YOUR QUARTERLY MAGAZINE FROM FAMILY MOSAIC
SUMMER 2013
COMMUNITY THERE TO HELP WHEN YOU NEED IT MOST q see pages 4 and 5
AFFORDABLE HOMES 3
Nationwide campaign
GOING GLOBAL 8
Dan and Blake's travels
SCRUTINY WORKS 12 Tenant panel's message
2
editorial we can...
news round-up
COMMUNITY
Yes to Homes
What is a community? A simple question but not one that’s easy to answer. It means different things to different people. You could define community as being you and your neighbours. But it doesn’t have to be where you live. You might feel you have a shared bond or interest with another group of people. It could be people you are linked to on Facebook or those you meet at a club or church. It could even be the Family Mosaic community! My main communities are my family and sports interests.
Why is this question important to us? We want our homes to be places that people want to live in. And since most people say a sense of community makes a place better, we think it’s crucial. We need contacts and conversation with other people for our own mental and physical wellbeing. A community is a social network so it offers support when you need it. We are committed to improving your health and wellbeing with our housing so we believe communities are worth investing in.
inside this issue 4. 5
JUDGING THE STARS
COMMUNITY
11 YOUR SERVICES
WHAT A WASTE!
Why waste good food? Eat well for much less
FRIENDS NETWORK Official launch for befriending network
Magazine's surprise role for our young Youth Academy volunteers
WHAT IS IT?
FINDING WORK
A bird, a plane? You tell us what you think makes a community
PHOTO CREDIT: C0VER AND EDITORIAL BY PAUL SANDERS
6, 7
REGIONAL NEWS
Local news and events
8, 9
YOUTH ACTION
Get our help to set up a childcare business
10 HOME MOVES
HOMESWAPPERS ROADSHOW One way to escape the bedroom tax
GOING GLOBAL
Follow Blake and Dan's incredible adventures with Raleigh International
COUNTRY LIVING Retire to the seaside!
12 SCRUTINY PANEL
WORKING FOR YOU
Tenant panel reports on services under scrutiny
CONTACTING US CONNECTIONS IS YOUR MAGAZINE
Connections is written for you, to tell you about changes to your services and local news. But we want you to contribute ideas, write articles and send in photos of your community. If you’re interested, contact the editor at charlotte. sexton@familymosaic. co.uk or call Charlotte J020 7089 1140.
We try to help bring communities together in many ways. This issue of Connections features some. My biggest hope is that our community work creates opportunities for you to reach out to other people. A 10-minute chat with a neighbour or helping an elderly or disabled neighbour with their shopping can make all the difference, for them and us. We do our best to help communities thrive, but the real power is in your hands.
Brendan Sarsfield Chief Executive
EARN £25
NOISE NUISANCE FOCUS GROUP Have you reported a case of noise nuisance or made a formal complaint about it?
Whether your case is ongoing or closed, why not apply to take part in informal discussions with the independent resident scrutiny panel. See page 12 for more details.
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 Quigley, SE15 Essex: Ms Sheppard, RM16 North/west: Mr Griffiths, N20 East: Mr Ashwood, E5
If you would like to get Connections by email, or would rather not get it at all, please tell us!
In this edition of Connections we celebrate community – what it means to you and what it means to us, and how a good and supportive community can make life better, especially when times get tough
HELP US BACK NHF CAMPAIGN FOR MORE AFFORDABLE HOMES Most of us feel part of the community where we live and want to stay close to the support of friends, family and neighbours.
Housing crisis
But the UK has a housing crisis far too few homes are being built and, with waiting lists soaring across the UK, people are being priced out of their communities. The national organisation for housing associations, the National Housing Federation, is calling for
action on the crisis. The solution, it says, is building lots more homes for low cost rent or subsidised sale. But that needs more communities to say Yes to Homes. We are asking you to support the Yes to Homes campaign by writing to or emailing your local councillors, asking that more homes for low income households be built in your neighbourhood. Councillors are there to give a voice to communities, so they have to listen to you!
To add your support to Yes to Homes visit www.yestohomes.co.uk
GET SNAPPING THIS SUMMER!
