Homes + People, winter 2017 18

homes & people Bringing you all the news that matters to you

Brook Street in bloom thanks to local children - see page 4

www.yhn.org.uk

January/February 2018

Emergency contacts Housing Anti-Social Behaviour and Enforcement (team (HASBET) ASB can take many different forms, ranging from threatening behaviour and hate crime to loud music to untidy gardens. Don’t suffer in silence, report now to our dedicated officers on 0191 278 8740.

Repairs and Maintenance service YHN is jointly responsible with you for looking after your home. We rely on you to inform us of repairs as soon as possible so that work can be arranged. To report a repair call 0191 278 7878 or text “FIX” to 80800. For emergency repairs outside of opening hours email repairs@newcastle.gov.uk Housing Options Centre To speak to someone about applying for a new home, contact us on 0191 277 2020.

Housing Advice Centre If you need housing advice, are at immediate risk of homelessness or are homeless and have nowhere to stay please contact the Housing Advice Centre on 0191 277 1711 or visit us at 112 Pilgrim St, Newcastle NE1 6SQ.

Income If you’ve made a claim for Universal Credit, want to make a rent payment, set up a Direct Debit, need some budgeting help or have any queries about your rent account call your income officer on 0191 278 8600.

Envirocall We are your single point of contact for environmental services delivered within Newcastle. This includes things like reporting fly tipping, street cleaning, rubbish and recycling, planting and vandalism. Call us at Newcastle City Council on 0191 278 7878 or report and track online at www.newcastle.gov.uk My Leasehold YHN manage properties that were sold under the Right to Buy on a leasehold basis. If you are a leaseholder and have any queries call us on 0191 278 7725 or email us at leasehold@yhn.org.uk My Concierge We provide Council tenants and leaseholders and Byker Community Trust tenants living in flats across Newcastle with a Concierge service that includes things from building cleaning to a response service. To contact your concierge service call 0191 278 8600.

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This information is also available in easy Right to Buy 这是有关租客有权购买他们的市政房屋的信息。如果您需要此信息的普通话版本或其它语言版本，请致 GB Z_¨ nj Avgv‡`i †jwUs mvwf©m( fvov welqK) m¤^‡Ü| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq cÖ ‡qvRb nq YCH Repairs 這是關於如何要求維修您住房的信息。如果您需要此信息的廣東話版本或其它語言版本，請致電 read, large print, and audio tape. We can also arrange for you to see a British Sign Language interpreter. 0191 电Braille 0191 索取。 Zvn‡j GB278 bv¤^8633 v‡i †dvb Ki“b- 0191 278 8633 278 8633 索取。 Tenancy 这是有关您作为纽卡斯尔市政租客所需要承担的责任的信息。如果您需要此信息的普通话版本或其它语 Newcastle Furniture informations concernent le service « mobilier de Your Homes qui fournit du mobilier GB Z_¨ nj BDi †nvgm wbDK¨vmj mg‡Ü| Ges Avgiv » wKfv‡e `vwqZ¡ cvjb Newcastle, KiwQ †m mg‡Ü| BDi †nvgm wbDK¨vmj, YHN + Ces Rightgeneral/Homes to Buy 這是關於租客有權購買他們的市政房屋的信息。如果您需要此信息的廣東話版本或其它語言版本，請致 言版本，请致电 0191 8633 索取。 dans leur logement. Si vous avez besoin de ces service aux locataires pour les278 aider àKvDw݇ji s’installer wbDK¨vmj wmwU8633 KvDw݇ji c‡¶ Ni evox e¨e¯’vcbvi `vwqZ¡cÖvß| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb People 電 0191 278 索取。 YCH 这是有关我们的出租服务的信息。如果您需要此信息的普通话版本或其它语言版本，请致电 0191 278 informations oubv¤^ dans une autre téléphonez 0191 278 8600 fvlvq cÖ‡qvRben nqfrançais Zvn‡j GB v‡i †dvb Ki“b- langue, 0191 8633 au : 0191 278 8633.

