Your customer newsletter
Issue 54 | February 2021
Have your say on Building Safety Page 16 FREE Counselling for customers Page 3
Your home
Your safety
NEW ASB App Page 11
Play your part
and teams for s er om st cu r ou , rs ke or yw to all NHS staff, ke continuing to play their part in keeping our community safe
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Your Voice, Your Choice! Your views and ideas have an impact on the work that we do, shape our plans for the future and help us to continuously improve. Our very first Customer Voice Week, which started on the 22nd of February, shone a light on the importance of sharing your thoughts and suggestions with us, the opportunities available to develop the way we deliver services to you, and the positive difference that makes. During the week we celebrated our Scrutiny Panel members, customers who examine our services and make recommendations directly to Board that help to drive improvements. We showcased our young people and a selection of community groups who have supported people in their neighbourhoods throughout the last 12 months with a little help from our Community Fund. We introduced our Building Safety Team and ways that you can get involved online, from using the myonline service, to webchat and working with us on our new website! We want to encourage you to get involved, make it as easy as possible for you to do it in your own time and from the comfort of your own home, and keep you informed about how your involvement continues to improve our services.
To register your interest and find out more about the wide range of opportunities available, call Tanya in our Customer Engagement Team on 0161 218 1091 or email customer.involvement@stockporthomes.org 2
Issue 54 | February 2021
FREE COUNSELLING FOR CUSTOMERS At a time when anxiety, depression and chronic stress are on the rise, many more people are seeking out counselling. There are immediate issues affecting our day to day lives because of Covid-19. For example, how our support networks have changed due to social distancing, how we have struggled to find work or had to adjust our work / life balance or caring and parenting responsibilities, health anxieties, the loss of loved ones, money worries and much, much more.
When things start piling up, it’s ever more essential to reach out to family and friends for support. However, sometimes speaking to a professional is needed and can be beneficial. You may find that this allows you to open up, to find new solutions and new ways
to make changes. You will have a safe secure space where you can share your concerns with someone impartial who will not judge.
We currently have a reduced waiting list time for counselling sessions to be offered to you. You can book a consultation appointment with our team to find out more about the service and support we can offer. Our counselling can be done from home via Zoom or telephone sessions, we also have returned to some face-to-face sessions where circumstances allow for this.
If you would like counselling, please complete the online form
stockporthomes.org/counsellingservice/ or you can call the team on 0161 872 1100. Counselling is free of charge for Stockport Homes customers.
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Customer Skills & Training
We have a mailing list which you can join to receive regular updates on all upcoming training or you can follow us on social media.
We continue to deliver customer training via online video sessions shared on our website and social media platforms. The videos focus on a wide variety of topics including Employment, Health and Wellbeing, and Community Engagement.
We can also help you with equipment to join our online sessions, get in touch with us to find out more about this.
New sessions will be available soon on Mindfulness, Resilience, Problem Solving and becoming a Volunteer.
“I have enjoyed and really progressed throughout my time on the Multi-skills Level 1 course. I found the course informative and I am happy with all the training given and found it easy to follow and understand.” Adult learner in B4Box training
Employment focused training sessions will also be available in the coming months which will answer all your questions on issues relating to redundancy, job searching and identifying further training.
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Contact the team on
employmentsupport@stockporthomes.org or give them a call on 0161 474 3773 or visit stockporthomes.org/employment-support
Employment Support Has the pandemic affected your employment, or you are looking for a change of career? Our Employment Support service is open and continues to provide support to the residents of Stockport at this challenging time, ensuring you are best placed to secure your next role. Our Employment Coaches provide information, advice and guidance, whether you are looking to create a new CV, super charging your job searching or writing an eye-catching application form, we are here to help. We are also able to help you to prepare for your all-important interview, increasing your confidence prior to the big day.
