YOUR HOME
AUTUMN EDITION SUMMER EDITION
Heart of the Matter
Star Survey 2019 Page 3
School of Hard Knocks Page 12
Trees, trees and more trees! Page 15
FIND OUT WHAT IS HAPPENING IN YOUR COMMUNITY
IN THIS ISSUE... Tai Calon News Star Survey 2019 Review of Work – Tenant Quality Forum What You Get For Your Rent Help a Hedgehog
TO OUR
AUTUMN NEWSLETTER
3 4 6 8
In Your Community Glyncoed 9 Sparkling Newtown 11 School of Hard Knocks 12 Foot in the door 13 Happy 100th Nesta! 14 Trees, trees and more trees! 15 Grace Pope Court 16 Disrepair Claims 17 Duke of Edinburgh 18 Your Home What to do if you’re in arrears 20 My Home Contents Insurance 22 Fighting for a Gas Safe Nation 23 Colouring Competition 24
Do you need a different format? If you would like this newsletter in a different format (e.g. large print, audio or braille) or in a different language please contact Sarah Freeman on: Telephone: 01495 294 865 Email: sarah.freeman@ taicalon.org Text: taicalon to 60030, followed by your message
Dear All
We hope you have all had a good summer and, as we enter Autumn, it is a good time to consider some of the big challenges ahead.
The Government has declared a Climate Emergency, reporting that the climate crisis will significantly affect the nation’s health, economy, infrastructure and the natural environment. In the report; Better Homes, Better Wales, Better World, the Government is considering how homes can be made much more energy efficient; which will also slash heating and energy bills. To protect our natural environment, we have articles in this newsletter on the importance of trees and protecting hedgehogs. We want to work with communities to enhance the natural environment and protect nature. We hope lots of you will work with us on this important work. At our Board Level, we have seen a number of changes with Norma Barry, the previous Chair, Professor Sir Adrian Webb and two others leaving the Board. Our new Chair is Professor Sir Adrian Webb (pictured) who brings a wealth of experience with him. He is joined by new members Neil Harries, Michael Santon, Ian Hughes and Chris Jofah. Have a look at our website for more information on them all. We wish them all a warm welcome to Tai Calon. We hope you enjoy this newsletter.
Joe Logan
Chief Executive
talktous@taicalon.org
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Joe Logan
www.taicalon.org
TAI CALON NEWS AUTUMN EDITION
SURVEY 2019 STAR Survey 2019 and the chance to win £150 in shopping vouchers. Did you know that in 2018, 74% of tenants were satisfied with Tai Calon and 75% thought their rent was good value for money? Each year we ask around 2,000 tenants their opinion on Tai Calon overall, how we deal with repairs, the condition of their neighbourhood and lots more in the Tai Calon STAR survey. We use the information to plan services for the following year and to compare how well we are doing with other Housing Associations. Tenants who complete the survey are entered into a draw to win £150 in shopping vouchers! We use the feedback to help us improve our services. If you are included this year then look out for a STAR survey by email, post or a telephone call. Calls will come from 01908 278310. If you’re not selected but would like to participate,contact us on 0300 303 1717 or email talktous@taicalon.org
Let us know your views, have your say and help us improve!
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Review of Work – Tenant Quality Forum October 2018 – April 2019
Elaine Townsend, Chair of Tenant Quality Forum Reflecting on the past six months, I am very proud of the work that the Tenant Quality Forum has done and the progress made. The Forum meets monthly and is the main consultative and scrutiny group that focuses on key areas of service delivery such as repairs and estate management. We help gather and debate feedback from local communities on services provided by Tai Calon and other partners. Elaine Townsend
Our work is wide ranging and includes scrutinising performance, agreeing service standards, monitoring performance indicators against these standards each quarter and Tai Calon’s handling of complaints. We respond to consultations on key issues such as the proposed annual rent increase and also help with design and detail of the planned programmes. Ensuring that we have a strong voice and real influence is critical and when we review the work we have done over the past six months we can see the wide range of issues and service areas that the Forum has been involved in. As well as receiving information so that we are better placed to give advice and support to tenants, our views and opinions have been taken into account when important issues have been reviewed. We are proud to have had direct influence over service delivery and associated improvements and I have highlighted a number of these.