Tenancy 這是關於您作為紐卡素市政府租客所需要承擔的責任的信息。如果您需要此信息的廣東話版本或其它語 8633informations 索取。 Rent Ces concernent votre loyer. Si vous avez besoin de ces informations en français ou YHN general / Homes + dans 这是有关代表纽卡斯尔市政府（Newcastle City Council）负责管理市政房屋的 Your Homes Newcastle 言版本，請致電 0191 278 8633 索取。 une autre langue, téléphonez au : 0191 278 8633.

People （您的纽卡斯尔住房）组织的信息，内容解释了我们是如何运作。如果您需要此信息的普通话版本或其 Repairs Ces informations concernent les demandes de travaux pour votre logement. Si vous avez 0191 besoin de YCH 這是關於我們的出租服務的信息。如果您需要此信息的廣東話版本或其它語言版本，請致電 278 它语言版本，请致电 0191 278 ces en français ou8633 dans索取。 une autre langue, téléphonez au : 0191 278 8633.

8633informations 索取。 Right to Buy / Homes + Ces informations concernent les droits des locataires relatifs à l’acquisition de leur logement social.

YHN general 這是關於 Your Homes Newcastle（您的紐卡素住房）機構的信息，內容解釋了我們代表紐卡素市政府 Si vous avez besoin de ces informations en français ou dans une autre langue, téléphonez au : People （Newcastle City Council）負責管理市政房屋以及如何運作。如果您需要此信息的廣東話版本或其它 0191 278 8633. 語言版本，請致電 0191 278 8633 索取。 @ói@óäb îŠbïäaŒ@ãó÷@m‹ Šòì@óÜ@çbmŒóyŠó ó÷ @NóäbmóØòìíäb‚@ñòìó䆋ÙØbš@üi@ðîŒaí‚a†@ðmóïäüš@ói@pòŠbió@óäbîŠbïäaŒ@ãó÷ Tenancy Ces informations concernent vos responsabilités en tant que locataire de la municipalité de Repairs HN general / Homes + Nç‹i@ñ‡äòí—q@ 0191 278 8633 @ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ@Šóè@bî@ñ†ŠíØ@ðäbàŒ Si vous de‫آن‬ ces informations en‫در‬français dans une‫درﺑﺎره‬ autre‫اﻃﻼﻋﺎت‬ langue, ،Newcastle. ‫ﺷﻬﺮدارى ﻧﻴﻮﻛﺎﺳﻞ‬ ‫از ﺳﻮى‬avez ‫ﺳﺎزﻣﺎن‬besoin ‫ اﻳﻦ‬.‫اﺳﺖ‬ ‫ﻋﻤﻠﻜﺮد‬ ‫ﻧﯿﻮﮐﺎﺳﻞ« و‬ ‫ﻫﺎى ﺷﻤﺎ‬ou ‫ﺧﺎﻧﻪ‬ » ‫ﺳﺎزﻣﺎن‬ ‫اﻳﻦ‬ eople téléphonez au :‫ﻫﺎى‬ 0191 8633. @ói@óäbîŠbïäaŒ@ãó÷@m‹ Šòì@óÜ@çbmŒóyŠó ó÷ @NòŠb’@ñaŠü’@ðäbØòìíäb‚@î ‹Ø@üi@çbåï“å–‹Ø@Àbà@ói@pòŠbió@óäbîŠbïäaŒ@ãó÷ ‫دﻳﮕﺮ ﺑﺎ ﺷﻤﺎره ﺗﻠﻔﻦ‬ ‫ زﺑﺎن‬278 ‫ ﻳﺎ‬língua, ‫ﻓﺎرﺳﻰ‬ ‫زﺑﺎن‬ ‫اﻃﻼﻋﺎت ﺑﻪ‬ ‫ﻧﻴﺎز ﺑﻪ‬o‫ﺻﻮرت‬ .‫دارد‬ ‫ﻣﺴﺌﻮﻟﻴﺖ اداره ﺧﺎﻧﻪﻫﺎى دوﻟﺘﻰ را ﺑﻪ ﻋﻬﺪه‬ <português> ou noutra queira ligar‫اﻳﻦ‬ para 0191 ‫در‬ 278 8633.

