Insight Customer Newsletter 2023/24 | English version

INSIGHT 2023/24

COST-OF-LIVING SUPPORT

YEAR OF THE DRAGON

TUNSTALL STREET DEVELOPMENT

ANNUAL REPORT

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

CONTENTS 04 OUR HOMES 06 COST-OF-LIVING SUPPORT 08 TUNSTALL STREET 10 SHAPING OUR COMMUNITIES 11 DAMP MOULD AND CONDENSATION 12 PROMISE FOR A BETTER FUTURE 14 YEAR OF THE DRAGON 16 ANTI-SOCIAL BEHAVIOUR 18 OUR PARTNERSHIPS 20 YOUR FEEDBACK 22 CELEBRATING OUR PEOPLE 24 UPDATE YOUR DETAILS 26 WAYS TO PAY

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OUR COMMUNITIES

OUR COMMUNITIES

OUR HOMES We create opportunities and change lives through providing quality, safe and affordable homes for our customers.

We are proud to share that in 2022/23, we invested circa £1.1m repairing and improving our existing homes, including £221k into major improvement projects.

During 2022/23…

100% of our homes met the governments decent homes standard and we continue to invest in our properties

100% of our properties hold a valid gas safety certificate as of 1st March 2024 Source: transactional survey of customers receiving the service in 2022/23

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OUR COMMUNITIES

OUR COMMUNITIES

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.

We will continue to campaign the cost of living support services available, as well as offering advice and guidance when you need it.

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

CHECK WHAT BENEFITS YOU COULD BE ENTITLED TO

NEED TO SPEAK TO SOMEONE AT PINE COURT HOUSING ASSOCIATION?

It is important to ensure you are receiving all of the benefits that you are entitled to.

Don’t suffer in silence, we are here to help you.·

y Struggling to pay your rent? y Not sure what benefits you are

entitled to? y Need help with bills? y Unsure how to access

food banks? y Struggling with mental health?

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

Access the guide

If you are unsure on what you can access, please contact us by emailing contactus@pinecourthousing.co.uk or calling us via 0151 709 6878.

NEED A FREE SPACE TO KEEP WARM? As the cost-of-living continues to rise, we know you may be concerned about staying warm.

Please visit our digital guide to see what support is available: pinecourt-housing.org.uk

Email us via contactus@ pinecourt-housing.co.uk Call us via 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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OUR IMPACT

OUR IMPACT

TUNSTALL STREET DEVELOPMENT SUCCESS In 2023, we acquired 23 homes on Tunstall Street in a £3.2 million deal with Liverpool City Council. The once derelict road in Picton is now home to a vibrant community that is thriving following the acquisition.

The acquisition of the street has seen local people benefit from an affordable route to homeownership through a Rent to Buy scheme.

Claire, one of the street’s new residents, is optimistic about the future and aims to buy her home following the five-year scheme that she says has changed her life.

“Before moving into Tunstall Street we lived in market rent properties and found it impossible to save for a deposit.

The whole process has been seamless and has provided us with security we never thought we would have, it’s changed my life.” says Claire.

Claire adds: “Pine Court has been incredible and I would recommend them without hesitation. I love living here, there is a real community feel as we all moved in at the same time, and everyone is sociable which is lovely.”

Isaac and Keziah live on the street with their threeyear-old daughter and eight-month-old son.

Isaac said: “We both moved a lot when we were kids, so wanted to find somewhere that our family could put down roots. Rent to Buy has given us more security for the future and we hope to purchase our home as part of the scheme.”

Keziah added: “We are very comfortable here, we love our home and the community on the street. Pine Court has been amazing too, the welcome pack we got was really good, and the team is very supportive.”

David Brown, Director at Pine Court said: “It has been incredible to see a new lease of life injected into Tunstall Street now that our customers are settled into their new homes.”

“The acquisition of Tunstall Street has delivered on our [The Sovini] Group’s vision of a better future, as we create opportunities and change lives by helping local people to get onto the property ladder. I look forward to seeing the community continue to thrive here for years to come.” he added.

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OUR IMPACT

OUR IMPACT

SHAPING OUR COMMUNITIES

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DAMP, MOULD AND

CONDENSATION

DURING 2023/24

Video

Our customers are at the heart of everything we do as we strive to create thriving, inclusive diverse communities.

Our diverse communities are made up of 57% BAME customers.

We ensure equality, diversity and inclusion are a key focus in everything we do.

Our annual report details how we positively promote cultural tolerance and cohesion and our commitment to challenging social, economic and cultural barriers.

Explore the report now

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

In many homes some levels of condensation will occur, however this doesn’t always mean there is something wrong with your property. There could be numerous reasons for reoccurring condensation, so it’s important we understand the root-cause.

Watch our helpful video for top tips to reduce damp, mould and condensation in your home.

However, it is essential that you contact us and inform us of your concerns - immediately.

