Autumn 2021
Your Tenant Voice Matters There are no better experts than tenants to help us do the right thing for you, your home, and your community. What you think and what you say matters so much and that’s why we want to hear more from you. Read more on page 3
Also inside New Service Alert! Independent Me, making everyday life a little easier 2 Hooray our Community hubs and centres are open 4 Creating Futures – changing lives 13 enquiries@cartreficonwy.org / Customer Service: 0300 124 0040 All calls with Customer Services are recorded. Audio and print copies of this newsletter are available.
New Service Alert!
Your voice matters!
Independent Me, making everyday life a little easier
It’s really important we hear what our tenants have to say about our services and your ideas to improve them. We’re especially keen to get your thoughts and ideas about our latest tenant satisfaction results. You would work with us to look at the results and be part of the decisions we make to improve our services.
If you, or someone you know needs a little extra help with everyday activities or needs a companion to make it easier to get out and about then our new Independent Me service could be for you.
Plus, there’s lots more opportunities that are important to have tenants’ views and ideas on, for example:
Some of the things we can help you with are
• social impact – this is about how can we make a difference for you, your neighbours and your community
• going with you to GP and hospital appointments, • helping you when you’re shopping
• listening project – this has been about getting tenants views and experience of our Customer Service
• keeping you company • supporting you with hobbies and leisure activities
• tenant’s voice – it’s a priority for us to havemore tenants talking to us and taking part in services and activities for tenants
• looking after your pets and more… There is a £12 hourly charge for the service with three flexible packages, Bronze, Silver and Gold, available.
Are you interested? If you’re interested in any of this or already have ideas then please get in touch with Laura your Tenant Voice Co-ordinator, on 07391 019943 or email laura.thomas@cartreficonwy.org It would be great to hear from more younger tenants and from our BAME and LGBTQ+ communities too.
We’ve had some lovely comments from our customers. “Angels sent from heaven...” “Independent Me is so efficient, and I wish everyone would be as them…”
If you’re reading this and thinking “this is for me” or know someone who needs a helping hand, please give us a call and have a chat on 0300 124 0040. More information is on our website www.independentme.org.uk or send us an email: independent.me@cartreficonwy.org
“Just wonderful – Independent Me will be able to support me with these types of needs…” 2
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Acuity We use an independent market research company called Acuity who make calls to tenants on our behalf to ask how satisfied you are with our services. Acuity makes calls throughout the year, Monday – Friday from 8am – 8pm. 0300 124 0040
You can request for your survey feedback to be anonymous. Sometimes Acuity will put a red flag on some tenant feedback because they feel there may be a health and safety concern. But even then, if you’ve asked for you feedback to be anonymous then we won’t see your feedback. But we might contact you to ask about any issues with your home and offer our help to fix these. 3
Hooray! Our community centres, tenant lounges and hubs are open Our community centres and tenant lounges are back open but with some restrictions in place to help keep you safe. To make a booking get in touch with Julia. Phone: 0300 124 0040 Email: enquries@cartreficonwy.org
Our tenant hubs are now open including our brand-new hub in Llandudno train station. You can stay up to date with what’s going on our websites and social media. We’re sure there is something for everyone but if there’s an activity you want us to put on let us know and we’ll see what we can do to make that happen.
September - December 2021
Tuesday
We’ve also run digital sessions with Creating Enterprise over in Park Way, Kennedy Court and Llanrwst and in our other hubs.
And, remember our tenant hubs are open too…
WHAT'S ON AT OUR HUBS? Monday
We’ve been out tidying up our estates and did a litter pick over at Y Fron.
Wednesday
Thursday
Friday
Massive shout out to Sheila Jones and Bob Hawkes who put on a brilliant family day at Glanrafon in Llanwrst, to thank all the children for being so good and understanding during the works on the estate.
We ran a Zoom art course for our rural tenants in partnership with Oriel Mostyn and our budding artists got invited to a personal tour of the gallery. They all enjoyed the latest exhibitions, and we look forward to working with the gallery in the future. Thanks also to our contractor Brenig Construction and Conwy Council for supporting this event.
For more info on our Zoom Coffee and Chats and our monthly Bingo sessions, phone Nerys on 0300 124 0040.
Drop in or book a space by calling 01492 588 980 Happier days are here again, and we’ve been ‘stepping out’ in our communities and we are loving seeing you all again in person. Your community spirit is thriving! We’ve held several ‘Bingoing Mad Sessions’ and will continue to roll these out over Autumn. So far, we’ve been keeping our ‘Eyes Down’ in Argoed at Kinmel Bay, Scotland Street, Llanrwst, Y Fron and Pentre Newydd in Colwyn Bay and Maes Aled in Cerrigydrudion. 4
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Two of our KickStart recruits Catrin and John have been helping out on our play sessions.
