Shout it from the Rooftop Summer 2018

Shout it from the

EDITION 91 SUMMER 2018

Magazine

Fire Safety Page 6-8

WYCHAVON Rooftop Volunteer Awards Page 20-21

Care Carer r

miilly Fa muyy FaG Guy

Rooftop’s Royal Ascot Day Page 30

Loan Shark Week a e a is e n is y gn og co a ec C u rr e ou yo n28-29 an CPage

? k? rk ar ha ll o sh n s an oa

Emergency repairs and anti-social behaviour can be reported even when we are closed.

Call us free on 0800 0421 800 or visit our website at www.rooftopgroup.org WYCHAVON WYCHAVON

To report a loan shark call the 24/7 confidential hotline on 0300 555 2222 •

Parsons Gardens, set in the picturesque Cotswold village of Broadway, is a stunning development of 50 spacious 1 and 2 bedroom apartments and bungalows, providing homes and care & support for over 55s.

For more information call 01386 420800 or email: sales@rooftopgroup.org

SOMEONE’S KNOCKING

AT YOUR DOOR…!

When her Neighbourhood Officer, Tommy Collins knocked on her door she was only expecting this to be a routine inspection.

This was definitely not routine, and Tommy was not inspecting the property, this was our cover to surprise one lucky resident with a cheque for £1000!

This year we ran a £1000 prize draw with every resident who had a clear balance at the beginning of April being automatically entered.

The surprised resident, and lucky winner of a £1000 cheque was Miss J Porteous of Evesham who could not believe she had won. “I can’t think what I will do with the money” she said, “but with the summer holidays coming it will really help me and my son”.

We like to help make things better, and this was our way of giving something back to one lucky customer!

We may run another prize draw in the future, so keep an eye on your account and you too may be lucky enough to win with Rooftop!

IN THIS

ISSUE

Reducing Waste in our Communities page 4 Property M.O.T. page 5 Fire Safety and Prevention page 6-8 Together page 9 Rooftop’s Green Accreditation page 10-11 A Sustainable Commitment page 12 Building Better Opportunities page 14-15 Universal Credit page 16-17 HMS ‘New Systems are go!’ page 18-19 Rooftop Volunteer Awards page 20-21 Bishop’s Cleeve Closing page 23 Less Time Cleaning... more time Laughing page 25 Resident Annual Report page 26 Dedicated to Improving our Services page 27 Loan Shark Week page 28-29 Rooftop Events Gallery page 30-33 Puzzle Pages page 34-35

EDITION 91 SUMMER 2018

s g n i r b r a Z app e r o m n e v y ou e content!

We have been working with a company called Zappar to help bring you more exciting and interactive content!

Throughout this edition of the Rooftop Magazine you will find several codes like the one featured below, if you download the Zappar app and scan the codes throughout the magazine you will unlock more exciting features!

So, grab your phone and enjoy!

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REDUCING

WASTE

IN OUR COMMUNITIES We’re working with Blackminster Charity Roundabout to reduce waste in our communities.

If you have unwanted furniture Roundabout will collect it for free.

It will then be used to help those in need. All too often good quality items are left in properties (or outside of properties). Not only does it cost us to remove the items (money we could use to improve our services) but there are many people who have to move into a property with very little as they can afford it.

Our new working partnership with Roundabout will reduce waste and get essential items to those who need it most.

Roundabout are proud of the quality of the furniture they provide to those in need. They can only collect items that are in a clean and reusable condition and if upholstered comply with fire regulations.

You can contact them on 01386 833030 or through their web site www.roundaboutevesham.org.uk.

Roundabout deliver and collect furniture items across South Worcestershire, Redditch, Stratford upon Avon, West Warwickshire and North Gloucestershire.

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SHOUT IT FROM THE ROOFTOP

Property M.O.T. Our Neighbourhood Officers will soon be carrying out a programme of “property M.O.T” appointments across all of their patches.

The MOT is really nothing to be worried about, it’s our way of touching base with residents we haven’t seen in a while. We’d like to make sure all of your details are up to date as well as giving you a chance to share your experience of our services.

We will also chat to you about services we can provide which may interest you and talk about ways you can become more involved with Rooftop. For example, by joining in our activities or volunteering. If you have any ideas for community projects or events we’d like to know about these too.

EDITION 91 SUMMER 2018

We’ll ask you about the top three things that are most important to you as a resident so that we can focus on these in the future.

At the visit, we’ll carry out an inspection of your home. This will give you the chance to tell us about any outstanding repairs or work required. You can also use this opportunity to talk to us about any personal queries or concerns you may have.

If you would like to book one of these appointments in advance, please contact your Neighbourhood Officer, otherwise we look forward to meeting with you very soon.

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FIRE SAFETY AND PREVENTION YO U R H O M E

Every year, more than thousands of household fires are reported in the UK and more than 360 people die in these fires.

One in ten of these fire victims are children.

However, fire safety is not an issue that comes to our minds very often, as we go about our daily routine. Yet, in our homes, there may be dangers that can take lives and destroy our properties.

Rooftop take fire safety very seriously and employ experts to undertake Fire Risk Assessments in all our communal areas within our buildings every 4 years and review these annually. Any remedial works identified in these are carried out.

We are happy to provide a copy of the fire risk assessment for your communal areas if you wish to read it.

