Heart of the Matter 10

June 2017

Welcome Welcome to the new approach to your newsletter. We have tried to make this edition informative and show how we are learning from your feedback.

I joined Tai Calon last September and I am really pleased with the progress we are making to ensure we always put the customer first.

You will see from the Tenant Satisfaction Survey of last year, that there are some areas of our services that have relatively low levels of satisfaction. I hope you will see that we are busy addressing these and we aim to improve your satisfaction with our services across the board.

We want to work in partnership with tenants across Blaenau Gwent and we want to find ways to enable more of you to get involved.

Working together there will be no stopping us!

Joe Logan CEO

0300 303 1717

Contents Welcome from the CEO......................1 Becoming a Tenant Board Member...2 STAR survey results..............................3 You said‌We did................................7 Rent: How we set rents........................8 How we collect rent........................8 How we spend rent .......................9 Investment Programme.....................11 Improving Homes: Waundeg...........12 Performance and Efficiency .............14 Better Together..................................15 Tai Calon Complaints........................17 Get on Track.......................................19 New Housing Advice Centre............21 Neighbourhood Inspections............22 Tai Calon’s Self Evaluation ...............24

info@taicalon.org

www.taicalon.org

Have you considered being a Tenant Board Member?

The Board of Tai Calon has vacancies for tenant Board members. The role of a Board member is interesting and challenging. Board members take part in major decisions about Tai Calon’s homes and neighbourhoods and how they are managed. Board membership is unpaid but reasonable out of pocket expenses are reimbursed.

Details of the current Board members and the minutes of recent meetings are shown on the website (www.taicalon.org). The Board consists of 3 tenant members, 3 local authority representatives and 6 independent members. The Board is the decision making body for Tai Calon and members are responsible for: TT Setting objectives and agreeing the plans to achieve the objectives TT Approving budgets and accounts

TT Monitoring the performance of the organisation against budgets, plans and targets TT Managing risks and ensuring strong internal controls are in place Board members are expected to critically review and constructively challenge officers to ensure that Tai Calon achieves its objectives, is well run and provides value for money in the use of all its resources.

“It has been a really interesting experience for me, being on the Board.

Before I joined, I had no idea about the wide range of services Tai Calon delivers.

I have also seen big changes in the way tenants can get involved. So come on Board!�

Ellen Jones, Tenant Board member

Tenant Board members are elected by tenants and have varied backgrounds, skills and experiences. We believe that the Board is strengthened by the tenant members, who can bring their own experience of Tai Calon to the Board. We recognise that you will want to understand more before applying for tenant Board membership.

Therefore initially we will be collecting expressions of interest on tenant Board membership. We will then invite interested tenants to take part in an awareness session on the role of a Board member and the personal qualities required.

To express an interest or for an informal discussion about the role of Board Member please contact Marcia Sinfield, Company Secretary or Tina Davies on 0300 30301717.

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SURVEY R 20 TA

S

6 01

16

S

e y � v o y u a r a “H s

URVEY RS 2 TA

Introduction In 2016 Tai Calon undertook an independent STAR survey across all its tenants and leaseholders to provide an understanding of levels of satisfaction and service priorities. The survey was sent to 6,204 households and 1,842 surveys were then returned, a response rate of 30%.

The following pages set out a summary of your responses and what it tells us about your levels of satisfaction.

We have used the responses you provided in the STAR survey to understand what is important to you, what we do well and where we need to improve.

We will now use this information to develop our priorities and plans, setting out what we are going to do this year and over the next few years.

The results show that we can get better and we will measure the improvements we put in place and continue to ask how we are doing each year.

The STAR Survey A summary of the results can be broken down into general needs and sheltered housing tenants and leaseholders.

The survey asked respondents to identify whether they were very satisfied (dark green), satisfied (light green), neither satisfied or dissatisfied (yellow), dissatisfied (amber) or very dissatisfied (red).

We want the services we deliver, and your satisfaction with those services, to continuously improve. Our aim is to provide houses and communities where people are proud to live.

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We asked you, “Taking everything into account, how satisfied or dissatisfied are you with the overall service provided by Tai Calon?�

25% 38%

39% 21%

and these are the results.