Right to Buy YCH Ces informations concernent notre service location. @óîóè@óÙî†@ðÙ—äbàŒ@Šóè@bî@ñ†ŠíØ@ðäbàŒ Si vous avez besoin de ces278 informations en Nç‹i@ñ‡äòí—q@ 278 8633de .‫ﺑﮕﻴﺮﻳﺪ‬ ‫ﺗﻤﺎس‬ ٠١٩١٢٧٨٨۶٣٣ 0191 8600 Rent Esta informação refere-se à sua0191 renda.

Se @ðäüÑïÝm@òŠbàˆ@ói precisar desta informação em <português> ou noutra françaisqueira ou dans une autre langue, au : 0191 278 8633. @m‹ Šòì@óÜ@çbmŒóyŠó ó÷ @Npara óîa‡Ý—bØüïä@óÜ@Šb’@ñaŠü’@ðÙ—åï“å–‹Ø@íØòì@òí—÷@ðäbØóïmóîb‹qŠói@ói@pòŠbió@óäbîŠbïäaŒ@ãó÷ língua, ligar o 0191 278téléphonez 8633.

Tenancy YHN general / Homes + Esta Ces informations concernent Your Homes Newcastleem : qui chargé gérer les logements sociaux Repairs informação refere-se ao8633 pedido de reparações suaest casa.

Se de precisar desta informação em Nç‹i@ñ‡äòí— q@0191 278 @ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ@Šóè@bî@ñ†ŠíØ@ðäbàŒ@ói@óäbîŠbïäaŒ@ãó÷ People au nom de ðäbàŒ@ la ou municipalité de Newcastle et para comment nous procédons.

Si vous avez <português> noutra queira ligar o 0191 278 8633. ói@ pòŠbió@ @Šóè@ bî@ ñ†ŠíØ@ ói@ óäbîŠbïäaŒ@língua, ãó÷@ m‹ Šòì@ óÜ@ çbmŒóyŠó ó÷ @ Nóîóá—÷@ ð–‹Ø@ ðäbØómóà‚@ óäbîŠbïäaŒ@ ãó÷ besoin de ces Right to Buy YCH Esta informação refere-se direito os langue, inquilinos têm de comprar a sua social. Se informations en français ouao dans uneque autre téléphonez au : 0191 278habitação 8633.

Nç‹i@ñ‡äòí—q@0191 278 8633@ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ

0191 278 8455 0191 277 1484

Right to Buy Rent

Tenancy YCH

YHN general / Homes + People

Repairs

YHN general / Homes +

People Right to Buy

Tenancy YCH YHN general / Homes + People

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precisar desta informação em <português> ou noutra língua, queira ligar para o 0191 278 8633. @òìóÝ—bØüïä@ñŠb’@ñaŠü’@çóîý@óÜ@óØ@óîóØó䆋؊bØ@ðmóïäüš@ì@ Your Homes Newcastle @ói@pòŠbió@óäbîŠbïäaŒ@ãó÷ Esta informação refere-se às suas responsabilidades como inquilino social em Newcastle. Se precisar desta informação em <português> ou noutra língua, queira ligar para o 0191 278 8633. @ðäbàŒ@ói@óäbîŠbïäaŒ@ãó÷@m‹ Šòì@óÜ@çbmŒóyŠó ó÷ @NpbÙi@ðmóîaŠóiòí–Šói@Šb’@ñaŠü’@ðäbØòìíäb‚@óØ@òìaŠ‡—q@ñòìó÷@ðØŠó÷ idioma, llame al 0191 278 8633.

Esta informação refere-seNç‹ ao serviço0191 de 278 arrendamento.

Se precisar desta informação em i@ñ‡äòí—q@ 8633@ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ@Šóè@bî@ñ†ŠíØ 8600 Ésta es información sobre cómo pedir quepara se realicen reparaciones en su casa. Si necesita esta <português> ou noutra língua, queira ligar o 0191 278 8633.

Esta informação refere-se a organização información en español oà enYour otroHomes idioma,Newcastle, llame al 0191 278 8633. responsável pela gestão da habitação social em nome e a anossa situação actual. municipal.

Se precisarSidesta Ésta es información sobredo losMunicípio derechosde deNewcastle, los inquilinos comprar su vivienda necesita informação em <português> noutra para278 o 0191 278 8633. esta información en españolou o en otro língua, idioma,queira llame ligar al 0191 8633.

