TENANT
Summer 2015
MATTERS
Summer 2015
YOUR NEIGHBOURHOOD OFFICERS
l a s r e Univ oming is c in t i e r d i e h r C ths u o nm o 015 M 2 to n m ? d e Autu r pa
Are
re p u yo
re o m r e 4 fo g a p n to Turn nformatio i
INSIDE THIS ISSUE: JILL’S WELCOME UNIVERSAL CREDIT TENANTS REALLY DO MATTER! TENANCY MANAGEMENT LIFE BEGINS SCHEME NOISE NUISANCE
Have you recently lost your job or had your hours cut? We cantwitter.com/mon_housing help - call 0345 677 2277 1
Contents & Contact
Tenant Matters
Inside This Issue... 3 Jill’s Welcome 16 Getting to Know Your Neighbourhood Officer 4 Universal Credit is Coming 18 Tenancy Management 5 Judith Langmead - My Time as a Board Member 19 Homeswapper & Homesearch 6 Tenants Matter! 20 Responsive Repairs 7 Saving Money on a Water Meter 21 Life Begins 8 Good as Gold Winner & 22 Victory in Europe Day Memories MHA Sponsorship 24 Tenant Training 9 Making a Difference Awards 25 Outstanding Commitment & Nuisance Phone Calls 10 Scrutiny Panel 26 Tenant Forum & 11 Customer Excellence Standard & Chargeable Repairs Cleaning Your Showerhead
12 Performance Indicator 13 Your Benefits Are Changing 14 Meet Natasha 15 My Wonderful Experience of
27 Smart Move 28 ASB - Domestic Abuse 30 Noise Nuisance 31 Puzzles & Pet Corner
Social Housing
If you would like this Newsletter in a different format (e.g. large print or electronically) or in Welsh please contact Louise Davies on 01495 761104 or email louise.davies@monmouthshirehousing.co.uk 0345 677 2277 communityservices@monmouthshirehousing.co.uk www.monmouthshirehousing.co.uk facebook.com/Monmouthshire.Housing twitter.com/mon_housing
2
www.monmouthshirehousing.co.uk
Scan the QR code to access the MHA website.
Jill’s Welcome Welcome to the first Tenant Matters of 2015. Firstly I would like to welcome you to the first exciting Tenant Matters edition of the year. Since the last edition, I am delighted to have been elected as Chair of the Tenants’ Forum, taking over from the previous Chair Pip Williams who has now been elected onto the MHA Board. The Engagement and Empowerment Strategy has now been approved by the MHA board and will be delivered over the next three years. I would like to personally thank those tenants and staff who were involved in creating the new strategy. In April I attended CIH’s TAI conference in Cardiff City Hall alongside a small number of other tenants. We were delighted to be able to meet and have a photo taken with the new CIH Chief Executive Terrie Alafat. The conference was very enlightening and an excellent chance to be able to network with other tenants and housing professionals from different organisations.
Welcome
Summer 2015
Shortly after the last Tenant Matters edition went out to tenants, we had our Tenants Forum Annual General Meeting (AGM). We discussed hot topics within MHA and had some fun with Quizzes that tenants had created. Have a look at the article in this edition which will tell you more and show you some photos from the day. We’ve had another two Tenants’ Forums since the AGM in both the North and South of the county. Finally don’t forget to enter the competitions at the back of the edition. If you have any views, comments or questions about Tenant Matters then please contact me via email jill.ray@ monmouthshirehousing.co.uk
Jill Ray Tenant Chair of the Tenants’ Forum
twitter.com/mon_housing
3
MHA News
Tenant Matters
Universal Credit is Coming Did you know Universal Credit is coming to Monmouthshire from September 2015?
• Employment and Support Allowance • Income Support
Universal Credit is a new type of benefit designed to support people who are on a low income or are out of work. It will replace six existing benefits and is currently being rolled our accross the UK.
MHA can support you to get ready for Universal Credit. If you need any help or advice please contact your Neighbourhood Officer (see pages 16 & 17) or you can contact our MoneyWise team who can help you to set up a bank account, set up a Credit Union savings account so you can save money, help you with budgeting advice and maximise your income.
This means that in future your housing benefit will be paid directly to YOU and YOU will be responsible for paying your rent directly to MHA • You will need a bank account for your money to be paid into • If there are two people claiming Universal Credit in a household you will receive one payment to one bank account to cover both claims. • You will get your money one month in arrears so you will need to budget carefully to make your money last You will move onto Universal Credit if you claim any of the following benefits: • Jobseeker’s Allowance • Housing Benefit • Working Tax Credit • Child Tax Credit
4
www.monmouthshirehousing.co.uk
Get ready now and contact us for information, support or advice.
Alternatively you can visit Your Benefits are Changing to find out more: www.yourbenefitsarechanging.co.uk 0300 303 1073 or text change to 80018 At MHA we have introduced a Direct Payment Pilot to give tenants a unique opportunity to take control of their tenancy and prepare for the implementation of Universal Credit. If you would like to take part in this pilot please contact Cally McCarthy on 01495 767151 or email cally. mccarthy@monmouthshirehousing.co.uk
I have been heavily involved with the setting the future direction and objectives for the association and also deciding the type of properties and where we can build to improve affordable housing for local people. I have seen the organisation grow over the years and am proud to have been involved and also be a tenant of MHA.
MHA News
Summer 2015
I have attended many training events and conferences throughout my time on the Board and learnt many new ways of working within the Board and opportunities for MHA. My time on the Board has been hard working, challenging, but an enjoyable experience working with both the tenants, staff and other board members. I have met many interesting people along the way from different housing associations and it’s a great way to get out and interact with other people and share ideas.
Judith Langmead My Time as a Board Member I joined the Board in April 2006 working with the Housing Team from Monmouthshire County Council to deliver the transfer to MHA. I have now come to the end of my term as a Board member and wanted to share with you my experience. During my time on the Board I have seen many changes within the communities of Monmouthshire and the services that have been provided to the tenants. Lots of improvements have been made to our homes with new bathrooms, kitchens and external redecoration and also the environment.
