Saffron News February 2022 The magazine for Saffron tenants News Advice Information Events We have an update from our newMembersCommunityonpages4-7 See buildingwewhereareonPage16CommunityPlaceIntroducingSwallowtail-ournewIndependentLivingplusschemeonPage15
This meant that our focus remained on keeping you and our colleagues as safe as we possibly could as well as catching up on work we were unable to complete while greater restrictions were in Duringplace.the pandemic we have seen an increase in reports from you of anti-social behaviour you are experiencing. On page 12 you can read about the work we are doing with South Norfolk and Broadland Councils to combat this. During the year we began working with a social enterprise called Your Own Place to provide tenancy training for tenants. This has proved to be really useful and popular, and the training has now been extended to other housing associations we work with in the area. You can read more about this training and how you can sign up on page 10.
2 Saffron News Key topics inside this issue... An update on how we have invested in our homes over the last year. 18 Welcome to Saffron news 4-78-910 We have an update from our new Members.CommunityWehavesomemoneysaving&energy efficiency Informationtips.on our partnership working with Your Own Place. A warm welcome to our special winter edition of Saffron News. I must begin by acknowledging that the last thing we all wanted for 2021 was another year dominated by the pandemic.
A lot of my time during 2021 was spent having conversations about how Saffron could become more accountable to tenants and your communities. These conversations were held with representatives from all the different groups representing tenants and your communities, including Customer Voice, STAG and shareholders.
Some of the messages were quite hard to hear and told us that what was really needed was meaningful involvement for tenants and their communities and hold us to account for the quality of
Involving tenants and communities in improving service quality and communication will be an integral part of a new strategy for Saffron, that we are planning to launch in the spring. To finish where I began, the pandemic is of course still with us and making life extremely challenging. Please do make use of the free 24/7 Tenant Support & Wellbeing Service on 0330 094 5593. With my best wishes for 2022 James
September 12th - 18th - Gas Safety Week
service and communication. These were really important things to hear, and we continued to work with these tenants and members of the community to create a way we could achieve this meaningful involvement. I am delighted to be launching our Saffron Community Membership. You can read more about this on pages 4 to 7. We’d love you to get involved. I often think the role of a CEO is to make the decisions that existing and future tenants would make for Saffron if they were fortunate enough to have all the different information that I have access to. The Saffron Community Membership is our way of making sure tenants are involved to the extent they want to be in the strategic direction and progress of Saffron and can hold us to account for service quality and communication and value for money for your rent, and I hope our decisions will be better for involving you in them.
3Saffron News Key dates and keeping up to date May July/August New issue of Saffron E-News December 10th - Christmas Jumper Day March 7th - 12th - National Careers WeekApril/MayFebruary New issue of Saffron E-News 14th - Valentine’s Day Keep an eye out on our social media channels below, for useful tips, information and ways to get involved. Facebook page - Saffron Housing Trust Twitter page - @saffronhousing Our new Instagram pagesaffronhousingtrust 17th - Easter 9th - 15th - Mental Health Awareness Week
1st - 7th - Volunteers Week
Ken describes how it has been “We had “..it’s a positive working relationship between those involved to work together to improve things” - Lauren “It’s taken us a long time to get here, but if we can deliver what we’ve promised it will be brilliant, it’s very exciting”
- Ken
Cathy explained “I felt that it was about time for Saffron to put in place structures to be accountable to tenants and communities”. Lauren added “I feel that Saffron had lost the trust of tenants, so I knew that I wanted to be part of regaining that trust and improving accountability.” This feeling was thewouldonsharedpositive.tothefeltColinreflectedalsobyJohn,andKenwhostronglythattimewasrightdosomethingsoColinalsohisviewswhatsuccesslooklikeforwork“Iasked myself a number of questions – are tenants going to be listened to, are the structures going to be fit for purpose and who decides if they are? Now we have achieved that, it’s up to us to stick to it and make it work.”
“We’re workingarepleased with moving
4 Saffron News After speaking with our tenants and members of the communities where we operate, we realised there were many people with a real commitment to Saffron but the ways for them to engage with us were not fully joined up or fully effective. Our new approach, which has been designed by our tenants and community leaders aims to take the best parts of the different ways of engaging with Saffron over the years, including Customer Voice, STAG and shareholding, and has involved leaders from each of these groups working together to create something really exciting for the future. Tenant and community leaders told us what was really needed was meaningful involvement and the ability to hold us to account for the quality of service and communication. Our new approach has been incorporated into Saffron’s governing documents in a new rule called ‘Resident and community involvement’ and set out in full within a newly created Charter on page 7. We thought what better way to tell you about this really important piece of work than from the tenant and community leaders themselves. Saffron tenants, community leaders and Founding Community Members, Lauren Bromage, Cathy Combs, Linda Sinclair, John Overton, Ken Warman, Colin Gould and Board member Alison Inman update us on what they have created and share their thoughts on what the future holds. What were your initial thoughts when it was decided to talk with you about the structures in place for Saffron to be accountable to tenants and their communities?