Ésta es información sobre sus responsabilidades como inquilino municipal de Newcastle. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633. Ésta es información sobre 0191 278nuestro 8600. servicio de adjudicación. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633. Ésta es información sobre Your Homes de Newcastle, que es la responsable de gestionar las viviendas municipales en nombre del Ayuntamiento de Newcastle, y sobre nuestra manera de hacerlo. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633.

Your Homes Newcastle Limited.

Registered in England and Wales.

Registration number 5076256.

Registered office: Newcastle Civic Centre, Barras Bridge, Newcastle upon Tyne, NE1 8PR. A company controlled

by Newcastle City Council.

Follow us on Facebook.

Search Your Homes newcastle Follow us on Twitter: @NewsfromYHN Designed by: barkingdog design and layout.

Printed by: Mosaic Print Management Plc

Introducing our new Customer Service Committee We wanted our Board to be more in touch with how our customers experience our service so we’ve set up a new Customer Services Committee, which is made up of tenants and chaired by a tenant.

The role of the Committee is to ensure that customers’ voices are heard at the highest level within YHN. The committee will directly influence the way we deliver services and will ensure that the views and priorities of customers are at the heart of what we do.

We have recruited nine tenants to the Committee so far who each bring a wide range of skills from their employment or voluntary roles.

Newcastle is a diverse city and we were keen for the committee to reflect the communities we work with, so we are particularly pleased that the new group is very representative and is made up of customers from all parts of the City.

The group had their first meeting in December and they fed into and endorsed YHN’s Customer Insight and Engagement Strategy. They’ve also already met the Housing Minister and taken part in a National Tenant Panel Conference in York – so it’s been a very strong start!

The Committee has an ambitious workload ahead and will report back to our Board on any issues of concern and will identify opportunities for insight for or from Board discussion.

Hello everyone, As we start a new year I’d like to take this opportunity to wish you all the very best for 2018.

Last year saw the spotlight shone on social housing across the country and in 2018 we plan to continue working with residents to address important issues like building safety, value for money, and access to housing. Your feedback is helping to make the most of investment across the city, particularly in enhanced safety measures and building improvements.

Last year also saw us get to grips with how we can improve the overall service we provide to you.

You told us that our services could be quicker, more responsive, and available online and we completely agree. We think that we need to reorganise behind the scenes to make your vision of a modern housing service a reality. At the heart of it all is an ongoing conversation, and in this newsletter we’ve explained how tenant views are shaping and influencing, better than ever, how YHN does business.

Over the next few months, please take any opportunity to tell us what you think the changes we’re making will mean for you - your views, as ever, are welcomed and appreciated.

Finally, we’ve had some good news to start the year. Jo Boaden, who is the current Chair of the Board of YHN, was awarded a CBE in the New Year honours list in recognition of her services to housing providers in the north of England.

Jo joined us in September and has already brought further vitality and wisdom to our Board.

Congratulations Jo! Happy new year to you all, Tina Drury Managing Director, Your Homes Newcastle

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Brook Street in bloom thanks to local children A community garden in Walker will be blooming marvellous this spring thanks to the hard work of some children who use the John Boste youth centre.

Several children worked with staff from YHN and Newcastle City Council to learn valuable lessons about the environment and the legacy we leave for others depending on how we treat it.

They also decorated bird boxes and wooden spoons which were later given as gifts to Betty McMurchie and Nora Wallace, who manage the community garden they both look out onto in nearby Brook Street.

Good friends Betty and Nora get a lot of joy from working on and spending time in the communal garden together, and regularly sit there until 10pm in the summer to “have a natter - we’ve got lots to talk about; we’ve both got 80 odd years to draw on!”

The lessons around legacy certainly seem to have gotten through, as Betty said: “I think the children have done a fantastic job. Usually when you make something you make it and that’s that, but their work will bring enjoyment for years to come – it has a legacy then and that’s really special.”

Independent Living

Nora agrees that the children have created something that will bring lots of enjoyment; “We knew the kids were working on something but we had to see what they’d done to know how good they were. “We previously had a nesting bird in the garden and we’re hoping to get another, so we absolutely love bird boxes.

