4pp Accent News - North East _ July 2014_Newsletter 24/06/2014 09:18 Page 1
North East
JUL LY 2014 JULY
Personal, Modern and Better – it’s now six months since we launched our new service, we’ve achieved a lot in that time, but we’re not finished yet… Our notable successes include: 4
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Launching our national repairs contact centre – it deals with over 1,200 repair requests per week. Your satisfaction with the service remains at 90%. Launching our five local contact centres – on average each centre deals with around 500 calls per week, taking less than ten seconds to answer each call. Launching our new staff structure – with patch based housing officers and home ownership officers providing local information (see page 3). Recruiting residents to our local customer services committees – to scrutinise our service standards and performance that matters to you. A new user-friendly website – we expect to add more useful functions early in 2015.
Our long term focus is to become a first class landlord, and your feedback is helping us to achieve this goal. Our 2013 survey results provided us with excellent feedback and lots to think about. From the results, we have, with residents, developed a set of local action plans which have identified the key areas for improvement for each region. In our next issue… Look out for our annual performance report and a survey to find out what you think of Accent News.
01. Repairs 2. ASB 3. Arrears 04. Complaints
Many of you pay your rent by standing order, cash at offices, swipe cards and internet payments, but here are some alternatives, our aim is to give you choice and convenience… Allpay App: Make payments from your phone or tablet by downloading the Allpay App which is available on Apple, Windows and Android devices. You will need an Allpay swipecard and bank account, if you need an Allpay card, call us on 0345 678 0573.
0345 678 0573
“At last. An App that helps me pay my bills.”
Allpay hotline: If you have an Allpay card, but prefer to pay over the phone, call the automated hotline on 0844 557 8321. Callpay: You can call us on 0345 678 0573 and pay with your credit or debit card.
middlesbrough@accentgroup.org
Direct Debit: The most convenient way to pay. We offer paperless Direct Debits without forms. If you’d like to set one up, call us on 0345 678 0573.
www.accentgroup.org
4pp Accent News - North East _ July 2014_Newsletter 07/07/2014 09:20 Page 2
Do you want to be Moneywise? Sign up today and we’ll give you £10 to get started! Accent North East is working with Moneywise Community Finance to offer you the chance to save and borrow money. Open an account today – with no credit checks! Moneywise operates throughout Hartlepool, Tees Valley, East Durham and North Yorkshire. Whether you want to save for Christmas, a holiday, college fees, school uniforms or something for your home, you can borrow money with low interest rates and without hidden fees. A typical loan rate with Moneywise is just 1% per month and you can join the scheme with just £1. Sign up today and you can also access lots of other benefits, including a prepaid Visa Debit card, Christmas club accounts, free employment and money management courses, income protection
and home insurance. You will also have 24-hour access to your money with a Chip & PIN secured card. We can also help you manage your account and your money. For every Accent resident who opens a Moneywise account, we will deposit £10 and cover the opening and membership costs to get you started! For more information please contact us on 0345 678 0573 or email middlesbrough@accentgroup.org. Moneywise is regulated by the Financial Services Authority.
To download a Moneywise application form please visit the North East Get Involved page on our website: www.accentgroup.org/get-involved/accent-north-east
You can help Accent to make a difference…
YOUR COMMUN ITY
NEEDS YOU!
Become an Accent Advocate or Social Entrepreneur // Set up a Resident Action Group // Scrutinise our services // Take part in our Make a Difference Days (MADD)
Interested? Then contact our Resident Engagement Officer Katie Jamieson for more details. Or let us know if you would like to take part in the following training FREE for Accent residents... • Money Management & Employability Skills – Register your place today! • ‘Becoming a Community Champion’ Training – 2nd September 2014 Plus… Money courses will be held at our Middlesbrough and Blackhall offices throughout 2014 and 2015!
0345 678 0573
middlesbrough@accentgroup.org
www.accentgroup.org
4pp Accent News - North East _ July 2014_Newsletter 24/06/2014 09:18 Page 4
Residents’ Panel Update by Wendy Dyer, Panel Chair
Members of the Accent Residents’ Panel met in Peterborough in late May. We discussed Accent’s annual reports to residents and value for money. In the annual report, Accent will include details of performance against the standards set by the Homes and Communities Agency (HCA). The reports will also set out Accent’s plans to improve performance where needed. This won’t be just what Accent thinks – they will be asking residents to help them make those decisions. They want to be ‘open and honest’ about their business, and give you the personal, modern and better service they’ve promised.
Panel members also looked at how Accent has delivered better value for money services. Value for money is not just about cost, it’s about making the most of the money they have and spending it in a way that benefits the most residents. Last year, Accent made some major changes to its business and how it delivers its services. It now has a simpler structure, and will save £1.75M per year which will be reinvested in the areas where it is needed the most on things like new kitchens and windows.