I have been very committed to MHA and the Board and will continue to work with them on other tenant groups. Board members need to have an understanding of MHA and make decisions that affect services by acting in the best interests of the organisation. Board Members are willing to give their time and effort voluntarily so you will need to make a commitment to yourself and MHA if you are thinking of applying. I would like to thank all the tenants who have voted for me to be on the Board over the years and for your continued support. For anyone applying to become a board member, I wish you all the best.
Judith Langmead
Tenant Board Member Elections – Don’t Forget to Vote You may recall seeing a letter recently giving you the opportunity to nominate to run for election as a tenant board member. We have now received all the applications and the election process itself is completed by all tenants participating in a ballot which will be administered by the Electoral Reform Society (a completely independent body) as this will ensure fairness and transparency. Ballot papers will be sent out during July/August detailing information about each nominee. Look out for your Ballot Papers and don’t forget to Vote for who you would like as Your New Tenant Board Members. twitter.com/mon_housing
5
Tenants’ News
Tenant Matters
Tenants Matter! By Brenig Morgan, Chepstow My name is Brenig Morgan, I am 58 years of age, I live in a Monmouthshire Housing Association property in Chepstow with my wife and our 9 year old daughter. All told my wife and I have been tenants for over 15 years. We had a traumatic start to 2013, my mother passed away, at the age of 93, I was made redundant, I then had a cardiac arrest, resulting in my undergoing a triple heart bypass in July 2013. Following the operation I attended cardiac rehabilitation, first at St. Woolos, Newport and later at Chepstow Leisure Centre. I now visit the gym at least once a week. As you can imagine during this time I was unable to work so money was tight, one of our worries was being able to fulfil our rental commitments with MHA. We contacted MHA and explained our circumstances; we were very soon visited by our MHA Neighbourhood Officer and the Income / Energy Advisor. The advice and assistance we received was first class, eventually we were able to maintain our rental agreement. I recovered well from the operation, however I must admit that I doubted that at my age and with my health issues I might hold down full time employment again. During this time I attended a Monmouthshire Housing Association Tenants Forum, held in Caldicot. At the forum I was made aware of MHA Works and Skill Wise. This is a free service to help and support tenants of all ages into work, education and training. One of the options is volunteering, this can give tenants a chance to gain experience or use previously acquired skills in their preferred areas of employment. I chose to take this course and I was lucky that at the time Capsel were beginning their waste
6
www.monmouthshirehousing.co.uk
management service, as I have experience of environmental waste management I was delighted to volunteer. Incredibly after only four weeks of volunteering I was contacted by an agency and was offered a twelve month contract as a health and safety advisor at a major supermarket chain. After the effort the works / skill wise and Capsel teams had put into helping me I felt a little guilty that I had not been able to contribute more. However the team understood and bade me farewell with expressions of support. As my agency contracts are now at an end I have again volunteered and will be helping Capsel further, hopefully for longer this time. I am now also free to attend the Better Build Group and Tenants Forum. One important lesson I have learnt is that MHA really do believe that Tenants Matter.
How to Save Money if You’re on a Water Meter • Contact Welsh Water on 0800 052 0145 for a free water saving pack • If you’re a keen gardener purchase a water butt to collect rainwater from your roof and use the water collected to water your plants
FOLLOW MHA ON
Bits & Bobs
Summer 2015
SOCIAL MEDIA
• Use a hand held hose or a watering can rather than a sprinkler as a sprinkler can use as much water in 1 hour as a family would use in 2 days • Cut down your time in the shower to 4 minutes to save water, time and energy costs • Don’t leave the tap running when you’re brushing your teeth, shaving your face or washing your hands • Fix any leaking or dripping taps • Only use your washing machine and dishwasher when they are fully loaded • Use a washing up bowl when washing the dishes
facebook.com/Monmouthshire.Housing
• Fill your kettle with only as much water as you need for that time to save water and electric • Consider buying plants which don’t need to be watered as often as others
twitter.com/mon_housing twitter.com/mon_housing
7
Bits & Bobs
Tenant Matters
Congratulations Miss Bicknell Congratulations to Miss Bicknell from Chepstow who recently won the April Draw of £250 for keeping her rent account up to date. Miss Bicknell was delighted with the win.
Are you involved with a group or event within Monmouthshire which could benefit from MHA’s support and sponsorship? Recently we have sponsored Monmouth Skate Park which has created an area that will provide a safe place for children, young people and families to gather to ride their bikes, skateboards or scooters. The young people who were involved with the off street project have helped with fundraising and the design of the park and it has been really popular since being opened. All you need to do is fill in a sponsorship form; if the request meets all of the requirements you could gain funding. For more information or to request an application form, please contact Louise Davies on 01495 761104 or email louise. davies@monmouthshirehousing.co.uk
Miss Bicknell The Good as Gold Scheme prize draw is held every quarter for all tenants with rent accounts up to date. The winner receives £250 in a normal quarter but at Christmas it is raised to £500. To be in with a chance of winning simply keep your rent account up to date and clear of debt. The following dates for the next draw of the Good as Gold scheme will take place on 1st July, 1st October & 7th December.