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OUR IMPACT

OUR IMPACT

PROMISE FOR A BETTER FUTURE

TOP TIPS TO REDUCE YOUR CARBON FOOTPRINT AT HOME

Follow our top tips to reduce your household impact on the environment Complete switch off

Video

Turn off equipment like televisions and microwaves when they’re not in use. Even in standby they use energy!

Bright idea Choose energy-efficient appliances and light bulbs. They last 10x longer and save you money.

Save water Turn off the tap when you are brushing your teeth or shaving.

Reusable kitchenware 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: sovini.co.uk

Don’t use “throw away” products like paper plates, napkins, plastic knives, forks and cups.

Keep it cool Lower your blinds or close your curtains on hot days, to keep the house cool and reduce the use of electric fans.

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

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OUR PARTNERSHIPS

OUR PARTNERSHIPS

YEAR OF THE DRAGON As an Earth sign, the dragon possesses resilience and confidence and is set to bring revolution and change into 2024.

To mark the occasion, the first round of celebrations saw customers and local partners enjoy a celebration event at Chung Hok House hosted by Pine Court Housing Association, which included food from Big Bowl Noodle and entertainment by the official Chinese New Year celebration performers, Hung Gar Kung Fu School.

We would like to express our thanks to all guests, including local residents, and partners from Merseyside Police, Brabners LLP, Pagoda Arts, The Florrie, Liverpool Chinese Business Association, Wirral Multicultural Organisation, Wirral Chinese Cultural Association, Hung Gar Kong Fu Association and Chinese Wellbeing.

There was also a range of Chinese tea to sample, whilst colleagues learnt about the culture and traditions of the Year of the Dragon.

We are committed to promoting a positive culture of valuing and celebrating diversity.

Our second round of celebrations saw employees from across The Sovini Group invited to immerse themselves in the most important celebration of the year in Chinese culture, which is close to the hearts of our colleagues and customers.

David Brown, Director at Pine Court Housing Association said: “It has been a privilege to showcase the rich culture of our organisation, and to come together with customers, colleagues and partners in the community to welcome in the Year of the Dragon.”

The celebration, which took place at the Group’s agile workspace, included a lion dance performance by Hung Gar Kung Fu and an interactive dumpling tutorial from Bilingual Housing Assistant, Tracy Lin.

We continue our mission to create opportunities and change lives, promoting cultural tolerance and cohesion across the Liverpool City Region.

He added: “This event was made possible through our Community Development Fund which supports hundreds of local beneficiaries each year. This enables community and voluntary organisations to contribute to our vision of creating a better future.”

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OUR PARTNERSHIPS

OUR PARTNERSHIPS 2022/23

ANTI-SOCIAL BEHAVIOUR We are committed to creating diverse, inclusive communities and work hard to reduce Antisocial Behaviour and hate crime for our customers.

SUPPORT AVAILABLE

Pine Court Housing Association and Merseyside Police have established a working partnership and together we are promoting cultural cohesion and enhancing community safety practices across the Liverpool City Region, implementing measures that prioritise the needs of our communities.

We have a dedicated team who work hard to make our communities a better place, free from anti-social behaviour.

Reaching out for help can sometimes feel difficult, but we’re here to help you.

OUR TEAM: y Tackle anti-social behaviour y Help victims, witnesses and

vulnerable people dealing with anti-social behaviour issues y Improve neighbourhoods y 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

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OUR PARTNERSHIPS

OUR PARTNERSHIPS

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MANDELA8

TRUSTEE BOARD DIRECTOR OF PINE COURT HOUSING ASSOCIATION JOINS THE MANDALA8 ORGANISATION TRUSTEE BOARD Mandela8, a Charitable Incorporated Organisation with a mission to celebrate, commemorate and pursue the legacy of Nelson Mandela’s outstanding achievement for humanity, appoints Pine Court Housing Associations Director David Brown as a trustee.

David has had an impressive career in the housing sector spanning over 35 years and has also held several non-executive director roles in black-led organisations and community projects, working to promote cultural tolerance and cohesion across the Liverpool City Region and beyond.

Chair of Mandela8, Sonia Bassey MBE said:

“We are delighted that David has agreed to join our board at Mandela8. He is committed to anti-racism and inclusion and comes from a family of local activists. His leadership, mentoring and management experience will make him a valued member of our team as we enter a new era for the charity following the memorial’s completion last year.”

“It’s important to us that those with lived experiences are actively involved in our work and Dave will help us to create a better future for young people in our communities as we leave a lasting legacy.” she added.

Following the official opening of a new memorial to Nelson Mandela in Princes Park in 2023, David joined Mandela8 trustees to celebrate the launch of a book written by Dr Makaziwe Mandela [Nelson Mandela’s daughter] and attend a Black History Month-themed panel.

