Heart of the Matter Spring/Summer 14

16 Spring/Summer 2014

THUMBS UP

Spring/Summer 2014

Congratulations to customer, Julie Schumann, who won our ‘thumbs up’ Facebook competition in March. Julie was the lucky winner of £150.00 worth of vouchers to spend on her shopping at Sainsbury’s.

Our next competition is live now – visit our page to find out what’s on offer and how to win!

Find us at rbitHeartOfEngland www.facebook.com/O Like and click

If you do not like us on Facebook already, here are a few reasons why you should:

Heart of the Matter

• Keep up-to-date with job opportunities throughout the Orbit Group • Find out about news and updates from across Orbit Heart of England

TERMS AND CONDITIONS: By entering, you agree to have your name printed in the newsletter if you are a winner / runner-up. Competitions are only open to Orbit Heart of England customers.

• Find out what’s going on in your area – including local events and news • Get helpful tips from our Money Advice Service

Competition corner

Entry form; Name

How many

can you spot?

Look carefully – there are five cupcakes hidden throughout the newsletter.

To enter, write down the page number and in which article you spot the cupcakes, and then send your answers to us, with your name and address. Use our FREEPOST address below (no stamp needed) or email us at ohecommunications@orbit.org.uk (mark as Spring/Summer competition). The closing date for receiving your entries is: 30 June 2014.

We will pick three correct entries and the winners will receive a set of baking equipment.

Address Where are they?

Back to

nature Page 05

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Please send this form to: Communications Team, Orbit Heart of England, FREEPOST RRXZ-RSUR-SHLA, 10 Greenhill Street, Stratford-upon-Avon, CV37 6LG

Please note

Contact us

If you need this document translated (or supplied in an alternative format, such as large print), please contact our Customer Service Centre by email (info@orbit.org.uk) or on 0345 8 500 500

If you want to get in touch you can call us on 0345 8 500 500, or if you prefer you can email info@orbit.org.uk Our website is www.orbitheartofengland.org.uk

What’s inside?

Real life story Page 09 Making Involvement Count Page 10 Digital inclusion Page 14

Heart of England Housing Association Ltd (exempt charity).

Homes and Communities Agency Number: L4526 Registered office: 10 Greenhill Street, Stratford-upon-Avon, CV37 6LG

Facebook competition Page 16

02 Spring/Summer 2014

Welcome from the Editor

Heart of the Matter 03

New Contractors

Switch to Direct Debit… …and be in with a chance of winning £12,000 Sit back, relax and let Direct Debit take the strain out of paying your rent

We’re well into the new year now and there’s lots of new developments to report. Our digital involvement project is gathering pace and we’re helping more customers get online. You can read more about it in this issue.

We’ve a report on Orbit Independent Living’s new pet policy, a look at the role of Employment Support Officers, funded by the Community Investment Fund, as well as the latest news on Welfare Reform. I hope you enjoy this issue.

On the 1 April our new contractors started delivering our maintenance programme which includes your day-to-day repairs, empty properties and large scale improvements such as kitchen and bathroom replacements.

All the companies are committed Everyone was written to and to deliver excellent customer told of the change but, just service as well as offering value in case you missed that, the for money. contractors are: • Willmott Dixon Partnership You don’t need to do anything Day-to-day repairs and different. You report your repairs empty properties in the normal way and we • MITIE Property Services (UK) will contact you if you are Planned maintenance due a replacement kitchen North Midlands or bathroom.

• Ian Williams Planned maintenance South Midlands

date Complaints policy up Donna Nixon Editor

Follow us on Twitter @OrbitHeart ‘Like’ us on Facebook www.facebook.com/ OrbitHeartOfEngland

Check out our policy online Scan the QR to see the full policy update on our website

Punjabi

We have revised our Complaints and Feedback Policy & Procedure which has been approved by customers and Boards.

Key changes are: • We have reduced the number • We will only deal with of stages within the complaints complaints no older than six months. policy from three to two: Investigation and Review.

• Introduction of a complaints This is to make the process review group which will include quicker for the complainant.

Orbit staff and customers. The group will monitor trends and • At the Review stage, the panel ensure that Orbit learns from of Orbit staff and customers has its complaints and makes the been replaced with a Head of changes it says it will.

Service now involved with the complaint and a Director to sign off the response.

