HEART OF THE MATTER CUSTOMER SERVICE AWARD Tai Calon has achieved the Government’s Customer Service Excellence award
STAR SURVEY
Feedback on last years survey plus this years results
COMPETITION
Get your creative hats on and have your work on the cover of the next newsletter!
WINTER
2020 ISSUE
FIND OUT WHAT’S HAPPENING IN YOUR COMMUNITY
CONTENTS TAI CALON
Professor Sir Adrian Webb 04 Customer Service Excellence Award 05 How we helped Ethan 06 Peacehaven Court 08 Get on track 09 Star Survey Results 10 Sustainable Living Tips 14 Neighbourhood Inspections 16 Welcome Steve Wetten 17 Readability Scheme 18 Service 1st 20 Hot Stuff 22 Creative Competition 23
GET IN TOUCH 0300 303 1717 talktous@taicalon.org www.taicalon.org www.facebook.com/taicalon www.twitter.com/TaiCalon www.instagram.com/taicalon_
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WELCOME
Dear all, Welcome to our information packed Winter newsletter. We hope you find it helpful. We know from the annual satisfaction surveys carried out for us by ARP Research that ‘being kept informed’ is a priority for most of you and that the newsletter is preferred method of communication. The latest STAR survey results are summarised on pages 10-13 and the full report is available on the website. We have a new Chair of the Board, and three new Board Members. The new Chair introduces himself on page 4. For the first time, Tai Calon arranged for an inspection of our services against the Government’s ‘Customer Service Excellence’ accreditation. How we got on is covered on page 5.
NEED A DIFFERENT FORMAT?
Tel: 01495 294 865 Email: press@taicalon.org Text: taicalon to 60030 followed by your message
We introduce our new Customer Engagement Co-Ordinator, and there are many more articles which we hope you will find interesting. As always, we value your feedback and suggestions for future newsletters, so please let us have your ideas. In the meantime, we hope you all had a happy Christmas and we wish you all a very happy and peaceful New Year, from all the team at Tai Calon. Chief Executive, Joe Logan 3
HOUSING IS AN IMPORTANT PART OF WELL-BEING
As of September 2019, Professor Sir Adrian Webb started as our new Chair. Adrian brings a wealth of experience with him. Born in Newport, Adrian has had an academic career spanning 25 years publishing many books and research articles. Throughout his career he has held numerous advisory positions in local and central government. His senior positions have included Deputy Chancellor of Loughborough University and Vice-Chancellor of Glamorgan University. Adrian has held many roles in Welsh public life including chair’s roles in local and national government, and in the third sector. He is currently a member of the UK Board of the Big Lottery Fund and the Chair in Wales and Chair of the Education and
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Pastoral Committee and a board level trustee of Atlantic College. Adrian has an affinity with the communities of Blaenau Gwent, having spent part of his early life in the area. This has fostered a strong commitment to enhance the well-being of the tenants and communities we serve. Professor Sir Adrian Webb Tai Calon, Chair of the Board
Heart of the matter - Tai Calon
CUSTOMER SERVICE EXCELLENCE AWARD
We are delighted to be able to announce that Tai Calon has achieved the Government’s Customer Service Excellence award. We are really very proud of our staff for helping us to achieve this, and for the many tenants who were involved in the accreditation visits. The report noted that we had many areas of best practice. “The team at Tai Calon have an excellent understanding of their customers and customer journeys, achieving and exceeding standards, which has lead to much greater protection and safety of its tenants and customers. Tai Calon uses its Service 1st framework that makes it very clear to both staff and customers what they should expect when delivering and receiving an excellent service.
Tai Calon recognise that they can play an important part in improving the health and well-being of the community. Many initiatives are already in place. The Tenant Quality Forum has played an important part in ensuring that the voice of customers is heard and that their recommendations and suggestions are taken seriously by the entire team at Tai Calon.” We are also further delighted to be able to announce that Tai Calon have also made it into the Best Companies “One to Watch” list 2020.
Tai Calon goes to great lengths to protect the privacy of their customers by keeping their information safe and secure. Managers recognise the importance of ensuring that they have a well-trained and willing workforce who have the ability to deliver consistently high levels of service to customers. The management team have worked with staff, customer groups and partners to ensure that they deliver information in a way that meets the varying needs of customers and there continues to be a desire to develop this further.
