Pictured: Xanthia Nuttall who was helped by our Employment Support team to set up her nail business called Geluxe. See pages 8 & 9 for more information about how we can help you.
Welcome to Your Home summer 2025
Welcome to the latest issue of Your Home, the magazine for Weaver Vale Housing Trust customers.
We hope you’re enjoying the sunshine and longer days! As we head into the warmer months, we’re pleased to share what we’ve been working on and what’s coming next.
We’re committed to providing quality homes and services, and one of the ways we track our performance is through Tenant Satisfaction Measures (TSMs). These performance measures cover key areas like repairs, neighbourhood satisfaction, safety, communication, and how we handle complaints.
We’re proud to report that 84% of our customers are satisfied with our overall services, well above an average of 71.3% when compared to over 1,000 housing organisations.
We understand that anti-social behaviour (ASB) can really affect how safe and comfortable you feel in your home and neighbourhood. When it comes to tackling ASB, 73% of you are happy with how we respond, against an average of 57.8%.
We’re especially proud that 90% of customers agree that they’re treated fairly and with respect. You can find a full breakdown of our 2024/2025 performance results on pages 6 and 7.
Social Value is at the heart of everything we do. This is where we work with our contractors and suppliers to invest and give back to our communities. Find out on pages 8 and 9 how this support is helping to fund local initiatives, and
how you can apply for funding in your area.
Your feedback is important to us, which is why we want to encourage more customers to give feedback on our services.
If you’d like to help shape the services we provide, turn to page 12 to learn how you can get involved - whether that’s joining our Facebook tenant group, completing Customer Satisfaction Surveys, or becoming a member of one of our four Customer Assurance groups.
We hope you enjoy reading about the latest news and updates. If you have any thoughts or ideas about what you’d like to see in future issues of Your Home, let us know by calling 0300 303 9848. We’re always keen to hear from you.
Cath Bett, Executive Director of Finance & Business Services
What’s inside this Your Home!
Page 2 - Introduction
Page 3 - Be scam aware
Pages 4 & 5 - Financial help
Pages 6 & 7 - Tenant Satisfaction Measures
Pages 8 & 9 - Find out about Social Value
Page 10 - How to report repairs
Page 11 - Applying for a Mutual Exchange
Pages 12 & 13 - Get involved in Weaver Vale
Page 14 - Our summer walkabouts
Pages 15 - Reporting anti-social behaviour
Page 16 - Stay fire safe
Page 17 - Keeping your home gas safe
Page 18 - Damp, mould and condensation
Page 19 - All about Weaver Vale
Page 20 - Puzzle page
To speak to a member of our team call 0300 303 9848, email enquiries@wvht.co.uk or visit www.wvht.co.uk
www.wvht.co.uk
Page 2
Stay scam safe
There has been an unfortunate increase in scam calls and texts from people pretending to be the government or a bank. Here are some tips to keep yourself and others scam safe.
Cold calls or unexpected emails and texts should make you suspicious, especially if you’re asked to give personal or payment details. It’s very unusual for companies like the bank or the government to contact you and ask for personal information if you’re not expecting them to.
If it seems too good to be true, it most likely is. If you receive a call or text from a number you are not expecting - stop, think, and double check. You can always contact the company directly to see if it is a scam.
For more scam awareness tips or help if you’ve been a victim of a scam, please visit the websites below.
Take Five www.takefive-stopfraud.org.uk
Age Uk www.ageuk.org.uk, 0800 055 6112
UK Government www.stopthinkfraud.campaign.gov.uk
To speak to a member of our team about scams, please call 0300 303 9848, email enquiries@wvht.co.uk or visit www.wvht.co.uk.
Speak to a member of our team by visiting www.wvht.co.uk/contact-us
Page 3
Talk to our team about your finances
We have a team of friendly and knowledgeable people who can help you if you are worried about your benefits, household income or need some financial support. There is always a way we can help you if you are struggling with your rent payments - it is always better to get in touch with us than to struggle alone.
From April 2024, our Money Matters team secured £4,112,301.81 in extra income for 765 customers! They also got 1859 individual financial gains for these customers and processed 895 referrals.