Residents’ Communications Panel
New Customer Leaflets
Members of our new resident communications panel will review and edit our documents to make sure they are easy for you to read and understand. Members will be looking at quite a lot over the next few months, including our new customer leaflets, our annual performance reports (due out in October), and future copies of this newsletter. We’ll keep you updated on what the panel is looking at.
We are currently re-writing all our customer leaflets and you will soon be able to view and download them from our website. As a value for money initiative, we don’t plan to print lots of them. If you are not on the internet, please visit one of our offices or ring your local contact centre and they will download and print copies for you.
Please use 0345 to call! Our numbers start with 0345, but some of you still use 0845 to call us. You’ll still get through but it costs you more from a mobile. 0345 numbers are often included in ‘free’ or minutes bundles.
Stay in touch! Address: 202 Linthorpe Road Middlesbrough TS1 3QW
Telephone: 0345 678 0573 Email: middlesbrough@accentgroup.org Website: www.accentgroup.org
making a difference… improving homes, communities and lives
Social media: /accentmb @accentmb
Accent News - online_ July 2014_Patch News 25/07/2014 15:07 Page 1
Patch News These pages have all been written by a local housing officer, so each page only contains news and information from their area. To view any of these pages, simply hover over the image of your housing officer and then click on the icon that appears… Amanda Grange
Helen Dunn
Hannah Mactaggart
Linzie Hough
Jill Armstrong
Kelly Brooks
Donna Matthews
Jo Caveney
Emma Pickles
Russ Bateman
You can ring us from 8am – 8pm on Monday to Friday and 9am – 12pm on Saturdays
4pp Accent News - North East _ July 2014_Patch News 04/07/2014 11:52 Page 3
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While I was on a site visit at our Woodhouse Close Estate in Bishop Auckland, (where we have 119 homes), I noticed lots of ‘fly tipped’ electric goods in the communal grounds of our Lusby flats. It seemed the tippers were getting in through a side gate and broken fence. One resident was concerned and had been trying to clear the rubbish. I met with our caretaker Andrew Fenwick and arranged for the fence to be fixed, and the gate to be secured with a padlock to which only the resident has keys. So far, this seems to have helped as no more rubbish has been dumped.
The new fence at Woodhouse Close.
A few more issues Horses: I understand that horses are being tethered by someone who is not a resident in the area of St Mark’s Court, Coundon Grange. If you see who is responsible, please contact us so we can take further action. Absent bins in Hartlepool! If you don’t have a bin, please ring the council on 01429 266 522 to get one. There will be a cost, but it is a condition of your tenancy agreement to remove your rubbish and keep your home and garden tidy.
Amanda Grange Housing Officer
Cracking crime: Some of our homes in Blackhall are getting broken into. Please ring us or the police if you see anything suspicious. Our only choice will be to shutter the properties affected, which isn’t nice for the area, so please report anything you see.
NEXT ‘ON SITE’ DATES Woodhouse and St Marks Court 26 September and 28 November Townsend Court, Evenwood and Bridgefield 22 August and 22 November Hartlepool Chainbreaker/Teesvalley 9 September
Oakenshaw, Willington and Leeholme 18 September Glamis Walk 29 August, 31 October and 19 December Allerton Close 8 August, 17 October and 12 December
Caretaker suggestions
Community Hands
If you live at Bridgefield Court, Crook, Manor Court, Evenwood or Townsend Court, Wingate, please ring me if you have any suggestions of work for our caretakers.
We are looking for volunteers (over the age of 18) to join our Community Hands scheme, a new project to help people who are victims of crime. For more information and an application form, contact Pamela Spurrell on 07894 482 881. The project is being funded by Durham Constabulary.
You can ring us from 8am – 8pm on Monday to Friday and 9am – 12pm on Saturdays
4pp Accent News - North East _ July 2014_Patch News 04/07/2014 11:52 Page 10
You said, we did – Teesdale
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Some of our residents in Teesdale raised concerns about the age and energy efficiency of the electric heaters in their homes.
Helen Dunn Housing Officer
In response, we have arranged for the heaters to be replaced. This will not only improve the look of these homes, but also their energy efficiency. We also received reports from residents about the condition of the shared entrance area to our flats. Due to the level of footfall, the carpets had become stained and untidy. We have now replaced the ground level carpeting on all the communal entrances within the scheme. These measures are helping us to modernise and improve our homes for the benefit of everyone. With your help, by telling us what you feel needs to be addressed, we will continue to invest in your communities, and continually look to improve the quality of your homes and services.
Teesdale
You can ring us from 8am – 8pm on Monday to Friday and 9am – 12pm on Saturdays
Hannah Mactaggart Housing Officer
We’ll let you know in advance when our next estate visits are planned. In the meantime, please contact us if there’s anything you’d like to discuss.