Alison “Saffronexplainedhasbenefitted over the years from some incredibly deeply committed tenants and residents who’ve given massive amounts of their time to help Saffron be as good as it can be and it’s really important those people are still involved, but that we are also a welcoming place for people who’ve not been involved before. I think it’s important to build on what the different groups of tenants have done in the past, the new structure hard wires it into the DNA of the organisation, so our tenants and wider community will be part of it. It’s moving to the whole community working together in the interests of the whole community.” As Chair of Customer Voice, Lauren also felt that the people who needed to make it happen in practice had to be involved “Everyone from colleagues, Board members and former shareholders were involved as we all need to be part of the change”. Cathy, along with Linda Sinclair have also been reflecting on tenants’ views from their social media platform, which they have run independently for 5 years, as she explains “We hear daily what tenants are going through in areas like repairs, so it’s important that we have a link with Saffron to support other tenants and work more closely together.” Linda added “The Facebook page has been a way for tenants to raise any queries, but it’s also interactive and can often join tenants together. We’re really pleased that we are going to be working together with Saffron moving forward as the page is incorporated into their other social media channels and will be a great way of recruiting Community Members.”
- John Saffron tenants and community leaders create exciting new approach to service quality and involvement “...it was important that we thought about the community, the tenants managementandas we all need to work together”
Who has been involved in the project and why was it important they were?
What has it been like working together over the past year on this project?
And a final message from Alison “We have so many opportunities for tenants and community leaders to get involved with Saffron in this new structure and approach. It’s not just about the work of the Service Quality Committee though, it’s important to offer a menu of opportunities for tenants and residents to be involved in. So, for some people that might be answering surveys, for some that might be helping with our communications, and for some it might be feedback on our repairs service for example, all ultimately making a difference to Saffron and its communities.”
Lauren added “It’s been nice to see Saffron so open to change”. Cathy agreed that “It’s been a great opportunity to speak freely to Saffron.” Colin explained “Saffron really appear to be listening and taking on the views of the tenants.” This is something that Alison thinks is key to the success of the new structure, adding “I’m grateful that people have put the time and effort into making these improvements. People have been really open and honest, and I hope that is how we will continue to work in the future.”
Saffron will also be more understanding of those who are living in them.” With Cathy adding “For it to succeed, Saffron needs to listen to what tenants are saying. We are the customers, and, like any business, the customers know what they want, and Saffron needs to understand that and work with us towards to that goal post.” Ken explains “If your landlord cares about you, it works. This is Saffron’s opportunity to start again and I’m really optimistic about what we can do. I’m all for it, I always have been.”
What do you hope to achieve in the first year? Cathy shared what she would like to see “Involvement of more tenants and for Saffron to listen and be receptive to making changes.”
Lauren set out an ambitious target “If it goes well and Saffron and tenants are both on board with the changes being made, I think it can be really positive and people will say “go and live in a Saffron house”.
Lauren added “Significant change with regards to building trust between Saffron and its tenants but also Saffron being more open to listening to its tenants. I don’t want Saffron to see it as “they are bashing us”, but that it’s a positive working relationship between those involved to work together to improve things.”
What are your thoughts on the future of Saffron’s engagement?tenant John shared “I have been so withimpressedthiswhole project and as long as we stick with it and make it happen it will be of great benefit to everyone”. This was echoed by Colin who explained “I hope it will have tenants at the heart, the new approach is enshrined within Saffron, and all staff are on board to integrate the structure into everything that is done so no one is side-lined.”
“I hope it will have tenants at the heart, the new enshrinedapproachwithin Saffron, and all staff on board to integrate the structure into everything that is done so no one is side-lined” - Colin “It’s been a great opportunity to speak freely to Saffron” - Cathy We would love to hear from you if you would like to be part of the new Community Membership. If you are interested in finding out more, please email us on communitymembership@saffronhousing.co.uk or fill out the form on page 6 and send it to us using the enclosed self-addressed envelope.
5 lots of Zoom calls and people were really getting on well and everyone was trying to get it right, we all came up with ideas and highlighted challenges. Finally, it was important that we thought about the community, the tenants and management as we all need to work together. We have our first Community Triangle being set up, which will be interesting - where tenants, Saffron teams and the community come together for the good of everyone and the whole area.”
