Connections essex summer 2014

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your quarterly magazine from family mosaic

Summer 2014

2

editorial we can...

news round-up

expose the myths

Look the part

The First World War has been in the news recently, as the nation marks its 100-year anniversary.

The incredible sacrifices made by individuals and families are hard to grasp. The physical and mental needs of returning soldiers must have been overwhelming. How did communities cope?

As a nation uncomfortable with mental illness, Great Britain coped by sweeping the problem under the carpet – by putting people into institutions and leaving families, friends, and neighbours to look after people in the community.

Today we understand mental health better. Those post-war institutions are hopefully a thing of the past, with government services now doing much more to support people in the community.

But this support is under threat because of huge cuts to funding.

For our own work with people with mental health needs, we are finding it far harder to get social workers involved and tight budgets are leaving support staff with less time to spend with more people.

If the trend for less government support continues, responsibility

inside this issue 4, 5 credits: cover illustration adapted from artwork by aleksandr mansuro. EDITORIAL portrait by paul SANDERS

special feature

good mental health We look at some common myths about poor mental health, and offer ways to keep your mind healthy

boot camp If you're job hunting, don't forget to sign up!

10, 11

your services

new mutual exchange days!

A better way of helping those of you looking to move home

12

safe from abuse

6, 7

Don't stand for it

regional news

scrutiny panel

8,9

Resident panel seeks your views on our communication skills and standards

Local round-up of news from down your way finding work

handy service Small repairs and home MoT service extended to new parts of London

repairs calls

employment and mental health Mental illness doesn't have to mean an end to your career ambitions

New data shows calls about repairs being answered much faster

Transfer list news A stark shortage of homes means more changes for our home transfers policy

Contacting us Useful phone numbers

will increasingly fall on communities. This presents a real challenge – for everyone. Part of that will involve exposing as myths and prejudice many of the notions people have about mental illness.

Most of us will experience some form of mental illness in our lifetime but too many people still fear people with mental health problems. Better education is key to better understanding mental illness – talking and writing about it in Connections is a good start.

Brendan Sarsfield Chief Executive

stretch your horizons at our Youth Academy Did you know we offer the Duke of Edinburgh Award (DofE) to young people aged 14 -24 living in a Family Mosaic home? As well as building skills and experience, the DofE is fun and looks great on your CV. We run a very flexible programme so, wherever you live and whatever your interests, our youth workers can help make it work for you. Call us to talk it over on q0300 123 3456 or email getinvolved@familymosaic.co.uk

latest Rent draw winners The following tenants have won £250 each following our quarterly draw of all tenants who make sure their rent account stays in credit.

South: Ms Tsehaynesh, SE1 East: Mr D Thomas, N16 Essex: Mr M Draper, Ms R Forth, SS15 North/west: Mr & Mrs Aylward, N1

We all know it’s important to look smart for a job interview. Employers want to see that you have made an effort to look presentable. But how do you dress well if money's tight, you've been out of work for some time and your normal clothes just don't cut the mustard?

Our Employment Boot Camp has teamed up with charity Save the Children to give those of you who complete our boot camp (see page 8) a professional style makeover.

Looking like a model employee isn't easy and not all of us are naturally stylish. But clothes also affect how you feel. If they make you feel awkward or uncomfortable that will affect your confidence.

First up for our makeovers have been graduates of our March Youth Boot Camp. Each got a personal consultation at the Mary Portas Save the Children boutique in East Dulwich, where a stylist helped them pick an outfit fit for a job interview and for their body shape and personality.

They didn’t just look the part, they felt right for it too.

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Strike a pose: Kevin (left) and Kasheem (right) model their new interview outfits

time for young people to Be Heard!

In the last edition of Connections we launched Be Heard, our new campaign to get the opinions that matter to you heard - mainly through using your vote.

We’re now planning our first Be Heard event, for our younger customers. This is important and we want you to be part of it.

What we want you to tell us is why younger people did or did not vote in the May elections.

We’ll report the main points you raise at the event on our website and in the next Connections.

You will also get a £25 iTunes voucher, a campaign goodie bag and you will automatically become a Be Heard ambassador.

The May elections were a chance to vote for politicians to represent your region of the UK in the European parliament and, for some of you, on your local council.

