STRONGER TOGETHER
TENANT NEWSLETTER
Summer2025












TENANT NEWSLETTER
Summer2025
I’m really proud to be writing to you as the new Group Chief Executive of Cartrefi Conwy and Creating Enterprise. I’ve been part of the organisation for many years, and I’m excited to lead us into the future.
This is the first edition of our new quarterly tenant newsletter It’s designed especially for you It’s here to keep you informed about what we’re working on, share updates from across our communities, and show how we’re listening and responding to your feedback. We want this to be a space about things that matter to you.
Our main focus is making sure you feel safe, supported, and happy in your home. We’re continuing to build more affordable homes, improve neighbourhoods, and offer training and job opportunities to help people thrive We’ve just launched our new corporate plan, Together, which sets out how we’ll work with you to build stronger communities. Your voice matters, and we want to hear your ideas and feedback.
Thank you for being part of the Cartrefi Conwy community I’m looking forward to what we can achieve together.
Adrian Johnson, Group CEO Cartrefi Conwy
We’re excited to share our new Together Corporate Plan, setting out our vision for the next three years
Built around three key priorities: People, Property, and Partnerships this plan focuses on what matters most to you: safe, quality homes, strong communities, and working together to make a real difference.
You can read the full plan by using this QR code:
Save the Date: Tenant Talk - July 16 - 9.30am to 2.30pm th
Join us at Conwy Business Centre, Llandudno Junction where we’ll be hosting three focused sessions on key topics that matter to you:
1.Repairs Strategy – Share your experiences and help us improve how we manage repairs.
2.Communicating with Our Tenants – Tell us how we can keep you better informed and connected.
3.New Business Plan – Get a first look at our future plans and give your feedback.
Come along, join the conversation, and make your voice heard!
Housing Officers play a vital role in managing housing-related matters, supporting tenants, and ensuring compliance with housing regulations to help build and maintain sustainable communities.
They are responsible for a range of important tasks that help tenants manage and maintain their homes These include: Supporting new tenants from the day they sign up for their property.
Managing rent accounts and addressing any rent arrears. Responding to and managing reports of anti-social behaviour.
Making sure tenants follow the terms of their contract
Helping tenants access the right support to maintain their contract and live well in their homes.
We greatly value feedback from our tenants and are continually seeking ways to improve our services. This enables us to respond effectively and deliver a high-quality, efficient service through our Housing Officer team.
To support this ongoing improvement, we have made some changes to the Housing Officer patch areas. On the next page you will find updated contact details for your designated Housing Officer
Dave, who lives in one of our Cartrefi Conwy homes in Abergele, recently shared these wonderful photos of his vibrant and colourful garden complete with his four-legged friend, Gizmo!
Got a story to share? We’d love to hear from you! Whether it’s something fun that happened in your community, a personal experience, some handy tips or photos of a great event we want to include it in our tenant magazine. It doesn’t have to be long just a few sentences, some pictures or even a full article (we can help you write it!) Get in touch: email us at communications@cartreficonwy org
Paul Frackelton
Sarah Parry
Rhian Mills
Lucy Bill
Tom Bardsley
Christine Mockridge
Sophie Owen
Jamie Eyre
Brian Chamberlain
Aaron Rickards
Wayne Geraghty
Kelly Williams
Eirlys Pickering
Bethenie Twist
Nia Williams
Stephen Bowling
Peulwys Estate
Rhos on Sea
Old Colwyn: Tan Lan/Highlands/Llys Madoc
Colwyn Bay & remainder of Old Colwyn
Fron Estate & Mochdre
Deganwy/Llandudno Junction/Glan Conwy
Conwy/Dwygyfylchi
Penmaenmawr/Llanfairfechan
Conwy Valley including Llanrwst
Rural East: Llangernyw to Cerrigydrudion
Llanddulas to Abergele
Pensarn to Kinmel Bay
Denbighshire (Rhyl/Prestatyn)
Llandudno: Tre Cwm
07733013347
paul.frackelton@cartreficonwy.org 07554262012 sarah parry@cartreficonwy org 07442535483
Llandudno: Marian Rd, Kings Rd area to St. Andrews Ave.