27%

27% 30%

15%

14%

10%

10%

14%

10%

10%

10%

General Needs

Sheltered Housing

Leaseholders

Your Top Five Priorities We asked you what your top priorities were and both tenants and leaseholders identified repairs and maintenance as the most important.

Another associated priority was the overall quality of your home.

Contact and communication also scored highly with the priorities of keeping residents informed, and listening and responding to your views.

Your satisfaction scores for Repairs and Maintenance, and for Contact and Communication are set out below and highlight where we need to get better and what we are planning to do.

We will keep you informed of our progress and monitor your satisfaction levels during 2017/18.

4

Repairs and maintenance

The overall quality of your home General Needs Sheltered Housing

Property improvements

Leaseholders

Keeping residents informed

Listening to your views and responding to them 0%

20%

40%

60%

80%

Repairs and maintenance “Thinking about the last repair completed, how satisfied or dissatisfied were you with the following?”

The attitude of the tradesperson Keeping dirt and mess to a minimum The tradesperson doing the job you needed The overall quality of work Being told when a tradesperson would call The speed of completion of the work The repair being done ‘right the first time’ Keeping you up to date about the progress Being able to make an appointment Time taken before work started 0% Very satisfied

Quite satisfied

Neither

25%

50%

Quite dissatisfied

75%

100%

Very dissatisfied

What we are going to do We’re really pleased that nearly 90% of you are happy with the attitude of the tradesperson when they call to your home and that you also feel we are doing the right work, to a high standard while keeping your home tidy.

We can also see that you are less satisfied with the time it takes for the work to start, how easy it is to make an appointment for the job; and how well we keep you up to date.

To make things better we are now phoning you more often with an update and we will be changing our priorities for repairs so that we will be coming to your home more quickly in future and keeping you informed of progress.



“Everything very professionally carried out by Tai Calon all the time” “Keep up the good work”



“There have been repairs to the kitchen which took longer than promised.

It’s been easy to make an appointment but taken a while to get around to” 5

Contact and Communication To what extent do you agree or disagree that Tai Calon:

Has friendly and approachable staff Is open and honest with tenants Listens and responds to tenants Delivers its promises Has a good reputation in my area 0% Strongly Agree

Agree

Neither

The last time you contacted us, how easy was getting hold of the right person?

25%

50%

Disagree

75%

100%

Strongly Disagree

And did you find the staff?

Easy Easy

Helpful Helpful

Difficult Difficult

Neither Neither

AboutAbout Right Right

Unhelpful Unhelpful

What we are going to do

Its good to know that our staff are friendly and approachable and that most of you find it easy or straightforward to get hold of the right person in Tai Calon.

We are trying to make it even easier for you to contact us and have introduced direct dialling, so when you phone you can get straight through to the person you need to deal with.

We’re concerned though that not enough of you think we listen enough or keep the promises we make.

So we have developed a new Customer Commitment and will be implementing it this year. Our commitment is that we will be easy to deal with, open and honest and will do what we say we’ll do.

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You said...

We did...

We take feedback from tenants very seriously and look to improve the service we offer. The STAR Survey results and feedback direct to us show the areas that are important to you.

You said…

You said…

“it takes too long for us to do your repair”

“you want to be able to contact our staff more easily“

We…

We…

TT are reviewing the repairs policy to speed up the completion of repairs

TT now give out all staff direct line telephone numbers so you can contact the right person more easily and where appropriate we give mobile telephone numbers

TT aim to complete most responsive repairs on our first visit

You said… “we need to keep you better informed of progress on your repair”

We… TT are now telephoning or texting you to let you know when an operative will call TT are making more repair appointments at a time convenient to you

You said… “you want Tai Calon to listen to your views and act on them”

We… TT are responding to the areas of low satisfaction in the STAR survey with actions to improve our services TT are changing the way tenants can get involved to make it easier and more flexible to suit your needs

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How We

Set the Rent

How we consult with tenants

In January, we invited all tenant members to attend a budget and rent-setting meeting to consult on our plans.

At this meeting, the proposal for how we spend money, and annual rent increases was shared with tenants.

