Page 1

iNSIDE C O N T O U R

summer

Chill this

summer 24

in this issue‌ Smoking

5

Respect

Awards

Website

8 10 22


iNSIDE C O N T O U R

S

7 0 r e m um

contents Contour News

Area Teams and Respect First of all thanks to everyone who sent in their responses to the last edition’s questionnaire. There were some really great comments. As you can see we’ve adapted the magazine once more to what you’ve said and provided much more feedback from each Area Team. Antisocial behaviour (ASB) was a key issue you wanted information on in our survey so this issue focuses on our approach to the Respect Agenda and dealing with ASB. Following on from the example of Coldhurst Residents in the last edition, responding to the Respect Agenda is brilliantly demonstrated by Kelton Park’s ‘Taking a Stand Award’ covered on page 10.

Updates from Area Teams

Resident Involvement

We hope you enjoy this edition and if you’ve got any stories or events that you’d like to add in future editions we’d be delighted to receive them. The deadline date for articles for the next issue is the end of August.

Stop Press! We’re running FREE newsletter training sessions for residents. If you’re interested in learning the tricks of the trade, see information on page 23. We look forward to seeing you.

l e n a p l a i r o t i Ed Email:

Paul.adamson@contourhousing.co.uk

Tel:

0845 602 1120

Address:

Editorial Panel, Contour Homes

Lifestyle

Freepost RPAU-JBLE-CUJX, Quay Plaza 2 1st Floor – Lowry Mall, Salford Quays, Salford M50 3AH

2

CONTOUR HOMES

iNSIDE

CONTOUR HOMES

iNSIDE

3


Customers

contour news

Customer Profiling

“ ! a h A , u o y g n i w o n K e m g n i w o n K “ As Alan Partridge might say!!!

Smoking Policy

No Smoke Without Fire On the 1st July a new law comes into force that makes virtually all public spaces and work places smoke free. A lot of people know that pubs and restaurants will be going smoke-free but

Although Contour was only formed 3 and a bit years ago,

the law actually covers all workplaces

many of you have lived in your homes for over 20 years.

and puts a duty on organisations to

This is because Contour was formed by merging two

protect customers and staff from the

Housing Associations that were over 25 years old.

effects of smoke.

This means that some of our records are out of date.

At Contour we are introducing a new

We need to know about you so that we can make sure that

policy to ensure that we comply with the legislation.

we deliver services that are tailored to meet your needs.

The policy will come into force on 1st July and the following

So later this year we will be sending you a form that will

principles will apply:

ask about people in your household, ages, ethnic origin, whether you have a disability and so on. We will be using some brilliant technology that will allow us to scan your returned form directly onto our computer system and hey presto we will have much more accurate data! Forms will be sent out to all residents in the next few weeks. We will send out the form every year so that we can keep things updated.

• Contour staff and contractors are not allowed to smoke whilst on duty and smoking breaks are not permitted. • Smoking around entrances to our offices will not be allowed. This includes car parks, pathways near offices, entrances to buildings and fire exits. • You are free to continue to smoke in the comfort of your own home however if we visit we ask you not to smoke whilst we are in your home. We recognise that this is a big change for a lot of people but we hope that you will co-operate with us to ensure that we uphold the law. In order to help raise awareness of the new law we will be putting up ‘No Smoking’ signs in all our offices, in communal areas and in our company vehicles.

4

CONTOUR HOMES

iNSIDE

CONTOUR HOMES

iNSIDE

5


Repairs

Business Plan

Business Plan New Assured Tenancy Agreements Every year Contour Homes produces a plan to help us

complicated history of Contour we have a variety of

focus our efforts and make improvements to the services

tenancy agreements in use. We are aiming to develop a

we provide.

new Assured Tenancy Agreement for all new tenants.

This year’s plan was approved by Contour Homes Board in May and is divided into three sections: • Effective and Efficient Services

We will be encouraging all existing Assured Tenants to • Decent Homes and Decent Neighbourhoods

One Call = Job Done In the last issue of iNside we reported

responsible for delivering the

We have also recruited two new

that a conference had been held to

improvements. It will be monitored at

surveyors on a temporary basis.

bring together contractors, Contour

the Contractors’ Forum which meets

They will be carrying out checks on

staff and tenants to discuss improving

every month and is attended by all

repairs completed by our contractors

our repairs service.

our contractors, senior staff and

to check that you are happy with the

We have taken all the ideas generated

resident representatives.

standard and quality of the work

at the conference and put them into an

It will also be monitored by our Day to

Action Plan. If you would like a copy of

Day Repairs iN Panel. If you would like

We know that for most of you day to

to join this panel please call the

day repairs is the most important

Customer Service Centre. The Action Plan is 10 pages long (we came up

• Quality of work instructions • Communication

Customer Service Centre and ask to be put through to Rebecca Day.

The plan contains a number of actions and includes the

Please note that if you have a Secure Tenancy Agreement

introduction of new tenancy agreements. Because of the

with us then your agreement will not change.

doing and we use this feedback to We have had a few changes in staff

help us manage our contractors and

recently and we have recruited Steve

improve our service. If you have any

Partner who is now responsible for

comments to make, good or bad, about our repairs service why not

service. Steve has nearly 30 years

drop us an e-mail:

• Policy

experience of running repairs contracts

mail@contourhousing.co.uk or

The Action Plan gives timescales for

so we are very pleased to have him

telephone the Customer Service

the improvements and sets out who is

working for us.

Centre on 0845 6021120.

iNSIDE

new Assured Tenancy Agreements over the summer.

to receive feedback on how we are

managing the day to day repairs

CONTOUR HOMES

• Doing More for More People.

service we deliver. We are always keen

• Ownership of jobs

6

sign up to the new one as well. We plan to introduce the

carried out.

with lots of really good ideas!) and is divided into sections dealing with:

tenancy agreement is completely up to date with recent legislation.

update

the Action Plan please call the

The main reason for this is to make sure that our

CONTOUR HOMES

iNSIDE

7


Respect Agenda

… t c e p s e R The Respect Standard The Government has produced a Respect Standard for Housing Management which sets out clear expectations for social landlords. Landlords are asked to sign up and show a public commitment that they wish to help deliver a culture of Respect. We are committed to signing up to the Standard in as many areas as possible.

