Our Voice Summer 2017 by Longhurst Group

LONGHURST GROUP CUSTOMER MAGAZINE - SUMMER 2017

INSIDE… YOUR STORIES MONEY ADVICE WELCOME TO AXIOM OUR VALUES ASSISTING THE FIRE SERVICE FOCUS ON MARY STREET WIN £50 SHOPPING VOUCHER

VOLUNTEERING IS A BEAUTIFUL THING Find out how we’ve helped Maria transform her life and make a difference to others

CONTENTS: In this issue… 4-7 News from around Longhurst Group 8-9 Home from home 10-11 Money talk 12-13 Health and wellbeing 14-15 Just the job 16-17 Around your way 18-19 Customer story Back Competition

Tap Longhurst-group.org.uk Like /FriendshipCandH / LandHHomes / spirehomes Tweet @longhurstgroup Email communications@longhurst-group.org.uk

HAVE YOUR VOICE HEARD We’re looking for customers from across all of our housing associations to get involved in the production of your newsletter, Our Voice. By joining the brand new Longhurst Group Editorial Panel you can have you say about what we report. Four meetings a year will be held virtually, rather than in person, meaning you won’t need to travel miles to have your say!

If you are passionate about the news you receive and want to be involved in helping Longhurst Group communicate to our customers, then we’d like to hear from you. Please email communications@longhurstgroup.org.uk for more information.

LONGHURST GROUP CUSTOMER MAGAZINE - SUMMER 2017

A WARM WELCOME... Welcome to the summer edition of Our Voice. By the time you read this, I’d imagine that summer will be drawing to a close and the weather will feel a more autumnal feel. We have taken the decision to cut back on the print run of the newsletter and this is the first publication that won’t be posted directly to all customers. However, the publication will continue to be available on the Longhurst Group website and will be emailed to those that would like to receive it. A small number of printed copies will be available at each office and anybody wanting to receive a hard copy can get in touch to request one.

It’s been a momentous few months for

new editorial panel. If you’re interested

Longhurst Group since the last edition

in being part of the group, then we’d

of Our Voice. We have gained a new

love to hear from you.

member in Axiom Housing Association, increased the number of properties we

Below, you can also see details of

own and manage to 21,000, following a

Longhurst Group’s new values. These

significant stock transfer, and continued

are the guidelines that inform the way

our ambitious development plans. You can read about all of these updates

colleagues across the Group see their role, the way they behave and the

in this magazine, which also features

positive difference they make to people’s

some inspiring customer stories about

lives. That positive difference is well and

people that have benefited from the

truly on show during this publication.

understanding and support of Longhurst Group colleagues.

I hope you enjoy the read and we’ll be back with you soon.

As you will see on page two, we are looking for customers to join our brand

Jon Reeves

OUR NEW VALUES... After seeking feedback from colleagues across the organisation, Longhurst Group has reshaped its values. We are now united by these shared values that guide everything we do as a Group and show what matters to us. Our Values are: In it together – We stand together as one team with one vision to make a difference to people’s lives. Heartfelt service – Everything we do shows we care deeply about our customers and colleagues. Own it – We do what we say we do to the best of our ability, with pride and passion. Push the boundaries – We strive for excellence, constantly looking for fresh ways of doing things. Fun and fair – We work hard, enjoy it and treat everybody equally, with respect and honesty.

In it together

Heartfelt service

We stand together as one team with one vision to make a difference to people’s lives

Everything we do shows we care deeply about our customers and colleagues

Own it

Push the boundaries

Fun and fair

We do what we say we do to the best of our ability with pride and passion

We strive for excellence constantly looking for fresh ways of doing things

We work hard, enjoy it and treat everybody equally with respect and honesty

4. NEWS

A DAY OF CELEBRATIONS AS AXIOM JOINS THE GROUP Longhurst Group celebrated in style at the beginning of July after Peterborough-based, Axiom Housing Association, officially joined our ranks. This exciting partnership, which was formally agreed in March, brings together two organisations recognised for high levels of performance and governance. It brings the total of properties we own and manage to over 21,000 across the country and will lead to the development of 700 new homes a year.