Rooftop employ a specialist company to check quarterly all fire alarms and six monthly emergency lighting in communal areas. In addition to these checks Rooftop staff also frequently carry out our own checks. We also attend Hereford and Worcester Fire and Rescue Housing Forum to share best practice with housing providers locally.

Most residential fire deaths occur because of inhalation of toxic gas

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SHOUT IT FROM THE ROOFTOP

Follow these safety tips

If you discover a fire

•

•

Plan your escape, if your home can exit your home, remember don’t tackle the fire yourself, get out, stay out, call 999.

•

Flats may have a stay put policy. You will be advised locally if this applies to you. In the event of fire, do not stop to get dressed or gather valuables. Seconds count - do not search for the family pet.

Smoke alarms are fitted your home, check weekly introduce Test it Tuesday. Report any damaged or missing smoke detectors to us by calling 01386 420800

• Make an action plan so that everyone in your household knows how to escape in the event of a fire • Take care when cooking with hot oil; use a temperature-controlled deep fat fryer • Never leave lit candles unattended • Ensure cigarettes are stubbed out and disposed of carefully • Never smoke in bed • Keep matches and lighters out of reach of children • Have your chimney swept regularly

What Residents can do?

• Take extra care in the kitchen: cooking accidents account for 59% of fires in the home

When considering fire safety within your individual home there are several things you can do to help protect yourself, family and visitors.

•

Understand the dangers Most residential fire deaths occur because of inhalation of toxic gas, rather than contact with flames. The tragedy is that many of these deaths could be prevented by taking a few precautions.

EDITION 91 SUMMER 2018

Take care when you’re tired or when you’re been drinking: half of all deaths in domestic fires happen between 10pm and 8am

• Do not plug too many appliances into an electrical outlet.

• Make sure that combustibles are not too close to heaters, stoves and fireplaces.

• Close your downstairs doors at night before going to bed. Any doors on automatic door closers should not be propped open.

• Teach your family that in a fire they must stay low to the floor to avoid smoke.

•

Passageways may be completely filled with dense smoke, so everyone should practice exiting on their hands and knees while blindfolded.

•

Train family members to feel any closed door on the exit route before opening. If the door is warm, open it slowly, and close it quickly if heat or smoke rushes in.

•

If you can’t use stairs and are on the ground or first floor you may be able to lower yourself from a window, use bedding to cushion your fall, don’t jump.

Consider a Home Fire Safety Checks Hereford & Worcester Fire and Rescue Service & Gloucestershire Fire and Rescue both offer free Home Fire Safety Checks to residents

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FIRE SAFETY AND PREVENTION YO U R H O M E

What is a Home Fire Safety Check?

How can I arrange a Home Fire Safety Check?

A Home Fire Safety Check is a visit to your home by a member of Hereford & Worcester Fire or Gloucestershire Fire & Rescue Community Risk team, who will offer fire safety advice to keep you and your family safe. Members of the team will also install smoke alarms where needed, and will encourage you to work out an escape plan specific to your home and circumstances.

This can be as simple as heading down the stairs, knowing where your keys are, unlocking the door and leaving the property.

This can make a huge difference if a fire breaks out in your home, particularly at night.

Contact Hereford & Worcester Fire Community Risk team on 0800 032 1155 for advice.

Who can have a Home Fire Safety Check?

Home Fire Safety Checks are free and are aimed at more vulnerable groups in the community including the elderly, people living alone and those with reduced mobility or sensory impairment.

If you think an elderly family member, friend or neighbour might benefit from a visit to get in touch and request one on their behalf.

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Or you can contract Gloucestershire Fire & Rescue on phone 0800 180 4140 to book a Gloucestershire Community Safety Advisors Safe and Well visit.

You can attend one of our Fire Safety Awareness Talks As part of our ongoing commitment to fire safety Rooftop arrange for Hereford and Worcester Fire and Rescue to carry out fire safety awareness talks, periodically at our older people schemes. These talks take part of our resident meetings & will also be attended by Rooftop Neighbourhood Officers or members of the Asset Management Team.

We are happy for any of our residents to attend these sessions, even if they do not live in the schemes. Session times will be advertised online or you can register your interest in attending a session by calling on 01386 420800.

SHOUT IT FROM THE ROOFTOP

To make the relationship between Rooftop and our customers clear, we have always had customer standards.

During the last couple of months, we have been reviewing our customer standards by researching what other Organisations do and consulting with our involved customers such as the Customer Panel. By doing this we realised that we needed to simplify our customer standards and establish a clear ‘adult/ adult’ relationship between Rooftop and our customers whilst operating in a more digital way.

The previous version of our commitment to customers was called the Golden Standards and was a lengthy 16-page leaflet.

The new Customer standards ‘Rooftop Together’ is now live on our website and can be found by visiting www.rooftopgroup.org/residents/together

Moving In how we work together when you move in

Living in your Community how we work together to build better communities

Repairs Responsibilities

It outlines what we will do as an Organisation but also what we expect from you in return and is split into the sections below: You can refer to this if you are unsure whether certain aspects of your tenancy are Rooftop’s responsibility or your responsibility without having to take time out of your busy day to contact us by phone or visit us at the office.