I
Take a photo for us of your community and we’ll give £20 of Amazon vouchers for the best picture. The best three will be printed in the next edition of Connections. Send your pics to Connections editor charlotte.sexton@ familymosaic.co.uk or post them to Albion House, 20 Queen Elizabeth St, SE1 2RJ Deadline: 15 August 2013
REPORTING REPAIRS… MAKING IT EASIER
SAVE MONEY ON RENT USING ALLPAY MOBILE
From late summer all your calls about repairs will be handled by our customer care line instead of our contractor call centres.
This month we are giving a test run to a new mobile service run by allpay, that adds a 10% loyalty reward to your rent account every time you top-up your allpay mobile.
You won’t have to do anything differently but should find it becomes easier and more efficient. To report a repair, just dial J0300 123 3456 as usual, followed by option 1. After that, choose option 1 if you're in London, option 2 for Essex. We also hope you are finding our extended customer care line opening hours helpful. Call us between 6pm and 8pm Monday to Friday and 9am to 1pm Saturdays and you should find you spend a lot less time waiting in a queue.
Register for your SIM online and it will be posted to you direct. You will first need to get a payment reference for your rent account from us to register. For details or to register visit www. allpaymobile.net or call J020 7108 6263.
f Member benefits include: ●● allpay Mobile members can pay all their rewards into one rent account ●● free calls to allpay Mobile users ●● no need to change mobile or number ●● savings on calls, texts, internet use.
3
all about community Community is a word used a lot these days, by politicians, the media, advertisers, and by us. Communities come in all shapes and sizes. Sometimes they’re hard to define. Sometimes it takes difficult times for communities to come together. The 2011 riots are a good example. Communities can be a powerful force for change. Each one of us has an individual voice, but together we have a collective voice and that’s stronger.
4
HEALTH TIPS
Hackney's over-50s are fast off the starting block when it comes to learning about healthy living. Over 40 turned up to a special event for health checks and exercise tips. And we got useful info that will help us to tailor the support we give to all of you wanting a healthier way of living. Our health and wellbeing team is targeting older tenants in parts of London in the first stage of a bigger drive to help boost your health.
FRIENDS NETWORK GETS APRIL LAUNCH Offering your hand in friendship costs nothing and where better to find friends than your local community? Our volunteer befriending network, set up to tackle loneliness, got its official launch in April.
Smiles all round
It was a great afternoon, with volunteers, customers and staff finding plenty to smile about, and even dance! Hackney’s Bells Project already enjoys Monday coffee mornings through our befriending network. One resident said: ‘We love getting together once a week to play Bingo and to have a chat. Everybody always enjoys it.’ The befriending programme now covers London and East Sussex. If we find it’s working well for those of you there, we’ll also start it up in other areas. Find out more or apply to become a volunteer by calling volunteer programme coordinator Toni Rushton on J020 7089 1096 F 07795 644 259 or email toni.rushton@familymosaic.co.uk
It’s people that are there when you need them most. After a stroke I was in hospital for nearly four months. I couldn’t walk or talk. If Christine, Ian and my other good neighbours hadn’t visited me in hospital and encouraged me to do things, I would not be back home and getting on with my life. I can’t thank them enough.’
It brings people together from different cultures. It is sharing ideas. It’s about creating a better place to live in. Community and making people feel included is important to me, which is why I help out at the Bells Older People’s Project.
Mary, north London
Community is all about people - bringing them together from different estates, cultures and backgrounds into one group that can work together and share a passion. My job is helping people achieve things in their neighbourhood. It puts a smile on my face seeing people motivated to get out of the house for trips and to learn new skills.