What’s Respect about?

Children from Callon, Preston learn respect with Callon Kids Community Club

The Respect drive is the Government’s strategy to tackle bad behaviour and to nurture good behaviour. We all have a role to play in this and at Contour we want to help create a modern culture of respect. We want the communities where we work to rarely suffer

The 6 commitments

from antisocial behaviour and where there are problems they are tackled effectively and swiftly. We know we can

There are six commitments in the Standard:

not do this alone and that we need the support and assistance of all agencies to create communities that live

1. Accountability, leadership and commitment

in peace together. It’s not however about going back to

This means that landlords should be doing all they can to

the past or returning to the days of ‘knowing your place’.

create a culture of respect. We aim to ensure that everyone in the organisation understands what it will take to make a positive difference.

How you can help promote Respect: • Write an article for your local group about promoting culture of Respect in your neighbourhood. • Organise a community event to encourage your neighbours to get involved in promoting Respect. • Organise a community led clean up of your estate or local park. Ask other services to work with you. • Include Respect as an agenda item for your next Residents' meeting.

8

CONTOUR HOMES

iNSIDE

2. Empowering and reassuring residents Nobody knows better than the community what it wants

4. Tailored services for residents and provision of support for victims and witnesses. We know that making the first move to complain is difficult and stressful. We hope to make it as easy as possible for people to report issues to us in confidence and with the knowledge that they will receive ongoing support whilst the case is progressing. 5. Protecting communities through swift enforcement There are a wide range of tools available to deal with

and needs. We aim to communicate regularly with all our

antisocial behaviour. We will use these where appropriate

residents using a number of methods including meetings,

to protect communities quickly.

newsletters and leaflets. 6. Support to tackle the causes of antisocial behaviour. 3. Prevention and early intervention

We will always take action to protect those who are

It is better to deal with problems at an early stage, or even

experiencing these problems. However, we also need to

better, stop them occurring in the first place. All new

deal with problems in the long term. Support programmes

tenants will be informed of our expectations regarding their

can often help to alter people’s behaviour for the better

behaviour when they are given the keys. Problems will be

and get them to recognise the affect their poor behaviour

dealt with efficiently and effectively.

has on other people’s lives.

CONTOUR HOMES

iNSIDE

9


Awards

Residents Rewarded By Government For Standing Up To A ntisocial Behaviour Residents from Contour Homes’

Park who refused to just give in and

The residents set up their own ‘support

“The residents at Kelton Park are to

has been installed at the Liverpool

Kelton Park Estate in Aigburth,

accept antisocial behaviour.”

and report’ group which meant that

be applauded for their hard work,

office. The post box is a great

every incident was reported to the

commitment and persistence,” said

symbol of how everyone has really

area with the odd antisocial behaviour

police and residents supported each

Eddie Vickers, Area Manager.

thought about tackling ASB in the

incident. However, on New Year’s Eve

other in their stand against the hooligans.

An important part of the work has

area. It’s been deliberately placed

last year the estate found itself being

Their persistence paid off when they

been the ‘soft’ approach to policing.

in a place where residents can’t be

targeted by youths who were causing

successfully applied to have Kelton

PCSO, Karen Sherman explains,

spotted whether they’re using the

Resident Association Chair, Marjorie

significant vandalism and residents,

Park included in a Section 30 dispersal

“The idea of the beat is to build

Contour suggestion box or the

Atherton, accepted her award and a

particularly the elderly, felt afraid to

order. Section 30 of the Antisocial

community relationships. Kids get to

Police post box. It also allows

cheque for £1000 to spend on further

leave their homes.

Behaviour Act 2003, provides the Police

know you on a friendly basis and it

people to post something without

We provided advice and support by

with powers to disperse groups of two

dispels illusions that you are there to

fear of being singled out, which

hosting Police surgeries.

or more persons and to return young

tell them off all the time. It becomes

could be the case if a Police

Police Community Support Officer

people under 16 who are unsupervised

easier to reason with them.”

officer was to be seen visiting

(PCSO), Karen Sherman and Police

and behaving in an antisocial manner in

Other important ongoing pieces of

“When we found out we had won this

Officer, Zoe Shuttleworth were a key

public places after 9pm to their homes.

this work are the Police surgeries

All in all some fantastic teamwork.

award we were all over the moon,” said

part in helping the residents deal with

If they return to the same place within

and the confidential reporting

Well done everyone at Kelton Park

Marjorie. “This is for everyone at Kelton

the problems.

24 hours they can be arrested.

Police postbox (pictured) which

and the local Police.

Liverpool, have just been recognised for their efforts in tackling antisocial behaviour and working to create safer communities at a special awards ceremony in Birmingham.

community work from Joe Tuke, Director of the Respect Taskforce, on behalf of her friends, neighbours and resident group.

10

CONTOUR HOMES

iNSIDE

Kelton Park had been a quiet residential

their property.

CONTOUR HOMES

iNSIDE

11


area updates

Av enQuest, Preston

Police Surgery

AvenQuest ASB Action Line In an attempt to combat acts of antisocial behaviour,

Preston

Callon Kids ABLAZE in Preston Caribbean Carnival

AvenQuest staff have been working closely with the Police

The local

and local residents to develop an ASB Action Line which is to

Community Beat

The CKCC is a highly successful volunteer led youth

be run direct from the AvenQuest Office.

Managers and

group which Colin Makinson of Contour Homes founded

The action line will enable residents to contact the AvenQuest

Police Community

and continues to co-ordinate. ABLAZE is another local

office and leave a message in connection to any antisocial

Support Officers

youth group who work closely with the CKCC on local events and projects. This year the theme for the

behaviour issues they

now have a desk in

are concerned with or

the AvenQuest

have witnessed.

