Dates for your diary
Please make a note of the following dates when our main Contact Centre phone line will be unavailable:
On the dates below, our main Contact Centre phone line will be unavailable between 8:45am and 11:00am. For non-emergency repairs or queries during this time, you can email contact@fairhive.co.uk or use your My Home Hub account and our team will respond to your request during Contact Centre working hours.
MONDAY 18 JUN 2025 WEDNESDAY 16 JUL 2025 WEDNESDAY 20 AUG 2025 WEDNESDAY 17 SEPT 2025 WEDNESDAY
25 AUG 2025
Summer Bank Holiday
If you have an emergency or routine repair, please call 0800 542 8904. This ‘call-out’ number is available 24 hours a day.
If you smell gas, please call National Gas Emergency on 0800 111 999 immediately. Isolate the meter to make safe where necessary and open windows to ventilate your home.
Dear Resident
As we look forward to embracing the warmer days ahead, I hope this message finds you well and eagerly anticipating the joys of summer.
In this issue, we shine a spotlight on our new Corporate Strategy for 20252030, which outlines our commitment to enhancing service delivery and improving your experience as a Fairhive resident over the next five years. You can take a look at our future plan on pages 4 - 7 and delve deeper into the areas we intend to focus on. Thanks to those of you who took part in the survey that we carried out last year, your feedback was instrumental in shaping the contents of this strategy.
Additionally, I invite you to read the insights shared by members of our Resident Forum on our new Corporate Strategy. There is more information available on our website under ‘Resident Opportunities’ about how you can get involved or even join one of our resident panels which help us to shape and deliver our strategic objectives as a local, affordable housing provider. Your continuing feedback and perspectives are invaluable as we continue to align our goals with your needs and aspirations.
On page 14 you will find there’s an invitation to mark your calendars for upcoming events which may be of interest to you. In addition to Summer Fun and Work Experience Week, our Housing Teams have been working hard to put on activities and events that are available to all residents, such as the eagerly anticipated Great Gardens competition which you can read more about on page 19.
Finally, I would like to extend my thanks to Stephen Stringer, as he serves out the last few months of his term as Chair of the Board. Stephen’s passion, dedication and leadership have been instrumental in guiding us through significant milestones and we wish him all the best in his future endeavours.
I hope that you enjoy this issue of Residents News and find it informative and interesting. You can also stay up to date with all the latest news and activities on our social media (Facebook, X, Instagram, LinkedIn) and our website. If you would like to receive your issue of this magazine in a different format, for example digitally straight to your email inbox or in large print, then please get in touch with our Communications Team by emailing hello@fairhive.co.uk or call our Contact Centre who can submit your request.
May you and your household have a fun, safe and sunny summer and I look forward to writing to you all again soon.
Matthew Applegate Chief Executive
Introducing our new Corporate Strategy for 2025-2030
Our mission has always been to provide safe, affordable, and sustainable homes while nurturing vibrant communities across Buckinghamshire and the surrounding areas. As we embark on our new five-year Corporate Strategy (2025–2030), we’re excited to share our plans that focus on delivering homes you want to live in, enhancing your experience and ensuring our services meet your needs.
“Our strategy sets out our ambitious plans for the next five years. It builds on what we delivered over the last five years; continuing the momentum of growth, excellent services delivered for our residents, our work with the local community and how we make sure our homes are safe and well maintained.”
Stephen Stringer, Chair of the Board
Read on to find out about each of our five key objectives, what our aims are for the next five years, how we will measure success and ensure we are on track to meet these aims, and what this work will mean for you, in your home and in the local community where you live.
Empowering and Amplifying Your Resident Voice
aims 1 Boost engagement opportunities for residents 2 Make the most of all communication methods and outcomes
3 Provide quality services that residents want
4 Use data to shape services
How will we measure success?
• Customer satisfaction
• Doing what we say we will
• Influential resident involvement
• Empowering residents to succeed
• Enabling tenancy sustainment
• Accessible online services
What does this mean for you?