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Heart of the matter - Tai Calon
HOW WE HELPED ETHAN* *Not his real name
A rent bill is the most important bill to pay. Everything starts with home, so paying rent to keep yours has to come first. We are actively working with our tenants to pay their rent on time to make sure they always have a clear rent account and a home to live in. We first met Ethan in April 2019 as he was not paying his rent on time. Ethan has severe depression and anxiety and finds coping with mail and dealing with correspondence extremely stressful. This can result in him becoming very agitated and he finds that people often disengage with him due to his temper. Ethan had been transferred over to Universal Credit and had taken an advance payment in order for him to live. He was finding the whole process extremely confusing and was worried about having no income. When his support worker Nikki met Ethan he explained that he was very frustrated, as everyone he spoke to was telling him different things and he did not know what to do. Nikki explained to Ethan that when he had taken the advance payment from Universal Credit, some of that money was for his rent and this should have been paid. Ethan stated that he thought that all the money he had was his living allowance. 6
Nikki checked Ethan’s Universal Credit journal and found he was only receiving £189 for the month. After looking at his payments she saw he was having a large amount of money taken from him to repay debt. Nikki contacted the recovery team at Universal Credit, arranged for this amount to be reduced and asked them to put it on hold for three months. She also contacted Welsh Water and switched him to the Help U scheme, saving him £185 for the year. Ethan looks after his sick father, so Nikki applied for carer’s allowance for him. As Ethan suffers with severe depression and anxiety which impacts on his every day life, Nikki
Heart of the matter - Tai Calon
You are a diamond and I really appreciate everything you have done for me, you are the only person that has understood my mood swings and stuck by me through this whole process. - ETHAN helped him apply for Personal Independence Payment (PIP). Ethan had applied for PIP several times before but had always been refused. Nikki is pleased to say that Ethan has now been granted PIP, which is an additional annual income of £2,979. Nikki also took Ethan for an assessment for work capability which has been awarded so he now receives a further additional income of £3,936 for the year. Ethan is now in a better place and he is coping with things a lot better as he now has an additional annual income of £7,100 and no longer needs to worry as he can now afford to live and pay his rent. Remember: The Lifft team are always here to help.
g If you are havin ur issues paying yo er rent or need oth t support please le us know. Call us: 0300 303 1717 or drop us an email talktous@ taicalon.org 7
Heart of the matter - Tai Calon
PEACEHAVEN COURT Outstanding work by everyone involved! What a difference this has made to the tenants of Peacehaven Court!
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We held a surgery for the tenants of Peacehaven Court, where they raised concerns about the condition of the communal patio area. The tenants told us that the area attracted litter, the greenhouse was past it’s use by date and they felt the area could do with a long awaited clean up. It was decided that the tenants of Peacehaven Court and staff from Tai Calon would team up to tackle this long unloved patio area, starting with a group of staff painting the perimeter fencing. Tai Calon provided tenants with plants and materials to make 20 hanging baskets, in a workshop held by ‘green fingered’ Gwynfor Evans, Project Manager for our Green Earth team. Everyone had a brilliant time getting their hands dirty. The clean up team managed to fill two skips with all the rubbish from the patio area.
Heart of the matter - Tai Calon
Young people in Blaenau Gwent mentored by world class athletes. In August and September of 2019 Tai Calon Community Housing worked in partnership with the Dame Kelly Holmes Trust by supporting their Get on Track programme.
Get on Track is designed to inspire confidence and trust, build team skills, personal awareness and engage young people in a series of high energy sessions. Top athletes act as mentors for 16 to 25-year olds to help them reach their potential. The programme is led by former Welsh 15’s Rugby International and mentor, Philippa Tuttiett, who recently captained the Welsh 7’s rugby team at the Commonwealth Games in Australia, Liz Johnson, a Paralympian, World and European gold medallist swimmer, and Tai Calon’s very own Employment & Skills Team. With the help of the mentors, 14 local young people worked on developing the high performing attitudes of confidence, resilience, determination, focus and motivation. “We are delighted to be in Blaenau Gwent running our flagship programme Get on Track, which will help transform the lives of so many people across the borough. World-class athletes have a set of attitudes and capabilities which has led them to reach the top of their sport. We use them to transform the lives of young people and equip them with the skills needed to lead positive lives.” - Dame Kelly Holmes 9
STAR
Heart of the matter - Tai Calon
‘Star’ stands for ‘Survey of Tenants and Residents’ Each year, Tai Calon arranged for an independent research company to carry out a detailed satisfaction survey. To avoid ‘survey fatigue’ we survey one third of tenants each year so tenants will only need to complete the survey once every three years. We use this feedback to enable us to focus on what is most important to tenants and leaseholders.