Rent what you can expect when it comes to paying your rent

Repairs and Gas Servicing how we work together to make repairs easy including some handy videos about how to complete basic repairs

Customer Service

Moving Out

what you can expect when you get in touch with us

how we work together when you move out

If you have any comments or queries, please contact Lisa Sutton, Neighbourhood Manager at Lisa.Sutton@rooftopgroup.org

which repairs are your responsibility

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Rooftop’s GREEN ACCREDITATION In 2015 the United Nations General Assembly paved the way to sustainable development by setting seventeen goals to work towards to help turn the global environmental crisis around.

These goals touch upon all aspects of sustainable growth including; communities, education, inequalities, the climate, energy, wellbeing, sanitation and poverty.

Rooftop Housing Group is committed to establishing environmental sustainability as a value embedded right to the heart of our organisation. Our goals are in line with the UN sustainable development goals which means looking at how we can positively influence our communities to not only promote sustainable behaviours, but

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to also tackle the wider issues associated with inequalities. Being sustainable means seeking every day to reduce our impact on the environment and enabling others to do the same. Together we can make a huge difference to the lives of local people by continuing to Reduce, Reuse and Recycle.

SHOUT IT FROM THE ROOFTOP

Sustainability is about a constant movement towards responsible consumption and production. We are committed to looking at our own carbon footprint and working to constantly improve the energy efficiency of our homes, our offices and our behaviours as members of the Rooftop community.

As a social housing provider our duty is around supporting people. We recognise that not everyone is born with equal opportunities and our role is to work to support those that find each day a struggle to make ends meet. We are here to create sustainable living environments to promote healthy lifestyles and improve social wellbeing for the current and next generations to come.

Rooftop is currently undergoing a review of our operating practices to understand how green and sustainable we really are. This will form a larger piece of work to gain an environmentally green accreditation, ISO14001. Changes you may notice fewer paper forms and leaflets and instead more online resources, emails and forums. That’s right, we are moving to a paperless office, saving the planet one tree at a time. All the paper that we do use is FSC certified meaning it has been sources sustainably. We were pleased to source some FSC certified benches for one of our recent community events!

EDITION 91 SUMMER 2018

WE REALLY DO MAKE EVERY EFFORT TO SOURCE SUSTAINABLY AND HOPE TO MAKE CONTINUAL IMPROVEMENTS TO OUR PROCUREMENT AND LIFECYCLE OF OUR MATERIALS. Rooftop have also recently made a pledge to remove single use plastics from our work place. We hope to see our general waste and plastic recycling gradually reduce as a result. We have all been moved by the images of plastic waste in our oceans brought to our screens last year by David Attenborough. Blue Planets success at portraying the real damage to our environment from single use plastics has created a wave of positive change when it comes buying mindfully and opting out of single use plastics. We hope this inspires you to do the same.

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A S U S TA I N A B L E

COMMITMENT “I recently joined Rooftop as a graduate of environmental sustainability.

I had been looking for an organisation that lives and breathes sustainable practices and was delighted to find Rooftop had embedded sustainability as one of it’s core objectives making sustainability a priority across the business.”

“It wasn’t long before I got a sense of how much work goes into ensuring we operate mindful of the impact our actions have on the natural environment.

Walking around the office you will find notices reminding staff to turn off lights, be aware of dripping taps, to recycle paper and turning appliances off standby when not in use. This was a great place to start my career looking to reduce the environmental impact of a company.”

“One of the greatest environment impacts identified across many businesses is vehicle emissions and Rooftop is no different. We have done a lot of work around support staff to step up work stations from flexible locations to reduce unnecessary mileage. As well as this, Rooftop have been exploring sustainable travel options to reduce the harmful emissions released as a result of our day to day routines. Carbon dioxide emitted through vehicle exhaust is extremely harmful to our Ozone, contributing towards global warming and poor air quality.”

“We are very pleased to announce that we now operate a completely electric pool car for all staff to use during their day as an alternative to their usual carbon emitting petrol or diesel cars. We can monitor the use of the electric car to see how much carbon emission has been saved by opting for a greener power source compared to the none electric alternative. Month on month we can keep a record of the energy we have used and the carbon dioxide saved. This is a great step forward in understanding and lowering our carbon footprint as a business and an exciting time to work in sustainability. Keep an eye out for us on a road near you!”

“Our aim is to make use of the new technologies available to become a greener and more sustainable place to work and be a part of the efforts to make our local areas healthier and more sustainable for the next generations to come.”

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SHOUT IT FROM THE ROOFTOP

Safe, secur e, easy pay by Di rec Are you moving from Housing Benefit to Universal Credit? Pay your rent by Direct Debit either monthly or weekly, and budget for the future.

• Have your circumstances changed?

• Have you moved over to Universal Credit?

• Universal Credit will be paid to you - you are

responsible for paying your rent.

• Budget and take control.

• Apply for Universal Credit online.

• Pay your rent by Direct Debit to coincide with

your Universal Credit payment.

• Call your Income Team on 0800 0421 800.

t Debit

G

SPEAKIN

Don’t be scared by Universal Credit. Register online at www.gov.uk/apply-universal-credit. You can keep track of your rent account by visiting our website www.rooftopgroup.org and clicking on ‘My Account’. If you haven’t registered for an online account before, complete the sign up form which is found on our website, and use the personal reference and validation code from your web access letter.

