At Home - Winter 2021

Home 98 | Winter 2021

The magazine for Poole Housing Partnership residents

Your opinion matters Helping us provide better services to you

A new housing management service Big changes coming with how we manage our housing services in 2022

You said, we did

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Find out what we’ve done!

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A resident poet | Baiter Gardens hub | Keep in touch | Puzzle corner

Home WELCOME ...to the latest edition of At Home magazine.

Alternative formats We can supply this information in large print, on audio CD or in your language. We can also send you a magnifier. Please call 01202 128219 to discuss your requirements.

We once again have some great articles and information on what has been happening over the last 12 months.

We will hear about the return of the Baiter Gardens Hub (p.11). Some helpful tips on avoiding condensation during the winter months (p.16), as well as an update on our courtesy calls (p.15). There is also a dedicated article from me on the proposed changes around the management arrangements for housing and a look back at the consultation that has taken place over the past few months (p.6).

“...WE ARE ALSO MINDFUL OF THE NEED TO KEEP OURSELVES SAFE. FOR DIFFERENT PEOPLE THIS MEANS DIFFERENT THINGS.”

At Home At Home is produced for Poole Housing Partnership residents.

We would like to include your own news, views and articles in future issues of At Home. Please send them to the Communications Officer at the address below, call 01202 128219 or email p.comms@bcpcouncil.gov.uk.

Poole Housing Partnership Ltd Beech House 28-30 Wimborne Road Poole BH15 2BU Designed by Perception Printed by The Print Agency Distributed by Postcare The copyright of At Home is owned by Poole Housing Partnership and the content should not be reproduced without permission. www.facebook.com/PooleHousing twitter.com/PooleHousing

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It is of course impossible to ignore that a lot has changed over the past year and all of our lives have been altered by the pandemic. As I write this, numbers remain high locally and while we all try to get on as best we can, we are also mindful of the need to keep ourselves safe. For different people this means different things. We will continue to ask our staff and contractors to ensure that they maintain distances and wear masks if appropriate and to discuss what you (and they) feel comfortable with. Please let us know if you have any questions or concerns.

I do hope you enjoy reading this edition as much as I did and it just leaves me to say, have a happy and healthy Christmas and New Year.

Su Spence Chief Executive

WHAT’S IN

Home

The Your Money Team ..........................7

A resident poet........10

Baiter Gardens hub is back ..............11

You said, we did ......13

Your opinion matters ....................15

Puzzle corner ...........18

News just in ......................................................................................................................................4 & 5 A new housing management service......................................................................................................6 The Income Team says thank you ...........................................................................................................8 News from Sterte ...................................................................................................................................9 Residents can make a difference & Community chat with Steve ............................................................12 Thank you to our involved residents ....................................................................................................14 Keep your home healthy this winter .....................................................................................................16 Keep in touch with our teams ...............................................................................................................17 Seasonal fire safety tips .......................................................................................................................19 Seasonal opening hours .......................................................................................................................20

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NEWS JUST IN

...your PHP Stories Do you have a positive story or memory which you would like to share to help us celebrate PHP? Maybe you have lived in a PHP property for many years or love where you live. Perhaps PHP made a difference for you and/or your community. Or possibly you have been actively involved with PHP and helped to shape our services. Whatever your tale, we would love to hear from you!

These will be included in a special publication to reflect on PHP's work and achievements as an Arms-Length Management Organisation (ALMO) over the last seventeen years.

Please let us have your submissions by 28th February 2022.

You can email them to p.comms@bcpcouncil.gov.uk or call us on 01202 128219 or 0800 652 3900.

Let’s celebrate together!

The Community Café that cares!

Jill and Julie raised a fantastic £241.10 through their raffle and bake sale at The Café at Trinidad Village Coffee Morning, in aid of Macmillan Cancer Support. For a warm welcome and delicious food or a tasty treat, pop along to The Café. Open Monday to Friday from 9.30am to 2.30pm, Trinidad House, Rossmore Road, Poole BH2 3NF. Tel: 07938 936 883.