4pp Accent News - North East _ July 2014_Patch News 04/07/2014 11:52 Page 9
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Three years ago, we turned a derelict piece of land into a thriving garden. The Tilery Community Garden was officially launched in 2010, and it has been well used by the local community since then. Anyone living on the estate can use the garden, not just Accent residents, as we share the estate with Tristar housing association and some private residents. I wanted to create a garden that the community could use and spend time in, have a shared interest in, and as somewhere to grow fruit and vegetables to promote affordable, healthy eating. The garden has been well used since it was established but now, because of residents moving away who had garden plots, we have a number of free plots. As part of their half term activities, and with the aim of getting them involved with the garden, local children painted fruit and vegetable wood plaques which are now decorating the garden.
Linzie Hough Housing Officer
We now have a local caretaker, (a local resident who has moved off the estate), who has a passion for gardening. He has turned over and planted up all the empty plots and had the idea of making up summer salad boxes and winter root vegetable boxes to give out to local residents. I funded the seeds and plants with our local community budget, not at the cost of residents or the caretaker. We are hoping that the spare plots are taken up by residents. In the meantime, with our caretaker and the healthy eating project in full swing, the community garden is fit and healthy and in full bloom this summer.
Tilery residents – please note! Just to remind you that your weekly surgery is on every Tuesday in Frank Wiseman Community Centre from 10.30am to 11.30am. For more information, please speak to our local contact centre. You can ring us from 8am – 8pm on Monday to Friday and 9am – 12pm on Saturdays
4pp Accent News - North East _ July 2014_Patch News 04/07/2014 11:52 Page 7
Station Road ‘No Parking Signs’ After talking to residents who were having problems with people parking in front of their gates and blocking their driveways, I arranged to have signs made, and for our caretaker Andy to put them on the gates. The residents are happy with the signs and we have not been told of any further parking issues since they were put up.
Jill Armstrong Housing Officer
Hutton Court Fences Some of our residents at Hutton Court, South Hetton, were having problems with people dropping litter and walking on their front gardens. We arranged for our caretaker to put up a fence round the outside of the front gardens, and fit a gate for each resident at the end of their own footpath. Residents have told me things have greatly improved and they are very happy with their fences. Pictured is resident Mr McQuillan in front of his fence.
Walkabout Dates Horden Streets – meet outside the Welfare Centre at 2.30pm on: 4 Wednesday 13 August 4 Wednesday 10 September 4 Wednesday 8 October Portland Avenue – meet near the care home at 10am on: 4 Thursday 17 July 4 Thursday 4 September Braddyll and Hutton – meet behind the shops at 11.30am on:
Easington Colliery – meet at the parking bay at top of Cardiff Street at 10am on: 4 Wednesday 23 July 4 Thursday 28 August 4 Friday 26 September Horden Bungalows – meet at the bottom of Durham Avenue behind The Rugby Club at 3pm on: 4 Wednesday 23 July 4 Thursday 28 August 4 Friday 26 September
4 Thursday 17 July 4 Thursday 4 September
You can ring us from 8am – 8pm on Monday to Friday and 9am – 12pm on Saturdays
4pp Accent News - North East _ July 2014_Patch News 04/07/2014 11:52 Page 8
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In Sunderland, we manage 90 homes in the Downhill area. Following complaints from residents on the estate, we decided to update the bin stores. The existing bin stores were in poor condition. The local council had changed its recycling arrangements and provided residents with additional bins, but residents had nowhere to store them. Bins were also being stolen and set on fire, which was putting residents and their estate at risk, and costing residents extra money to replace them. Replacing the bin stores is being completed over three years, starting with those in the worst condition first. By spreading the replacement, we have been able to use local apprentices to complete the work as part of their training in woodwork and joinery. This is not only good for the apprentices in helping them to learn skills, it has allowed us to complete the works at a lower price than it would usually cost so it is providing good value for money. As the upgrade work comes to an end, with only five homes to be completed, the look of the scheme has not only been improved, our residents can now store all their recycling in one safe and secure location.
You can ring us from 8am – 8pm on Monday to Friday and 9am – 12pm on Saturdays
Kelly Brook Housing Officer
4pp Accent News - North East _ July 2014_Patch News 07/07/2014 12:53 Page 11
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Following requests from residents at sheltered scheme Cypress Court for line dancing classes, William McMurran kindly agreed to start a line dancing class every Thursday afternoon from 2pm to 4pm. William moved into Cypress Court on 26th September 2005. He soon got involved with all the scheme’s activities, which included becoming treasurer of the residents, social group.