As a result, the Group’s turnover will increase to over £160m within five years and a healthy 30 per cent operating margin. We marked the occasion with a series of events at each of our 80 offices and residential schemes, including a visit from a bespoke ice cream van. The events also included a balloon launch from Axiom’s base at Peterborough and the unveiling of new signage. Longhurst Group Deputy Chief Executive and Chief Financial officer,

LEASEHOLD PORTFOLIO INCREASES BY A THIRD We have significantly increased our leasehold portfolio after completing the transfer of 27 leasehold schemes from Waterloo Housing Association Longhurst Group took responsibility for the schemes, which comprise over 600 properties, at the beginning of July. The schemes are mostly located in Leicestershire and Birmingham, with a selection in Hertfordshire, Grantham and Cambridgeshire. Sharon Guest, Executive Director of Housing Services at Longhurst Group, said: “This transfer further emphasises

the Group’s ambition to grow, both in terms of the number of properties we own and manage and by extending our reach into new areas across the Midlands and beyond. “It also illustrates our commitment to provide a diverse range of properties that ensure we give greater choice and flexibility to people that are looking for high-quality affordable housing.”

Rob Griffiths, said: “It was important to celebrate this partnership and for the whole organisation to officially welcome Axiom colleagues to the Group as we look towards an exciting and successful future together. “This partnership is significant for the future of Axiom and Longhurst Group. We are stronger together, both financially and through shared resources and expertise, and will be able provide an even better service for customers.”

5. NEWS

MORE AFFORDABLE HOMES IN LINCOLN Longhurst Group has been given the keys to the final two affordable homes at a new development in Lincoln after Lincolnshire housebuilder Chestnut Homes recently handed over two shared ownership bungalows at its LN6 development. Seven of these homes – four two-bedroom bungalows and three two-bedroom houses – will be made available for shared ownership, while four one-bedroom apartments will be allocated for intermediate rent.

NEW DEVELOPMENT TO REVITALISE RUTLAND VILLAGE

WORK BEGINS ON NEW HOMES IN NORTHAMPTON Work has begun on Spire Homes’ new development of 82 homes on Bective Road in Northampton.

Group, said: “Starting on site at

The project, a collaboration with leading affordable housing provider Westleigh and Northampton Borough Council, will see a mix of one bedroom flats and two and three bedroom houses provided.

“It represents another great example

Bective Road is another milestone on our journey to deliver 2,500 new homes by 2019.

of our successful partnership with Westleigh

and

emphasises

our

commitment to continue working closely with local authorities, such as Northampton Borough Council,

Ian Jackson, Executive Director of Portfolio Investment at Longhurst

to deliver quality, affordable housing where it is needed the most.”

Work recently began on the transformation of an outdated housing scheme into a stunning new 29-home development. Having started on site in late February, Spire Homes and Lindum Construction have now officially broken ground at Bayleys Close and Beckworth Court in Empingham. The new development will see homes completed in batches between November this year and March 2018 and comprise properties for affordable rent, shared ownership and outright sale. The project is also the 100th that Longhurst Group has registered with the Considerate Constructors Scheme.

6. NEWS

DEMENTIA CAFÉ A GREAT SUCCESS

IT’S A HAT-TRICK FOR AXIOM

A new dementia café launched at The Spinney residential scheme in Peterborough has proved to be a great success.

Willowbank, Friary Court and The Pavilions received the ratings following unannounced visits from inspectors in June.

Set up by Axiom Extra Care Scheme Manager Angela McDougall and Suzy Hollingsworth from the Dementia Resource Centre in Peterborough, the new café welcomes anyone who is affected by dementia and provides a supportive environment. The Café is held on the last Thursday of the month from 10.30am to 12noon.

Three of Axiom’s extra care schemes have received overall ratings of ‘Good’ from the Care Quality Commission, following recent inspections.

Director of Operations Stuart Fort said: “These are really good reports and a true reflection of the service we provide to residents.”

IN LOVING MEMORY OF WIN The memory of Win Liggins, the first resident to move into a new home on Longhurst and Havelok Housing’s Holly Green scheme 27 years ago, has been commemorated by the unveiling of a new water feature. Win enjoyed many happy years at the popular scheme in Stapenhill, Burton on Trent, with her husband Harold, before he passed away eight years ago.

RESIDENTS DONATE BREAKFAST ITEMS The Axiom Residents’ Forum (ARF) recently joined supported housing managers to donate dozens of bags of breakfast items for Peterborough Foyer and Hostel residents. Fay Moore, Head of Supported Housing, said: “Very often vulnerable people skip breakfast and we know that when trying to overcome substance or alcohol misuse, a healthy diet, especially breakfast, is part of a process we want to encourage. “ARF very kindly donated a tremendous amount of breakfast items which they secured through funding from our contractors.”

Recently, Win passed away at the age of 95 and her family donated the water feature for the communal garden in her memory.

7. NEWS

SPIRE TEAMS UP WITH FIREFIGHTERS TO SAVE LIVES Spire Homes is helping to save lives by providing realistic training environments for Leicestershire Fire and Rescue Service (LFRS), after granting the use of two semi-detached properties on Brooke Road in Oakham to help local crews replicate potentially life-anddeath emergency situations.

drills in a more realistic environment and

Andy Wright, Spire Homes’ Housing

yet harmless smoke.