For regular updates, visit their Facebook page: The Café At Trinidad Village

Tpas Awards!

We were very proud to have been shortlisted for two Tpas Awards this year. The Outstanding Tenant Engagement award (under 10,000 homes) and the Lifetime Achievement award for Lou Knight, one of our amazing, involved residents.

The Tpas Awards are the only national awards dedicated to celebrating tenants, landlords and social housing organisations working in partnership to save money, improve services and create lasting change in communities.

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Roots Gardening Service If you’re struggling with your garden and don’t have anyone who can help you, and you’re on benefits and unable to cope due to ill health, you may be able to get assistance from the Roots Garden Maintenance scheme.

To find out more about this free service, please contact your housing officer on 0800 652 3900 or email: housingofficers.php@bcpcouncil.gov.uk

Project Admiral drop-in event In August this year, nearly fifty residents attended a drop-in session at Perry Gardens Community Garden. They talked to representatives from PHP and United Living about the major refurbishment works at the four tower blocks in Poole Town.

Information was displayed showing how the buildings will look with the new cladding system and balconies, as well as the proposed colour scheme for the internal redecoration and flooring in the communal areas.

It was a great opportunity for residents to ask questions and give their feedback on how the project is progressing.

World Religion Day! On Sunday 16th January 2022, people around the globe will celebrate World Religion Day. This event takes place every year on the third Sunday in January.

Its aim is to build awareness of different cultures and religions and promote mutual understanding and tolerance between people from different backgrounds.

You can find out more online.

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A NEW HOUSING MANAGEMENT MODEL There are big changes coming with how council housing services are managed in 2022.

As you may know, BCP Council was created in 2019 and brought together the councils covering Bournemouth, Christchurch and Poole. Council housing in the Bournemouth area is currently managed inhouse by the council, whilst in Poole it is managed by Poole Housing Partnership (PHP) an Arm's Length Management Organisation (ALMO) although the council owns all of the homes and holds ultimate responsibility for the housing stock. There are no council-owned homes in the Christchurch area as these were sold to a housing association several years ago.

The council is looking at options to bring services together and how we ensure that services are delivered in a way that best meets tenants' and leaseholders' needs, aligns with the council's transformation plans to be modern and efficient and is value for money. A 12-week public consultation took place in summer/autumn 2021 to hear what local residents thought of the proposal to create a new housing service that is delivered within the council but with an advisory board which provides oversight, expertise and informed advice. The approach would manage all council homes in Bournemouth and Poole. It would mean a disbanding of the current management models and the creation of something new, that is able to draw on best practice from both and put residents at the heart of service design and supporting decision making.

“IF YOU ENJOYED GIVING FEEDBACK, PLEASE CONTINUE TO GET INVOLVED WITH YOUR LOCAL RESIDENT PANELS.”

I would like to thank everyone who has completed their questionnaires and sent them back, added comments onto the website or attended a roadshow. All your information is really helpful and we are using it to shape the future proposals. And if you enjoyed giving your feedback, please continue to get involved with your local resident panels. We love hearing from you and your input genuinely makes services better.

Officers and councillors have been out and about hearing what you have had to say about this. There has been a questionnaire sent to all households and a number of roadshows, meetings and discussions held to capture your views. We have heard many good things about the current services that you want to keep, as well as some areas where you want us to look again and make some improvements. We are currently reviewing everything that you have said and using this to help shape planning for the next step.

Lou Knight, Member of the Joint Resident's Group (JRG) who is working closely with the council on the review, said: “It's really important to have residents actively involved in this process.

We appreciate the opportunities we have been given, both through the JRG and the invitation for JRG members to sit on the Councillor Working Group. We believe this gives us a chance to influence and shape the new housing service and, as involved residents, we are committed to ensure the best possible outcome for all residents.”