This is what one of our customers, Carolyn says about successfully returning to work;
“ Maria from the employment team has been supporting me in my job search since August and has helped me to find new job roles to apply for. She has also helped me with updating my CV and cover letter and has provided me with training materials and support. In less than two months this has resulted in an interview that was successful, and I have now started a new career in customer services in an insurance company.”
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Christmas
craft bags
Furniture Recycling Project
Reduce - Reuse - Recycle
During December we started our Christmas craft bag project, which delivered 300 craft bags to children in Offerton, Romiley, Bredbury, Woodley, Brinnington, Bridgehall and Adswood.
Did you know that Foundations Stockport supports customers in need to furnish their new home? For many people, particularly those that have been homeless, furnishing their home is an added expense and can be a real barrier to settling into their new property.
Alongside this, craft bags were delivered to families in our temporary accommodation schemes. We also delivered dinner packs to encourage young people to get in the kitchen and cooking. Sixteen volunteers were involved in the success of this project and together this added up to 27 hours of work to complete each bag to the highest standard. The project was carried out in partnership with The Cherry Tree Project and ‘RTime’ and was supported by the Tesco ‘Bags of help fund’.
The Furniture Recycling Project collects and recycles furniture and electrical white goods in good working condition. These items are donated to families or residents in need. The project is completely reliant on donations from the general public and items from empty properties.
Due to the success of the Christmas craft bags, we are looking at continuing this project for future school holidays, as we know that activities during this time will be limited due to lockdown and children not being in school. To access support during these times visit
Since April 2020 the project has helped over 350 households furnish their home and saved over 33 tonnes of furniture and white goods from ending up in landfill. This wouldn’t be possible without all the kind donations. For more information about the project and to find out what items can be collected, please visit the Foundations Stockport website www.foundations-stockport.org/furniture/ Or the team can be contacted on 0161 218 1091.
www.makingspace.co.uk/services/centres/open-door www.penninecare.nhs.uk/healthymindsstockport and www.childline.org.uk/
NEED SUPPORT TO GET BACK ON TRACK? Motiv8 can help if you:
• are aged 25 or over; • are not in work or training; • are living in Greater Manchester;
• have the right to remain and work in the UK; and • are experiencing lots of challenges and barriers that are preventing you from getting back on track.
Ann’s Story
Ann had just fled an abusive relationship and was sofa-surfing. Motiv8 supported her to register for social housing, access stable accommodation, as well as register for a GP, get a bank account, access training and apply for a volunteering position, which she is due to start after lockdown.
“Things were dreadful before Motiv8 and I had no confidence, because of Motiv8’s support I can do things for myself now without worrying about it, like phoning people and getting things done. I feel more like myself and my mental health is better. Since I’ve been with Motiv8 I’ve not self-harmed, which I’ve done since the age of 12. Motiv8 has helped me get a place of my own and I’ve now started an online training course.”
Get in touch to see if Motiv8 can help you: Call us on 0161 331 2048, email info@manchesterbbo.co.uk or visit www.motiv8mcr.org
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Issue 54 | February 2021
Your Local Pantries are community food clubs based in your local area, offering affordable food to members
for just £3.50!
Woodley Pantry (Woodley)
Penny Lane Pantry
(Lancashire Hill)
Mottram Street Pantry (Town Centre)
Pantry at Number 5
(Bridgehall)
Brinnington Pantry
Tuesday 3.30pm – 5.30pm
Tuesday 3.30pm – 5.30pm
Thursday 3.30pm – 5.30pm
Thursday 3.30pm – 5.30pm
Thursday 3.30pm – 5.30pm
Wednesday 10.00am – 12.00pm
Wednesday 10.00am – 11.30am
Friday 10.00am – 11.30am
Friday 10.00am – 12.00pm
We have memberships available across all five pantries in Stockport so if you’re interested in joining, please sign up here:
www.yourlocalpantry.co.uk and one of the pantry team will be in touch if accepted. *Opening times correct at time of going to print
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Members can choose 10 item s of food, from a range of fresh fruit and veg, fresh meat an d tinned goods.