The Rent Support and Money Matters team can help you to:
• Better manage your bills and money.
• Increase your income and reduce your debt.
• Get the benefits you are entitled to.
• Get help and advice with energy costs.
• Plus much more!
Here is A’s story who accessed our services after a stay in hospital.
I am retired and got in touch with the team after I was taken to hospital and needed assistance with my money. My income kept going down and I didn’t know what to do as I needed help replacing things in my home due to a decrease in mobility.
The Money Matters team helped me with my Housing Benefit, Pension Credit and Attendance Allowance. They also got me a reduction in Council Tax to free up some income so I could purchase the new things I needed for my home. Calling the team really helped me. I was able to buy a new electric bed and a living room suite as the one I currently had was too big for me with my reduced mobility.
The team have been amazing. I couldn’t be more grateful to them for helping me, they couldn’t have done enough for me and have given me peace of mind. I recommend them to anyone!
Everyone’s circumstances are different so please get in contact with the team by calling 0300 303 9848, emailing rentfirst@wvht.co.uk or visiting www.wvht.co.uk/your-rent to see how we can help.
Eat well for less
Below are some ways to save money in your household.
Have you received your Universal Credit letter?
If you are migrating to Universal Credit, to continue receiving financial support, you must claim Universal Credit by the deadline date given in your letter. This is 3 months from the date the letter was sent. If you cannot claim Universal Credit by the deadline date, you should contact the Universal Credit Migration Notice helpline as soon as possible. You can call them for free on 0800 328 5644, for more information and to make your claim please visit www.gov.uk.
For concerns regarding Universal Credit migration, please contact the Rent Support team who are here to help by calling 0300 303 9848.
For more information visit www.wvht.co.uk/your-rent
Tenant Satisfaction Measures
Tenant Satisfaction Measures (TSM’s) cover a wide range of service areas such as repairs, neighbourhood satisfaction, key safety areas, communication and complaints.
These performance measures make sure:
• We know how our customers feel about us and how they feel we can improve.
• Customers can see how we are performing and can scrutinise our performance.
• We provide this information to our regulator (The Regulator of Social Housing) about how we are performing against the Regulatory Consumer Standards.
For more information please visit www.wvht.co.uk/performance-
To find out more about how we are performing, please visit www.wvht.co.uk/performance-. To speak to a member of our team about our services, please call 0300 303 9848.
For more information please visit www.wvht.co.uk/performance-
Everything you need to know about Social Value
Social Value is at the heart of everything we do as an organisation. We’re more than just a landlord - we’re committed to helping improve the communities where we live and work.
Each year, we team up with our contractors and suppliers to support local people and projects. As part of their contract with us, our contractors contribute to what’s called a Social Value fund. Donations can be by way of services, volunteering or adding to the fund. We then utilise this fund to give back to you and help your local area by supporting local initiatives, providing resources, and helping to make a positive difference in our communities
Here’s some recent examples of how Social Value has helped.
The Greenbank Hub - Greenbank Estate, Northwich
GBT Waste donated £200 to support warm hubs for children and young people, as well as help to fund weekly activities with an evening meal for families. GBT Waste also provided fencing to make the grounds more secure.
The Very Green Grocery - Lostock and Winsford
Wright Build provided kitchen fitters to support the Very Green Grocery’s community kitchens which are used for a community café and cooking lessons. Drainage Consultants also annually clear the drains of their two premises for free.
GGO Bungalow - Winsford
M&Y Maintenance and Construction kindly donated £250 to support children’s summer activities. They also gave £400 to the Very Green Grocery for supplies, including buying a toaster and a tea urn, as well as donated Christmas grotto prizes.
How you can apply for Social Value
You can apply for Social Value funding as an individual or an organisation to help with a project or personal progress. You can find more information about Social Value, including how to apply, by visiting www.wvht.co.uk/socialvalue or call the team on 0300 303 9848.
Individual Applications
Individuals can make an application to the fund for support to pay for things that can help to improve their life.