REA

DING

G

WRITIN

with

EDITION 91 SUMMER 2018

Last year we worked with Worcester County Council’s Library team to provide English lessons for our Polish communities. We practised speaking, reading and writing. The lessons were a big success so we’re planning more! Our neighbourhoods team are organising more lessons to be held in our Evesham office for residents. We have such a varied community that we are inviting all nationalities to join us.

The lessons are completely free, they focus on every day and work-related conversations as well as grammar, reading and writing. Better communication could open-up better work opportunities as well as making it easier to socialise and get our communities more integrated.

If you would like to ask about free English lessons please contact Neighbourhood Officer Tommy Collins on 07854717490 or email tommy.collins@rooftopgroup.org

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BUILDING BETTER OPPORTUNITIES WHAT IS IT? It’s a Worcestershire wide programme, funded by the European Social Fund and match funded by the Big Lottery Fund, focusing on employment and skills.

HOW CAN IT HELP ME?

WHAT HELP CAN I EXPECT?

It’s all about helping you move closer to or into employment, education or training.

From the day you and your Job Coach meet to the day you first get paid they will be on hand to support you to gain the skills you need to move into work. No matter where you are in your journey to work the Job Coaches offer the 1-2-1 support you need and by building on your own strengths help you achieve what you want to achieve.

Well that can be the first thing you and your Job Coach decide. It may include advice on careers, creating a CV, how to job search on line, interview preparation, researching local companies and opportunities, college and training courses. It can also include suggestions of volunteering opportunities, benefits advice or your housing issues. It may be transport issues you have, low confidence, illnesses, child care needs. Job Coaches appreciate everyone has different issues with finding work so their help is designed to help you.

HOW MUCH SUPPORT CAN I HAVE Job Coach support is matched to what you need. Job Coaches will look to meet you at least once a week. Where you and the Job Coach meet is up to you to decide what is easier for you and where you feel most comfortable.

DOES IT MAKE A DIFFERENCE? Well it has already to 88 Rooftop customers who have had a Job Coach work with them and those who have found work, increased their job searching skills, increased in confidence and are closer to starting work than they have ever been.

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SHOUT IT FROM THE ROOFTOP

MEET YOUR JOB COACHES.....

DARYL I’m Daryl, Job Coach and lover of golf.

I have been a Job Coach for around 4 years now, starting off in welfare to work delivering programs for the DWP such as Work Choice. I have worked with many different individuals with many different barriers to employment but mainly long term unemployed individuals with health concerns.

I am currently working on BBO1 which is designed to support individuals suffering with mental illness, dependency on either drugs or alcohol and homelessness into sustainable employment or training.

NICK I’m Nick, a football fan and currently learning to play the piano, a long term ambition of mine. I’ve been the BBO3 Job Coach for over a year now, the project focusses on supporting under 25s. My background is in supporting people with disabilities in the workplace, helping them to keep their jobs.

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WHAT YOU NEED TO KNOW ABOUT

UNIVERSAL CREDIT AND HOW IT WILL AFFECT YOU

The governments ongoing Welfare Reform programme means a reduction in income for many people. It’s important to find out how you could be affected so that you can start to organise your finances and avoid the risk of getting behind with your rent.

UNIVERSAL CREDIT IS COMING TO YOUR AREA SOON.

WHEN WILL I MOVE ONTO UNIVERSAL CREDIT?

Universal Credit has been rolled out through many Job Centre Plus locations already and Worcester (October 2018) and Evesham (November 2018) will join them.

Universal Credit is being rolled out over several years. So far, anyone who is single with no children will go onto Universal Credit when they apply for benefits. Over the next few years, Universal Credit will be paid to all people out of work, on low incomes with or without dependents, and anyone who is unable to work due to illness or injury for a short or definite period of time.

It is a new benefit to support you if you’re working and on a low income or you’re out of work.

It replaces these benefits and tax credits that you might be getting now. If you receive any of these benefits, or you have a change in your circumstances you will be affected.

Universal Credit is going to replace:

Child Tax Credits Income Support

Housing Benefit

Universal Credit Working Tax Credit

HOW IT’S PAID TO CLAIMANTS In the majority of cases, Universal Credit will be a single, monthly payment which is paid in arrears directly into the claimant’s account.

Universal Credit will include housing costs, which means that you will be responsible for paying your rent directly to us as your landlord.

Universal Credit can only be paid into a bank, building society, Post Office card account or current account with a credit union.

Jobseekers Allowance Employment & Support Allowance

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SHOUT IT FROM THE ROOFTOP

High Street, Evesham, orcestershire. WR11 4YD : 01386 420800 mail: UC@rooftopgroup.org

ONE PAYMENT

THINGS TO DO NOW

GET AN ADVANCED PAYMENT OF UNIVERSAL CREDIT

You will have to wait for over a month before you receive your money, make sure that you are covered.

• Your rent is your priority bill. By paying a little extra on your rent now you will protect yourself if your payment is delayed.

• Universal credit is claimed and managed online. If you don’t feel confident going online we can help direct you to help within your area.

• You will have to wait for over a month before you receive your money, make sure that you are covered.

• Universal credit payments are made in one monthly payment, you may have to change the way you manage your money each month. Draw up and work to a monthly budget. The Government’s Money Advice Service has a useful tool: www.moneyadviceservice. org.uk/en/tools/budget-planner • Make sure you have a bank, building society, post office or credit union account that Universal Credit can be paid into, and from which you can pay rent and other bills via Direct Debit.

