Together with Thirteen

Together with

Cover story

I didn’t know where to turn... then Thirteen stepped in to help New homes for Grove Hill Making life easier with My Thirteen Gas safety: get ready for winter Win a £50 shopping voucher!

Issue 3

What’s inside?

Page

Welcome from Val

2

Helping prevent homelessness in Sunderland

3

Touchpoints: more ways to access your services

Welcome from Val

4-5

Competition time: win a £50 shopping voucher!

6

Rec’s story

7

Welcome to the third issue of our customer magazine, Together.

8-9

I hope this finds you well as we continue to stay safe and work to help reduce the spread of COVID-19. Thirteen has worked really hard over the last few months to carry on supporting customers, while working very differently and closely following government advice.

Adapting to help people in our communities Development special:

Bye bye old buildings, hello new homes 10 We’ll meet again…

11

New homes for Grove Hill

12

News from Thirteen Homes

13

Are you getting the best energy deal?

14

You can see what a difference that’s made by reading Rec’s heart-warming story after the Universal Credit team stepped in to help him, and find out more about some of the people that have found work thanks to the employability service.

Helping you stay independent at home 14 Fly-tipping: new investigators on the block

15

You’ve got to be in to win!

16

Gas servicing – get ready for winter

17

Employability – helping people into work even during a pandemic

18

Support your local business

19

You can also find out how things like the opening of the permanent Stockton store and helping customers move into their new homes have been done in a very carefully planned and safe way.

And of course, there are some great prizes up for grabs too!

Supporting you through a difficult time 19

Enjoy.

You never know what’s going on behind closed doors

Val Scollen Chair of the Customer Engagement Framework

20

Please remember to recycle the wrapper this magazine arrived in with your other household plastics.

2

Helping prevent homelessness in Sunderland Sunderland Move On is the hope-inspiring name for a new service that is set to totally change the lives of people who are homeless, or at risk of becoming homeless, in the city.

Thirteen is working closely with Sunderland City Council to refer people to the service. Five of the flats are already occupied, with finishing touches being applied to the remaining nine.

Launched by Thirteen with funding from Homes England, it promises a safe place to stay for up to six months and on-site support to find a permanent home. It’s an ambitious scheme with no less than 14 modern, semi-furnished, onebedroom flats.

Thirteen has a successful track record in homelessness prevention. In the Tees Valley the Key Step scheme works to improve the lives of people aged 18-34 at risk of homelessness, either through finding them a home or a job, or building resilience and independence.

People moving in to Move On will receive on-site support with budgeting, maximising benefits, tenancy management and developing skills to live independently. They’ll also get access to training and education, as well as mental wellbeing management. So it really can turn lives around.

“Introducing our Sunderland Move On service is a really positive step for us in expanding the vital support we offer to people who are homeless or at risk of becoming homeless,” says Karen Kenmare, senior housing related support manager for Thirteen. “It’s so important they can get access to the support they need.

Andy*, who’s been staying at the scheme, said: “If Thirteen hadn’t given me a chance I would’ve been street homeless and ended up back in prison. Thirteen has changed my life in so many ways. I honestly don’t know where I would be without the support I’ve been given. I now feel like I have the chance for a more positive future.”

“The successful launch is a credit to the team, who have all worked really hard to put the tools and support in place so that residents can make positive changes to their lives and reach their full potential.” *Name changed

3

Touchpoints: more ways to access your services A touchpoint is created every time you, as a customer, interact with Thirteen, our products or our services. This could be writing us a letter, email or text, speaking to one of our team over the phone, visiting our website or seeing us face-to-face. Whichever touchpoint you prefer to use, for whatever reason, our Touchpoints programme means we are here for you and we now have even more ways for you to access Thirteen wherever, whenever and for whatever you need.

My Thirteen making life easier We’re excited to announce the launch of My Thirteen! A new online experience created just for you that offers a convenient way to manage your home all in one place.

We’re launching the next phase of My Thirteen very soon. If you’re looking for a new home, this includes a new way to search for a new property and time saving features such as electronic signatures and sign ups. You could be in your new home in no time!

With My Thirteen you can: • Pay your rent • Book a repair • Update your account details • And much more!

Keep an eye on our website for more updates!

Simply visit www.mythirteen.co.uk and call us on 0300 111 1000 to activate, and enjoy peace of mind that you can manage your account wherever and whenever you want 24 hours a day, 365 days a year.