Donna Matthews Housing Officer
In the 1960s, William moved to Cambridge and took a keen interest in learning to dance. He was given the great opportunity of learning to dance at the Peter Sturt Dancing School. Around this time there was a weekly television programme called ‘Come Dancing’, which you may remember. William’s dancing school was asked to provide a formation dance team in modern ballroom, waltz, tango, slow foxtrot and quickstep to represent East England on the show. The formation group was up against some tough competition – the group from South London, which was managed by the professionals, Frank and Peggy Spencer. Unfortunately William’s group didn’t win, but it was a marvellous experience for William and his team. Everyone who is joining William’s line dancing class is really enjoying it. As well as learning to dance, it is also helping the residents keep fit at the same time as having fun. Everyone is really looking forward to their Thursday afternoon lessons and, thanks to William’s teaching skills, they are improving week by week. Residents who can’t take part are enjoying it just as much by coming along to watch.
STAFF ON SITE DAYS I have been out and about on my estates recently, and have enjoyed meeting and talking to you. I will be visiting again soon but, in the meantime, please contact me if you want to raise any issues, or talk to me about anything.
You can ring us from 8am – 8pm on Monday to Friday and 9am – 12pm on Saturdays
4pp Accent News - North East _ July 2014_Patch News 04/07/2014 11:52 Page 5
Surgey Hours Following requests from a residents’ meeting in Whitby, I now hold a fortnightly, two-hour surgery every Thursday, which is running very well. If you would like to see me, please leave a note on the notice board or call me for an appointment. Jo Caveney Housing Officer
In Scarborough, our residents at sheltered scheme Wandales Court asked for help to set up their own community garden. We have since paid for and put up a greenhouse and our residents are now very keen to get growing. Residents are also setting up their own action group with our tenancy sustainability team and resident engagement officer. We’ll let you know how they are getting on.
Acomb residents – please note! Just to remind you that your fortnightly surgery is on every other Tuesday in Foxwood Community Centre from 1pm to 3pm. For more information, please speak to our local contact centre.
Scarborough sheltered scheme Wandales Court celebrated its 25th anniversary in April. Speaking at a special anniversary party for residents, Mike McHale said: “My wife and I would like to thank Accent for the party. The buffet was very nice and guest singer Adam Lacey put on a very good show. We know many Accent staff worked very hard to make sure that everything went smoothly and everyone had a special day, so a big thank you to them all.”
Pictured: Wandales first resident Dorothy Hoyle cuts the anniversary cake. Dorothy shared her photographs of when the scheme was being built and told us she has ‘enjoyed living at Wandales from the very beginning’
You can ring us from 8am – 8pm on Monday to Friday and 9am – 12pm on Saturdays
4pp Accent News - North East _ July 2014_Patch News 04/07/2014 11:52 Page 6
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Langley House, York, is a scheme of 68 apartments sold to people over the age of 55. The scheme has an on-site house manager who looks after the day-to-day running of the scheme.
Emma Pickles Home Ownership Officer
The communal facilities include gardens, a lounge and a laundry. The laundry, which all residents use, has two dryers and two washing machines. Recently there have been more frequent repair issues with the washing machines. At a residents’ meeting, it was decided that they were due for replacement and the options available were discussed. Two new machines were chosen, ordered and delivered within a few days.
“The residents were pleased with how quickly the machines were replaced, and we understand they have made a difference to the running of the laundry as they are much faster and more economic. Hopefully, this should also help to reduce the service charge.”
You can ring us from 8am – 8pm on Monday to Friday and 9am – 12pm on Saturdays
4pp Accent News - North East _ July 2014_Patch News 04/07/2014 11:52 Page 4
In the South Bank area of Redcar and Cleveland, a local hub called ‘South Bank Tomorrow’ (on Normanby Road), has recently had to close. The hub was used by local community groups for various activities, and everyone living in South Bank was welcome to get involved. The community groups have since had to find somewhere else to hold their event. One group, CREAME, (CREative, crafts, And MorE), a sewing and craft club which has Accent residents as members, approached our Shepherdson Court Scheme Manager Sue Corner to ask if they could use a room there. I was more than happy to agree and Sue was delighted to be able to offer the group the use of the hobbies room. Since the group started using Shepherdson Court earlier his year, they have never looked back. One member said: “We have never felt so at home”. We are so pleased to have been able to help and we are really looking forward to seeing the results of their handiwork later this year when the weather turns colder with our orders of woolly hats and scarves! The group meets on Mondays and Wednesdays from 9:45am to 12:30pm. If you are, or know, a resident of South Bank who would like to join, we would love to welcome new members!
You can ring us from 8am – 8pm on Monday to Friday and 9am – 12pm on Saturdays
Russ Bateman Housing Officer
I was more than happy to agree and Sue was delighted to be able to offer the group the use of the hobbies room.