Services

Team

Manager,

explained:

“This site has been earmarked to be redeveloped and so these houses are

ultimately, help keep communities safe.” The crew from the nearby Oakham Fire and Rescue Station regularly use the site for training exercises. Recently, they were joined by their counterparts from Melton Mowbray Fire and Rescue Station to rescue a dummy that had been hidden inside one of the threebedroomed homes filled with realistic,

Nearby

residents

were

made

fully

aware of the plans beforehand and the cosmetic smoke used quickly dispersed.

standing empty. We can’t use them for anything else so we wanted to give

Oakham

them a different purpose that would

Cotton, said: “We’re very, very grateful to

benefit the local community.

Spire Homes and Longhurst Group for

Watch

Manager,

Wayne

making these vacant homes available to “We have a good relationship with our

us.

fire and rescue services and decided to make these homes available to local

“It’s a fabulous training facility and it

crews, so that they can practice their

really is as realistic as our training can be.

“Everything that our crews face at a real fire, they also encounter when we hold exercises in these properties, so it really is as good as it gets. “I have to take my hat off to Spire and Longhurst Group for making this happen; it’s helping us to save lives.”

FIRE EVACUATION ADVICE Following the tragic events at Grenfell Tower in May, Longhurst Group provided customers with fire evacuation advice, which included details of risk assessments, evacuation policies and fire doors. For more information, visit longhurstgroup.org.uk or, if you have any concerns about fire safety in your property, please get in touch.

8. HOME FROM HOME

A DAY IN THE LIFE OF… A HOUSING OFFICER MARIE Gillott and Natalie Humphrey are both Neighbourhood Officers for Longhurst and Havelok Homes (L&H) each responsible for a managing a designated patch of over 500 homes. They work to keep in regular contact with customers, helping to monitor rental income and dealing with repairs and neighbourhood nuisance issues – but there’s much more to their jobs than that. We were there to spend a day with the pair to get an insight into their varied roles and witness the lengths they go to, to ensure that customers meet their tenancy responsibilities and remain secure and comfortable in their home. 10am - The day began in rain-soaked Grantham, part of Marie’s patch of properties. Her first appointment was a joint visit with a representative from the local fire service to meet with a customer and advise her on fire safety and identify any potential risks in her home. The visit also gave Marie an opportunity to see what progress the customer had made in addressing the concerns raised at a previous visit. Marie, who has worked for L&H for 20 years, said: “The fact that we got into the house to see the progress she’s made with things was really encouraging, what she’s done so far is brilliant. “She has made real progress, although she’s got a lot of progress still to make, but the fact that she’s started on the road is really encouraging. “She listened to the Fire Safety Officer

and took on board what she had to say and that was good for me to see as her Neighbourhood Officer.” 11am – After thanking the customer and resolving to visit again in a few weeks’ time, Marie gets back on the road to head to her next appointment across town. This is another joint visit, this time with two PCSOs from Lincolnshire Police, in response to noise nuisance reports in the vicinity of one of L&H’s properties. Supported by the two officers, Marie chats with the customer and her family to get to the bottom of what has been going on. It quickly becomes clear that the customer has already taken steps to resolve the situation and she assures Marie and the officers that there will be no repeat of the incidents going forward. Satisfied with that assurance, Marie gets

back in the car to set off to her next appointment. “That was another good visit because she’s already nipped things in the bud and that was good to hear from my perspective,” she said. “You just never know how those kind of visits are going to go – and that’s what makes this role so varied; no two days are ever the same.” 11.30am – Marie is heading across town again, this time to a block of flats to speak with a customer about a noise nuisance complaint that has been made against him. After trying the door and doorbell a number of times, it’s clear he’s not home and so Marie leaves a card to let him know she called. Given that the appointment has fallen through, Marie takes the opportunity to check on another vacant flat in which a customer had expressed an initial interest, but hadn’t followed it up.

9. HOME FROM HOME

Neighbourhood officers Natalie Humphrey (left) and Marie Gillott

When she arrives, a colleague from Kier is at the property to redecorate, giving it a fresh lick of paint and tidy up in preparation for a new customer moving in. Marie said: “We were due to show the customer around the house and they seemed very keen, but we haven’t heard anything since, so we need to start the process again and get a new customer moved in.” 12noon – After leaving the flat, it’s a trip to inspect a property that’s suspected to have been abandoned. The customer has assured Marie that he’s still living in the property, but she has to call in, just to make sure. When she arrives and knocks at the door, there’s no answer and so all she can do is post another card through the letterbox to say that she’s called. “It’ll be a case of updating the system to say that we’ve called” she explains. “We’ll keep trying to get in touch with the customer, using a variety of methods, so we can find out exactly what’s happening.”

