News Extra — Summer 2016

Summer 2016

The magazine for South Staffordshire Housing Association and Care Plus customers

Stronger Together MOT home upgrades

New kitchens

Fair Landlord:

New homes

New bathrooms

working for our customers investing in your homes

Front cover: Sarah Boden and Rolf Levesley are pictured with Paul Smith, designate chair of the joint SSHA and Severnside Housing board

WELCOME

to the Summer issue of News Extra.

We have got a lot of important information for you in this issue of the magazine.

housing is so important. See the difference that made to one family in our interview with customers Shane and Julie, who faced homelessness before moving into their SSHA home.

You have heard all about our Fair Landlord campaign, which is how we make sure that our spending and limited resources are spread fairly to benefit more of our customers. In the following pages you can read much more about the Fair Landlord campaign, finding out what it means for you and what to expect in the future.

SSHA is a listening housing association and in this issue of News Extra there is the first in a series of regular reports on what we are doing to act on your feedback and how you can make your views heard.

You will also find an update on our proposed merger with Severnside Housing and be able to read why the designate Chair of the merged Group, Rolf Levesley believes affordable

Finally, I wanted to tell you to make a special note to look out for the next issue of this magazine at the start of October.

Not only will it be a bumper celebration issue but it will include a special competition marking the launch of our new, stronger housing association with a prize you WON’T want to miss!

Jan Goode Director of customer services

Do YOU know how to protect yourself against flooding?

The great British summertime has produced some torrential downpours along with the sunshine. Heavy rain has brought flash-flooding to communities across the country, including here in South Staffordshire.

Environment Agency’s Floodline. Call 0345 988 118 to obtain this service.

Make sure that you are flood-ready.

If the worst happens, remember:

Don’t wait until the waters rise.

Check now that you have up-to-date contents insurance to protect your belongings in the event of a flood. You can read more about insurance for housing association tenants on page 13 of this magazine.

Be prepared by signing-up for free flood warning messages from the

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Plan for a flood: think about how you could move yourself, your family, your pets and any valuables to a safe place. If you think you might need sandbags, find out where you can obtain those locally.

SSHA does not provide sandbags. touch sources of electricity if • Never you are standing in water contact with flood water and • Avoid wash your hands regularly not to walk in or drive near • Try flood water care of yourself and check • Take on elderly or vulnerable friends and neighbours

you live in our retirement living • Ifcommunities report any flooding to your scheme manager (for Extra Care complexes), to your supported housing officer during office hours or call customer services on 01785 312000.

More flood protection advice is available from www.gov.uk/preparefor-a-flood You might also want to check out the Ready for Flooding information leaflet published by the National Flood Forum www.nationalfloodforum.org.uk

Stronger together – news on our proposed merger with Severnside Housing As you will have read in News Extra and in the special newsletter we sent to you in May, the boards of Housing Plus Group (of which SSHA is a part) and Severnside Housing agreed to move forward with a proposed merger.

We are currently awaiting the necessary approvals to form a new, stronger housing association. We are aiming to launch the new Group on 1 October 2016.

We can tell you now that the newly created Group will be known as Housing Plus Group. A new ‘look’ for the Group is being designed now and we will be able to show you that in the next News Extra. Remember that SSHA, Care Plus and Severnside Housing won’t be changing their

“Access to decent housing is a basic right in any civilised society.”

Rolf Levesley, designate chair of the new merged Group.

“Affordable housing changes lives and supports communities.”

Sarah Boden, designate chief executive of the new merged Group.

names. You will continue to benefit from local delivery of services wherever you live and rents will not be affected by the merger.

We have more news, too, from the leaders of the new Group.

After 13 years as chief executive of Housing Plus Group, Debbie Griffiths has decided that the time is right to step down. Sarah Boden, currently chief executive of Severnside Housing, has been appointed chief executive designate of the new Group which will be chaired

by Rolf Levesley, current chair of SSHA. Sarah and Rolf have spoken of their shared commitment to delivering good quality, affordable homes and services in Staffordshire and Shropshire. Sarah, who began her career as a housing officer working with homeless people says: “Affordable

housing changes lives and supports communities,” while Rolf describes access to decent housing as “A basic right in any civilised society.”