Tenants then gave us their views on the plans. These views were shared with the Board when the budget was set.

Rent setting is always a difficult decision for the Tai Calon Board and Board members are mindful of balancing affordable rent increases with the need to achieve financial sustainability for Tai Calon and follow Welsh Government policy and guidance.

We also have a responsibility to balance affordability of rent with the need to be able to invest in your home and provide a good standard of service to all tenants.

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Tai Calon’s Rent Policy

Every Housing Association in Wales is directed by Welsh Government on setting rent. The Welsh Government sets a target rent for each type of property within an area and advises on the maximum rent increase that can be put in place.

This year the Welsh Government target rents for Tai Calon increased. This was in part due to the improvements we have made to homes which improve energy efficiency. This is known as the Standard Assessment Procedure (SAP) adjustment.

Our Rent Policy for 2017/18, which complies with Welsh Goverment policy, is that; TT All properties of the same type should have the same rent and we will work to achieve this.

TT Our Policy has been to create this fairer rent over a number of years, with people below the target rent having a bigger increase than those

on the target rent TT No rent will increase by more than 2.5% plus ÂŁ2.00 where it is lower than the target rent.

TT Any rents above the target rent will remain constant.

Importantly, our rents remain amongst the lowest social landlord rents in Blaenau Gwent and in Wales.

We will review our Rent Policy over the next 12 months and consult with you on any changes.

How We

Collect Rent We have achieved some of the best results for rent collection amongst housing associations in Wales in 2016/17. By working closely with and supporting tenants and providing advice and referrals to other organisations, we have helped tenants to sustain their rent.

In March 2017, Tai Calon staff met with Blaenau Gwent County Borough Council (BGCBC) to discuss and challenge the level of Discretionary Housing Payments being made.

Since the meeting, BGCBC have reviewed their procedures and as a result in March 2017, 82 out of 83 awards were granted. This had a positive impact on the income of those families applying for the payment and avoided arrears and court action for those tenants.

The team has also supported tenants in getting ahead with their rent payments in advance of Universal Credit changes. This will help tenants to avoid falling into arrears with their rent when there is a delay in receiving Universal Credit, which is currently averaging around seven weeks for claimants.

We are here to help and advise on Universal Credit and any concerns you have on paying your rent. Please come and talk to us.

By ensuring good rent collection results, we are also able to invest in your homes and communities and continue to make improvements such as the 5 year Windows Replacement Programme.

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How We Use The Rent Income Over half of the budget is spent on improvements and repairs to your home.

Just over £5 million is spent on providing housing and support services such as dealing with Anti Social Behaviour and the Neighbourhoods teams.

Between 2010 and 2016 we have spent £104.2 million to bring homes up to the Welsh Housing Quality Standard and we will continue to invest in your homes and neighbourhoods.

Work has included installing new kitchens, bathrooms, heating systems and rewiring properties.

Here is a chart on how the budget is to be spent in 2017/18.

Improvement Programme, WHQS and Repairs

£17.84 Million

£4.27 Million Interest Payable on Money Borrowed

£5.01 Million

Housing and Asset Management, Workforce and Infrastructure Costs

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££

£3.83 Million Depreciation & Financing Charges

£4.64 Million

Business Support Services, Workforce and Infrastructure Costs



Tai Calon Investment Programme This year we will be spending £11.3 million between April 2017 and March 2018 on improving homes and neighbourhoods and are planning on spending a further £38.5 million between April 2018 and March 2021.

This investment includes:

TT Works to Neighbourhood Estates and the Environment - open spaces, roads, car parks and drains TT Works to Gardens and Boundaries garden paths, walls, fences and gates TT External works to homes – new windows, doors, render and roofing

3. Borderline WHQS passes that would benefit from further improvement 4. Reducing the demand for responsive repairs 5. Improvements in thermal comfort (highest weather exposure first) 6. Improvements in energy efficiency and reduction in utility costs for tenants to reduce fuel poverty.

The order is also influenced by:

TT Tenant satisfaction with the neighbourhood

TT Internal works to homes - boilers, wirings, kitchens and bathrooms

TT Stock turnover and number of empty homes

The improvement works planned to be carried out over the next 5 years will be completed in a priority order.