12.15pm – Having completed all of her calls for the morning, Marie begins to head back to the office in Nottingham, where her colleague Natalie is preparing for a pre-tenancy meeting with a customer who is hoping to sign up for a new home with L&H.

“You never know what you’re going to

“Pre-tenancy meetings are my favourite part of the job,” says Natalie, who has been with L&H for just over six years.

and is catching up with her admin from

get from one day to the next. There’s no such thing as a ‘typical’ day, really.” After the meeting is finished, Natalie returns to her desk, where she finds Marie, who’s returned from Grantham the day’s visits. “It’s been a good day,” says Marie.

“Most customers are so grateful and it’s as if I’m personally giving them the house. I get a bit emotional about it sometimes – that’s why I love my job.” 2.30pm – Natalie meets with the customer, who has already viewed the property and decided that she wants to progress with the application.

“It was a shame that a couple of customers weren’t in for the visits, but that’s how it goes sometimes. “You can go from a pre-tenancy agreement, to going out to check the condition of homes and gardens, to dealing with noise nuisance complaints and disputes.

Natalie runs through the necessary paperwork with the customer and provided everything is ok, she’ll look to sign her up as soon as possible. “There is the really nice side of the job; helping people to find homes, but you’ve also got the not-so-nice side of things like dealing with anti-social behaviour.

“Some customers are very happy to see you, speak to you and let you in their home, whereas it can be completely different with others. “You never really know what you’re going to get when you knock on a door, but I love the variety of it.”

10. MONEY TALK

MONEY ADVICE WITH PAM Lesley, who worked as a manager at a local snooker club for 13 years before being forced to retire through illhealth, said: “When PIP came in, I was reassessed, regardless of the fact that my DLA award had been indefinite. “I was on the highest rate and that went straight down to the lowest rate I could possibly receive. I was on £268 a month less than what I had been on. They took all of my PIP away within a month. Money Advisor Pam (left) with Friendship Care and Housing member Lesley Machray.

I didn’t know what to do. I was up the They’re very quick to take money from

“PAM has helped me 100 per cent and I mean that. I don’t know what I would’ve done without her.”

“I was quite stressed by it all. The

Those are the words of Lesley Machray,

“There are people that really need this

a Friendship Care and Housing (FCH)

financial support and to go through all

customer from Selly Oak in Birmingham,

of this stress and worry is absolutely the

whose life has been transformed by

last thing that they need. I’ve been lucky

money advisor Pam Malhi.

to have had support but a lot of people

thought of going to the tribunal hearing terrified me.

have to face it alone.” was in receipt of Disability Living

Together,

Allowance (DLA) but was invited by the

for whom they were able to claim

Department of Work and Pensions (DWP)

carer’s allowance, sifted through the

to apply for Personal Independence

complicated forms, including 106 pages

Payments (PIP); the benefit that is

of appeals paper work.

Pam,

Lesley

and

Giles,

gradually replacing DLA. Pam put together an appeal submission The PIP assessment ruled that Lesley

on Lesley’s behalf, supported by medical

would be entitled to less support than

evidence from doctors. The tribunal was

she’d received under the DLA and that

finally held in May of this year, nearly

she would also lose the mobility car her

seven months after the appeal was

and husband Giles relied on to maintain

lodged.

their independence.

Lesley turned to Pam, who she’d known since 2013, for help.

“I remember when they came out, Pam had a great big smile on her face, it was such a relief.” Thanks to Pam’s work, Lesley was awarded a total back-payment of £1,755 and ongoing weekly payments of £141.10, with no need for further assessment until 2026.

to appeal the PIP assessment absolutely

Lesley, who has a chronic lung disease,

go to court to appeal the PIP decision,

“After the hearing, we were asked to wait while the panel made their decision. I didn’t actually go back into the room to hear their decision because I was so distressed by it all, but Pam and Giles went in on my behalf.

creek without a paddle. They didn’t care. you.

Terrified by the prospect of having to

“I attended the tribunal hearing and Pam and Giles supported me with giving evidence to the panel.

“It was a waiting game; months of uncertainty for us, living on less money,” added Lesley, “You just don’t know where you stand after you send off the appeal.

After being awarded the Enhanced Mobility Rate component of PIP, Lesley and Giles were also able to get back on the road with a new car under the Motability scheme. But Pam’s support didn’t end there; she also referred Lesley to Birmingham’s Local Welfare Provision (LWP) scheme, which provided her with a cooker and sofa. Lesley added: “Pam has helped me 100 per cent and I mean that. I don’t know what I would’ve done without her. I am very grateful that she was there for me. “I would recommend her to anybody. If you need help, just go and see Pam, it’s as simple as that.” If you need Pam’s help, simply call 0300 123 1745 and ask for Pam Malhi or visit fch.org.uk for more information.

