OUR NEWS / YOUR VIEWS // SPRING 2019
In this issue:
CUSTOMER PROMISE At Trent & Dove customer care involves putting customers first and respecting their rights, needs and views. Find out more on Page 6
Places of Welcome - Page 3 Do you know what to do if there’s a flood? - Page 5 Child Safety - Page 8 Dementia Awareness - Page 9
Streetwise Spring 2019
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Streetwise Spring 2019
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WELCOME TO YOUR SPRING EDITION OF STREETWISE. Hello Everyone, This is now our third digital version, how are you finding it? Don’t forget that you can pick up a copy of Streetwise at the following locations: Trent & Dove, Burton on Trent, DE14 1BL Trent & Dove, Uttoxeter, ST14 8AG Chestnut Grange, Burton, DE14 3HL Dove & Meadow Court, Horninglow, DE13 0QR • Elizabeth Court, Winshill, DE15 0EG • Short Street Community Café, Stapenhill, DE15 9LT • Wishes for Winshill Community Café, Winshill, DE15 0BY • • • •
In this issue we have some really exciting reads including our updated Customer Promise, interviews with our newest apprentice’s and a tasty spring biscuit recipe!
We want to hear what is going on in your communities or if you have any other news that you would like to share with us, please contact the Communications Team on 01283 528 693 or communications@ trentanddove.org We want to thank those at Trent & Dove who have supplied us with their stories for the edition. As always, we welcome your feedback and really hope you enjoy the read. Best wishes,
Sarah & Laura
Communications Team
We’d love to keep in touch with you. Like to be the person who is “in the know”? Tell us your email and we can keep you up-to-date with matters regarding your tenancy, services we provide and this newsletter. Send an email saying “hi” to communications@ trentanddove.org
We’d love to hear from you! Please be assured that the details you supply will be kept in accordance with our privacy policy. For more information please turn to page 10.
CONTACT US
01283 528 528 communications@trentanddove.org @trentanddove @TaDHousing
PLACES OF WELCOME We are delighted to report that the Wishes for Winshill Community Café has been selected as a destination for Places of Welcome. Places of Welcome is a growing network of hospitality, run by local community groups who want to make sure that everyone in their area has a place to go for a friendly face, a cup of tea and a conversation. It is a network of small community organisations, including faith communities, who offer unconditional welcome to local people for at least a few hours a week. Originally developed in Birmingham and now growing across the country, Places of Welcome responds to the challenge to make cities, towns, villages and neighbourhoods more welcoming. There are five guiding principles in which Wishes for Winshill agreed to uphold at the venue.
PLACE A hospitable and accessible building, open at the same time every week.
PEOPLE Open to everyone regardless of their circumstances or situation, and staffed by volunteers, a group of people who are committed to making it happen. PRESENCE A place where people actively listen to one another. PROVISION Free refreshments (at least a cup of tea and a biscuit) are on offer along with basic local information.
PARTICIPATION Recognition that every person coming to a Place of Welcome will bring talents, experiences and skills that they might be willing to share locally. Wishes for Winshill is one of five Places of Welcome in Burton and they hosted their first meet and greet on Thursday 7th March. The Places of Welcome gathering at Wishes for Winshill is open to anyone, every Thursday from 9am – 11am.
If you would like to find out more information please call our Community Engagement Team on 01283 528 652.
Streetwise Spring 2019
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£20K RAISED FOR CHARITY
Streetwise Spring 2019
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DO YOU KNOW WHAT TO DO IF THERE’S A FLOOD?
Check Your Risk
Visit www. flood-warning-information.service.gov. uk/long-term-flood-risk If you are at risk, you can receive alerts/warnings by phone, email or text message. Sign up now www.gov.uk/sign-up-for-flood-warnings
HOW TO PREPARE • Put together an emergency flood kit bag, containing essentials eg medicines, insurance documents etc in case you need to evacuate. • Check you have the right insurance. National Flood Forum can offer support on this: 01299 403 055 • Know how to turn off gas, electricity and water • Keep a list of useful phone numbers • For further advice visit:
www.staffordshireprepared.gov.uk
Kind-hearted employees and partners of Trent & Dove have raised almost £20k for a variety of charities. Colleagues have partaken in monthly dress down days, charity quiz nights and internal events such as a Royal Tea Party for Prince Harry and Meghan Markle’s wedding. At Christmas, colleagues were also invited to bake their socks off to be crowned the “Mary Berry” of Trent & Dove. Over the years, they have supported more than 15 charities such as the Alzheimer’s Society, Canine Partners, Help for Heroes and many more. Employees also took part in bake sales and dress downs for national charity days such as: Children in Need, Wear it Pink and Jeans for Genes. Each year, we choose one or two nominated charities in which to donate the money to and last year, we raised a total of £1,170 for Shine Bright Foundation and UNICEF UK. The charities both received £585.00 each. In addition to raising vital funds for the charities employees regularly “Donate a Day” where they actively swap a day at the office for volunteering in the local community. Colleagues get their hands
dirty by gardening, tidying communal areas and general maintenance for community projects such as The Kingfisher Project, to name just a few.