But nationally, only 36% of us turned out to vote. This means two-thirds of us will see new laws passed and policies adopted that we have had no influence over.

Some people say they didn’t vote

because they think politicians can't be trusted or politics isn’t relevant.

But issues like jobs, education and housing affect nearly all of us or someone we care about.

Different parties have different ideas about each of these. Finding out a little about what they think means you’re less likely to end up ruled by a party that doesn’t reflect your views.

book your place now Places at our Be Heard event are limited so let us know if you want to take part as soon as possible by emailing charlotte.sexton@ familymosaic.co.uk or call q020 7089 1140

special feature mental health

good mental health and why it matters to all of us 4

Just as we all have physical health, we all have mental health. Both forms of health will change as we go through life and sometimes our mind might become unwell Mental health problems are very common. They will affect one in four of us in any one year.

Very often it goes undiagnosed - maybe dismissed as bad temper or forgetfulness. The effects are, however, as real as a broken arm, without the sling or plaster to get other people’s sympathy.

We can’t see what’s wrong and have only limited understanding of how the brain works so it can be hard to treat. Trying to help a loved one affected by it can also be stressful and upsetting.

We often don’t know why people have or get poor mental health.

But we do know some situations may trigger it - distress or anxiety for example, or feeling life is out

of control. Difficult life situations like bereavement, redundancy or debt can be causes.

There are also strong links between homelessness and poor mental health. Drugs and alcohol can cause problems, or make them worse. So can physical or psychological abuse.

On a brighter note, there are lots of things we can do to protect our mental health, much in the way that we know we should look after our physical health.

We know there are a lot of scare stories about mental health so, for balance, this feature offers ways to keep your mind healthy and we try to bust a few myths about mental ill health.

What is stigma?

Stigma is putting a negative label on a person or group of people – judging them, but with very little evidence to back that view up. It very often leads to discrimination.

People with mental health problems are often stigmatised because behaviour that we don’t understand and cannot predict may make us fearful and likely to expect the worst.

Here are two myths and one fact:

✘ 'Mental health problems are contagious.' not true. ✘ 'People with poor mental health are likely to be dangerous.'

Again, not true. Most violent crimes and murders are committed by people who don't have a mental health problem.

✔ People with poor mental health problems are a risk

to themselves. TRUE. In the UK, 90% of people who kill themselves do so while they are mentally distressed.

What do you do if someone close to you has a mental health problem?

Sometimes a change in behaviour gives us a clue that the mental health of someone close to us is getting worse. It may come with a physical change, such as dementia which commonly happens in older age but can happen a lot earlier.

Listening role

Try to tackle it sensitively. Often the best thing you can do is talk to them – and listen. Have they told you they have a problem?

Let them know you’ve taken it on board but that it doesn’t affect the way you think about them.

They are very likely to be feeling isolated, misunderstood and detached from everyday activities.

If they want to talk don’t dictate the subject - they might just want to talk about football.

If it appears that a problem is getting out of hand suggest they speak to their GP. If they refuse try contacting their GP yourself, or try your health authority’s mental health service - the community mental health team (CMHT) or early intervention team (EIT).

Most local councils offer a ‘floating support service’ for people who need a short spell of practical support to manage an illness or disability. They will normally accept a referral from anyone, providing the person who needs the support consents.

Remember, your own emotional wellbeing is important too.

What is paranoid schizophrenia?

It is a condition that makes it hard for a person to tell the difference between the thoughts in their head reality.

They may hallucinate, be delusional and hear voices.

Kevin, 53, east London At 15, Kevin was admitted to a hospital psychiatric ward after being diagnosed with paranoid schizophrenia. It was, he says, terrifying. At the time young people were put in with adults in dormitories of up to 20 people.

Kevin, like most of the other patients, was given incredibly strong medication that left him feeling like a zombie. Everything felt unreal and disorientating.

He spent the next 35 years in and out of hospital. Some stays lasted several years. On release it was the outside world that Kevin now found terrifying.

Kevin describes his condition as ‘paranoid, like everyone is against you’. But welcome changes followed his last discharge from hospital, when the focus shifted away from his mental illness and onto ‘living life’ instead.