Both leaders have also committed themselves to extending access to the high quality care and support provided by Care Plus. Rolf describes as a ‘passion’ his belief that older people should be able to improve their lives with appropriate care facilities when they need it.

There will be more opportunities to get to know Sarah, Rolf and other members of the new, stronger Group in an extra-special, bumper issue of News Extra which will be with you at the beginning of October.

As well as including our annual report, your magazine will celebrate the beginning of a new, stronger housing association and give lots of information about the Group, its people, homes and services. Marking the merger there will also be a very special prize competition that you won’t want to miss. Remember to look out for your copy of News Extra from 1 October.

Rolf Levesley with Sarah Boden

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Fair Landlord

update

In the Spring issue of News Extra we told you how our Fair Landlord approach is helping us to make rental income go further.

We explained that making fair choices and providing fair services underpin all the decisions that we take and that following the government’s announcement of reductions in most social housing rents, we would be making some difficult choices about the services we provide.

We want to thank you for backing our Fair Landlord campaign. In this special four-page feature there is more information about what Fair Landlord means to YOU. Being a Fair Landlord does mean that we have stopped doing some things but it also means that we have been able to make changes which will benefit customers.

Our Fair Landlord approach means that we can maintain investment in home improvements, keep building local homes and offer some of the additional repair services our customers want, at affordable prices.

Making improvements As incomes for housing associations have reduced, sadly many have had to make significant cuts, bringing to an end investment in homes and services.

Our Fair Landlord approach has meant that we can continue making the kind of investment which is really important to our customers.

As well as the replacement kitchens, bathrooms, new boilers and MOT

upgrades for our houses throughout South Staffordshire, we are also investing in our retirement living communities.

At Coven Court in Coven, an ambitious programme of investment has brought big changes this summer. Bathrooms in the apartments are being replaced with modern wet-rooms. New units and an induction hob have been fitted in the communal kitchen and there are smart new facilities for visitors, too.

See the advertisement on page 14 for information about apartments available to rent in Coven Court and other retirement living communities.

The bright new look is continuing with a newly-decorated and furnished residents’ lounge and a smart upgrade of corridors linking the apartments.

We are proud to be a Fair Landlord making fair investment in homes and services.

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Coven Court has had recent refurbishment

Bringing you more choice for repairs In last year’s Repairs Extra magazine and in News Extra we explained why, to be fair to the majority of our customers, we don’t carry out repairs which are not part of our responsibilities as your landlord.

The first Repairs Plus services we are offering are:

We said that we would be acting on suggestions that we might introduce extra repairs services at an affordable cost, for customers who preferred to arrange these services through SSHA.

The change we have made:

looked at the kinds of repairs • We which we are most frequently

asked to provide but which are not our responsibility to carry out. We are now offering these repairs at an affordable price for customers who want the convenience of buying quality services from people you trust.

Changing a lightbulb inside your home

£15

Re-glaze a double-glazed unit

Unit size up to 1.5m2 £100 Unit size above 1.5m2 £175

Lost keys – gaining access and replacing door locks

Timber door £50 Composite door £70

You can order any of these Repairs Plus services by contacting customer services on 01785 312000.

We will be introducing more Repairs Plus services in October, concentrating on the services you tell us that you would like us to offer.

Property Care delivering a Repairs Plus service

Investing in your homes You told us that new kitchens and bathrooms, the home MOT service and the installation of the latest boilers to cut your energy bills are important to you.

We call this work planned maintenance.

Because it is planned, we can work efficiently, a neighbourhood at a time, making best use of our people and resources. Planned maintenance delivers better value for money than one-off repairs. So we can do MORE with the income that we have.