Aurelia, Family Mosaic apprentice
5
Tobi Wilson, social inclusion projects officer
WHAT IS A COMMUNITY? It takes more than one pair of hands to raise a child. With our project, green-fingered parents and youngsters living in flats are enjoying a shared garden and growing vegetables. We didn’t really know each other before but now we spend a lot of time together, both in and out of the garden, which is great. Nicole Odi, community champion
It’s a social group of any size that shares common values. It allows us to help and respect each other. We’re free to socialise, feeling secure and safe. John, volunteer
My first project was a Jubilee street party, funded by Family Mosaic. It really brought people together. I now run French lessons at a local library. Our community has residents from different backgrounds. It’s good to bring these cultures together to share experiences. We can help each other and I like to share my language skills. Chiho Sharp, community champion
It means support for the less able by the more able and treating everybody with dignity. David, volunteer
If you want to get your neighbourhood improved, our community champions project can help. Give Tobi a call on J020 3544 9427 F 07852 259 629 or email tobi.wilson@familymosaic.co.uk
It's all about helping people. I wanted to use my experience as a counsellor to help women with their relationships, personal development and employment skills. Working on my project makes me feel empowered and I want every woman to feel the same. Dawn Miller, community champion
It’s a place where you all look out for each other and each other’s children. You may look different and speak different languages, but you stick together through difficult times. Volunteer befriender Georgia
Being part of one gives you a wonderful feeling of belonging to something that is always growing. You get involved in something useful, learn new things, and meet new and interesting people. A ‘community champion’ has a rare gift for bringing others together, to be part of a better life in a friendly, caring society. Pierre, north London
local news
from north/west London
Family Mosaic would like it made clear that Mosaic, a company now at the centre of allegations over failing care standards, is not part of our organisation and operates in a totally different part of the UK.
BUILD UP A RESERVE OF GOOD DEEDS IN TIMEBANK
WOLVES WINNING STREAK 6
Isledon Wolves under-13s, a Family Mosaic-sponsored football team from Islington, has just wound up its most successful season yet, winning the Treble
Isledon Wolves under-13s have this year won the prestigious Camden & Islington Midweek League ‘A’ Division and the Camden & Islington Midweek League Challenge Cup.
Away game
TIME BANK NETWORK OPENS IN EARLS COURT Community Connect gets
a musical introduction
In the first season the team from Islington’s Isledon Village, pictured, played 11-a-side in the Harrow Youth Football League, winning the Division 3 title. ‘I am immensely proud of the boys,’ said coach Adrian Daley. Isledon Wolves club chairman, and Family Mosaic estate services officer, Jim White has thanked us for our ongoing support. ‘Youth football plays such a positive role in so many young people’s lives,’ Jim said. ‘Our sponsors help to keep it affordable so no one is excluded just because of a lack of money.’
Earls Court locals had a whale of a time launching their own version of Time Bank: Earls Court Community Connect.
Musical launch
TAKING THE PAIN OUT OF MOVING They say moving home is one of the most stressful things you can do. And when you’ve lived in the same community for 37 years, leaving is extra hard.
Life gets harder
That’s how long Mrs K had lived in her Islington home. Most of those were happy years but as she got older Mrs K began to feel isolated and vulnerable, and was finding her house hard to manage. Neighbourhood manager Sylvia Farrah saw that Mrs K needed support but at first, had a hard time persuading her. Other staff
stepped in and gradually Mrs K began to trust us and accept help. But the biggest change was a move to a bungalow in Essex. Staff from lots of teams pitched in to help and even though Mrs K now isn’t our tenant, Sylvia has made sure she gets support from a local service. Neighbourhood manager Laverne also went beyond the call of duty to help make sure Mrs K got settled in. She drove over 200 miles to take Mrs K to her new home, took her to buy a new mobile phone and Many hands: Laura, Khali even made sure she had enough l, Nik, Angus and Ellis help Mrs K prepa re to downsize food for the weekend.
Time Bank, the community network that turns into ‘bankable currency’ the hours you spend helping others opened for the first time in Earls Court in March
CONCERTED ACTION REACHING OUT INTO THE COMMUNITY Concern over a lack of community spirit, led staff from our Youth Academy, housing management and incomes teams to make a joint visit to Lancaster Close to plug some of the great opportunities we are offering, like apprenticeships and help finding a job. Over the summer we’re also going to be working with Barnet Homes. We’re hoping that by boosting our presence on the estate we can make it a better place to live.
Guests at the event were treated to live music, tasty food courtesy of Jamie Oliver’s new social enterprise Recipease, arts and crafts, laughing yoga and exercise classes. Time Bank is a great way for everyone in a community to swap skills and services. You ‘bank’ the hours you put in and spend them, when you want, on services other people can give in return. So you might do a bit of decorating or DIY for someone, and someone else could maybe weed your garden or give your children tutoring in languages or maths, for example. For every hour you give to the Time Bank, you get an hour of credit. There is no lower limit to the time you put in - you can take part as and when you have time. Already members are exchanging skills and services including reflexology, tutoring, dance classes and computer support. If you live in Earls Court and want to get involved in Earls Court Community Connect, call Rachel Hamburg on q07423 430 810 or email Rachel at eccc@turning-point.co.uk Remember to tell Rachel that you are a Family Mosaic resident.