Orbit Heart of England is one of the participating organisations in the £12,000 Big Break draw which is being run by BACS, the electronic payment scheme. Switch to paying rent by Direct Debit and you could be the winner of £12,000.

We offer a wide range of payment dates and frequencies. That means you can make sure your Direct Debit payment is made on a date that works for you, helping you keep on top of your finances.

With Direct Debit you stay in control because you know what’s coming out of your account and when. The Direct Debit Guarantee protects you against any incorrect payments and makes sure you get your money back if a mistake is made.

On the road Stratford Housing Team went on the road to give customers in rural locations the opportunity to ask questions regarding their home, tenancy and community.

The areas are also known for having issues with phone signal and internet connectivity, so it was important for the local Housing team to take the service out to them. The areas visited on the day included Tysoe, Long Compton, Cherington and Whichford in Warwickshire and Brailes in Oxfordshire.

Johanna Holdsworth, District Housing Manager, said: “The day was a great success, the team received lots of positive feedback about taking the service to people’s doorsteps and we’re now looking to make this a regular activity.”

Kurdish

For every customer who switches to Direct Debit by 30 June 2014, Orbit Heart of England will make a donation to the Child Poverty Action Group – so you’ll be helping them too.

Shipston-on-Stour Stroke Support Group in Warwickshire helps with the rehabilitation of local people who have suffered from a stroke.

They provide meetings twice a month where stroke survivors can get together, share experiences and enjoy gentle exercise and talks.

And thanks to a grant from Orbit Heart of England’s Community Investment Fund, they are able to provide help to Orbit customers who have limited mobility by providing transport to the meetings using the Community Links bus.

•

Customers, Marjorie Rigg and Rita Mace, are delighted with the stress-free transport

04 Spring/Summer 2014

COMMUNITY MATTERS

Heart of the Matter 05

Is there something holding you back?

Do you want to make a difference in your life, get a job, do some training or just get a bit of advice on what steps to take next?

The Employment and Skills free service offers: • Careers and skills advice • Access to skills training • Work opportunities • Support and guidance The officers can provide a onestop employment and skills service that helps you work towards your personal goals – both short term and long term. Whatever your situation is right now, get in touch.

To book an appointment with an Employment Support Officer please email the Community Investment Team at communityinvestment@orbit.org.uk or call 0345 8 500 500.

Orbit Heart of England, working in partnership with Lighthorne Heath Children’s Centre in Warwickshire and the Pre-School Learning Alliance, launched a 12 week Employability and Personal Development course.

Back to nature

There is a demand from residents living in rural communities for this type of course. It was part funded by Orbit’s Community Investment Fund, following a successful bid for £3000 by David Dutton and Julie Howard of Stratford Housing team.

This is where our Employment Support Officers can help. They provide free personal advice, guidance and support, based on your individual needs and ambitions.

There will be an Employment Support Officer for each of our Orbit Heart of England areas.

Julia Lee covers the Northampton and Rugby office area and Paul McGinn covers Coventry, Hinckley, Burton and the Leamington office areas; the Stratford-upon-Avon area post is currently being recruited.

Partnership Working

•

Julia Lee,Employment Development Officer

CASE STUDIES Deepmore Road, Rugby is an 11 bed hostel offering up to two years supported accommodation for young people 16 – 25 years old. Julia Lee, Employment Support Officer, has been working with them since November, providing employment, education and training support service, based on the individual’s needs and ambitions.

• Alex Harrison came to Deepmore Road in November 2013. Within his first week he had successfully gained a place on a Coventry employment boot camp. This experience helped Alex grow with confidence, increase his team-working skills and secured a six month paid work placement as a ground maintenance operative. His employer speaks highly of him, describing him as a polite,

The course focuses on several key areas including CV and letter writing, career planning, interview and presentation skills. All those who successfully complete the course receive a Level 3 City and Guilds Award in Employment and Personal Development.

Dementia service launched

hardworking member of the team.

• Scott is currently studying at Warwickshire College for a Level 3 Extended Diploma in Sport Development, Coaching & Fitness. He had four university interviews and has been offered two unconditional places for October 2014.

• Georgia is on an apprenticeship course as a florist. She works in a local shop as well as attending Northampton College as part of her on-going training.