4

Our super Stockton store is here to welcome you!

Hot on the heels of our popular pop-up store in Wellington Square, we’re thrilled to have opened our purpose designed, permanent store in a prime position on Stockton High Street to safely welcome customers.

Visitors to the store can be reassured to know that we take protecting them and our colleagues very seriously. The raft of safety measures include: • Limiting the number of visitors we have in store. This means we may have to limit the number of household members, including children, visiting the store at any one time.

Our friendly hosts are on-hand to advise larger households upon entry.

• Anti-bac stations • The wearing face coverings in line with government guidance for retail outlets • A queuing system outside the store with clear social distancing markers • Directional signage in-store on the floor and on large media screens • Separate entry and exit points, with a one way system inside • Having a full-time cleaner on site to keep all areas clean • Meetings with members of the organisation’s employability team, to help people into jobs and training, by appointment only For more details, give us a call on 0300 111 1000.

“Our pop-up was a huge success and showed that lots of people still really value face-to-face contact.” said David Ripley, executive director for customer services at Thirteen. “The feedback we’ve had from customers visiting the vibrant new store so far has been fantastic.

“We’re confident that we’ll keep delivering a great experience for customers from our permanent home, while showing that we’re looking after everyone’s safety and wellbeing during these testing times.”

Why not come along and find out more about Thirteen’s services, manage your tenancy and pay rent, report a repair, access your My Thirteen account or get information about our homes for rent and sale?

You’ll find us at 145 Stockton High Street, next to ‘the hub’ (cycling and walking centre) and we’re currently open from 9am to 5pm, Monday to Friday.

5

Competition time: Win a £50 shopping voucher!

If you’ve read our touchpoints feature on pages 4 and 5 you’ll be ready for this fun competition!

All-but-one of the words listed below are hidden in this wordsearch, but can you find out which one’s missing?

My Thirteen

All of them are connected to the different ways you can get in touch with us at Thirteen.

Words may be forwards, backwards, upwards, downwards or even diagonal! They may overlap too.

S

Y

T

O

Y

Y

L

D

N

E

I

R

F

T

I

W

Q

C

G

W

W

Q

S

D

X

E

K

V

I

H

Visit

H

Z

E

W

X

S

V

B

T

M

E

U

I

S

Y

Customer Service

N

X

D

A

N

J

Q

A

U

O

G

U

C

I

K

F

S

K

D

N

B

A

Y

N

A

R

T

Y

V

S

E

C

F

A

C

E

B

O

O

K

F

E

W

E

L

Letter

W

J

M

B

E

A

G

Z

Q

Z

S

L

N

J

J

Telephone

E

O

W

M

Y

T

H

I

R

T

E

E

N

G

V

Online

M

N

Y

X

H

Z

K

O

S

U

P

P

O

R

T

A

M

I

V

L

A

Z

O

L

B

Q

H

X

S

A

I

V

M

L

B

E

H

X

Y

M

B

O

C

B

N

L

F

H

L

N

G

T

U

O

K

H

N

A

F

S

U

V

N

R

B

O

R

T

J

U

V

E

Z

R

T

E

C

I

V

R

E

S

R

E

M

O

T

S

U

C

Q

F

O

I

X

I

J

R

N

R

I

Q

I

U

S

Friendly Hosts

Support Touchpoints Email

Facebook Store

To enter, all you have to do is solve the wordsearch and tell us which word is missing from the grid. You can then either email us at communications@thirteengroup.co.uk with the answer, cut out the puzzle and contact info and take it to our Stockton store or post it to: Together magazine, Thirteen, 2 Hudson Quay, Windward Way, Middlesbrough, TS2 1QG.

Entries close on Friday 27 November 2020. One winner with the correct answer will be chosen in a random draw and notified within 28 days of the closing date.

The missing word is:___________________________________

Name:_ __________________________________________________________________________________________________________________________ Address: _______________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________ Email address or mobile number:_____________________________________________________________________________________

6

Cover story: I didn’t know where to turn…then Thirteen stepped in to help Like many people across the country, Rec Kuol found his world turned upside down at the start of lockdown.

Rec’s caseworker got in touch with the DWP’s Universal Credit department straight away, worked through the application and sorted out his claim, even managing to have the claim backdated.

