Insight 2022/23 | Pine Court Housing Association

INSIGHT 2022/23

COST-OF-LIVING SUPPORT

NEW WEBSITE

MEET OUR TEAM

ANNUAL REPORT

If you need help understanding the information in this document, please contact us on 0151 709 6878.

CONTENTS

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NEW WEBSITE

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FEEDBACK

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SHAPING OUR COMMUNITIES

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PROMISE FOR A BETTER FUTURE

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TOP TIPS TO REDUCE YOUR BILLS

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UPDATE YOUR DETAILS

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COME AND CHAT

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MEET THE TEAM

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COST-OF-LIVING SUPPORT

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SEWERS & DRAINS

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REFUGEE STORY

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ANTI SOCIAL BEHAVIOUR

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INSIGHT

NEW WEBSITE Introducing Pine Court Housing Association’s new website!

We’ve been busy transforming our website to give both new and existing customers the best digital experience.

Built around feedback from our valued customers and stakeholders, the new site; offers improved user experience, showcases the impact we make across our diverse, inclusive communities, provides robust translation features for BAME customers.

Hear what our customers had to say: “Everything is easy to access and clear, so I know where to look for things”

“Really like how easy it is to use. The translations are good”

“Lovely to see pictures of the community and employees”

EXPLORE THE NEW WEBSITE TODAY! pinecourt-housing.org.uk

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INSIGHT

FEEDBACK We are dedicated to providing excellent customer services and your feedback is essential in helping us shape our services.

If you want to share a suggestion, give a compliment, or make a complaint, please talk to us: pinecourt-housing.org.uk/ feedback

100% of customers were satisfied with our home improvement works

95% of customers were satisfied with our first-class repairs service Source: transactional survey of customers receiving the service in 2021/22

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SHAPING OUR COMMUNITIES During 2021/22

Our annual report details how we have strengthened our offer and services for customers across the last financial year.

As we continued to navigate through the impacts of COVID-19, the year brought challenges to our customers, communities, and partners alike. Despite this, we have continued to support our mission of creating opportunities and changing lives, as we positively promote cultural cohesion across our

communities which are made up of 56% Black, Asian and Minority Ethnic (BAME) customers.

Across 2021/22, our customer satisfaction rates were reported at an impressive 99.3%. We believe these high levels of satisfaction are supported by our newfound ways of working, in addition to the improvements we have made.

Explore the report now: pinecourt-housing.org.uk/ annual-report

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INSIGHT

PROMISE FOR

A BETTER FUTURE We are dedicated to reducing our environmental impact as we strive towards a better future for our communities.

Learn more about The Sovini Group’s net-zero carbon commitment:

pinecourt-housing.org.uk/ net-zero-carbon

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TOP TIPS To reduce your bills

Top tips to reduce your bills Follow our top tips to save money on your energy bills:

Close your doors Reduce draughts and wasted energy

Turn down the heating by 1° You could reduce your heating bills by up to 10%

Fit energy saving bulbs They last 10 x longer will save you money

Switch off appliances Appliances still use energy when they’re on standby

Check your curtains Don’t cover your radiator with curtains

Stop using a tumble dryer Dry your clothes using a washing line or maiden instead

Boil what you need Having a brew? Only boil as much water as you need

Download our checklist to keep track of your progress

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INSIGHT

UPDATE YOUR DETAILS Got a new email address? Changed your phone number? Have a new emergency contact?

It’s important that we have the right personal details on file, should we ever need to contact you.

Please contact us today to update your details:

pinecourt-housing.org.uk/ contact-us

Protected characteristics When you speak to a member of our team, we may ask to collect personal details relating to protected characteristics included in The Equality Act 2010.

Protected characteristics include: age, disability, gender identity/ expression, marriage/civil partnership, pregnancy/maternity, race, religion/belief, sex (gender) and sexual orientation.

We collect this information so that: •

we have a true understanding of who our customers are

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we can tailor and improve our services to suit individual needs

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everyone is treated fairly and consistently, and no-one is discriminated against

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everyone feels included

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we can create a culture of community cohesion enabling people to be their true, authentic selves

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we can identify who is and isn’t using our services. ensuring there are no real or perceived barriers for anyone

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we can identify underrepresentation in our communities

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we remain compliant with legislation

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we can monitor performance and provide statistical data, where necessary

For more details, please email diversity@sovini.co.uk

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COME AND CHAT !