Office from which

‘Free as a Bird’. A fabulous day was had by all and the

Messages can be left

they hold Police surgeries.

costumes looked amazing.

anonymously but if the caller would like to discuss the matter

procession focussed on freedom and the abolition of slavery. The theme of the CKCC and ABLAZE float was

Local residents are now able to drop into the

Preston Carnival is arguably Preston’s most diverse event

office and have a chat with an Officer in

attracting around 20,000 participants. It is a wonderful

complete confidence.

opportunity to bring together social, ethnic, cultural and

further they can leave

geographic groups who would otherwise never meet. It is a

their name and

Residents can discuss any issues of concern with

number and a

local Police Officers. The Officer may also be able to

member of staff will

raise the concerns at the monthly Police and

local young people from the many communities which

contact them to

Community Together (PACT) meeting to enable

make up Preston City. This year the event took place on

obtain more details.

the issue to be open for a full discussion with

Sunday 27th May and was yet again a huge success.

other residents.

This year the Callon Kids Community Club (CKCC) worked

platform for anyone who wishes to promote the essence of all that is positive about Caribbean Carnival and in particular

together with ABLAZE to enter a float in the procession.

Preston

Community work to BRAG about… My name is Adam

engage both children and adults in fun educational activities.

The main purpose of the project is to provide a range of

For young people the Dream Scheme develops:

Wadie. I am twelve

Throughout the year, the committee of BRAG seek funding

activities and support in the community to meet the needs of

• Sense of responsibility

years old. I have

for such events. On the 24th February 2007, BRAG

children, young people and the families that live there.

been living on

organised a pot planting and recycling awareness event

The scheme works by children and young people earning

Maple Crescent,

with help from Groundwork. All who took part enjoyed

points by doing a variety of mini projects which can be spent

Preston since

themselves as they planted brightly sprayed heathers and

on trips. Work projects could be around the environment

September 2004.

completed a recycling booklet and quiz. Everyone received a

(clearing rubbish, gardening), social and creative (baking,

I am the Youth

goody bag filled with treats and recycled stationery. Now the

visiting the elderly, fund raising) and finally personal

Ambassador and

summer is on its way we are looking forward to more

development (healthy eating, first aid)

Secretary for Bow

activities and events and hope that more tenants participate.

Lane And Maple Crescent Residents Action Group (BRAG).

Adam Wadie, Aged 12yrs

The aim of BRAG is to develop community cohesion and to

(Resident of Maple Crescent, Preston).

12

CONTOUR HOMES

iNSIDE

Why not get involved with The Dream Scheme in Pentwortham? (personal and community) • New skills • Team work • Helping others • Social skills • Understanding the principle of working to earn. If you live in the Pentwortham area and would like more information please contact:

The points earned can be used to attend organised trips

Suzanne Simpson, South Ribble Council.

which include swimming, theme parks, cinema, horse riding

Tel: 01772 625377 or

and outdoor activities to name just a few.

Email: ssimpson@southribble.gov.uk

CONTOUR HOMES

iNSIDE

13


Bolton

Rivers, Bury & Blackburn

Focus on: The Income Management Team at Bolton

Safespace

Rivers’ Garden Club The photograph shows some members of the Rivers’

A Bolton family are celebrating after Contour installed an

Garden Club which meets every Tuesday morning

innovative solution to their problems. Kelly Slater and her family,

from 10am til 12 noon in St. Michael’s old church hall

who live in Hypatia Street, had suffered years of sleepless nights

on Ribble Drive. They have been learning about and

as her son, Rhys, suffers from severe autism. Rhys needs

preparing hanging baskets.

constant caring and for many years has only slept for 3-4 hours per night.

HEART Committee

Contour have helped

The HEART Committee continues to meet and work

install a “Safespace” in

on behalf of all residents and tenants of the Rivers

Rhys’ bedroom. This

(Hillock) Estate.

From left to right: Harry Creegan with Alan Cooper standing behind him, Community Warden Lois Rickerby, crouching is Jackie Ashworth, Joan Lund, Tutor Janice Wright, Dot

looks like a sturdy tent

HEART has managed to secure over £23,000 of funding

secured to the walls

Fentem, Marie

for the benefit of the estate. HEART have worked closely

and ceiling and gives

with Rose De (Bury MBC Area Co-ordinator for

a safe environment in

Whitefield and Unsworth) and Karen Vickers (Contour

which Rhys can sleep

Housing Regeneration and Funding Co-ordinator).’

and play. For the first

Jeffries, Hilda Creegan, Anne Smith and Fabiola Taylor

The money obtained is as follows:

time, both Rhys and £7,000 from the Local Network Fund to provide

Rachel, Dave, Sandra

night’s sleep.

Bolton’s Income Management Team work hard to help

The “Safespace”

residents who are in rent arrears and have extensive

has attracted a lot of

£6,600 was obtained from Cleaner, Greener, Safer

knowledge of the range of benefits available.

attention as it is the first one installed in the Bolton area.

Fund to provide the footpath across Boz Park linking

Rockliffe Street, Blackburn

Broadhead Walk and Croal Walk with Tonge Close.

The general let stock on

£8,000 has been granted from ‘Awards For All’ which

Rockliffe Street comprises

is part of The Big Lottery. This money is for picnic

of Yates Fold, Cobourg Close, Honeyhole and Smalley Way.

tables, benches and dog poo bins.

Recently it has been identified by Karen Vickers, Funding

£1,550 from the Community Development Fund to

and Regeneration Co-ordinator, that the Rockcliffe Street

fund the Garden Learning Course.

region is in an area that can attract several types of funding

Kelly can get a full

multi-sports activities during school holidays for the over sevens.

The Income Management Team has been through a number of changes in the past year and has seen some new faces come to the team.