Universal credit payments are made in one monthly payment, you may have to change the way you manage your money each month.

HOWEVER, SOME 18 TO 21 YEAR OLDS CAN STILL GET HELP WITH THEIR RENT: Universal credit is claimed and managed online. If you don’t feel confident going online we can help direct you to help within your area.

Paying rent is your priority bill.

By paying a little extra on your rent now you will protect yourself if your payment is delayed.

months. The repayments will be automatically deducted from your Universal Credit payments, so only ask for what you really need.

To get ready for Universal Credit:

CLAIM & MANAGE ONLINE Get an advanced payment of Universal Credit

If you need to you can apply for an advanced payment.

Please consider this carefully as you will need to pay this back over a maximum of 12

www.rooftopgroup.org

PAYED MONTHLY

RENT - PRIORITY

People receiving the rent element of Universal Credit prior to 1 April 2017 will continue to receive help until they move off Universal Credit or cease to claim those housing costs.

•

• • • •

•

•

People who are responsible for a child or young person.

Certain vulnerable people.

People unable to live with their parents.

Those claiming as a couple.

People who are not subject to all workrelated requirements for receiving Universal Credit.

People who are in work, subject to ‘minimum earnings’.

People who have recently left work, subject to minimum earnings (in this case the help is available for a limited period).

UNIVERSAL CREDIT WILL SOON BE LIVE FOR BENEFIT CLAIMANTS OF WORKING AGE IN YOUR AREA.

If you need to you can apply for an advanced payment.

Please consider this carefully as you will need to pay this back over a maximum of 12 months. The repayments will be automatically deducted from your Universal Credit payments, so only ask for what you really need.

This will change how benefits are calculated and paid to you, and you need to act now.

18 TO 21 AND CLAIMING UNIVERSAL CREDIT?

If you are not a Rooftop resident, or would like free independent advice, contact Citizens Advice by visiting www.citizensadvice.org.uk

Some 18 to 21 year olds claiming Universal Credit are not entitled to help with housing costs.

Your rent is your priority, we can help if you are struggling. If you are a Rooftop Resident you can contact the income team on 01386 420800 or email: UC@rooftopgroup.org.

If you are a single person with no dependents and no disabilities it will be unlikely that you will be able to claim Housing Benefit or the rent element of Universal Credit to cover your rent.

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NEW SYSTEMS are go...

In May 2017, Rooftop procured a replacement housing management system (HMS) to replace its current system which, has been in use since long before stock transfer way back in 1994. In May 2017 we awarded the contract to Aareon UK Ltd for their product, QL Housing.

Aareon UK Ltd are one of the leading providers of housing management systems in the UK accounting for over 5 million homes being managed through QL Housing.

The explosion in digital technology means that the current system is becoming a hindrance to the aims of the organisation and in particular, the desire to give customers and staff the ability to interact in a much more modern and efficient way.

A good example of this is our existing customer portal which allows customers to log a repair. What happens in reality is that a request made over the internet generates an email to a generic inbox. Staff at Rooftop have to constantly monitor for emails. When a request is received, that email is then converted into a job by a member of staff on our current HMS. More often than not, they have to phone the customer back to make the appointment.

This is because our system does not currently talk to our contractor’s appointment system. This is why we currently cannot offer appointments over the internet.

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With the QL HMS we are building it so that low cost, high volume jobs can be ordered, including an appointment, without the need for Rooftop staff to get involved. Via the mobile app or the customer portal, registered users will be able to use interactive software to identify the repair, raise the order and choose an appointment slot. Once submitted, all that information will pass seamlessly into the new QL system and automatically on to our contractors.

Staff will also benefit from the new technology.

An app will allow us to access customer details when we visit them and send data back to QL, quickly and easily via a tablet or smart phone.

Our building inspectors, for example, will be able to carry out inspections without the need to return to the office to raise the repair order. Using the staff app, they will be able to convert their inspection ticket straight to a works order there and then!

SHOUT IT FROM THE ROOFTOP

One of the main drivers for change is that the old system is simply not up to the job, accessing different parts of the system that do not talk to each other and having to use spreadsheets to hold certain information creates a very fragmented and frustrating experience for customers and staff alike.

As part of the implementation we will have a new Customer Record Management system (CRM). This will give us a much better view of our customers when they interact with us. Information on all key areas of a customer’s journey will be available at the click of a single button. The overview screen (as shown in the screenshot below) will act as a one stop shop, showing information such as previous contacts, rent balances and current repairs orders.

The single integrated database of QL Housing holds everything in one place, creating a CRM that will meet expectations of customers. Staff can see information from a single screen creating a consistency of service.

When a contact is created in the CRM, it fires actions and workflows, with timescales to them, to prompt staff to deal with them. It is fair to say that CRM is the central to our drive for improved customer service.

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You will also be able to contact Rooftop in new ways! We are currently building our text messaging service which give customers the ability to access information by simply sending a text to us. Being able to access your current rent balance or list of current repairs orders will be possible by texting the ‘balance’ or ‘repair’ direct into the database.

More details on this will be published in due course.

So, when does all this wonderful new technology go live?

Monday 29th October 2018 !!