On pages 6-7 there are further details of the new Community Membership structure and the roles of each group, as well as the Members Charter which all members sign up to when joining. Saffron News
“We’re really pleased that we are going to be working together with Saffron moving forward”-Linda
The community leaders are also itching to get going with things, with John adding “It’s taken us a long time to get here, but if we can deliver what we’ve promised it will be brilliant, it’s very exciting”. Colin wants to see the community membership increasing, explaining “We need to get the committees full and up and running” and Ken shared his vision for the first year focusing on teamwork “We all need to work as a team and communicate much more, moving from being dictated to, to working together”. Alison, who is known across the housing sector for not letting the grass grow under her feet, outlined exactly what the new structure had to get its teeth into “We have some really meaty pieces of work to get stuck into and the Social Housing White Paper has given us a ‘to do’ list. We need to balance the quality of our existing homes, building new homes to support the acute housing need in the area, focus on net zero and the green agenda and do all of this with tenant scrutiny at the heart. We need to be open and transparent about what we do. We need to listen to our tenants when they give us feedback and act upon it.”
“We have so many opportunities for tenants and community leaders to get involved with Saffron in this new structureapproach”and-Alison
Board There are different ways in which the new Saffron Community Members can be part of, and help shape, our tenant/community engagement, which includes the Tenant Communication & Support Group, Tenant Scrutiny Group, Community Triangles and six monthly meetings with members of Saffron’s Board and Executive Team. Below you can find the new structure and further information on the different ways you could get involved: our tenants’ and residents’ experience, overseeing compliance with the Regulator’s Consumer Standards.
• Tenant Communication and Support Group - with the support of Saffron, will oversee, monitor, and influence communication between Saffron, its tenants and residents, and facilitate tenant to tenant support and communication.
in becoming
• Tenant Scrutiny Group - tenants, who with the support of Saffron, will scrutinise and influence performance, processes, and policies. There will be a direct link to Board so they can hear the tenant voice.
Express
meetings
• Service Quality Committee - the Committee’s purpose is to receive feedback from Saffron Community Members (including the Tenant Scrutiny Group and the Tenant Communication and Support Group); and to monitor and oversee continuous improvements to the quality of our services and Service Quality Committee
If you have any other comments or feedback, please
Tenant Communication & Support Group Tenant Scrutiny Group
Tenant Communication and
Saffron
Attend
• Community Triangles - will connect Saffron Community Members (our residents and community leaders) with Saffron colleagues around a specific community. Community walk arounds will be held quarterly by the Community Triangles and will periodically host informal visits of Board Members. Their purpose is to act as a key engagement forum going forward. They will positively promote Saffron’s role and reputation in the communities we live and work in. They will also provide an opportunity to receive feedback and note any actions required during walk arounds. your interest a Saffron Community Member Scrutiny the Community Triangles leave them monthly with members of Saffron’s Board and Executive Team Support Community
TelephoneEmailName:address:number: How would you like to be involved? Tenant
below: 6 Saffron News Saffron ColleaguesAttend six
Membership Saffron Governance Saffron Employees
• 6-10 Saffron Community Members will lead a Tenant Communication and Support Group assisted by Saffron to oversee, monitor and influence communication between Saffron and its tenants and residents, and facilitate tenant to tenant support and communication, under terms of reference agreed by the Service Quality Committee.
• Tenant Groups will be responsible for making nominations to three positions on the Board, as set out in the Board Member composition and succession plan.
James Francis CEO Chair of the Board
Purpose and admission criteria
• Meaningful dialogue between Saffron and Saffron Community Members, including at least two formal meetings per year with members of the Board and Executive Team, to co-include with annual reporting and strategic planning. The purpose of these meetings will be to involve Saffron Community Members in proactive consultation on strategic direction, progress and our position in the wider sector / system.
• Saffron Community Members will participate in “community triangles” to connect tenants, residents, colleagues and community leaders. Community walk arounds will be held quarterly and periodically will host informal visits of Board Members.
• All tenants, residents and community leaders (except those who are Board or Committee Members) can become a Saffron Community Member by application to the Service Quality Committee.
COMMUNITY MEMBERS CHARTER
• The purpose of Saffron Community Members is to build trust, create value through tenant, resident and community involvement and act as custodians of Saffron’s long term role in the community.
• The Chairs of the Tenant Groups and an independent Saffron Community Member will represent their Groups at a new Service Quality Committee of the Board that will meet quarterly.
• Positively promote Saffron’s role and reputation in the communities we live and work in.
7Saffron News
• Newly elected community leaders.
• Founding members who were previously non-Board shareholders
CustodianshipBeingRoleheard
• Newly elected tenant and resident members; and
• 6-10 Saffron Community Members will lead a Tenant Scrutiny Group assisted by Saffron which allows a diverse range of tenants and residents to scrutinise and influence performance, processes and policies under terms of reference agreed by the Service Quality Committee.
• The leaders of the Tenant Groups will represent the voice of tenants and residents directly to the Board at least annually.
SAFFRON
• Saffron Community Members comprise:
• The leaders of the Tenant Groups will share information between Groups to inform scrutiny and share its outcomes.
We know energy prices are rising and the colder months could be a challenging time for many. Below are details of places you may be able to find support.