More chances to have your say – With better engagement opportunities and more ways to get involved, your voice will help shape the services that matter most to you and your community.
Services that work for you – By using your feedback and real data, we will focus on delivering the services you actually want and need.
Support that empowers you – From accessible online tools to help when you need it, this approach aims to give you the confidence and resources to succeed and sustain your tenancy long-term.
Delivering Quality Homes for
Our aims 1 Continue to invest in our residents’ homes 2 Deliver expert property services
3 Embrace the use of new technologies
4 Provide safe homes in communities where our residents want to live
How will we measure success?
• Reduced need for responsive repairs
• Satisfaction with our services
• Installing new technology into our houses
• Compliant homes in desirable communities
What does this mean for you?
Homes you want to live in – Ongoing investment in your home means fewer repairs, better comfort, and spaces that work for you and your household.
Safe, modern living –By embracing new technology and ensuring homes meet safety standards, you can enjoy greater peace of mind and energy-efficient features.
Neighbourhoods you’re proud to be part of – With a focus on creating places people want to live in, somewhere that’s connected, and welcoming.
Providing local development and growing our housing offer
Increase the number of affordable homes we provide 4 Grow in locations which are sustainable operationally
How will we measure success?
• New homes completed
• Quality of homes delivered
• High standards of energy efficiency
• Growth
What does this mean for you?
More affordable homes for local people – By building homes in the right places, we can help more families access affordable housing close to work, schools, transport and support networks.
Sustainable homes built to last – With a strong focus on energy efficiency and sustainability, new homes will be comfortable, cost-effective to run, and better for the environment.
Growing where it makes sense – By developing in areas that are more efficient for us to maintain and provide resident support, we can
Set out our road map to achieve
Reduce our wider environmental impact 4 Prepare for a warmer world
How will we measure success?
• Energy efficient homes
• Environmental training for employees and residents
• Using data effectively
• Decarbonisation plan
• SHIFT Gold Standard
What does this mean for you?
Greener, more energy-efficient homes – We are working to improve the energy efficiency of our homes through a dedicated programme. This will contribute to lower energy bills, a more comfortable living environment, and a reduced carbon footprint.
Working towards a sustainable future – With a clear plan for reaching net zero carbon emissions, this strategy will help protect the environment while ensuring your home remains efficient and future-proof.
Building resilience for the future – Preparing homes for a changing climate means more durable, sustainable properties that are better equipped to handle extreme weather, keeping you safe and comfortable year-round.
Engaging our employees to make the most of our Housing professionals
Evidence our success publicly
How will we measure success?
• Employee engagement
• Training and development
• Harnessing technology
• Data quality
• Sharing our story
What does this mean for you?
Skilled professionals ready to support you –By continuously upskilling our employees, we ensure you’ll always receive the best service from knowledgeable and dedicated Housing professionals who understand your needs.
Improved services with better technology –Through new technologies and streamlined processes, we’ll be able to provide quicker, more efficient services, making your experience with us smoother and more consistent.
A team that listens and learns – As we actively engage with our employees and encourage their growth, they’ll be better equipped to respond to your needs, learn from you, and ensure we’re delivering on our promises.
Looking Ahead
Our 2025–2030 strategy is more than a plan—it’s a promise to you, our residents. By focusing on quality housing, resident voice, employee engagement, developing new homes where they are needed the most, and environmental responsibility, we’re building a future where everyone has the opportunity to thrive.
We invite you to join us on this journey. Your insights, participation, and support are crucial as we work together to create stronger, more resilient local communities.
For more information or to get involved, please visit our website or contact our Community Engagement Team.
www.fairhive.co.uk/ resident-opportunities
Scan here to visit our strategy webpages
How your Resident Forum helped with Fairhive’s new Corporate Strategy
Excited to be invited!