Good Luck! 8
www.monmouthshirehousing.co.uk
Stay cool this summeR
Bits & Bobs
Summer 2015
Rock Academy Wales ay Full five-dwith programmeig! live g
Guitar Bass Vocals Keyboard Drums DJing
If y interesteodu’re aged 15-25 an d in Rock Academusic then Summe r my is for you! present
Summer rocK 10th - 14th August 2015
Facebook: Rock Academy Wales Twitter: @academywales
www.rockacademywales.com To book call Jessie on 01495 761007 or email jessie.sibthorpe@monmouthshirehousing.co.uk Twitter: @Jessie_MHA
Making a Difference Awards 2015 Once again, it’s time for the 2015 ‘Making a Difference Awards’ to celebrate the hard work of the amazing volunteers throughout Monmouthshire. Volunteering is the lifeblood of any great community and the people who do it deserve recognition for making their neighbourhoods a great place to live, work and play. This year we are once again looking for your nominations and the categories are as follows: • Community Champion • Achiever of the Year • Neighbour from Heaven • Outstanding Achievement in Tenant Participation • Adult Learner of the Year • Best New Project or Group • Volunteer of the year • Bright young star Do you know someone that works as a volunteer or volunteer organisation in your community and
deserves a great evening out, along with a special thank you for ‘Making a Difference’? All nomination forms need to be completed and returned by Friday the 31st July 2015 Requesting a nomination form is easy, you can email shane.hatherall@monmouthshirehousing. co.uk or call 01495 761015 to request a form and free returns envelope, or from the website www. monmouthshirehousing.co.uk
Stuart Mcginn, winner of the Bright Young star category at last year’s awards at the Glen Yr Afon Hotel. twitter.com/mon_housing
9
MHA News
Tenant Matters
Scrutiny Panel The tenants Scrutiny Panel has made some big changes over the past 6 months. Former chair of the panel Chris Tonks has stepped down after leading the group for the past 2 years and new chair Tony Poynton has overseen a change in the way the panel operates. MHA and both present and former Panel members would like to thank Chris Tonks for all his hard work in helping to establish the Scrutiny Panel as an integral part of the tenant engagement activities available to tenants at MHA. The panel’s new way of operating means that it’s now more effective in the way it carries out reviews and its service improvement recommendations can be adopted by managers and staff more easily. The first service area to be looked at under the new way of operating was MHA’s Moneywise service. Panel members broke into two groups to look comprehensively at the way the service operated and is delivered and then came back together to agree recommendations. Panel members act as a critical friend to MHA and their work is invaluable in helping to understand whether the service is delivering what it sets out too and is delivering results that are value for money.
10
www.monmouthshirehousing.co.uk
A selection of some of the recomendations are detailed below: • Formal service standards required if necessary • Website to include more information about the service, customer journeys, budget planner generator and FAQ section • Consistent listing of contact details in all publications • Outcomes reported annually to tenants should adopt a standard format (similar to 2012/13) • Website to be updated to include latest outcomes report • Increase in exit survey responses and create a challenging Performance Indicator to monitor progress • Introduction of Performance Indicator to measure and monitor length of time from first contact to first appointment
MHA News
Summer 2015
Cleaning Your MHA Achieves Customer Excellence Showerhead Standard
In February 2015 MHA achieved the Customer Excellence Standard. The Customer Excellence accreditation was developed to help businesses improve upon their customerfocus. It’s focuses on a number of areas and skills which help to improve the delivery of our services for our customers. Achieving the Customer Excellence Standard demonstrates that MHA has a real understanding of its customer groups and the amount of information held on our tenants has helped MHA really target its services which improves value for money and boosts the experience of tenants dealing with MHA. We have the skills needed when supporting hard to reach and disadvantaged tenants and are able to demonstrate empathy whilst understanding customers’ needs. At MHA we have a strong customer-focused culture.
Did you know your showerhead can hold millions of harmful germs, which can seriously affect your health? Here’s some top tips to help clean your showerhead and get rid of the bad bacteria.
• Don’t panic! Avoid antibacterial sprays. They kill good as well as bad bacteria and allow bugs to develop a resistance to cleaning chemicals. Instead • Take an old pan and fill it with boiling water and vinegar • Unscrew the top of the showerhead and soak it for 20 minutes • Replace firmly • Repeat every couple of months, and more frequently for showers not in regular use twitter.com/mon_housing
11
MHA News
Tenant Matters
Performance Indicator - Quarter 3 - 2014/15 (01 October 2014 - 31 December 2014)
On or Above Target
No Change
Below Target
MHA use a traffic light system to easily identify whether we are performing well or not in certain areas (above). 100% of Anti-Social Behaviour (ASB) cases have been resolved. Target - 90%
100% of tenants were satisfied with the repair work done in their property. Target - 97%
1.68% of rent is owed by current tenants to MHA. Target - 1.8%
95.56% of repairs were completed right first time. Target - 92%
99.85% of emergency repairs were completed within target. Target - 98%
94.63% of urgent repairs were completed within target. Target - 97%
12
www.monmouthshirehousing.co.uk
There were 11.18 of new ASB cases per 1000 tenancies. This number has decreased from the last quarter. Target - 18 cases
17 seconds is the average time taken for repair hotline calls to be answered. Target - 20 secs
25.24% of offers for new properties have been refused. Target - 18%
Tenants’ Forum
Summer 2015
Did you know? Disability Living Allowance (DLA) is changing to
Personal Independence Payments Since 2013 Personal Independence Payments (PIP) has started to replace Disability Living Allowance (DLA) across the UK. PIP will help disabled people to cover the costs of living to enable them to live full, active, and independent lives. Getting PIP does not affect other income or savings.
Once your forms have been received you will need to attend a medical assessment which should be held within 16 weeks. A letter stating the date and location of your assessment should arrive approximately two weeks before. The medical assessment should around an hour.
A number of our tenants have experienced the process of applying for PIP and it can be a lengthy process so we wanted to give you an idea of timescales if you are applying for PIP.
Following completion of your medical assessment a decision regarding your PIP claim should be made within six weeks. Claimants will be notified in writing, with a follow up telephone call a week later.
The initial phone call takes about 30 minutes if you have all of the information ready. The information you will need is your basic details like name, contact details and national insurance number, Doctors/specialists addresses, including post codes and phone numbers and your bank details. Giving your bank details does not guarantee you will be awarded PIP. You will then be sent some forms which take between 2-3 weeks to arrive and you have to return these forms within 28 days. The forms take around two hours to complete. This will depend on the severity of your condition and how it effects you day to day.