The changes we are making: By concentrating on the repairs which are our responsibility as your landlord we have been able to reduce the amount of money we spend on that work and re-invest it in planned maintenance. We have increased investment in kitchens, bathrooms, boilers and MOT home upgrades by £600,000 per year. We are committed to carry out an MOT home upgrade on EVERY home within five years.

We can provide MOT upgrades and other home improvements BECAUSE of Fair Landlord

We also published our planned maintenance schedule for the next ten years, so that every customer could see when their home would benefit from this investment. This pull-out appeared in the Annual Report issue of News Extra last year. If you would like another copy of the schedule you can find it by searching for Fair Landlord on the SSHA website.

Sharon Davies in her new kitchen

The MOT upgrade team

Patricia McDonald in her new bathroom

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Paying your rent We have offered a range of different ways for our customers to pay their rent. We told you that some of these options were more expensive for us to process and that we didn’t think that this was fair on the majority of tenants.

The changes we have made:

•

From 1 May we stopped taking rent payments through Payzone.

This option was utilised by a very small number of customers and was expensive for us to use. We wrote to those customers to explain that we

would be withdrawing that service but that you can still pay by swipe card at any of the 28,000 PayPoint terminals in convenience stores, newsagents, supermarkets, garages and Post Offices.

have introduced a £2 • We administration fee for payments

A new £2 administration fee for payments made by telephone

made by telephone. This offsets some of our costs taking these payments.

The easiest way to pay your rent is by Direct Debit. It is convenient and gives you the peace of mind that your rent will be paid on time. It is also cheaper for

you and for us. If you would like more information about paying your rent by Direct Debit, call customer services on 01785 312000.

Withdrawing our Freephone number In our Fair Landlord report in the last issue of News Extra we told you about plans to withdraw the 0800 Freephone number for customer services.

Providing the Freephone number costs us £4000 per year. It is a service which has been used by fewer customers each year and we don’t think that is fair on the majority of tenants.

The change we have made:

Freephone 0800 number is • The being withdrawn from 1 August this year. You can still call the customer services team for help, advice and information on 01785 312000 or email enquiries@ssha.co.uk

Ending free decorating When we fitted a new kitchen or bathroom as part of the planned maintenance work, we used to include a free decorating service.

Painting kitchens and bathrooms cost us a huge £90,000 per year. We could use that money to install an extra 30 bathrooms or 23 kitchens!

The change we have made: We no longer offer a free decorating service. When we have installed a new

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kitchen or bathroom in your home you will need to arrange your own decorating, painting the room using your own choice of colours.

We are offering a decorating service at competitive rates exclusively for our customers.

If you would prefer Property Care to decorate after installing a new kitchen or bathroom call customer services to request a quote.

Victoria Dalton in her new kitchen

Thank you for saying ‘I’m IN!’ Last year we updated our Tenancy Agreement. We explained that this was to make it easier to understand, to make it fairer and to help us respond better to customers experiencing antisocial behaviour (ASB).

and making sure that fly-tipping and litter is dealt with so that residents can take a pride in their neighbourhood. Leann Knox, Neighbourhood and tenancy officer, looks after tenancies and provides a direct point of contact for people experiencing ASB.

We asked you to support this change by saying ‘I’m IN!’ and signing the new agreement.

As part of the changes in Huntington we also arranged an information session with councillors in the area, to explain how our new ASB policies and procedures would be used to support people living there.

Thousands of you joined our campaign.

Almost three-quarters of our existing customers opted to switch to the new tenancy agreement.

The new agreement underpins our Fair Landlord campaign. It has helped clarify our responsibilities and those of our tenants. It has also supported improved procedures for dealing with ASB. One of the neighbourhoods benefiting from these changes is Huntington, where we have made a number of changes and our officers are now able to concentrate on delivering different parts of the service there. Alyson Morton, Estate impact officer, focuses on the appearance of the estate. She manages the grounds contract, checking that the grass is cut on time

Senior ASB & Tenancy Officer Scott Carter says that changes are taking effect: “The feedback from councillors and people living in the area is very good. We are working with the Police and other partners to take strong action and deal with problems quickly. We are pleased that we have been able to make a difference.”