Last year, we joined members of The Board and Executive Leadership Team to contribute to Fairhive’s Five Year Corporate Strategy plans. We were included and consulted in ways that have not happened before. Fairhive looked for our involvement and incorporated our input into their plans.
Working together
We were delighted to be given the opportunity to represent residents; to have our say on what is important to all of us and give input on what the future looks like.
We worked in small groups contributing to the following themes:
Development and Growth
Housing Quality
Employee Engagement
Resident Voice
Environmental
We discussed the following topics:
• Ensuring that all homes are safe, comfortable, warm and meet all regulations
• Delivering homes for both Affordable and Social Rent
• The inclusion of specialised homes to meet the needs and requirements of our diverse community
• More Shared Ownership homes
• New homes where schools, shops, medical centres and public transport are easily accessible
• Support on receiving the right home improvements and repairs
• Having skilled and reliable Operatives
• Confidence that trained staff, with the understanding of our issues, will respond in a timely manner
• Improvement of our environment, such as, well maintained green spaces
• Impact of antisocial behaviour
• Embracing new developments in technology
Ideas and contributions were encouraged, valued and respected.
As Resident Volunteers, we work together with Fairhive to improve things for the wellbeing of our fellow residents, so that you can be proud to live in a Fairhive home.
Residents, if you found this interesting and would like to get involved, please contact us at: hello@fairhive.co.uk
Your Resident Forum
Navigating Universal Credit
Universal Credit (UC) is gradually replacing a number of previous benefits. This change may affect you if you’re of working age and currently claiming benefits. Here’s what you need to know: Universal Credit has now replaced the following benefits:
• Child Tax Credit
• Working Tax Credit
• Jobseeker’s Allowance (JSA)
• Income Support
• Employment and Support Allowance (ESA) –now being phased into UC
By the end of 2026, everyone who is under pension age and claiming benefits will be moved onto Universal Credit.
If you claim benefits, you now need to claim Universal Credit. This applies if:
• You are below State Pension age.
• You have the right to reside in the UK and access to public funds.
• You are part of a mixed-age couple (one partner below pension age and one above) –you must claim UC until both partners reach pension age. Please note, pension income will be considered and may reduce your UC entitlement.
What about savings and income?
• If you have over £16,000 in savings, you won’t be eligible to claim Universal Credit.
• If your savings are between £6,000 and £16,000, a portion will be deducted from your UC payment.
• If you’ve received a lump sum (such as backdated benefit payments), this may not count as savings – this depends on the circumstances.
• If you’re working but on a low income or low hours, you might still qualify for UC, but your earnings will reduce the amount you receive.
How to make a claim
To apply for Universal Credit:
1. Visit universal-credit.service.gov.uk/start
2. Create an online account – this is often the longest part of the process.
3. You’ll be asked a series of questions to complete your application.
4. If you’re making a joint claim, one person starts the application and chooses the “joint claim” option. They’ll receive a linking code –make sure to write this down carefully (it’s case sensitive), as the second person will need it to complete the joint claim.
Need help?
Our Universal Credit Officer, Tracy, can support you with:
Setting up your Universal Credit claim (online or over the phone).
Ongoing help with managing your claim, including:
• What to write in your online journal
• How to check your UC payments
• Uploading fit notes
• Reporting self-employed earnings
Please get in touch if you’d like help or advice by emailing tracy.glover@fairhive.co.uk fairhive.co.uk/universal-credit
Farewell from Stephen Stringer
It has been an incredible privilege to serve as the Chair of Fairhive Homes, formerly known as The Vale of Aylesbury Housing Trust. I am immensely proud of our collective achievements.
Despite facing challenges such as the pandemic and financial crises, we have weathered the storms and emerged stronger. People often ask what a Chair does – I see the role as akin to a conductor of an orchestra, ensuring that the Board and employees are in harmony, working towards the same goals. I have been fortunate to work with talented and dedicated Board members who have driven us forward and enhanced our services.
Nine years ago, when asked about my ambitions for Fairhive Homes, I envisioned us becoming Bigger, Better, and Bolder; more innovative while consistently delivering excellent services to our residents. I am proud to say we have achieved this.