By spring 2022, it is expected that the council will make a final decision on what it wants to do next and whether it implements bringing together the Poole and Bournemouth services in this way. It is important to note that by getting the management arrangements right, we hope to be able to deliver enhanced services to you over the coming years.

Tracey Griffiths, also a member of the JRG, added: “We will be ensuring that all the residents who make up the JRG are working together with and on behalf of the other 10,000 + tenants and leaseholders. We are the people that this change will affect, so it's important that we challenge the council and ask questions on behalf of all tenants and leaseholders, to make sure we end up with the best possible service. Thank you to the council officers for making sure that we are involved every step of the way.”

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Beware of loan sharks in the run up to Christmas Poole Housing Partnership has teamed up with the England Illegal Money Lending Team (IMLT) to help residents avoid falling victim to loan sharks and provide information on how to stay safe. We know times are currently very challenging and with Christmas around the corner, you may need some extra cash to tide you over this season but be careful where you get it from.

THE YOUR MONEY TEAM Providing advice and helping you with benefit queries The Your Money Team (YMT) is here to help and advise you with all sorts of benefit situations, whether you have just moved home, had a baby, someone has moved out or passed away, you have started a new job or have been made redundant, or you just need to understand more about what you could be entitled to.

You can call the YMT direct on 01202 817218 or email us at yourmoney@bcpcouncil.gov.uk or ask for a referral from other PHP teams and outside agencies.

Illegal money lenders, or “loan sharks”, come in many different guises. They could be a regular from the local pub, a parent in the school playground or a friend of a friend.

The criminals lend money illegally, give no paperwork on the loans and charge huge interest rates, creating an ever growing amount of debt that’s impossible to pay back.

Here are some of the warning signs to watch out for that a lender is acting illegally: • Giving you no paperwork or agreement on a loan • Refusing to give you information about the loan • Keeping items such as your passport and bank card until the debt is paid • Taking things from you if you don’t pay on time • Adding more interest or charges so the debt never goes down • Using intimidation or violence if you don’t pay

Our trained benefit advisers will listen to your situation and:

• Start off being your friend but quickly turn nasty

• Explain what current benefits are available to you

Loan sharks may ask for copies of your passport or pictures of your house, the street and your house number. Never send money or give card details, online account details or copies of personal documents to anyone you don't know or trust.

• Help you with the claims process for some benefits • Explain Universal Credit and ensure you are claiming all the right elements • Carry out a “what if” scenario to see what would happen money-wise if you swapped benefits or started work • Help you with completion of health benefit forms • Advise or help you with mandatory reconsiderations and appeals In 2020/21 we: • Found an additional £1.3m in unclaimed benefits for residents, with an average annual increase in income of just over £4,000 per household • Dealt with over 1200 referrals

During the pandemic, loan sharks moved their activities online, using social media adverts and messages to prey on those who are most vulnerable. One in ten people reported that they were targeted by loan sharks on social media in 2020.

If you have borrowed money from a loan shark, please remember that you have done nothing wrong and there is no shame in seeking help. It may seem like a difficult step to take, but there is support available from the England Illegal Money Lending Team. If you know of or have borrowed money from an illegal lender, you can report them in confidence at www.stoploansharks.co.uk Live Chat is available on their website from 9.00am to 5.00pm Monday to Friday. You can also call the Stop Loan Sharks Helpline on 0300 555 2222.

• Completed 82 form filling appointments

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THE INCOME TEAM SAYS THANK YOU We want to say a big thank you to all our tenants who continued to pay their rent on time during what has been an extremely stressful period for us all. We appreciate that it has been difficult for many people, but your response has been amazing!

If you are struggling with your rent or finances, then please do contact us as we have people here who may be able to help you.

The “Your Money” team can assist with checking to see if you are receiving the benefits you are entitled to, and we can look at payment arrangements if you are falling behind with your rent.

Other services such as StepChange can help by arranging Debt Management

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Plans, as well as offering expert advice, if you find yourself falling further into debt.