This includes support with:
• Training course costs and learning resources needed as part of your studies, including travel for studies (not covered by other funding streams or provisions).
• Uniform, tools, or equipment needed for work/new job.
• Support to set up a business (subject to a business plan).
• Support with transport to work (for a maximum of 6 weeks).
• Support to attend Further Education.
Please note, you must be a resident living in a Weaver Vale Housing Trust property. Successful grants will typically have a monetary value of up to £150, however this will depend on the nature of the request and will be assessed on a case-by-case basis.
We will aim to provide a decision within 28 working days of receipt of the application form, this time frame will be subject to staff resources and may change.
To apply for an individual Social Value fund scan the QR code.
Groups/Organisations Applications (for money or resources to fund their work.)
Groups can apply for a grant for an idea or project that would benefit their local communities. These groups will have to be in the neighbourhoods we serve.
Projects or activities could include:
• Supporting people to get online and access digital services.
• Creating opportunities for young people.
• Promoting health and wellbeing.
• Combating loneliness and social isolation.
• Projects that address poverty and food insecurity.
• Improving community spaces and facilities (both indoors and outdoors) in Weaver Vale Housing Trust neighbourhoods.
• Reducing/tackling anti-social behaviour.
• Encouraging community learning.
We anticipate the majority of funding requests from groups/organisations will be for materials and/or services delivered by our contractors, therefore there is no minimum or maximum value given to these requests.
To apply for a group Social Value fund scan the QR code.
To find out more visit www.wvht.co.uk/socialvalue Page 9
Repairs and My Account
We want to make sure your home is safe and everything is in working order. Sometimes emergencies happen and you need something fixed immediately. Here’s what to do if you need an emergency or standard repair.
Here is what is considered an emergency repair. We aim to fix these within 24 hours of reporting:
• A suspected gas or carbon monoxide leak. If this happens, please leave the house and call the National Gas Emergency number immediately on 0800 111 999.
• Loss of entire supply of electricity, and/or water and/or gas in your home.
• Loss of the entire heating provision in your home.
• Loss of hot water facilities in your home.
• Structural failures in your home.
• Your home is not secure/broken glazing to windows.
• Toilet is blocked and it’s the only one in the house.
• Main drain is blocked.
• Service lifts (including stair lifts) are not working.
• Communal door entry system is broken.
• Mains smoke detector and/or carbon monoxide (CO) detector is faulty.
You can report emergency repairs 24 hours a day, 7 days a week by calling us on 0300 303 9848. During busy times you may have to wait on hold. If you are unable to wait on hold you can select a callback. You can find out more about our repairs by visiting www.wvht.co.uk/repairs
The easiest ways to report repairs and manage your tenancy is with My Account
With My Account you can:
• Book repairs
• Pay your rent
• Sign up for direct debits
• See scheduled upgrades
• Report damp, mould and condensation in your home
• Plus lots more
Our My Account Repairs & Rent app can be used all day including evenings, weekends and bank holidays
Scan the QR code to get started!
Please note: If your repair is an emergency, please do not report this via Facebook or email is not monitored 24/7. Emergency repairs can be reported at any time by
How to apply for a Mutual Exchange
If your housing circumstances change, or you’d like to swap homes, you can apply for a Mutual Exchange.
A Mutual Exchange is where you swap your home with another Weaver Vale Housing Trust, Council or other Housing Association tenant. You take over the other person’s tenancy, under the same terms and conditions, and they take over yours.
Here’s how the proccess works:
• Find someone you would like to swap homes with. You can find properties via HomeSwapper by visiting www.homeswapper.co.uk or on local Facebook groups. Please note, these Facebook groups are not run by Weaver Vale and we cannot take responsibility for the content or information posted.
• Once you have found a property you like, and fully assessed each others homes, the process can begin.
• Both people will have to fill out a Mutual Exchange form, this will be through the swaps Housing Association if they are not already a Weaver Vale tenant. You can find the application form for swapping one of our homes by visiting www.wvht.co.uk/mutual-exchange.