Furnished Tenancy

Last year, Dave Hogan joined us from St Vincents

Starting out on your

Housing Association. Dave works with our longest

first tenancy can be

serving member of the Income Management Team,

a costly affair.

Graham Henshaw, working with residents in North

Now thanks to a

Bolton, covering Halliwell, Breightmet, Ladybridge

new partnership

and Bradshaw

with Bolton

Rachel Boardman and Sandra Eden cover the South Bolton region. Both Rachel and Sandra have worked for Contour for a number of years although both are new to the Bolton office. Rachel has spent the last three years working at the Leyland office delivering a full range of housing management services to approximately 200 residents. Sandra will also be well known to many residents having previously worked at Salford, Middleton and Rivers.

Eric Riley, HEART Chair said, ‘We have been very busy and successful. We would still like more tenants and residents to be involved with HEART and any

Rockliffe Street Residents

sources. This means that projects put forward by a community group or residents’ association are more likely to secure money than if based in another area.

volunteers will be

This is a very exciting time for residents on Rockcliffe Street,

made extremely

three of our residents are particularly pro-active with at least

welcome. If anyone

10 people already registering an interest in setting up a

in Bolton can

has any suggestions

residents’ association with Contour representatives.

benefit from a new

as to how our estate

The main object of meetings currently between Lesley Riley

Furnished Tenancy Scheme. For just £15 per week (which

can be improved,

(Housing Management Officer), Nicola Kearsley (Assistant

is covered by Housing Benefit), Bolton Community Homes

please inform any of

Housing Officer) , Rebecca Day (Resident Involvement

will provide carpets, beds, living room and kitchen

the Committee

furniture. For further details, please contact the Bolton

members or myself.’

Office 0845 602 1120 or mail@contourhousing.co.uk

New Members Always Welcome - Tel: 0161 766 8385.

Community Homes, residents

Co-ordinator) and Karen Vickers (Funding & Regeneration Eric Riley, Chair of HEART

Co-ordinator) is to identify what it is that residents want from the estate, and how it can be improved. For further details contact Lesley Riley on 0845 6021120

14

CONTOUR HOMES

iNSIDE

CONTOUR HOMES

iNSIDE

15


Middleton, Rochdale & Oldham Shelter Inclusion Project/Family Intervention Project (FIP) April saw the launch of the Rochdale Families Project provided by Shelter. The scheme aims to provide intensive support for families with a high level of antisocial behaviour. It aims to address the root causes of the behaviour based on a multi-agency approach for families with complex needs. The main referral criteria are: • There must be children between the ages of 0 and 16 in the household

Communication at Coldhurst

Avenues and Hollins, Oldham

Philosophy for children for adults The exceptionally successful

experienced in facilitating

‘Philosophy for Children’ reported in

Philosophical Enquiry.

the last issue of iNside has been

The group discussed issues relating to

extended to local residents groups.

their communities. Topics of

magazine), the Middleton Office team submitted a bid

The Clarkwell Community Partnership

discussion included youth issues,

for funding for the provision of three notice boards

Group and the Avenues and Hollins

noise nuisance, rubbish and ASB.

Tenants and Residents Association

Members of the Clarkwell Group also

met on 16th April at Clarkwell Tenants’

provided a buffet of traditional Asian

Hall in Coldhurst. The meeting was

cuisine which went down very well.

We are pleased to report the funding request was

chaired by Lynne Thorne from

The tenants and residents from both

to the Avenues and Hollins estate once

successful and the new boards are now in place.

Limeside Primary School who is

groups enjoyed the event so much that

the Tenant’s Hall has been completed.

Following the extensive effort put in by the Coldhurst Hall Residents Association and Contour, (see Spring

as a centre of community communication for residents.

the tenants of Clarkwell have been invited

• Families must agree to the referral

Contour Goes Green!!!

• Families must be at a real risk of having a sanction imposed like eviction or imprisonment In Rochdale, Shelter also runs the Inclusion Project. This service is for people accused of antisocial behaviour. It is a

Limeside Park is located in

gave people the opportunity to plant their own seeds and

the centre of the Avenues

take them home.

and Hollins estate. The

free service including support on parenting, housing advice,

park was susceptible to

help with debts, help to change behaviour. This offers a

drainage problems, which

lower level of support than the FIP. It aims to help people

meant it could not be used

remain in their homes rather than lose their tenancy and is

to its full potential, leaving

open to those with or without children. If you have received

the local community

a warning letter about the behaviour of you and/or your

frustrated at the lack of

family and had complaints made about you, you may wish

recreational amenities and facilities in the area.

to seek support from this service. The contact number is

Contour worked closely with the community and was

01706 523323.

successful in obtaining SRB money (government funding) to

Shanine Meadowcroft, Community Development Worker, at Contour and John Walsh, Community Caretaker, are always on hand to talk to you about any ideas you may have regarding future community projects in the Hollinwood area on 0845 802 1120 or Shanine.meadowcroft@contourhousing.co.uk

drain the park. The works were recently completed and

Wren Gardens

Respect Agenda Day In March this year, a Respect Agenda Launch Day was held

Funding has been secured to provide security

on Langley estate in Rochdale. This was to raise awareness

fencing around the car park area close to Wren

of the Government’s ‘Respect Agenda’ with local residents.

Gardens, providing peace of mind to local residents.

The event was organised by Bowlee Park Housing in

In recent months the area had become a hot spot for

conjunction with a number

antisocial behaviour for local youths. The area has now been secured with the provision of metal fencing but still allows access to tenants and gardeners.

16

CONTOUR HOMES

iNSIDE

of other agencies. The message being delivered to the community was about promoting a culture

community events are already being planned for the summer. Contour has had a stall at Oldham Carnival on 23rd June 2007, displaying the work which has taken place on Limeside Park. We also ran a pottery taster session, which

Environmental Walkabout Terry Gavan, Deputy Area Manager at

attention such as broken glass and litter,

Avenues, hosted an estate walkabout on

pot holes, blocked gully grids, graffiti,

29th May 2007. The walk was attended by

broken signs and rubbish bins.

