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JULY 2017
Welcome to Paul Dolan Our new chief executive… On 2nd May 2017, Paul Dolan officially joined us as our new chief executive, when Gordon Perry retired. In our main feature for this issue, Paul introduces himself and talks about some of his plans for Accent, and how he sees us delivering your services in the future. In the 10 years Gordon Perry was chief executive, he made it his mission to make sure Accent was in great financial shape and running as efficiently as possible, so it could deliver great services to you, our residents. I want to build on that financial strength and security, and make the most of the new opportunities available to us, so Accent can provide more homes and even better services for residents in the future. Continued on page 2…
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From page 1…
A bit about me I have worked in housing for a number of years. I am passionate about the positive difference housing associations can make to people’s lives and the communities we work in, and I’ve always been committed to providing the best service to customers.
Some of my other roles have been as ‘nonexecutive’ director for Liverpool Housing Trust and Berneslai Homes in Barnsley. I have also spent some time outside housing, including working for chef Raymond Blanc at his 2 Michelin Star restaurant in Oxfordshire.
Before joining Accent, I was chief executive of Johnnie Johnson Housing Trust, a housing association working in the greater Manchester area delivering quality homes with expertise in independent living. I have also been chief executive of Sadeh Lok Housing. Sadeh Lok is a Black and Minority Ethnic (BME) housing association based in Huddersfield, West Yorkshire.
Although I officially started in May, I have spent a number of days in and around Accent over the last few months meeting staff and residents. I am really impressed by the energy and ambition of our staff, and their commitment to our residents. My aim is to build on this commitment to deliver great homes and services for current and future residents.
Tackling the ‘Housing Crisis’ Sadly, our country is in a housing crisis with not enough quality, affordable homes to go around so many people are affected by it. We have younger generations who can’t access good quality affordable homes to rent or buy, and an ageing population who have little or no choice in the homes and services that help them to age well. In between, we have people who are also struggling to find a good, safe affordable place to call home. As a housing association, our purpose is to improve people’s lives. We are responding to the housing crisis, and doing our very best to help people by providing good quality, affordable homes along with services that promote better living. I know Accent does that, but my ambition is for us to be the best housing association in the country – and I believe we can be. As our residents, you can help us reach that goal by working with us on our committees and focus groups, or simply just by responding to our surveys and giving us your feedback. It doesn’t matter if you get involved with us a little, or a lot, your contribution can really help us to improve services for all residents, everywhere. Continued on page 4… 2
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Some of the new homes we’ve recently developed…
“My ambition is for Accent to be the best housing association in the country – and I believe we can be” Paul Dolan
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STAR (Survey of Tenants and Residents) – coming soon… @ CONTACT US SEE PAGE 8
In the next couple of months, we will be sending out a survey to a random selection of residents and homeowners. I hope I have assured you that your views really do count and, if you receive a survey, you will respond.
You can see the changes your comments influenced last year and how you are helping to improve services for all residents on the ‘You Said We Did’ page on the Accent Hub, visit: www.accentgroup.org/residents
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Future Plans We currently provide homes and services to almost 22,000 households. We will add to those numbers by building or acquiring more new homes to rent and to buy. We will also invest in our existing homes to make sure you stay proud and happy to live in one – and you have somewhere to call home.
To help our 55/60+ residents access the homes and services they need, we will develop our independent living service. We will help them to live well, whether independently in their own homes, or as a resident of one of our independent living schemes. Through the expertise, professionalism and compassion I’ve seen already from our staff, we will further develop our successful tenancy sustainability service, which many residents have already benefitted from. This means we can continue to support residents who need extra help with managing their homes, their tenancies or their finances. It can make all the difference to their lives. Later this year, we will launch our new repairs and maintenance procurement service. This has been a major piece of work for Accent and we have engaged with residents to make sure they have had the opportunity to influence how these services will be delivered in the future. Our contractors will provide an improved repairs and planned programme service, which delivers efficiency, value for money and consistency across Accent. We have now announced who the contractors will be for each region. You can find details on our website www.accentgroup.org in our ‘New Contracts for Accent’ news story. In wanting to improve services for all customers, including our applicants, we will introduce a simpler lettings process. As new technology becomes ever more available, we will also add to the range
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of services available through our website and customer portal and we will use ‘Accent Connect’ to manage customer contact in a more efficient and cost effective way. (More about Accent Connect soon). We will also take advantage of new technology to provide an even wider range of facilities and services to further improve customer service. The next few months at Accent are going to be very busy! Whilst it is a privilege to lead any housing association, it is a particular privilege for me to be leading Accent at a time when we are working on such exciting new improvements which will, ultimately, deliver better services to you. In the meantime, I hope to be out and about meeting as many of you as possible to hear what you have to say about how we can make Accent continually better at what we do for you.