(No pressure on the project manager!)

By John Sutton, HMS Project Manager

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Rooftop

VOLUNTEER

. . . s d r Aw a

As part of National Volunteers week Rooftop held an awards ceremony and thank you party to appreciate everyone who volunteers their time to help to deliver various services to our residents.

Volunteers at rooftop can get involved with lots of different things, we have digital connectors, helping people to get on line, exercise instructors, coffee morning facilitators, knitting instructors, bingo callers, walk leaders and people who support us generally with events and outings.

We also have younger person schemes in Gloucestershire which we are now looking to recruit volunteers to support our Health & Wellbeing Facilitator Catherine Benwell, to get activities spreading throughout the county to benefit our communities.

We will soon see the relaunch of Cherry Orchard Complex in Pershore, we are particularly looking for more volunteer support in this complex to engage residents in activity.

We are always open to new ideas for activities, if you have a skill that you think you could share with our older or younger residents, please do get in touch. We would love to hear from you!

Volunteers at Rooftop are appreciated, if you would like to find out more, please contact our Volunteer Coordinator Joanne Hoy on 01386 420800 or email joanne.hoy@rooftopgroup.org.

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SHOUT IT FROM THE ROOFTOP

Most Hours delivered in 2017/18 Edna Warren.

Unsung Hero - Clive Harrison.

Increasing Exercise Opportunities Sporting Hero - Will Pember.

Volunteer Party

Volunteer Will Pember

Enhancing the Business Chris Stockman.

Volunteering in partnership Dan Smith.

Volunteer Rose Woolf

Personality of the year Rose Woolf.

Intergenerational Projects Glenda Harrison.

Special Mention for supporting your community Mandy Grosvenor.

Keeping people Moving Sue Sharman.

Rising to the Challenge Danny Walker.

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Volunteer coordinator Jo Hoy

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New homes in the heart of Gloucester

BLACK DOG WAY

Bringing affordable housing to a regenerated city For over 12 long years, a former supermarket site in the centre of Gloucester stood derelict.

Now Rooftop are redeveloping this site, turning it into a stunning collection of homes as a gateway to the heart of Gloucester. We want to build houses that you can build homes in.

The development consisits of one and two bedroom apartments, set over 4 floors available for shared ownership and affordable rent. Contact us now for more information on how we can help you into your new home

Rooftop Housing Group, 70 High Street,Evesham, Worcestershire. WR11 4 YD www.rooftopgroup.org | sales@rooftopgroup.org

BISHOPS CLEEVE

CLOSING

To mark the closure of The Bishops Cleeve Office after nearly 70 years in service local resident Will Pember shares his and other resident’s memories.

For residents of a certain age, the closure of the office marks the last connection with Smiths Industries who had the estate, built for its factory employees.

With the expectation of the second world war looming, key companies were encouraged by the government to build new factories out of range of the German bombers and so began the association of Smiths Industries and Bishop’s Cleeve.

The transfer of key personnel from London required accommodation and so 476 houses were built during the late 40s early 50s plus shops, garages and the Green, followed by a pub and a church. As the site grew so did the number of properties with

a further 100 being built in the 60s. About a third of which were occupied by Smiths employees.

Built under the name of Bishops Cleeve Housing Association it would change hands again to Ceewood Housing Association.

Thursday was payday at the Factory and residents remember stopping by the office to pay their rent with rent cards in hand, recalling the smiling faces of staff members Lill State and Rose Ballinger, before heading to the Swallow Inn for a drink or two.

Shaftesbury Housing Group took over the estate and the office hours were reduced, with it finally being handed over to Rooftop Housing Group in 2006.

“Smiths Industries Factory”

“The Bishops Cleeve Office” EDITION 91 SUMMER 2018

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A slower paced, non-contact version of the ‘beautiful game.

Helping people to get active and become involved in a team sport

Evesham Wallace House Community Centre Oat Street, Evesham.

WR11 4PJ Wednesdays 2.00pm - 3.00pm

£2.00 per session

Pershore Pershore Leisure Centre, King Georges Way, Pershore.

WR10 1QU Mondays 1.00pm - 2.00pm

£3.00 per session

For further details contact Kayleigh Juliff on 07854 717431 / kayleigh.juliff@rooftopgroup.org or Will Pember on 07847676283 / william.pember@sky.com

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SHOUT IT FROM THE ROOFTOP

LESS TIME CLEANING

MORE TIME

LAUGHING...

We have found that residents who have moved into over 55s accommodation spend less time cleaning and more time laughing.

After interviewing residents to find out what life is really like in properties designed for the over 55s.

Most had left properties they had been in a long time because they had gotten unmanageable.

“I’d been there for 35 years,” explained Michael, “but I couldn’t keep up with the garden.”

One resident had experienced a bad fall leaving him wanting the security of communal living. Others had lost partners and found themselves feeling alone. One resident interviewed said it had taken the stress off his family as well. “They come around often, but when they leave they know I’m safe, it’s a weight off their minds.”

But all of the residents told of their new-found freedom. No longer struggling with chores, worrying about leaking pipes and over grown lawns. Instead they do things they enjoy. Knit and natter groups, poetry, trips to the sea side with friends, crafts, volunteering and seeing family. One resident runs a website and has written a book about his passion; classic motors.

“There are very few things that you can’t do.”