Councillor Jean Stretton and representatives of our Local Authority

of respect, showing

partners, Parks and Open Spaces, Street

consideration for others

Scene and Highways.

as well as tolerance and acceptance.

The areas for attention were agreed between the group and responsibility for each issue and timescales for completion of tasks were drawn up. It was agreed

Contour Homes’ continuous

The group made an inspection of the

that the walkabout will take place every

improvement programme to make your

area, noting items that required repair or

two months. Terry added, ‘This is part of

area a safer, cleaner, greener place to live.

CONTOUR HOMES

iNSIDE

17


Manchester, Trafford & Salford

Stockport, Handforth & Liverpool

Hi from the Salford Team at Contour

Stockport Contour Signs up to Respect!

This is our first attempt at a page dedicated to what’s going on

Manchester and

in our neighbourhoods. We thought we’d start off by

everything in Trafford

introducing ourselves to you. The names and the faces are well

except Ridgeway Park.

landlords. By signing up to the Standard Contour are making a public commitment to delivering good services to help stop antisocial behaviour and create a culture of respect.

known across Salford, Manchester & Trafford.

Paul Charnock will be

Strength in numbers

We have our Income Management Team, Anne McGrath & Hazel Waddington. They monitor rent accounts and help people deal with benefit problems. They have the difficult task of balancing our firm but fair approach to collecting rent and

managing all the

The Standard is extremely stringent and at Contour we

properties in the Lower Broughton

Members of the Stockport Housing Partnership, which includes Contour have signed up to the Government’s Respect Standard for Housing Management. The Standard is aimed at Housing Associations and Local Authority

Regeneration area. They deal with letting

service charges. All the other services covered by our team are dealt with by Tariq, Paul, Abi & Pearl. Abi Williams and Pearl Hickman will be responsible for all properties in Salford along with Ridgeway Park in Timperley. Tariq Juliani is responsible for all properties in

properties, nuisance cases and tenancy

Community Partnership

management. These people are the ones

Hazel and Anne

that you probably have the most contact with. You’ll have seen them undertaking scheme inspections, at resident meetings and generally out

recognise we cannot do this alone. By working together with the other members of the Stockport Housing Partnership we will be able to pool our resources, share good practice and work together to deal with the issues which affect our residents.

and local councillors. The meetings are chaired by residents.

A Spath Lane Community Partnership has been established. The purpose of this Partnership is for the local community to identify and set priorities for their neighbourhood. There are a number of different agencies involved, including the Police

The second meeting was held on the 17th May, where the terms of reference were agreed. Membership is already expanding with Groundwork and the Fire Service confirming their attendance for the next meeting.

and about at your scheme. I’ve sneaked my way into the picture as well. They had to put me somewhere. I’m Taranjit Dosanjh, the Area Manager and have overall responsibility for the services Contour deliver to you. We hope to use this newsletter to keep you up to date on what’s going on in the team.

Paul, Abi, Pearl, Tariq and Taranjit

Taranjit Dosanjh

Leave Contour with £100 Residents who leave their properties in Stockport, Tameside, Merseyside and Cheshire will be offered an incentive of £100 if they assist staff with a scheme to reduce the times that a property is left vacant after they move out. It is in all of our interests to reduce the

Full marks for new car park

number of empty of properties we have. Empty properties can blight areas and

improvement and creates lots of space. The contractors

parking spaces thanks to successful consultation between

worked really hard and well and we have got to give them

their residents committee and Contour’s Technical

full marks. The car park has been transformed without any

We are now encouraging tenants to let

Services Department.

problems and on time.”

our contractors carry out any necessary their keys at the end of their four week notice period. If they allow us to do this

Landscapes Ltd. Works involved the removal of carefully

and leave their property clean and

selected areas of grass verges to limit the impact upon

tidy they will be given £100 as a

existing landscaping and protect all trees within the grounds.

leaving present!

The project was funded from the scheme improvement

Early indications are that this is proving

monies. The works were well received by the Committee. Mr Jim Chadwick, who is a resident and also Chair of the Tenant Liaison Group commented, “The car park is a big

to move in to our properties urgently.

work to their property before they return

to 16 spaces by Contour’s contractor, Groundwork

Jim Chadwick with Contours Andrea Kuvikova and Dan Thomson

On 16th May, a scheme inspection was held on the Spath Lane estate in Handforth. We were delighted at the turnout of 30 people. The contract gardeners and Macclesfield Borough Council were among them. The multi-agency approach proved really effective and things are already being actioned. We are in the process of feeding back to all residents involved. The Police and Fire Service have already confirmed their attendance at future inspections. In addition to this, we held a scheme inspection on 22nd May at Knowle Park in Handforth which was deemed a success by all. Further inspections will be held at other schemes throughout September 2007.

very often we have applicants who need

Residents at Eden Court, Burnage are enjoying 10 extra

The main parking bays at the scheme were extended from 6

Scheme Inspections

a success and if this proves to be the case we will be introducing this scheme across all of our properties.

Antisocial Behaviour The housing team have been working relentlessly over the past few months to address a number of difficult antisocial behaviour cases and the hard work has started to pay off. Within the last month we obtained a ‘Without Notice Injunction’ with the Power of Arrest attached. The resident in question was creating noise nuisance and was verbally aggressive to a number of residents. Since the Injunction has been in force the problems have settled down. The team are still in constant communication with neighbours to ensure the case is continually monitored.

