Stockport at home | Issue 48

Stockport@home Your customer newsletter Issue 48 | March 2019

Our training programmes offer local opportunities in Stockport’s new food and drink hotspot!

Page 8 Page 3

Star Awards 2018 winners

Apply for ÂŁ1,000 with our Community Fund Page 4

Are you struggling to manage in your home?

Universal Credit Support

Affected or worried

by Universal Credit?

Our Universal Credit Team are specialists who are fully trained to help you with these changes. They have already been a huge support to many of our customers and are ready and waiting to offer you help and advice. Please call 0161 217 6016 (option 3) or visit stockporthomes.org/universal-credit for more information.

Universal Credit means going online – if you are worried about your digital skills please call 0161 494 9947 to book onto a computer session for beginners, taking place on Tuesday afternoons at Cornerstone. To find out about more computer sessions across Stockport, please go to the events calendar at stockporthomes.org Last year we targeted nearly 700 of our customers that we knew would be most likely affected by the changes under Universal Credit, with staff walking round neighbourhoods and knocking on doors. This led to 144 referrals to our Employment Support team and further contact with over 150 customers who asked for help managing their money. If you would like face-to-face support, please don’t hesitate to drop into Cornerstone between 2pm - 4pm Monday to Friday to chat to our friendly team.

Natalie Foley, Jade Whittle and Nichola Halford

Stockport Homes One Number Please be aware that our main contact number is

0161 217 6016 2

Stockport at home

Over the past few months we have supported a number of customers, including Jenny and her daughter who were referred to us after her marriage ended. Jenny had relied on her husband for everything and he had been her registered carer.

We helped Jenny change her benefits so she received more money and supported her to set up a direct debit so she could start paying off her rent arrears.

Our Furnished Tenancy service helped Jenny get her house carpeted and a referral to Rob in our Furniture Recycling Service meant Jenny and her daughter could have new mattresses.

Once we supported Jenny with her home, we encouraged her to attend one of our health and wellbeing courses.

Jenny has completed the course, made new friends and, with newfound confidence is looking forward to building her work experience through volunteering.

If you think the Housing Support Team could help you, please call 0161 474 3772 or drop in and see us at Cornerstone, Monday to Friday 1pm - 4.30pm.

There are then four options available when you ring: Option 1

Option 2

Option 3

Option 4

Repairs

Rehousing, Homelessness, Applications & Bidding

Payments, Rent & Money Advice

Tenancy Related Issues and Property Offers

Our team is available 8.30am - 5pm Monday to Friday with the exception of Repairs staff who are available 8am - 5pm.

Star Awards 2018 We had a fantastic night celebrating customer achievements at our Star Awards evening on 30th November 2018 at Stockport Town Hall.

The annual ceremony showcases groups and individuals who have made an outstanding contribution to the community. Mayor of Stockport Walter Brett presented awards to the winning nominees who have helped to make Stockport a better place to live.

Winners 2018 Community Spirit Award

Special Recognition: Phoebe Bolland

David Greaves

David helps bring families together through fishing

Community Initiative Award

Phoebe works hard to keep her community clean and tidy

Individual Achievement Award

AutiSK

These volunteers provide support for families

James Allen

James helps others in need explore their creativity

Find out more on our website stockporthomes.org

Neighbourhoods Bramhall and Cheadle Hulme Four training hubs are being set up across Stockport to deliver ‘Digi-we-do’, a project to help older people gain digital skills.

Stockport Central We support the OWLS Group (Ongoing Women’s Local Support) and are looking to help them expand their services, including delivering abuse awareness workshops in schools.

Cheadle Oaktree Court sheltered scheme is undergoing a major external and internal refurbishment. The new facilities will include mobility scooter charging points.

Heatons and Reddish The Victorian era York House on Heaton Moor Road will be refurbished to provide five flats, with an additional six new build flats to be constructed within the grounds.