We are now hosting drop-in community sessions in Liverpool and Wirral.

Come along and speak to our friendly multilingual assistants who will help you with: •

Housing and your tenancy

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Repairs

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Financial support

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Translation

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Reporting anti-social behaviour and hate crime

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Joining our Customer Empowerment Panel Location

Address

Time

Upcoming Dates

Liverpool

Pagoda Arts Centre 65 Henry Street, Liverpool L1 5BU

1pm to 4pm

7th & 21st February 2023 7th & 21st March 2023

Wirral

Wirral Multicultural Organisation 111 Conway Street, Birkenhead CH41 4AF

9.30am to 12.30pm

14th & 28th February 2023 14th & 28th March 2023

Need to speak to us sooner? Please get in touch: pinecourt-housing.org.uk/contact-us

INSIGHT - SPRING / SUMMER 2020

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INSIGHT

MEET THE TEAM With a small team of just six employees, we have a track record of contributing to regeneration across the Liverpool City Region. We believe in success through collaboration and work hard with colleagues from across The Sovini Group to create a better future for our thriving, inclusive and diverse communities.

David Brown, Director of Operations Our Director of Operations manages the Housing Services Team and is responsible for all of Pine Court Housing Association’s operations. David is responsible for the development of strategies for the provision of effective and co-ordinated services to our customers.

David also has a valuable presence on several local groups, including:

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Chair, Liverpool City Region Equalities in Housing Group

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Deputy Chair, Liverpool City Region Hate Crime Strategic Group

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Board Member, Citysafe

A born and raised Liverpudlian, David comes from a dual-heritage family, with his roots being West African and Welsh.

One of the main aspects he enjoys about his role is “the positive difference our team is bringing to customers’ lives,

helping the most vulnerable and disadvantaged people in our society to access quality housing and services.” He also draws satisfaction from “seeing the team develop and supporting colleagues into successful careers in housing.”

In the latest podcast episode of Sovini Speaks, David discussed his life growing up in Liverpool, his career journey into housing, and what it’s like being a leader of a BAME housing association following the Black Lives Matter movement.

Have a listen

David Draper, Senior Neighbourhood Services Officer Our Neighbourhood Services Officer is responsible for all neighbourhood and housing related functions across our properties and communities.

David’s role includes working with and supporting our diverse range of customers with any issues they

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David Brown, Director of Operations

Wilson Lau, Bilingual Neighbourhood Services Officer

Tracy Lin, Bi-lingual Housing Assistant

David Draper, Senior Neighbourhood Services Officer

Jacque Atkin, Bi-lingual Housing Assistant

Kevin Zhu, Bi-lingual Housing Apprentice

may have relating to their home and tenancy. He also works with our community partners and agencies to deliver various projects and initiatives in the local Chinese and general communities.

He says “helping customers who have had similar life experiences” to him is the part of his role that he loves the most. Through his own journey, he is “able to help customers adapt to a new culture, and overcome language barriers.”

Born and raised in Liverpool, David enjoys “engaging with the Chinese community, and establishing good partnerships with agencies and BAME communities.”

Jacque is originally from China and has lived in the UK for 12 years after moving from New Zealand. She enjoys the sense of achievement she feels from “supporting customers, being able to provide a better quality of life and helping them plan for their futures.” able to provide a better quality of life and helping them plan for their futures.”

Wilson Lau, Jacque Atkin and Tracy Lin, Bi-lingual Neighbourhood Services Officer and Housing Assistants Our Bi-Lingual Housing Assistants provide housing and administration support and deal with customer enquiries.

They also provide general rehousing advice to applicants and bi-lingual services to support our customers.

Wilson was born in Hong Kong and has lived in the UK since 1990.

Tracy has lived in the UK for 19 years and came to the country as a teenager after growing up in a small town in China called Xing Hui. She loves being able to combine her language skills and knowledge to “help change customers’ lives, supporting members of the Chinese community to distinguish a life for themselves as they embark on a new start in the UK.”

Kevin Zhu, Bi-lingual Housing Apprentice Our Bi-Lingual Housing Apprentice provides housing and administration support and deals with customer enquiries. Kevin also provides general re-housing advice to customers.