The turning point was a move to a support scheme we run for people with mental health needs.

We also gave Kevin his own support worker, Jackie, to offer practical guidance and support.

Kevin tells us he felt incredibly lucky to have had Jackie's help.

That and the support he got from Family Mosaic was, he says, ‘a million times better’ than anything he had experienced before.

But a change in his outlook also helped. A long-term mental health condition is very restricting, Kevin says. To overcome that, 'you first have to learn to accept yourself, then understand that treatments are available which will help a lot’.

Better medication

Aspects of his schizophrenia that are hardest to live with, like hallucinating and hearing voices, are now controlled by medication. Kevin says this has very few side effects.

After two years at our scheme, Kevin was ready to move on.

Jackie continued making regular visits but as his independence grew, they became less frequent.

With a nudge from Jackie, Kevin began going to college, where he qualified in health and social care.

He then began volunteering through our Time Bank.

He has now been out of hospital for five years and that, he says, is a huge achievement. He is also a regular volunteer at Arcola Theatre, where he helps on the bar and shows people to their seats.

Kevin’s advice to anyone in a similar situation is learn to understand and embrace your problem. ‘Realise that you can still achieve things and have a good life,’ Kevin says.

‘Talk to us any time you like, in your own way and off the record, about whatever’s getting to you. You don’t have to be suicidal.’

Samaritans q08457 90 90 90

a healthy mind Eat a healthy diet

Keep active Talk about your feelings

Drink sensibly

Ask for help if you think you need it

Accept who you are

Care for others

Take a break, whether for a few minutes or a few days Keep in touch with friends and family Spend time doing something you're good at or enjoy

helpful charities www.rethink.org www.time-to-change.org.uk www.mind.org.uk www.depressionalliance.org

5

local news

A whopping 2000 guests came bringing friends and family to our health, wealth and wellbeing festival for care and support needs customers in May

from Essex

happy customers pack out our may festival 6

Nice to meet you: Pets as Therapy dogs brought a smile to young and older faces

Juicy: guests were offered delicious free fruit

Winning smile: Altus Wells collects a trophy after his team wins the football tournament

‘I did the Indian head massage, the chair massage and dancing.

I watched the lady singing and looked at the animals. It was great to eat as much fruit as you could and I treated myself at the chocolate fountain.’ Rose

nominate a neighbour

independence day: ready for a new place he can call home Nabeel, aged 40, is about to move into a flat of his own after living for four years in one of our supported schemes close to the Essex border.

We had taken Nabeel in after doctors in the hospital where he had been staying diagnosed schizophrenia.

Nabeel had been homeless immediately before he was admitted to hospital. Homelessness too often goes hand in hand with a mental illness.

At our scheme, support staff helped Nabeel stabilise his mental health. They also helped him to pick up skills he’d need to live on his own, like cooking and cleaning.

Now that he is moving on Nabeel says he will miss our staff, especially support worker Kim. But he knows he’ll always be welcome to drop by for a cup of tea with us. Good luck in your new home Nabeel.

People we support came from London, Essex and Kent to the festival at Orsett Hall in the Essex countryside to take part in activities designed to make you healthier, wealthier and happier.

There was plenty to do for the energetic and less mobile, lots of delicious and healthy free food and professional advice on work, health and finance. But many guests chose to simply soak up the sunshine at Orsett Hall.

The day rounded off with an awards ceremony to celebrate the amazing people we support, with categories such as services to the community, voluntary work and ‘unsung hero’.

Has your neighbour supported you or others at a time of need?

Tell us about a great neighbour and why you think they should win our Nominate a Neighbour competition, launched in the last issue of Connections.

We’ve had several nominations but we reckon there are still a lot more great neighbours to celebrate - and one of them stands to win £150.

Sensible: health professionals gave our guests advice

Email or write to Connections editor Charlotte Sexton at charlotte.sexton@familymosaic.co.uk or Albion House, 20 Queen Elizabeth Street, London SE1 2RJ

7

finding work recruiting now for our Employment Boot Camps!

8

More than six in 10 of all of you who sign up to our award-winning work initiative are going on to find paid employment.

If you’re looking for a job and want support, motivation and inspiration, get in touch.