With Christmas fast approaching, many people will be looking forward to receiving their two rent free weeks in December, but there are some important factors to remember regarding these: • Rent-free weeks are included in the calculations for the Housing Element of your Universal Credit claim

• When making a claim, you will need to confirm that there are four rent-free weeks in the year. PHP will then confirm this with Universal Credit • The rent-free weeks are included in the Housing Element of your Universal Credit payment, so you will get a portion of this each time you get a Universal Credit payment. This means that you will need to carry on paying through the rent-free weeks to make sure you pay all your rent by the end of the rent year • Some people can have the Housing Element of Universal Credit paid directly to PHP. The amount paid is calculated in exactly the same way as people who get the payment into their own bank or building society account If you have any queries or concerns, please contact the Income Team on 01202 817216 or email: rent.php@bcpcouncil.gov.uk

NEWS FROM STERTE COURT

Fire sprinklers are keeping residents safe!

Earlier this year, PHP invited Dorset & Wiltshire Fire and Rescue to see the newly installed sprinkler system at Sterte Court, prior to going live on 12th July.

Their response was very positive about the sprinklers and wider fire prevention works carried out by PHP! The sprinklers will provide valuable fire suppression and keep residents safe throughout the tower blocks.

Residents’ drop-in During September, PHP arranged a drop-in event for residents to come along and discuss the ongoing fire safety works at Sterte Court, with appointed contractor United Living and representatives from PHP. Following removal of the original cladding system, United Living identified a few additional repairs which needed to be carried out to both tower blocks. These are now complete and installation of the new cladding system has commenced, starting with the vapour barrier, fixing rails, and insulation.

Unfortunately, the construction industry has experienced material delays with several products across the UK and Europe. As a result, the replacement cladding material is unlikely to be delivered until the middle of December and we expect the project to be completed by the end of March 2022.

If you would like further information, please contact Resident Liaison Officer, Mark Sloane on 01202 128446.

Every picture tells a story!

Throughout the year, local artist Jan Roe has regularly visited Sterte Court to capture the different stages of the external works through her drawings.

We think this is such a creative way to record the progress. Jan’s already produced over 100 drawings which she hopes to exhibit at some point.

You can find out more about Jan, at: https://www.janroe.co.uk/ gallery_351042.html

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A RESIDENT POET! Norma is an artist and has been for many years. She is a retired Publicity Officer for “The Gallery Upstairs” at Upton House and a former member of Poole & East Dorset Art Society (PEDAS). She has worked at various art galleries throughout her life, including The Study Gallery in Poole (which later became the Kube). Norma was there at its inception in 2000 and was sadly the person who locked the doors to the public for the last time when it closed in 2011.

Norma continues to organise exhibitions and produce artwork with a small group of artists for the public domain.

Although Norma has occasionally written poetry over the years, she doesn’t consider herself a poet and said: “I see it in my head and then write it. I don’t know the rules, I just write from the heart and my own experiences.”

A poetry friend encouraged her to enter a competition through McCarthy & Stone. Norma said: “They were asking people to write a poem about where they lived, so inspired by memories of my local area I wrote Shore Road. I couldn’t believe it when I found out I had won!”

Earlier this year, Norma also took part in the COIN (Celebrating the Old, Inspiring the New) exhibition at Lighthouse Poole and wrote the poem New for Old or Not. We are very grateful to Norma for sharing her poems with us and hope you enjoy reading them as much as we have. If they bring back memories for you, please let us know and we will feature them on our Facebook page and website.

