Heart of the Matter Spring/Summer 2013

Spring/Summer 2013

Heart of the Matter The

Write Stuff Page 06

What’s inside?

Welcome to my home Page 04 Real Life Feature Page 07 Benefit changes timetable Page 08 Children’s design competition Page 16

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02 \ Spring/Summer 2013

Welcome from the Editor

Property Matters Maintenance operations are being transferred from Orbit Heart of England’s in-house provider, Property Matters, to an outside contractor from 1 April 2014.

Welcome to the first ‘Heart of the Matter’ for 2013.

It’s a creative issue. We’ve got a budding author who isn’t even 10 years old, a thought-provoking article from another customer and we’re looking for an artist to redesign our ‘Welcome to your home’ card.

While we produce stories that we think you will find interesting, we are always keen to hear from you. Would you like to write an article?

Send in a photograph you’ve taken? This is your newsletter so it would be great if you could be involved.

This decision has been based on the recognition that the repairs service has not been meeting expected standards and Orbit Heart of England is committed to improving customer experience as well as value for money from the service.

Heating appliance servicing and repairs is one of the first areas

Welcome to…

Donna Nixon Editor Follow us on Twitter @OrbitHeart Like us on Facebook www.facebook.com/ OrbitHeartOfEngland

to transfer. From 13 May 2013, Swale Heating Ltd is providing heating appliance servicing and repairs. There are no changes to the way you report a heating repair, you still need to contact Orbit Heart of England’s Customer Service Centre on 0345 8 500 500 or email info@orbit.org.uk

Vivien Knibbs

We are sorry to announce the retirement of Orbit Heart of England’s Managing Director, Stewart Fergusson. Stewart joined Orbit Heart of England five years ago and worked to make the organisation a success. He was particularly passionate about reducing fuel poverty and in the housing and care of older people. Vivien Knibbs, Executive Director, responsible for Orbit East and South, will now also manage Orbit Heart of England.

500…

0 0 5 8 5 4 3 0 ll a c u o When y To have your call dealt with quickly and efficiently by our Customer Service Centre, make sure you dial the right number and choose the correct options.

• To report a new repair, press option 1.

• To chase an existing repair, including checking or changing appointment times, press option 2.

Punjabi

• To check your balance, make a payment or rent enquiry, press option 3.

• To discuss the resident reward scheme, ProPoints, use option 4.

• To speak to your Community Housing Officer or to report anti-social behaviour, press option 5.

Heart of the Matter / 03

Wish you were here Over two million children live in families who can’t afford a day trip to the seaside – far less a simple holiday. The Family Holiday Association (FHA) works to help families in difficult circumstances get a much-needed break away from home.

Tenancy Support Worker, Duncan Holland, turned to the charity to help give three families in the Stratford

DIY If you want to make any improvements or alterations to your home, you need to get approval from your local Housing Team. If you don’t, you may be in breach of your tenancy agreement.

We need to make sure that any improvements: • are carried out safely • are to a required standard • meet regulations.

So please speak to your Community Housing Officer or Maintenance Inspector before carrying out any alterations.

Kurdish

area a holiday this year. All three families were struggling with health problems and debt and hadn’t managed to go on holiday in years.

The FHA believes holidays matter and that a break delivers real benefits to both children and parents and helps build happier, stronger families. It only works with professional referral agents like Duncan and cannot deal directly with families. To find out more, speak to your local Housing Team or go to www.familyholidayassociation.org.uk

ProPoints ProPoints is our resident rewards scheme. If you are in the scheme, you will continue to receive points for paying your rent on time and keeping to the terms of your tenancy. You can get vouchers to redeem in over 20,000 retail outlets through the UK, as well as some local stores and suppliers.

For more information on how to join the scheme and where to spend your vouchers go to our website (www.orbitheartofengland.org.uk) or call us on 0345 8 500 500.

04 \ Spring/Summer 2013

An Orbit Heart of England customer welcomes us into their home.

You could never accuse Paul Timmins of staying in one place.

Originally from Doncaster, he moved to the Isle of Wight before arriving in Milton Keynes.

“A relationship went pear-shaped and she kicked me out,” explained Paul. “So I ended up being homeless for a while.

I stayed at the YMCA before moving to Orbit Heart of England’s Fishermead Hostel where I stayed for 15 months.

Chris Mayers and Kath Chiles at Fishermead were great and really supportive.”

area. “It’s all about partnership working,” she explained, “And finding out what people want and helping them to move on.