Ursula Bennion, Chief Executive of Trent & Dove said “To raise such vital funds for all our nominated charities represents a fantastic effort from everyone involved. “Our colleagues not only show how committed they are in transforming the homes, lives and neighbourhoods of our customers, they also show that they are willing to go that extra mile to support other organisations that are making a difference too.” The chosen charity for 2019 is the Burton MS Society, a charity that is close to one of our employee’s hearts, who recently received the devastating news that their husband had developed the condition.
In 2019 the Burton upon Trent MS Group are celebrating their 50th Anniversary and have said that they are honoured to have been chosen as one of Trent & Dove’s charities for the year. Multiple Sclerosis (MS) is a condition that affects the brain and spinal cord. Being diagnosed with MS is overwhelming, frightening and distressing. People that have previously gone about their normal lives, working hard and enjoying life suddenly become disabled and are no longer capable of doing sometimes simple, everyday tasks. The Burton upon Trent MS Group supports anyone who is directly affected by MS and lives in Burton and the surrounding area.
If you would like to find out more about the charity or make a donation please call 07769114912 or visit www.mssociety.org.uk/ care-and-support/localsupport/local-groups/ burton-on-trent-group
In Burton 11,691 properties are assessed as at flood risk, however the sign up rate to the Flood Warning Service is very low.
PREPARE / ACT / SURVIVE
HELLO FROM EMMA, OUR NEW CUSTOMER INSIGHT OFFICER Hi Everyone! My name’s Emma and I’m your new Customer Insight Officer. My role is to gather your views on your recent experiences with us. I want to understand whether you were satisfied with the service you received - and if you weren’t, what we can learn in order to improve. I want to ensure that you, our customers, are receiving an excellent service and that your views and suggestions are listened to. In order to help me do this, I will be using a range of surveys from a general overview to more detailed questions around certain parts of the business.
So over the coming months I will be contacting many of you that have recently received a service, whether that is anything from a repair, a call to customer services or if you have just moved in to one of our properties. These surveys are your chance to tell us what you think we can improve on, even if you were satisfied with the service you received at the time – you might have a great idea you think we should consider!
I am really looking forward to getting to know you all better and thought you might like to know a little bit about me. I’ve been with Trent & Dove for just over a month now and I have lived in Burton for the majority of my life, so know the town and its residents very well. I enjoy playing hockey and running - so if you see me huffing and puffing on the Trent Bridge give me a wave! I am also partial to watching films whilst eating a bar of chocolate or a piece of cake.
CUSTOMER SERVICES 01283 528 528 enquiries@trentanddove.org
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Streetwise Spring 2019
Support when you need it
We understand that sometimes things can be tough, whether you are young or old, have a family or live by yourself. Our housing officers are trained to support you and can help you access tenancy advice, training opportunities and information on gaining employment.
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We will help you create a neighbourhood where you will be happy to live and work Clean and vibrant communities that you are happy to call your home.
A home that is safe and secure Your home will be maintained to a good standard of repair, with “right first time” repairs wherever possible.
Customer Promise
Transforming homes, lives & neighbourhoods.
Delivering an outstanding service to you is our priority. This is why we have renewed our customer promise to you. It clearly sets out what you can expect when living in a Trent & Dove home. To read our customer promise in full please visit our website: www.trentanddove.org
This Means: Finding out what you, our customers, want and need
Trent & Dove | Customer Promise | Page 1
“At Trent & Dove customer care involves putting customers first and respecting their rights, needs and views.”Rachel Chudley, Assistant Director, Neighbourhoods.
Delivering services which meet your requirements and expectations Asking you about your views on our services and considering these when carrying out operations Providing you with a number of opportunities to get involved in our day to day decision-making process.
Our Promise to you: Our promise means a lot more than just providing you with a home.