Portuguese Se necessitar deste documento traduzido (ou em formato diferente, impressão de maior formato, Braille ou áudio), contacte o centro de apoio a clientes em 0345 8 500 500 ou envie uma mensagem de correio electrónico para info@orbit.org.uk

A dementia support service in Stratford-upon-Avon is being funded by Orbit Heart of England’s Community Investment Fund and Stratford Town Trust. It is to enable people with dementia to continue to live independently in their local community, to reduce the risk of crisis situations and for people to gain a greater knowledge and understanding of the disease call the Alzheimer’s Society on 01926 888899.

Telehealth project

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Kara-Louise Dutton with Phillip Withers

The first telehealth pilot project based in an extra care scheme in Warwickshire has just finished in Stratford-upon-Avon.

Polish

A project to help young people in Coventry increase their self-esteem and confidence, improve their employability and life skills, as well as enjoy exciting learning experiences has been awarded £5,000 to run more sessions.

Wild Earth, a not-for-profit social enterprise, runs the ‘Positive Pathways’ programme aimed at young people (16-19 years) from Orbit Heart of England properties in the Foleshill and surrounding area. As well as employability skills, bushcraft is a part of the course. It allows the young people to have fun, enjoy the world around them as well as raise their self-esteem and confidence, whilst reducing anti-social behaviour in their local area.

Telehealth allows vital health checks (such as blood pressure, weight, ECG readings etc) to be carried out and sent electronically to GPs without the need for patients to make an appointment or visit a clinic.

“Six customers at Briar Croft took part in the pilot project.” said Kara-Louise Dutton, Assistive Technology Development Officer at Orbit Independent Living, “Telehealth enables people to remain independent in their own homes; it will empower our customers to look at their own health needs and will give peace of mind that their health is stable without having to make regular visits to doctors and hospitals.”

06 Spring/Summer 2014

MONEY MATTERS

Under occupation

Heart of the Matter 07

Children with Disabilities The Department for Work and Pensions has produced new under occupation Housing Benefit legislation about children with severe disabilities.

From December 2013, the new regulations allow an extra bedroom for children whose severe disabilities would prevent them sharing.

Has your Housing Benefit been cut because you are deemed to have too many bedrooms in your home? For a small number of customers, this decision may not have been applied correctly.

If you have lived in your home and claimed Housing Benefit since 1 January 1996, the under occupation benefit reductions may not apply to you before 3 March 2014. This is because of a complicated piece of legislation around how the ‘eligible rent’ is calculated.

It might also apply if somebody else in your household used to claim at that address before this time, but has subsequently died or left the property. We cannot identify those cases, so if you think this could apply to you, you should check with your Council.

We recognise that this is a complicated area, and challenging benefit decisions can be difficult.

We can help you to ask for a review of your entitlement, or can let you have a standard letter to request a review. Remember though, you must keep your rent payments up to date even if you are appealing against a benefit decision.

The qualifying criteria are fairly clear. There are two conditions: the child is entitled to Disability Living Allowance (DLA) care component at the higher or middle rate, and the Housing Benefit Service is satisfied that the child is not reasonably able to share a room.

Under Occupation Appeals We have become aware of a First Tier Tribunal where a father, who has access to his teenage daughter at weekends and school holidays, won his appeal against under occupation deductions. The First Tier Tribunal allowed his daughter to be allocated a bedroom as they considered her to be occupying two properties – his and his ex-partner's.

These are similar to the conditions for adults who need an overnight carer, but there is no scope to allow the additional bedroom if the child is not entitled to DLA at the middle or higher rate even if there is sufficient evidence to show that another room is needed. In these cases the Council may make an award of discretionary housing payment.

Doctor on call The popularity and success of the Energy Doctor scheme is going from strength to strength.

Five hundred visits were completed across Orbit Heart of England in 2013 and we are delighted that the service will be continuing for another year.

The whole service is designed around you. It’s also completely free. The Energy Doctor will visit you in your own property. They will set your heating system in the most efficient way, provide energy saving gadgets and check for the cheapest tariff available.

Money can be saved no matter what time of year so get in touch to see how much you could save.

You will have less time to wait for an appointment in the Spring and Summer. So if you would like to arrange a visit from the Energy Doctor please get in touch.

Pre-payment meters Pre-payment meters can help you budget but they’re not the cheapest option. You may have moved into a home with a pre-payment meter or had to have one fitted if you got into debt with your energy provider.

If you have now paid that debt off, you should find out how much you are paying for energy. There is a great link online to automatically check you are getting the best rates and it’s free www.cheaperenergyclub.moneysavingexpert.com/register.