The whole process should not take longer than 26 weeks. If it is a claim being transferred over from DLA the new rate will be in place from the date of decision. If you have any queries about PIP please contact your Neighbourhood Officer or the MoneyWise team. Get ready now and contact us for information, support or advice.
0345 677 2277 twitter.com/mon_housing
13
MHA News
Tenant Matters
Meet NATASHA Natasha Jones
Community Investment Coordinator Tell us a bit about yourself Hello I am Natasha Jones and I have joined MHA as the new Community Investment Coordinator. I am very excited to be part of the MHA team and I am looking forward to working across Monmouthshire.
What does a Community Investment Coordinator do? My role will be to develop and deliver a series of interesting, fun and enjoyable projects with partner organisations which will focus on improving tenants’ well-being and aspirations. This means working with tenants to overcome issues such as mental health and loneliness. You can keep updated on projects by following the ‘MHA Community Buzz’ Facebook page.
/MHACommunityBuzz What is your background? I have worked in social housing for the past 12 years. I was previously based in Blaenau Gwent where I carried out a number of roles including Tenant Participation Officer, Neighbourhood Officer and Community Investment Officer.
What are your interests outside of work?
I have an unhealthy obsession with music. I I also manage the unique BIG lottery funded love nothing more than going to watch a live project called Dads Can. This project focuses on band. I am very outdoorsy, so I love camping supporting all young fathers aged between 16 trips and walking the gorgeous mountains and 25 through fatherhood. This has included of the valleys with my Jack Russell Jefferson. providing one to one support to hosting I like to keep active so I attend the gym a few ‘gaming’ sessions where all the dads get times a week and I have a new found love of together and battle on the Xbox or Playstation ‘spin’ classes (classes based on bikes where you consoles. You can find more information on the peddle as if your life depends on it!). ‘Dads Can Team’ Facebook page. Do you have an idea for a project you think I don’t do this alone, I have a team of five staff would work in your area? If you would like who are all fantastic and totally committed to to speak with Natasha please contact her on delivering successful tenant focused projects 01495 761120 or on email natasha.jones@ and services. monmouthshirehousing.co.uk
14
www.monmouthshirehousing.co.uk
housing brings today. Below is an extract from her memoirs that we are delighted to publish.
My Wonderful Experience of Social Housing by Dot Jones We were recently contacted by one of our long standing residents, who informed us that she had been putting pen to paper reflecting on the wonderful life that she has had. She said the reason that she had contacted us was because her life began in social housing in a world very different from today. She said she wanted to speak up for all those people living in social housing because when she was born it was the housing of choice for many, and she believes that we should be promoting the security, quality and community that social
Feature
Summer 2015
I was born in the wake of World War I in 1925 in Cardiff as the fourth child in a small suburb of Cardiff, where most able bodied men who had previously served in the war were unable to find work. My own father was deemed ‘unfit’ to become a soldier and incidentally this probably saved his life, as a result my parents and us children were forced to take up residence with my grandmother which was very common at the time with very few houses being built (what’s new?). Apparently, everyone dreamed of qualifying for a council house back then and why not? With a bathroom with hot and cold running water, a ‘middle’ loo, three bedrooms and a little garden to grow your own vegetables, what more could a family want? A thought brought home to me sometime later, actually many years later, when I remarked to my mother that she could not have wanted me (a fourth child) she replied that my birth made up the ‘ideal’ family to qualify for a three bedroom council house; two boys, two girls and two parents and for this I was most welcomed. We soon filled up our council house in Ely, Cardiff as a fifth child my sister came along. We led a very full, active life mostly based around the church which was at the end of the road. The perception of social housing in those days was completely different to how it is now. In those days people were desperate to have a council house, but nowadays many people would not choose to live in social housing. I feel that it is quite sad that social housing is not looked upon as a home of choice so much these days. Especially when you consider the improvements that have been made to our homes over recent years. I for one am quite happy to champion the cause of social housing and I am delighted to be a tenant of MHA.
twitter.com/mon_housing
15
Feature
Tenant Matters
Getting to Know Your Neighbourhood Officer There have been some recent changes to the Neighbourhood Services Team. These are your Neighbourhood Officers and their contact details. Neighbourhood Officers are your first point of contact for rent and tenancy queries. If you are unsure who your Neighbourhood Officer is please contact us on 0345 677 2277.
Helen Screen Caldicot (Oakley Way side of Newport Road) Helen can be contacted on 01495 767173
Terry MacColl Caldicot (Oakley Way side of Newport Road) Terry can be contacted on 01495 767173
Jane Philpott Caldicot (West End side of Newport Road), Magor, Undy and Rogiet Jane can be contacted on 01495 761003
Lauren Lewis Chepstow Town, St Arvans, Devauden, Portskewett, Caerwent and Mathern Lauren can be contacted on 01495 767172
Nicola Pocock Bulwark, Llandogo and Tintern Nicola can be contacted on 01495 762141
16
www.monmouthshirehousing.co.uk
Feature
Summer 2015
Tina James Bulwark, Llandogo and Tintern Tina can be contacted on 01495 762141
Alison Bromham Abergavenny Alison can be contacted on 01495 761153
Geraint House Llanellen, Llanelly Hill, Llanfoist, Clydach, Govilon, Gilwern and The Bryn Geraint can be contacted on 01495 761010
Amanda Davies Llanellen, Llanelly Hill, Llanfoist, Clydach, Govilon, Gilwern and The Bryn Mandy can be contacted on 01495 761010
Kerris Winter Monmouth Kerris can be contacted on 01495 761004
Lauren Francis Cwmyoy, Grosmont, Cross Ash and Mardy Lauren can be contacted on 01495 767196
Dean Phillips Wyesham, Goytre, Little Mill and Raglan Dean can be contacted on 01495 761163
twitter.com/mon_housing
17
MHA News
Tenant Matters
For h finan elp with ces, a your home d v ice or 0345 , supp 677 2 ort ca 277 ( MAN ll AGIN l o cal ra G YO UR H te) OME A FINAN
CES &
RENT
DVICE &
ANT
I-SO
SUPPO
CIAL
RT
BEH
AVIO U
R
Tenancy Management • New procedures have been developed MHA has just completed a review of including - dealing with hoarding; requests the tenancy management services our to sublet; disposing of items at the end of Neighbourhood Team provides. We looked at tenancy; ending a tenancy where someone how the team manages our tenancies and have has lost mental capacity and creating a joint made a number of changes to improve the tenancy. service – focusing on efficiency and tenancy support. • The documents we use have been streamlined; our mutual exchange Examples include: application form, for example, has been • Neighbourhood Officers will now let all their halved in size. tenants know when they change the areas • We’ve changed the survey questions we ask they cover. when someone ends their tenancy, in order • A new fridge magnet has been created to continue improving. (pictured above), encouraging tenants to • We’ve made an easy read guide available to contact us if they need assistance with anti tenants who might find it harder to understand social behaviour, managing their home and the conditions of their tenancy agreement. finances or advice and support. • The team will take more opportunity to extend the trial period of new tenants who break their tenancy agreement in the first twelve months e.g. if they perpetrate antisocial behaviour.