It’s what we do to provide you with services and support you deserve when you promise to pay your rent on time, be a good neighbour and do your bit to look after your home and the neighbourhood you live in. We will help you prepare for your tenancy with us and support you to maintain it We will work with you to help you understand what your responsibilities are in your Tenancy Agreement so that you can fulfil your side of ‘The Promise’.
Opportunities for you to express your views
We will make sure that there are lots of different ways you can communicate with us and share your views, whether it be talking to us in person, messaging us through our website or via social media, to joining one of our customer panels. Whichever method you choose, we would love to hear from you.
Your promise to us: Pay your rent
In full and on time. Should anything change or you are struggling with your rent, you will let us know as soon as possible so we can do what we can to help you out or prevent you going into debt.
Care for your home
Keep your home clean and tidy and your garden well cared for. This helps to keep your community a pleasant and positive place to be.
Be a good neighbour
Make an effort to get on with your neighbours and get involved in your local community. Being proud of where you live and supporting each other helps make communities happier and healthier. You may even make some new friends along the way!
Help when things go wrong
Sometimes things can go wrong, and we’re here to help you every step of the way. You can be assured that any problems reported to us will be taken seriously and investigated by our staff swiftly and sensitively.
Caring staff
Our staff are good listeners, always supportive, there when you need them and easy to contact.
Let us in
Just like any landlord, from time to time we will need access to your property in order to carry out repairs or essential maintenance to make sure your home remains a safe and legal place for you to live. Please let us in when we call round, or let us know in advance if you’re not going to be home – this stops us making a wasted journey and means we can spend the time visiting other customers who need our help. In return we will make sure your home is left clean and tidy and we will fully explain all the work we have done and why we have done it.
Let us know
Please talk to us when, and if, you need our help and support. We understand circumstances can change and things can go wrong. Just let us know and we will do what we can to help you get through hard times with a friendly ear and a helping hand.
Ensure your home is ready to be re-let
At the end of your tenancy, you will remove all of your belongings, dispose of any rubbish and return the decoration of the property to a neutral colour.
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CHILD SAFETY THE DANGERS OF BUTTON CELL BATTERIES
Streetwise Spring 2019
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DEMENTIA AWARENESS A resident from our Independent Living Scheme, Elizabeth Court, has helped with her mental health by knitting dementia twiddle-muffs for Burton Queen’s Hospital. The resident started knitting a few years ago at the scheme’s knit and natter group and has knitted over 50 muffs so far.
Twiddle-muffs are knitted muffs with items attached to keep dementia patients’ hands active and busy.
NEW BATHROOM DELIGHT We received news from a very happy customer recently who was delighted with her new Bathroom. Mrs Cooper from Burton, had her bathroom upgraded as part of our 2018/2019 maintenance programme and Mr Cooper, who is a former decorator, complemented the upgrade with some brand new wallpaper and pictured tiles. Mrs Cooper said: “It’s made a real difference; I now enjoy spending time in my bathroom!”
Did you know that we have a maintenance programme at Trent & Dove?
As part of the programme, we recently undertook condition surveys in 50% of our properties and would like to thank those of you for allowing us to enter your homes. Further information on the survey will be published in the next edition of Streetwise.
A twiddle-muff provides a wonderful source of visual, tactile and sensory stimulation, and keeps hands snug and warm at the same time.
What are the dangers?
Although a child may not choke, if undetected the batteries can do serious damage if swallowed. When combined with saliva, the electrical current from the battery produces caustic soda that burns through the throat or stomach and can cause severe damage to tissues and internal organs. The button battery experiment simulates what can happen by placing a battery on a slice of ham. Within a short time the ham begins to blacken as the battery reacts and causes burns.
How many cases have there been?
It is unclear how many cases there have been in the UK, but according to the National Capitol Poison Centre in the USA, there are around 3,500 incidents reported every year where swallowed batteries require urgent treatment. The Queensland Injury Surveillance Unit in Australia also estimates that four children a week are admitted to hospital after swallowing batteries.
How can I protect my child? KEEP OUT OF REACH
• Make sure that toys and other small electronic devices, have lockable battery compartments. • Be extra vigilant with items including musical greeting cards, flameless candles and remote controls as they do not have lockable compartments. Children should not have access to these products if the battery compartment is not secure. • Ensure that spare batteries are locked away, and used batteries are disposed of correctly.
What should I do if my child swallows a button cell battery? TAKE THEM TO HOSPITAL
• If a child swallows a button battery or gets one stuck in their nose or ear, take them straight to the nearest A&E department as soon as possible. • Don’t “wait and see” - you don’t have the luxury of time being on your side – in fact, time is very much against you. • Don’t be afraid to call an ambulance – it could save their life. Dial 999, not 111.