18

CONTOUR HOMES

iNSIDE

CONTOUR HOMES

iNSIDE

19


Supported & Sheltered Housing Supported Housing Hello from Contour’s Supported Housing Team. We are based at Quay Plaza in Salford.

rent account on 31 March 2007 were entered into a

How your Feedback has Improved Services

prize draw to win £75. The 3 lucky winners are:

Your Feedback, Contour’s Response…

Prize Draw Winner! The Supported Housing Team ran a campaign earlier this year to provide an incentive for tenants to keep a clear rent account. All the tenants who had a clear

The team consists of: • Chris Langan - Head of Service. • Gill Long - Supported Housing Manager

Resident Involvement

Miss Brougham of Melbourne Court, Mr Tighe of

The Supported Housing Management Officers are:

At Contour Homes there are a variety of ways for you to provide feedback on

Thirlmere Mews and a gentleman of Richmond

the services you receive from us. We have a Menu of Opportunities that

• Gill Dignan who manages the properties

Avenue. Each person wins £75.

contains all the ways to ‘get involved’ and ‘have your say’. This ranges from

in Cheshire

service review iN Panels (makes improvements to each service), residents

• Margaret O‘Donnell who manages Bolton & Manchester.

Greenfield Court

The Resident Involvement Team at Contour also has a Consultation Guidance

• Mohsna Dawson who manages the Salford and

Procedure for all staff. This encourages staff to consult with residents and get

Rochdale area

their view on work that is being developed like ways of providing a service to

• Wendy Gamet manages properties in Tameside

residents and the policies and procedures that help to deliver them.

and Hyndburn & Ribble Valley.

Please see below for feedback on how we have responded to your

• Tracy Bourke - Supported Housing Administrator

views on services.

• Gail Rastelli – Extra Care Scheme Manager – Melbourne Court, Stalybridge • Debra Cowburn – Extra Care Scheme Manager – St Margaret’s Court, Blackburn

For many years, the Residents at Greenfield Court had

Our aim is to provide high quality homes which meet

wanted a meeting place on site, so when the Scheme

the specific requirements of residents with a

Manager Richard Harris approached Contour about taking

responsive housing management and maintenance

up the option to live off site, the Sheltered Team did a full

service. At each of our schemes residents receive

consultation with the Residents about the possibility of

support services which are provided either by our own

turning an existing flat into an office for the Scheme

staff or via partnership arrangements with statutory

Manager and a meeting room for the Residents.

and voluntary agencies. Following the consultation, and after a lot of hard work by all As well as providing extra care housing for frail older

involved, the meeting room was officially opened by the

people we also have a number of registered care

family of late Mrs Marchment, on 2nd February 2007 and

homes. Our supported housing also provides

named the “Marchment Suite” after Mrs Marchment, the last

accommodation for people with a wide range of needs

tenant to occupy the old flat. The intention is the

and disabilities ranging from people with learning

“Marchment Suite” will be used by the residents for

disabilities, mental health issues, physical disabilities,

meetings, activities and small functions.

ex-offenders, women fleeing domestic violence, people with alcohol issues and young people. Some

This request to move off site fits with Contour’s policy of

of our schemes have intensively managed twenty-four

moving to non resident scheme managers. When resident

hour care and support in small group environments for

scheme managers leave, we are replacing them with

residents with high level needs whilst others have low

non-resident members of staff. This makes the post less

level support tailored to the individuals need.

restrictive to the number of people who are prepared to

Over recent years our provision of supported housing has increased significantly, and we currently have in excess of 780 supported places spanning across

apply for Scheme Manager jobs as they now do not need to leave their existing accommodation. Moving to a non-resident service can offer savings for tenants as well. We at Contour would like to wish everyone at Greenfield the

fourteen local authority areas.

best of luck with this new phase in the Schemes history.

20

CONTOUR HOMES

groups to the Residents Conference.

iNSIDE

Your feedback

Service area

We did…

1. You said it was taking too long to get your call answered when telephoning Contour

Customer Service Centre

We increased staffing within the Customer Service Centre, which has reduced waiting times considerably.

2. You said it was difficult to resolve your query when calling Contour.

Customer Service Centre

We are currently working on plans to introduce a new telephone answering system called Auto attendant within the call centre. This will provide callers with various options about who they would like to be put through to depending on their query using their telephone key pad. Each option will have different staff attached to it which will have specialist knowledge and training within that area e.g repairs, lettings, rents etc. Residents have also assisted with the development of the system.

3. You said that you were not happy with the standard of repairs completed

Day to day repairs service

We have recruited 2 surveyors to inspect a percentage of completed repairs to make sure they are carried out in a satisfactory way by contractors.

4. You said that you were generally unhappy with the Contour day to day repairs service

Day to day repairs service

We have recruited a new head of service for the day to day repairs, Steve Partner along with a head of service, Graham Home, for major works (programmed maintenance). Appointment of new staff will increase focus on particular service areas and making improvements.

5. Sheltered housing tenants told us they were unhappy with the warden call service that was provided. Many schemes were not covered when scheme managers were off ill or on holiday.

Sheltered Team

We have radically increased the amount of schemes that are covered by the warden call system.

6. Sheltered housing tenants told us they were not satisfied with the standard of gardening and window cleaning services on their schemes.

Sheltered Team

We have reviewed the way we award, manage and monitor service contracts in these service areas. New contract management arrangements will be in place from October 2007 and will be linked to scheme inspections.

7. You said you were concerned with the way service charges were calculated as they varied amongst schemes and were not sure if it represented value for money.

Service charges

We have employed a project officer to review the service charge process. This will cover how we procure and manage service contracts, how we consult with residents and the quality of information we provide you with about your service charge. A working group of residents has been set up to assist with reviewing the procedures. Also as indicated in the last magazine residents will be involved in the interview selection process of contractors for gardening, window cleaning and cleaning services.

CONTOUR HOMES

iNSIDE

21


t n e m e v l o v n i t n reside

Website

Training and iN Panels

Free Training! Become a Journalistic Dynamo

Lead the housing world and join the debate in the comfort of your own home!

Want to write articles for the Contour iNside Magazine or a

consultation and make friends with other people across the

Income Management Needs You

North West without leaving the comfort of your own home.

The Income Management iN Panel looks at a whole host

There are currently 6 categories which you can create

of issues in relation to the collection of rent by Contour

topics for and post replies:

Homes, Rivers and AvenQuest.