Rec is a self-employed taxi driver, so found he wasn’t eligible for the government’s furlough scheme, and was advised to apply for Universal Credit.

“I was overwhelmed when I found that they’d been able to get my claim backdated so that I got a lump sum with my first payment. It was such a relief and made a massive difference. I can’t thank everyone enough for their hard work – they didn’t give up!”

“I have a family to support, so this was a really worrying time for all of us as the work just ground to a halt” said Rec. “With the Universal Credit system, you have to apply online. This is something I’ve never ever had to do before. I found the application form a bit confusing. I made some mistakes when I filled it in, which meant my claim wasn’t processed straight away.”

In the first three months of lockdown, our Universal Credit team supported over 1,200 customers with Universal Credit claims - more than double the normal demand.

Rec contacted Thirteen’s Universal Credit team to see if they could offer any advice. “I didn’t know where to turn, and was so relieved when a caseworker from the team stepped in to help.”

The government’s furlough scheme is due to come to an end in October. If you think you’ll need to claim Universal Credit and you’re not sure where to start, or would like some support, give the team a call on 0300 111 1000.

7

Adapting to help people Since the lockdown started, Thirteen has helped hundreds of individuals and families in urgent need of housing to move into their new homes and made thousands of calls to check that customers were OK. Homes for those in need The lockdown halted the lettings process for most new homes. That didn’t stop us providing housing for those in greatest need though, including people who were homeless, facing difficulties in their current home or needed to move for health reasons. Colleagues found a range of new ways to help customers make the move, while working hard to keep people safe.

Using technology for home moves

Kay Glew, director of neighbourhoods at Thirteen, said: “It’s important for us to support people in our communities as much as we can. I’m proud to say that we carried on helping some of the most vulnerable people in the area to find safe and comfortable homes throughout the lockdown.”

Usually signing up to a new tenancy involves face-to-face meetings, normally at the property.

But to help them move into their new homes during the lockdown period, colleagues have been using new technology to meet them whilst keeping safe.

The online systems we use allows colleagues to share documents and information on-screen with customers and highlight what’s important whilst talking with them.

For the best experience and service, home lettings appointments are usually carried out face-to-face. During lockdown, we were able to offer online meetings and socially distanced home viewings to keep customers, colleagues and communities safe.

It’s been of vital help with the home move process. In a survey carried out with customers moving into homes in Stobhill near Morpeth, 100% said that they were either satisfied or very satisfied with the new process.

Kay continued: “We needed to work differently and came up with new ways to rent our homes to reduce the risks from the virus. It’s a true credit to colleagues across Thirteen that hundreds of individuals and families in the greatest housing need are now safer in their new homes today than they were before lockdown started.”

One customer said: “Mr Murray [his dedicated neighbourhood co-ordinator] was very kind, helpful and also professional. He explained everything very clearly. Overall, very satisfied.”

We’ve now started letting homes again to anyone looking for a place to live. You can view properties and speak to us about your requirements by visiting www.thirteengroupco.uk/findahome or by calling 0300 111 1000.

8

in our communities Help and reassurance through the lockdown experience Since restrictions started, we’ve spoken to over 11,000 customers offering advice to help them tackle any resulting issues, checking how customers were coping at home and whether they had everything they needed to keep safe and well.

Around 60 colleagues from across Thirteen have been making 400 calls a day to customers to tell them about the range of services from local councils, other organisations and from Thirteen itself, such as money advice and help with jobs and training.

Chris Marshall, senior project leader at Thirteen, said: “We wanted to speak to customers to make sure they knew about the help available. It’s important to offer that little extra service at such a difficult time and we spoke to a lot of people who really appreciated a friendly voice and reassurance at the end of a phone line.

Colleagues here to help Remember, every customer has access to a dedicated Thirteen colleague to help them with anything to do with where they live.

Customers in most Thirteen rented properties can call on their own neighbourhood coordinator for support and advice - from home repairs to money advice, from looking for a new home to problems with anti-social behaviour.

“We spoke to one lady who’d previously been on a zero-hours contract and was really struggling for money. She didn’t realise that she could claim Universal Credit so we helped her to apply for that. Another customer was worried about how he’d get his regular medication, so we put him in touch with the council who gave him the vital support he needed.

Customers in supported, sheltered, extra care or specialist homes have access to similar help from their own dedicated colleagues.