He said.

EDITION 91 SUMMER 2018

OTHER BENEFITS INCLUDE

• Properties are secure, easy to lock up and leave making travel easier.

• Having bills included means less worry about money • Group trips, clubs and activities • On site restaurant • Fitness suite Over 55s developments create more options for a life that’s tailored to you. At Parsons Gardens we’re creating 50 one bedroom and two-bedroom apartments and bungalows in the heart of Broadway.

To find out more visit www.Rooftopgroup.org or ring 01386 420 800 ext 246

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Residents Annual Report VOLUNTEERS

49 community

volunteers delivered 5,536 hours of service.

Rooftop contributed an average of 40p for each hour volunteered

Their expenses amounted to

£2,193

COMMUNITY FUND

8

Young People’s Fund

5

Successful Young People’s applications Value of successful applications

Community Fund

Value of successful applications

SUCCESSFUL COMMUNITY FUND APPLICATIONS

266

59

the total of new people were recorded as attending an event or activity.

of these were MOTs

ONE large scale review was undertaken on the Cost Sharing Vehicle (Repairs)

14

Customer Panel members

12

Attendees to customer training topics.

7

Members assisted with CSV meetings and follow up quality inspections on selected jobs

14

Independence at Home members

In November 2016 a training session on Regulation and Standards was held for 10 potential members; 5 were appointed to the REP.

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D E D I C AT E D T O I M P R O V I N G

OUR SERVICES R E S I D E N T E XC E L L E N C E PA N E L The REP is a small group of dedicated customers who undertake reviews of service areas and make recommendations for improvements.The current group have been working together for just over 12 months and have just started their third review which is on Mutual Exchange procedures.

They have looked at Repairs Responsibility; confirming if it is clear what the landlords responsibilities are and what are the responsibilities of the customer. This REP confirmed the need for better information and this can be found at Rooftop Together on the Website which answers the queries over who does what.

The review they recently completed was on Void Properties and their recommendations and implementation timetable have been agreed by the Audit Committee.

This review involved the REP members shadowing a number of colleagues involved in the Void process, visiting properties at various stages from pre-void inspections to viewing and sign up of new customers.

They interviewed a number of staff and customers and found out what other providers do.

Their role is vital in helping us understand the customer experience and making changes for the better. If you see notices on social media or the website on behalf of the REP asking for customers to contribute or undertake a survey please respond if you can.

The REP are also provided with training and there has recently been training sessions on Safeguarding for all levels of volunteers, including Board members, REP, Customer Panel and Community volunteers. The next training topic will be Equalities and Diversity.

EDITION 91 SUMMER 2018

LANDL

OR

D

?

TE

N A N

T

If you have had a mutual exchange in the last 18 months and would like to be part of the review by sharing your experience then please e-mail your contact details to hilary.deakin@rooftopgroup.org so the REP can get in touch with you.

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CAN YOU SPOT A LOAN SHARK. It might be a tempting offer with access to large amounts of money quickly and with no questions or references but this ready cash can come with many risks.

If you can answer yes to one or more of these questions you might be borrowing from a loan shark: • Did they offer you a cash loan?

• Did they not give you paperwork?

• Did they add huge amounts of interest or APR to your loan?

• Have they threatened you?

• Are you scared of people finding out?

• Have they taken your bank card, benefit card, passport, watch or other valuables from you?

It might be a tempting offer with access to large amounts of money quickly and with no questions or references but this ready cash can come with many risks. The amount that you borrow may not be a huge amount but the interest you do can be, and that can grow even bigger very quickly if you are late paying. This is not legal and these people providing illegal money lending are called loan sharks, they are the ones breaking the law not the people who borrow the money no matter what they may say.

Rooftop Housing Group and Wychavon District Council are currently developing a project to work with the Illegal Money Lending Team to raise awareness of Loan Sharks through a Bite Back Week. This week is planned as the first week in October 2018.

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We would like to work in partnership with the communities in the Evesham area to raise awareness of Loan Sharks and collect information about Loan Sharks who may be operating, particularly in the eastern European communities.

During Bite Back week, we will be door knocking and delivering leaflets in Evesham neighbourhoods that have a high population of Eastern Europeans. We will also be holding community events and displays in the area. Look out for Sid the Shark.

If you have a loan, or know someone who has borrowed money from a loan shark you must report them by calling the Stop Loan Sharks confidential hotline 24/7 on 0300 555 2222 Text a report to 078600 22116, E-mail reportaloanshark@stoploansharks.gov.uk or Private message us on www.facebook.com/stoploansharksproject.

To find out more about illegal money lending, visit www.stoploansharks.co.uk

SHOUT IT FROM THE ROOFTOP

WYCHAVON Care Carer r

miilly y Fa m a F Guy Guy

a e s i n g o c a e r e s u i o n y g o n c a e C r C a n yo u

? k r a h ? s k n r a a h ll o s oan WYCHAVON WYCHAVON

To report a loan shark call the 24/7 confidential hotline on 0300 555 2222 • Text a report to 078600 22116 • Visit the website www.stoploansharks.co.uk • E-mail reportaloanshark@stoploansharks.gov.uk • Private message us on www.facebook.com/stoploansharksproject

EDITION 91 SUMMER 2018

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Gallery Rooftop’s very own Royal Ascot Day We organised a Royal Ascot event yesterday at The Court in Broadway. Along with the help of some of our residents there, with a lovely buffet Richard from fiesta catering and Trish the singer providing the entertainment we had a fabulous day!