These are just some of the changes that have been made to help us provide the best service we can. All of the improvements we’ve made have been informed by housing law, feedback from tenants, input from MHA staff and our own tenancy data.
• More information is now provided on tenancy We will continue to investigate new projects conditions and tenancy support, before a moving forward in 2015 – aimed at improving tenancy begins. our tenancy management services further.
18
www.monmouthshirehousing.co.uk
Bits & Bobs
Summer 2015
Do you want to move from the property you’re living in? Have you heard of Homeswapper? My name’s Hugh and I can help you swap your home with another MHA tenant or a tenant outside of MHA/Monmouthshire. If you’re affected by the bedroom tax and you’re feeling the effect on your finances then Homeswapper could be the answer. Homeswapper can help you swap your property for one that’s a smaller size and more suitable for you. All you need to do is register your details and the details of the type of property you are looking for on the Homeswapper website - www.homeswapper.co.uk If you don’t have access to the internet or need more information or support then please contact myself Hugh Thomas on 01495 761121 or hugh.thomas@ monmouthshirehousing.co.uk
Monmouthshire Homesearch Celebrate their 100th Cycle!
Since the scheme started in January 2011, we have: • Operate an assisted bidding service, where we can help you identify and bid for suitable properties. Monmouthshire Homesearch is a choicebased lettings scheme which means that you can chose where you would like to live. Every fortnight we advertise a variety of homes available to rent on our website and housing applicants are invited to bid. The scheme is a partnership between Monmouthshire County Council, and three of largest housing associations operating in the county. These are Monmouthshire Housing Association, Charter Housing Association and Melin Homes.
• Registered 9796 applicants on to the waiting list • Answered 42,572 telephone calls • And in the past year, we have received 5,004,458 hits on the Homesearch website For more information on Homesearch and how to register for housing in Monmouthshire please go to our website www.monmouthshirehomesearch.co.uk or call 0345 9002956 or visit your local One Stop Shop.
twitter.com/mon_housing
19
MHA News
Tenant Matters
Mini-Planned Responsive Repairs MHA has introduced a new responsive repair priority called “Mini-Planned”. This has been created for large external responsive repair works such as: • Lengths of fencing • Concrete paths, • Laying patio slabs • Building brick walls • Removal of fly tipped rubbish The target completion period for this is two months, however any Health & Safety implications will be taken into account and if necessary the work will be prioritised. Tenants will be contacted prior to any works taking place to make an appointment.
Changes to Receiving your Heating Certificates If you have provided MHA with an e-mail address your annual heating certificate will now be sent to you via e-mail instead of post. This has been changed to reduce cost in administration and postage. If you have any queries please contact Becky Hoggins, Performance Manager – 01495 767166
20
www.monmouthshirehousing.co.uk
We Want to Hear from YOU! We’re carrying out a review of the way we manage and help tenants with rent arrears. If you think you could offer suggestions on making improvements and would like to have an input into developing our services, please contact Chris York (Policy and Projects Officer) on 01495 761154 or chris.york@ monmouthshirehousing.co.uk
You may have heard that we are refurbishing the lounges, entrances and corridors within the retirement living schemes following feedback telling us that you felt they looked tired and dated. The newly decorated and furnished apartment complexes around the county now have a fresh, new and inviting look and feel about them! A big, big thank you to all who have helped us by picking the colours and furnishings you would like in your communal areas.
Bits & Bobs
Summer 2015
If you or someone you know is interested in one of our ‘Life Begins’ apartments please contact Monmouthshire Homesearch on 0345 900 2956 or email info@ monmouthshirehomesearch.co.uk Don’t forget... MHA also offers a support service which we call ‘Safe Hands’ and we can call and assess your needs as required. For more information please contact Rachel Collins on 01495 767176.
twitter.com/mon_housing
21
Feature
Tenant Matters
Victory in Europe Day Memories
Thelma Bates
Friday 8 May 2015 saw the anniversary of VE Day and marked 70 years since the end of the Second World War in Europe. Winston Churchill’s distinctive voice announced the formal conclusion of Hitler’s war on Tuesday 8 May 1945, the end of six years of misery, suffering and courage across the world. One of MHAs Tenant Support Officer’s is Dean Lannen. He works in a team that supports many tenants in MHA’s sheltered schemes for those aged 60 and over. As such, Dean thought it would be a fitting tribute to share some memories of VE Day through the eyes of two residents.