One of the really helpful services that coordinators can give is free and confidential advice if they’re struggling with money, in debt, trying to manage finances or wondering what benefits they might be eligible for, such as Universal Credit.

“As well as the phone conversations, we sent thousands of text messages to customers to check they were OK. We’re continuing with the callouts and we hope to reach all customers by the autumn.”

If you’re worried about your finances, just contact us and we’ll talk you through the options.

To find out more details about your dedicated co-ordinator, visit www.thirteengroup.co.uk/FindOutAbout, email customerservices@thirteengroup.co.uk or call 0300 111 1000.

If you’re still facing any problems as a result of the virus outbreak, have a look at our website for details of help available in your area: www.thirteengroup.co.uk/covid19 9

l a i c e p s t n e m p o l e D ev Bye bye old buildings, hello beautiful new homes!

Derelict buildings in Stockton have been replaced by 34 outstanding new homes - to delight not only the new tenants but everyone using the town centre.

“The much-needed homes have proven to be extremely popular and we are confident that they will bring happiness to our new customers. They have made an important contribution to meeting the housing needs within the borough and will contribute to the creation of a positive housing legacy for years to come.”

The former resource centre and disused garage had been empty for several years and Thirteen has delivered the new homes in partnership with Stockton-on-Tees Borough Council and Esh Construction, supported by funding from Homes England as part of a project to produce modern housing.

“The site has been completely transformed by these high quality, modern homes which are a welcome addition to the community,” said Councillor Nigel Cooke, Stockton-onTees Borough Council’s Cabinet Member for Regeneration and Housing. “This is another piece in the jigsaw as we fight back with our town centres, which are so much more than just being about big shops anymore.”

The development of 20 two-bedroom apartments, 10 two-bedroom houses and 4 two-bedroom bungalows will delight the eye of all who pass by. All for affordable rent, the new homes are in walking distance of the town centre and the train station.

“The regeneration project has been incredible for the area, bringing investment and jobs to the town during construction,” said Ian Wardle, chief executive at Thirteen. “The new site not only complements the recent investment in the regenerated town centre but has also helped to transform this important site in the heart of Stockton.

10

We’ll meet again…

The first time this Darlington couple were able to meet when the lockdown started to ease was to receive the keys to their first home.

Claire Kitching, sales manager for Thirteen Homes, said: “Shared ownership is a great way for people, particularly the younger generation, to get onto the property ladder. The current lockdown in the UK has made buying a home a lot more difficult but we’re pleased to be able to offer a great, though different, service to our customers who are purchasing empty and newbuild properties.

Ella Cawthorne, 21, and Aron Stranks, 24, had been unable to see each other because of the lockdown. When the government eased restrictions on handovers for empty properties, they were reunited outside their new home, albeit two metres apart!

“I’d like to wish Ella and Aron the very best in their new home.”

It had been an anxious wait, but now at last they had the keys to the new-build house that was theirs thanks to Thirteen’s shared ownership scheme.

Shared ownership is another way to get on the property ladder. The homeowner buys a percentage and pays rent on the rest, which is owned by Thirteen. Buying a percentage means a smaller deposit and a smaller mortgage, enabling people to get onto the property ladder sooner.

Ella said: “It was definitely an emotional day, seeing Aron for the first time in almost two months but having to stay two metres apart was really difficult. Buying a house is a stressful process, particularly when you’ve never done it before.

For more information on the shared ownership scheme and homes available visit http://www.thirteengroup.co.uk or contact the sales team at sales@thirteengroup.co.uk and 01642 947070.

“Add a global pandemic to the mix and it seemed virtually impossible! I’m so pleased we’ve been able to collect the keys and now the lockdown restrictions are starting to be eased, I’m looking forward to moving in very soon.”.

11

l a i c e p s t n e m p o l e D ev New Homes for Grove Hill in Middlesbrough

Photo taken before lockdown restrictions

Bishopton Road in Grove Hill, Middlesbrough is now the location of 92 lovely new homes following the completion of a scheme by Thirteen.

“These new homes are making an important contribution to meeting the housing needs in the borough and we’re sure they will enhance the area and create a positive legacy for years to come.

The development, including two- and threebedroomed bungalows and two, three- and fourbedroomed houses for affordable rent, has been built by construction and regeneration specialist, Vistry Partnerships North East, with funding support from Thirteen’s strategic partner, Homes England.