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Walking Football Tournament At the beginning of May the Rooftop Walking Football team played in a tournament as part of the University of Worcester, Senior Games (60+ yrs) 2018.

The Rooftop team came 2nd winning silver medals! If you would like to take part contact Kayleigh Juliff at Kayleigh. juliff@rooftopgroup.org or telephone 01386 420800

EDITION 91 SUMMER 2018

31

Gallery Knees up Teas Up! Organised by the Evesham Dementia Action Alliance and hosted by Evesham Rowing Club, this event was to raise money and awareness for people living with Dementia and their carers.

We have had a fantastic time with around 50 clients, 10 volunteers and 10 members of staff joining in raising around ÂŁ200!

Easter Chicks Residents, Rose and Pam went to Puddle Ducks Nursery at Easter to surprise them with some Knitted Chick’s. All Hand Knitted by Pam and the Knitting Group run by Rose. The children loved them, and especially the surprise Cream Egg Inside.

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Dorothy Terry House We were delighted that Princess Alexandra did us the honour of opening our extra care scheme, Dorothy Terry House in Redditch.

The scheme provides 42 highly specified one and two-bedroom homes with communal areas designed to ensure that residents can still lead a full an active life. A lounge, cinema room and library offer social activities in addition to the well-being centre where there is a cafĂŠ, hairdresser and laundry. This centre is for the use of the residents, but it is also available to the local community. It provides a hub for the people in the local area to get advice about dementia and dementia care.

Cooking Lessons Brilliant after school cookery & games sessions in Gloucester showing local families showing how to eat healthily (with a sweet treat) on a budget.

EDITION 91 SUMMER 2018

33

Puzzle Pages Take a break, sit down with a cup of tea and enjoy our puzzle pages! Some puzzles are just for fun, but our prize word search gives you the chance to win a £20 High Street voucher

WORDSEARCH N S B X P G H L D M L V G O G

34

S Z B I W C W E W A V E S I J

K Z M G A V S W I M Z K G B A

N M T E B E C O O N I R K A M

S N B T V D L T Q E A E T Z A

S A N D C A S T L E A T S Z E

O H M P Q N S U S R F A O J R

A J O C L E T P W C T W K L C

W L J V A K O Y M S S A A X E

X R L G E L T J N N U E Y A C

H F U E F L B F V U M S I F I

E L P P R T T I U S M I W S R

L H I B B B S G D M E L G F K

D L Q S Z X M L G K R C J B F

F J D W D I W U N T E K C U B

Can you find all the words listed in the grid? We hope not, there should be one word left over! The words can be found forwards, backwards, vertically, horizontally or diagonally.

BEACH

SANDCASTLE

SWIM

BUCKET

SEAGULL

SWIMSUIT

FLIPFLOPS

SEAWATER

TOWEL

ICECREAM

SHOVEL

UMBRELLA

Once you have found the missing word let us know and you could win a £20 High Street Voucher!

LOLLY

SUMMER

WAVES

PIMMS

SUNSCREEN

SHOUT IT FROM THE ROOFTOP

Flip Flip Flop Flop Flip Flop Mix Mix Up! Up! Mix Up! Canyou you match match the the Can you match the halves ofpicthe halves halves of of the the picpicture cards to ture turecards cards to tofind find find theofpairs allallofofall the theofpairs pairs of of the flops. the the flip flipflip flops. flops.

ANSWER: 1-11, 2-7, 3-13, 4-6, 5-16, 8-14, 9-12, 10-15

1

SUDOKU

7 2 4 9 3 4 4 1 6 6 5 7 8 3 2

3

6 4 8 3 5 6 8 2 9 3 8 9 2 4 7 5

EDITION 91 SUMMER 2018

35

Competition entries Congratulations to: The winner of the Winter Word search was Mr Mike Byron of Middle Littleton, who wins a ÂŁ20 High Street voucher.

The missing word was MITTENS. Use our back page to send in your entries for our competition. Just fill in the details below and send it to our address on the right of this page.

You can also email your competition entries to comms.webb@rooftopgroup.org

www.rooftopgroup.org enquiries@rooftopgroup.org 0800 0421 800 Rooftop Housing Group 70 High Street Evesham WR11 4YD

@Rooftop_Housing

Rooftop Housing Group

Name Address

Our head office is open from 9.00am to 5.00pm, Monday to Friday (except on Wednesday when we open at 9.30am).

Telephone Email

Emergency repairs and anti-social behaviour can be reported even when we are closed, on

0800 0421 800

Word search Answer Competition terms: Please note that winners will be picked at random from the correct entries by the Communications Panel, and their decision is final.

Closing date for entries is Monday 15th October 2018.

Keep up to date with all Rooftop news and information on our website at:

www.rooftopgroup.org Visit the websites resident login where you can also pay your rent, check your balance, report repairs and book appointments with your Neighbourhood Officer.

If you would like the information in this magazine translated into another language, audio, or larger print please contact your Neighbourhood Officer.

If you would like to make a complaint, please complete the on line form on www.rooftopgroup.org or phone your Neighbourhood Officer and ask for a complaints form.