(Brinnington)
Home Contents Insurance
Many tenants suffer loss or damage caused by burst pipes. Contents insurance is designed to help protect your possessions.
No matter how careful you are, there’s always a risk that your belongings could be broken, damaged or stolen so home contents insurance may help provide peace of mind. The Pay As You Go Home Contents Insurance Scheme covers against loss and damage caused by burst pipes, fire, theft, flood damage, and much more. Terms and conditions, limits and exclusions apply. A full policy wording is available on request.
If you would like to find out more
contact our rents team on 0161 217 6016 (option 3 followed by option 6) or
email rents@stockporthomes.org 8
Calling all First Time Buyers
Issue 54 | February 2021
Viaduct Housing Partnership are delighted to bring 39 shared ownership apartments to the market in
Great Moor, Stockport.
These modern apartments are less than two miles away from Stockport Town Centre and bordering the Davenport Park conservation area, making this the ideal location to purchase.
1 Bedroom apartment from
2 Bedroom apartment from
£50,800 £67,000
(Based on a 40% share of the lowest priced apartment. Prices vary across the block. Rent and service charges apply).
0161 218 1303
Enquire Now sales@viaducthousing.com
Winner of th e 2020 Best Estate Agen t of the year award
www.viaducthousing.com
Private Property Management
at its best
Do you have family or friends who rent out their property using a High Street or online lettings agency? Did you know that our sister company Three Sixty Living offer a full property management service for private landlords? Whether it’s rent collecting or repairs, the team take the hassle away from landlords and ensure properties are well managed and maximising rental income. The team manage almost 200 properties across Stockport for private landlords and this year is when you will start to see Three Sixty’s name on more ‘for sale’ and ‘to let’ boards on streets near you. Keep your eyes peeled! Offering competitive rates for landlords, we have access to the large and skilled repairs service and all other services available within the Stockport Homes Group ensuring we provide expert advice to landlords on all property related issues. Please recommend us to your friends or family and if they come to Three Sixty Living for property management and say you referred them, we will issue you with a £25 Love to Shop voucher.
www.wearethreesixty.ltd living@wearethreesixty.ltd 0161 474 2696 9
TPHON AR
82%
USE A
of respondents who use the Stockport Homes website BLET TA
23%
WEBSITE CUSTOMER FEEDBACK TOP 4
reasons for visit
Latest news or events Finding out about Stockport Homes Searching for a new home Reporting a repair
78%
said it was very easy or easy to find what they were looking for
82%
said it was very easy or easy to understand the information
67%
said adding web chat would improve the website
UPDATES ON WORK TO HOMES
WEB CHAT
86% E
The best time to give your feedback is as soon as possible after a service has been delivered. We are now testing automated surveys after you have had a repair completed, or had a phone conversation with our team. You may receive a survey that asks you a few questions about how you found the service. No-one likes automated voice surveys, but this survey will let you know it is from Stockport Homes and it will take less than a minute to do. So please take part if you can because it helps us to improve the service to you.
A SM SE
We always want to hear feedback on our services so that we can try to improve them.
Thank you to everyone who responded to our website consultation survey in October. Your feedback will help to develop a new website that is more modern and can offer you more self-service options. This is what you told us.....
U
Quick Service Surveys
Website Consultation
BETTER MUTUAL
EXCHANGE SYSTEM
POSITIVE TENANT STORIES
COURSES &
HELP WITH JOB HUNTING
LOCAL AREA INFO NEWS ABOUT SERVICES
Of those who said they didn’t use the website
71%
said web chat would encourage them to use it
The top 3 ways they said they found information about Stockport Homes were:
63% Social Media
25% Printed Materials 13% Telephone
We had a number of people express an interest in joining our customer website group, if you are interested in joining this group, please email marketing@stockporthomes.org
Web chat us now! Have you ever used web chat?