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TAI CALON NEWS AUTUMN EDITION
Windows
Asset Management Strategy (AMS)
Preventative Maintenance Programmes
New Build Programme Out Of Hours
Budget
Feedback from tenants and our own experience showed that all was not working to plan. We held a series of meetings with the contractor and relevant staff including the CEO, Joe Logan. We, as a group, highlighted what in our mind had gone wrong and what needed to change. I am pleased to say that we were listened to and improvements have been made. A good example is that without adding to costs, tenants now have a wider choice of window design. Communication by the contractor has also improved. This strategy sets out how Tai Calon will work to maintain and improve homes. The AMS includes new elements and a new format to ensure that the tenants’ voice and the customer experience feature prominently. We had a key role in the design of this new strategic document that provides our direction of travel for the years ahead. You will now start to see the introduction of more cyclical repairs and that focus on the whole environment that will help ensure that Tai Calon continue to maintain our homes as well as improve our neighbourhoods. Over the coming months and years we will need to consult much more at a local level to agree what tenants really want to see changed and improved in their neighbourhood. We have been briefed in detail on the plans to start to build. We have made it clear to staff that although it is exciting and positive news, Tai Calon needs to continue to improve front line services that impact on all tenants. Members of the Forum worked alongside Tai Calon staff and also tenants from Bron Afon Housing Association to help find a new contractor to provide this important service. Our members interviewed prospective contractors, which led to the contract being awarded to Delta Wellbeing in April 2019. It was a great example of the direct influence we have. In January 2019 we were briefed on and involved in setting budgets for 2019/2020 and supported decisions that helped ensure that the majority of resources continue to be spent on front line services such as repairs and investing in our homes. These services of course must be paid for and we understand that our rent is paid to cover these costs.
I would like to thank the staff and Executive Team from Tai Calon who have worked with us and also our many partners, including contractors and other agencies that support our tenants. The Forum is always looking to improve and make sure our contribution is making a positive difference. In the future I particularly look forward to working with Tai Calon on a new series of reviews that will help improve services, communication and customer care. I am confident that moving forward we have a strong Forum with members that are capable of challenging and working in partnership with Tai Calon to help develop even better services for tenants.
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WHAT YOU GET FOR YOUR RENT We completed nearly 14,000 repairs in Tenants’ homes. 95% were completed within their target time. And 91% of tenants were satisfied with the repair.
We also completed 6,972 gas boiler services in the year.
95% of repairs were completed correctly the first time we visited.
24% Repairs and Maintenance
And we carried out 1,438 electrical tests. Keeping homes safe.
14% Interest on loans This is the interest we pay each year on the loans we took out to improve your homes to the Welsh Housing Quality Standard.
Interest on loans
14% Central Functions
Our Procurement function saved us over £850,000 getting best value for money.
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And spe We
TAI CALON NEWS AUTUMN EDITION
Our rent arrears were 1.25% and are some of the lowest in Wales. Our Employment Training team worked with 118 people, helping them to improve their skills.
We took nearly 87,000 calls in a year, answered 97% of them on time and callers were satisfied 100% of the time. And we resolved 160 of anti-social behaviour cases successfully.
16% Housing Services
We reduced empty homes from 85 to 52 and generating £356,000 in extra rent.
We continued our programme of planned works to impove your homes.
32%
Investment and Asset Management
%
ral ons
Our environmental programme installed ten miles of fencing.
Element Kitchens Bathrooms Rewires Heating Roofing Windows Render
78 93 58 149 82 1,280 135
Total
1,875
Where our income comes from Rents Receivable
And 64% of our spend went to Welsh business.