TT Indices of multiple deprivation indicators

The order is based on the following:-

1. Health, safety and legal compliance

2. Building components coming to the end of their life

TT Demand for homes

TT Poor energy efficiency of homes An outline of the planned programmes for 2017/18 will soon be published on our website. Further information will be published as the programme of work is scheduled.

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Improving Homes –

Waundeg Project Waundeg, Nantybwch in Tredegar comprises approximately 94 homes known as Cornish Type 2.

As part of Tai Calon’s commitment to reducing fuel poverty and improving the energy efficiency of our homes, we identified Waundeg as being a priority estate, which would benefit from the installation of External Wall Insulation (EWI). The age of these properties and construction type being ‘non traditional’, means that they are more difficult to heat than modern homes that benefit from an insulated ‘as built’ cavity.

We have already invested heavily in replacing and insulating the lofts of properties in Waundeg and the area is

12

also in the first phase of the Window Replacement Programme.

Recently, we visited Waundeg, where we had a warm welcome from the residents.

Christine Morgan, who has lived in Waundeg for most of her life and in her current home for the last 7 years, told us how the recent improvements to her home have made a big difference to her quality of life.

Christine who suffers from Chronic Obstructive Pulmonary Disease (COPD) said, “It’s made a massive difference to me, the cold affects my breathing.

Although it has only been just over a

Ann Gardiner, Christine’s friend and neighbour, who has lived in Waundeg all her life told us, “Just looking at the house makes me smile. The way that it looks makes you feel happier.”

Philippa Hendry, Christine’s neighbour, told us,

Philippa Hendry month, the difference to the homes in Waundeg is noticeable.

This is the first time EVER I’ve had to turn the heating off. In the past, we only got a rest from paying heating bills if we have a nice summer. All the rest of the year, especially if you have young children, we would have to have the heating on. It is unbelievable; you won’t believe the change it has made to us.”

“A lot of people I’ve spoken to have said they can’t believe the difference in their homes and how much warmer it is now. Even with noise outside, it’s a lot quieter. It looks a lot nicer now too, it makes the houses look a lot cleaner.”

Excellent! Happy customers (The Editor)

Throughout the process, we worked closely with tenants to ensure their needs were accommodated. We also ensured that the window programme was aligned with the EWI installation to minimise disruption to tenants.

Christine added, “Everything was done in one day in the whole house, no mess. Everything was cleaned up after the work. It’s absolutely amazing here, I can’t thank Tai Calon enough. I’m so looking forward to next winter now, without having to worry about large heating bills”

Ann Gardiner 13

Improving Performance and Efficiency We measure our performance against targets to ensure that we are delivering the best possible service to tenants.

We completed 16,228 emergency, urgent and non-urgent repairs last year (1st April 2016 to 31st March 2017) and in the same period 90,765 calls answered by the Customer Services Team.

April to December 2016

Our performance

Target

Percentage of gas servicing completed on time

99.78%

100.00%

Repairs completed Right First Time

80.66%

81.00%

Overall satisfaction with the repairs process

91.55%

95.00%

Repairs completed to time

93.84%

98.30%

% of calls answered by Customer Services

96.82%

95.00%

Customer satisfaction with Customer Services

98.26%

95.00%

Tenants contents insurance

• Friendly claims service, to make sure you are looked after properly • No excess – nothing to pay when you make a claim • Contents replaced as new (except for clothing and household linen) • Rented goods included

Accidents happen Get covered – Take control and protect your things with Tenants Contents Insurance.

Prices start from just £1.50* per week…

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• Friendly claims service, to make sure you are looked after properly • No excess – nothing to pay when you make a claim • Contents replaced as new (except for clothing and household linen) • Rented goods included

Call our insurance team on 0300 3031717 *£1.50 is based on standard cover for £9,000 sum insured.

Quote is subject to eligibility criteria.

Premiums quoted include insurance premium tax (IPT) at the appropriate rate.

Better Together

ou y r o f t G etting it righ

How we engage and consult with tenants is a key priority for Tai Calon. In the last 18 months we have undertaken two independent reviews to find out tenants’ thoughts on how we best work together.