Kevin was born in GuangDong in China and has lived in the UK for seven years. He says that Pine Court Housing Association “is more than just a working group, we are a family” and he enjoys “delivering a bilingual service to those who may struggle with language barriers.”

Interested in starting your career with the UK’s best place to work? Explore our careers: pinecourt-housing.org.uk/ aboutus/careers

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INSIGHT

COST-OFLIVING SUPPORT We’re here to help

As the cost-of-living rises to an all-time high, we want you to know that Pine Court Housing Association is here to help you.

Support services

Healthy meals on a budget

To help you during this challenging time, we have created a digital guide with links to support that you can access.

Over the upcoming autumn and winter months, we will be providing tips on how you can save money, signposting local support services, as well as offering advice and guidance when you need it.

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Struggling to pay your rent?

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Not sure what benefits you are entitled to?

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Need help with bills?

No-one should have to heat, eat, or live with financial worry.

From affordable traybake dinners to cheap slow-cooker recipes, the BBC have created a guide to some of the best healthy recipes that you can make on a budget.

Some even cost £1 a portion, or less!

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Unsure how to access food banks?

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Struggling with mental health?

Our digital guide is available 24 hours, 7 days a week, and will be updated regularly.

Access the guide: pinecourt-housing.org.uk/ customer-support/costof-living

Head to the BBC’s website: bbc.co.uk/food/budget

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Need a free space to keep warm this winter?

As cost-of-living continues to rise, we know you may be concerned about staying warm as the weather gets colder.

Please visit our digital guide to see what support is available: pinecourt-housing.org.uk/ customer-support/cost-of-living

Need to speak to someone at Pine Court Housing Association?

Don’t suffer in silence, we are here to help you. contactus@pinecourthousing.co.uk 0151 709 6878 Please note that our email and phone lines are monitored between 9am and 5pm, Monday to Friday (excluding bank holidays).

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INSIGHT

SEWERS & DRAINS Explained - which pipes are you responsible for?

Homes across the UK commonly have three plumbing systems – potable water, sanitary and stormwater drainage. Some of these systems equate to over 65 metres of pipe, which is the same as six telephone poles.

With pipes hidden away from view inside your home and under the ground, it’s important to know who is responsible for their upkeep, including you!

Who is responsible for pipes, gutters, and drains?

Who is responsible for public sewers?

Pipes, gutters, and drains in and around your home remain your responsibility, including drains within the boundary of your property.

United Utilities are responsible for large public sewers that take wastage and rainwater run-off to specialist treatment centres, including the wast from your home.

Shared drains are common in apartments, terraces, and semi-detached homes. If your drain meets together with a neighbour’s, before it reaches the public sewer, this will be United Utilities responsibility.

Who is responsible for road gutters/gullies?

Your local council is responsible for the small grate-covered openings (road gullies) at the edge of roads. If you are worried about a potential blockage, find out who your local authority is online and contact them.

Think you’ve got a leaking pipe?

Report a repair: pinecourt-housing.org.uk/ contact-us

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DAMP, MOULD AND

CONDENSATION Damp, mould and condensation in your home If you suspect damp, mould or condensation issues in your home, please report this by calling us on 0151 709 6878.

Our commitment to you:

The first step you should take if you have any concerns about your home is to report this to us – immediately.

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It is essential that together we’re proactive in tackling damp, mould and condensation.

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We will thoroughly assess and identify any damp, mould or condensation reported We will carry out any repairs, remedial works, and improvements to rectify the problem We will provide support on how together we can reduce the levels of condensation in your home through informative and supportive guidance

To find out more information, FAQ’s and top tips, scan the

QR code, visit our website or call us: pinecourt-housing.org.uk 0151 709 6878 contactus@pinecourt-housing.co.uk

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INSIGHT

MOVING TO THE UK CHANGED MY LIFE Chinese refugee shares her story 36 years on Mum of three, Tieubinh Tien has lived in the UK since 1986, and met with Pine Court Housing Association to reflect on her transition from life in Vietnam and China to England in celebration of Refugee Week.

In 1978 Ms Tien lived in Vietnam with her then husband and twoyear-old son, working in fabric factories and making shoes. At just 23 years old, she was forced to flee from racist attacks in postwar Vietnam. The young family sought refuge in mainland China in 1978, and later moved to a refugee camp in Hong Kong.