Shore Road The water is warm and clear lapping at the stone steps here We paddle forever it seems toward the sunset as it gleams Dancing upon the gentle waves see the Barfleur as it paves it's way through the deep channel in silhouette, we see its funnel Cockles, crabs, and the tiniest fish The children with their hands swish Screams of delight as they tickle toes the water receding, as it goes leaving ripples in the wet sand sunset colours reflecting, and creating a myriad of hues in a puddle silhouettes of the children in a huddle Wet black sand between our toes kicking up ancient cockle shells Ground by the sea revealing those pungent aromas of seaweed smells pervading each and everyone's nose buoys bobbing in the gentle swell Kids being pirates on the orange boat left behind by whom, no-one knows When the tide is high it is afloat when the tide is out Its bottom shows all ignorant of the ferry traffic

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New for old or not Tuck into our home-made picnic lashings of juice, non-alcoholic wine dry off in the last of the sunshine As the day cools, no one wants to go from the seaside yet, please no Wait a little longer it's not quite dark sky deep orange, the seagull stark We pile into the car with a great big sigh kids tired out sleepy and now dry We made many memories today when can we do it again the kids all say?

As we finish eating our fish and chips wiping tomato sauce from children's lips We drive them home to their mum and dad sleepy, happy, what a day they've had We will go again, it's only a car ride for a wonderful day at the seaside

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Bring out your rag and bones sang the rag man give us your swill roared the pigman put out your milk bottles said the milkman a penny for your empties encouraged the barman penny for end of day stales at the baker's man a Nelson slice, a penny for one crispies from the fish and chip van a halfpenny, paper bag full, salt and vinegar on The new is here now read on Pizza deliveries, Chinese, Indian too takeaways, order in advance, do text or call and pay by phone Or prepay by card at home Something broken, oh dear just order from Amazon, wow it's here!

Talk to relatives and friends, distant converse with their face in an instant on a screen on your wrist sort out your shopping list for delivery the next week or two change your mind you have the time to In the old days, we did recycle, reuse most of us stiII sort our refuse we eat leftovers, make soups and stews makeover clothes, tart up our shoes from an ethical point of view from us back then, no not at the start we were brought up to share to pass on upcycling was a norm not an art There is room now for the old and the new just need a balance, a care what we do a thought for the planet, the animals too it's down to us all, the old and the new

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BAITER GARDENS HUB IS BACK! Prior to lockdown, our amazing volunteers were cooking large numbers of breakfasts and lunches every week for people in the community, which was not easy to manage in the existing kitchen. So, PHP carried out a much-needed kitchen refit.

Jane who leads the volunteers at breakfast and at lunch said: “The improvements to the kitchen and more working surfaces for preparation and serving, has made life so much easier and safer for more than one person in there at any given time. We’re currently doing twelve to fifteen breakfasts and lunches. It’s nice to see so many people return after lockdown, with so many of them saying they’ve missed the meals and the company. It’s nice to be back, we’re a small team who both enjoy and work well together.”

PHP loves to support projects where we can. The kitchen refit has certainly made volunteers lives easier and they can now comfortably cook for 35 people. The hub really helps more people come together in the community for food and to socialise, many have been very isolated during the recent lockdowns. We know some people have not returned yet and are nervous of doing so. We would like to reassure

Get involved and make a difference!

If you have some time to spare, why not come and volunteer with us?

We have a variety of roles in the community and provide a free DBS check and training.

We also have a wonderful community garden in Poole Town that is really taking shape. It offers a fantastic opportunity to grow your own fruit and veg, whilst being out in the fresh air and meeting others, if you fancy.

To find out more, please contact Claire, Wellbeing and Inclusion Officer, on 01202 123684 or email claire.wade@bcpcouncil.gov.uk

everyone that there are strict Covid hygiene precautions in place.

So, come along and enjoy good food and great company in a safe and friendly environment. A full English breakfast, with tea/coffee is available at 9.00am every Tuesday for £2.00. A homemade onsite two-course lunch with tea/coffee is available at 12 noon every Thursday for £3.50. It is definitely value for money!

FareShare food will also be available to take away after Christmas, for a small donation.

It’s nice to be back, we’re a small team who both enjoy and work well together.

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RESIDENTS MAKING A DIFFERENCE! PHP knows that many tenants and leaseholders across Poole want to be directly involved in helping to improve their neighbourhoods, that's why we developed the Neighbourhood Improvements for Communities and Estates (NICE) Scheme.