11. MONEY TALK

MY ACCOUNT My Account is the quick and easy way to manage your tenancy online. It’s secure, free and available 24 hours a day, seven days a week.

If you’re not sure how it works, our ‘how to’ video shows you how to log in for the first time, change your password and what you can do using My Account. Just visit:

Here are just a few of the things you can do with My Account:

Friendship Care and Housing fch.org.uk

• View your rent statement

L&H Homes landh.org.uk

• View and update your personal details

Spire Homes spirehomes.org.uk

• Pay your rent (using Allpay) • Report a repair

DEALING WITH DEBT Most of us experience financial difficulty at some point in our lives. Bills, loan repayments, moving home, providing for a family and simple day-to-day living can all put a strain on our finances. Whatever your situation, you are not alone. There are lots of organisations which can help you to deal with your money problems. Deal with Debt - don’t ignore the problem and hope it will go away; it will only make the problem worse!

• Complete a range of forms to help you manage your tenancy.

CUSTOMER FEEDBACK We recently asked Beechdale customers to provide feedback about how they prefer to access our services and how we can improve them. In total, 353 text surveys and 606 on-line surveys were sent, while reception visitors also had the opportunity to complete a survey. We received a fantastic 217 responses. The key findings were: • • • •

Beechdale customers preferred to contact us by telephone. 73% of customers believed that the reception hours of 9am to 1pm met customers’ needs. 94% of customers visiting the reception felt the morning reception service met their needs. 87% rated the reception service as either excellent or good; 9% as average and 4% as poor.

The main areas identified for service improvement are: • • • •

to answer calls quicker work with Aaron Services to improve their telephone service advertise that appointments can be made during the afternoon (where needed) promote the use of our on-line services, such as My Account.

OPENING HOURS Beechdale customers are reminded that the opening hours of the drop-in reception are 9am until 1pm, Monday to Friday. If you would like to see a member of the Beechdale team outside of these hours, then an appointment can be made between 1pm and 5pm on a daily basis.

12. HEALTH AND WELLBEING

KNITTING TOGETHER FOR UNDER-PRIVILEGED CHILDREN Kindhearted Longhurst Group customers have donated over 1,000 items of hand-stitched clothing to under-privileged children across the globe. The Knit and Natter groups, which are based at Spire Housing schemes at Crispian Court and Cordwainers in Rushden, Farrar Court in Irthlingborough and The Forresters in Raunds, have lovingly-crafted the pieces after being inspired by the Dress a Girl Around the World campaign by Hope 4 Women

Maria Meyerhoff, Scheme Assistant at Spire Homes, part of Longhurst Group, said: “It’s given residents something to focus on, mentally and physically. Ladies with arthritis have benefitted because it’s keeping their fingers moving. It’s also good from a social aspect as it’s bringing people together. “There are about 20 people who are regularly involved in the Knit and Natter groups and they all enjoy it very much. There are also around 20 colleagues from Spire who have been involved in knitting items as well.

International. Since its launch in 2009, The Dress a Girl Around the World campaign has delivered over 300,000 items of clothing to 81 countries.

“The clothing that customers have made has gone all over the world, with the latest batch going off to children in Ghana. We’ve had a huge amount of support at all the schemes where we

have Knit and Natter groups. They’ve all been fantastic and we can’t say thank you enough.” To donate wool, blankets or clothing, please email Maria.Meyerhoff@ longhurst-group.org.uk

MAKING MAY PURPLE FOR STROKE AWARENESS Over 900 members of staff from Longhurst Group were involved in a month-long fundraising initiative to raise awareness of the devastating effects of stroke. Taking part in the Stroke Association’s Make May Purple annual month of action, staff raised hundreds of pounds for the charity after one of its care service managers, stroke ambassador Val Paragon, was chosen as the national face of this year’s event. Val said: “I’m really pleased we’ve been able to help raise awareness and support for a charity that is doing so much to support people affected by strokes. “We’re all too aware of just how debilitating a stroke can be, especially

for older people who we work with but, like the Stroke Association, we believe in helping people rebuild their confidence and take back control of their lives and it feels great to have gone the extra mile for them.” The month culminated with the quirky Purple Tie Challenge, which saw staff attempt to knot a tie using only their non-dominant hand to highlight the difficulties stroke can cause. Louise Knight, Community and Events Fundraising Manager at the Stroke Association, said: “We’re incredibly grateful to everyone at Longhurst Group for all their support throughout Make May Purple and helping to put the spotlight on stroke.”