If you meet the requirements and would like to know how to access the vouchers, speak to your Neighbourhood, Income or Wellbeing Officer, or call the Customer Contact Team on 01508 532000. Funding is limited and subject to availability.
Support if you need help with your energy bills
On behalf of tenants Saffron Housing Trust is able to apply for vouchers to help households towards the cost of gas and electricity if you’re struggling to afford your energy bills or top up your prepayment meter. There are set requirements to ensure that vouchers are prioritised for those in the most immediate need over the winter Toperiod.beeligible
8 Saffron News
If you’ve been on certain benefits for 6 months you may be eligible for a Budgeting Loan from the Government. These are to help people in need of some financial support for things like white goods, costs linked to moving house and even repaying loans. Check the website for more information. Budgeting Loans - GOV.UK (www.gov.uk/budgeting-help-benefits).
Energy Hardship Fund
Warm Home Discount Scheme
You can get £140 off your electricity bill this winter under the Warm Home Discount Scheme if you’re on a low income. You may be able to get the discount on your gas bill instead if your supplier provides you with both gas and electricity. To check if you’re eligible and if your supplier is taking part in the scheme visit warm-home-discount-scheme/energy-suppliers.www.gov.uk/theBudgeting Loan
you will have energy bill debts and are struggling to make your energy payments or if you are on a prepaid meter, you are at risk from self-disconnection. You will have to provide evidence to us to demonstrate that you are experiencing difficulty paying your energy bills or showing that your meter has no or little credit on it.
• Don’t leave appliances like TVs on standby, turn them off properly – this could save you up to £35 a year.
• If you can, use your washing machine in the evening or over night. Some washing machines have delayed start functions to do this. If you have an “Economy 7” type off-peak electricity meter, you’ll save money.
• Turn lights off when you leave the room.
• Draw curtains at dusk to keep heat from being lost through windows – 10% of heat lost from homes escapes through the windows.
• Cook with lids on pans and try to choose the right sized gas/ electric ring for the size of the pan. Any flames that rise up the side of the pan will be wasted heat. Induction hobs are very efficient.
Money Saving & Energy Efficiency Tips
• Don’t leave phone chargers plugged in when not in use. Turn them off at the wall.
9Saffron News
If you don’t have an off-peak meter, you will still help the environment by reducing energy demands at peak times.
• Keep your fridge/freezer at the right temperature (5 degrees/ -15 degrees) and allow air to circulate behind your fridge.
• If you can, try and do one less load of washing a week.
• Wash clothes at a lower temperature, e.g. 30 degrees rather than 40.
• Don’t waste water by leaving your taps running when brushing your teeth.
• Only boil the amount of water you need in the kettle.
• Switch to low energy LED lightbulbs in your home – according to the Energy Saving Trust this could save you £30 a year.
• Turn down your thermostat by one degree, or use an hour less heating a day. It can save up to 10% of heating costs, which could be a saving of £40-£88 per year (Remember a comfortable living room temp is 18°).
100% of trainees reported the Your Own Place DigiTILs+increasedWorkshoptheir confidence.
10 Saffron News
Tenancy and Independent Living Skills Workshops
Housing options Communications skills
Self care & wellbeing
Digital skills
A video of Chantay, one of our tenants, has spoken about her experience on the digital workshops. You can watch the video at www.youtu.be/llZUAKulJFw.
What one thing would you tell someone else about the course if they were unsure about attending? “Everyone is friendly. A good thing about it is you can have a break if you feel anxious.”
“... opportunityAn to try something new and meet new people. I look forward to the next session.”
Saving & budgeting Bills
Your Own Place, a Norwich-based social enterprise, have delivered Tenancy and Independent Living Skills workshops for our tenants (TILS+) which have received some really positive feedback. The workshops aim to make a difference to the lives of our tenants and cover topics such as:
To find out more about Your Own Place, please visit their website www.yourownplace.org.uk
Paula Tuck, Assistant Director of Customer Services at Saffron and member of the Independent East Residents Group, said: “We have been really pleased with how well the workshops have been received by Saffron’s tenants and it’s fantastic that it’s now going to be delivered by Independent East to help even more tenants across the region. Not only is it a great opportunity for them to learn new skills, but it provides scope for tenants to meet those from other housing associations, share their experiences, support one another and help create cohesive communities.”
The workshops are now being offered to the tenants of Freebridge, Orwell and Broadland housing associations. This exciting partnership working with Your Own Place and members of Independent East (an informal alliance of 5 community-focused housing associations in the East of England) aims to help more people into employment, reduce rent arrears and reduce potential future Startingevictions.inJanuary, the workshops will be a mix of digital and face to face sessions at locations across Norfolk and Suffolk, providing opportunities for people of all ages to develop and build on existing skills. CEO of Your Own Place, Rebecca White, said: “We’re absolutely delighted to be working not just with the residents of four regional housing associations, but with four housing associations that want to collaborate, support residents from across East Anglia and recognise that our Tenancy & Independent Living Skills Plus (TILS+) are beneficial for any person in any situation. Their compassion and understanding that having an impact on lives goes way beyond just being their landlord is why we want to work with them and be a part of building on the skills that tenants already have. We know that the residents we work with are experts in their own lives, we respect their experiences and contributions and love the two-way learning. Fun, participative and engaging workshops will be delivered with 400 tenants during 2022 across eight different locations – with the aim of building the skills to be happy in their homes and ultimately prevent homelessness.
