YOURHOME HOME We’re Here For You Summer 2022
ENERGY ADVICE WORK ADVICE
CUSTOMER CHARTER & OUR PROMISES TO YOU PAY RENT – BOOK REPAIRS – ANYTIME – ANYWHERE
YOURHOME
CUSTOMER CHARTER
We aim to be the best landlord and employer and make a positive difference each and every day to you, our customers. We talk about customer experience not service, we want our customer experience to be part of a journey, with every interaction giving us the opportunity to make a good first impression and great experience. Working with involved customers we have developed a set of Customer Charter Promises, by holding ourselves to account with these promises, we will ensure our customers always get a great experience from the Trust. Customers will know what to expect from the Trust, and what is expected from them.
Listening to customer feedback obtained over the past two years, many customers have requested greater visibility of Trust staff in their neighbourhoods. During the Covid pandemic this became more of a challenge as we were directed by Government to change the way we delivered some face-to-face services and we haven’t been able to be out in your communities as much. This Summer that will change, we are starting our new ‘Out & About’ walkabouts. Colleagues from all services and departments at Weaver Vale will be visiting your communities to launch our promises and to see how customers think we’re doing against the promises. This honest feedback will help us to improve our services.
These Out & About sessions will help us to; • Launch our Customer Charter Promises to you • Increase our community connection and visibility of the Trust within your neighbourhoods • Chat to you about our additional free services such as our work teams, income teams and support wellbeing teams and how they can help you. • Collate your feedback about what services matter most to you and feed that back into our service improvement plans. You can see a full list of ‘Out & About’ walkabouts on page 3. Out & About is not a one-off event, we will be visiting our communities over the coming months and years, so if your neighbourhood isn’t on the list for this year, don’t worry we will be coming out to you. In the meantime, if you would like to chat to us about our promises, email get.involved@wvht.co.uk and we’d be happy to chat to you.
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SUMMER2022
OUR PROMISES TO YOU
When customers access any of our services, they can expect; W
Treat you, your household and your home with respect.
Deliver high quality services to agreed standards and timescales.
Provide clarity on the services we offer and notify you of your responsibilities.
Keep you updated in a timely fashion. You should never need to chase us up.
Keep our promises and treat you fairly.
OUT & ABOUT WITH WEAVER VALE
Over the next few months, we’ll be Out & About across a number of our communities. We’ll be knocking on to say hi & to have a quick chat about the launch of our NEW Customer Promises and to see how you think we’re doing against these promises. Your honest feedback will help us to improve our services to you.
Summer 2022 Out & About timetable All Out & About events will run between 10am and 4pm. Don’t worry, we will send a reminder before the day. We don’t need you to make special arrangements to be in, but if you’re at home, we’d love to spend 5-10 minutes having a chat. 23rd June – Crook Lane, Winsford
25th August – Weaverham
7th July – Frodsham
8th September – Wharton Gardens, Winsford
21st July – Grange, Winsford
15th September – Delamere, Comberbach, Acton
28th July – Greenfields, Northwich
Bridge, Crowton, Sutton Weaver & Little Leigh.
11th August – Rudheath, Northwich
What happens next? After each Out & About we will take all your feedback and review it against our Promises, but also against our individual services. We will look for areas of improvement, and we will feed this back to you, so you can see the difference your comments are making.
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Income Team Support We understand that money concerns can be stressful, which is why we encourage anyone experiencing difficulties to talk to us as soon as possible. There is almost always something that we can do to help you access any help and support you may need. We don’t judge, we’re here to listen and we can help. Money worries aren’t embarrassing, but they are stressful. Our Income and Money Matters Teams are advice specialists who can help by looking at your personal circumstances, together, in confidence and find a way forward to help take the pressure off you.
We can help with: • Better manage your outgoings • Increase your income • Help you get the benefits you are
entitled to
• Reduce debt • Help and advice with energy costs
Call us 0300 303 9848 Email rentfirst@wvht.co.uk Message us at www.wvht.co.uk
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• Find work / paid employment • Get the training, skills and qualifications
you need to get the job you want
We know asking for help isn’t always easy but talking to someone can give you a new view on things and a way to move forward. The team offer expert advice with a wide range of issues, from claiming Universal Credit, job search support and specialist debt advice, they are here to help and will never judge.
SUMMER2022
SUPPORTING YOU TO FIND WORK Are you unhappy in your current job? Not getting jobs you are applying for? Facing redundancy or unemployed?
Our Work Team are specialist Advisors and Mentors who will support you to make changes in your life – either big or small which could make a long-term difference to the lives of both you and anyone living with you. You DO NOT have to be out of work to use our service. We can: • Help you to write a CV/cover letter • Help you to get your Interview skills just right • Help you to build your confidence • Help you job search • Help you get a referral for training
• Help you with funding and equipment for training • Help you update your UC journal • Help with a referral to our Money Matters / Support & Wellbeing Teams • Help with referrals to external agencies if needed.
Text or whatsapp us on 07919 566 049 or email workteam@wvht.co.uk We can also support you with interview/work clothes and essential equipment for work. We do whatever is needed to ensure that you are meeting your benefit compliance requirements to prevent sanction & further hardship – we get it and we’re here to help.
ENERGY ADVICE AND SUPPORT
Our new energy advice service is here to support you with free and impartial energy advice to reduce money spent on energy bills.