22
www.monmouthshirehousing.co.uk
Doreen Skidmore Thanks go to Thelma Bates (90 years young) of the Lawns, Magor and Doreen Skidmore of Caldicot, who was a little girl of just eight in 1945. Thelma vividly remembers living in Cardiff and her father taking her family into the living room to hear the radio announcement… “The war had ended.” It was the start of an unforgettable street party, neighbours had saved tinned food, jelly and meat and the street was quickly decorated with bunting and homemade flags. The Salvation Army played music and a gramophone ensured everyone danced the night away. Seeing the street lights on all night was a vivid
brightness that Thelma recalls, there was no black-out needed from that evening onwards. Overjoyed friends and family greeted men who returned, with plenty of tears shed to have them safely back in arms. Similarly for those who hadn’t returned. Thelma explains; “People dressed-up, you would never had believed there was a war and we probably all danced longer than we had ever done before.”
MHA’s Digital Message Board
Feature
Summer 2015
Open for all!
Doreen’s recollections are similar, but of particular interest to Doreen (along with many other children) was tasting foods she had never experienced before. From cakes to other sweet treats, larders’ were literally opened, as rationing ended. Men built a bonfire at the centre of Doreen’s Bristol community celebrations. On top, neighbours had made a dummy of Hitler which was burnt in the morning hours. Remembering back, Doreen highlights; “We clothed tables in long lines and I can still taste my very first proper egg sandwich - I had only ever had powdered egg prior to VE Day celebrations. Even the grumpiest were happy and joyous that night!” The festivities included a piano in the street, ginger beer and lemonade, with an additional barrel enjoying pride of place on a chair. Later in life Doreen found out it was full of beer.
At MHA we have created an online message board called MHA Chat following a recommendation from MHA’s Ability Group (the name reflects the positive can do attitude of people living with a disability) The tenants involved wanted all tenants to have an easy online way of interacting with each other and MHA, that could be used for discussions around specific topics or as a way of tenants interacting with each other helping to combat rural isolation and loneliness. Once registered tenants can have online discussions with MHA or other tenants. If there is a topic a tenant would like to discuss you can post it and others will be able to reply. MHA will also be posting topics so have a look and get involved. So take a look and register online, just type in the web address https:// MHAchat.forums.net If you have any questions about the MHA’s Message Board please contact Jessie Sibthorpe on 01495 761 007 or email Jessie.sibthorpe@ monmouthsirehousing.co.uk
twitter.com/mon_housing
23
Tenants’ Forum
Tenant Matters
Do you want to meet new people, find out what’s going on at MHA and learn new things? Every tenant is e welcome and w w love seeing ne faces
Refreshments are always provided
We can cover child/ adult care cos ts e id v ro p if you come to We can ver meetings transport or co ts s o transport c
Future Tenants’ Forum meetings for your diary 2015/16: Wednesday 22nd July 2015 (at Llandogo), Wednesday 30th September 2015 (Choir Hall, Caldicot), Monday 23rd November 2015 (Bridges Community Centre, Monmouth), Wednesday 20th January 2016 (Abergavenny), Wednesday 23rd March 2016 (Caldicot) Please note all meetings begin at 10am and the above dates are subject to change (except where stated). Venues TBC. For more information please contact Jessie: 01495 761007.
Tenant Training
The next course of Tenant Training sessions will be set out as follows:
Over the last year some MHA tenants have been involved in a number of training programmes. TPAS Cymru have provided a number of training courses for tenants externally, and internally a new training programme was designed and delivered through the tenant engagement section.
25th August 2015 – Understanding Social Housing 27th October 2015 – How to Influence Decision Makers 8th December 2015 – Getting the Most from Meetings 23rd February 2016 – Chairing Skills 19th April 2016 – Becoming a Board Member
Joyce Davidson a Tenants’ Forum member from Caldicot said, “the training has been very helpful If you would like to come along to the Tenant and has given me the confidence to have my say”. training sessions please contact Jessie on Emlyn Lunn who is a member of the Service User 01495 761 007 or email jessie.sibthorpe@ monmouthshirehousing.co.uk Inspection Team and lives near Catbrook said, “learning more about social housing and the way Pictured here is Joyce it works helps me in my role enormously.” Davidson, an MHA Peter Richards, a Tenant Forum Steering tenant, receiving her Committee Member from Abergavenny said, “to certificate from Steve do any job effectively you need to be trained and Higginson, Deputy MHA’s training programme is second to none. It Chief Executive. has helped give me gain the confidence to put my name forward for election as Tenant Board Member.”
24
www.monmouthshirehousing.co.uk
Outstanding Commitment Recognised At the Annual General Meeting of the Tenants’ Forum in November, the Tenants’ Forum recognised one of their own and awarded him with their own “Outstanding Commitment to Tenant Participation Award”. He has been involved with MHA as a tenant volunteer for a number of years and has been a Tenants Forum Steering Panel Member and he formally ‘Chaired’ the Tenants Scrutiny Panel but due to health and his photography commitments he has decided to step down from his duties with us. Everybody at MHA both staff and tenants alike would like to say thank you for contribution over the years and good luck for the future.
Tenants’ Forum
Summer 2015
Dealing with Nuisance Phone Calls If you are receiving nuisance phone calls follow these tips to help you: • Never answer the telephone stating either your telephone number or name • Make sure the caller identifies themselves first • Never give out personal details • If a caller asks “what number is this?” don’t divulge this information but ask the caller “what number did you dial or is required?” • Keep calm. Some nuisance callers may gain pleasure by getting an emotional response • If there is no reply after giving a greeting, do not speak further • Don’t engage in a conversation • Use an answering machine to screen incoming calls • If using an answering machine, don’t program the answer message to include your name or phone number
• Never program your answering machine to say you’re not at home or on holiday • If available, use 1471 to attempt to identify the telephone number from where the calls are being made • Press a digit on the keypad to simulate the initiation of a call trace and comment as if to someone else in the room • Avoid giving any details of names or marital status • Record the amount and frequency of these calls and identify if there is a fixed pattern to the time of day the calls are received This advice has been taken from www.sky.com
twitter.com/mon_housing
25
Tenants’ Forum
Tenant Matters
Tenants’ Forum Welcomes MIND Cymru The Mental Health Charity At January’s Tenants’ Forum meeting held in Abergavenny, the Forum welcomed a guest Speaker Chris Bowie from Mind Cymru – the mental health charity. Chris gave an enlightening presentation on the work of Mind Cymru, and it is fair to say that her talk was well received from Forum members, who took away the message that one in four people will experience mental health issues in any one year. The message that it was time to end the stigma and discrimination faced by people with mental health problems was clear and Chris said that MIND are there to help achieve this aim and also to help the people affected on daily basis.