For more information about your neighbourhood, please email neighbourhoods@stockporthomes.org

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Free and confidential support for you

Community Fund now open!

If you are feeling stressed, anxious or low, we offer free support service and one-to-one counselling sessions for customers, in partnership with TLC counselling (Talk, Listen, Change).

If you are part of a non-profit organisation or project that helps to improve Health and Wellbeing, brings communities together or improves the local environment, then we want to support you!

Our Community Fund is open throughout the year and in 2018 we funded local family camping trips, an art project for children in Heaton Norris and a new foodie market in Reddish, as well as contributing towards equipment and improving facilities for a Scout group in Cheadle.

To find out more about the Community Fund or get involved with the Community Fund Panel, please visit stockporthomes.org/ community-fund or contact the Customer Engagement and Inclusion Team on community.fund@stockporthomes.org

or 0161 218 1091.

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If you feel you would benefit from talking through difficult issues in your life, such as bereavement, a relationship breakdown, work or home stress or long term illness, you can access up to twelve sessions free of charge via talklistenchange.org.uk /stockporthomes or by calling 0161 872 1100.

TLC offers counselling at various venues throughout Stockport, including Adswood, Brinnington, Bridgehall, Central Stockport, Heaton Chapel and Offerton. The service is completely confidential and is free of charge.

#ActiveAgeingSK

Energy Advice

What to do if your energy supplier goes out of business

Are you aged 65+ and have experienced a significant life event?

In 2018 a number of energy suppliers ceased trading and it can be hard to know what to do if this happens. Our top 3 tips if your energy supplier goes out of business: Do not worry about your supply being cut off, it won’t be (continue to top up, though, if you are on a prepayment meter).

Do not switch suppliers yet. Sit tight and wait until your account is transferred to the new supplier.

Once this has happened you can change tariff or shop around.

Do not worry about losing any credit. This will move over to your new supplier, who will contact you about how it works.

If you have any queries regarding your energy supply, are concerned about your energy bills or unsure how to use your heating controls please contact our Home Energy Advice Service on energy.advice@stockporthomes.org or 0161 474 4062 for a free energy advice visit or over the phone advice.

Could you benefit from a 12 week peer mentor scheme?

Would you like to get more physically active?

For more information email

info@ageukstockport.org.uk or call Age UK Stockport on

0161 480 1211 Sport England - Active Ageing in Stockport

Feeling the pinch after Christmas?

Start saving for Christmas 2019 You could start putting pennies away for next year today, using a Christmas Saver Account with Stockport Credit Union. Your ‘locked down’ Christmas savings will only be available to withdraw between 1 November and 31 December 2019, making it easy for you to save small amounts throughout the year ready for the festive season!

For more information call 0161 430 5808 or see home.btconnect.com/stockportcu

Save time, join us online.

myonline.stockporthomes.org

Did you know more than 3,500 of our customers are already registered with myonline?

You will soon be able to make a repairs appointment using our new online service. Keep checking our website and social media posts for updates on when you can start using it.

Myonline already allows you to view your rent account, make payments and view and bid on available properties online. To become a member please go to stockporthomes.org/myonline Stockport at home

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. . . s t n e d i s e From our r ort Homes, Dear Stockp

e in using Schem o H d re te el h hy Green S of the at the Smit ts an n anniversary te d n s o A ec s e th brated we have cele Cheadle Hulme, . side our block ut o t s ju g in zebra cross community port Homes ck to S is th y road, enty years side of a bus For over tw er th ei n o flats us living in the ed to dangero s ea cr in of residents ad h he traffic ods a crossing. T r fo d le to deliver go ea p s rt ap ca d an horses ad built for ching the levels on a ro ulme Hall. Rea H e us o H or y Tudor Man ardous to the nearb become a haz ad h y dr un ed to ge and the la cilities that us fa communal loun d an es ti vi e acti ely limiting th journey, sever be enjoyed.