“The development’s proved to be extremely popular with customers and we’ve been really pleased that all properties have been let really quickly.

“Thank you to everyone involved in delivering the scheme, including Homes England for the funding support. I hope the homes bring a lot of happiness to our new residents.”

Chris Smith, (pictured above, second left) Thirteen’s executive director for business growth, said: “We’re thrilled to have completed these new homes, which have helped to address the demand for affordable housing in Middlesbrough.

Middlesbrough Mayor Andy Preston (pictured above, second right) said: “It’s great to see this important area of Middlesbrough being transformed. Thirteen is creating the sort of homes people want, and the popularity of these new lets speaks volumes.”

“It’s a fantastic housing and regeneration project that’s brought investment to the area and created local jobs during construction.

12

News from Thirteen Homes Early birds can get the best of nests in Darlington

“The homes are perfect for families, and future residents will benefit from fantastic transport links to the A1 and plenty of amenities close by.”

Thirteen Homes is proud to invite early bird reservations for the first phase of Howards Green, a new development with a varied choice of 3, 4, and 5-bedroom homes. As part of Darlington’s award winning West Park Garden Village, it’s designed to be a family favourite.

Thirteen Homes, the private market for sale arm of Thirteen, is planning to build around 300 luxurious homes across the North East for sale over the next five years.

Interested? There are lots of different ways customers can buy with Thirteen Homes, such as help-to-buy, part exchange and assisted move.

All the properties are fully carpeted, with integrated appliances including fridge freezer, washing machine, dishwasher, microwave and induction hob, plus bi-folding doors, and turf to the front and rear.

To find out more about how you can secure your plot today, contact our sales team by emailing sales@thirteenhomes.co.uk or visit www.thirteenhomes.co.uk

Sought-after “This is a really exciting time for Thirteen Homes, especially now we’re taking early bird reservations for our first phase release at Howards Green” said Craig Taylor, managing director of Thirteen Homes.

“Howards Green is a great development in a really sought-after location that will deliver the type of homes and a vibrant community where people really want to live.

13

Helping you stay independent at home

Are you getting the best energy deal?

The nights are drawing in and the weather is getting cooler, so now’s a great time to look at your energy bills.

For many older or vulnerable people, there’s an increased risk from emergencies at home. As people age or their condition deteriorates, there’s more chance of slips or falls, accidents with household objects, or sudden health problems.

The average UK household spends around £1,254 a year on heating and power, a big chunk out anyone’s income! Yet it’s likely there are ways you could trim those bills if only you knew where to start.

Our personal alarm service provides peace of mind to you and your family if any of these issues affect you. We have over 30 years’ experience delivering a tailor-made personal alarm service.

That’s where the energy advisers from our money advice team can help. The free and confidential service covers areas like: • • • • • • • •

Depending on the package you choose, our Home Call service can include:

Warm homes discount Understanding your bills Making sure you are getting the best deal Advice on switching suppliers/tariffs Saving energy in the home Grants and other financial help available Dealing with fuel debt Payment methods

• • • •

24/7 service, 365 days a year response service to your home professional local staff key-holding service

Our friendly and professional staff are trained in first aid and moving and handling people, with the latest equipment to help you back on your feet should you have a fall. Staff also carry defibrillators in their vehicles.

They’ll even check to make sure you’re getting all the benefits you’re entitled to.

Free installation and no contract We do not tie you into a minimum term contract and you can end your service with us at any time with no termination costs.

Prize draw!

To speak to an energy adviser, call 0300 111 1000 for an appointment. If you speak to an adviser before the end of November 2020, quote reference ‘TOGETHER3’ to them and you’ll be entered into a draw to win a £20 shopping voucher!

Please call us on 01642 707959 to see how we could help you or your loved one stay independent at home.

14

New investigators on the block to track down fly-tipping culprits Old mattresses, chairs, broken fridges and general household waste…the dumped rubbish that makes the affected estates look run-down and untidy. It’s brought with it an increased risk during the coronavirus outbreak too.

The perpetrators often leave a whole range of giveaways full of personal information that our skilled investigators will uncover when they delve into the dumped rubbish. This evidence allows us to report cases to the local authorities for action.

Between April and June this year, fly-tipping increased by 193% compared to the same time last year, with Thirteen’s estates team tackling 250 tonnes of rubbish, with a whopping 850 tonnes dealt with over 12 months. But now we’re stemming the tide.