Last year, you said the most important areas for us to focus on were:
DEALING WITH ENQUIRIES
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Heart of the matter - Tai Calon
WHAT WE
HAVE DONE Dealing with enquiries We focus on dealing with your enquiries at the first point of contact wherever we can. We have helpful and knowledgeable staff in our Customer Services Team who work hard to deliver a great service.
Listen to your views and act on them We use the annual STAR survey to improve and we report back to you how we are doing. We report progress in the newsletter and to Tenant Quality Forum (TQF)
How we deal with repairs We now offer an appointment for most jobs and we are one of the fastest landlords in Wales in completing repairs. We understand the importance of the repairs service.
SATISFACTION
OVERALL
75% Satisfaction with the service overall Those very satisfied up 7%
61% Satisfaction that we listen to your views And act on them
Those very satisfied up 5%
77% Satisfaction with how we deal with enquiries Those very satisfied up 7%
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Heart of the matter - Tai Calon
SHELTERED
ONLINE
100%
Many of you would be happy to use an online facility if we can provide it
HOUSING
Satisfaction with the service provided with their scheme coordinator
96% 88% 81%
Emergency call centre
Safety and security
Opportunities for social involvement
SERVICES
52%
42%
38%
34%
of you would be happy to report a repair online
to check your rent account
to report antisocial behaviour
to book a visit with us
64%
of you use the internet; mostly through a smart phone
94%
of tenants under the age of 35 would be happy to contact us online
DID YOU KNOW? We want to offer to our tenants digital by choice we are working very hard over the next couple of months to do just that. Remember you will always be able to communicate with us via Telephone or face-to-face.
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Heart of the matter - Tai Calon
REPAIRS
RESULTS
67% Satisfied with repair and maintenance overall
Those very satisfied up 6%
65%
Of those of tenants who had a repair in the past 12 months satisfaction was
82% Those very satisfied up 6%
Overall quality of repair
85%
Being able to make an appointment
93% Satisfaction with attitude of the tradesperson
84%
Speed of completion of repair
85%
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Heart of the matter - Tai Calon
6 TIPS ON SUSTAINABLE LIVING Want to start practicing sustainable living? It is easier than you think. Although there are various ways to live and practice sustainable living, here are a few easy suggestions to get you started.
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01 UNPLUG Most electronic devices keep on drawing electricity even when they’re off. To reduce energy usage, simply pull the plug when not in use. It will help you to save energy and reduce your monthly bill.
STOP
UNWANTED MAIL
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Save natural resources by opting out from billions of unwanted mailings and simplify your life. It helps you to reduce clutter, protect privacy and save environment.
04 DITCH
PLASTIC THIS ISSUE
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Heart of the matter - Tai Calon
BECOME A MEMBER OF A COMMUNITY GARDEN It isn’t just about growing your own food, being a member of a community garden helps to promote sustainable living in your area. Gardens create green spaces and the garden waste can be composted and returned to support a healthy soil. Healthy living promotes sustainability by reducing pollution and the consumption of natural resource.
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LIGHT
By changing the lighting in your home from traditional light bulbs to CFL, using natural light you will reduce your demand on energy resources significantly. Using longer lasting, energy efficient light sources also reduces the amount of waste going into landfills significantly.
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REDUCE,
Plastic never goes away. It takes millions of years for plastic to decompose. It badly affects wildlife as they ingest plastic or get tangled up in it. Its time for all of us to switch to reusable bags when we shop and ditch one-time use plastic water bottles.
You may have noticed this issue does not have staples. This makes it easier for you to recycle!