Through the scheme, tenants and leaseholders can apply directly to us for funding to carry out improvements in their communities. To find out more, contact the Estate Management Team on 0800 652 3900.

Baiter Gardens Earlier this year, residents at Baiter Gardens Sheltered Scheme enjoyed the gorgeous weather and newly spruced up benches.

Through our NICE Scheme application, we also installed two new coffee tables and planters, which these lovely ladies planted up themselves. What a difference they've made!

Ralph Jessop Court Following a NICE Scheme application by a resident, a previously unused and overgrown space at Ralph Jessop Court has been transformed with a new patio and seating area.

The resident said: “Although we already have a lovely garden at Ralph Jessop it is used quite a bit, so I thought it would be good to create a space where residents can just relax and have a quick catch up.”

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Community chat with Steve Steve has lived with his wife at Dale Close for over three years.

He stared to make improvements to his garden after he was no longer able to work. He has had slabs laid, installed a new shed and a raised flowerbed, which he has planted with a variety of colourful flowers. There's also a seating area too, which provides the perfect opportunity for Steve and his wife to get together with neighbours and have a chat over a cup of tea.

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in vyooluvin g My PHP Account Earlier this year, we launched our new web-based service which enables residents to manage their tenancy safely and securely online at a time to suit them.

A group of residents had helped to test the service prior to going live, and following feedback from a PHP involved resident, a change was made to the process of creating an on-line account.

Better bins at Hamworthy Lodge Residents had told us for some time that the bin store was not really working for them. There was a problem with extra bags being left and ripped open by foxes, as well as rubbish collecting on the ground when the bins were emptied.

Hamworthy Lodge had been PHPs temporary accommodation for homeless people until recently, when it was transferred to permanent housing. This provided an excellent opportunity to improve the bin area, the communal front doors and meter cupboards. Now that the works have been completed, residents have been expressing their thanks.

One resident said: “I am writing to express my sincere gratitude for all the works and improvements you recently did for our block and community. I particularly wanted to thank you for changing our old bin compound and bike store to the new bin collection system.”

Project Admiral PHP received feedback from residents and Focus Group members, regarding the need for a respite area to have a break from the noise and disruption of the building works. Although the building contractor had provided a respite cabin within the site compound, its location and proximity to the building works made it undesirable.

PHP began working with a local church which had a parlour room available to hire. This is a quiet space where residents can relax and enjoy a free cup of tea or coffee away from the noise.

Sterte Court PHP received feedback from residents living at Sterte Court regarding the external temporary lighting installed on the scaffolding. The lighting was disturbing residents as it shined in through their windows. The situation was reviewed, and the lighting configuration was changed so that it no longer impacted on residents living in their properties but continued to provide some security for residents walking their dogs in the evenings.

We also had significant feedback from residents about contractors parking in the Sterte Court car park, which caused issues with parking availability. It was agreed once the site compound was set up that contractors would only park in the compound so that the car park was kept free for residents.

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THANK YOU TO OUR INVOLVED RESIDENTS WHO HAVE HELPED US TO:

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Interview for Interim Directors In May this year, the Chair of our Tenant Involvement and Empowerment Panel (TiE) was invited to take part in interviews for the appointment of the Interim Directors; three key staffing roles for PHP. He was pleased to report that a resident perspective had been taken into account and all three posts were successfully filled.

Interview for Board Directors In June this year, the opportunity was given to the Chair of the TiE Panel to get involved in the recruitment of two new Directors to the PHP Board.

The Chair remarked that this was a very positive process with excellent results.

Review the Complaints Area on the PHP Website Residents were asked to comment on some enhancements to the complaints area, including a short video which had been produced by the complaints team.

Ensure communications regarding fire safety at high rise flats in Poole were well written A member of the residents Home Panel was asked to comment on the documents which were being prepared to advise residents of a change in fire procedures.