• Once completed, email all forms to lettings@wvht.co.uk or post them to our offices: Rudheath Way, Gadbrook Park, Rudheath, Northwich, Cheshire, CW9 7LL.
Please note that you should not make any arrangements to move until you are given permission in writing.
When we receive your application and any supporting information one of our Lettings Advisors will contact you. We aim to give you a decision within 42 days of receiving all relevant information.
Our Lettings Team will help you through the exchange process and you will be assigned a Lettings Advisor who will work closely with you.
To find out more call 0300 303 9848, email lettings@wvht.co.uk or visit www.wvht.co.uk/mutual-exchange.
Begin your property search by visiting www.homeswapper.co.uk.
For information and to apply visit www.wvht.co.uk/mutual-exchange
Involvement opportunities at Weaver Vale
Feedback from our customers is important to us. Did you know there are lots of ways to get involved with us and give your feedback on our services?
Involvement opportunities include:
• Becoming a member of our Customer Assurance Team.
• Taking part in E-voice tenant surveys.
• Completing transactional Customer Satisfaction Surveys.
• Giving your feedback for our STAR Tracker Survey.
• Joining our Facebook Tenant group.
• Helping in our neighbourhood walkabouts.
Here’s what each Customer Assurance Group covers:
Neighbourhood Group
• Neighbourhood management.
• Anti-social behaviour.
• Ensuring the health & safety of residents.
• Tree & play area maintenance & inspections.
• Open space & grounds maintenance.
• Ensuring communal areas in flatted blocks are clean, safe & well maintained.
Empowerment Group
• Customer communication.
• Ensuring the customer voice influences services.
• Customer satisfaction feedback.
• Complaint feedback.
• Understanding customers needs.
• Treat all customers fairly and with respect.
• Transparency.
Join our feedback group by scanning the QR code or searching WVHT Customer Feedback Group on Facebook. Each month, every member who’s been active is entered into a prize draw to win a £25 voucher.
Home Group
• Quality of our repairs services & value for money.
• How homes meet the ‘Decent Homes Standard’.
• Home improvements.
• Building safety.
• Empty homes management.
• What we are doing to meet climate change targets and education.
• Being part of contractor interviews.
Tenancy Group
• Lettings, allocations and Mutual Exchanges.
• Tenancy sustainment.
• Tenancy agreements.
• Letting Empty Homes.
• New tenant visits & sign ups.
• Support and wellbeing services.
• Money Matters services.
How to get involved
We are seeking passionate individuals to join our Customer Assurance Team. This team plays a vital role in scrutinising and reviewing our services, ensuring they meet the needs and expectations of our customers.
As a member, you will:
• Scrutinise and review services and performance.
• Recommend service improvements and changes.
• Provide assurance to the Trust’s Board that we comply with regulatory consumer standards.
• Ensure customer feedback genuinely influences services, improvements, policies and strategies.
What’s in it for you?
By joining the Customer Assurance Team, you will:
• Ensure the Trust listens to customers when shaping the services we provide.
• Develop valuable skills in areas such as communication, analysis, and report writing.
• Receive support and training, enhancing your personal and professional growth.
• Choose your level of involvement, with flexible options to suit your lifestyle.
• Engage with like-minded individuals committed to making positive improvements.
You will be supported by a dedicated Customer Engagement Officer, ensuring you have the resources and guidance needed to succeed.
If you’re interested in joining the Customer Assurance Team, we invite you to attend our September event at our Gadbrook Offices for an informal chat to discuss the role.
For more information and to get involved call 0300 303 9848, email get.involved@wvht.co.uk or visit www.wvht.co.uk/getinvolved
Find out more by visiting www.wvht.co.uk/getinvolved
Out and About in our communities
We like to take the opportunity to get Out and About in our communities and speak to people, like you, about our services and how we can improve.
Once again this year, staff from Weaver Vale will be knocking on doors to say hi and to have a quick chat about your home and our services. We’ll knock on doors between 10am & 4pm, if you would like an appointment to see us, please email or call us to book a time on the day.
Our staff will be walking about from 10am - 4pm, if you spot them, say hello!