f action and a plan o ge un lo e th ng in uncil for a sidents meeti tockport Co We had a re S to n io at lic app support an developed to ing. zebra cross

It is ce to us all. en er ff di e ug a h area. g has made esses in the in us The crossin b d an , schools y local people appreciated b r this ort Council fo p ck to S d rt Homes an happen. to Stockpo u yo k d to make it an ar h h T o s ed o work all those wh work, and to

ts Green residen y h it m S e h T

A busy year in Brinnington for 1ST Stop Café

It has been another busy year for the volunteers at 1st Stop Café in Brinnington, based in First House.

90

hot meals served a week

3,600

volunteering hours to run the café

raised nearly

£400 for

MacMillan

If you would like to know more about local community groups or volunteering opportunities please contact Louise Evans on 07875 990 222 or email louise.evans@stockporthomes.org 6

Stockport at home

Fabulous Foundations Over the last 18 months, we have been working with All Saints Primary School in Heaton Norris to deliver fun and exciting activities for its young pupils during the school holidays. In October 2018, we also moved into a second school, Westmorland Primary School in Brinnington.

The club sets out to inspire children by building their self-esteem, self-confidence and aspirations, giving them the opportunity to try new activities.

Is this something your child’s school could be interested in?

For more information please contact the Customer Engagement and Inclusion Team on 0161 218 1091.

Meet Rob,

our Furniture and Recycling Officer Rob collects and recycles unwanted (but still in good working condition) furniture and electrical white goods and donates them to families or residents who are in need.

We will collect: • Sofas, suites and armchairs • Tables and chairs • Bed frames and bedroom furniture • Wardrobes and drawers • Washing machines and tumble dryers •

Fridges and freezers

• Some small electrical goods We will not be able to collect: • Mattresses • Used bedding (pillows, duvets etc.)

• Soft furnishings that DO NOT have the appropriate fire label attached • Large pieces of furniture such as dressers and sideboards If you think you have suitable items to donate, please visit stockporthomes.org/furniture-recycling to complete the referral form.

To be referred to the Furniture Recycling Service, please speak to your Housing Officer, our Housing Support Team or call 0161 218 1091.

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Trainin

g

Last year we offered an exciting opportunity to work in Blackshaws Café in the heart of Stockport Marketplace through our employment training programme.

Employment

Shannon Goddard and Jessica Hardacre have been working in the café since it reopened in December 2018, and told us how our programme transformed their lives.

Shannon said: “We completed an assessment day, training day, food and hygiene course, manual handling course, and interview skills.”

Jessica said: “Considering I had no relevant experience, the course really helped me. I’m looking forward to progressing in this field.

There’s a real community spirit here and we have a lot of regulars, which is really nice to see so early on.”

Both ladies said they would definitely recommend the course to other people.

Motiv8 can help you get back on track Are you or someone you know aged 25 or over and not in employment or training? If so, our Motiv8 team can help you overcome barriers and support you to move forward.

Everyone is unique and we will work with you to build a tailor-made plan to help improve your life and move towards training, job search and employment opportunities.

Motiv8 is delivered across Greater Manchester and is funded by the European Union, through the European Social Fund (2014 – 2020) and the National Lottery, through the Big Lottery Fund.

To find out more about Motiv8, visit motiv8mcr.org, call 0161 331 2048 or email info@manchesterbbo.co.uk

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Stockport at home

Mark said: “The crucial thing about Motiv8 is they said to me ‘what do YOU want to do’ and then they supported me every step of the way by providing great guidance to make it happen. I can’t thank them enough. My life has been transformed.”

e

rs free training cou a n o s ill sk ew n Gain

built Get a job t programmes are en m oy pl em t or sh ions Our With real qualificat s. er oy pl em l ca u lo around this course gives yo s, w ie rv te in ed te and guaran getting that job. the best chance of mmunity Help your local co t more involved in your ge If you would like to luntary work, then we have vo y kport community or an ification, ‘The Stoc al qu ed is om st cu our own tion’. tificate in Participa Homes Level 2 Cer alth and wellbeing sting, Improve your he re troduce you to inte Our programmes in to build your confidence ed fun activities design d anxiety, including an and reduce stress ss. i Chi and mindfulne problem solving, Ta day!