This helped ensure they were written in plain language and that policy changes were explained well.

ARE YOU PROUD OF YOUR HOME? All too often we hear that residents living in social housing feel stigmatised (patronised, ignored or treated with disrespect). PHP Involved residents, Sue and Derek, were keen to share their story of how they came to live in Poole and how they feel about stigma in social housing.

We had a very difficult period at the end of the 1990s/early 2000, which resulted in us having to sell our house and move into private rented accommodation in 2004.

Our first feeling was one of relief that a big problem had been resolved.

However, this was quickly followed by the realisation that as retirement was getting near, we would have no chance to buy again. We went on the Housing Register, and four years later qualified for

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Sheltered Housing, moving into our flat in 2008. Stigma? Well, some people unfortunately look down their noses at folks who live in both private rented as well as social housing! How did we deal with it?

Between 2004 and 2008 we were both working and very busy. However, very shortly after moving we became involved residents in a small way, but in 2010 we became much more involved, sitting on panels, volunteering etc. The antidote for stigma is to work to get rid of it!

One piece of advice we would give anyone in social housing who feels stigmatized is this: You have a home to live in, take pride in it! Remember, a house is just that. You need to create a home and hold your head up high.

Sue & Derek

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There is already work underway in exploring more effective ways of communicating with sheltered residents.

YOUR OPINION MATTERS! During the Covid pandemic, all PHP staff made it a priority to keep in contact with residents by phoning everyone over 70, whether in general needs or sheltered housing. This was well received and as lockdown lifted, the calls continued.

Most importantly this was, and continues to be, a courtesy call, but it is also a chance to ask residents if they would be willing to take part in a small, optional, survey.

The survey is generally two to three questions which help PHP understand how it can provide better services to residents. A big thank you to everyone who has taken part and continues to take part.

We wanted to share some of the feedback we have received from our survey asking about communications.

The question and the responses are shown in the graph. We have also given you an idea of what you said, and what we intend to do to improve things.

If your answer was fairly poor/very poor, we asked why. From the responses you gave the 3 main themes were • Engagement/communication with sheltered housing residents • Difficulty accessing services online/ digitally • Communication regarding planned works This feedback has absolutely been heard and there is already work underway in: • Exploring more effective ways of communicating with sheltered residents, to ensure visual and effective communication is high on the agenda with service delivery changes and replacement of the current Tunstall equipment

• Understanding ways of increasing the digital offer to residents, with access and education critical, but also recognising the need for multiple channels for engagement including face to face • Developing a standard approach to communicating programmed works, ensuring flexibility depending on type and complexity of works. Ensuring information is always up to date on IT systems for Customer Service Officers when residents phone in Thank you again, for helping us to shape and improve our services to you

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KEEP YOUR HOME HEALTHY THIS WINTER How to avoid condensation and mould Condensation occurs when warm moist air comes into contact with a cold surface. It usually happens in the winter when building structures are cold, windows are open less and moist air cannot escape.

7 Top Tips to prevent damp and mould this winter:

A FREE HYGROMETER TO THE FIRST 20 RESIDENTS WHO CONTACT US! To monitor the humidity and temperature in your home, just position the device in a living area, away from the moisture produced by the kitchen or bathroom.

Humidity levels should be between 40% and 60% - these are the green areas on the dial.

Keeping the humidity and temperature in the green should help prevent black mould.

1 23 5 4 6 7 Keep windows and trickle vents open whenever possible An open window enables moisture to escape rather than settle on walls and furnishings

Shut the kitchen door and put lids on pans when cooking to stop steam from escaping to other rooms

Dry down windows, window sills and kitchen and bathroom surfaces when they get wet

Use the extractor fan in your kitchen and bathroom when cooking and bathing to remove moisture

Ensure you heat your home gradually and adequately, by having a background temperature of at least 18°C at all times, increasing to a maximum of 20°C

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For your free Hygrometer, call 0800 652 3900

Dry clothes outside.