Areas covered by the course include nutrition, fitness, confidence, presenting yourself well, managing finance and employability skills.

Upcoming dates: Over 25s Boot Camp Starts 24 June | Runs every Tuesday and Wednesday for six weeks.

Youth Boot Camp For ages 16-24 | Runs from 4 to 15 August | Intense, two-week course For more information contact the employment team on q 020 7089 1345

Employment and mental health Poor mental health can make getting a job an uphill struggle. Employers may not understand the challenges it presents or may be reluctant to give the support needed. But Gemma and Geoff’s stories show it doesn’t have to mean an end to your ambitions

experience is an asset At a very low point with his mental health, 43-year-old Geoff from Essex was offered our floating support to help him cope.

Geoff now works for us as a trainee support worker Poor mental health has been the bane of my life, Geoff writes.

As I write this piece I reflect that almost a year to the day, I was drinking myself into oblivion and swallowing pills by the fistful in an attempt to end my own life.

Struggling to live with depression, anxiety and bipolar, I could see no other option.

I failed in my suicide attempt but, in that failure, I was given a second chance at life. Friends and a Family Mosaic support worker called Fay saved me from further attempts to end things.

I had given up on life but people hadn’t given up on me.

Fay was diligent and tenacious and fought every barrier I put up and every obstacle the health system inadvertently placed in my way.

I engaged in therapy and life began to change, very slowly but change for the better happened nonetheless.

I was still battling the 'invisible illness' when I was given the chance to attend an open day for a Family Mosaic training programme.

I was concerned that the stigma

that often comes with mental illness would stop me from gaining meaningful employment back in the workplace.

I spoke about these concerns to Family Mosaic’s employment team.

They convinced me that my experience of mental health difficulties was actually an asset, that potentially I could use them to help other people.

Family Mosaic offered me an opportunity to use that experience to help others. I’m glad to say I took it up and, as I write this piece, I am sitting at work with other floating support officers.

There was and is no magic wand or cure, but that doesn’t mean poor mental health has to be the end.

carving out a career Gemma, now 21, has struggled with her mental health from a young age. She suffered depression as a child and was diagnosed with a borderline personality disorder Gemma's poor mental health led to difficulties both at home and at school, including bullying.

At times she self-harmed.

Aged just 17, Gemma left her home in Wales for Essex, hoping to make a fresh start.

All that time, said Gemma, she had been 'crying out for help' but neither she, nor her family or the school understood her mental health problems or how to deal with them.

Soon after arriving in Essex her plans fell apart and she found herself homeless. Luckily, Havering Council stepped in, finding her a place at one of our hostels for young homeless people.

After 14 months, we moved Gemma into her own home, with regular visits from a floating support officer to help her adjust to living independently.

But Gemma's chief worry was that she wouldn't be able to find a job. For four years she was on benefits, and hated it but she had no qualifications.

It was then that her support worker suggested she try for an apprenticeship through Family Mosaic, and set up an interview.

First, Gemma met one of our employment coachs to talk about her skills and career ambitions.

Just two weeks later she had a successful interview with one of our contractors, Breyer, which does external building works and communal decorations for us.

Gemma's job includes checking salaries and dealing with account queries. She also goes on-site once a week. Her job, she says, has

taught her to have a very 'flexible attitude' and to take criticism as a positive thing.

She says she used to be shy but her apprenticeship has been the 'best confidence boost ever'.

Looking back on her years on benefits, Gemma says it wasn't all 'sunflowers and daisies', but Family Mosaic was her 'rock'.

Her mental health remains a daily challenge but she now has coping strategies and takes each day as it comes.

Family Mosaic she says, put her on the right path to get the help she needed, when she needed it, and very quickly.

There's more good news.

Just one year ago Gemma couldn't have told you what a quantity surveyor did - which was one of the questions Breyer asked at her first interview.

Breyer is now about to sponsor Gemma as she begins studying for a qualification in quantity surveying.

It feels good being able to pay my rent, my own way, and to give back to society Gemma, 21

Gemma is now proud to earn a wage. 'It feels good being able to pay my rent, my own way, and to give back to society.' Doing an apprenticeship, she adds, has made her 'want bigger and better things'.