Saffron News 11 YourVoice
The maximum amount allocated to each group is £5,000. A panel made up of Saffron staff and two members of Customer Voice (Saffron’s tenant representative group) reviewed applications and allocated funding to those that best meet the goal of enhancing the wellbeing of local communities.
Tree Wardens • Patteson Parish Room in Cringleford • Hingham Luncheon Club • Hethersett Bowls Club • Friends of Tudd Valley • Manor Field Parent Teacher Association • Norfolk Schools Sailing Association • Mind The Gap • Harleston Guides and Rangers • Shelfhanger Village Hall • Ted Ellis Trust • Solo Housing Grants
One of the groups receiving £5,000 is Wacton Parish Council in South Norfolk. The money will go towards new play equipment in the Parish. Alan Arber, Parish Clerk, said: “This funding will make a huge difference to improving the facilities for local children. Sadly, the old equipment had become rotten and unusable so we are thrilled we will be able to install some new play equipment for many more families to enjoy.”
Another group to benefit is Solo Housing, a charity which aims to prevent single people from becoming homeless. The £5,000 grant will be used to provide bespoke training to its residents to help them become self-employed makers of hand crafted jewellery. Zoe Webb from Solo Housing said: “Thanks to Saffron’s Community Grant we have been able to launch this exciting new venture that recognises the potential in people and helps to provide opportunities in their community and away from homelessness.”
When you sign up you will receive emails about upcoming events such as task and finish groups, focus groups and In October 2020 we let you know that we had community project grants available and now we are pleased to announce that our Community Foundation has allocated almost all the funding to 13 local groups and not for profit organisations.
The funding will be used to help improve the lives of people across Norfolk and Suffolk by encouraging community engagement or providing training and educational activities. Applicants ranged from local town and parish councils, to village halls, a bowls club and a charity which aims to help single people find housing.
Your Voice is your opportunity to get involved with Saffron. Sign up by emailing getinvolved@saffonhousing.co.uk to make sure Your Voice is heard!
• Wacton
• South
community
Emillie Hildreth, Community Foundation Manager at Saffron, said: “The groups which have been allocated funding all share Saffron’s vision to create positive futures not only for our tenants, but the wider community too. We’re thrilled to be able to award the funding which should make a real difference.”
The groups allocated funding are: online/telephone surveys. It’s a great way to have your views and opinions heard and help shape the future of Saffron. Parish Council Norfolk given to groups by Saffron’s Community Foundation
Saffron News
Violence, abuse or threats Pets making excessive noise Damage or threat of damage to property Fly-tippinglitteringand levelsUnreasonableofnoise
There are things you can do to try and help resolve any issues between you and your neighbours.
Don’tresidents/help-and-advice/anti-social-behaviour/www.saffronhousing.co.uk/forgetourTenantSupport&Wellbeing
advice/tenant-wellbeing-service/.
Visit our dedicated web page for more information –
• As a good neighbour you should be reasonably understanding of the different lifestyles of others.
It’s also important to consider how your behaviour, and your family members’ behaviour, may affect your neighbours and your local community.
• If the other person is unreasonable, just walk away. You should avoid getting into an argument whenever possible.
Alcohol
Parental
• You could start with talking the problem through with the other person.
Tackling Stress & Anxiety Health & Wellbeing Advice Neighbour Nuisance Managing Depression and much more.... & Drug AwarenessRelationshipsChallenges
• Think about your level of noise and how this might affect your neighbours. Partnership working to help tenants
Service is also available. It is free, completely confidential, and available 24/7 for all our tenants offering information and advice on lots of topics to help you. The service consists of specialist advisors, there is no limit on the number of issues you can gain support on. The things they can help with, include: For more information, please visit our www.saffronhousing.co.uk/residents/help-and-website
12Since the Covid outbreak there have been a higher number of requests to move home due to AntiSocial Behaviour (ASB), a 70% rise compared to pre pandemic figures. We are working together with South Norfolk Council and Broadland District Council to tackle any AntiSocial Behaviour or neighbour nuisances that may be causing distress to our tenants and the wider Somecommunity.common causes of ASB include: South Norfolk Council provide a range of advice and guidance, to find out more visit their website - www. issues.southnorfolkandbroadland.gov.uk/neighbourhood-
You said I am unhappy that drug usage continues to be an issue within the area I live in. We said that we continue to give advice and support of other specialist agencies that we work with in the community. This includes the police, Early Help Hub and substance & alcohol services within each local authority area. You said I don’t always get an update from the same person when I have made a complaint. We have changed the complaints process and now have a dedicated officer in place to be your point of contact throughout your complaint journey.