Councillor Jeff Ashley represents Huntington on South Staffordshire Council. He says: “The current Anti-Social Behaviour policy introduced by SSHA has certainly given officers the ability to tackle anti-social behaviour much more effectively. The procedure is specific

and logical with clear guidelines on how to deal with difficulties concerning behaviour by some residents which has an impact on their neighbours and the community.

“In recent months positive action and intervention by SSHA has meant that several cases, some of long standing, have been dealt with effectively. It is a promising start.”

The councillor underlined the importance of reporting problems.

He said: “I would urge residents who are experiencing ASB to express their concerns to SSHA or to local councillors.

Victims of ASB need help and support.”

If YOU are experiencing ASB, talk to us. We can help you determine whether particular behaviour is ASB and discuss the best way to address the issue.

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New beginnings Housing can change lives. That is why providing homes for those most in need is at the heart of our social purpose.

Customers Shane and Julie told us about the difference that an SSHA home has made to their family: “Before this we were in private rented accommodation. We had been in the same home for seven years and had a great relationship with the property owners. We were very happy there and had a settled life,” explained Shane.

“Unfortunately the property was being put up for sale and regretfully, our landlord had to give us notice to leave. We had eight weeks to find somewhere to live and were desperately worried as we couldn’t find anywhere that we could afford in this area.

When we were really in need, the help was there to get us back on our feet.

SSHA customer Shane “We have two children and like most parents, we live for our family. The first thing that you want to provide for your children is stability. We had just never expected to be in a situation where we were waiting to be evicted and facing homelessness. The stress and anxiety levels were enormous.”

Fortunately, SSHA was able to help.

Shane, Julie and their two children picked up the keys to their property in May: “It already feels more like home than anywhere we have ever lived. Within three weeks we’d had it professionally decorated;

carpeted and put some new wood flooring down. My next job is to tackle the garden. Out of a horrible situation we’ve been unbelievably lucky. Our new home is within walking distance of the children’s schools and more convenient for Julie’s job. It is also where I grew up, so we have plenty of family nearby.

“All our working lives we have paid tax and national insurance and never really thought about getting anything back.

It is just phenomenal that when we were really in need, the help was there to get us back on our feet.”

Meet the team: Andy Wimlett, delivering our more efficient facilities management service

SSHA People

People who join SSHA because they like making a difference in our local communities tend to have long careers with the Association. Andy Wimlett is one of those people, having joined us as a driver-labourer fifteen years ago. Since then he has gained experience in a range of areas within Property Care.

Andy has recently been able to step-up to a new position as part of changes we are making to our facilities management service. He became Facilities Supervisor leading a new-look team which is delivering cost-effective, efficient cleaning and maintenance services covered by the charges paid by residents with shared facilities. He told us more about his new job: “I’m supervising two teams of people who do dedicated jobs.

Facilities management cleaners are responsible for cleaning public areas. If they see any problems in their visits, they will report them to facilities management assistants who carry out repair work.

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“We have put all our blocks of flats on an eight-week cycle covering the whole area from Stone in the north to Kinver in the south. We’re doing things like removing graffiti, dealing with fly-tipping, cleaning carpets and fixing stair trims. We can provide an on-the-spot fix for that kind of work.”

Andy says that as well as delivering improved value for money, the new service is proving popular with customers. “We are receiving a lot of compliments and residents say that communal areas are looking a lot better. It is very rewarding work.”

Naden House is blooming lovely!

A transformation has been taking place at Naden House, the retirement living community in Huntington. Since April, a busy-bee team made up of residents, volunteers from Hope Baptist Church and the local Cooperative store has been planting hundreds of flowers, creating a new vegetable patch and turning the gardens into a beautiful outdoor facility.

Debbie Brownlie, supported housing officer at Naden House, revealed what the green fingered group has been up to: “It has all been led by the residents committee, who had very clear ideas about what they wanted in their garden. Residents have done a lot of the work, too, and those who weren’t able to pull on their wellies and start digging, kept everyone supplied with tea and coffee!