Chargeable Repairs If you cause damage to your property we will charge you for the repair. We understand accidents can happen, however as MHA are not responsible on these occasions the costs of the repair need to be recovered.
A few examples of repairs which have been charged on are:
Broken windows
Broken light switches or sockets
Replaced keys/locks (due to lost keys)
Blocked toilets
Smashed doors/broken door handles
If you can prove the repair was outside of your control (e.g. Damage was caused during a crime and you have a crime reference number) then we will not charge you. However, if you do have a chargeable repair we will let you know how much it will cost and on most occasions we will work with you to spread the cost over a period of time, should you need us to. If you decide to have your repair carried out by somebody other than MHA, please ensure all workmen have the correct certification and be aware MHA may need to check the work afterwards. A cheque of £50 was donated to the Charity from the MHA’s Tenants’ Forum and pictured with the Cheque are from left to right are David Morris, Director of Housing and Communities, Chris Bowie, Mind Cyrmu and Jill Ray, Chair of the Tenants’ Forum.
26
www.monmouthshirehousing.co.uk www.monmouthshirehousing.co.u
If our workmen are called out of hours and it is not an emergency we will have to charge you for their extra time. Should you have any questions, ask your neighbourhood or maintenance officer. For more information call us on 0345 677 2277
“I received £1,000 thanks to Smart Move”
Bits & Bobs
Summer 2015
Since its launch in June 2013, 35 MHA tenants have successfully moved home thanks to our Smart Move incentive scheme. From April 2015 to March 2016 there are 25 grants available of up to £1,000. These will be awarded on a first come first served basis for those that meet the criteria.
How does it work?
You need to be registered with Homesearch. Visit www.monmouthshirehomesearch.co.uk and call 0345 900 2956 to get your name on the waiting list for Smart Move. Homesearch will check you meet the criteria for the scheme. You will be put on assisted bidding. This means the Homesearch team will contact you when a suitable property becomes available. You are still free to make bids yourself on properties you like that you see via Homesearch.
Do I have to be an MHA tenant?
Yes and you will need to be registered with Homesearch. You can, however, move to any Homesearch partner property in Monmouthshire including those with Melin, Charter and Monmouthshire County Council.
Can I apply if I’m not affected by Bedroom Tax?
Yes. The scheme is open to all under occupying MHA tenants as long as you move to a property that you will fully occupy. This means you will have no spare bedrooms.
What if I moved into my current property after 3rd July 2012?
If you accepted a property that you knew you When you accept a property MHA will arrange to would be under occupying after 3rd July 2012 make payment of your Smart Move money. This is you will not be able to access the scheme. usually by bank transfer on the day you sign your Can I apply to Smart Move new tenancy agreement to accept the property.
Can I use this for mutual exchanges?
No. The Smart Move incentive scheme is only available if you apply to transfer through Homesearch.
What deductions will you take off the money?
more than once?
No. Once you have received a Smart Move payment you will not be able to apply for the scheme again.
Can I move to a smaller property and still have a spare room?
No. You can only qualify for the scheme if you If you have any rent arrears or recharges these will move to a property that you fully occupy. This be deducted from your Smart Move grant. means you will not have any spare bedrooms.
What if my arrears or recharges are over £1,000?
Can I move to a specific area of my choice?
If your arrears or recharges are over £1,000 we You can choose which area you would like to live may still consider your application for Smart in but this will limit the number of properties Move. This will be decided on a case by case basis. available to you. We would recommend you widen your search area to find a property that meets your needs. twitter.com/mon_housing
27
Feature
Tenant Matters
Domestic Abuse Monmouthshire Housing Association believes that residents should not have to live with domestic abuse. While it is generally accepted that the majority of victims are female, Monmouthshire Housing Staff have also dealt with male victims. Members of the Community Safety Team have received training and are able to provide advice and assistance in the form of signposting to a relevant agency or safeguarding measures such as a safety check of the home. Tenancy advice can also be provided. If you just need a friendly chat to discuss your situation with absolutely no pressure we are more than willing to chat over the phone, in your home or at a place of you’re choosing such as a coffee shop with either male or female members of staff available.
Domestic abuse is defined as:
shouting/mocking/accusing/name calling/ verbally threatening • Pressure tactics: sulking, threatening to withhold money, disconnect the telephone, take the car away, commit suicide, take the children away, , lying to your friends and family about you, telling you that you have no choice in any decisions. • Disrespect: persistently putting you down in front of other people, taking money from your purse without asking, refusing to help with childcare or housework. • Breaking trust: lying to you, withholding information from you, being jealous, having other relationships, breaking promises and shared agreements. • Isolation: monitoring or blocking your telephone calls, telling you where you can and cannot go, preventing you from seeing friends and relatives.
“Any incident or pattern of incidents of controlling, coercive or threatening behaviour, violence or abuse between • Harassment: following you, checking up on you, opening your mail, repeatedly checking those aged 16 or over who are or to see who has telephoned you, embarrassing have been intimate partners or family you in public. members regardless of gender or • Threats: making angry gestures, using physical size to intimidate, shouting you sexuality.” What are the signs of domestic violence? • Destructive criticism and verbal abuse:
28
www.monmouthshirehousing.co.uk
down, destroying your possessions, breaking things, punching walls, wielding a knife or a gun, threatening to kill or harm you and the children.
• Sexual violence: using force, threats or intimidation to make you perform sexual acts, having sex with you when you don’t want to have sex, any degrading treatment based on your sexual orientation.