Our Customer Satisfaction surveys are a great way of gaining feedback from our tenants so we can see where we are doing things well or perhaps where we can improve. The surveys ask questions about our key frontline services, such as our Customer Contact Centre, Anti-Social Behaviour and Housing Management. Below is some of your feedback from those surveys and the actions we have taken as a result.
...Weissue.did.
You said we don’t get an update when further work is required, after the original repair was looked into. We are working on being able to get an automated update to you, when the wait for materials to complete the repair remains outstanding.
You said that the reported repair doesn’t always match with what the craftworker turns up to do. Our contact centre staff have undertaken further training to better diagnose the repair being reported. You said response times for emails were too long. We have changed our auto replies on our email acknowledgement to make it clearer if there is a need to report a more urgent
Here are some compliments from our tenants we have recently received: “The chap who came and repaired a hole in our ceiling did a wonderful job. He put down dust sheets all the way from the front door, upstairs to the bathroom. You can’t see a change in the colour of paint; we were very happy with the result. Because of Covid, he wore a mask and shoe protectors. We’ve been here since 1972 and we’re very happy and content.” “I would like to thank you Saffron for the continued prompt support and for ensuring all Saffron’s service users are safeguarded during this hardship muchindividual“Oneappreciated.”veryhappymaking a fresh Thankstart.you.”You said, we did
13Saffron News
We always like to hear from our tenants, so if you would like to send us feedback, including a compliment, please fill out the feedback form on the ‘Get in touch’ website page - www. saffronhousing.co.uk/get-in-touch/.
Compliments
You said...
You said it can sometimes take too long to get through to the contact centre by phone. We have now seen a reduction in call wait times. This has been helped by filling vacant positions and improving our queue buster call back facility.
We’re always looking for feedback and trying to improve the service we offer. If you have a suggestion or would like to leave a compliment for a job well done, you can use the form on our ‘Get in touch’ website page - www.saffronhousing.co.uk/get-in-touch/.
You said I am unhappy with how my Anti-Social Behaviour (ASB) report is being dealt with. We have made a number of changes to the ASB process and introduced a specialist team to respond to your initial reports within an agreed time frame.
Tenant
Version
We want to make the services we offer and who they are for clearer to or tenants. One of the outcomes, of our Older Persons’ Strategy carried out in 2019, was to look at the branding of some of our services which includes renaming Housing with Support and Housing with Care. The reason for the change is to ensure the name accurately reflects these services. We want to make it clearer to our tenants, prospective tenants and their families what services we offer and who they are for. This will help us to attract more people who are in need of our services. We sent a survey to Customer Voice (Saffron tenant representative group) and the 145 tenants who have signed up to Saffron’s ‘Your Voice’. The volunteers include representatives from our Housing with Support and Housing with Care schemes. It was important for us to get the views of tenants who currently live in those schemes. In addition to the survey, we held a virtual tenant focus group which provided an A new name for Housing with Care and Housing with Support
14 Saffron News Annual Review 20/21
2. Homes - looks through our Location of Our Homes, Investment in Existing Homes, Letting our Homes and Health & Safety.
Read our latest Tenant Annual Review
Find out more about what we have been up to over the past year in our Tenant Annual Review. It is a bitesize version of our full Annual Review giving you an overview of our performance and key highlights over the 2020/21 financial year. It focuses on a number of areas, including: 1. About Us – which looks at our History, Purpose & Vision.
opportunity for us to discuss the responses from the survey and our ideas in more detail.
After considering all of the feedback from those we consulted with, we agreed that our main brand for our Older Person’s Services will be: and Housing with Care will be specifically identified as: This is a name change only, we are not changing any of the services we offer to our tenants. We hope you like the new name and agree it is an exciting step forward.
3. Customer Service – details Customer Satisfaction, our Tenant Portal, Complaints & Compliments, Community Foundation and Customer YouVoice.canread the Tenant Version and the full Annual Review on our website - https://saffronhousing.co.uk/residents/leaflets-publications/.
• Barley Court, Costessey
We
• Grays Fair Court, New Costessey
• The Meadows, Bowthorpe
Introducing Swallowtail Place
Saffron News 15
In July last year we celebrated the work underway at our new Independent Community Living Plus scheme in Acle, Norfolk with a ‘Steel Signing’ event. The steel framework of the future entrance has been signed by our Chief Executive James Francis and representatives from key partners – Norfolk County Council, NorseCare and R G Carter.