You can also talk to our Energy Doctor for advice and help.

Contact your local Council if you think this rule change affects you, and you may be able to get more housing benefit.

It is estimated that many people who are eligible for DLA are not currently claiming it. To find out more, check out the Government’s website at www.gov.uk/disability-livingallowance-children or call 0845 712 3456.

Adults with disabilities cannot make new claims for DLA for themselves; instead, they may be entitled to Personal Independence Payments. More information is available at www.gov.uk/pip or by calling 0800 917 2222.

First Tier Tribunals do not set a precedent that changes the law, but there have been a number of successful appeals over recent months – such as wins for residents claiming that a bedroom is not a bedroom if it is not furnished as such, and another where a bedroom with less than 70 square feet of floor size is considered to be too small to be a bedroom.

It is impossible to pre-judge the outcome of future appeals of this nature because they are not binding on others, but well worth a try! Talk to your housing benefit team at the Council about how to appeal.

Credit meters offer cheaper energy. If you switch to Direct Debit you can save an extra 4% over a year (up to £70). Speak to your supplier if you would like to find out more.

STOP LOAN SHARKS There have been 300 prosecutions for illegal money lending, resulting in prison sentances of more than 190 years. The Illegal Money Lending Unit have helped over 23,000 victims of loan sharks.

Stop Loan Sharks Call the 24/7 confidential hotline: 0300 555 222 Emal: reportaloanshark@stoploansharks.gov.uk Twitter: www.twitter.com/loansharknews Text: loan shark + your message to 60003

08 Spring/Summer 2014

Welcomeennel k to my home

—

by Titch and Missy

Titch

Heart of the Matter 09 sure people know what they’re getting into, can sustain their tenancy and avoid anti-social behaviour. It encourages responsible pet ownership.”

As soon as Pat heard about the new policy, she spoke to the scheme manager. “I thought the questions asked in the policy paperwork were all perfectly valid. I could see a reason for all of them. We haven’t had this much fun in years. The neighbours love him and I get to talk

Titch is a 9 month old toy poodle who lives with Pat and Ron Savage, Park View, Coventry. He may look small but, in his own way, he is a big thing for Orbit Independent Living. He’s one of the first pets to start living in a scheme, thanks to the new Pet Policy.

“We decided to relaunch our Pet Policy in our sheltered and extra care schemes,” explained Becky Davies, Area Business Manager, “The policy has quite strict requirements but we want to make

to so many people when I’m out walking him.”

Missy is a 5 year old Collie Alsatian.

She is the first dog to live in Willett House, Wellesbourne. She and owner, Rob, had an extraordinary journey to get to where they are now - literally. Rob and Missy had moved to Devon when he started a new relationship. When that broke down, both he and the dog lived in a tent for a few months before deciding to come back to the Midlands. So they walked. All 260 miles of it.

“We walked during some of the hottest days in the summer,” Rob explained, “I would offer people £1 to fill up water bottles so she could have something to drink. She’s good for me; she’s my buddy.”

Missy

The flat at Willett House was available and the pet policy was in place when Rob and Missy came to view it. “Everything just seemed to happen at the right time,” said Jayne Turvey, Area Manager, “We explained to Rob that he and Missy might meet some opposition. But it’s gone really well.”

Successful downsize Orbit Heart of England will be showing support for the lesbian, gay, bisexual and transgender community and attending two Pride events.

Both days are fun and informative so do come along.

Saturday 24th May 10am – 6pm Hurst Street Birmingham City Centre Saturday 28th June 11am – 8pm Pump Room Gardens Leamington Spa

Joyce Dyer lived in a three bed house in Studley, Warwickshire.

She had been considering downsizing for many years. On a recent estate inspection, Joyce got talking to Helen Robinson (featured in the last Heart of the Matter) who told her that downsizing was the best thing she has ever done.

Joyce was keen to find out what options were available to her. She didn’t have internet access or know how to bid, so Steve Jones, her Community Housing Officer, offered to place a bid for her. A bungalow became available, Steve placed a bid, which was successful, and Joyce has now moved into her new home.

REAL LIFE FEATURE

by Shanna-Kaye*, Customer Anti-social behaviour (ASB) can be soul destroying, having a devastating effect on communities and the lives of millions of people who have to live with it. For Shanna-Kaye, the ASB started not long after she had moved into her new home in Rugby. “I spoke to my neighbour and they listened to me for a while. But then it got worse. At one point, I had to move out with my children and sleep elsewhere.