Don’t dry clothes on airers or radiators as it allows moisture to settle onto walls and creates an ideal condition for mildew to grow faster

Keep bathroom door closed when bathing

KEEP IN TOUCH WITH OUR TEAMS Contact our teams directly on the numbers below: Other Teams

Sheltered and Extra Care Sheltered Housing For all general Sheltered Housing enquiries

01202 817223

If you would like to talk to your Sheltered Housing Officer directly, please call the following numbers: Jon Evans

01202 127671

Lisa Bennett

01202 128196

Lynda Murrell

01202 128336

Phil Cronchey

01202 128951

Sheemaa Dara

01202 794186

Viv Custard

01202 093849

Zoe Cranmer

01202 118909

Karen Rees Sheltered Housing Manager

01202 127837

Lynn Piper Sheltered & Extra Care Housing Manager

01202 128346

Business Support 01202 817230 If you have experienced any issues with the service we have provided, or would like to give some positive feedback Engagement & Enforcement Natalie 01202 123985 Lesly 01202 128146 If you are experiencing ongoing anti-social behaviour or having difficulties in maintaining your tenancy Housing Officers 01202 817219 If you have any queries or problems regarding your tenancy Housing Options If you have a question regarding Right to Buy, Leasehold, Shared Ownership or Garages

01202 817217

Income 01202 817216 If you are having problems paying your rent or you would like to change your method of payment Support 01202 817220 If you require assistance to help you maintain your tenancy

For general enquiries relating to Extra Care, please call:

01202 817221

If you would like to talk to the Extra Care Housing Officer, please call Emily Hunter on

Your Money 01202 817218 For free and confidential advice on all Welfare Benefits and money management

01202 123983

You can still reach us on our freephone number 0800 652 3900

At Home | Winter 2021

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PUZZLE CORNER! ...relax with some festive fun!

Find the exact mirror image for every picture

Spot 10 differences 1

2

3

4

5

6

7

8

9

10

11

12

Seasonal word scramble Re-arrange the letters to reconstruct the original words

Find your way through the maze

DERIENRE RRYEM EETR ITGLHS WOSB LLESB AILYMF VLESE NTASA LIESGH NELGIJ KISTCOGN SATCIRHMS TESSEPRN

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At Home | Winter 2021

Puzzle answers will be available on our website in the New Year!

SEASONAL FIRE SAFETY TIPS

Check your Christmas tree lights carry the British Safety Standard sign

Never place candles near your Christmas tree or materials that can catch light easily

Test the batteries in your smoke alarm every week.

Never remove them

Most fires start in the kitchen. Avoid leaving a cooker unattended

Make sure you and your family know how to escape in an emergency

Make sure cigarettes are put out properly

Decorations can burn easily – so don’t attach them to lights or heaters

Put candles and tealights in a purpose made holder and on a heat resistant surface.

Keep out of children’s reach

Never overload electrical sockets. Always switch Christmas lights off and unplug them before you go to bed

Store fireworks safely.

Never go back to a lit firework and keep a bucket of water nearby

Take care around open fireplaces. Ensure chimney has been swept by a professional person

Keep portable heaters away from soft furnishings and decorations

If you have any questions or concerns regarding anything to do with fire safety, please contact Mark Dearing, Fire Safety Officer, on 07824 521301, 01202 264405 or email: mark.dearing@bcpcouncil.gov.uk

At Home | Winter 2021

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SEASONAL OPENING HOURS 2021/2022 Please note our opening and closing times for telephone calls over the Christmas period December 2021 Friday 24

09:00

12:30

Saturday 25

Closed all day

Sunday 26

Closed all day

Monday 27

Closed all day

Tuesday 28

Closed all day

Wednesday 29

09:30

16:00

Thursday 30

09:30

16:00

Friday 31

09:30

16:00

January 2022 Monday 3

Closed all day

Normal opening hours resume from Tuesday 4 January 2022

Poole Housing Partnership Ltd