Supported by Homes England (A Government body responsible for releasing land to developers who want to make a difference, to help improve neighbourhoods and grow communities), the site will see 58 new affordable homes being built (41 affordable rent and 17 Shared Ownership), allowing people aged over 55 with care needs to live independently, creating not only much needed housing but also enhancing the appearance of the local area. This exciting development is due to be completed Autumn 2022. also currently have 4 Independent Community Living Plus schemes:
• Weavers Court, Diss They not only support you to live independently but also give you the security and privacy of a home of your own, offering a range of facilities on the premises and 24 hours a day care provided by the scheme. The aim is to help you live as independently as possible and provide a ‘home
for life and provide the care that you need’. Some of the facilities you can expect to find at a Saffron Independent Community Living Plus scheme •are:Restaurant/ café and/or bar open for breakfast, lunch and dinner • Communal lounges • Outside space • Hairdressing salon • Shop • Lift access • Medical services Our apartments have a kitchen and dining area, sitting room, bathroom and either one or two bedrooms depending on the scheme. They all have an emergency call system, smoke alarms, under floor heating, double glazing and level access shower rooms. NorseCare have recently filmed the latest stage of Swallowtail Place, to take a look at this video and find out more about our schemes, visit our www.saffronhousing.co.uk/residents/find-a-home/website independent-community-living-plus or email swallowtailplace@saffronhousing.co.uk.
The new name for the scheme ‘Swallowtail Place’ was also unveiled at the event after Saffron worked with Acle Primary School. Year 6 pupils had the opportunity to submit their suggestions to a panel, which included Saffron’s Executive Team. The shortlist was then shared with Saffron tenants who decided the winner. 11 year old Jack Bondi was the successful pupil and also had the opportunity to sign his name on the steel framework. The event marks the first phase of the project. James Francis said: “This has been a fantastic example of partnership working and I’m really pleased we have been able to come together to celebrate what has been achieved so far on the site. “The scheme will provide much-needed, quality homes for people who need some additional support but can live independently and feel part of a community.”
16 Saffron News Developments - where we are building Keep an eye out on our ‘properties currently available to rent on Home Options’ page on our website and make sure you are registered with the Home Options scheme via your local council. Find out where we are building across Norfolk and Suffolk in the table and on the map below. Please note we have some big projects in South Norfolk which are at an earlier stage and are likely to feature on future versions of this map. KEY to property types: Acquisition Programme* Homes England Programme** Shared Equity Shared Ownership Total2741617 Total number of new homes 91 * These are homes Saffron has brought from developers ** These homes will be built by Saffron
Our Neighbourhood Officers have recently changed the areas they are responsible for. The list below provides details of who is now covering your area. We also have a map which provides a photo of your Neighbourhood Officer and a contact number for them. The map can be found atNewwww.saffronhousing.co.uk/residents/neighbourhood-officers.NeighbourhoodOfficerareas Acle Belinda Wicks Alburgh Debs Johnson Aldeby Belinda Wicks Alpington Dean Harris Arminghall/Bixley Dean Harris Ashill Darren Long Ashwellthorpe Liz Ross Aslacton Judy Pike Attleborough Darren Long Aylsham Joanne Young Barford Joanne Young Barnham Broom Joanne Young Bawburgh Joanne Young Beccles Belinda Wicks Bergh Apton Belinda Wicks Blofield Dean Harris Bracon Ash Judy Pike Bradwell Belinda Wicks Bramerton Dean Harris Bressingham Paul Quick Brockdish Paul Quick Brooke Belinda Wicks Broome Belinda Wicks Brundall Dean Harris Bunwell Liz Ross Burgh St Peter Belinda Wicks Burston Paul Quick Cantley Belinda Wicks Carbrooke Darren Long Carleton Rode Liz Ross Catton (Norwich) Dean Harris Chedgrave Belinda Wicks Claxton Dean Harris Colton Joanne Young Costessey Joanne Young Cringleford Dean Harris Darsham Debs Johnson Denton Debs Johnson Deopham Darren Long Dereham Darren Long Dickleburgh Paul Quick Diss Paul Quick Ditchingham Judy Pike Earsham Judy Pike East Carleton Dean Harris Easton Joanne Young Ellingham Belinda Wicks Felthorpe Joanne Young Fersfield Paul Quick Flordon Judy Pike Forncett (St Peter & St Mary) Judy Pike Framingham Earl Dean Harris Framlingham Debs Johnson Freethorpe Belinda Wicks Fritton Judy Pike Fundenhall Liz Ross Geldeston Belinda Wicks Gillingham Belinda