It affected my job because friends of the neighbour came into work and verbally abused me. The children couldn’t play outside because of the swearing. It was hard.”

When the ASB escalated, ShannaKaye contacted her Community Housing Officer, Paula Collett.

Paula explained the procedures that had to be followed and the importance of keeping a diary of incidents.

“I was getting calls on a daily basis from other neighbours,” explained Paula, “But they were reluctant to make official complaints for fear of reprisals.”

At first, Shanna-Kaye was dismayed that the process would take time, “I was angry because I just wanted someone to do something. It was frustrating to be told ‘Keep a diary, keep reporting it’. But I wrote everything down, every incident and I took photos. I understood I needed to keep records, almost telling a story of what was happening to me on a daily basis.”

Paula worked closely in partnership with the Police, Community Safety Wardens, Family Intervention and the Environmental Health Officers. As a result, a Noise Abatement notice was served and Paula also served a Notice to Seek Possession on the neighbour. This was only possible by using evidence collected by Shanna-Kaye in her diary.

But the noise didn’t stop so Paula went to court. “I spoke to the neighbour and explained that, as we had got other professionals involved and as the family were working with us, we would on this occasion, ask for a Demotion of Tenancy rather than possession.

We realised this was a family in crisis. The last thing they needed was to lose their home. However their behaviour and daily conduct was totally unacceptable. This was the most appropriate course of action to take.

“From the judge’s comments in court, I think we would easily have been granted possession. But the actual outcome has been very positive for everyone.”

“I never wanted them to lose their home. I just wanted the noise to stop,” said Shanna-Kaye, “Since then, they’ve written me a letter apologising for their behaviour and thanking me for helping get their life back on track.

“My message to others? I’d say stick with it. The perpetrators think they can intimidate you but it backfires on them. It is hard. There are ups and downs but it’s worth it in the end.”

Demotion order Under the Anti-Social Behaviour Act 2003, a ‘demotion order’ was introduced to help tackle anti-social behaviour. If a Demotion Order is made, it ends many of the rights of a secured tenant and can make it easier for a landlord to evict them. A demoted tenancy usually lasts for 12 months. This gives the tenant enough time to change their behaviour but it can be extended if the court believes more time is needed. *Name has been changed

rdest. a h e th s a w e m ti th “Nig e. Loud It was constant nois ing, m m la s rs o o d , s ie rt a music, p fights in the street.

10 Spring/Summer 2014

Heart of the Matter 11

INVOLVEMENT MATTERS

STATISTICS

Making Involvement Count Thirty two involved customers attended the first Orbit Heart of England Customer ‘Making Involvement Count’ event in March.

The aims of the day were to • Showcase and celebrate how customers have influenced the business • Give customers an opportunity to challenge and shape services through workshops • Provide networking opportunities • Create enthusiasm for current involvement opportunities.

98% of customers who attended the event rated their overall satisfaction with the day as good/great. A further 96% said they were more likely to get involved in other involvement activities.

Peter Glass (customer), Rupert Weeden (Customer Involvement Adviser), Bob Gilling (customer) and Tom Coles (Service Improvement Co-ordinator)

These are some examples of how customers have been helping to make a difference by getting involved…

Customer Inspection

The ‘Making Involvement Count – the journey’ DVD was shown (available on www.orbitheartofengland.org.uk/involveme nt-journey). It tells the journey of customer involvement over the last two years ago, focussing on the new involvement methods and subsequent successes.

We also trialled an interactive voting system called Quizdom on the day.

Quizdom gave real time results and was well received by customers.

•

Making a difference

Take a look at our YouTube channel

Awards Success Our entry for the ‘Excellence in Co-regulation’ award at the Tenant Participation Advisory Service (TPAS) Midlands awards was ‘highly commended’. This recognises the work of customer inspectors, the Performance Challenge team, Service Improvement groups and Scrutiny in challenging services, holding us to account for our performance and driving forward improvements.

Interested?

If you would like to find out more, please contact involvement@orbit.org.uk or call Julie Clarkson on 01789 404 430 for a welcome pack. We’d love to hear from you.