We’ve been out to play all summer long…
Our Community Chest fund recently awarded Chester Avenue Green Fingers £1000 to create a community apple and pear orchard.
The government’s Kickstart scheme helps young people find employment opportunities. John and Catrin have joined us for six months and are loving being play officers and gaining valuable experience that will help them in their future careers. It’s Catrin’s first job since leaving school and here’s what she thinks about the scheme. “I was so pleased to get this chance. I’ve always wanted to work with children and thanks to this Kickstart opportunity I’ll now be able to include this work on my CV to help me towards my eventual goal of maybe working as a teaching assistant or other kind of youth work.
The Well Women group were also awarded £600 to fund an ‘emerging women’ art course. Thanks to all the kids who came out to play - you had lots of fun and so did we! “It’s been so much fun. There’s been lots to do, from sack races and egg and spoon races to crafts and obstacles courses. I love it.” Lexi Williams “We’ve had the best of times. It’s brilliant to have something like this to do with our friends. We’ve done colouring, and running, and building with pretend bricks.” Leland Woodbridge and Kyla Green Great news, because the play sessions have been such a big hit, we’ve decided to run after school play sessions during term time in Kinmel Bay, Tan Lan and Maes y Glyn.
“It’s such an amazing opportunity for me. I’m loving it and Cartrefi Conwy are a great company to work for, they really invest in staff training. I’m learning so much thanks to them.”
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Do you know our Community Chest offer grants up to £1000 for community groups?
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If you have a great project that needs some funding get in touch with the Community Involvement team: get.involved@cartreficonwy.org
We went to the Zoo, Zoo, Zoo Thanks to everyone who joined us at the Welsh Mountain Zoo community event and supported this fantastic local attraction. Congratulations again to Brody who won our cuddly snow leopard and Rachel Maria who won the family day out competition.
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Kick off Autumn by cheering on RGC We’re proud to be the official community partners for RGC. Not only does this give us 30 free adult tickets for Cartrefi Conwy tenants to every home game this season but RGC are joining us in our communities and are always on the look out to spot new talent.
To be in with a chance to win tickets, like, share or tag our RGC social media posts. Or simply phone 0300 124 0040, message us on Facebook or email equiries@cartreficonwy.org Good luck and C’MON, RGC!
Our Tenant Services Board needs you! We’re recruiting now for a volunteer tenant vacancy for a co-optee role on our Tenant Services Board.
• deliver excellent customer service
This fantastic opportunity could help you to:
• hear the tenant voice and influence decision making at a strategic level.
• build your confidence when working alongside others • increase your knowledge of business priorities and processes
• broaden your employment opportunities As a co-optee to the Tenant Services Board you will work collaboratively with board members and colleagues to help us to:
• provide affordable, quality housing for those in need
You will: • take an active interest in the work of Cartrefi Conwy • understand what’s important to our tenants • need to prepare for and attend an average of 4 meetings a year • be invited to attend a variety of other events
You can find out more about the Tenant Services Board on our website: cartreficonwy.org/ about-us/meet-our-board/ourcommitees/tenant-servicesboard If you would like to find out even more about this exciting opportunity, get in touch with us. Email: govadmin@ cartreficonwy.org Phone: 0300 124 0040 Closing date: 31st October 2021
What the Renting Homes Wales Act will mean to you
Are you struggling to pay your rent?
At Cartrefi Conwy we have a dedicated Welfare Benefits and Money Support Team who can help you manage your money. They also help with:
In 2016 the Welsh Government passed The Renting Homes (Wales) Act with the aim of making it simpler and easier to rent a home in Wales. The Act introduces lots of changes to tenancy laws and will come into force in Spring 2022. Over the coming months we will be keeping you up to date on what’s happening and when. Simplifying 15 housing legislations into one legal framework
• general benefit advice
Simplifying and improving your rights
• accessing benefits
• benefit checks & better off calculations
• challenging benefit decisions It’s all about helping you take control and getting the most out of your money, now and in the future. Why not give us a call today and talk to our Money Support Team or drop into one of Allison’s money support sessions in our hubs. 8
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Every tenant in Wales will convert to a new contract on a specific date There will be two types of housing contracts – a standard contract and a secure contract You will receive a copy of your new contract within six months of the implementation date. 0300 124 0040
New Terms on the Tenancy Agreement Caretrefi Community = Conwy Landlord Tenant
= Contract Holder
Tenancy =
Occupation Contract 9
Love where you live
Our tenants have the right to be heard, understood and respected. Our colleagues also have the same right. So, we politely ask that you keep this in mind and treat our Cartrefi Conwy colleagues with respect – they are here to help you!