7
YOUTH FORUM IS JUDGE AND JURY TO STARS
finding work
GOING GLOBAL ADVENTURE OF A LIFETIME
Our Youth Academy's youth forum earlier this year formed part of a judging panel for a competition run by Inside Housing, the UK's leading magazine on housing matters
DO YOU HAVE A PASSION FOR WORKING WITH CHILDREN?
Youth forum members teamed up with our football academy to help judge the magazine's Rising Stars competition.
Two of our young people set off for the adventure of a lifetime with Raleigh International in February, leaving Essex for two very different locations. Dan Brenland travelled to Borneo while Blake Thomas headed south to Tanzania. Time to catch up with the boys! Dan and Blake recently returned home after 10-weeks overseas with Raleigh International. A chance to see the rainforest and try scuba diving had ticked Dan's box, while Blake was keen to see the east African wildlife.
Now back in Essex they are looking for work that will hopefully use their new experience and skills. Both say they would very much
Proper grilling
Those competing for the top prize had to persuade our panel that they had the best ideas for promoting a career in housing to school leavers. Our panel took the job seriously, asking tough questions on their presentations and ideas. Nadir Abdullah, 16, questioned one
recommend Raleigh International to other young people wanting adventure, and with a genuine desire to help others.
presenter's focus on social media. Not everyone can afford to have internet access, he pointed out. Our judging panel were themselves judged highly, with the finalists they quizzed saying the questions asked had got them thinking and raised new issues. Inside Housing approached our Youth Academy to help judge their Rising Stars finalists after our academy won the Tenant Participation Advisory Service national award for Excellence in Youth Involvement last year.
Mission objectives
But their journeys also had purpose. Adventure was one aim. Numbers two and three were learning about community and the environment. And before so much as packing a hankie, they had to raise funds for their adventures. In Borneo, Dan helped build a kindergarten for the children of one village, while Blake helped build brick stoves to make cooking easier for people in Tanzania. The first shock for both had been the extreme heat getting off the plane. They also noticed cultural differences to life in the UK. For Blake what stood out was school discipline and how people looked after their animals. He also noticed that, even with very few resources, people seemed happy. 'As we walked past people's houses they would come out with food for us,' Blake said. ‘It really made me appreciate what I have and I was just really happy that I could help the community by building something sustainable.' Both boys were overwhelmed by the welcome they were given by the communities they visited.
PHOTO CREDIT : JONATHAN GOLDBERG
8
youth action
Olawale, right, and editor Stuart
Miriam prepares her questions
CASH HELP TO KEEP THE KIDS BUSY Do you have a child aged 5 to 15? You could be in with a chance of up to £200 to help keep your children happy and busy this summer
Happy days: Blake, above, brickmaking in Tanzania and Dan in Borneo
Our Youth Academy is offering a one-off grant of up to £200 for one child (max £400 per household) to help cover the cost of holiday activities. You can choose the activity. It could be sports or a trip to the theatre, for example. We can't pay for every child so you'll get priority if you work or are in education or training. We will want feedback so you will be asked to take part in a phone survey in September. And whoever runs the activity has to sign up to our scheme.
To apply email reg. amoah@familymosaic. co.uk or call/ text F 07931 551 647 giving your full name, address and postcode, a number to call you on and/or your email address
If you'd like to start your own childcare business, we want to support you. Maybe you want to run a crèche, be a childminder or offer day care? If you don't have experience or a qualification, don’t let it put you off. We can help you to get relevant training for working with children and managing your own business.
UNEMPLOYED OR LOOKING FOR A NEW JOB? WE CAN HELP! In just 12 months up to March 2013 we helped 301 people find a job! This year we have even more staff and resources to help you find the right type of work. We can offer you: ●● motivational one-to-one coaching linked to realistic employment targets ●● guidance and support to create and complete a CV, cover letters and job application forms ●● work placements, work shadowing and mock interviews ●● access to free accredited and non-accredited training ●● apprenticeship opportunities ●● in work support. If you are interested in working with children or want help finding a job call the employment team on J020 7089 1345 or email employmentteam@ familymosaic.co.uk
9
home moves
10
your services
FIRST HOMESWAP ROADSHOW TARGETS BEDROOM TAX FEARS
SHORT SUPPLY OF AVAILABLE HOMES: SO WHO COMES FIRST IN THE QUEUE?
