol. It took Richard one hour and Carol was delighted. Coral said, “Richard was very helpful and professional and he’s done a really good job for me and I will use this Gedling Homes service in the future.” Richard is pictured here presenting Carol with a free tool kit for being one of the first 25 tenants to apply for the Hands4Hire Service. A GREAT job done.

4

IRE


Dealing with repairs

Did you know that you can contact us about a repair needed at any time and on any day of the year? Just call the Repairs Hotline Number on 0300 0300 400. You can also report a repair online by clicking onto the ‘Report a Repair’ icon on the Gedling Homes website or Looking Local via your television. Over Christmas we will ensure all urgent repairs are addressed so please be assured it’s service as usual at Gedling Homes. Gedling Homes is currently undertaking a review of the repairs service to look at ways of improving the service for customers. If you are interested in taking part in the review and providing your feedback, please contact the Gedling Homes Customer Experience Team on 0115 905 1515 and we will explain the level of involvement – many thanks.

Changes in the pipeline From October this year, new legislation has seen water companies in England and Wales take over the ownership and maintenance of many sewer pipes which were previously the responsibility of private households, businesses, local authorities and housing associations such as Gedling Homes. Previously we were responsible for all the pipes which connected tenants’ properties to the main public sewer system. Now we are responsible only for the drainage pipes which serve individual properties. Sewer pipes which are shared by more than one property, or run beyond a property boundary, are now the responsibility of the water company.

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More facilities and more space for Moyra Moyra House, a sheltered scheme in Arnold, is set to be refurbished during 2012. As part of our planning work, we held a consultation meeting attended by Councillor Patricia Andrews, Mayor of Gedling, Councillor Carol Pepper and Councillors Peter and Sandra Barnes. Lynn Clayton, Gedling Homes Managing Director, Jacquie Beacroft, Head of Neighbourhoods, and Jason Cannon, Head of Investments and Responsive Repairs, were also on hand to speak to residents about the proposed changes. The renovations will include: • • • • •

Re-modelling of bedsits to make apartments Utilising the space better throughout the building Making the scheme more energy efficient Installing a new lift Re-siting the entrance so that it’s bigger, brighter and more accessible.

Tenants were pleased that the building will provide much improved security, larger accommodation and changes in layout allowing more space for scooters.

Representing the residents

Did you know that we have a Sheltered Housing Service Review Group where tenants can make their views known and make a difference for residents? The group has recently been involved in making our paperwork more user-friendly. Anyone interested in joining the group can call 0115 905 1515 and ask for the Gedling Homes Sheltered Housing Service. 16


Feedback forum

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Your rent and service charges clearly explained As part of our commitment to improving services, we will be providing clearer information about your rent and the cost of providing services to your home. We will be breaking down your rent charge and explaining each separate cost, based on the principle that you should have more transparent information about what you pay for. Service charges usually apply to a block of properties, an estate or scheme. You will not pay anything more than you do now when we break down your rent. Any increases will only take effect from the usual April increase date but if you have any questions, please contact the New Charter Revenues Team on 0161 331 2045. You will be written to again in the near future with details about the services provided to your home, showing how the charges will be broken down.

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Christmas closing times Just a reminder that Gedling Homes’ main office and the Customer Contact Centre at Arnot Hill Park will be closed from 12.30pm on Friday 23 December and will re-open on Tuesday 3 January 2012. We also like to put out a message at this time of year to remind tenants to try to avoid being victims of crime. Remember that burglars sometimes look out for boxes and wrapping paper left outside people’s homes to see what presents might be available inside. It’s always a good idea to keep your valuables, particularly boxed Christmas presents at this time of year, out of sight and to make sure that your windows and entrance doors are locked at all times. If the worst happens, please make sure your insurance policy is up to date in advance and covers you for your precious contents.

So stay safe, stay secure and have a Merry Christmas and a Very Happy New Year from all of us at Gedling Homes. 18


Christmas Wordsearch HT B ZMC T SN RNE E OM EWW UY O QGN B I S X S G Y A J BNU BT P J A X HS E

S U R P P L R E I N D E E R V

V S U U O M V M M Z P Y G J L

K G R U H V B Q Q S Q K M J E

C B D U W V Q T K C Q Y Q P N

O A X Y Y E Q T N L W G B O Y

N C R H P F D L B V E N X X L

P O A O E O S T N E M A N R O

Z C S R L X H E T P G H N V J

U U K N P S Z A WM S T S S U I C R F H T C BE S T J R Q Y

M P F R K V Z S T H G I L S K

U D H F U G D M D H T W J N H

You can win ÂŁ25 in vouchers in our Christmas wordsearch. CAROLS REINDEER CHRISTMAS SANTA ELVES SNOW LIGHTS SNOWMEN ORNAMENTS TREE Send completed entries to us and a winner will be picked from the correct entries received by 27th January 2012 Return to: Wordsearch Competition, Gedling Homes, Gedling House, Wood Lane, Gedling, Nottingham NG4 4AD Name: Address:

Telephone:

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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

Customers satisfied with investment works

97%

99%

Customer satisfaction with responsive repairs

97%

95%

Responsive repairs works undertaken Right First Time

93%

95.5%

All responsive repairs completed on time

97%

97.6%

Customers satisfied with gas servicing

97%

97.4%

Rent collection rate – rolling 12 month

99.8%

99.78%

Re-let time - general needs and sheltered properties

25 days

27.7 days

The percentage of complaints replied to in 5 days

100%

81%

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

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77.3%

How we are performing


Colouring page

To celebrate Christmas, children are being encouraged to colour our santa outline and send their picture to the Tenant Involvement Team, Christmas Santa competition at Gedling Homes, Gedling House, Wood Lane, Gedling, Nottingham NG4 4AD. The winning entry will receive a ÂŁ25 Toy R Us voucher. Entries to be returned by Friday 27th January so get colouring!

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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.

JANUARY 10am - 1pm - Neighbourhood Management Model Focus Group St Andrews House 11am – 1pm - Netherfield St George’s Centre - Richard Quinn THURS 5TH 9.30am – 11.30am - Newstead Village Community Centre - Naomi Davy 10am - Moyra House - Malcolm Bullard TUES 10TH 10.30am - Rushcliffe Avenue - Karen Wright 1.30pm - 3.30pm - Sheltered Housing Forum - Tavill Field 10am - Britannia Court - Richard Quinn WED 11TH 9.30am - Westmoore Court - Naomi Davy THURS 12TH 10am - Orchard Court - Richard Quinn 2pm - 4pm - Sheltered Service Review Group - St Andrews House TUES 17TH 10am - Bailey Court - Richard Quinn WED 18TH 10am - Nabarro Court - Naomi Davy 11am – 12.30pm - Gedling The Ark Wollaton Avenue - Karen Wright 2pm - Seagrave Court - Malcolm Bullard TUES 24TH 2.30pm - 4pm – Repairs Customer Experience Forum - Gedling House 1.30pm - Moreland Court - Karen Wright WED 25TH 10am - Calverton - Meet outside Nabarro Court - Naomi Davy TUES 31ST 10am - 12pm – Service Improvement Panel - St Andrews House 22 WED 4TH


FEBRUARY WED 1ST THURS 2ND THURS 9TH TUES 14TH WED 15TH

THURS 16TH TUES 21ST

WED 22ND

10am - 12pm - Equality & Diversity Forum - Gedling House 11am – 1pm - Netherfield St George’s Centre - Richard Quinn 9.30am – 11.30am - Newstead Village Community Centre - Naomi Davy 10am - Walton Court - Richard Quinn 10.30am - Lendrum Court - Naomi Davy 2pm - 4pm – Sheltered Service Review Group - St Andrews House 10am - Tavill Field - Malcolm Bullard 11am - Netherfield - Dunstan Street area. Meet at the top of Dunstan Street/Victoria Road - Richard Quinn 1pm - Cavendish Road - Karen Wright 10.30am - Carlton House - Karen Wright 11am - Arnold - Smithy Crescent area. Meet on the corner of Smithy Crescent and Leivers Avenue - Malcolm Bullard 10.30am - St Andrew’s House - Naomi Davy 11am – 12.30pm - Gedling The Ark Wollaton Avenue - Karen Wright 10am - 12pm – Editorial Panel - Gedling House

MARCH THURS 1ST

TUES 6TH WED 7TH TUES 13TH WED 14TH THURS 15TH WED 21ST TUES 27TH WED 28TH

10am - Coronation Walk - Malcolm Bullard 11am – 1pm - Netherfield St George’s Centre - Richard Quinn 9.30am – 11.30am - Newstead Village Community Centre - Naomi Davy 1.30pm - 3.30pm – Sheltered Housing Forum - Westmoore Court 11am - Bramble Court - Karen Wright 10am - 12pm – Editorial Panel - St Andrews House 2pm - 4pm – Sheltered Service Review Group - St Andrews House 10am - Roe Hill - Naomi Davy 10am - Foxhill Court - Richard Quinn 11am – 12.30pm - Gedling The Ark Wollaton Avenue - Karen Wright 6pm - 8pm - Newstead Area Panel - Newstead Community Centre 10am - 12pm – Equality & Diversity Forum - Gedling House 10am - Carlton - Meet on the corner of Coningswath Road and Cavendish Road - Karen Wright

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

23


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

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. 24

Newsletter12_0  

http://www.gedlinghomes.co.uk/sites/default/files/pdf-newsletters/Newsletter12_0.pdf

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