“The garden will be beautiful when it’s in full bloom later this year, we’ve planted lots ourselves through what I call ‘sitting down gardening’ and we’ve also had some help from the council. We’re looking forward to geraniums, petunias, dahlias, daffodils, bluebells and crocuses in the spring but, in the meantime, it’s so lovely to have the colourful bird boxes and spoons brightening up the garden!”

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Request a free information pack or book your free no obligation consultation now. contactus@ostara.org.uk 0191 277 7470

SIFTing through our services Scrutiny Involvement for Tenants (SIFT) is a group of customers that has recently been working with YHN and Newcastle City Council to look at how anti-social behaviour cases are handled.

Following a recent exercise, SIFT gave us 10 recommendations about how our service could be improved. This included developing action plans with victims so they know exactly how their case will be handled and carrying out a satisfaction survey with victims after their case is closed.

The exercise included a survey of tenants who

have been affected by anti-social behaviour, interviews with YHN staff and looking at case files to see what action is taken to resolve cases.

Working with SIFT has been a positive and useful experience for YHN. Tenant-led scrutiny of our services like this will help us improve services for our customers.

What next for SIFT? SIFT will be looking at other YHN services over the year - if you would like to take part in an investigation and become part of SIFT contact Gwen Smith from Newcastle’s City Council’s Fairer Housing Unit on 0191 277 1456 or email gwen.smith@newcastle.gov.uk.

New Year – New Healthy You? Did you make a New Year resolution to become healthier in 2018? If it’s proving to be a bit of a struggle there is help and support out there.

There is plenty of free, friendly, advice and support available locally to help you stop smoking. Why not drop into one of the many free stop smoking sessions run by the Newcastle Stop Smoking Service? Call 0191 269 1103 today to find out where your nearest service is or look up their page on the Council’s website. If you combine stop smoking aids (patches, gum, e-cigarettes) with face-to-face support you are up to four times more likely to quit successfully!

If you’re trying to lose weight, why not join celebrity chef and campaigner Hugh Fearnley-Whittingstall, who has been trying to help the city to collectively lose 100,000lbs together. The campaign is well on its way to reaching the target but there’s still plenty of opportunities to get involved. To find out more go to www.newcastlecan.com.

And Dry January challenges people to put the excesses of the festive period behind them, stay on the wagon through January, and start the New Year with a fresh, healthy approach.

Go to https://www.alcoholconcern.org.uk/dry-january to sign up or find out more.

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Jobs and training round up We have a team of people dedicated to helping our customers into work and also work in partnership with a number of other organisations to provide opportunities.

Please contact the team for more information on any of the things below via e-mail to employabilityteam@yhn.org.uk or by phone on 0191 277 3667.

Hives of activity

Jobs fair success

We have two learning hives that are in place to support local people into work.

We held a really successful jobs fair in December with around 50 stall holders present to talk to over 200 customers who came along. But you don’t have to take our word for it – see what our customers thought below!

Walker Hive is open every Monday, Wednesday and Friday and Galafield Hive in Newbiggin Hall is open every Wednesday and Thursday. The friendly, welcoming staff in the Hives can provide 1-2-1 support with things like job searching and CV writing and they also have regular classes that you can attend if you would like to improve your English or Maths.

Both Hives are fully kitted out with computer and internet facilities so you can search on your own or get some help from the staff who are on hand.

The Hive is a great way to learn something new, develop your skills, gain some qualifications and take a positive step into work!

Richard Willford said “it was great to speak to so many potential employers”

Apprenticeships We’ll be recruiting even more apprentices in the new year with roles in various areas, including business, ICT, and gardening available.

Eileen Gray said “YHN and the other employers were very helpful and informative. I joined a few agencies and signed up with a few companies.”

Time to talk about concierge Our concierge team provides cleaning, safety and response services to blocks of flats across Newcastle 24 hours a day, every day of the year.

Those of you who receive the service pay a charge for it on top of your rent so we know it has to be value for money, fit for purpose and worthwhile. To make sure it is, we’re taking a look at how the service is currently delivered and thinking about what customers will need from it in the future too.