To reassure people that the issue is being dealt with, the rubbish is strung with yellow tape with a notice. In some of the worst hit areas, hidden CCTV cameras alert us to catch culprits in the act.

“We’re working closely with partner organisations and local authorities to put a stop to this.” continues Scott.

Director of facilities management Scott Lowther said: “Fly-tipping is a crime. It’s dangerous and irresponsible. For those who take pride in their community, this is a real shame.

‘Thank you to everyone in the community that reports fly-tipping to us and provides evidence.

You are our eyes and ears. We’re asking everyone who wants to help make their community a better place to live report it if you see it.”

“Our estates team is working tirelessly and has taken on this issue with determination. It’s not just a case of us clearing up the rubbish. We want to see people prosecuted for their actions.”

If you’ve spotted any fly-tipping, call the team on 0300 111 1000.

There’s a range of offenders who are committing this crime, but in particular those who have the nerve go from door to door charging money to take rubbish away.

15

You’ve got to be in to win!

Call to cancel

At Thirteen, great customer service means helping the most customers possible every day.

Can’t make your appointment?

No problem, just call to cancel and we will happily re-arrange for another day.

This means we can send our operatives to see another customer at that time, and come back to you sooner at a time that’s convenient for you. Contact us on 0300 111 1000.

Recent feedback shows 81.6% of our customers are satisfied with repairs to their home, a great score but there is room for improvement. If our repairs team can’t access your property at the scheduled time it means someone else misses out. To get your repairs completed sooner and to help out your neighbours, stay home for your scheduled appointments and go into our monthly prize draw.

It’s that easy, you just have to be in to win!

Fact time Did you know that in the last year the cost of missed repairs appointments was over £550,000?

This is the equivalent of fitting 171 new kitchens in our customers’ homes.

Prize draws If you stay home for planned repairs appointments you will be entered into our monthly prize draw to win your choice of a TV, Playstation or £500 in shopping vouchers!

Terms and Conditions apply. For full details visit www.thirteengroup.co.uk/InToWin

16

Gas safety: get ready for winter

Winter is just around the corner so the last thing you want is for your boiler to break down, or your gas fire not to work properly.

Plus, poorly maintained gas appliances can cause gas leaks, fires, explosions and carbon monoxide (CO) poisoning.

Any customer who hasn’t had their annual gas safety check and has an outstanding appointment, should contact us by emailing customerservices@thirteengroup.co.uk or calling 0300 111 1000.

Simple ways to keep you and your family safe and warm

Luckily, Thirteen customers can take advantage of annual gas safety checks, which must be carried out every year, to make sure your appliances are working safely and efficiently. A visit from one of our registered gas engineers will leave you with real peace of mind.

• Please keep your appointment to allow us into your home to carry out our annual gas safety check •

“Ensuring that appliances like gas fires and boilers are serviced, working correctly and are safe, is essential,” gas services manager Steven Brown said. “We want to remind everyone to avoid DIY when it comes to gas appliances and instead leave it to the experts – registered gas engineers who are legally qualified.”

Only use a Gas Safe registered engineer to fit, fix and service your appliances.

You can find and check an engineer at GasSafeRegister.co.uk

• All our engineers are Gas Safe Registered. Please check their ID card before allowing them into your home •

Safe access He continues: “We know that some customers may be worried about letting an engineer into their home at this time, but we want to reassure them that all of our engineers are taking all the necessary steps to keep customers and colleagues safe at all times.

Recognise the signs of carbon monoxide poisoning – headaches, dizziness, breathlessness, nausea, and collapse leading to possibly fatal loss of consciousness.

• Check gas appliances for warning signs they’re not working properly e.g. lazy yellow flames instead of crisp blue ones, black marks or stains on or around the appliance and too much condensation in the room.

“Gas safety checks don’t take long to carry out, but if customers miss their appointment, faulty appliances won’t be identified and could be dangerous, so we’re asking that our customers always help us by ensuring our engineers can get the access they need.”

17

Helping people into work, even during a pandemic!

Our job at Thirteen’s employability service is to support tenants and the wider public with employability skills and help them into employment and training.

Success for Sam Sam linked with the employability team just as coronavirus was taking hold across the nation.

She had been unemployed for over ten years and was looking to move back into the world of work.