NIL BY MOUTH
• Do not let them eat or drink anything and do not try to make them sick.
SHARE THIS MESSAGE Tell your friends and family about the dangers of button cell batteries so people know what to do if the worst does happen. To find out more please visit www.rospa.com
DEMENTIA ACTION Did you know that Dementia Action Week is 20th – 26th May? Almost all of us know someone affected by dementia. But too many people living with dementia report feeling cut off from their community, losing their friendships and facing dementia alone. Having dementia shouldn’t mean an isolated life and it doesn’t have to. Simple actions can create supportive communities - where people living with the condition can continue to socialise with others, hop on the bus, go to their favourite shops or take part in local activities for as long as possible.
We all have a role to play in making the UK a dementiafriendly place to live and that’s what Dementia Action Week is all about.
To raise awareness for Dementia Action Week, we will be hosting an information day at our office in Burton upon Trent on Friday 24th May. Everyone is invited to experience the Virtual Dementia Tour which is medically and scientifically proven to be the closest that can be given to a person with a healthy brain an experience of what dementia might be like. By
understanding dementia from the person’s point of view it can change practice, reduce issues and improve their lives.
More information on the day will be advertised on our website and social media pages soon, so please keep an eye out!
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National Apprenticeship Week 2019 In early March it was National Apprenticeship Week and we caught up with Joe Clarke and Olivia Faulkner who started their apprenticeships with us in January. Joe’s apprenticeship is unique as late last year it was the first time that it became available.
Streetwise Spring 2019 I also wanted to further my knowledge - gaining both work and training experience along the way.
What was the process like when applying for your apprenticeship?
It was very good. It was a well set out structure. I applied through the Government website. I was actively looking for an apprenticeship on the site and came across this one that looked interesting. It was also something that I had touched upon in my previous job.
Our Privacy Notice describes our approach to data protection and explains how we collect, use and protect the personal data you provide us with. It also tells you what to expect us to do with your personal information when you make contact with us or use one of our services. We’ve split our notice in to sections, so, if you wish, you can easily select the reason we process your personal information and see what we do with it. • • • • • • • • •
How we collect and process personal data Who the personal data relates to How we use personal data Why we are processing your information Your rights and accessing your information How long we keep personal data Who we share personal data with Protecting your information Our contact details if you have a query or a complaint
Where can you find our Privacy Notice? Our Privacy Notice can be found on our website: www.trentanddove.org/privacy-notice It is important to us that it is easy access to our Privacy Notice and appreciate that our customers may wish to access our privacy notice in another way.
We’d be more than happy to:
• Speak to you face to face or over the phone • Send you a leaflet • Arrange for the information to be given to you in a different format such as large print or in a different language • Email you If you have any questions about our privacy notice please do get in contact.
CONTACT US
01283 528 528 communications@trentanddove.org @trentanddove @TaDHousing
What is the most challenging part of your job?
The structure of my learning - I have training to do and also work that I need to do to help the Health & Safety team. It is hard to get the correct balance of learning the information and working systems.
What’s a typical day like?
A typical day for me is firstly checking through my emails and going through the near miss folders in case there has been a near miss that I can act upon. I go out to development sites and independent living schemes to carry out site inspections with the Health & Safety Advisor. I also assist the Health & Safety team with any administrative duties as and when required.
Tell us a little about you…
My name is Joe and I am 19 years old. I studied A-Levels in History, P.E and Business & Economics. I previously worked for a North Wales based electrical company called LME (Lloyd Morris Electrical) I was employed as an Electrical Trainee.
What is your apprenticeship in?
I am a SHE technician apprentice which stands for Safety, Health & Environmental -it covers a variety of different aspects of Health & Safety.
Why did you choose an apprenticeship?
I chose an apprenticeship because I was tired of travelling everyday in my old job and wanted to challenge myself in a different working environment.
How long is your apprenticeship for?
18 months, however I would like to achieve it in 14 months!
What advice would you give to someone who is thinking about starting an apprenticeship?
It is a really good alternative to going to University and gives you the chance to progress within a good company. Furthermore, you can still get the same qualifications as going to University; however you are earning a wage at the same time.
What made you choose this particular apprenticeship?
The ethos of Trent & Dove and because it dips into every aspect of the business. Also every day is not the same.
What do you like most about your apprenticeship so far?
The variety of being in the office and on site is a good mixture as you can see the theories and regulations that you are learning are applied in the working environment. The people I work with are also really friendly.