To help us, we want to hear from you. From the start of the year, we’ll be writing to concierge customers to invite you to attend a ‘talk about concierge’ information roadshow and sharing information on our website and social media pages. Look out for this and don’t miss your opportunity to have your say about your service.

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Kim Smith was over the moon and said “I got myself a job interview”

£25 prize wordsearch You must complete the puzzle which contains words found throughout the newsletter.

All the words appear in the 2 articles that show two of the new ways you are helping us transform YHN – our Customer Service Committee (page 3) and the Scrutiny Involvement for Tenants group (page 5).

But – one of the answers is missing. To enter the competition all you need to do is identify which word is NOT in the wordsearch then text or email us your answer. Good luck!

H P R C Y X H Y M E S I C C G E N S Q Y O E E H N H X U W N W C J N K T K T R Y P I N P C E E S Y U D G U I A H W R T R E B E Q I I T U G A Z M K E F U E R E M O E V G R V H G M X S J R P I W C S P A T H Z Q C E S I U C J E A N D U E S

R T V P W M L R

S X N M X H Q Y W N P D I P R E Z E M C S T R A T E G Y T H U M F N I M E I D J T V Q W K M C A R P M T E O H O U S I N G M I N I S T E R O C T J T R G L D T O F C E F E I E L C S J W K Q M Q U J V R I S X C V P E U Z D E Y T T N F V X P K W J I E E C B X T V S I O I Q E O B W R W O Z Q U E D X Z C C S T N A N E T K J V Z C W D T B E H B N D W Y E R E L Q N S E I T I R O I R P H Q X L H L D B

Committee

Insight

Strategy

Customer

Priorities

Tenants

Engagement

Representative

Views

Experience

Scrutiny

Voices

Housing Minister

Service

YHN Board

Send the missing word along with your name and address to: Email: communicationsteam@yhn.org.uk Text: 07815 784 037

By Friday 26th January 2018. Congratulations to Ian Watson from Walker who won the July issue competition and Maureen Atkinson from Shieldfield who won the October issue completion.

Please note: competitions are only open to tenants and leaseholders with no rent arrears.

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I need some help with…

My money - Advice and Support team 0191 277 1144 Whether it’s help with money management, budgeting, benefit changes, paying your rent, or paying off debts, don’t worry in silence. Call us today or speak to your local tenancy and estates officer who can refer you if you prefer.

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Getting a job – Employability team 0191 277 3667 employabilityteam@yhn.org.uk We offer paid work-based training to unemployed customers. We also offer apprenticeships and a range of employment advice.

My energy use – Energy for the Future team 0191 278 3842 energy@yhn.org.uk Making a few changes in your home could reduce your energy bills.

Call us for more info or to arrange a home visit.

My garden – Garden Care service 0191 278 8600 gardencare@yhn.org.uk We can help keep your garden tidy, from one off jobs to regular maintenance. You might not even have to pay for this service if you are receiving certain benefits.

Getting online – help, guidance and training 0191 278 8600 Whether it’s the first time you’ve switched on a computer or you’re worried about dipping your toe into online surfing, we can help. Visit our website page www.yhn.org.uk/i-need-support/help-to-get-online/ for more information.

Getting involved - Customer Involvement 0191 278 8600 getinvolved@yhn.org.uk By being involved you can help shape the decisions that affect you, your home and your community. To find out what we are talking to customers about and how you can give your feedback and share your views please get in touch.

Living independently and finding my feet - Young Peoples’ Service 0191 277 1190 youngpeoplesservice@yhn.org.uk We support young people, aged 16-25 years old, in Newcastle by helping them to find accommodation and providing the advice and support they need to live independently.

Living safely, remaining independent - Ostara 0191 277 7470 contactus@ostara.org.uk Our 24hr response and support service enables you to live safely and independently in your own home. We provide alarm equipment such as pendant alarms and fall detectors that will alert the 24hr response centre if you fall, feel unsafe or unwell at home.

Your Time Your Space

Living safely, remaining independent – Sheltered Schemes 0191 278 8585 shelteredhousingservice@yhn.org.uk We manage 24 sheltered developments across the city. If you are looking to live independently within a safe and secure environment, we can help.

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