You might think the COVID–19 pandemic would have put a stop to that. In fact, in the six months since lockdown started in March, we signed up 655 customers. 222 have gone into work, 81 started external training courses and 17 have moved into voluntary roles.

How are we managing it? Instead of meeting customers in person, we offer remote one-to-one support and group training via video and voice calls, emails and texts. We also worked with local employers to fill key worker positions and are still working with businesses across the region.

We also give customers the chance to volunteer to help in local community services and for anyone wanting to gain accredited qualifications, we provide access to distance learning opportunities from the comfort of their home.

Our service prides itself on delivering a quality offer to our customers and partners in these difficult times, while keeping everyone safe.

Every single day it’s working, as these two stories show.

Working with her caseworker, Dave, she developed a CV as well as techniques for confidence building, application forms and interviews. Dave also supported Sam with an application for a Thirteen vacancy and she overthe-moon to hear she’d got the job, now working part-time as a mobile cleaner.

Jamie’s story Jamie started working with the employability service towards the end of 2019.

Sam said: “I started the new year happy and ready for my life to change, for myself and my children.

Thanks to support from the team, my confidence has gone through the roof and I’ve this job is just the start for me and a whole new career! I’d like to Dave and the team for all the help and support they’ve given me.”

We supported Jamie with his CV, interview techniques and job applications. He expressed an interest in an exclusive recycling operative role and decided to apply.

His CV was submitted to our employer engagement team and they pre-screened Jamie and submitted him for the position just as the lockdown was starting. He had an interview and was delighted to get the job, completing his first shift the very next day!

Could this be you? Give the team a call on 01642 947 840 or email employability@thirteengroup.co.uk.

18

Supporting your local businesses Hairdressers, cafés, dog groomers, bakeries, corner shops, pharmacies, newsagents…over 150 of our valued customers provide essential and well-used services like these for us all in the heart of our communities.

By supporting their businesses, you’re not only helping local entrepreneurs, you’re making a valued contribution to the local economy.

Many of these local businesses had to temporarily close their doors due to Covid-19 but the good news is that they’ve re-opened to customers.

You’ll find a handy directory of our local business customers on our website in the news section, or you can scan the QR code below on your mobile for details.

We know that every one of them works incredibly hard to run a thriving business which they’re very proud of – never more so than now – and we can all play a part to help them get back on track and maintain their success.

If you would like more information about our commercial properties, call us on 0300 111 1000.

Each one is unique and their recovery is important, not just because they’re conveniently nearby. They are part of the character of your neighbourhood. Life wouldn’t be the same without them.

Supporting you through a difficult time When a loved one passes away, in the midst of your grief and the emotional stress of telling family and friends you may suddenly find yourself responsible for sorting out so many practicalities. And in one way or another it could involve costs that you may not have thought about.

Someone to turn to These issues may be new to you, but Thirteen’s money advice team is here to offer free and friendly advice.

“It doesn’t feel like Karen is just doing her job, it feels like she really cares. I didn’t know such a service existed within Thirteen and it’s really put my mind at ease at a very difficult time.”

Here are some of the things the team can advise on to support you: • Help with funeral costs • Claiming welfare benefits • Dealing with debts • Accessing grants and other financial support • Dealing with an estate • Signposting to specialist agencies

Thirteen customer.

If you would like to speak to someone from the team or arrange an appointment, please contact us on 0300 111 1000.

19

You never know what’s going on behind closed doors Domestic abuse can happen to anyone.

It isn’t just physical and it doesn’t just happen to women. We offer a range of support for customers that are experiencing domestic abuse so please don’t suffer in silence.

There are lots of ways you can get in touch.

• Speak to a Thirteen colleague at your scheme in complete confidence.

Got a query?

Whether it’s reporting a repair, money or Universal Credit advice, employability support, or anything else relating to your home: 0300 111 1000 from 8am to 8pm customerservices@thirteengroup.co.uk www.thirteengroup.co.uk

• Call 0300 111 1000 • Call or text 07464 655 582 24 hours a day, 7 days a week and someone from our tenancy support team will respond during working hours.

• Speak to a host in our Stockton High Street store.

• Scan the QR code to go to our website.

**STOP PRESS** If you'd like to find out how we've been supporting customers over the last year and how we're performing, our customer annual report is now available!

Just pop to our website and search 'Customer annual report' or email us at communications@thirteengroup.co.uk for a copy.