Reflecting on my journey with Fairhive Homes, I’ve attended 58 Board meetings, 32 Remuneration & Selection Committee meetings, 46 Development & Asset Committee meetings, and 13 Board away days. Not to mention the numerous other sessions such as Budget Working Groups, Business Plan Working Groups, Stress Testing sessions, Recruitment Panels, and Resident Forum meetings. I’m also proud to have had a whopping 108 one-to-one meetings with
our CEO, Matthew Applegate, where we have discussed ideas to advance Fairhive. We’ve also transitioned to a community benefit society, formed subsidiary companies and rebranded from Vale of Aylesbury Housing Trust to Fairhive Homes.
as resident Board members, members of the Residents Forum, Scrutiny Groups, and at various events for constantly reminding me that our sole purpose is to serve you and provide you with the homes you deserve.
In 2022, we had the pleasure of welcoming friends from Buckinghamshire Housing Association to join us. This partnership was a testament to our inclusive culture, exceptional services, and forward-thinking approach. It was a genuine measure of our success.
What brings me the most joy and inspiration is spending time with our residents. As I leave after nine years, I want you all to feel confident. Being part of this amazing organisation is truly special, and working with those who serve is incredibly powerful.
Our complaints and compliments performance
We are in the process of collecting and finalising our complaints numbers and performance for The Annual Complaints Performance and Service Improvement Report which will be published on our website by September (fairhive.co.uk). Please be on the lookout for the report.
This year we’ve received more feedback than we have in the past five years, which is a good thing because we encourage two-way communication. We want you to tell us when we’re not doing what we said we would. Things won’t always go to plan, and we’d like you to give us the opportunity to put it right.
We’ve brought a dedicated Complaints Co-ordinator into our team to provide consistency in the experience you have if you log a complaint with us, but most importantly a single point of contact.
It is this experience we refer to when we ask for feedback on how we handled your complaint. So, when you answer this question in our customer satisfaction survey, think about your experience after you told us things went wrong and how we treated you.
You can raise a complaint in one of the following ways:
By phoning us: 01296 732600
Via the website: fairhive.co.uk
By e-mailing:
Getting to know you project extended to July 2025
We’d like to thank all our residents that have taken part in the ‘Getting to Know You’ project so far. Since December 2024, we have been working to ensure the information we hold about you and your households is accurate. This helps us deliver better, more tailored services to meet your needs. To read our FAQs about this census and the information we are collecting, please visit our News page: fairhive.co.uk/news.
Initially, we aimed to complete this phase of the work by the end of April 2025. As of 28th April, we’re pleased to share that 50% of our residents have responded. To reach our remaining residents, we are extending the project until July 2025.
Over the coming weeks, you may hear from us via text message, phone call, email, letter, or even a friendly inperson visit. If you’ve been contacted and haven’t responded yet, please get in touch as soon as you can. Your input is vital to helping us improve.
As a thank you, everyone who participates will be entered into a prize draw to win one of four £200 vouchers, please note, the winner announcement has been moved from April to July in line with the extended project timeline. Winners will be contacted directly by a member of our Fairhive team using our main office number. If selected as a winner, you will not be asked to share personal information during this call and the vouchers will be hand delivered.
We have a new Sexual Harassment Policy
Following a legal change in 2024, all employers now have a mandatory duty to take reasonable steps to prevent the sexual harassment of employees. The purpose is to ensure all employers are being proactive in preventing sexual harassment by taking reasonable measures to prevent risk in the workplace. We are committed to providing a working environment free from sexual harassment. We’ve introduced a new Sexual Harassment Policy that clearly sets out that sexual harassment or victimisation of any employee, or anyone they come into contact with during the course of
their work, is unlawful and will not be tolerated. All employees must be treated and must treat others with dignity and respect. Anyone who is a victim of, or witness to, sexual harassment is encouraged to report it. We consulted with our residents in the development of this policy and as a result, a dedicated email address has been established where our residents can also send in any sexual harassment complaints. This email account is being monitored confidentially by our Business Support Team: residentconfidential.reporting@fairhive.co.uk
Summer FUN
is back for 2025
We’re excited to announce that Summer Fun is back for 2025—our much-loved resident engagement programme offering younger residents and families the chance to enjoy free, fun-packed days out during the school holidays. Summer Fun is a way to bring our communities together and offer children and young people the chance to experience something new. It’s also part of our commitment to building stronger communities and supporting the wellbeing of our residents.