Have you ever fancied trying it out? Well now is your chance! We have web chat available on all pages of our website
www.stockporthomes.org from 8.30am – 4.30pm each week day
Just click on the green web chat icon in the bottom right hand corner. This will then open a box asking you which subject you want to know about and will then direct you to the right member of staff and you can start talking with them over the web. It’s as simple as that! Web chat is a great way to get quick answers from the right team member as once the conversation starts you are talking live to a member of staff. The web chat can also direct you to online forms to complete or tell you how to report repairs yourself, so you do not need to wait at all.
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Issue 54 | February 2021
Did you know that you can report ASB through our ReMOTE App? Photos | Video files | Audio files | Location using GPS
It’s instant, easy, reliable and accessible from anywhere on your smartphone or tablet.
To use the App simply download it to your device and then create an account by scanning the unique QR code below. Once registered you will be able to report incidents directly from your phone and you can attach any photos, videos or recordings that you might take as part of the case. If you have a Smartphone or tablet, search for “ReMOTE Reporting” in the App store. Once you’ve downloaded the App you can visit
www.stockporthomes.org/asb-app where you will find an easy to follow user guide of how to create an account and start making reports.
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Stockport Homes Community Centres go from A to Z
With spring around the corner, our Community Buildings Team are really looking forward to welcoming you back to the amazing centres, once the latest restrictions are lifted.
So, if you are interested in our activities, or even starting your own group, then why not give us a call or visit the website? The team are all on hand to discuss all your requirements.
So, whether it’s Arts and Crafts that’s just your “cup of tea”, or maybe the more energetic Zumba that takes your fancy. Our Community Centre activities go from A to Z. We have great computer facilities, amazing training spaces, and not forgetting the award winning “Your Local Pantry” in First House Brinnington and the Arthur Greenwood Centre in Woodley.
Call us on 0161 474 2222 or email venues@stockporthomes.org for information.
All centres are fully Covid compliant, “We’re good to go*”.
stockporthomes.communitybookings.co.uk
Caretaking Services
Our Caretaking Team are committed to ensuring that our buildings and neighbourhoods are safe, clean and well managed. The focus of the team’s work continues to be on areas of cleaning where there is a high footfall of customers including communal areas, lifts, stairs, foyers and entrances. The team, in partnership with the Neighbourhood Housing Officers, have been working with customers to ensure that household waste is disposed of correctly and recycling facilities are used as much as possible. Sadly however, there have been a growing number of incidents of fly tipping in internal and external communal areas. We are not responsible for removing items of fly tipping, if evidence is found you may be subject to a fine and further tenancy action.
*“We’re Good to Go” is the official UK mark to signal that a tourism and hospitality business has worked hard to follow Government and industry COVID-19 guidelines and has a process in place to maintain cleanliness and aid social distancing.
Please help to keep your building and neighbourhood clean and safe by: • using the waste and recycling facilities available; • not leaving items or rubbish outside your flat or in communal areas; • not placing large items down chutes, such as carpets, wooden flooring, electrical equipment. If you require any further information or support, contact your Local Neighbourhood Housing Officer. Don’t forget you can also donate items of furniture to the Furniture Recycling Project including sofas, suites and armchairs complete with 1988 Fire Safety Label, tables, chairs, working fridges, freezers and small electrical items. Further information can be found at www.foundations-stockport.org
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Issue 54 | February 2021
GREENSPACE
Spring tips
FEBRUARY
MARCH
APRIL
Dig over the soil and add in compost, prune hardy evergreens and clear around any bulbs that are starting to show.
Hoe and remove weeds from beds to prevent your plants competing for light and water. Prune any Roses.
Cut the lawns on a high setting at first, tie any climbing plants and roses and apply feed to new shrubs.