Coming up… at Work course to d Ai t rs Fi r ou r fo Sign up e 14th March Taking place on th 9.30am – 4.30pm t urse please contac To book onto a co 62 or email us on 0161 474 28 stockporthomes.org @ customer.training

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9!

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and ction e r i d in ange d training h c a n 9 with loyment a 1 0 2 ver t Star lped o s r emp e u h o m e r Tea ch a explo nities. yment mpanies su lo u p t r m lm and co e n h oppo 018 our E u it D w 2 ors, jobs During ple to find Bamford Do , eo 100 p e, McVitie’s t Homes. n or o m at Vodaf hin Stockp nt tea m e it m w y plo 3p even our em ys 10am - ays t e e Frid sda nd m p in a e on Thur ington on o r D

• rston Brinn Corne st House, at ir t l form nt-suppor or at F 3pm a r r e f e e re 10am te our onlin g/employm a member r ple s.o k to • Com porthome 3 and spea stock 1 474 377 016 • Call team of the

Change lives and volunteer!

Learn new skills, improve your confidence and meet some great people. If you ’re looking for work, it could also help boost your CV. > Your Local Pantry couldn’t open its doors without a team of dedicated volunteers. We have a number of roles available; receiving and putting away deliveries, helping customers in the shop or updating records in our office. Please apply online at yourlocalpantry.co.uk or contac t Anna Jones, Food Sharing Officer on 0161 474 4760 to find out more. > The Furniture Recycling Service is a green, eco-friendly initiative, wh ich supports families on low incomes to get furniture for the ir homes. The service is completely dependent on donatio ns and volunteers to help us make collections and deliver ies. If you would be interested please contact furniture @stockporthomes.org or 0161 218 1091.

For information on more volunteer ing opportunities call 0161 474 3773 or go to stockporthomes.org/employm ent-support and complete the form.

t r a t S h s Fre Make

Would you like to be part of an exciting new team, working at Stockport’s newest hotspot for food-lovers? ort The Produce Hall on Stockp Marketplace is recruiting! nsformation Be a part of the exciting tra nd new of Stockport and join the bra rant, social food and drink restau opening April 2019! more, come If you would like to find outth March. along to an open day on 8 Register your interest by ail calling 0161 474 2862 or em customer.training@ stockporthomes.org Stockport at home

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Become a member at

Your Local Pantry is not a food bank, but a network of community food stores located across Stockport.

You can become a member by signing up to pay just £3.50 each week!

This gives you access to a weekly visit to the Pantry where you can select your own groceries from the wide variety of stock on display which includes chilled, frozen, dairy, meat, fresh fruit and veg plus all the usual store cupboard favourites.

The Pantry gets the majority of its food from the national charity FareShare, which redistributes surplus stock from big supermarkets and food manufacturers. The Pantries have no control over the stock they receive and each delivery day is a complete surprise, but there are always plenty of goodies to choose from!

Kellogg’s cornflakes 750g Mince 500g 2x ready meals Cheese Milk 1 litre Rice 500g Pasta 6x apples 4x bananas

£3.50 £2.50 £5.00 £2.50 £0.80 £ 1 .00 £0.70 £1 . 60 £0.80

Total retail value = £18.40

At Your Local Pantry = £3.50

Saving £14.90!

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Stockport at home

0 0 , 0 9

o the visits t ach year se Pantrie

67 tonnes

of food redistributed each year

Average saving per member

£450

each year Interested in becoming a member?

If you are a Stockport resident you can sign up online at yourlocalpantry.co.uk/apply or visit Your Local Pantry during opening times, which can be found on the website also.