Please note, we won’t be able to visit every home on our walkabout list. If you would like us to knock on your door, book an appointment by calling 0300 303 9848 or email get.involved@wvht.co.uk.
You can find out more about our walkabouts as well as other services by visiting www.wvht.co.uk.
Find out more by visiting www.wvht.co.uk/walkabouts
14
Have fun but be respectful this summer
Summer often means parties and BBQ’s, plus lots of socialising. We want you to have fun, but please be respectful to your neighbours. By following these simple guidelines, we can make sure everyone has an enjoyable summer.
Clean up after yourself
Keep the music down
It is a myth that you can play music loudly up until 11pm. Persistently loud music at any time is classified as anti-social behaviour. Please be respectful and keep the volume down. If you are playing music, please don’t play it outside after 11pm and before 8am.
If you are having a picnic outside in our open spaces, please clear up after yourself and put rubbish in the bin. You may be also be having a summer clear out, please make sure to discard of your waste properly and don’t flytip. You can report flytipping near you by visiting www.gov.uk/report-flytipping
Be aware of your behaviour
Let your neighbours know
If you are planning to have a party or a loud gathering, it’s a good idea to let your neighbours know ahead of time. Usually most anti-social behaviour can be solved through a simple conversation. Letting your neighbours know about parties beforehand is polite and allows them to make plans if yours might affect them.
Everyone has the right to feel safe in their local area and places they visit. Please be aware of how you are acting and who might be watching, we don’t want anyone to feel uncomfortable due to drunken or rowdy behaviour.
If you are worried about anti-social behaviour in your area, visit www.wvht.co.uk/anti-social-behaviour to find out how we tackle ASB and to make a report.
Find out more by visiting www.wvht.co.uk/anti-social-behaviour
15
Stay fire safe this summer
Your safety is our priority. Look after yourself and your home this summer by following these fire safety tips.
Keep safe when you use a BBQ
• Make sure the area around a BBQ is clear of rubbish.
• Never leave a BBQ unattended and ensure the BBQ is completely extinguished after use.
• Clean BBQ’s after every use.
• Do not put flammable liquid on a BBQ.
• Never use them indoors or on balconies.
Hot tubs can be dangerous, stay alert when you use them
• Follow all manufacturing instructions on hot tubs or similar appliances.
• Permissions may be required for a hot tub so please double check.
• Do not overload any plug sockets.
• Keep water away from electrical outlets.
• Only use electrical goods with CE marks.
• If you see smoke, sparks, or faulty wires, stop using the electrical goods immediately.
Always pay attention around fires
• Keep all escape routes clear in case of an emergency.
• Always know where your nearest emergency exit is.
• Keep children away from fires and anything flammable.
• Don’t burn any household waste.
• Don’t set fires or have BBQ’s on public land.
In the event of an emergency, call 999 and leave the building immediately.
For more information about fire safety, check out these places below.
To speak
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How we keep your home safe
We regularly test the gas appliances, smoke detectors and carbon monoxide detectors within your home to ensure that you, your family, and your home are safe
Gas safety
We complete an annual gas service within your home annually, which includes checking your smoke and Carbon Monoxide detection. We service all boilers and fires whilst visually inspecting cookers as part of this. The service takes less than an hour and helps to keep you and your home safe. Please make sure you let us in to complete these important safety checks.
Fire detection
All of our homes have multiple fire detectors. It’s important these are in correct working order to alert you should an incident occur.
Please:
• Don’t tamper with fire detectors.
• Don’t paint over fire detectors.
• Test them regularly (Cheshire Fire & Rescue recommend ‘Test it Tuesday’s’).
If your fire detectors are not working correctly, alert us immediately and we will repair them.
Carbon Monoxide detectors.
As well as fire detectors, all our homes have Carbon Monoxide detectors where they are required. Carbon Monoxide (CO) is a poisonous gas, which has no taste, colour, or smell. It can make you seriously ill.
Know the signs of Carbon Monoxide poisoning.