No. of Completions
Turnover (£,000) 24,109
Service Charges Receivable
463
Income for Support Services
82
Other Revenue Grants
14
Garages Rent
37
Ground Rents, Shops, Leaseholder, Miscellaneous Income
308
Welsh Government Gap Funding Total
4,200 29,213
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Help a Hedgehog Hedgehogs are a native species protected by law and widespread across the UK. They require a mixture of habitats for nesting, mating and will roam as much as 3km every night in search of food. Hedgehog numbers in Britain declined at an alarming rate between 2000 – 2014. With help and advice from Hedgehog Helpline Cymru, Hedgehog Street, The British Hedgehog Preservation Society and the Peoples Trust for Endangered Species, Tai Calon is looking to make some simple changes that could have a massive impact on the fate of hedgehogs in Blaenau Gwent.
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There is a nationwide scheme which aims to provide Hedgehog Highways, creating a matrix of pathways linking gardens and green spaces for hedgehogs to roam the large areas they require to obtain food and shelter. In order to do this, we would all need to cut a small 13cm hole in the bottom of fences, small enough to permit hedgehogs while preventing cats and dogs from escaping. We want to know what you think! You can email Aaron on Aaron.browning@taicalon.org or 01495 294762
IN THE COMMUNITY AUTUMN EDITION
Glyncoed Following consultation with the local action group it was decided to revamp the local shopping area. A notice board was put up as an information point for the area and we installed a disability adapted walkway around the shops. The feedback from the action group was very positive and they are hopeful of further improvements taking place to the cobbled area.
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IN THE COMMUNITY AUTUMN EDITION
Sparkling Newtown Along with partners, Blaenau Gwent Council, local police cadets, tenants and their children, we all helped to give Newtown a spring clean! The whole estate was litter picked, over grown brambles were cut back from pathways and walk ways and Tai Calon tenants were offered an amnesty to clear their gardens of any larger discarded furniture items.
Cllr Dai Davies said “It is great to see what can be achieved when tenants, residents and supporting agencies all come together and work to make an estate proud and an enjoyable place to live in and be part of, making a difference.�
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SCHOOL OF HARD KNOCKS School of Hard Knocks (SOHK) is a social inclusion charity, using sport and specialist mentoring to improve individuals’ physical and mental well being. SOHK’s is designed to help people achieve their potential no matter their background or current circumstances. The rugby event was to raise funds for SOHK Wales and a chance for all the partners to meet. For more information about School of Hard Knocks programme please contact Darren Foote – Employment & Enterprise Coach on 01495 294705 our email Darren Darren.Foote@taicalon.org.
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IN THE COMMUNITY AUTUMN EDITION
Foot in the door We have teamed up with Ffilm Cymru to deliver Foot in the Door and what an experience this year’s project has been! Nine participants from Blaenau Gwent have worked on or visited the sets of “Dream Horse” a film by Warner Brothers. Dream Horse is the amazing story of Dream Alliance, the race-horse bred on an allotment in Caerphilly that went on to win the Welsh Grand National. Our participants spent time on set working in various departments from make up to camera and post production, rubbing shoulders with Damian Lewis and Toni Collette. For some participants they will be able to tell their grandchildren that Damian Lewis bought them an ice-cream! The program ran over 5 weeks and there were lots of opportunities for the participants to ask questions about working in the film/TV industry. Well done to everyone who attended, we had a blast!
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Happy 100th Nesta! Joe Logan, Chief Executive at Tai Calon paid a visit to Nesta Williams from Blaina who turned 100 years young on 22nd August. Nesta has been a resident at Llys-y-Capel since it opened in 1989. Nesta didn’t want a fuss on this momentous occasion, but from all of us at Tai Calon Happy Birthday Nesta! A pleasure to meet you.
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IN THE COMMUNITY AUTUMN EDITION
Trees, trees and more trees! The Woodland Trust wants to see a UK rich in native woods and trees, for the benefit of both people and wildlife and the health of the planet! But they can’t achieve this without people like you and me.
The Trust’s ongoing scheme, Free Trees for Schools and Communities, will give everyone in the UK the chance to plant a tree. They’re giving away hundreds of thousands of free trees to schools and communities across Britain. They have two delivery periods every year, one in March and the other in November and they are currently taking applications for trees to be delivered in November 2019. You can apply directly to the Trust via their website or contact Aaron Browning on 01495 294762 and we can guide you through the process.