We operate a specialist ASB Service which deals with all forms of anti-social behaviour ranging from loud music, drug dealing and violence to harassment and hate crime.

We recently worked closely with the police and successfully evicted a tenant on Branksome Road after £3000 worth of damage was done to his property and threats of harm were made to others. In order to protect our tenants, a Court Order was secured to ensure he is unable to return to the property. For more information on this case, please see stockporthomes.org If you are experiencing any form of antisocial behaviour then please do not suffer in silence. Please contact your ASB Team on 0161 217 6016, by reporting online at stockporthomes.org or by visiting Cornerstone.

All reports will be in the strictest of confidence and your dedicated ASB Officer will be able to help.

Housing Fraud

Last year we recovered 22 properties which were being used fraudulently

You can help us by reporting tenancy fraud to: • 0161 474 2680 • housingfraud@stockporthomes.org • stockporthomes.org/housingfraud Reports can be made anonymously For example, we successfully repossessed a family home, after a member of the public filed a report, sparking a full investigation. The property then became available and a family in need was able to enjoy a new home.

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We delivered Winter Welfare visits to

Winter Welfare visits These visits provided advice and assistance on keeping warm, eating well, checking vaccinations were up to date and identifying any trip hazards to help prevent falls. Customer feedback is extremely important to us and surveys that we do with customers during these visits are used to improve our services.

500 older people living in our properties before Christmas.

Have you used our services recently?

Whether we’ve met with you in person or handled a quick query on the phone, we want your feedback on how we did.

Win for two!

By completing our Service Standards survey, you will also be entered into a free prize draw to win coffee and cake for two at the Windmill Coffee Shop!

Please headused to stockporthomes.org/customer-experience Have you our and follow the link to complete the survey. services recently?

Fire Safety Update Whether we've met with you in person or handled a quick query on the phone, we want your feedback on how we did.

Keeping you safe

We work closely with Greater Manchester Fire and Rescue Service, to By completing Service Standards ensure all ofour the blocks of flats we manage meet fire safety regulations.

survey, you will also be entered into a free prize draw to win coffee and cake It is essential that corridors in blocks for two at the Windmill Coffee Shop!

remain clear at all times to allow

for a safe exit in the event of a fire.

Mobility scooters cannot be stored on the corridors, and ideally must be kept within your own flat. If this is not possible, you must speak to our Neighbourhoods Team who are offering help and advice to residents that already own a scooter, and we have recently been completing safety visits to known scooter owners to discuss safe storage.

If you are considering getting a mobility scooter, please contact our Neighbourhoods Team as prior approval is needed on 0161 217 6016 (option 4) and one of our specialists will help you.

For more information, see stockporthomes.org/scooters 12

Stockport at home

Mutual Exchange No Points? No problem!

Finding a Mutual Exchange could be easier than you think...

Find properties to rent with us on

Did you know most Stockport Homes tenants can swap homes with other tenants, even if they don’t have any bidding points?

Complete an application at stockporthomes.org/swap-homes or call 0161 474 3179 for a form.

Did you know that if you have a household income of £17,000 and a deposit of £3,125, you may be eligible to buy one of our Shared Ownership two-bedroom apartments?

Prices start from £62,500 (based on a two-bedroom apartment on either our Woodley or Bredbury developments) Please email sales@stockporthomes.org or ring 0161 218 1303 for further information.

Apartments at Mill Lane

Bredbury Curve

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Board news The Board is made up of customers and independent members who bring different skills to the table. They work together to ensure excellent services are delivered and to make plans for the future.

During the last Board Meeting (10th December 2018) it discussed rent and services charge levels for Stockport Homes’ own and the Council’s properties for 2019/20 and it will consider budget proposals at its meeting on 18th March 2019.