13. HEALTH AND WELLBEING

CONTRACTOR HELPS CUSTOMERS SPRUCE UP FOODBANK Friendship Care and Housing’s repairs contractor Laker UK have donated £250’s worth

of decorating materials to the Narthex Sparkhill foodbank that provides a lifeline for Birmingham’s families in need.

work in the community, so it’s great to hear about the support that they’ve received from Laker.”

The donation came after the foodbank moved to new premises in Tyseley and had to renovate a 4,000 square foot warehouse. Friendship’s Customer Service manager, Jackie Harris, said: “Friendship colleagues regularly make donations to the foodbank, which does fantastic

DRUMMING GROUP IS HARD TO BEAT Children on a Walsall estate are dancing to the beat of their own drum thanks to an Africanthemed volunteers project supported by Longhurst Group staff. Jembies Drum Café, which is based at the Church Hall on Edison Road on the Beechdale Estate, helps youngsters to build confidence and have fun through the playing of African music. The free sessions give visitors, aged between four and 12, the chance to play traditional African drums, tambourines and didgeridoos while learning about the African culture. The project was launched by Jemma Betts, herself a resident of the Beechdale Estate, who works for Friendship Care and Housing (FCH) as a community champion. Jemma

founded the group in response to the loss of other community groups in the area due to funding cuts. “The Café is for absolutely everyone on the estate,” she said.

A NEW LIFELINE FOR WALSALL

“It helps prevent young people hanging around on the streets and reduces the potential for anti-social behaviour.” Five of Jemma’s FCH colleagues also volunteer at the project, which holds sessions twice a week; on Saturdays from 12-1pm and Mondays from 6pm7pm. Jade Smith, whose children Mason and Layla regularly attend the Drum Café, said: “Since being at Drum Café there has been something new and exciting for the children to look forward to; they can’t wait to go there every week.” For more information, find Jembie’s Drum Café on Facebook.

Walsall Link Line now offers specialist support to people living with dementia, their carers and adults with mental health problems. The charity recently opened its new centre at Cavendish Gardens after Friendship Care and Housing provided the use of the previously disused facility. Contractors, Novus Property Solutions and SR Property Services, helped redecorate the building. Link Line’s volunteers will use the space to host free sessions to help older residents socialise and receive support.

14. JUST THE JOB

‘ROB’S BEEN LIKE A BIG BROTHER TO ME’ An Eritrean businessman who suffered oppression in Africa has rebuilt his life in the UK after receiving significant support from our employment and training service. Mebrahtom Weldemikall (43) fled his homeland in 2008 and, after discovering refuge in England, he later found a home and employment in Birmingham. Determined to improve his quality of life and to give his family the best chance of succeeding in the UK, Mebrahtom met with Employment and Training Advisor, Rob Friday, in 2014 and started the long and winding, obstacle-filled road to becoming a private hire driver. “Rob has been very important to my life,” Mebrahtom said. “Thanks to him, I’ve been able to settle in the UK, to relax and enjoy life again. He’s helped me with everything. My home, getting child tax credit for my children and getting work. He has changed my life and helped me so much. Rob is not like a friend, here’s more like a big brother to me.”

Rob (Left) and Mebrahtom

“It was very difficult at first,” he said.

English, but I wanted to improve myself, get a better job and make life better here

“I went straight into work and had to learn the language. My first job was at an ice cream factory. The job wasn’t difficult but it was hard because I didn’t understand or speak English. “I also did cleaning jobs and worked in a car factory, putting different components together for the windows. I soon found the work easy and the managers had to tell me to slow down because I was making other workers look bad!”

for my family,” he said. Mebrahtom then had to wait a further two years before he could take his private drivers’ knowledge test. “That was very difficult,” he said. “I could not have completed that without Rob explaining what it all meant. We did quizzes where Rob asked me different questions. It helped that he was so

The owner of a successful import and export business in his homeland, Mebrahtom’s world was turned upside down following his country’s border war with Ethiopia, which first began in 1998.

He later signed up to the Job Centre’s Work Programme. But out of work for two years and determined to better himself, he contacted Rob in 2014 and began working and volunteering.

With most of his stock trapped across the border, Mebrahtom lost thousands of pounds to the government and, unable to reclaim his money, he left the country. Taken prisoner in Libya during his journey to Europe, Mebrahtom was later released and sought refuge in the UK. As soon as his official papers came through, Mebrahtom accepted whatever work he could find.