Whilst it is incredibly rare with properly working appliances and detectors, it’s important for you to know the signs of CO poisoning. If any of these apply to you, get medical advice as soon as possible. Contact the NHS 111 service if you suspect CO poisoning and report it to our team.
For more information, or to report faulty gas appliances, smoke detectors or Carbon Monoxide detectors, visit www.wvht.co.uk/gas-servicing, call 0300 303 9848 or email enquiries@wvht.co.uk.
Find out more by visiting www.wvht.co.uk/gas-servicing
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What is damp, mould and condensation?
Despite the warmer weather, it’s important to stay aware of what damp, mould and condensation is to prevent a build-up in your home.
Here’s how to spot the signs of damp, mould and condensation in your home.
What is condensation?
Condensation happens when excess moisture in the air comes into contact with a cold surface, such as a window or a cold wall. If your home is not well ventilated or heated adequately then the moisture tends to condense on walls or windowsills.
What is damp?
Damp is moisture or humidity of the walls inside homes that does not dry out. This could be because of insufficient air circulation or because of a continued source of moisture, either inside or outside the property.
What is mould?
Mould is a fungus that grows when there’s too much moisture in the air which creates damp and wet conditions.
What does condensation look like?
Condensation looks like water droplets, or wet, around windows, glass or colder surfaces. If you spot this, wipe it dry to help prevent damp and mould. This is especially important in the colder winter months.
What does damp look like?
Damp usually looks wet or appears as discolouration on walls and ceilings. If you see signs of damp, please report this to us.
What does mould look like?
Mould is usually black or dark green in appearance and grows around damp areas such as windows but can also be visible on ceilings and walls, and often behind furniture too. If you spot mould, please report it to us.
We take damp, mould and condensation very seriously, if you spot any in your home, report it immediately by visiting www.wvht.co.uk/dampmouldcondensation, calling 0300 303 9848 (Option 2 Repairs, then Option 3 Damp) or emailing enquiries@wvht.co.uk. You can also report damp, mould and condensation via the My Account app, visit myaccount.wvht.co.uk to get started.
Find out more by visiting www.wvht.co.uk/dampmouldcondensation
About Your Home magazine and Weaver Vale
Did you know, Your Home magazine is designed entirely by our Communications Team at Weaver Vale? From writing articles, taking photos and designing the pages, everything you’ve read today has been made in-house. We do this to keep the cost of this magazine low so we can support you in other ways. We also use a local printers in Northwich to print and deliver this magazine, making sure we help support local businesses.
Here are some other facts about Weaver Vale you might not know!
• We have approximately 6,600 homes, all over Cheshire and Warrington. Including Northwich, Winsford and their surrounding villages, Warrington, Macclesfield, Helsby and Frodsham.
• Our head office is in Gadbrook Park, Northwich.
• We employ approximately 320 members of staff spread across our office and trades teams.
• Our Customer Hub are the team who answer your calls. There are 25 members and every year they take over 75,000 calls and answer over 60,000 emails.
• We have a fleet of 80 vans. We are currently trialing electric vans to support our goal of becoming a more environmentally friendly company.
• We send an email to over 5,400 people every month with useful information and services. If you haven’t received it, please email enquiries@wvht.co.uk to be added to the mailing list.
You can find out more about us and the services we provide by visiting www.wvht.co.uk. You can also call us on 0300 303 9848, email enquiries@wvht.co.uk, or visit our office at Gadbrook Point, Rudheath Way, Northwich, Cheshire, CW9 7LL.
You can keep up to date with us by following our Facebook page at Weaver Vale Housing Trust.
For information about us visit www.wvht.co.uk
Pop the kettle on
Take a break and have a brew with this word search and sudokus. There is one extra word in the word search below, if you find it, message our socials and you could win a £20 Amazon gift voucher. You can also return the wordsearch to our freepost address FREEPOST WVHT to enter. Competition closes 1st September 2025
www.wvht.co.uk
www.facebook.com/WeaverVale
Find the 14* words below:
Summer
Ice lolly
Walking
Swimming Flowers BBQ Beach Shorts Tan Picnic Sunny Sunglasses Holiday Parties (*1 extra hidden)