We found that most tenants were not aware of the tenant involvement activities we currently have in place. We now know that most tenants are interested in being involved but do not want to use the current, more formal groups and meetings. Most want quicker and simpler opportunities to engage and are particularly keen on using local events in neighbourhoods and on estates, including working with community groups and having us hosting local surgeries and road shows.

We have listened to your views and, as a result, our ways of engagement are changing. Our local neighbourhood teams will be at the heart of the new ‘Better Together’ involvement opportunities. They will be the main focal point for and with local

people. This local engagement will help the Tai Calon team to understand what issues are affecting you so we can work together to find solutions. Examples of where this will happen are with local tenant associations, on estate walkabouts, or at a surgery held in a community building. We will advertise these events so that you can come along and have your say.

Some formal methods will stay. The new Tenant Quality Forum will be the main formal representative and consultative group. It will build on the excellent

Members of the Sirhowy Tenants’ and Residents’ Association.

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work of the Quality Design Forum. It will help develop strategy, policy and set & monitor service standards in key areas of service delivery such as repairs, complaints and estate management.

The new Improvement and Scrutiny Panel will help us monitor how we are doing, ensuring we are doing what we said we

would, and helping us improve.

We already have some people interested but will also be undertaking a recruitment drive to try to get new people involved.

Details of how you can contact us to get involved are shown below in the introduction to our new Tenant Involvement Officer below.

Hello. My name is Pennie Walker and I am the new Tenant Involvement Officer and ‘Better Together’ lead officer at Tai Calon. My role is to encourage engagement with residents so that they can have a say in how Tai Calon is run. We want to listen to your views and ensure it makes a difference to how Tai Calon works. This can be done in any way that suits you; community groups, coffee mornings, online, social media and formal forums.

Please get in touch with me and tell me how you would like to be involved. It really is up to you! I’m here to make sure your voices are heard.

Pennie.walker@taicalon.org

01495 294801

www.facebook.com/groups/BetterTogetherTaiCalon @Better2getherTC

Better Together

ou G etting it right for y

New Local Authority Pest Control Service After feedback from local tenants, Tai Calon staff raised the issue of pest control with the Council. As a result, we are pleased to advise that from 3rd April, Blaenau Gwent County Borough Council is partnering with Mitie to bring back a Pest Control Service.

Domestic households will be able to receive treatments for rat infestations free of charge. The treatment of other pests, for example mice, cockroaches, bed bugs, fleas, ants or wasps, will be chargeable. There will be a 50% concessionary discount for those on qualifying benefits.

Further information about chargeable services and concessions will soon be available on the Council’s website http://www.blaenau-gwent.gov.uk.

Any residents wishing to utilise the new service should contact Mitie direct on 0344 335 0330 or by email mpc.gwent@mitie.com 16

Complaints report Our latest report about the complaints we have had and what we have done as result has been published

Formal complaint is an expression of dissatisfaction or concern about Tai Calon’s action or lack of action, or is about the standard of service provided.

Informal complaint is where we will deal with complaints immediately. If you are unhappy or have a concern, it should be raised with the person who is dealing with the matter. We will resolve the problem quickly, in an informal way. We aim to resolve the complaint within two working days. If it is taking longer we will keep you informed of progress.

Upheld is where we got it wrong and apologised.

Partially upheld is where we apologised for getting something wrong, however, we don’t agree that everything was our fault.

We have received 29 formal complaints and 24 informal complaints between 1st October 2016 and 31st December 2016. This is a 50% decrease from the complaints received in the previous quarter.

25 complaints were upheld, 2 Partially upheld and 24 not upheld. 2 complaints were withdrawn from our process.The average response time for a complaint was 8.9 days.

Repairs & Maintenance Complaints account for 72% of complaints.

100% of complaints

were responded to within our 15 day target.

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Complaints report continued Lessons Learnt

As a result of the volume of complaints received regarding the process for attending no heat and hot water calls in the winter months, we have amended our process for attending within 5 working days, to attending within 24 hours between 31st October and 1st May. Our operatives have been reminded of the importance of contacting tenants to arrange convenient appointments and not to ‘cold call’ at your homes.