And in doing that, I met Paul.”

“I’m chuffed to bits with it. It’s such a nice place to live. I’ve decorated it, put my own touches around. I pay my bills. I take real pride in it.

Paul had had a successful stay at the hostel but he was ready to move out and get on with his life. Louise found him a one bed flat in Broughton, Milton Keynes which Paul took.

“It’s been a rough three years.

Having a relationship break-up, being homeless, losing touch with the family. I used to think the answers could be found at the bottom of a can of lager but not any more.

“I’m chuffed to bits with it”

“My parents have come down for a visit and they love my flat.

And I’ve had an interview for a job. Things are looking up now.”

Louise Stott, Community Housing Officer, had recently taken over the Milton Keynes area. She was keen to build relationships with the supported living hostels in the

Orbit Independent Living Thinking of downsizing? Are you 55 years or over? Would you be interested in sheltered housing? If so, we may be able to help you. Call 0345 8 500 500 and ask to speak to Sue Kavanagh.

Getting smart Do you have, or know someone with, a visual impairment?

The Northampton Housing Team are looking for customers to help them pilot software using smartphone technology.

It will help people with a visual impairment ‘hear’ written information using their phone.

You don’t have to live in Northampton.

If you are interested, please contact Barbara Baldwin or a member of the Northampton Housing Team to find out more on 0345 8 500 500.

Portuguese Se necessitar deste documento traduzido (ou em formato diferente, impressão de maior formato, Braille ou áudio), contacte o centro de apoio a clientes em 0345 8 500 500 ou envie uma mensagem de correio electrónico para info@orbit.org.uk

Heart of the Matter / 05

Building Communities Orbit Heart of England continues to invest in a range of initiatives that help strengthen communities and improve the quality of life for our customers.

England customers access training and employment • A dementia support worker enabling customers to live independently as long as possible.

COMMUNITY MATTERS Time Bank

Over the last year, we allocated £939,975 of community investment funding to support over 50 new projects.

Some of the projects we are supporting this year include: • Increasing the number of customers with internet access • Support to help Orbit Heart of To find out more about these initiatives or if you have an idea for a project, please contact Simon Lieberman or Helen Kendrick on 0345 8 500 500 or email communityinvestment@orbit.org.uk

Jobs day This is the third year that Orbit Heart of England’s job opportunities day has been held in Burton-on-Trent and it proved a success once again.

Simon Farneti, Community Housing Officer, said, “We know these days work. More than 300 people attended. There were over 100 jobs on offer, with some exhibitors saying they had unlimited opportunities. 55 positions were filled on the day and 91 interviews arranged.

“We also ran several informal workshops to help with CV writing, interview techniques, starting your own business as well as information sessions around work clubs and Welfare Reform. People who attended them found them a great way to get support and practical help in finding a job.”

STOP PRESS Next Jobs Day – 17 July, Meadowside Leisure Centre, Burton-on-Trent. 9.30am – midday.

Polish

Stratford-upon-Avon Time Bank has exchanged 1200 hours of help, training and friendship in its first year. The scheme, which matches ‘wants’ to ‘offers’ is proving so popular that it may be extended to Orbit Heart of England residents beyond Stratford-upon-Avon.

Help with gardens and home improvement projects, sorting out IT issues, teaching each other languages, cooking and the piano, lifts to and from hospital: these are just some of the exchanges in the Time Bank. More are coming along all the time; projects are getting done and new friendships are being forged.

The Time Bank is jointly funded

by Orbit Heart of England and Stratford-upon-Avon Town Trust to help build a stronger, more self-reliant and self-sustaining community.

If you are interested, Time Broker, Helen Bowie-Simpson, would love to hear from you on 01789 585858 or email: stratford@fairshares.org.uk

06 \ Spring/Summer 2013

FIRST EDITION

COVER STORY

by Katie Bevan, Customer My name is Katie Bevan. I am nine years of age. I live in Bidford-on-Avon, which is a village in Warwickshire.

I have not long ago written my first book: ‘Ella the Jazz Dancer’.

It’s about a 15 year old girl called Ella who makes some magical friends – some of them not so nice! The race is on to get to the magic castle first! Will Ella get home safely – or not?

I like writing because I get to use my imagination properly. I chose a children’s story because then both children and adults can enjoy it together. I’d like to write a second book in the future called ‘Talise the Tap Dancer’.

My favourite part of the book is when Ella, the talking rabbit and Harriet, the horse, fight Tustis, the evil rat. But do they win the castle? I also like the ending where Ella finds a note on her pillow.