Feature
Summer 2015
• Physical violence: punching, slapping, hitting, biting, pinching, kicking, pulling hair out, pushing, shoving, burning, strangling. • Denial: saying the abuse doesn’t happen, saying you caused the abusive behaviour, being publicly gentle and patient, crying and begging for forgiveness, saying it will never happen again.
How to report domestic abuse: • You can contact Monmouthshire Housing Association on 0345 677 2277 or 01495 761100 • Via the MHA Website: www.monmouthshirehousing.co.uk • You can report it to Heddlu Gwent Police by dialling 101 • If the situation is life threatening or where violence is being used or threatened you should dial 999 and ask for police • The Monmouthshire Multi-Agency Centre (MAC) is based at 26A Monk Street, Abergavenny. They offer free confidential support and advice. You can contact them on 01873 733 590 or enquiries@ monmouthshire.org.uk • 24-hour Domestic Abuse & Sexual Violence helpline is run by Welsh Women’s Aid (WAIMON) 0808 801 0800 • 24-hour Domestic Abuse Helpline is run in partnership by Refuge and Women’s Aid 0808 200 0247 • The Housing Options Team at Monmouthshire County Council – can offer housing advice for anybody in fear of, or suffering from domestic abuse – 01633 644 644
A Mother’s Story The Community safety Team at MHA were contacted directly by one of the support agencies who were engaging with a young mother and her 4 children who had moved to an MHA property in Monmouthshire, from another part of Wales. The mother had been in an abusive relationship which ended when her expartner was imprisoned for assaulting her. Immediately upon his release, he began contacting the mother directly by telephone calls and text messages threatening to burn her house down. In addition he made various comments to his friends, via Facebook. Fortunately, he did not know her new address. MHA visited the tenant and carried out a security check on the home. As a result, some additional fencing was installed, additional lighting, window alarms and a fireproof letterbox fitted. This has allowed our tenant to remain in her home, assured by the security provided. The tenant and her children have settled in the area without any further problems from her ex-partner.
twitter.com/mon_housing
29
Feature
Tenant Matters
Noise Nuisance We are all affected by noise from neighbours from time to time and have to accept that some level noise caused by people living in their homes is part of living close to others. That being said complaints about noise nuisance form the largest category of complaint about the behaviour of others we deal with at MHA. The type of complaint varies from playing loud music late at night and noisy partying to slamming doors, arguing and sometimes day-to-day noise such as using washing machines and moving around in one’s property. In flats where, often neighbours live much closer to each other, sensitivity to noise can be particularly acute. Being affected by noise nuisance can be extremely wearing and drastically affect a person’s enjoyment of their home, causing loss of sleep, stress and illness as well as the breakdown of relationships between those living nearby. Whilst there are a number of ways in which noise nuisance is caused, the following are some of the ways in which the more common noise nuisances can be avoided. • Keep the volume of music or TV low, especially late at night, or use headphones if your preference is high volume. Keep speakers or devices away from party walls. • Carry out any noisy DIY such as drilling or hammering during the day; use evenings for less noisy work such as painting. Complete the work as quickly as possible. Let neighbours know in advance of any noisy work. • When hosting a social event such as a party or barbeque, let neighbours know prior to the event that there may be some disturbance. End at a reasonable time and don’t repeat this too regularly.
30
www.monmouthshirehousing.co.uk
• Site domestic appliances such as washing machines which may cause noise away from party walls. Stand them on a solid base and only use them during the day. • Avoid slamming doors – soft closers help – and be considerate when choosing options for flooring. Stripped floors, laminate or tiles can cause excessive noise so if you do have these, take off heavy or hard footwear which may cause noise. • Exercise dogs regularly and do not leave them alone for long periods, either indoors or out as animals which are less tired or lonely are prone to bark. Put cages or kennels where your dog is less likely to disturb others – and yourself! On occasion we have to take enforcement action for breach of tenancy against people who continually disturb others through noise nuisance. This can be in the form of injunction in the County Court which could result in the person causing the noise appearing before a judge, or action against the tenancy itself. A simple rule of thumb... be the neighbour you would like your own neighbour to be!
Please contact the Community Safety Team on 01495 767169 or email communitysafetyteam@ monmouthshirehousing.co.uk if you wish to report a noise nuisance.
PuzzleS Suduko
Bits & Bobs
Summer 2015
Wordsearch
Is your pet special to you? Why not send us a picture of them to include in the next edition. Tell us their name, age and a little bit about them. Postal entries to: Jessie Sibthorpe, Monmouthshire Housing Association, Nant y Pia House, Mamhilad, Monmouthshire NP4 0JJ. Email entries to: Jessie.sibthorpe@ monmouthshirehousing.co.uk or post them on our twitter/facebook page with the #petcorner: @Mon_ housing or Monmouthshire Housing Association
Hello, I’m Colt twitter.com/mon_housing
31
Tenant Matters
KID’S CORNER
DRAWING COMPETITION DEADLINE 31/10/15 • PRIZE: £15 HIGHSTREET VOUCHER
Design the Cover!
The next Tenant Matters Magazine will be going out at Christmas time. We want you to design an A4 picture using Chrismas as a theme for the front cover. The winner will receive a £15 High Street Voucher... Get drawing!
Maze Puzzle
Please return completed drawing to Jessie Sibthorpe, Monmouthshire Housing Association, Nant Y Pia House, Mamhilad Technology Park, Mamhilad, Monmouthshire, NP4 0JJ with your name, age and address on the back of your drawing.
Jokes
Q: What do you call an alligator in a vest? A: An Investigator Q: “What’s the difference between a guitar and a fish?” A: “You can’t tuna fish.” Q: What is it called when a cat wins a dog show? A: A CAT-HAS-TROPHY! 32
MHA0292
www.monmouthshirehousing.co.uk
Winter 2014/15 Coloring Winner: Andy Raghubar, age 10 from Abergavenny