REUSE & RECYCLE
Reduce your need to buy new products. If there is less waste then there is less to recycle or reuse. Learning to reuse items,or repurpose them for a different use than what they are intended for is essential in waste hierarchy. 15
Heart of the matter - Tai Calon
NEIGHBOURHOOD INSPECTIONS
Come and meet your community housing officer and talk about what is happening in your community. All neighbourhood inspections should last about 2 hours EBBW FAWR
17/03/20
St Georges Court
Outside 10am the flats in Church Street
Southbank 10am garages at 10am then 11am Bryn coch car park
19/03/20
Cefn Glas
Lay by outside Deighton Primary School
10am
19/03/20
Cwm Glas
Lay by on main road
11am
24/03/20
Peacehaven
Outside No 3. 10am Peacehaven
26/03/20
Sirhowy
outside shops in Ysguborwen
10am
February 2020 26/02/20
Beaufort
March 2020 05/03/20
Briery Hill
RTB Club
10am
11/03/20
Gwaunhelyg
Elizabeth way 10am
25/03/20
Lower Rassau
By the TyBryn club
10am
10am
April 2020 14/04/20
Newtown
Community Centre
08/04/20
Upper Hilltop
Hill top shops 10am
21/04/20
Garnlydan
Shops on Queensway
10am
07/04/20
Glyncoed A
Glyncoed Fish shop
10am
14/04/20
Cwm
Cwm Primary School
10am
15/04/20
Glyncoed B
Glyncoed Fish shop
10am
21/04/20
Lower Hilltop
Hill top shops 10am
EBBW FACH February 2020 11/02/20
Brynithel
Community Centre
10am
11/02/20
Arael View
Near Number 43
10am
12/02/20
Troedybryn
Outside Number 1
10am
12/02/20
Ffoesmaen
By the old Ffoesmaen Inn
10am
18/02/20
Westside
Outside Number 1 Zephaniah Way
10am
18/02/20
Coedcae
Community Centre/Scout Hall
10am
19/02/20
Valley View
Behind block 67-73
10am
19/02/20
Swffryd
Community Centre
10am
25/02/20
Gurnos
Entrance to estate
10am
25/02/20
Twyncynghordy
The shop
10am
26/02/20
Brynfarm
Entrance to estate
10am
26/02/20
Winches Town
The Shop
10am
SIRHOWY March 2020
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03/03/20
Waundeg
TARA House
10am
05/03/20
Ashvale
Griffiths Square
10am
10/03/20
Cefn Golau
TARA House Attlee Way
10am
11/03/20
Dukestown
Dukestown Club
10am
12/03/20
St James Way
Main car park 10am near play area
WELCOME STEVEN WETTEN CUSTOMER ENGAGMENT COORDINATOR Please welcome Steven Wetten who has taken up the role of Customer Engagement Coordinator. You may recognise Steve’s face as he has worked for Tai Calon for the last 5 years, starting in Customer services and moving to the Income team and recently working as a Community Housing Officer within the Ebbw Fawr valley. Steve will support the Tenant Quality Forum as well as being out in the community attending Tenant’s and Resident’s association meetings, any community events and trying to speak to as many people as possible. If you see him about please say hello.
IF YOU WOULD LIKE TO FIND OUT THE VARIOUS WAYS TO GET INVOLVED WITH TAI CALON THEN HAVE A CHAT WITH STEVEN. Steven.Wetten@taicalon.org 07584350301
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Heart of the matter - Tai Calon
GETTING THE COMMUNITY READING When we asked staff if they would give up lunch times to help children in the local community, we found lots of people who wanted to give something back. Since the start of term, employees have visited the learning community to help groups of children read books of their choice. The scheme has helped children raise their confidence levels and better understand the things they read. Since September 2019, These skills will help pupils colleagues at Tai Calon have as they enter into their GCSE been donating their time studies in the coming years. and support to an exciting It’s been hugely rewarding to Readability scheme, in see the difference made for the partnership with the Ebbw community. Fawr Learning Community. Readability is in a pilot stage at The scheme is an offshoot of the moment, but we’re hoping to Business Class, a programme extend the scheme for the rest of which saw us deliver employability training to students the academic year and perhaps at the learning community. When beyond. As word has spread, even more staff have volunteered the school mentioned the need to support more children to read time. confidently – our staff jumped at We’re incredibly proud to strengthen our relationship with the chance to help. the learning community, and We know that the ability to read want to say a big thank you to is an important life skill. It can the children for their efforts! make a difference in seeking a job, learning new skills and enjoying personal time.