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more Changes to our home transfer policy

It is now nearly a year since we launched our repairs reporting service. It has taken far longer than we hoped to provide a service we can be proud of so thank you for your patience and support.

We now have 31 officers on the repairs line dealing with the high volume of calls coming in and waiting times are much shorter.

Answering calls more quickly has been our main goal but we've also 7

made other changes. For example we now have one person whose job is making sure we have enough staff on duty during busy times.  A reminder that it is best to avoid calling us on a Monday or the day after a holiday as they are always very busy. The longer waiting times shown for April and May followed bank holidays. Calls get answered more quickly between 6pm and 8pm or on a Saturday. repairs

Average weekly call waits

6

housing

5

holiday

4 3 2 1

month

February

week

1

2

3

March

4

1

2

April

3

4

1

2

May

3

4

1

2

To ask about Handy Service please call manager Maria Pearson on q020 7089 3200 or email handyservice@ familymosaic.co.uk

£500 prize for winner of our STAR survey £ prize draw 500 We want to know how satisfied you are with your home and the services you get from us. And it could mean a £500 prize for you.

Just tell our polling company, what you think and your name will go into the prize draw. All answers will be treated 100% confidential by the researchers. They will only give us the survey findings and we won't be able to match them to any names or addresses.

The survey will be carried out by phone by independent market researchers Vision One. Over July they will be calling 'general needs' tenants and leaseholders.

If you have any questions or concerns about the survey, contact service improvement and policy manager Gary Le Pla at gary.LePla@familymosaic. co.uk or q0300 123 3456

We also run monthly mutual exchange surgeries at our Albion House office. The next is on 18 July. To find out more and book a place, call William on q020 3478 9927.

74

24

727

52

44

74

402

33

504

200

13

Number of households waiting for a transfer in 2013/14 Number of households we were able to help in 2013/14

call The IT crowd finding a smarter way of working for you We’re carrying out a root and branch review of our working methods to see how computer technology could improve them.

We're calling it We Connect.

To start with, we're looking at housing services, from dealing with anti-social behaviour to estate cleaning, grounds maintenance and lettings.

Our neighbourhood managers already spend most of their time out and about in your area so are seldom in the office. So we have given them each a tablet (a mobile computer) so they can file reports digitally when they are out on visits. These are sent straight to our IT systems and your tenancy

442

for 4+ bed

350

for 3 bed

471

for 2 bed

This September we will start holding local mutual exchange events where you can get expert advice and help to use Homeswapper.

You can look for likely home matches, add photos to your advert and find out other ways to make it more appealing.

We will write with more details and put them on our website closer to the time. Email us now to register your interest at transferconsultation @familymosaic.co.uk

This year we are making more changes to our transfer policy because we are unable to meet the huge demand from tenants wanting a transfer.

Our list has 10 households chasing every home that comes up for letting, making the number we can help in any one year very limited.

As the graphs below show, it means 90% of you will be disappointed.

So come October 2015, we will be taking tenants in Bands B and C off the transfer list. If you are in one of these bands please make the most of the limited time you have left to make bids while you still can.

for 1 bed

Indeed two of our team, Michael Smart and Richard Mumuni (pictured right with director Ken Youngman), have had over 50 and 100 nominations each - putting them in the UK's top league.

The service gives each property visited an all-over MOT, identifying then fixing small repairs and alerting us to any bigger problems spotted.

So far over 4,800 homes have been visited by Handy Service, with 13,900 repairs carried out and other facilities upgraded or renewed.

waiting times slashed for your Repairs calls

average wait in minutes

10

Our popular Handy Service will expand to cover another six areas in June: the London boroughs of Islington, Brent, Kensington & Chelsea, Greenwich and Waltham Forest and our Old Oak homes near Wormwood Scrubs.

The service, first launched in Lambeth, Southwark and Lewisham in 2012, followed by Hackney in 2013, has a whopping 99.3% satisfaction rate, and lots of our workers have been nominated for a Wow! award.

want to move home? come to our mutual exchange days

band C

just dial ✆ 0300 123 3456 » then press 2 open 8am-8pm ● mondays to fridays open saturday mornings ● 9am-1pm

band B

calling the customer care line...

band a

your services More homes to get our Handy Service

and property record automatically updates. It is faster and cuts out a huge amount of paperwork.