Glendale Local provides customers with access to information on the grounds maintenance service. Simply enter your postcode to get up-to-date information about the service where you live, including the date of the most recent visit by our grounds maintenance contractor and the next scheduled visit. For more information on greenspace services visit
www.stockporthomes.org/my-home/my-tenancy/greenspace/
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Covid-19 Vaccination The Covid-19 Vaccination programme, the largest ever in NHS history, continues at pace in Stockport led by Stockport Clinical Commissioning Group and supported by Stockport Council. More than 80,000 people have so far received a vaccination and the Government target to offer a first dose to cohorts 1-4 by 15 February has been met. Any over 70s who did not receive a first vaccine but now wish to should either call their GP to book an appointment or do so online at
www.nhs.uk/conditions/coronaviruscovid-19/coronavirus-vaccination
!
As the programme is expanded to include more people, please take up the offer. You will receive an invite from the NHS so please do not call in the meantime.
For further information on the vaccination programme, Stockport CCG has prepared answers to some FAQs at www.stockportccg.nhs.uk/frequently-asked-questionsfaqs-about-the-covid-19-vaccination-programme/ For more information on the vaccine call
0161 426 9910
or email STOCCG.Pxenquiries@nhs.net
Please be aware this is not for booking a vaccination.
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Issue 54 | February 2021
Since April 2020 we have helped local groups make 56 bids to funders which has brought
£532,000 Foundations Stockport Limited
of grant investment into Stockport! “Greenthumbs”, Brinnington
Foundations Stockport which runs the network of five “Your Local Pantry” stores was awarded £6,574 from the National Lottery Coronavirus Community Support Fund. This enabled Your Local Pantry to purchase five new fridges and 6,000 labels: increasing their storage capacity and ability to help more people who need access to affordable food.
Greenthumbs are a gardening project based next to the Lighthouse Church on Northumberland Road in Brinnington. The group have been awarded a grant of £1,891 by Greater Manchester Council for Voluntary Organisations (GMCVO). This grant will help the group provide services to support local people.
In addition, online retailer AO.com (Appliances Online) have donated two fridges to Your Local Pantry.
OWLS Ongoing Women’s Local Support Ongoing Women’s Local Support (OWLS) is a volunteer run support group which helps women who have, or who are currently going through, domestic abuse including coercive and controlling behaviour and/or physical violence. OWLS was formed in March 2016 in response to a lack of ongoing support available for women once they had left an abusive household and moved into their own property. Stockport Homes Community Fund has provided a grant of £1,670 to enable OWLS to buy computer software to help them continue to provide and develop professional support services for women in need of help. If you have been affected by, or are experiencing domestic abuse, coercive or controlling behaviour or other forms of abuse please get in touch with OWLS on:
owlsgroup.myfreesites.net/ 0161 425 6300 Inspired by one of these successes or would you like to know more about funding and the Stockport Homes Community Fund?
The Community Fund could provide your group with a grant of up to £1,000.