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Grace Pope Court
Grace Pope Court secured £200 of funding from Travis Perkins for their gardening project and WOW what a difference they have made! The project is now completed, Scheme Co-Ordinator Carol Davies said “tenants now go outside and use the external areas, it’s really connected them which is having a positive impact on their wellbeing and raised spirits in the Court.” Tenants of Grace Pope Court said “It’s been great, it’s got us all together, it looks lovely and it makes us proud of where we live.” Go Grace Pope Court! The pictures speak for themselves – top job!!! 16 | www.taicalon.org
IN THE COMMUNITY AUTUMN EDITION
Disrepair Claims At some point in our lives most of us have been contacted by claims companies encouraging us to make a claim, this often includes personal injury or perhaps your landlord for failing to complete repairs that you have reported, known as disrepair. If you think you have disrepair in your home our advice is to first check the Tai Calon website on the “Tenant Guidance” page and then click on the “Our Responsibilities” link to find out the type of repairs that Tai Calon are responsible for and which ones tenants are responsible for. If you still think you have disrepair in your home that should have been done by Tai Calon please tell us about it by calling 0300 303 17 17 or email to talktous@
taicalon.org. However, if your repair falls into the list of minor jobs that are the tenant’s responsibility, you should make arrangements to carry them out. It may not always seem like it but using a specialist company for a disrepair claim can be time consuming and quite often the only people who make any money from it are the claims company themselves. Using a claims company can often result in spending tenants rent unnecessarily and that’s why we would much prefer to talk directly to you about any disrepair queries. If In doubt, please get in touch with us. To Report a repair telephone 0300 303 1717 between 9am and 5pm, Monday to Friday. Please, remember that we are likely to experience a larger number of calls following a public holiday and during extreme weather conditions. By text, type the word repairs followed by your name and message to 60030. We will get back to you within one working day. In an emergency, outside normal working hours, ring 0300 303 1717.
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Duke of Edinburgh At the beginning of the year Tai Calon became a centre for the Duke of Edinburgh award scheme and a partner with Sgiliau, which is an organisation that helps young people to either further their education, get involved in volunteering or explore pathways to employment.
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IN THE COMMUNITY AUTUMN EDITION
We felt it would be a good opportunity to get engaged with these young people and teach them new skills which is encapsulated within The Duke of Edinburgh award scheme award scheme (DofE). The Duke of Edinburgh award scheme was chosen by Tai Calon because it would help us in our mission to inspire, guide and support young people across Blaenau Gwent in their selfdevelopment and recognise their achievements. Once the students had been registered for the Bronze award scheme, we then had to look at the activities they needed to complete to gain their Bronze award. One of the four activities was volunteering. In this they did local litter picking and helped clean the community fitness gym as well as cleaning up the local scout camping site. Taking part in physical activity was also part of the four activities and we were very lucky in that we had help from the Welsh Guards that are stationed in Cardiff but volunteered their time to help the Sgiliau students get fit. We also had help from a member of the Royal Navy as well as the Welsh Guards; they taught the students how to use and orientate a map as well as use a compass, they taught them about grid references and how to find certain points on the map.
All the skills that they had learned were then put to the test in one final activity. The students had to plan an expedition, which saw them hiking for six hours and camp overnight and then hike back home the next day using their newly learnt navigating skills. The idea of this is for the students to work as a team with their friends, planning and using their initiative, leadership and team working skills, which were all put to the test, leaving them with an experience that will last a lifetime. What started as a trial finished as a huge success with eight students gaining their Bronze award, and more signing up to do theirs in the new year. The next 12 months will also see two members of staff from Sgiliau and our very own Jordan Davidge of Tai Calon’s HR Team undergo the Gold award for the Duke of Edinburgh award scheme and on completion will be awarded their certificate at Buckingham palace.
Darren Foote
Employment & Enterprise coach
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What to do if you’re in arrears:
Because everything starts with your home. 20 | www.taicalon.org
YOUR HOME AUTUMN EDITION
Prioritise
Plan
Pay
Paying your rent must be your priority.