4. Writing in plain English

• Consultation – Everything which is currently undergoing

Income Management is a core function for Contour.

5. Identifying picture opportunities

consultation is in here - have a look, have a comment and

The rent money collected from tenants pays for all the

6. Making newsletters visually appealing and eye catching

make a difference.

services, repairs and improvement that tenants receive. If

Having recently launched our new website we have also launched a discussion forum. We’ve checked out other housing group websites and we’re convinced we’re one of the first to provide this service for customers. This allows you as a resident to openly talk with other residents, share views, swap ideas, give us your feedback, view current

• Readers’ Panel – Forum for residents involved with the Readers' Panel • Everything but the kitchen sink – All other topics you'd like to discuss that aren't covered elsewhere • Swap Shop – Swap ideas and thoughts for community and resident groups • Bake your own – Submit your own news, articles and stories for our customer magazine - we'll put the best stories into our final printed copy • Rate your own - Rate up and coming stories for Contour's customer magazine and make a difference to what appears in the final printed version To add comments you’ll need to sign up by clicking the ‘register’ link at the top of the

page and then log in each time you come back to post. Everyone can see all the comments posted whether they’ve logged in or not.

newsletter in your local area but not sure where to start? Learn the secrets on the Free Resident Newsletter Training Day being run on Friday 26th October 2007, at Contour Head Office, Salford Quays, 10.30am till 4.00pm The course will cover the following areas: 1. Understanding your audience 2. Planning your newsletter 3. Structuring stories

If you are interested in attending please contact Rebecca

money is not collected, this can impact on things like

Frost, Resident Involvement Officer, for more details

improvements and of business like programmed works and

on 0845 602 1120 or e-mail

estate services or improvements. Tenants input into this

resident.involvement@contourhousing.co.uk

area helps us to shape our processes to be more effective. These procedures include methods of collection, court action and evictions. As well as the collection, Contour, Rivers and AvenQuest

We envisage that this is an important place for feedback but

are also committed to assisting on delivering on the

don’t worry it’s not a replacement for our other involvement

Governments new Financial Inclusion agenda. This aims to

channels such as the reading groups, conferences or

ensure that people have access to affordable credit, a bank

standard feedback like a letter or phone call.

account and face to face financial advice, as well as

The forum address is as follows:

opportunities for savings. You can influence our strategies in

http://forum.contourhousing.co.uk/

these areas through the iN Panel.

You can access the link through the resident involvement

If you are interested in becoming involved in the group at

webpages on our website, www.contourhousing.co.uk

any level and would like to know more, there will be an evening iN Panel meeting for potential new members on

We look forward to meeting you online!

Wednesday 18th July 2007 starting at 6:30pm, St Michaels New Church, Ribble Drive, Whitefield, Manchester, M45 8NJ. To book a place or for more information please contact Liz Turner, Area Manager on 0845 602 1120 or middleton@contourhousing.co.uk

22

CONTOUR HOMES

iNSIDE

CONTOUR HOMES

iNSIDE

23


lifestyle

Recipes

Get healthy, get fruity and CHILL this summer! We’re always enthusiastic to work with local communities and businesses, so this edition’s recipe comes from Morecambe’s coolest (and healthiest)

2

local smoothie, juice and coffee bar CHILL. Both of these are very easy to make, fantastically healthy for you and aren’t terribly expensive. If you find you make way too much you can just throw it in the freezer and keep it for another day. Tracey, owner of CHILL, has gone through 300 different recipes over the past two years to cut them down to her current selection of almost 30 fantastic

1

smoothies and juice cocktails, “all of the fruits can have a different positive effect for your body. Across the board though these can help improve your skin, hair, fingernails and digestion.”

A California Smoothie Ingredients

Health is a key approach of the bar and CHILL will

• A cup of strawberries

be shortly offering up a range of ‘superfoods’ such

• A cup of orange juice (200ml)

as goji and acai berries, which have numerous

• Juice from half a lemon

health benefits. CHILL already sells the ‘superfood’,

• A cup of strawberry frozen yogurt/ice cream

wheatgrass in 30ml shots which is said to contain approximately 92 vitamins and nutrients and is the equivalent of eating 1½ kg (3.3lbs) of vegetables.

4

3

Guide to preparation • Place all the ingredients straight into a blender or similar and mix for 30 seconds to a minute.

All of the drinks can be adapted to manage a

• Pour into a glass

diabetic diet and many of the home baked cakes

• Enjoy!

5

are specially tailored for diabetic customers. CHILL caters for external events and lunches too. CHILL can be found on the Morecambe sea front almost opposite the famous Eric Morecambe statue.

CONTOUR HOMES

iNSIDE

7

Ingredients • A cup of chopped melon (Honeydew or Cantaloupe)

229 Marine Road Central,

• A cup of raspberries

Morecambe, LA4 4BQ

• Juice of half an apple = 1/4 of a cup of apple juice (Cox Orange

Tel: 01524 424 381 or

24

A Spotless Fruit Combo

6

Pippin or other juicy sweet type of apple)

info@chillmorecambe.co.uk

Guide to preparation

www.chillmorecambe.co.uk

• Exactly the same as for a California Smoothie.