In time we hope to make it much easier for you to report repairs to us using a smart phone, tablet or computer. We also think there are better ways to give you 'online' access to information about your tenancy.

More changes coming in the next few months should lead to a more consistent and efficient housing service.

repairs to shared areas handed over to new hands A new contractor, STV, has been appointed to do repairs and other works needed to communal areas at London properties.

We had some concerns about the way the last contractor, Mears, had been doing the work.

STV replaces them.

STV already installs new kitchens and bathrooms for us and does some minor repairs inside our homes. We are confident it will uphold its high standards.

Glorcroft will continue to carry out communal repairs in east London and Essex.

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Staying in touch Head office

General enquiries

Report repairs

Welfare rights officers

Albion House, 20 Queen Elizabeth St, SE1 2RJ q020 7089 1000 www.familymosaic.co.uk

Fore queries about housing or leasehold matters, call the customer care line.

Lines open 8am to 8pm on weekdays, 9am to 1pm on Saturdays q0300 123 3456 then press option 2 h CustomerCareLine @familymosaic.co.uk

q0300 123 3456, then press option 1. Online at www.familymosaic.co.uk

q0300 123 3456, then press option 2 or call your area adviser direct on: north and west London q020 7089 1323 south and east London q020 7089 1187 Hackney and Essex q01268 498 563

Essex office Pembroke House, Northlands Pavement, Pitsea SS13 3DU q01268 498 500

did you know...

Poor mental health can and does affect anyone. The long list of hugely successful people from history who we know were affected includes MPs Winston Churchill and Benjamin Disraeli, authors Charles Dickens and Leo Tolstoy, artist Pablo Picasso and actors Cary Grant and Audrey Hepburn. Naturalist Charles Darwin had life-long problems with his physical and mental health. More recently celebrities who have spoken in public about their mental health include actor Angelina Jolie, boxer Frank Bruno and Eastenders star Patsy Palmer.

connections is your magazine Connections is written for you, to tell you about service changes and local news. We are always looking for people to contribute ideas, write news or features or take photos of things of interest happening in your community.

If you would like to contribute, contact editor Charlotte Sexton by email at charlotte.sexton @familymosaic.co.uk or call Charlotte on J020 7089 1140.

If you would like to get Connections by email, or not at all, please let us know!

PRINTED AND DISTRIBUTED BY COUNTRYWIDE PUBLICATIONS ON PAPER FROM SUSTAINABLE SOURCES ✆ 01502 725 832 SUBEDITED & DESIGNED BY thompsons ✆ 01732 750 433

Care and support London q020 7089 1000 Essex q01268 498 500 Employment team q020 7089 1345

Keeping vulnerable adults and children safe from abuse We take your safety very seriously and have a special ‘safeguarding’ policy and systems to alert us to any sign that a vulnerable child or adult is being abused.

Our people are trained to make your safeguarding and wellbeing central to everything we do. But we also need you to tell us if you are worried that you or someone you know is being abused.

Abuse is someone being hurt, neglected, bullied, or taken advantage of, so it can include spending or stealing your money.

Abuse can be done by a stranger but you can be abused by someone

you know – and trusted.

If you see anything that causes you concern, please let us know.

We have a duty to act on it and will make sure you, or anyone else at risk, gets all the help needed.

You can report abuse using a confidential email address monitored by our company secretary: concerned@ familymosaic.co.uk Or, if you prefer, you can speak to your neighbourhood manager or support worker or a customer care line officer q 0300 123 3456.

does family mosaic need to improve written communication?

MESSAGE FROM THE INDEPENDENT RESIDENT SCRUTINY PANEL The Resident Scrutiny Panel is currently scrutinising Family Mosaic’s written communication with residents. We will consider whether communication is accessible, effective, informative and respectful.

As part of this review, we will be looking at the Family Mosaic website.

In response to a resident complaint, we are also looking at the letters that are sent in relation to the annual gas safety check.

Your knowledge is important to us so if you would like to add your comments or share your experience of how Family Mosaic communicates with you, please let us know. Your views will influence the recommendations we make to Family Mosaic.

You can contact the Resident Scrutiny Panel by emailing us at fmirsp@outlook.com