Wicks Gissing Paul Quick Great Melton Darren Long Great Moulton Judy Pike Great Yarmouth Belinda Wicks Hackford Darren Long Haddiscoe Belinda Wicks Hainford Joanne Young Hales Belinda Wicks Hapton Judy Pike Hardwick Judy Pike Harleston Debs Johnson Heartsease Dean Harris Heckingham Belinda Wicks Hedenham Judy Pike Hellesdon Joanne Young Hellington Dean Harris Hempnall Judy Pike Hethersett Darren Long Hevingham Joanne Young Heywood Paul Quick Hingham Darren Long Hopton Belinda Wicks Keswick Dean Harris Ketteringham Dean Harris Kimberley Darren Long Kirby Bedon Dean Long Kirstead Belinda Wicks Lakenham Dean Harris Langley with Hardley Belinda Wicks Leiston Debs Johnson Little Melton Joanne Young Little Plumstead Dean Harris Loddon Belinda Wicks Long Stratton Judy Pike Lowestoft Debs Johnson Marlingford Joanne Young Morley Darren Long Morningthorpe Judy Pike Mulbarton Dean Harris Necton Darren Long Needham Paul Quick Newton Flotman Dean Harris North Pickenham Darren Long Norton Subcourse Belinda Wicks Norwich Dean Harris Oulton Debs Johnson Poringland Dean Harris Pulham Market Judy Pike Pulham St Mary Judy Pike Reydon Debs Johnson Rockland St Mary Dean Harris Roydon Paul Quick Runhall Darren Long Rushall Paul Quick Saxlingham Nethergate/ Thorpe Dean Harris Saxmundham Debs Johnson Scole Paul Quick Seething Belinda Wicks Shelfanger Paul Quick Shimpling Debs Johnson Shipdham Darren Long Shotesham Dean Harris Spixworth Joanne Young Spooner Row Liz Ross Sprowston Joanne Young Stalham Dean Harris Starston Judy Pike Stockton Belinda Wicks Stoke Holy Cross Dean Harris Surlingham Dean Harris Suton Liz Ross Swaffham Darren Long Swainsthorpe Dean Harris Swanton Morley Darren Long Swardeston Dean Harris Tacolneston Liz Ross Tasburgh Judy Pike Tharston Judy Pike Thetford Paul Quick Thurlton Belinda Wicks Thurton Belinda Wicks Tibenham Judy Pike Tivetshall St Margaret Judy Pike Tivetshall St Mary Judy Pike Toft Monks Belinda Wicks Topcroft Judy Pike Trowse Dean Harris Wacton Judy Pike Walberswick Debs Johnson Watton Darren Long Welborne Darren Long Wenhaston Debs Johnson Wheatacre Belinda Wicks Wickham Market Debs Johnson Wicklewood Darren Long Winfarthing Paul Quick Woodton Judy Pike Wortwell Debs Johnson Wramplingham Darren Long Wreningham Liz Ross Wymondham Liz Ross Yelverton Dean Harris Our Neighbourhood Officers Areas For an queries please email info@saffronhousing.co.uk or call 01508 532000
Investing in our homes The past year has been challenging for many people due to the Covid-19 pandemic. The restrictions put in place by the Government have meant we haven’t been able to carry out as many home improvements as we would have liked. However, we are committed to investing in our current homes and since the start 97 AIR SOURCE HEAT PUMPS (LOWINSTALLEDCARBON HEATING) 69 ROOFS REPLACED 38 BATHROOMSIMPROVED 138 GAS BOILERS IMPROVED 94 IMPROVEDKITCHENS 18 Saffron News of 2021, we have still been able to carry out a number of upgrades throughout our homes, raising our tenants’ living standards and providing them with a quality home. Below are the number of properties we have carried out repairs on or improved since January 2021:
Saffron News 19 The portal allows you to pay your rent, amend your personal details when you need to, raise an enquiry and receive updates over a secure link which has advantages over sending an email. You also have access to information and resources such as our Tenant Support & Wellbeing Service. We will no longer be posting your rent statements, but you can view your balance and Have you signed up to our tenant portal ‘My Saffron’? transaction history in the portal whenever you Ifwant.you would like to receive a hard copy of your rent statement, we can provide them upon request. For more information including how to sign up to My Saffron visit our website www.saffronhousing. co.uk/residents/do-more-online/. Tenant Vital Signs Our tenants selected a number of Key Performance Indicators (used to measure success), with one-year targets for the year 2020/21. You can find more information, including the previous statistics on our website www.saffronhousing. co.uk/residents/tenant-based-key-measures/. Below are the latest figures for December 2021:
20 (01508) Saffroninfo@saffronhousing.co.uk532000HousingTrust,Saffron Barn, Swan Lane, Long Stratton, NR15 2XP @saffronhousingSaffronwww.saffronhousing.co.ukHousingTrust Saffron Housing Trust is a Registered Society and an exempt charity, registered in England by the Financial Conduct Authority Register Number 32427R. Regd Office: Saffron Barn, Swan Lane, Long Stratton, Norfolk, NR15 2XP Contact us Contact Care Lifeline Alarms A Contact Care lifeline provides you with help and reassurance at the touch of a button, 24 hour monitoring 365 days a year. Just £3.70 a week with an installation fee of £40 Installed throughout East Anglia Freephone: 0800 917 4680 saffronhousingtrust