That determination and work ethic has been evident in everything Mebrahtom has done since; from enrolling in college to learn English as soon as his family joined him in the country, to his determination to become a private hire driver.

relaxed and spoke slowly to make sure I could understand everything. “When I found out I passed my oral knowledge test, I phoned Rob straight away. I’ll never forget how happy he was, clapping and cheering down the phone to congratulate me!” Determined to improve his English, Mebrahtom sought out private lessons with a friend of Rob’s, who agreed to provide them free of charge. He also

“I could’ve carried on working in factories, speaking and understanding very little

volunteered at a charity shop, as part of a window cleaning local enterprise

15. JUST THE JOB

Rob Friday’s 5 tips for handling job interview nerves 1. About the job Get hold of the job description and person specification if you can (if you can’t, the National Careers Service website has generalised job profiles you can look at) and ask yourself what examples you can give for each item listed. 2. Tell the story Give your examples a beginning, middle and end – this will help you make them clear, detailed and easy for the interviewer to follow.

and at a local foodbank to get used to speaking to new people.

“The process to get to where he is now has been far from plain sailing”, Rob explained.

Touched by the ‘very important service’ the foodbank provided to the local community, Mebrahtom even donated £50 to the charity after receiving his first pay cheque as a taxi-driver. “People in England are very kind,” he said. “I don’t know how they help all the people they do. They look after you and you are able to live a good life. My family are very happy. In the UK, if you want to work, you can. You can get a house; you can get education; you have the power. I just work as hard as I can.” Rob has been there every step of the way for Mebrahtom, meeting him 80 times in the space of 18 months. Those meetings included job interview tips, CV writing assistance, and translating complex forms.

“There seems to have constantly been a new obstacle placed in front of Mebrahtom. From learning English to passing his driving test and gaining the local knowledge, it has been challenge after challenge. “I’ve been extremely proud of how Mebrahtom has overcome each of the barriers he’s faced. He’s never given up and worked incredibly hard to get to where he is today. We’ve worked together well as a team and I’m very happy that I’ve been able to help him.” If

you

are

Longhurst

Group

customer looking to get back into work or trying to improve your career prospects and need some help, contact Rob Friday on 0300 123 1745.

3. About you Re-read your copy of the application form/CV that you sent the employer and think about what else you can tell the interviewer about it. Take a copy with you into the interview. 4. About the company Find out as much as you can this will show you’re keen and will help you explain why you want to work for them. 5. Three unique selling points What 3 things about your skills/ abilities/experience make you special/better than the other candidates? This will help you answer the question, ‘Why should we give you the job?’ Avoid general things like ‘punctual, reliable, trustworthy’ etc, – think about the actual requirements of the job. In the next edition, we’ll be looking at different ways of finding vacancies. If you would like help from Rob, please contact him today on 0300 123 1745 or email rob. friday@longhurst-group.org.uk

16. AROUND OUR WAY

FOCUS ON MARY STREET FROM the moment you step through the doors of Mary Street Extra Care service in Balsall Heath, Birmingham, it’s clear that you’ve entered a very special and unique place. The vibrant and lively centre provides individualised support for older people who choose to live as independently and happily as possible within an African Caribbean culture. The driving force behind Mary Street is its equally effervescent manager, Val Paragon, who is at the centre of everything that goes on at the centre, which provides accommodation, care and support for up to 20 elderly residents, many of whom are living with dementia. “I first started working at Mary Street in 1997 as a Senior Support Worker,” she said. “I was here for two years before leaving, only to come back in 2001 and I’ve been here ever since. “I was the Registered Care Manager until the service deregistered in 2014, when I took on the title of Service Manager. “Before working at Mary Street, I worked in Birmingham’s jewellery quarter, then in the licenced trade as a cook, cleaner, relief manager - I did it all. “Back in the 1980’s, I was also employed as an Auxiliary Nurse. It was a wonderful job and I enjoyed every single minute of it. “It all led up to me arriving at Mary Street; it really is a special place. Throughout my time here, I’ve enjoyed some

“I get to create, innovate, educate, advocate and motivate – it’s what I’m all about.” - Val Paragon

17. AROUND OUR WAY

“Longhurst Group have a ‘One Team, One Vision’ ethos and at Mary Street, we just absolutely love that; it’s what we’re all about!” “I absolutely love my job,” she added, “As an activist and pragmatists, the opportunities it affords me are countless. “I get to create, innovate, educate, advocate and motivate – it’s what I’m all about.