Llandudno: Tre Creuddyn to Great Orme
rhian.mills@cartreficonwy.org 07391069276 lucy.bill@cartreficonwy.org 07391019946 tom bardsley@cartreficonwy org 07717543298 christine.mockridge@cartreficonwy.org 07717543140 sophie owen@cartreficonwy org 07484071017 jamie.eyre@cartreficonwy.org 07918601344 brian.chamberlain@cartreficonwy.org 07825676515 aaron rickards@cartreficonwy org 07733013309 wayne.geraghty@cartreficonwy.org 07733916255 kelly.williams@cartreficonwy.org 07733012498 eirlys pickering@cartreficonwy org 07353893071 bethenie.twist@cartreficonwy.org 07391019951 nia.williams@cartreficonwy.org 07825716087 stephen.bowling@cartreficonwy.org
We’ve kicked off our new initiative, Here to Listen, Here to Help, and we’re thrilled with how it’s going so far!
To be honest, we weren’t sure what to expect when we started but thanks to so many of you opening your doors and sharing your thoughts, it’s already been a big success.
What’s the campaign all about?
We want to make sure you:
Feel heard and see real action taken on your concerns
Are more satisfied with the services we provide Experience fewer frustrations and misunderstandings especially around rent, repairs, and anti-social behaviour in your community
Here’s what we achieved:
✅ 38 households spoken to
✅ 79 actions raised: 30 completed and 40 in progress. ✅ 33 repairs reported: 12 completed and 21 in progress.
“I was so glad you stayed late –I work full time and finally got to speak to someone ” Pensarn Resident Feedback
Here’s what we achieved at our second location: ✅ 69 households spoken to ✅ 49 actions raised: 8 resolved, 41 in progress. ✅ Top issues: Repairs, Anti-Social Behaviour and gardens
We’re continuing the campaign across different areas Come along, have your say, and help shape the future of tenant services. We’re here to listen and to help.
Rhos on Sea
Cerrigydrudion
Betws yn Rhos................
Penmachno....................
Kinmel Bay
December 2 .......................................................... nd
December 9th
December 16th 11am - 2pm 1pm - 4pm 3pm - 6pm
11am - 2pm 1pm - 4pm 3pm - 6pm February 5 2026...................................................
11am - 2pm 1pm - 4pm 3pm - 6pm
Cartrefi Conwy is proud to highlight Cartrefi Connects, a dedicated online group where tenants can have their say, influence decisions, and help shape the services that matter most to them.
Hosted on a private Facebook group, Cartrefi Connects is a growing digital space designed to bring tenants and colleagues together for open, accessible, and meaningful conversations. With 85 members and counting, the group is a key part of Cartrefi’s commitment to listening to tenants and taking action based on their views
Tenants in the group can:
Take part in quick polls to vote on topics that matter
Cartrefi Connects gives you a direct say in how we:
Manage services
Develop policies
Communicate with tenants
Improve your living experience
Plus, it’s easy to get involved. The group is informal, flexible, and friendly you choose how often and how much you engage
1.Log in to Facebook
Watch and comment on short videos and updates from staff
Provide input on policies and service changes
Share thoughts on everything from community issues to housing improvements
We want everyone to feel safe and welcome in their home and neighbourhood. That’s why we take antisocial behaviour and hate crime seriously and we won’t tolerate actions that make others feel unsafe
If you’re experiencing antisocial behaviour or believe you (or someone else) may be the victim of a hate crime, please speak to your Housing Officer or call us on 0300 124 0040
A hate crime is any crime that someone believes was motivated by prejudice or hostility towards a persons:
2 Search “Cartrefi Connects”
3 Click “Join Group” and answer a quick question to confirm you’re a tenant
Scan the QR code and start having yo
Age, Disability, Sex, Gender identity or reassignment, Marriage or civil partnership, Pregnancy or maternity, Race, colour, ethnicity or nationality, Religion or beliefs, Sexual orientation
Page 3
If you’ve been affected by crime in North Wales, the Victim Help Centre is here for you. Call 0300 303 0159 or visit their website for more information.
If the behaviour is ongoing, we may ask you to: Keep a record using log sheets (we can send these to you)
Report it to the police if it’s a criminal offence Call Crimestoppers anonymously on 0800 555 111
By reporting incidents, you help us, the police, and local councils spot patterns and take action
Cartrefi Conwy were delighted to host pupils from Year 5 and Year 6 pupils from a local primary school, they visited our Pensarn Development site for an exciting and educational experience
Over two days, the pupils were welcomed by Chris from Vectorex, our expert Groundswork Contractors. The visit offered a rare opportunity to see a construction site up close, and for many, it was their first real insight into how homes are built from the ground up.