Paul Dolan Accent Group Chief Executive
Tenancy Sustainability Team News by Jan Welsh
I joined Accent in March. I’ve worked in housing for 30 years, so I hope I’m bringing lots of knowledge and experience with me. I’m very much looking forward to working with everyone and meeting all our residents. I’m not the only new face in the team. In Arlington Court, Stockton, Nicola Founde is now our full time scheme manager, and Dawn Micklewright has joined us at Chapman Court, Middlesbrough.
Lettings Project Amanda Grange
As we are no longer part of the choice based lettings schemes in Middlesbrough, Stockton, Hartlepool, Durham, Redcar & Cleveland and Darlington, we are free to let our own homes and we have been building up our own waiting lists. One of the ways we did this was with an information stall in Middlesbrough town centre. Quite a few of us from the office spent one Saturday giving out Accent goody bags with application forms and information inside. We have had lots of interest since, so it was certainly worthwhile. When we asked people why they hadn’t applied to us before, they told us that CBL schemes were often too complicated, and they were either turned away, or had to wait a long time. Now we are accepting direct applications, it will be a lot easier for them – and anyone else who wants to apply, so please let your family and friends know if they are looking for somewhere to live.
Our independent living schemes have also been going through some changes. At Cypress Court, Stockton, the communal lounge has had a makeover, which the residents think is great. Shepherdson Court, Arlington Court and Chapman Court have also been decorated, and Chapman Court has new carpets in the lounge area. The residents are all delighted with the results, saying how welcoming their schemes feel.
Wandales Art Group
by Jo Caveney
Every Monday afternoon, in the seaside town of Scarborough, you can learn how to paint with Jack Oates at Wandales Court independent living scheme. Jack, who turns 90 in December, says “when people see art and paintings, they say I would love to do that but I can’t draw.” But Jack believes everyone can draw. His technique “learns people to paint, not how to do a painting”. By ‘squaring up’, the picture is done bit by bit. “It’s not impossible for an absolute beginner” Jack says.
Jack, who has taught art and motor engineering, has been painting for about 40 years. He would be delighted to welcome anyone to the group, whether a Wandales resident or someone from the local community.
Horden and Blackhall Project by Russell Bateman
I have been working in Blackhall and Horden for the last few years helping residents to move to more suitable homes which are easier to manage or suit their lifestyles better. Every six months, I survey all residents in the area to check they are living in homes that best meet their needs. In the past, if their home wasn’t right for them, and they needed a bungalow, we couldn’t really help them. However, we have now left Durham County Council’s choice based lettings (CBL) scheme so we have the freedom to decide who we let our homes to, including existing residents who want to transfer. Leaving the CBL scheme means that when a bungalow in Horden or Blackhall becomes vacant, I can move a resident from an unsuitable street property into it. This is usually a resident who has been with us for number of years so it’s a win for Accent and a win for the resident. Although bungalows are limited and don’t often become empty, I have moved six very happy residents in the last few months and there should be more to follow.
Neighbourhood Agreement for Stockton by Kelly Brooks
After talking to residents and working with Unite Mediation, we have recently launched a new neighbourhood agreement for everyone living in, and wanting to live in, Wembley Way and Wembley Court, Stockton. The agreement sets out exactly what services residents can expect, and what behaviours we expect from them, and those wanting to move onto the estate, in return. We wanted to make sure all the good things about living in the neighbourhood stayed, whilst working through any other things that were a concern. We will continue to work with everyone involved to make sure the agreement is a success.
New doors and windows for Hemlington by Angus McLeod
We have nearly finished replacing the windows and doors at The Oaks, Hemlington. The residents are delighted and starting to see the benefits – less drafts, less heat loss and added security. Our contractor will move onto Harvest Way, Scarborough and Lupton Springs, Glasshouses in the summer to replace the windows and doors on those schemes as part of 2017-18 planned programme.
Right to Buy
UPDATE
Some of you may be wondering what has happened to the Government’s plans to work with housing associations to introduce a voluntary right to buy scheme for their residents. The Government commissioned some national ‘pilot’ projects (which didn’t involve Accent) last year. They have now finished but a new extended pilot is planned for this summer. However, there is no news on when it will happen and if the opportunity to buy will be extended more widely.
This means that details of how the scheme might work, what eligibility criteria residents might need and how it will be funded, are not yet determined. We have information available on our website and some handy ‘frequently asked questions’. When we have more news, we will publish an update.
Fire Risks and Safety Like everyone, we were shocked and saddened to hear of the tragedy at Grenfell Tower in London. We have two blocks of high rise apartments managed by Accent South. We know that the fire risk assessments and associated safety checks are all up to date. Fire safety at Accent is taken very seriously and we work closely with local fire services and fire risk assessors to make sure our procedures are effective and up-to-date. Please familiarise yourself with the fire safety advice on display in your homes. If you have any concerns or worries, please contact us. In the meantime, we hope you take comfort in the knowledge that our fire safety procedures are designed to keep you safe, but that if we need to do anything to improve them, we will.
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