It is fantastic to see how much more use is being made of the garden.

Supported housing officer Debbie Brownlie “We began by clearing overgrown shrubs and creating new beds for flowers and vegetables. We are now growing our own radishes, potatoes, cabbage, lettuce, beetroot and marrow, with cucumber and tomatoes in the new greenhouse. We are hoping that some of our own produce will be ready to sell at our summer fete in August.”

Local gardener Charles Bloor donated 150 plants for the flower beds and the team has also introduced hanging baskets and colourful pots. As part of the sprucing-up, the surrounding fence has been painted an eye catching shade of blue and the pathways have been jet-washed, too.

“It is fantastic to see how much more use is being made of the garden,” says Debbie. “Residents are out there all the time in fine weather. It is giving people a great reason to get out and about.”

The competitive spirit is strong at Naden House, where the gardeners are holding a hotly-contested sunflower growing contest. They have encouraged children at Littleton Community School to take part and members of other SSHA retirement living communities are also busy growing their plants ready for the announcement of the tallest sunflowers at the summer fete.

Naden House residents tend to the vegetable patch

Debbie Brownlie measures up

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Listening and acting Your views are really important to us. That is why we offer a range of ways for you to get in touch by phoning Customer Services on 01785 31200, emailing enquiries@ssha.co.uk, commenting using customerfeedback@ssha.co.uk or calling into our offices at Acton Gate. We also use three really effective ways to obtain your feedback:

telephone surveys after you have received a • Short particular service • Satisfaction surveys offered to all tenants

Listening and acting:

Responding to your feedback

Findings from the surveys “formed the basis of some of the recommendations we made to the Board and which will now start to improve services.

”

Jerry Willetts, chair of the service review partners At particular points in your tenancy, especially after you have made contact with us or received a service, you might be asked to complete a short telephone survey.

These surveys are an important way for us to collect your feedback. They are carried out by independent people and we are really grateful to everyone who takes part.

Earlier this year customers who had recently vacated our properties were surveyed. We wanted to learn about how well people understand their responsibilities under the Empty Property Standard.

When empty homes are not left in a decent condition, work has to be done before they can be re-let. That means a delay for people who want

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work by customer representatives the • Detailed service review partners focusing on performance

in specific areas and making recommendations for change to the SSHA board

While we try to act on comments and suggestions where we can, we need you to understand that we can’t always make the changes customers request. As you know, our income from social housing rents is falling and we have to spend carefully. Our Fair Landlord approach makes sure that the decisions we take are fair for the majority of our customers and protect our social purpose to provide affordable homes, care and support in local communities.

to move into that home and a cost for the Association.

As you will know from our Fair Landlord campaign, we are focusing on driving down spending which is unfair on the majority of our customers. So we have been working to see if we can improve our communications around the Empty Property Standard and to find out if there is anything else we can do to improve the process.

Information from the telephone surveys fed into work by our service review partners (the customer representatives previously known as the Scrutiny Panel) who were looking at what happens when customers vacate their homes.

“Findings from the surveys formed the basis of some of the recommendations we made to the Board and which will now start to improve services,” said Jerry Willetts, chair of the service review partners.

“We realised that we needed a better understanding of whether people’s personal circumstances might mean that they needed support to ensure that their home reaches the Empty Property Standard when they move out and will be developing links with partner organisations which can provide practical help.

“We will also be giving earlier, clearer information to departing tenants explaining what they need to do before they leave.” you receive one of these calls, • Ifplease take a few minutes to give

us your feedback. YOU could help improve SSHA.

SOON: The service review • Coming partners are currently deciding on the next two service areas to explore.

We will let you know what those are in the next issue of News Extra and explain how you can get involved by sharing your experiences (good and bad) of those areas of our service.

Listening and acting:

Satisfaction Survey

We have now completed our satisfaction survey and would like to thank the large numbers of you who responded.