Each visit began with a Health & Safety induction, after which the children were kitted out in high-vis jackets and hard hats, ready to step onto the site safely and confidently. The tour kicked off with a hands-on demonstration of how modern construction uses high-tech surveying tools, including GPS and laser equipment, to map out the site and individual plots with pinpoint accuracy
Pupils then explored the massive infrastructure that supports every home, including foundation works and the underground pipe systems that carry water and waste safely to the main drainage network. A real highlight was the chance to walk through a section of pipe over 1 metre in diameter, each weighing over 4 tonnes, giving a true sense of scale to what’s usually hidden far beneath our feet
Perhaps the most memorable moment for the children (and the teachers!) was climbing aboard one of the enormous diggers used on site a moment that sparked lots of wide-eyed wonder and excitement
There was also time to get tactile, with the children handling samples of blue clay excavated from the site, learning more about the natural materials that lie beneath our feet
The visit was full of thoughtful questions, big smiles, and growing curiosity about the world of construction.
Would you like an opportunity to kickstart a new career?
If so Cartrefi Conwy are working with Vectorex, who are a sub-contractor on our new development site in Pensarn to offer a tenant a 3 year bricklaying apprenticeship.
You will be on-site learning by doing with support and will attend college 1 day per week This fantastic opportunity will start in September.
If you are interested, we need to hear from you by 14 July – please contact Clare on 0773 3012933 or clare murphy@creatingenterprise org uk
Summer’s in full swing, and it’s a great time to get involved in your local community! Over the next few months, there’s a brilliant mix of events happening nearby from lively summer family fun days to welcoming Community and Jobs Cafés where you can meet others and explore new opportunities Our “Here to Listen, Here to Help” initiative is also visiting Rhos on Sea.
A full list of what’s on, including a list of all of our Housing Officer drop-ins, can be found at cartreficonwy.org
July
July 14th Llandudno Community Hub 9am to 1.30pm
July 15th Chester Avenue, Kinmel Bay 1 30pm to 4 30pm
Jobs Cafe Jobs Cafe
July 16th Conwy Business Centre, Llandudno Junction 9.30am to 2.30pm
Tenant Talk
July 16th Peulwys 1.30pm to 3pm
Peulwys Community Cafe
July 23rd Peulwys 1 30pm to 3pm Peulwys Community Cafe
July 24th Pendalar, Llanfairfechan 2pm to 4pm Family Summer Craft and Play
July 30th Community Club, Llandudno Junction 12pm to 3pm Summer Family Fun Day
July 31st Bryn Castell, Llanfairfechan 10am to 12pm World Friendship Day - Coffee Morning
July 31st Cysgod y Gogarth, Llandudno 2pm to 4pm World Friendship Day - Bingo
July 31st Peulwys 1.30pm to 3pm Peulwys Community Cafe
August
August 5th
Rhos on Sea 11am to 2pm
August 6th Peulwys 1 30pm to 3pm
Here to Listen, Here to Help Peulwys Community Cafe
August 7th Glyn Estate, Colwyn Bay 2pm to 4pm Family Summer Craft and Play
August 12th
August 19th
Rhos on Sea 1pm to 4pm
Here to Listen, Here to Help
August 13th Peulwys 1.30pm to 3pm Peulwys Community Cafe
Rhos on Sea 3pm to 6pm
Here to Listen, Here to Help
August 20th Peulwys 1 30pm to 3pm Peulwys Community Cafe
August 27th Abergele Leisure Centre, Abergele 12pm to 3pm Summer Family Fun Day
August 28th Online 2pm to 3pm Zoom Online Bingo
September
September 3rd
Peulwys 1.30pm to 3pm
Peulwys Community Cafe
September 10th Peulwys 1 30pm to 3pm
Peulwys Community Cafe
September 17th Peulwys 1.30pm to 3pm Peulwys Community Cafe
September 24th Peulwys 1.30pm to 3pm Peulwys Community Cafe
September 23rd Clwb Llanrwst, Llanrwst 12pm to 3pm
International Older Persons Day
September 24th Bryn Castell, Llanfairfechan 12pm to 3pm
International Older Persons Day
September 25th Trinity Centre, Llandudno 12pm to 3pm International Older Persons Day
September 26th Kennedy Court, Old Colwyn 12pm to 3pm International Older Persons Day
September 30th Chester Avenue, Kinmel Bay 12pm to 3pm
International Older Persons Day
Take a walk around any of our estates on a good day, and you’ll see thriving communities neighbours chatting, kids playing, and green spaces enjoyed. But all too often, these scenes are overshadowed by something much less pleasant: waste.