Main Theme of Complaints Theme

Formal Informal 4

Complaints Per Department Department

Formal

Informal

Assets

2

1

Green Earth

1

0

Income & Rents

1

1

Land & Legal

2

0

Action delay or lack of

16

Attitude

4

0

Communication poor or lack of

3

4

Policy/Process Dissatisfaction

3

15

Out of Hours Service

1

3

Policy/Process not followed

1

0

Repairs & Maintenance

19

19

Quality of work

2

1

Right to Buy

1

0

Supported Living

1

0

Tenant Involvement

1

0

Voids

1

0

If you would like to make a complaint, or require more information about how you can, please contact the Customer Services Supervisor on 0300 303 1717 or you can email us as at complaints@taicalon.org

To find out more about our complaints process, visit our website: www.taicalon.org

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‘Get on Track’ with Tai Calon and Dame Kelly Holmes Trust In January 2017, Tai Calon engaged with the Dame Kelly Holmes Trust (DKHT) to deliver the ‘Get on Track’ programme for young, disadvantaged people in Blaenau Gwent.

DKHT train and develop world class athletes to develop and empower young people facing disadvantage.

This enables those young people to take control of their own futures and contribute positively within their communities. The programmes are proven to have a lasting impact on the lives of young people and enable them to become healthy, achieve more in education, enjoy career success and take part in meaningful and fun activities. The team targets those who need our help most, not those who are easiest to reach, and help them build

essential life skills such as resilience, determination, focus, motivation and confidence alongside key employability skills. This was an opportunity too good to miss.

DKHT are a great fit with Tai Calon’s Employment and Skills Team. Project planning for the programme started in early January. The team have had fantastic support from local partners, particularly Aneurin Leisure Trust and Job Centre Plus. This ensured the development of a great programme, with excellent facilities. The young

19

people who would benefit most from the support were identified early on and this process further emphasised the potential the program has to change the lives of young people for the better.

In early April, ten young people started a project which comprised an intense five week period combining a variety of activities such as team building, community projects, physical activity and employability skills including interview techniques, mock interviews with local organisations, first aid, personality profiling and CV development. The programme was delivered by Lead Athlete Mentor, Philippa Tuttiett and our very own Employment & Skills Team.

As the programme progressed there was a noticeable difference in the attitude, confidence and motivation of the young people as they were constantly challenged and taken out of their comfort zones but the fact that no-one dropped out speaks volumes about the quality of the programme.

The initial five week period is now complete and culminated in a very well attended Presentation evening at Llanhilleth Institute on Thursday 4th May where 20

all participants received a Certificate of Attendance and an Aneurin Leisure Life Card which gives them free access to the Leisure Centre’s for twelve months. Six participants also received an award for outstanding achievement and contribution to the programme.

The evening was sponsored by three of our Contractors – Ralphy’s Roofing, LCB and Jeffreys and their contribution also allowed us to buy each participant suitable interview clothing - and very smart they all looked too!

Feedback from the young people and their families was excellent with family members stating that they had seen amazing improvements from the participants and had genuinely changed their lives for the better.

We are now in the ‘Holding On’ phase and will meet with the young people every three months to review progress and deliver support as and where required. At the time of writing, two participants have already secured full time employment. One participant is undertaking a work trial with a view to employment at successful completion.

Two participants are volunteering with Aneurin Leisure and one is in discussions with an employer regarding a potential apprenticeship.

New Housing Advice Centre in Ebbw Vale A new Housing Advice Centre on Church Street, Ebbw Vale was officially opened by Blaenau Gwent Mayor Councillor Barrie Sutton on Wednesday, 1st February.

The centre, which is run in partnership with Tai Calon Community Housing, United Welsh, Linc Cymru, Melin Homes and Hafan Cymru, is a one-stop shop for housing advice and offers a range of facilities to people living in Blaenau Gwent. The advice centre which is in a key location in the heart of Ebbw Vale town centre, had been empty for more than 15 years but has been brought back to life thanks to a significant programme of refurbishment.

European Funding Office and the housing associations involved in the project, has seen the complete transformation of the building.