We are looking closely at the results of the surveys now. In the next issue of News Extra we will share the findings with you and also tell you about any action points developed as a result of the survey.

In following issues of the magazine you will be able to check what progress we are making with those action points.

We tell apprentices:

“

”

You’re HIRED!

Supporting local communities, providing employment opportunities and growing our own workforce.

Property Care has appointed the first people to join an exciting new apprenticeship programme. The apprenticeship training has been introduced as part of our drive to support local communities, provide employment opportunities and grow our own workforce.

The first apprentice has already started work. Haydn Beddow, 23, has joined the electrical installation team in Property Care, the award-winning repairs and maintenance service for SSHA. “My dad is an electrician and I’d always been interested in that as a career,” explained Haydn. “I studied electrical installation when I left school but I

couldn’t find an apprenticeship at the time and went on to work in wholesale distribution. When I heard about this opportunity I was really keen to apply because it combines further qualifications with really good training and exciting career opportunities.”

Haydn is spending one day each week studying at Stafford College and the remainder of his time working alongside qualified electricians in Property Care.

Following an assessment day at Stafford College a second electrical apprentice has also been appointed.

Lucky Liam Davies will join the business in the summer, ready to begin his college course in September.

Interviews are also underway for another two apprenticeship places.

As well as the opportunity to earn while they learn and to gain valuable workplace experience, the SSHA electrical apprentices will be supported in their training towards gaining the Joint Industry Board (JIB) card, which is a passport to work in the industry.

“We believe apprenticeships offer an excellent route into skilled roles and are supporting them across our trades.

We have received very high levels of interest in apprenticeships from young people in this area who recognise the value of employment-based training and who want to earn while they learn,” said Andrew Kenny, senior operations manager at Property Care.

Apprentice Haydn Beddow with Darren Wetwood of Property Care

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Are YOU ready for

Universal Credit?

Some of our customers have already been moved on to Universal Credit.

Universal Credit is intended to support people who are on low income benefits or out of work. It will replace six existing benefits and is made in a single, monthly payment transferred into your bank account.

One of the benefits replaced by Universal Credit is housing benefit which is currently paid directly to landlords including SSHA. If you receive Universal Credit you will pay your rent yourself and you will be personally responsible for any rent debt.

Universal Credit is being rolled out across the UK and currently affects only single people of working age.

Advice and Support officer Andrew Sledge and Income Management officer Kelly Holbrook have been working closely with the first customers to receive Universal Credit.

They say that customers are finding it difficult to avoid rent debt.

“There is a waiting period of up to six weeks after making a claim, before you receive a payment,” said Kelly. “It is really hard for people to manage without any income for that long, especially if they have previously been paid weekly.

Andrew Sledge, advice and support officer

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“The first payment will cover most of that waiting period but it is really important to understand that there is a one-week qualifying period for which no payment is made. So, at the very least, you risk being one week behind with your rent.”

Be prepared “Some people are starting to pay a little extra into their rent accounts now, ahead of Universal Credit,” says Kelly. “That is a really sensible thing to do. Eventually, all benefit claimants of working age will receive Universal Credit. Small amounts overpaid now will build up a credit on your account and take away the worry of rent debt when the time comes. Get in touch if you would like to do this. Customers will also find it easier to manage rent payments if they set up a direct debit to make those payments.”

“There are some other practical things you can do now,” advises Andrew.

“Remember that you will need a bank or building society account to receive Universal Credit. If you have one already, check that it can receive automated payments and that you can set up regular payments out of the account to cover rent and other bills.”

For people already receiving Universal Credit who might be finding it difficult to manage, Andrew can help you plan a monthly budget. “It is about thinking really carefully about how much you will

Kelly Holbrook, income management officer

have coming in to the house each month and what you need to spend. If you owe money, we will help you prioritise debt repayments and find out whether it is possible to freeze interest charges to stop your problem growing,” he says.

SSHA was one of the partner organisations which helped set up South Staffs Work Clubs, which are playing a big part in supporting people with the introduction of Universal Credit. SSHA Work & Skills officer Jenny Kirkby chairs the Work Clubs: “We can provide support to help you manage your on-line claim and meet the responsibilities set out in your claimant commitment,” she says.