Our Funding Officer could help your group apply for and win a vast range of grant funding from different funders. For more information, contact your Stockport Homes Funding Officer, Mark Rogers on 0161 474 3463 or mark.rogers@stockporthomes.org
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Have your say on Building Safety Did you know if you are living in a high-rise building, in the future you will have more say over the management of your block? As your landlord, we need your help to keep your home safe, especially around fire safety. Voice We will make sure your ideas and concerns are heard Respect We will always respect your opinions and take any concerns you have very seriously Safety You have a right to always feel safe in your home Together We can’t do this on our own, so we need your help to make decisions about the future safety of your home
If you would like to be involved, email buildingsafety@stockporthomes.org call 0161 217 6016 or visit www.stockporthomes.org/fire-safety
Your home
Your safety
Play your part
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Estate Walkabouts
Our Neighbourhood Housing Officers will be walking your estates on the below dates to check your communities are safe and tidy, if you are aware of anything please make our Housing Officers aware before the scheduled date by calling them. If you are planning on attending the walkabouts, please stay alert and stick to the Government’s social distancing guidelines. Date
Time
Meeting Point
Estate
Housing Officer
04/03/21
10.00am
Botany Road, Woodley
Woodley
Jackie Heapy
04/03/21
10.00am
Junction of George Street West and Stephen Street, Hall Street estate
Offerton
Lisa Hayhurst
09/03/21
10.00am
Car park at Spa close
North Reddish
Simone Nash
16/03/21
10.30am
Grange Avenue - on corner of Warwick Close
Cheadle Hulme
Rachel Lunt
17/03/21
10.00am
Keston / Dartford meet outside 1 Maycroft
Brinnington
Angela Hill
18/03/21
10.00am
Outside No 1 Greenbank Crescent
Marple
Claire Richardson
22/03/21
10.00am
Junction of Lapwing Lane and Matley Green
Brinnington
Wayne Hurst
24/03/21
10.00am
Outside 2 Peel Court
Heaviley
Nichola Halford
24/03/21
10.00am
Heaton and Norris Towers
Heaton Norris
Hayley Harwood
25/03/21
10.00am
Meet at Wheatcroft
Sterndale Road area of Davenport
Natalie James
25/03/21
10.30am
Meet at Middlesex Walk
Brinnington
Dee Ellis
26/03/21
2.30pm
Parking area at Northgate Road Flats, Laburnum Way Area
Cheadle Heath
Paul Spencer
26/03/21
10.00am
Corner of Stainmoor Court and Alfreton Road
Offerton
Bethany Milligan
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Stockport Homes
Customer Appeals Panel
Do you want to be a part of a process that aims to resolve complaints about the services provided by Stockport Homes?
We are looking to expand membership of the panel, and we would welcome expressions of interest from any customers, but particularly under-represented groups such as customers of Black, Asian and Minority Ethnic (BAME) heritage, customers that are LGBTQ+, and younger customers. You will receive training and guidance as part of the panel, but you will also bring your own experiences in social housing and Stockport Homes.
What does the Customer Appeal panel do?
The panel reviews complaints in cases where it has not been possible to reach a resolution at an earlier stage. Customers form part of that panel and provide valuable insight into service delivery and options for reaching a complaint resolution.
If you are interested in becoming involved, please email matthew.love@stockporthomes.org or call 0161 474 2600.
Service Expectations So that you can understand what to expect from us, in consultation with customers, we have established service expectations across three key areas Your Home, Your Neighbourhood and Your Voice. Every six months we update our progress on our performance against these expectations and the latest performance can be seen here. These key expectations give you more clarity about what you should hold us accountable for, so that together we can create an honest, transparent relationship. For more information, please visit our website: www.stockporthomes.org/customer-experience
Privacy Notice
Our data privacy notice has recently been updated, to read the notice go to
www.stockporthomes.org/privacy-policy 18
Issue 54 | February 2021
Stockport Homes
Customer Scrutiny Panel
The Customer Scrutiny Panel play a vital role in ensuring customers are at the heart of everything we deliver.
We do this by: • providing a way for customers to influence our priorities, housing policies and procedures; • recommending further improvements to services based on a customers perspective; and • holding us to account, for the services delivered. There are currently seven customers on the panel from across the Borough. The panel meets every fortnight and is supported by staff and an external mentor through the whole process. Every year we aim to complete two reviews, and this was achieved in 2019/20. We are currently finalising our most recent review which covered the Programme Delivery Service, which manages the Planned Maintenance and investment in homes and communal areas. This review focussed on: • the effectiveness of communications with tenants before, during and after works have been undertaken; • how vulnerable customers or customers who require extra support are identified and supported during improvement works; and • how the service obtains, measures and uses customer satisfaction information to monitor and improve the service.
We are making a number of recommendations about how we think these aspects of the service could be improved.
If you are interested in finding out more about the Customer Scrutiny Panel and how to get involved, please visit stockporthomes.org/customer-scrutiny-panel If you’ve got any ideas about areas we should look at, you can send those to us via the online form.
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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