Performance Challenge team

Our team of customer inspectors has continued their programme of inspections of empty properties, checking them against the re-let standard. The team undertake inspections every quarter, highlighting areas where Orbit Heart of England is not meeting the standard.

A report is then passed to the members of staff in charge of delivering the service for them to look at ways to improve it. As a result of this approach, improvements have been made to: • Cleanliness of properties • Condition of gardens • Condition of flooring

Under the microscope The role of Customer Scrutiny is to work in partnership with Orbit Heart of England, acting as a customer voice or watchdog. It looks at service performance and to challenge how things are being done and recommend areas where things can be improved. It looks with a customer’s eye but doesn’t look at individual customers or, indeed, individual customer’s problems.

The Performance Challenge team continues to hold us to account for the services we provide to customers. The team has challenged a range of services looking at how performance can be improved relating to customer satisfaction with complaints, repairs fixed on first visit and satisfaction levels for new customers moving in to their new home. The team has been working closely with Customer Scrutiny by providing them with update reports and also highlighting services that they felt needed looking at more closely.

Challenging Changing Customer Scrutiny

The next service the Customer Scrutiny team will be looking at is anti-social behaviour (ASB) and whether it is being delivered effectively and efficiently. Customers from the Orbit Heart of England Scrutiny panel will be working closely with customers from Orbit East and Orbit South to look at whether ASB is handled consistently and how it can be improved.

Orbit Heart of England

We are always looking at recruiting customers to help us scrutinise services and improve services. If it’s something you would be interested in, please get in touch for a chat to find out more or to ask for an application form.

Heart of the Matter 13

12 Spring/Summer 2014

A DAY IN THE LIFE OF…

David Glover Member of Scrutiny team

When asked to describe a ‘typical’ day for a member of the Scrutiny team, David Glover is stumped.

On yer bike The Coventry Housing team had received complaints about people causing a nuisance at flats in Gunton Avenue. People were congregating in the disused bike shed in the car park so customers asked if it could be removed.

“Every day is different. We have meetings which run from 10am to 3.30pm each month during a project. But in between, we communicate regularly by email, dealing with Reviews and other Scrutiny matters.

“It can be demanding. A Review can take from 4-6 months to complete. But to do the job properly, it’s important to get things right.

“Some people think that you’re working for Orbit Heart of England but that’s not the case.

We’re customers, working for customers. We are supported

by Orbit Heart of England and work in partnership whilst being independent to them. We are constantly looking at how to get things improved for all customers. Our challenges to scrutinise areas of the business come in different forms; from customers, from the Operations

Sustainable investment

•

Dave Glover

committee, the Board, members of staff and other Customer Involvement teams. To enable us to achieve our aims, we have complete access to all areas of the business.

“Customers should have a voice and they should hold their landlords to account. Our job is to keep challenging Orbit Heart of England so it moves forward.

I like the way things are evolving.

Orbit Heart of England is trying to make a difference for their customers and Scrutiny can help make sure they’re getting it right.”

Rather than demolish the rather substantial structure, a chance conversation between Ian Wood, Area Manager for Property Matters and Peter Colledge, Electrical Compliance Manager for Property Matters meant that the shed found a new home.

Peter, you see, is also the Scouting Leader for 10th St Luke’s Scouting group. He thought it would provide great storage for the Scouts.

The shed is currently in storage and will be re-erected when Peter recovers from taking it down. It is a great outcome for our customers and for the local Scout Group.

Orbit 2020 Orbit’s purpose is ‘Building Communities’; we want to improve the social, economic and environmental prospects of people and communities. We have nine targets which we are committed to achieving by 2020.

Housing choice • Deliver 12,000 new homes • Provide a full range of home rental and ownership options • Provide a complete flexible housing journey for customers Community investment • Provide 10,000 training and capacity building activities to support empowerment, opportunity and jobs

• Deliver £30 million of investment (including external funding) into communities • Achieve a minimum energy rating of C* in all our homes (* these are calculations which measure how energy efficient a building is) Customer offer • Ensure 75% of customers are accessing Orbit services online • Provide a range of tailored services which satisfy 90% of customers • Deliver financial and energy efficiency advice to 20,000 people You can find more information on our group website www.orbit.org.uk/main.cfm?Type=2020

The Leamington and Warwick Housing team looked for customers in their area who were over 60 years old living in rural areas and who had little or no recent contact with Orbit.

They identified 60 properties and arranged to visit them.