Reflecting on this time in her life, Ms Tien said: “I was riddled with fear and unable to sleep due to the [Vietnam] War. We had no choice but to flee and were fearful of the future with no idea what was going to happen tomorrow. All we had was each other and the community of people who also lived in the camp.”

Three months following the birth of their daughter in 1986, with their son then ten years old, the family were granted asylum in England and travelled from Hong Kong to the Wirral where they settled in Rock Ferry. They then welcomed the birth of their third child in 1987.

To help the family settle into life in England, the Government sponsored Ms Tien and her husband onto an ESOL (English for Speakers of other Languages) course at Wirral Met College, which supported her into employment within the hospitality sector.

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The family of five were one of Pine Court Housing Association’s first customers when the organisation was formed and lived in a home in Birkenhead until 2010 when Ms Tien and her husband divorced. Following the divorce from her husband, she moved to one of the housing association’s apartments in Liverpool’s Great George Square.

Ms Tien went on to speak about how appreciative she was: “Moving to the UK changed my life, I am so appreciative. It was exciting to have a future we could look forward to, with a safe place to stay and enjoy life.”

She added: “I love where I live, the location is great and my neighbours are lovely, it is nice and quiet.

Pine Court are a very good organisation and look after the whole community, not just their customers.”

Ms Tien is now retired and lives in one of Pine Court Housing Association’s independent living schemes and spends her spare time as part of the housing association’s Customer Empowerment Panel and Chinese dance group who most recently performed as part of celebrations during the Platinum Jubilee.

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David Brown, Director at Pine Court Housing Association said: “We are all about creating opportunities and changing lives here at Pine Court, as we build diverse, inclusive communities where our customers can thrive.

It is inspiring to hear all about Ms Tien’s life and how moving to the UK was transformational for her family. We always enjoy attending events and seeing her dance group perform during community celebrations.”

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INSIGHT

YEAR OF THE RABBIT Year of the Rabbit sees the return of community celebration Predicted to be a year of hope, the Year of the Rabbit saw the local community come together for its first event since COVID-19 at the Pagoda Arts Centre, which celebrated its 40th year in 2022.

Through its Community Development Fund, Pine Court Housing Association supports hundreds of local beneficiaries each year by partnering with organisations to create safer, more inclusive, healthier communities.

Hosted by Pine Court Housing Association for the local community, the event included a raffle, a traditional Chinese fan dance from Pagoda Arts dancers, food from Big Bowl, with lion dances and kung fu performances

by Hung Gar Kung Fu Association.

Established in 1986 as a registered social landlord with a mission to provide quality homes and inclusive housing services for those in need, Pine Court Housing Association continues its mission to create opportunities and change the lives, promoting cultural tolerance and cohesion across the Liverpool City Region as part of The Sovini Group.

David Brown, Director at Pine Court Housing Association said: “We are proud to be building a better future for our diverse, inclusive communities across the Liverpool City Region. It was an absolute pleasure to see our customers, colleagues and

friends in the community come together to welcome in the Year of the Rabbit.”

He added: “As the cost-of-living rises, we know many will be finding this time of year challenging. We hope this event along with our commitment to reinvest into our communities will continue to make a positive impact.”

Know a community or volunteering group that could achieve its goals through additional funding and support? Pine Court Housing Association is now taking new applications for its Community Development Fund.

For more details visit pinecourt-housing.org.uk.

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INSIGHT

ANTI SOCIAL

BEHAVIOUR 100%

customer satisfaction for case handling and outcomes*

We are committed to ensuring our customers enjoy their homes and have a dedicated team who work hard to make our communities a better place, without anti-social behaviour.

Our team: •

tackle anti-social behaviour

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help victims, witnesses and vulnerable people dealing with anti-social behaviour issues

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improve neighbourhoods

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develop community spirit

If you are being affected by anti-social behaviour, please get in touch or visit the website to find out more: pinecourt-housing.org.uk/ customer-support/asb-hatecrime *Source: December 2021 and January 2022 satisfaction surveys

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GET IN TOUCH pinecourt-housing.co.uk contactus@pinecourt-housing.co.uk

*9am - 5pm, Monday to Friday excluding bank holidays.

Emergency repairs, 24 hours, 7 days a week

0151 709 6878* @PineCourtHA facebook.com/PineCourtHousing Pine Court Housing Association Information inside this newsletter was correct at time of publication.

For the most up-to-date information, please visit pinecourt-housing.org.uk.

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