Whether you are only slightly in arrears or you are feeling overwhelmed with the amount you owe, it is always better to talk to us than ignore it.
To stay on track with paying your rent on time, we can help you with a repayment plan.
It’s important you talk to us about any issues you may be having in paying your rent. If you can’t pay your full rent on the day it is due, you should pay as much as you can afford and talk to us.
Together, we can make a plan about:
1
Checking how much rent you owe.
2
Talking and helping with your financial situation. For example, our team can help with checking what benefits you may be entitled to but aren’t aware of, which could help you to pay your rent.
3
Discussing how you can pay your arrears in affordable instalments.
If you fall into rent arrears, please don’t ignore it!
Also, you can ask Jobcentre Plus or the Pension Service to pay off your arrears through deductions from any of the following benefits: • jobseeker’s allowance (income-based) •e mployment and support allowance (income-related) • income support • pension credit. If you get paid Universal Credit, we can also request deductions from your monthly payment to help pay your arrears.
It’s better to talk to us about how we can get your rent account into the green, rather than ignoring your rent and falling deeper into the red, especially when it could lead to you losing your home. We don’t want that and we’re sure you don’t either.
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Tenants and leaseholders please remember it is your responsibility to insure your furniture, belongings and personal possessions. These include your carpets, curtains, clothes, bedding, and electrical items. And don’t forget your jewellery, pictures and ornaments.
WHAT DOES HOMES CONTENTS INSURANCE COVER?
fire damage * theft * storm and flood damage * damage caused by water or oil leaks OTHER THINGS COVERED AS STANDARD: • Lost or stolen keys • The contents of your freezer if it broke down • The damage caused by a leaking washing machine or a burst pipe • The contents of sheds and garages are included • Students possessions living away from home • Tenants responsibility • Optional extensions are available Limits and exclusions apply, a full policy wording is available on request. For further information telephone My Home Insurance Scheme on 0345 450 7288 or visit: www.thistlemyhome-cymru.co.uk
The National Housing Federation My Home Contents Insurance Scheme is a product name arranged and administered on behalf of the National Housing Federation by Thistle Tenant Risks a trading style of Thistle Insurance Services Limited. Thistle Insurance Services Limited is authorised and regulated by the Financial Conduct Authority. Lloyd’s Broker. Registered in England under No. 00338645 Registered office: 68 Lombard Street London EC3V 9LJ. The National Housing Federation is an Appointed Representative of Thistle Insurance Services Limited.
YOUR HOME AUTUMN EDITION
Trees, trees, trees….. Trees are vital. As the biggest plants on the planet, they give us oxygen, store carbon, stabilise soil and give life to the nation’s wildlife.
Research shows that within minutes of being surrounded by trees and green space, your blood pressure drops, your heart rate slows and your stress levels come down.
Trees absorb CO2, removing and storing the carbon while releasing oxygen back into the air. In one year, an acre of mature trees absorbs the same amount of CO2 produced when you drive your car 26,000 miles.
Studies have also shown that patients with views of trees out of their windows heal faster with fewer complications.
Each year a mature tree produces enough oxygen for 10 people.
Exposure to trees and nature aids concentration by reducing mental fatigue and can also help reduce the stress of modern life.
Over 20 species of British trees and shrubs are known to have medicinal properties.
Trees are also an effective sound barrier and can limit noise pollution.
The maintenance of Tai Calon’s tree stock and the regeneration of mature woodland will provide benefits for future generations. It is therefore essential that Tai Calon support an ethos of preserving and conserving trees. Please help us to leave a lasting legacy of a well managed environment for future generations.
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COLOURING
COMPETITION
Competition deadline 31st OCTOBER 2019
Resource Reg. No. 2110
Name: Age: Address:
Please return to this address: Damian Vizard, Tai Calon Community Housing, Solis One, Rising Sun Industrial Estate, Blaina, Blaenau Gwent, NP13 3JW
0300 303 1717
talktous@taicalon.org
www.taicalon.org