For any information about the Board and its work please contact Jeremy Beatty, Governance Manager on 0161 474 2850 or jeremy.beatty@stockporthomes.org

an

Robin Burm

Chair of the Board

Customer Scrutiny Panel The Customer Scrutiny Panel (CSP) reviews the services we provide, highlighting good practice and recommending any improvements to our Board. This helps make sure high standards are maintained. The Panel meets twice a month for two hours per session. It is a great way to be involved and make a positive difference.

Panel members attended the 2018 STAR Awards, where they were nominated for both group and individual awards.

The CSP are reviewing whether the current Service Standards Framework provides meaningful information for customers and how performance is monitored and shared with customers. The Panel’s report will be presented to the Board’s Operations Committee during February 2019.

During January the group welcomed new member, Robert McGechan, to the Panel.

For more information or if you are interested in becoming a member, please contact our Governance and Scrutiny Officer, Callum Rimmer, on 0161 474 2219 or callum.rimmer@stockporthomes.org

Customer Monitoring Group The Customer Monitoring Group meets four times a year, to make sure that customers’ views about how we perform are shared with Stockport Council. The group reviews reports relating to performance and finance and its comments are shared with the Councillors who monitor our work.

Joining the Customer Monitoring Group not only gives people the opportunity to hold us to account for our performance and spending but can also provide members with the opportunity to

Governance and Scrutiny survey 2019 14

Stockport at home

gain skills. For example, one of its recent former members has just been accepted on to the Board of a local charity because of the experience she gained in the Group.

For more information or if you are interested in becoming a member, please contact Jonathan Kelly, Governance and Scrutiny Officer on 0161 218 1666 or jonathan.kelly@stockporthomes.org

Complete our Governance and Scrutiny customer survey and you could win a £50 shopping voucher. stockporthomes.org/consultation

£50

LOV E VOU 2SHOP CHE R PR IZE D RAW !

Customer Super Six Our Super Six looks at our performance and the areas that really matter to you, our customers.

Wo w!

Number of new affordable homes

191 it up Keep

Well done!

Overall satisfaction with the outcome of repairs

98.7%

Target: 97.5% Repairs completed right first time

96.5%

Target: 94%

az Am

ing!

going Keep

Calls to the repairs contact centre picked up

92.8%

Target: 95% Anti-social behaviour complainants satisfied with the outcome of their case

99.5% Target: 98.5%

A Decade of Excellence We are very proud to say that we have kept our Customer Service Excellence accreditation for another three years, meaning we have now achieved over a decade of customer service excellence. We always try to make sure that customers are at the heart of our organisation and our most important priority so this is fantastic news.

At the start of the year, ‘Best Companies’ and the Sunday Times also awarded us three stars. This is the highest possible rating and celebrates our tenth year of participation in Best Companies, reflecting our dedication to being a great place to work and excel.

Brilliant

Satisfaction with the quality of service during investment work

98.8%

Target: 98.5%

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Do you worry that you or a loved one will fall at home and be left waiting for help to arrive?

Perhaps you are often uninjured but struggle to get yourself up?

Would it reassure you to have a fully trained response officer with specialist lifting equipment available at the touch of a button?* For less than £1 per day (£5.96 a week for silver service) Carecall will respond to an emergency 24/7/365, meaning you can rest easy knowing someone is there should you need them. *Lifting service available between 07:00-22:00 seven days a week. Outside of these hours a family member / carer will be requested or an emergency response will be arranged.

SPECIAL OFFER Readers of this newsletter will receive free installation of the telecare alarm unit, pendant and a keysafe (usually £49.99).

Simply contact the team quoting ref: NL1

0161 218 1655

You can get free copies of newsletters and other documents from Stockport Homes on audiotape, CD or in large print. For more information, please contact Phil Rhodes: on telephone 0161 474 2860 text 07891 949 399, email phil.rhodes@stockporthomes.org.

Please Please recycle recycle this this newsletter newsletter appropiately. appropiately.