Here’s what we’ve got planned: Thomley Activity Centre
Monday 11th August
A brilliant accessible day out for children of all abilities, explore the outdoor spaces, creative play zones, and get stuck into crafts, sports, and more.
Horsewyse
Thursday 14th August
A hands-on experience with horses and ponies, perfect for animal lovers.
Whipsnade
Zoo
Tuesday 19th August
Spaces are limited stay up to date on our events page for how to register. fairhive.co.uk/events
*Priority will be given to households who complete our online surveys and volunteer with us.
Interested in a work experience opportunity?
Join us for a wild day out at the UK’s largest zoo! Spot elephants, lions, and more with the whole family.
For our younger residents (aged 15–18), we’re thrilled to be offering a work experience week with our fantastic partners at Blake Morgan LLP, a leading law firm. This will take place the week commencing Monday 4th August, and is a great opportunity to get insight into professional careers, gain skills, and grow confidence. Email us for more details on hello@fairhive.co.uk
Supporting Our Communities –£250,000 Awarded Through the Thriving Communities Fund!
Each year, we’re proud to give back to our residents and the wider community through our Thriving Communities Fund (TCF). This year, we’re delighted to share that we’ve awarded an incredible £250,000 in financial support to help individuals and groups thrive.
There are three types of grants available through the fund:
Springboard Grants – Up to £300
Designed to support individual residents with opportunities that promote wellbeing, education, training, or employment.
Please note: To be eligible, applicants must not have any outstanding rent arrears, and the reason for the funding must meet our Grants Criteria.
Following government changes making school uniforms more affordable (by removing the requirement for branded items), we no longer accept applications for school uniform purchases through this grant.
Micro Grants – Up to £3,000
Available to community and voluntary groups for small-scale projects such as equipment purchases or venue hire.
Project Grants – Up to £10,000
Support for larger community initiatives, including the purchase of substantial equipment or to help with ongoing running costs.
We’re incredibly proud to support the creativity and passion in our communities. If you have a great idea or initiative, the Thriving Communities Fund could help bring it to life!
More information about the Thriving Communities Fund is available on our website: fairhive.co.uk/thrive
Meet the team
Walter Dirorimwe
Walter is one of our Neighbourhood Managers.
What does a typical working day look like for you?
First thing in the morning, I check my calendar and prepare for visits such as new tenant visits, occupancy checks, meetings or training. I check workflows which can include call backs or actions relating to estates on the patch I manage. I also check and review low level Anti-Social Behavior (ASB) cases and neighbourhood cases I am currently working on.
After visits, I complete the necessary paperwork and follow up actions e.g. reporting repairs, making referrals to adult social care, making referrals to the Intensive Housing Management Team or Welfare Team and deal with other tenancy related matters.
What do you enjoy the most about your role?
I enjoy helping and supporting our residents
When I’m not working I can be found… Spending time with my family and friends. Gardening is my passion!
Luke Mowbray
Luke is our Senior Independent Living Coordinator and is part of our Independent Living Team.
What does a typical working day look like for you?
My working day is often really varied, usually working with the majority of the team on different cases, providing support and cover when needed, and working with our residents at the scheme I manage.
What do you enjoy the most about your role?
I love the variety, and working in a wonderfully supportive, motivated team.
What (or who) inspired you to follow your current career?