An investment of more than £400,000 including money from the Welsh

Councillor Haydn Trollope, Executive Member for Environment for Blaenau Gwent County Borough Council, said “We had identified there was a need for a facility to provide housing advice in Blaenau Gwent and so are delighted with this fantastic refurbishment. A partnership approach is really important to us as it recognises the role all organisations play in meeting housing need and demand so we are very pleased that all the housing associations we work with can base themselves here as well.”

Joe Logan Chief Executive at Tai Calon said: “We are delighted to have been involved in this important project for the benefit of the community of Blaenau Gwent. This is a great example of how much can be achieved by working in partnership, to make limited resources go even further”

For more information about the Housing Advice Centre, please email housing@blaenau-gwent.gov.uk or visit www.blaenaugwenthousing.co.uk

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Neighbourhood Inspections

22

Nantyglo

Winchestown

Meet at entrance of Waenheulog

23/05/2017

10.00 to 11.00

Tredegar

Ashvale

Griffiths Square

23/05/2017

10.00 to 11.00

Tredegar

St Georges Court

Outside flats Church Street

23/05/2017

10.00 to 11.00

Tredegar

Peacehaven

outside number 3

30/05/2017

10.00 to 11.00

Abertillery

Valley view

Meet behind No 67

07/06/2017

10.00 to 11.00

Ebbw Vale

Gwaunhelyg

Meet at Gwaunhelyg Road

07/06/2017

10.00 to 12.00

Ebbw Vale

Briery Hill

Meet at RTB rugby Club

08/06/2017

10.00 to 12.00

Ebbw Vale

Lower Rassau

Meet at Ty-Bryn Club

08/06/2017

10.00 to 12.00

Blaina

Westside

Meet outside 1 Zephania Way

20/06/2017

10.00 to 11.00

Abertillery

Swffryd

Meet outside Community Centre

21/06/2017

10.00 to 11.00

Brynmawr

Twyncynghordy

Meet at Beacon stores

27/06/2017

10.00 to 11.00

Nantyglo

Ffoesmaen

Meet at Ffoesmaen Inn

28/06/2017

10.00 to 11.00

Tredegar

St James Way

New car park near play area

04/07/2017

10.00 to 11.00

Tredegar

Waundeg

Community House

04/07/2017

10.00 to 11.00

Blaina

Troedybryn/Blaina Meet at Troed y Bryn Bungalows

05/07/2017

10.00 to 11.00

Ebbw Vale

Newtown

Meet at Community Centre

05/07/2017

10.00 to 12.00

Ebbw Vale

Beaufort

Meet at Southbank garage

06/07/2017

10.00 to 12.00

Ebbw Vale

Garnlydan

Meet at Queensway Shops

06/07/2017

10.00 to 12.00

Ebbw Vale

Upper Hilltop

Meet at Hilltop Shops

06/07/2017

10.00 to 12.00

Tredegar

Cwm Glas/Cefn Glas

Main road outside Cwm Glas

06/07/2017

11.00 to 12.00

Tredegar

Dukestown

Car park at front Ebenezer Court

06/07/2017

10.00 to 11.00

Tredegar

Gwent Way

Deighton primary school

06/07/2017

10.00 to 11.00

Abertillery

Brynithel

Meet outside Community Centre

11/07/2017

10.00 to 11.00

Tredegar

Cefn Golau

TARA house Attlee Way

11/07/2017

10.00 to 11.00

Tredegar

Sirhowy

outside shops Ysguborwen

11/07/2017

10.00 to 11.00

Nantyglo

Coedcae

Meet at Community Centre

12/07/2017

10.00 to 11.00

Ebbw Vale

Glyncoed A

Meet at Glyncoed Chip shop

13/07/2017

10.00 to 12.00

Abertillery

Arael View

Meet outside No 43

18/07/2017

10.00 to 11.00

Tredegar

Peacehaven

outside number 3

18/07/2017

10.00 to 11.00

Brynmawr

Brynfarm

Meet at Estate entrance

19/07/2017

10.00 to 11.00

Nantyglo

Winchestown