You want to move home, but worry about long waiting lists or being hit by the bedroom tax? Why not find a homeswap with someone else in the same position?
We don't have an endless supply of homes so, when one comes up for letting, we work out carefully who needs that type of home most. We give people on our transfer list a band (A, B or C) matching their level of need. In April we began putting labels on property adverts to show which bands will get priority for each home. We have also given ourselves a target of letting 160 Family Mosaic homes that come up for letting to people who are already our tenants, and need to move. These are our targets: Band A: 65% of the 160 homes
We recently held our first homeswapping event for Islington and Hackney tenants who've been hit by the bedroom tax.
Team effort
Together with Southern Housing Group and Circle 33, we offered practical help and advice on finding a suitable swap.
There were more than 60 homes advertised at the event, with some suitable for tenants looking for a smaller home to avoid having to pay the bedroom tax. We may hold events like this in other boroughs so, wherever you live, if you are overcrowded or are now having to pay the bedroom tax, please contact us.
To find out more about homeswap roadshows and the different ways to move home, email us at Londonhousingoptions@ familymosaic.co.uk or call J0300 123 3456 Rthen option 2.
WHERE ELSE TO FIND A HOUSE MOVE...
e www.homeswappers.co.uk e www.housingmoves.co.uk
Do you dream of escaping city life? You can find out more about Seaside & Country Homes, and apply, online at www.housingmoves.org
Band B: 25% of the 160 homes Band C: 10% of the 160 homes
On our website you'll find twice yearly updates showing how well we are meeting these targets.
The Seaside & Country Homes (S&CH) scheme offers council and housing association tenants living in London a chance to move to a new home, in the country or by the sea. If by moving you'll be giving up a large London home, you'll get priority for a S&CH home. S&CH works with housing associations in Cornwall, Shropshire, Cambridgeshire, Norfolk and Lincolnshire. They own about 3,200 bungalows and flats. If you are offered a place that you want to move into, you will have to sign a new tenancy agreement with the housing association that owns it. Your new responsibilities may include looking after gardens and grounds, as well as the inside of the property. Bear this in mind before accepting an offer.
CALL THE CUSTOMER CARE LINE
JUST DIAL ✆ 0300 123 3456 » THEN PRESS 2 OPEN 8AM-8PM ● MONDAY TO FRIDAY AND SATURDAY MORNING 9AM-1PM
&
SAVE FOOD SAVE MONEY
The charity Love Food Hate Waste claims that we're throwing away more than 7 million tonnes of food and beverages each year. And most of it was still good enough to eat or drink Love Food Hate Waste says a lot of food is being wasted because of confusion over best before and use by dates. According to the government's Food Standards Agency, the best before date refers to taste, texture and appearance. It is there to remind shops that they should start getting in fresh stock. What it isn't is a signal to us that we should throw it in the bin.
YOU SAID... it isn't clear what
we mean by a fire hazard in a communal area
WE LISTENED and... added to
sign up packs for new residents a fire evacuation and safety guide and communal disposal procedure. We hope it's now clear what can cause a fire hazard indoors.
YOU SAID... before we force
entry in the case of an emergency, you wanted more notice
WE LISTENED and… we will only
What to look for
Look out for the use by date because that is more important. The use by date is calculated by food manufacturers and lets us know when any harmful bacteria might start to grow. But it doesn't always mean eat by. And by freezing some products you can extend their life.
YOU SAID AND WE LISTENED: SHAPING UP OUR SERVICES
Risky: eggs past their best The only thing you shouldn't eat after the best before date is eggs because there is a risk that they will contain salmonella.
Some organisations are trying to cut food waste by selling products online that are coming up to – or even past – their best before date. Both these companies deliver straight to your front door.
APPROVED FOOD R www.approvedfood.co.uk
Sells short dated and leftover stock and says it could cut more than 70% off your grocery shop. It sells lots of major brands. Anything with branding taken off is normally from one of the big supermarkets.