“Above all, we help people move off Universal Credit and into employment through a range of support including careers advice, IT support and local jobs fairs.”

Universal Credit – what you can do? you want to be Universal • IfCredit-ready, call us on 01785 312000

you have made a claim for • IfUniversal Credit, let us know. advice about budgeting • For call Customer Services and ask to speak to an Advice & Support officer

about how Work • ToClubslearncanmore help you, call customer services on 01785 312000.

Meet the team: Katie Piper, customer services adviser Katie is celebrating her first anniversary as a member of our busy Customer Services team which she joined in July 2015. She receives between 250 and 300 calls every week.

“The best thing about my job is the variety. Every call is different and I enjoy talking to our customers,” she says. “We aren’t rushed. It isn’t a matter of dealing with calls in the fastest possible time. It’s about giving the right information and answering queries the first time a customer calls us. We get quite a lot of thank you cards and it always makes our day when someone takes the trouble to thank us for helping.”

To help customers effectively, Katie and her colleagues have to develop a very wide knowledge of the whole organisation. “We learn about the work of colleagues in lettings, housing options, Property Care and Care Plus. We have some great new software which has been developed in-house to help us find the right solutions to customer queries but you still need a good knowledge of the Association, its people and our services.

“A year after I started working in Customer Services, I’m surprised by how much I’ve learned. I’m even helping to train new colleagues, now!”

We asked Katie about the most important part of her work. “It is essential to give really clear information and advice. Sometimes we need to say ‘no’ to a request for a repair, for example.

I help customers to understand why we are doing that. It is about giving a clear response and explaining that by

SSHA People

concentrating on repairs which are our responsibility, we can do things like replace kitchens and bathrooms or invest in our popular home MOT service.”

Busy Katie works three evenings a week as a carer outside her full-time job in Customer Services. “I like helping people and I’m saving up for a deposit on a home,” she explains.

Katie’s top three reasons NOT to call Customer Services 1. Pest control – we can’t help if you have a problem with wasps, ants or other pests.

You can obtain expert help by contacting the local council or professional pest controllers.

2. Boiler breakdowns – to report this, go straight to Robert Heath Heating on 0333 240 8803 3. Fences not backing onto public access areas – we only repair and maintain fences where a property is next to somewhere with public access.

I’m surprised by how much I’ve learned. I’m even helping to train new colleagues, now!

Home Contents Insurance

Did you know that you need to have insurance for your personal belongings?

Info point

As your landlord we insure your home against damage. That covers the structure of your home, including fire or damage to the roof for example. Things like your carpets, furniture, household goods and contents of your freezer are not covered by this insurance, although people sometimes mistakenly believe that they are. You need to arrange your own cover in case of theft, fire, flood or other damage to your belongings.

As an SSHA tenant you are eligible to obtain insurance through the My Home scheme provided for housing association tenants. The cover is provided by the National Housing Federation in partnership with Thistle Tenants Risks and Allianz Insurance. It offers affordable insurance premiums, for which you can pay-as-you-go.

For immediate cover visit the My Home website at www.thistlemyhome.co.uk

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Retirement living options – available now Our apartments are designed to help you enjoy life. If you want to continue to live independently but in a smaller, easier-tomanage home, then our retirement living communities could be the right move for you.

Apartments for people aged 55+ are currently available to rent in these retirement living communities.

For more information call 01785 312292 today.

Coven Court, Coven | Studio apartments Waterfield House, Wombourne | Studio apartments Naden House, Huntington | Three-bedroomed apartment Oak House, Great Wyrley | Studio apartments Pinfold House, Cheslyn Hay | Studio apartments Old School Court, Wheaton Aston | One-bedroomed apartments Mill House, Kinver | Studio apartments A limited number of one and two-bedroomed apartments are occasionally available for rent or re-sale in our retirement living communities with care and support. For more information and to apply to join the waiting list for these properties call the numbers below: Corsers Court, Perton Cherry Tree Court, Essington Pencric, Penkridge Vine Court, Cannock

01902 747197 01922 712391 01785 711720 01543 465700

Creative development in a rural community A housing project by South Staffordshire Housing Association (SSHA) is finding creative solutions to a growing need for housing in our rural communities.