Our advice ranges from getting the most from your benefits, switching energy tariffs to get the best deal for you, confidence when you deal with energy providers and practical everyday energy advice. For more information visit www.wvht.co.uk/energy-help-advice or call us on 0300 303 9848
TOP TIPS FOR HELPING YOU SAVE: Switch off standby
Turn off lights
You can save around £55 a year just by remembering to turn your appliances off standby mode.
Turn your lights off when you’re not using them or when you leave a room. This will save you around £20 a year on your annual energy bills.
Top up the insulation
Swap your bath for a shower
Effective insulation of your hot water cylinder is important, you can benefit from increasing the insulation to a British Standard Jacket 80mm thick, saving £35 a year in the process.
Some of us might enjoy a long soak in the bath, but swapping just one bath a week with a 4-minute shower could save you £12 a year on your energy bills.
More energy saving advice and tips can be found on our website www.wvht.co.uk
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Got children under the age of 4? Want to get back to being you? We know it’s great being mummy or daddy, but do you want to get some you time back? To get some quality time to think and plan the career you want? Parents First is a NEW team designed for parents of young children aged two, three and four years old, who are eligible for Government funded childcare places. We are based at Children’s Centres across Northwich, Winsford, Ellesmere Port and Chester (incl. surrounding rural areas). Our support ensures parents
are able to explore and develop education, training, and employment aspirations, get job ready or find that job you’ve always wanted. We can support you with issues including debt, social isolation, and low-level mental health.
DM us on Facebook, email parentsfirst@wvht.co.uk or call us direct on 07706 360972
Have you used our Rent & Repairs app yet? Our Rent & Repairs app allows you to safely and securely; • Book repairs • Pay Rent – Pay your Rent at any time via our secure app, processed by Barclaycard • View your rent balance – Keeping up to date with your tenancy • Manage your contact details – Making sure we can contact you first time Our app allows you to manage your rent payments securely online, checking your rent balance at any time. Pay your rent via your phone. Its quick and simple allowing you to get on with life. Payments are secured by Barclaycard via My Account.
Register today by scanning this QR code direct from your phone camera.
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SUMMER2022
An Apprenticeship with us enables you to combine on the job training whilst gaining a nationally recognised qualification through a training provider or college. Plus, our in-house Learning Programme will enhance your life skills to support you and your future career. Apprenticeships are ideal for those who enjoy experiential learning, combining theory with hands-on experience. Apprentices will earn as they learn, and all the training costs are fully funded by the Trust and depending on the qualification, you may be required to attend a local college one day a week. An apprenticeship is not purely about gaining a qualification, you also get the knowledge, skills, and experiences to enable you to thrive and succeed in a modern workplace. Apprenticeships start at 16 years old with no upper age limit, so whether you’re starting out in your first job after your GCSE’s, at college, already in a job and want to gain professional qualifications, thinking about re-training into a different career, or returning to work, an apprenticeship could be for you.
Is there help available to apply for an apprenticeship? YES! Our dedicated Work Team who specialise in supporting people into work will have a friendly chat about the apprenticeships available & what they involve. Providing support with writing or updating your CV and the whole application and interview process, such as covering letters, interview skills & confidence building. We would ask everyone to contact the Work Team before applying- the more that you know the better placed you will be to prepare for this brilliant opportunity. Simply email workteam@ wvht.co.uk or text/phone Emma on 07919 566049 with your contact details and we will arrange a time to ring you for a chat.
What apprentice roles do you offer at WVHT? Visit our current vacancies page to see what roles we have available now and remember to keep checking this page and our social media pages for new roles as they are advertised.
Take a look on our website for our latest apprenticeship opportunities www.wvht.co.uk
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COMMUNITY SUPPORT If you or a family member requires support outside of the Trust here is a list of local and national helplines that you may find useful. MENTAL HEALTH • Mid-Cheshire MIND contact number is 01606 863 305 • Samaritans call 116 123 for free at any time, from any phone • NHS Cheshire and Wirral Partnership call 0800 145 6485
Warrington Borough Council call 01925 443322 or visit www.warrington.gov.uk Changing lives in Cheshire offers affordable furniture, family support, bulky waste collection, community transport and lots more. Contact them on 01606 827120 or visit www.changing-lives-together.org.uk
• National Domestic Abuse Helpline – 24-hour 0808 2000 247 (free)
West Cheshire Credit Union offers safe and affordable financial services to the local community. Contact them on 01244 399006 (10am-2pm) or visit www.wccu.co.uk
• Cheshire West Domestic Abuse Intervention and Prevention Service 03001237047 Option 2
Stop Loan Sharks call 0300 555 2222 or you can live chat by visiting www.stoploansharks.co.uk
DOMESTIC ABUSE
• Cheshire East Domestic Abuse Hub 0300 123 5101 or text 07777 941464 • Womens Aid – www.womensaid.org.uk
Crime stoppers – give information anonymously by calling 0800 555 111 or visit www.crimestoppers-uk.org
• Mankind Initiative for Male Victims of Domestic Abuse – 01823 334244
ALL ABOUT THE TRUST
• Age Uk for concerns regarding elder abuse call Age UK Advice Line 0800 678 1174 Cheshire West and Chester Council general enquiries 0300 123 8123 or visit www.cheshirewestandchester.gov.uk
You can find out about all of our services on our website www.wvht.co.uk You can also keep up to date with Trust and community news by following us on Facebook and Twitter, just search Weaver Vale Housing Trust.
Cheshire East Council information line 0300 123 5500 or online via www.cheshireeast.gov.uk
0300 303 9848
www.wvht.co.uk
/WeaverVale
/weavervale
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