GREEN MATTERS Jeff’s Close The ability to find efficient and cheap to run heating systems is a huge concern for Orbit Heart of England. Now, advances in technology have allowed us to invest in ground and air source heat pumps in rural areas where mains gas is not available for our customers and where the properties are suitable for such installations.

The team worked with Act On Energy and our Energy Doctor to provide up to date information on energy advice. They also took the opportunity to update contact details for customers and show a friendly face.

The result was eight Energy Doctor referrals, four repairs queries, one anti-social behaviour concern, two tenancy support work referrals as well as general advice given. The general feeling was how nice it was to see members of staff who were concerned about customers’ welfare.

One such area was Jeff’s Close in Brailes, Oxfordshire and, last year, ground source heating was installed in six bungalows.

Trial helps customers reduce their energy use Twenty three Orbit Heart of England customers took part in the National Energy study. The study looks at ways of informing people of their energy use and giving them advice on how to save.

A year on from the installation, one couple have noticed a great improvement over the old storage heaters. Mrs Jones says that her quality of life has improved; she has reduced use of inhalers from two a day to one. And her doctor has seen a vast improvement in her general health.

The trial worked by collecting weekly meter readings from the household. It was followed by customers receiving information on their consumption and how it compared with other households. Customers were paid £2 per meter reading, given to them in voucher form at the end of the study.

similar level, although the data is still in the process of being analysed.

The meter readings collected from our customers show a reduction in energy use. Some households saw a reduction in energy bills, others stayed at a

Orbit may have other energy trials you could be involved in.

To find out more go to www.sustainableinvestmentteam @orbit.org.uk

Mr and Mrs Jones’ finances are looking healthier too. In January 2014 the fuel (electricity) bill was less than half that of the same period in 2013. Further analysis of costs between corresponding months before and after the heat pump was fitted show a continued 50% reduction in electricity costs.

14 | Spring/Summer 2014

Heart of the Matter 15

DIGITAL MATTERS

Web Wise project Orbit Heart of England and Web Wise are working together to ensure that older customers get the kind of benefits from being online that many people take for granted. Operating in rural parts of the Stratford District Council area, Web Wise is providing free training, supported by volunteers, to anyone over the age of 50.

It covers subjects like:

Get online & save money All of us want to spend less and get more for our money. There are lots of ways you can use services and tools on the internet to do this, whether you’re new to computers or you’re a regular web user.

• If you’re a BT phone customer, see if you can reduce your monthly BT landline costs by switching to BT Basic line rental (conditions apply): www.bt.com/basic • Shop around for cheaper broadband via GetOnline@Home: www.getonlineathome.org • If you need a PC or laptop, look at cost-effective options such as a reconditioned computer.

You can find low-cost options for PCs, laptops and tablets from companies such as Tier 1 Online: www.tier1online.com See how much you can save on your household bills: • Compare gas and electricity deals at Billscutter: nhf.billscutter.com • Use the budgeting tools and advice on the national Money Advice Service website: www.moneyadviceservice .org.uk • Find out about your local credit union for competitive loans and savings accounts: www.findyourcreditunion.co.uk

Wifi

• How to search for things on the internet • How to keep in touch with free emails and video calls • How to stay safe on line • How to save money and increase income

Help! Where do I start?

The best advice is: forget about the technology, think about what you’re interested in and start there.

There are lots of sources of friendly support across the region: • Find your nearest UK online centre by using the online postcode search (www.ukonlinecentres.com) or call the helpline on 0800 77 1234 to be directed to your nearest centre. Alternatively you can text ‘online’ and your post code to 80809. Texts cost 25p + your standard network charge.

• In Coventry, you can find help and support to get online at the Moat House Community Centre, Winston Avenue, CV2 1EA (t: 02476 622 964 or email: Marianne@moathousecommunitytrust.co.uk).

• In the Stratford area, Age UK Warwickshire is offering free ‘Web Wise’ training courses – see next page.

• In Rugby, you can get free support at the Benn Partnership Centre, Railway Terrace, CV21 3HR, tel: 01788 553033 or email: bpcenquiries@btconnect.com • There are also regular online skill sessions in Northamptonshire at Crow Hill Community Centre, Irthlingborough and at the Corby Furniture Turnaround Project. For more details, you can contact Julia Lee, Employment Development Officer on 077951 26385.