Two years ago SSHA made a comprehensive survey of its garage locations to identify new local development sites. As a result, we have been able to plan 24 new homes on former garage sites. The first of these homes have already been completed and occupied.

Neil Woodfield is a development officer with SSHA. He explained: “We looked at all our garage sites and identified those which might be suitable for development. By offering garage tenants alternative space at one of our other locations we could create space for lowimpact housing development.”

into more suitable accommodation. That means a new build has the potential to create homes for two households.

Brownfield locations already offer fantastic transport links and access to facilities.

Imaginative use of these spaces is a great way to improve neighbourhoods as well as meeting housing need.”

Carly Bolas collected the keys to a newlybuilt home on a former garage site in Featherstone. She lives there with her mother Elaine. “We love it here,” she says.

“My mum works at the hospital and now it is a lot easier for her to get to work.

It is a lovely home with lots of storage space. We feel really lucky. We found out we had got our new home just after my mum’s 60th and it was the best birthday surprise we could have wanted.”

Neil Woodfield, SSHA development officer

South Staffordshire has a shortfall of affordable housing, with the average house price now almost eight times the average household income. There is a particular need for smaller homes and bungalows.

Steve Collins is director of development and property services: “Creating smaller homes often improves mobility in the community because older people and smaller households are able to move

We found out we had got our new home just after my mum’s 60th and it was the best birthday surprise we could have wanted.

Carly Bolas, SSHA customer

Carly and Elaine Bolas

15

A great new home proves the Right Move for John Earlier this year we began advertising vacant homes in our retirement living communities on the property listing website, Rightmove. Since then, people who might not have known about these great living opportunities have settled into new homes.

John Robson moved into a flat in Old School Court in May, relocating from Sherbourne in Dorset. His new home means that he can see a lot more of his grandchildren who live in Armitage.

“When I was in the area visiting my son he went onto Rightmove and we found a property in Deansfield House, Brewood. We got in touch and explained that I was here for a short visit. A viewing was arranged straight away.

“The home in Deansfield House wasn’t right for me but staff there

I felt at home, even “before I’d moved in. ” John Robson, new resident of Old School Court

suggested I take a look at Old School Court. They organised a viewing for us on the same day. When we got to Old School Court we were told we could take as long as we needed to look around. I loved it and in less than a month it became my new home.

“I felt at home, even before I’d moved in.”

John used to make a 400 mile round trip to see his grandchildren. “Now I can be there in minutes. I sit in my new home, looking at the incredible gardens and think: ‘Aren’t I lucky?’”

Useful telephone numbers:

Details of homes currently available in our retirement living communities can be found on Rightmove. You can also obtain up-to-date information by telephoning 01785 312292

This newsletter is also available in:

• Gas leaks

• Street lighting

Large print

(National Gas Emergency Service)

(South Staffordshire Council)

Audio

0800 111 999

• Electrical emergency

0300 111 8000

• Street cleaning

01902 696316 0800 40 40 90 (National Grid)

• Health and sickness help and (South Staffordshire Council) • Personal concerns, advice 111 (NHS Direct) worries and troubles • Police 101 (non-emergency) • SSHA gas repairs and service 08457 90 90 90 (Samaritans) • General property repairs, 0333 240 8803 rent payment, debt advice (Robert Heath Heating) and fault reporting • Refuse collection SSHA Customer Services 01902 696203 01785 312000 (South Staffordshire Council)

Proud of our members

Braille Other languages For more information call Customer Services

Acton Court, Acton Gate, Staffordshire ST18 9AP Customer Services t: 01785 312000 e: enquiries@ssha.co.uk www.ssha.co.uk