Do you enjoy being an apprentice?
14 months, I can complete it in 12 months if I would like to but it can’t be less then a year.
Interview with Olivia Faulkner What’s a typical day like?
General office work including: scanning certificates saving them into spreadsheets, updating spreadsheets, photocopying and general administration duties. It’s a level 2 diploma and I go to college once a week. I have around 14 assignments to do for the whole apprenticeship. I am there all day on a Tuesday so I manage to get a lot of work done then. If I have any spare time during my working day, then my manager allows me to get some work done then too.
Tell us a little about you… Interview with Joe Clarke
Definitely, if I have any questions Vicki (Line Manager) is always there if I need her.
How long is your apprenticeship for?
Yes, I get a lot of support from the Health & Safety team and my direct manager who is the head of Health & Safety.
DO YOU ENJOY BEING AN APPRENTICE?
Do you get much support from Trent & Dove?
Yes it’s brilliant, I’m really enjoying it.
Do you get much support from Trent & Dove?
Yes, having both experience in the work place and money at the same time is really useful. Also the progression opportunities are great for me to become further qualified.
PRIVACY NOTICE
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I’m Olivia, I’m 18. At John Port School I studied German, History, Spanish and Music. I go to the gym, swim… I’m very sporty! I also like to hang out with my friends.
What is your apprenticeship in? Business Administration
Why did you choose an apprenticeship?
I went to sixth form for a year and it wasn’t really for me. I didn’t enjoy it as much as I should have done. So I thought I would look into an apprenticeship where you are gaining skills and knowledge but you’re also in a working environment and earning money alongside it.
What was the process like when applying for your apprenticeship?
I filled in an application form and then Trent & Dove contacted me to come in for an interview. I then had the interview and they called me 2 days later to say that I got the job. I found the apprenticeship on the Government website after I did a search.
What advice would you give to someone who is thinking about starting an apprenticeship? Just give it a go if you think that’s something you want to do then do it. You’re still getting qualifications and getting used to working in a working environment. What made you choose this particular apprenticeship?
I’ve always wanted to go into Business so I thought this might be a good starting point to go in any direction.
What do you like most about your apprenticeship so far?
I love meeting new people. The team I work with are great and I fit in with them really well.
If there is anything you could improve about your role, what would it be and why?
It is too early to say at the moment. I am happy with what I am doing. I’ve always wanted to do HR but it has changed since I’ve been working here as I’ve seen more opportunities. There is also the opportunity for me to go on to Level 3 of my apprenticeship if I wanted to carry on. I didn’t know what to expect when I first started my apprenticeship, I have been pleasantly surprised.
WORK FOR US To view our current apprenticeships and careers here at Trent & Dove please visit our website: www.trentanddove. org/work-for-us
SPRING BISCUITS INGREDIENTS For the dough 200g/8oz softened butter or dairy free alternative 150g/6oz caster sugar 2 large free-range egg yolks 400g/14oz plain flour, plus extra for flouring 1 level tsp mixed spice 1 level tsp ground cinnamon 2-4 tbsp milk or dairy free alternative For the decorations Tubes of icing and sprinkles of your choosing
METHOD
Preheat the oven to 180C/350F/Gas 4. Measure the butter and sugar into a bowl and beat together until light and fluffy. Beat in the egg yolks. Sieve in the flour and spices and add enough milk to give a fairly soft dough.
Bring together, using your hands, to make a soft dough. Knead the biscuit dough mixture lightly on a lightly floured work surface. Roll out to a thickness of 5mm/¼in. Cut out biscuits using an assortment of shaped cutters Lightly grease two baking trays lined with baking parchment. Place the biscuit shapes on the prepared baking trays and bake in the preheated oven for 10-15 minutes. Remove from the oven and lift on to a wire rack to cool. Once cool decorate as much or as little as you choose. Eat and enjoy!
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APRIL SHOWERS
DAFFODIL
RAINBOW
BLOSSOM
EASTER BUNNY
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MOTHER’S DAY
CHOCOLATE EGG
NESTS
WORD SEARCH Spring is in the air, why not settle down with a nice cuppa and have a go at our word search. One word has been left out, can you tell us which one it is? Two lucky people selected at random will win themselves a £10 Love2shop voucher. Send your answer, along with your name and contact details to:
Communications Team Trent & Dove Housing Trinity Square, Horninglow Street Burton upon Trent, DE14 1BL 01283 528 573 communications@trentanddove.org @trentanddove @TaDHousing
Closing date: 31st May 2019