“I get great pleasure in maximising the potential of others, making them feel at home and in control of their own destiny. “It’s a really big deal moving into any kind of long-term care establishment. Think of how uncertain you are when tremendous highlights because we are in the habit of celebrating everything and anything. Why? Because we can!” The two-storey centre comprises 20 self-contained flats as well as communal dining and lounge areas. A main meal is also provided during the daytime in the communal dining room, which is the beating heart of Mary Street. Here, customers are encouraged to join together and take part in the varied programme of events and activities designed by the service’s dedicated

team of staff to help them reach their

you find yourself in hospital as a patient;

full potential.

everything

changes

and

the

most

confident people become introverted, Val

continued:

“What

makes

Mary

Street special is our belief, to quote

unsure of what to do, where to go and when to speak.

John Ruskin, a writer on Total Quality Management, that quality is never an

“So it’s our job to make that process,

accident.

and the rest of a customer’s time with us, as enjoyable and fulfilling as possible,

“It is always the result of an intelligent

with the priority being the health, safety

effort and the will to provide a superior

and well-being of one and all – that’s

service; that’s what we are about at Mary

always at the forefront of my mind, in

Street.

everything I do here.”

18. CUSTOMER STORY

VOLUNTEERING… IT’S A BEAUTIFUL THING An inspirational woman, who turned her life around through volunteering, shared her story during National Volunteers’ Week, which took place at the beginning of June.

With a qualification in catering that she hadn’t previously been able to use, Maria began working in the kitchens for two days a week to help provide the 3,404 meals that Fireside serve up every month to some of the area’s most vulnerable adults.

Four years ago, Maria Urmos, 49, from

Today, now volunteering five days a week and with her confidence fully-restored, Maria has recently been nominated for a national Volunteer of the Year award by her colleagues and says she feels like a ‘completely different, better person’.

Nechells in Birmingham was broken. She was depressed, with no confidence and lived a life without routine or purpose. However, the full-time carer of five says that all changed when she decided to apply for voluntary work. A customer of Friendship Care and Housing (FCH), Maria was referred to employment and training advisor Rob Friday, who worked with her to secure a voluntary role at SIFA Fireside in Birmingham, a charity which provides food, clothes and support to the city’s homeless and vulnerably-housed.

“I was completely broken if I’m honest, I was depressed, crying all the time and feeling like I’d never get a job. Employers want experience but no-one was prepared to give me that chance to get experience. “When I first went to see Rob Friday and he talked to me about volunteering, I never thought anyone would take me on, but he guaranteed that there was something out there for me through volunteering and he was right. He’s got me back on my feet again and I can’t thank him enough.

“I always say that I didn’t really know Maria before, but volunteering has helped me to meet her and I like her. It’s a beautiful thing,” she said. “It gives me a purpose and a reason to get up in the morning.

“I feel like a completely different, better person now. I love volunteering, in fact, at the weekends, I realise how much I miss it – I can’t wait for Mondays to come around again!

“Before, I would just sit down in front of the TV all day, smoking cigarettes and drinking cups of tea, with no-one outside of my family to talk to.

“Every day is different and I really feel like I’m giving something back by helping people. Thanks to volunteering, I feel like a worthy person again.”

19. CUSTOMER STORY

She added: “My message to anyone thinking of volunteering is just to do it, even if it’s only a couple of hours a week. I guarantee it’ll make a big difference to you and the people you’re helping. “You’ve got to want it for yourself, but with help from people like Rob, you can get there.” Rob, whose services are available to customers right across Longhurst Group, said: “I first met Maria about four years ago now. She felt like she was sat at home doing nothing and she wanted to make something of her life. “She had a qualification in catering, but hadn’t been able to use it, so was referred to me to try and find some

volunteering opportunities that would enable her to put those skills to use. “She’s been at SIFA for almost four years now and she basically helps to run the place! She’s a shining example of what volunteering can do and she should be very proud of what she’s achieved.” If you are a Longhurst Group customer looking to get back into work or trying to improve your career prospects and need some help, contact Rob Friday on 0300 123 1745.

LONGHURST GROUP CUSTOMER MAGAZINE - SUMMER 2017

COMPETITION TIME Our Voice Wordsearch Find and highlight all 12 of the words listed below for your chance to win a £50 LOVE2SHOP gift voucher. Each of the words relate to a story that featured in this newsletter.

W A

O O

Y W D

O M

K W H

Please post your completed wordsearch to: Our Voice Competition, Longhurst Group, Communications Team, Endeavour Park, Gilbert Drive, Lincolnshire, PE21 7TQ. Entries can also be sent via email to commuications@ longhurst-group.org.uk

G O

H M G M

O D

Q Q

The closing date is 27 October, 2017.

D O O

Our winner from last time…

O M

N M D

Mrs Iris Venables from Rushden was the lucky winner of our wordsearch competition and has been awarded a £50 LOVE2SHOP voucher.

Words… Axiom Waterloo Chestnut Parliament

Linkline Safety Knit Drum Drive

Mary Foodbank Volunteer