CONTOUR HOMES

iNSIDE

25


Gardening

Fun and Puzzles

Don’t hang around

get in bloom! Here are 10 tips to creating a fantastic hanging basket brought to you by Rivers Gardening Club. 1. Stand the basket on a large pot or bucket for support. 2. Place a liner in the basket. Examples include pre-formed liners such as foam, cardboard or fibre, sphagnum moss or re-cycled wool. 3. Line the basket with a 2cm (3/4 inch) layer of sphagnum moss. Place a piece of polythene over the moss. Place a saucer over the polythene. This will help to hold the liner in place and act as a reservoir for water. 4. Half fill the basket with moist potting compost and cut 3 – 5 slits in the polythene at compost surface level. Through each slit, push a trailing plant so that the roots rest on the compost and the top of the plant is beyond the moss layer. 5. Add more compost so that it is almost at the top of the

Feeling Fruity wordsearch Cut out and send in your completed wordsearch to us and you could win £50. Remember to include your name and address (and phone number if you have one). The address is: Paul Adamson, Contour Homes, Freepost RPAU-JBLE-CUJX, Quay Plaza 2, First Floor Lowry Mall, Salford Quays, Salford M50 3AH • Apple • Juneberry • Melon • Quince • Apricot • Kumquat • Orange • Rowan • Banana • Lemon • Papaya • Salak • Cherry • Lime • Pawpaw • Strawberry • Chokecherry

• Loquat • Peach • Tamarind • Grape • Lychee • Pear • Tangerine • Grapefruit • Mandarin • Pineapple • Guava • Mango • Plum • Hawthorn • Medlar • Pomegranate

M Y G N E E H C Y L J Z M K Z P M X L C X B G R B

X K T E N M P K P L U M N A M R K R C E D M T B P

N L K C G T B Q L O Q U A T N K X H G T M V Q N G

Q N R W H N B K N K P Z L N J G O N N K Z O L K R

N O L E M E A I T R B J V T R K O N N G Q G N T A

N G C F J T R R F X N T R A E K L X R F Q N G D P

C M J B P A B R O H F T L C D K D N I R A M A T E

W R W N D W Z P Y K C D H H Y J R E C N I U Q P F

Z V P N F T E N K V E E D G R E U G L W A F K T R

C H A B N T T G Z M R R Q K C N J N Q F R V C K U

R M E X Q M A J L R K D R F L I X Y E W R X A F I

K N P N F Y N K Y R X O L A M R Y T L B A W R U T

C B A P A P A Y A R W Z L P P E Z K V B E P K B G

X A R T Z W R K H A J D X R W G R L Z V Y R W Q T

W N G V Z T G R N B W M Z I M N K L S Q J T R A R

V A M L N H E W K E H R K C F A R T R M P L T Y P

X N B Y B N M E L P P A T O H T R L T N N D Z L X

R A W T C M O P Q K H K R T A A M L I M E Y W R R

J A R T K J P R U K C M P R W F P C K V W H K T T

M L E Z J A M M G J Z P Z B T Z W L L Z C X T M W

K V L P E K Q K W Z T D E J H P X Y P A Q K R L Q

N R G N G U K M W W T R W X O W L R E H B A G Y T

K T I Q A L L B D X R X D X R L T P Y Q N L X H N

V P Q T K L F H R Y N T T P N P Q T M T N A R W M

Q B X D J K M X T G N N M Z R C J M R W N S T P B

basket. Press down gently to compact the compost this helps retain vital water for the plants.

Spot the difference for kids – Rivers Gardening club

6. Plant a taller bedding plant in the centre, e.g. Geranium or Fuchsia. Plant other upright bedding plants around the central plant, e.g. Bizzie Lizzies, Begonias. Plant trailing plants around the edge of the basket, e.g. Brachycome, Ivy Trailing Lobelia. 7. Water the baskets thoroughly. Help get the plants established by keeping the basket in a greenhouse or near a sunny window for about two weeks before placing outside. 8. Water the basket every day during the summer. Do not allow it to dry out. 9. About six weeks after planting, start to feed with a liquid fertiliser every two weeks. If this is difficult to remember, add a slow-release fertilizer when first planting.

Spot the 10 changes and you could win £25 in gift vouchers. Ring the differences then ask an adult to cut out and send in your entry to the address below. Remember to include your name and address and your age. Contour Homes, Freepost RPAU-JBLE-CUJX, Quay Plaza 2, First Floor Lowry Mall, Salford Quays, Salford M50 3AH

10. Trim regularly to keep the plants in check, and snap off dead flower heads to keep plants flowering throughout the summer.

26

CONTOUR HOMES

iNSIDE

Last Issue Winners: Winner of the iNside Survey was Thomas Thompson from Handforth. Winner of the Spot the Difference was 10 year old Siddiquh Aktar from Oldham. Winner of the Word Search was Mrs Beryl Duncan from Bolton

CONTOUR HOMES

iNSIDE

27


If you have any difficulty reading or understanding this publication, we can provide this copy in large print, Braille, recorded onto tape, or you could request a translation. Please contact our Customer Service Centre on 0845 602 1120 or mail@contourhousing.co.uk

Contour Homes would like to express their appreciation to the following people, without whom this Magazine would not have been possible: Adam Wadie, Alan Lancaster, Joan Winston, Len Lloyd, Malcolm Shaw, Marjorie Atherton, John Atherton, Jean Esteban-Garcia, Margaret Conway, Myra Mithell, Theresa Hargreaves, David Harrison, Caroline Healey, Kitty O’Neil, Amanda Jackson, Karen Sherman, Rivers Gardening Club, Jim Chadwick and Eric Riley. If you have a comment about the Magazine, our service to you, or any housing related subject we would be delighted to consider it for publication in a future issue of iNside. You can send your contributions to Paul Adamson at Contour Housing Group Limited, Quay Plaza 2, First Floor - Lowry Mall, Salford Quays, Salford M50 3AH. Alternatively you can email them to paul.adamson@contourhousing.co.uk Please, don’t forget to include your name, address & telephone number.

Head Office: Quay Plaza 2, 1st Floor - Lowry Mall, Salford Quays, Salford M50 3AH. Tel: 0845 602 1120. Fax: 0161 745 9393 www.contourhousing.co.uk Contour Homes is an industrial and provident society (registered No. 23607R) with charitable status. A member of the Contour Housing Group.

Contour Homes iNside Magazine Summer 07  

Contour Homes iNside Magazine Summer 2007. Regeneration & community initiatives from social housing provider in the North West - accompanie...

Read more
Read more
Similar to
Popular now
Just for you