We’re hearing you loud and clear. Fly tipping, littered pathways, and filthy bin stores are some of the biggest complaints we receive from residents It’s frustrating and we get it Our Caretakers and Housing Officers are doing their bes to stay on top of things. But here’s the truth: a lot of the mess we’re cleaning up isn’t just appearing out of thin air. It’s being left behind by people who aren’t disposing of their rubbish properly
Every year, we spend thousands of pounds clearing up dumped waste and tidying the same hotspots over and over again. That’s money that could be going toward improving your homes, gardens, or community spaces. In some blocks alone, clearance costs have run into the thousands. That’s not just waste in the streets it’s wasted opportunity.
So
We’re not giving up. We’ll continue to clear up mess where needed, but we’re also stepping up our enforcement efforts. When we have evidence of who’s responsible, we’ll take action
A major step forward is the rollout of CCTV in key trouble spots, especially around bin stores. These cameras will help us identify those responsible for repeated offences, so we can make sure everyone is doing their part to keep our estates clean.
Not sure where or how to dispose of larger items? Confused about what goes in each bin? Your Housing Officer is here to help They can guide you on how to recycle properly and where to take unwanted items But at the end of the day, your waste is your responsibility not your neighbours’ and not ours.
Let’s keep our estates places we’re proud of We all want to live in clean, safe, and welcoming places That means taking a little time to do the right thing and encouraging others to do the same.
Let’s work together to make sure our estates are places we’re all proud to call home. Let’s love where we live.
Damp and condensation, which can cause black mould to grow, is a common problem in British homes and we want to work together with you to help reduce this problem.
Sometimes, damp is caused by structural issues like leaking pipes, rising damp, or poor insulation. If you think this is a problem in your home, please call our Customer Service team on 0300 124 0040 to report it so we can fix it for you.
Often, the way we use our homes can create condensation and it’s the levels of condensation that can cause black mould. When warm moist air hits a cold surface, little water droplets form and this creates the right conditions for mould to grow
Keeping on top of condensation can help stop the mould from growing and help keep your home healthier.
If you see tiny black specks on walls or ceilings, or condensation regularly staying on windows, or maybe notice a musty smell, it could be because of condensation. If you’ve tried to manage condensation in your home but find mould is still growing, please get in touch so that we can help
to keep your home healthy
1 – Help fresh air to flow:
Open your windows every day, especially after showering or cooking Remember to use your extractor fan too, if you have one
2 - Control the moisture:
Always use lids on saucepans, avoid drying clothes on radiators, and if you do need to dry indoors, keep the room door closed and the window open.
3 – Keep your home at a consistent warm temperature:
Condensation is more likely in homes that are cold so try to keep a steady temperature throughout the day. A low, constant heat is better than short bursts of high heat
4 – Check for condensation and it wipe it regularly:
Wipe down windows and sills every day if there’s condensation. Check behind furniture and inside cupboards for hidden mould. If you spot any, clean it with a mould remover, remember to always wear gloves and open a window.
For more information and tips, check out our leaflet here:
A huge thank you to the 200 tenants who gave their time to answer our survey recently. We’re really pleased to share the results with you all:
80%
Satisfied overall with the services provided 85%
Satisfied that we are easy to deal with 89%
Satisfied with how friendly and approachable our colleagues are 64%
72%
Satisfied with having a say in how services are managed
Satisfied overall with the repairs and maintenance service 89%
Satisfied with their home being safe and secure
The results help us to see which areas we need to improve. We work through all of the comments that are made and sometimes we will call the tenant to find out more, or to put something right that we've got wrong.
The comments we get from the surveys are extremely important to us. We've heard hundreds of messages coming through and what we've learnt has: fed into our business plan prompted a review of our repairs service and a new strategy is being written led to new opportunities for tenants to get involved. Our Tenant Talk event is being held on 16th July, in the Conwy Business Centre in Llandudno Junction. Come along and join the conversation and have your say in how services are managed and how we can change and improve.
Acuity is the name of the company who make the survey calls for us. They are a specialist market researcher for the housing sector and they work to the market research code of conduct. This means that they will only use the information we share with them for making survey calls. They will never share or sell your information onto other companies.
We know that some people find getting phone calls worrying but we want you to feel safe speaking to Acuity. You can ask them to call you back if you want to check with us that it is Acuity calling. And thanks to tenants talking to our colleagues we've made some other changes to help our older tenants feel safer: We've shared the new local number that Acuity will call from: 01492 498001
Acuity will only call tenants in our sheltered homes during office hours, Monday to Friday. For other tenants they will call a bit later into the evening and on Saturdays And remember, you can ask to speak to someone in Welsh and you can ask for the survey to be sent by email if you prefer.