Housing Officer Lynda Johnson loved being out and about in Tan Y Craig this summer. Thanks to the tenant who does a great job gardening and kindly providing the plants himself to make this area look so nice and colourful.
Bin it don’t fling it
A tenant also thanks his neighbour for doing the same in Scotland Street.
Tan y Craig
Sadly, some of our bin stores aren’t looking so beautiful, with some tenants not recycling or using the bins provided.
Recycling – get it right
Our Housing Officers are working really hard to work with the communities to help improve this, but we can’t dispose of your rubbish for you. Currently we are spending thousands of pounds clearing and cleaning the bin stores and dealing with fly tipping at the moment.
And a big thank you to everyone who is disposing of their rubbish correctly.
If you are struggling to manage your waste and recycling, please let us know as there may be ways we can help you.
If you live in a flat, here’s a reminder of what gets collected and when:
Communal spaces – notice of TORT Remember if you live in a home that shares communal spaces and exit and entry routes these areas need to be kept clear at all times, including outside your front door and landing.
Our caretakers and other colleagues carry out Fire Risk Assessments and report when they come across safety hazards. We then collect and store these hazards for you to pick them up. We have to do this to keep you, your family and others safe and thank you for respecting our colleagues when they do this work!
Are you insured for Winter?
Before we know it, Winter will be here and with it comes added risks that could damage belongings in your home. Extreme cold weather and storms could lead to burst pipes, flooding, or other damage inside your home and your belongings. Replacing your damaged belongings can be very costly. Having home contents insurance gives you piece of mind that if your belongings get damaged you will be able to replace them. If you don’t have home contents insurance, then don’t delay and take out cover today. Call My Home Contents Insurance and apply for cover on 0345 450 7288 or visit www.thistlemyhome.co.uk where you can request someone to call you back.
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New developments
Creating Futures Jared’s Story Real People, Real Stories
Drop into one of our Community Hubs for help with finding a job, getting online and much more!
We have 3 new developments that will be finished in Spring 2022.
Rhodda Phil Evans, Llanrwst 14 family homes (a mix of three and four bedroom) for social rent.
Tros yr Arfon, Llanrwst 8 family homes (a mix of two and three bedroom) for social rent.
Both Rhodda Phil Evans and Tros yr Afon homes have gardens and off-road parking. They are being built with the highest levels of insulation and have low running costs, a healthy and comfortable living environment and superior levels of sound and fire protection.
Our brand-new Community Hub next to Llandudno Train Station joins our Academy in Mochdre and Chester Avenue Community House in Kinmel Bay as a one stop shop for all of your tenancy, employment and support needs. We welcome you to drop in or book an appointment in advance for help with finding a job, getting online and much more!
Fairview, Llanddulas 24 new modern apartments (a mix of one and two bedroom) for intermediate rent and a new refurbished 4-bedroom family home for social rent.
You can find up-to-date information on the sessions being held in our Creating Enterprise Community Hubs on our website and social media pages.
The development is just off junction 23 on the A55. It is less than three miles from Abergele town centre and four miles from Colwyn Bay.
Keep an eye on our social media pages for more development updates. A big shout out to Ysgol Bro Gwydir in Llanrwst who worked really hard on their designs for sustainable homes. We’re looking forward to some of the children taking a tour inside our very own sustainable new homes very soon.
Have you thought about volunteering?
Do you want to learn a new skill in a friendly environment? Are you keen to give something back to your community? Have you thought about volunteering? Whether it’s gaining work experience alongside our office staff and trade technicians or supporting an older tenant to use a digital device for the first time, we are sure to have a volunteering role that suits you! All of our current volunteering opportunities are listed on our website. For more information, please give us a call on 01492 588 980 or send an email to employmentacademy@creatingenterprise.org.uk 12
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Shop local and save money with the Creating Loyalty App Have you downloaded the Creating Loyalty app yet? It’s completely free, with more than 50 discount vouchers which can be redeemed at a wide variety of local businesses. Creating Loyalty member, Heidi, reflects on the impact of the project on her family: “I found the Creating Loyalty app really easy to use – there are some great offers on there! It’s important to me to support local businesses, but the offers give an extra incentive. During the summer holidays we’ve been going to The Sugar Den in Abergele and using the app to get 10% off. The discount tempts us to keep going back! The kids love it there and it’s so nice to be able to treat them.” If you are a working family living anywhere in Conwy County, please visit www.creatingloyalty.co.uk and download the app today!
Second Chance Furniture’s webpage is live!
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The new webpage for our Second Chance Furniture project is now live! The webpage displays furniture and other household goods which can be collected free of charge by Cartrefi Conwy tenants for use within their own homes. Please visit www.creatingenterprise.org.uk to see the items currently available for collection. cartreficonwy.org