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Heart of the matter - Tai Calon
It has been a real pleasure working with the fantastic pupils of Ebbw Fawr Learning Community. The youngsters have come on well with their reading and it has been a lovely experience for staff to help them on their way. Chief Executive, Joe Logan who volunteered time to the project
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Heart of the matter - Tai Calon
OUR CUSTOMER COMMITMENT SEE THINGS FROM THE CUSTOMER’S PERSPECTIVE
We will understand you, your needs and if we can’t do exactly what you want, we will explain why and offer alternatives
MAKE YOUR EXPERIENCE AS STRAIGHTFORWARD AS POSSIBLE
We will design our services around simple processes, skilled people and achieving customer satisfaction.
ALWAYS BE HAPPY TO HELP
We will be polite, respectful and professional making sure you get the help you need when you need it.
DO WHAT WE SAY WE WILL DO
We will make sure you know exactly what to expect from us and when we will deliver on our promises.
GET THE COMMUNICATION RIGHT
We will provide a wide range of ways to get in touch, provide direct contact details and not use jargon. We will find out your communication preferences and use them. We will respond quickly and keep you updated.
BE OPEN AND HONEST
We will keep you informed, letting you know if things change and always being honest about why.
BE PREPARED TO SAY SORRY
If we get it wrong, we will always apologise, investigate why it happened and learn from it.
For more info: www.taicalon.org/about/customer-commitment/
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Heart of the matter - Tai Calon
DYSGU Cymraeg (LEARNING WELSH)
Learn Welsh Gwent is a part of Coleg Gwent’s adult learning offer. Tai Calon has been working in partnership with the local college for the last few years, with the aim of developing Welsh language skills within the business. A number of our staff have completed their Mynediad (entry level) courses for Welsh, with some now pursuing the next level of learning. We’re delighted that their efforts have been recognised with a Learn Welsh Gwent award. Coleg Gwent tutor, Anne Shore, was also recognised at the awards for her teaching. She commented that “Tai Calon provides a very
supportive environment for staff to learn Welsh,” adding “the teaching facilities are excellent.” We understand that these skills are an important part of supporting Blaenau Gwent’s Welsh speaking communities. As a business we’re looking forward to learning more skills that strengthen our position as a key institution in the area.
A huge well done to all of our learners on this great achievement!
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Heart of the matter - Tai Calon
HOT STUFF There’s nothing like coming home to a cosy house on a chilly day, but the cost of heating is an environmental issue as well as financial. Take a few simple steps to make your home’s heating more efficient to save resources and cash. Most homes in the UK have gas central heating, meaning they’re kept warm with fossil fuel, but putting less demand on your boiler will reduce your gas consumption. Turning down your thermostat by a few degrees will help (pop a sweater on if you’re feeling chilly), as will using the valves on your radiators to set them to the right temperature for the room- and you can turn them off completely in rooms that aren’t in use. Make sure you allow our gas engineers access to service your gas boiler. -Set radiator valve -Block any draughts -Use thick curtains -Keep the door closed
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KEEP THE HEAT IN There are small changes you can make today to make every room as well insulated as possible. Bear in mind that ventilation is important too, so on warmer winter days leave internal doors open, and get plenty of fresh air in through the windows in the summer.
Heart of the matter - Tai Calon
SPRINGTIME FRONT COVER COMPETITION
Are you a budding artist? We’re celebrating springtime by giving you the opportunity to create our next newsletter cover. See below for more information on how to apply for this exciting competition! Competition Guidelines:
THERE ARE 2 SIMPLE WAYS TO SEND YOUR WORK TO US: 1. Post to - Communications team, Tai Calon Community Housing, Solis One, Rising Sun Industrial Estate, Blaina, Blaenau Gwent, NP13 3JW or 2. Take a photo or Scan in your work and email it to press@taicalon.org with the Subject line ‘Springtime competition’ Remembering to give us your contact details and permission to use your artwork Full Name:
Your cover must be linked to the theme of ‘springtime’ Use the template provided on the back of the newsletter We will name an overall winner and runners up Be bold! Let us see your unique style! Use paints, pens, paper and crafts anything you like! Entries must reach us 6th February
Address:
Inc. Postcode
If I am the lucky winner or a runner up! I give permission for my artwork to be used as the Spring Newsletter cover and/or To be posted on the Tai Calon website and social media platforms.
Yes please!
No thanks!
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