Meet at entrance of Waenheulog

25/07/2017

10.00 to 11.00

Tredegar

Ashvale

Griffiths Square

25/07/2017

10.00 to 11.00

Tredegar

St Georges Court

Outside flats Church Street

25/07/2017

10.00 to 11.00

Brynmawr

Gurnos

Meet at entrance to Gurnos

01/08/2017

10.00 to 11.00

Ebbw Vale

Lower Hilltop

Meet at Hilltop Shops

02/08/2017

10.00 to 12.00

Cwm

Cwm

Meet at Cwm Primary School

03/08/2017

10.00 to 12.00

Ebbw Vale

Glyncoed B

Meet at Glyncoed Chip shop

03/08/2017

10.00 to 12.00

Ebbw Vale

Upper Rassau

Meet at Nant Melyn Com Centre

03/08/2017

10.00 to 12.00

Abertillery

Valley view

Meet behind No 67

09/08/2017

10.00 to 11.00

Blaina

Westside

Meet outside 1 Zephania Way

22/08/2017

10.00 to 11.00

Abertillery

Swffryd

Meet outside Community Centre

23/08/2017

10.00 to 11.00

Nantyglo

Ffoesmaen

Meet at Ffoesmaen Inn

30/08/2017

10.00 to 11.00

Tredegar

St James Way

New car park near play area

05/09/2017

10.00 to 11.00

Tredegar

Waundeg

Community House

05/09/2017

10.00 to 11.00

Blaina

Troedybryn/Blaina Meet at Troed y Bryn Bungalows

06/09/2017

10.00 to 11.00

Ebbw Vale

Gwaunhelyg

Meet at Gwaunhelyg Road

06/09/2017

10.00 to 12.00

Ebbw Vale

Briery Hill

Meet at RTB rugby Club

07/09/2017

10.00 to 12.00

Ebbw Vale

Lower Rassau

Meet at Ty-Bryn Club

07/09/2017

10.00 to 12.00

Tredegar

Cwm Glas/Cefn Glas

Main road outside Cwm Glas

07/09/2017

11.00 to 12.00

Tredegar

Dukestown

Car park at front Ebenezer Court

07/09/2017

10.00 to 11.00

Tredegar

Gwent Way

Deighton primary school

07/09/2017

10.00 to 11.00

Abertillery

Brynithel

Meet outside Community Centre

12/09/2017

10.00 to 11.00

Tredegar

Cefn Golau

TARA house Attlee Way

12/09/2017

10.00 to 11.00

Tredegar

Sirhowy

outside shops Ysguborwen

12/09/2017

10.00 to 11.00

Nantyglo

Coedcae

Meet at Community Centre

13/09/2017

10.00 to 11.00

Abertillery

Arael View

Meet outside No 43

19/09/2017

10.00 to 11.00

Tredegar

Peacehaven

outside number 3

19/09/2017

10.00 to 11.00

Brynmawr

Brynfarm

Meet at Estate entrance

20/09/2017

10.00 to 11.00

Brynmawr

Twyncynghordy

Meet at Beacon stores

26/09/2017

10.00 to 11.00

Nantyglo

Winchestown

Meet at entrance of Waenheulog

26/09/2017

10.00 to 11.00

Tredegar

Ashvale

Griffiths Square

26/09/2017

10.00 to 11.00

Tredegar

St Georges Court

Outside flats Church Street

26/09/2017

10.00 to 11.00 23

Tai Calon’s Self Evaluation Self Evaluation is the framework that we and other Housing Associations use to review performance on governance, finance and the services we deliver.

The conclusions reached by the Board included the views of tenants and staff and the organisation’s business plans and priorities.

We look at what we do well and what we need to improve. There is evidence that Tai Calon is working well in some areas but recognise that we are on a journey and that there is still room for improvement in the delivery of our services.

We have published our self evaluation on our website www.taicalon.org for you to read in more detail.

Visit our offices or write to us at: Tai Calon Community Housing, Solis One, Rising Sun Industrial Estate, Blaina, Blaenau Gwent. NP13 3JW

Telephone us on: 0300 303 1717

Email us at: info@taicalon.org

Text taicalon to 60030, followed by your message.

Find us on the web at: www.taicalon.org

Fax: 01495 290 501