David Brown said: “I come from a family of activists so when I had the opportunity to come on board as a trustee I jumped at the chance. My role as a trustee will support Mandela8’s aim to leave a lasting legacy of Nelson Mandela’s outstanding achievements across our communities and will support Pine Court’s commitment to cultural tolerance and cohesion by addressing inequality and championing change.”

To learn more about Mandela8, please visit mandela8.org.uk

Pictured above: Mandela8 Ambassador, Stephen Nze; Nelson Mandela’s daughter, Dr Makaziwe Mandela; Mandela8 Chair, Sonia Bassey MBE; and new Mandela8 Trustee, David Brown.

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OUR PEOPLE

OUR PEOPLE

CELEBRATING

OUR PEOPLE We are thrilled to share that Martin Chung was named Tenant of the Year at the Northern Housing Awards following our nomination for him based on his work in the community.

Martin regularly volunteers his time to make a positive impact and is a well-known figure in Liverpool’s Chinese community.

The prestigious award celebrates Martin’s dedication to creating a better future for his neighbours and the wider community.

Martin is a member of Liverpool Chee Kung Tong, Liverpool Chinese Business Association and is a valued member of our Customer Empowerment Panel and Chairman of its Resident’s Association.

In addition to arranging customer gatherings and recreational activities for his neighbours, the retiree dedicates his time to supporting the local community across a range of initiatives.

Championing equality for elderly Chinese residents, Martin helps the community access funding and services, regardless of language or physical barriers.

During the Covid-19 pandemic, Martin helped keep the local community safe by providing support to the Pagoda Chinese Community and Youth Centre during pop-up vaccine clinics.

With the oldest Chinese community in Europe, Liverpool has a long tradition of celebrating Lunar New Year with spectacular performances, bringing an explosion of culture to Liverpool. Martin plays a key role in the city’s celebrations each year.

The judges at Northern Housing Awards said: “Martin is going above and beyond to build a better future, create opportunities and changes lives for thriving and inclusive communities across the Liverpool City Region. His extreme kindness, selflessness, and commitment make Martin a worthy winner of Tenant of the Year.”

Shaun Williams, Senior Housing Officer said: “We are thrilled that Martin has been recognised for the valuable work he does across our communities, creating an inclusive environment for, and celebrating, our diverse customers. An incredible accolade for an incredible man who represents our [The Sovini] Group’s vision of a better future. Well done, Martin!”

A huge congratulations on your achievement Martin, very well deserved!

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OUR PEOPLE

OUR PEOPLE

YOUR FEEDBACK We are dedicated to providing excellent customer service 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 reach out to us.

During 2022/23…

99.7% of customers were satisfied with our home improvement works

99.5% of customers were satisfied with our first-class repairs service Source: transactional survey of customers receiving the service in 2022/23.

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OUR PEOPLE

OUR PEOPLE

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

Whether you have changed your phone number, have a new emergency contact, or a new email address please make us aware as soon as possible.

Please contact us today to update your details: pinecourt-housing.org.uk

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: y We have a true understanding of who our customers are y We can tailor and improve our services to suit individual needs y Everyone is treated fairly and consistently, and no-one is discriminated against y Everyone feels included y We can create a culture of community cohesion enabling people to be their true, authentic selves

y We can identify who is and isn’t using our services. Ensuring; y There are no real or perceived barriers for anyone y We can identify underrepresentation in our communities y We remain compliant with legislation y We can monitor performance and provide statistical data, where necessary For more details, please email diversity@sovini.co.uk

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OUR IMPACT

OUR PEOPLE

WAYS TO PAY It’s important to pay your rent on time, so you don’t incur rent arrears.

All customers are responsible for ensuring that their rent is paid.

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GET IN TOUCH pinecourt-housing.co.uk

HOW CAN I PAY? If you have a bank account you can set up a standing order or direct debit, so that your rent payments are taken automatically.

This is a quick and easy way to pay, and gives you peace of mind that payments won’t be missed.

Please contact us to set this up.

Other payment methods include; y On My Account, our easy and convenient app y Online using the AllPay service y At the Post Office or any retail outlet displaying a ‘Paypoint’ or ‘Payzone’ sign using your rent card. Please contact us to request one

contactus@pinecourt-housing.co.uk 0151 709 6878*

HOW CAN I ACCESS SUPPORT? If you are experiencing problems paying your rent, or if you think you may have a debt problem please contact us.

We are here to help you access the financial support that you may be eligible for.

If you allow rent arrears to build up, you could face legal action and even eviction from your home.

You can also access support from the following services: y Money Helper moneyhelper.org.uk/en

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

Emergency repairs, 24 hours, 7 days a week

@PineCourtHA @PineCourtHA

y Turn2Us - turn2us.org.uk

facebook.com/PineCourtHousing

y National Debtline nationaldebtline.org, 0808 808 4000

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.

Pine Court Housing Association

y By calling us via 0151 709 6878

04/24

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