We are currently operating in the Bidford, Studley and Alcester areas, but will be moving on to Shipston and Henley this Summer and to other areas over the next two years.

The Project is funded by Comic Relief and delivered by Age UK Warwickshire in partnership with Citizens Advice Stratford (CAB). We work closely with advice workers from these agencies to ensure that older people attending Web Wise courses can benefit from expert financial management advice, including home visits where needed.

FIND OUT MORE Write to John Sawyer, Age UK Warwickshire, 8 Clemens Street, Leamington Spa, CV31 2DL. Or telephone 01926 458100 and leave a message for John to ring you back. Or email john.sawyer@ageukwarks.org.uk

• Digital Unite guides: digitalunite.com/guides Safety and security is also important. Whether you’re a seasoned internet user or are just getting online, visit the Get Safe Online website for lots of practical advice (www.getsafeonline.org).

This new project will be looking at how we can help those who want to get online and how we can promote the benefits to those who haven’t used the internet before.

It also helps Orbit Heart of England look at cost-effective ways of providing internet access at the lowest cost to our customers. This project is just the start of a range of initiatives to help customers get online and save money.

Orbit Heart of England website

Smashed it!

Orbit Heart of England is working on a new, more user-friendly and informative website so that you are kept up-to-date on your housing needs and local community.

Orbit Heart of England staff have smashed their Value for Money target. Total savings of £545,058 were recorded from April 2013 – March 2014; that’s more than double the £250,000 target set.

The Housing and Income Management teams recorded a huge number of savings. This means we are able to invest more money in our communities.

There are lots of easy to use guides online: • Learn My Way: www.learnmyway.com

As part of Orbit Heart of England’s support to help customers get online, we are investing in a new project to provide internet access through wifi in 20 of our sheltered and supported schemes across the country. This will offer over 400 Orbit Heart of England customers the opportunity to access the internet free of charge.

We are also looking at the Customer Secure area and improving how this works for you.

Why you should use the Customer Secure area: • You can access our services from wherever you are, whenever you want • You can access lots of our services in one place • It’s quicker than calling or dropping in

16 Spring/Summer 2014

THUMBS UP

Spring/Summer 2014

Congratulations to customer, Julie Schumann, who won our ‘thumbs up’ Facebook competition in March. Julie was the lucky winner of £150.00 worth of vouchers to spend on her shopping at Sainsbury’s.

Our next competition is live now – visit our page to find out what’s on offer and how to win!

Find us at rbitHeartOfEngland www.facebook.com/O Like and click

If you do not like us on Facebook already, here are a few reasons why you should:

Heart of the Matter

• Keep up-to-date with job opportunities throughout the Orbit Group • Find out about news and updates from across Orbit Heart of England

TERMS AND CONDITIONS: By entering, you agree to have your name printed in the newsletter if you are a winner / runner-up. Competitions are only open to Orbit Heart of England customers.

• Find out what’s going on in your area – including local events and news • Get helpful tips from our Money Advice Service

Competition corner

Entry form; Name

How many

can you spot?

Look carefully – there are five cupcakes hidden throughout the newsletter.

To enter, write down the page number and in which article you spot the cupcakes, and then send your answers to us, with your name and address. Use our FREEPOST address below (no stamp needed) or email us at ohecommunications@orbit.org.uk (mark as Spring/Summer competition). The closing date for receiving your entries is: 30 June 2014.

We will pick three correct entries and the winners will receive a set of baking equipment.

Address Where are they?

Back to

nature Page 05

1.

2.

3.

4.

5.

Please send this form to: Communications Team, Orbit Heart of England, FREEPOST RRXZ-RSUR-SHLA, 10 Greenhill Street, Stratford-upon-Avon, CV37 6LG

Please note

Contact us

If you need this document translated (or supplied in an alternative format, such as large print), please contact our Customer Service Centre by email (info@orbit.org.uk) or on 0345 8 500 500

If you want to get in touch you can call us on 0345 8 500 500, or if you prefer you can email info@orbit.org.uk Our website is www.orbitheartofengland.org.uk

What’s inside?

Real life story Page 09 Making Involvement Count Page 10 Digital inclusion Page 14

Heart of England Housing Association Ltd (exempt charity).

Homes and Communities Agency Number: L4526 Registered office: 10 Greenhill Street, Stratford-upon-Avon, CV37 6LG

Facebook competition Page 16