FOOD BARGAINS Rwww.foodbargains.co.uk
Specialises in full date, clearance, short dated and out of date food and drink, at what it says are the lowest prices on the internet.
force immediate access without your consent if there is a very serious threat to someone's safety or property. We'll first make every possible attempt to contact you, using details on our tenancy file. We will change the lock and tell you where to pick up the keys.
YOU SAID.. it was unclear what
Section 20 of the Landlord and Tenant Act says about consulting leaseholders on major repairs
WE LISTENED and... have given
housing staff detailed training on leasehold. We also now have a leasehold specialist in our housing management teams.
YOU SAID... you weren’t sure how
a starter tenancy became 'assured' after the 12-month probation
WE LISTENED and… make sure
starter tenancies are now recorded, reviewed at 10 months and we tell you if your tenancy is going to be converted or probation extended.
11
MESSAGE FROM THE INDEPENDENT RESIDENT SCRUTINY PANEL
SCRUTINY WORKING FOR YOU
12
We have identified a number of areas of Family Mosaic’s service that we plan to study in-depth over the year. Among them are the way staff handle our complaints about noise nuisance and, more broadly, their procedure for responding to and investigating complaints.
If you have reported noise nuisance or made a formal noise nuisance complaint, even if it has been dealt with or your case is closed, we’d like to hear from you. If you'd be happy for us to interview you or want to take part in an informal discussion group let us know.
FIRST REPORT TO THE BOARD LEADS TO RAPID IMPROVEMENTS Our first full report, following our scrutiny of the customer care line, was accepted by Family Mosaic's board late in 2012. We are monitoring Family Mosaic’s progress in putting into practice the recommendations.
Call centre: longer opening hours
We have already seen one improvement resulting from our report to the board, with the customer care line opening hours extended by 16 hours a week. The customer care line is now staying open until 8pm on weekdays and now also offers a weekend service.
We have held monthly general meetings this year during which we reviewed, updated and agreed new terms of reference and a code of conduct. We have discussed recruiting new panel members and communications with Family Mosaic.
PRINTED AND DISTRIBUTED BY COUNTRYWIDE PUBLICATIONS ON PAPER FROM SUSTAINABLE SOURCES ✆ 01502 725 832 SUBEDITED & DESIGNED BY the thompsons ✆ 01732 750 433
JOIN US TO HELP IMPROVE FAMILY MOSAIC SERVICES We will be recruiting new members over the coming months. If you’re keen to improve Family Mosaic’s services by helping us to scrutinise and inspect its work, we’d like to hear from you!
We meet about twice a month. Membership is voluntary and unpaid although your travel, the cost of registered child care and any broadband expenses you incur are paid.
Staying in touch with us General needs housing or leasehold enquiries: Customer care line q0300 123 3456, option CustomerCareLine@ familymosaic.co.uk Open from 8am to 8pm weekdays 9am to 12pm Saturday mornings Report repairs 24 hours a day online at www.familymosaic.co.uk or q0300 123 3456, option If you live in London press 1 If you live in Essex press 2 Head office Albion House, 20 Queen Elizabeth St, SE1 2RJ q020 7089 1000 www.familymosaic.co.uk Essex office Pembroke House, Northlands Pavement, Pitsea SS13 3DU q01268 498 500 Care and support London q020 7089 1000 Essex q01268 498 500 Welfare rights officers To speak to a welfare rights officer call the customer care line on q0300 123 3456, option or call the adviser for your area: north and west London q020 7089 1323 south and east London q020 7089 1187 Hackney and Essex q01268 498 563 Employment team (formerly Pathways2work) q020 7089 1345
APPRENTICESHIPS! JOB OPPORTUNITIES! CONSTRUCTION
All London boroughs, 16-24 year olds
HOSPITALITY
All London boroughs, all ages!
SECURITY JOBS
All London boroughs, all ages
If you 'd like to be considered for the scrutiny panel or to volunteer to take part in a noise nuisance focus group, please email your details to resident.scrutiny@familymosaic.co.uk or call us direct on q020 3544 9409.
BUSINESS AND ADMINISTRATION All ages!
Contact us urgently q 020 7089 1252 employment team@familymosaic.co.uk