I think working with young people with severe learning difficulties prior to working at Fairhive showed me the benefits of helping people and the differences that I can make. This definitely lead me to working in the team I am in today, being able to help and support our residents is very fulfilling.
Writing music, walking the dog with my wife, seeing friends and family and mountain biking!
My motto is… Spread positivity!
What three words best describes you? Positive, calm and enthusiastic!!
What wouldn’t most people know about you? I had some experiencesamazing playing cello for some well- known artists when at university!
Building climate resilience at home
With hotter summers and drier spells becoming more common, we’re all feeling the effects of climate change. We want to help you stay comfortable, safe, and prepared, starting with a few simple changes around the home. Climate resilience is about building a safer, fairer, and more stable future.
Our Sustainability Team has shared their top tips for keeping cool and saving water, whatever the weather brings.
Keeping cool during hot weather
Here’s how to keep your home cooler:
• Ventilate smartly: Make sure ventilation units are switched on and trickle vents outside the kitchen and bathroom are kept open, especially at night, so that hot, stuffy air is removed from the property and replaced with fresh external air.
• Block out heat: Keep blinds or curtains closed during the day. Blackout or thermal curtains work best.
• Let cool air in at night: If safe, open windows on opposite sides of your home to allow a breeze.
• Cut down heat-generating activities by:
- Using a microwave or grill instead of the oven.
- Unplugging electronics when not in use.
- Run high-energy appliances like washing machines and dishwashers in the evening or early morning, when it’s cooler. This may be more cost efficient for those with off-peak energy tariffs.
- Switch to LED lightbulbs, which produce less heat.
Saving water made simple
Water is a valuable resource, and saving it can reduce your bills too. Some ways to save water are:
• Shorter showers: Even one minute less can save litres of water.
• Turn off the tap: When brushing teeth or shaving.
• Scrape, don’t rinse: Scrape plates before washing instead of rinsing under the tap.
• Smarter gardening: If watering your garden, collect rainwater, try to water in the early morning or evening to reduce evaporation, put mulch around plants, and pick drought-tolerant plants.
• Consider a water meter: If you think you might use less water than the average for your house size, consider getting a water meter. This will allow you to keep track of exactly how much you use.
Extra support
There’s help available if you want to do more:
• Save water save money savewatersavemoney.co.uk
• Your water company –Many offer free water-saving tools.
• Energy Saving Trust energysavingtrust.org.uk
Together for a greener future
Every small change helps, for your comfort, your bills, and the environment. We’re working to make homes more climate-friendly and resilient, and we’ll keep sharing tips to support you along the way.
fairhive.co.uk/environmental If you want to read more about our environmental commitment, visit:
Great Gardens 2025 Entries
are in!
Thank you to everyone who entered this year’s Great Gardens competition – the deadline has now passed, and we’ve loved seeing the creativity and care that’s gone into your green spaces.
From flower-filled balconies to productive vegetable patches and beautifully maintained communal gardens, we’ve had some truly inspiring entries.
Great Gardens Competition
Our judging team will be visiting shortlisted gardens in mid-to-late July, and we’re looking forward to meeting some of the gardeners behind these spaces. Prizes will be awarded after these visits have been carried out –so stay tuned!
Follow us on social media and keep an eye on #GreatGardens for updates, sneak peeks and, of course, to see who takes home the top spots in each category. We’ll be sharing the winning
Here’s a few pics of last year’s entries –thank you again to everyone who took the time to share their beautiful gardens with us!
£50 VOUCHER
Return it with your name and address to Puzzle Time, c/o The Communications Team, Fairfax House, 69 Buckingham Street, Aylesbury, Bucks, HP20 2NJ. The closing date for the entry draw is Friday, 25th July 2025 and the winner will receive a £50 voucher and have their name published in the next edition of Residents News!
We are pleased to announce the winner of our Residents News Spring Issue 63 Puzzle is Alice Woods. Congratulations and we hope you enjoy the shopping voucher.
If you need these services,