In the last issue, Keith Lucas, a customer, asked if readers would like to contribute to ‘Heart of the Matter’.

One of the people who responded was Julie de Bastion, from Henley in Arden, who has written a thought-provoking article on parenting.

•

Helen Kendrick, Community Investment Officer, and Katie Bevan

My plans to sell the book at the moment are to sell them for 50p more than they cost to print each, as I would like to donate some money to the Air Ambulance charity.

Also, if I can write a book and I’m only nine, so can others if they work hard and put their minds to it. They could become an author one day just like I would like to be.

I would like to thank Orbit Heart of England for their great work

and support to get my book printed. Without their help, I wouldn’t have got this far so quickly.

Helen Kendrick said “Katie had applied for an award to help her publish her book. Although she was unsuccessful winning the award, I was impressed she had taken the initiative to fill in the application herself. We had the skills and resources to help her to produce some copies of her book to start her on her publishing journey.”

“HAVE YOUR SAY”

by Julie de Bastion, Customer

“What do we want to pass on now? What do we want to give our children? Our patterns of behaviour go back a long way.

We stand on the shoulders of our mothers and fathers, our grandparents and greatgrandparents and so on, way back in time.

Before a pattern of behaviour is established between you and your children, are you going to repeat what your mother said to you? And how she said it? Was it helpful? Or do you wish to change it? How do YOU want the new relationship to sound and feel like?”

If you would like to write an article, let us know.

Email us at: ohecommunications@orbit.org.uk or write to us, using the FREEPOST address (details on the back page).

Heart of the Matter / 07

Man of experience REAL LIFE FEATURE Orbit Heart of England has signed up to the Government Work Experience programme to combat worklessness amongst young people, aged 16 to 24, by offering them work experience.

Matthew Alexander was one of the young people to work at Orbit Heart of England’s offices in Stratfordupon-Avon.

“Having been unemployed since I left university, I have struggled to find work. This has caused me to put myself down and not believe that I am good enough to get myself a job. Having been on Jobseekers for a little while, they offered me a work placement at Orbit Heart of England, which I thought sounded a great opportunity. I applied and eventually was given a position on the Housing Team for Leamington and Warwick.

“My time at Orbit Heart of England has taught me a great set of skills; for example, how to mail merge, how to file, create flyers, work on reception, call other businesses and have customer contact which, for a shy person like myself, was quite a stumbling block but is a valuable experience to have.

•

Julie Hill (HR Development Manager), Matthew Alexander, Kate Hunt (District Housing Manager).

“With worklessness being one of the four key priorities for us, I wanted the Leamington and Warwick Team to be involved and give someone a chance to learn new skills and have experience of working in a field that is challenging, yet rewarding.

“Matthew has been fantastic. He has shown incredible enthusiasm, passion and innovation and the team and other departments have nothing but praise for him. We wish him all the very best for the future and hope one day to see him working for Orbit.”

g “I’ve stopped doubtin g in k in h t m a I d n a lf myse re” u t u f y m t u o b a ly e iv posit “Having the routine of going to work and enjoying it has had a really positive effect on me. I’ve stopped doubting myself and I am thinking positively about my future. I’m hoping that my time here on placement at Orbit Heart of England will lead to a permanent position in the future but, even if it doesn’t, it has given me the skills and confidence to go out there and do it somewhere else.”

Kate Hunt, District Housing Manager for Leamington and Warwick Housing Team commented, “When I was asked if I would be interested in taking on a work experience person for a number of weeks, I jumped at the chance.

Julie Hill, HR Development Manager, said, “Matthew was part of the pilot project and his success and that of others in the scheme has reinforced my view that this is something that we should offer on an ongoing basis, across all of Orbit. The young people have been given the opportunity to gain practical skills but it is the increase in their confidence and self-belief that is the real achievement.”

To view details of our current job opportunities, go to www.mybrighterfuture.org.uk

08 \ Spring/Summer 2013

MONEY MATTERS

Benefit changes timetable The Government is making changes to the benefits system over the coming months.

Here’s what’s happening and when.

2013 April • Under-occupation: deductions from housing benefit for spare bedrooms started.

• Localised Council Tax support schemes began (see page opposite).

June • Disability Living Allowance will be replaced by Personal Independence Payments for new working age claimants.

July • The overall benefit cap will be rolled out nationally from 15th July.

This will limit the amount in benefits that a household can receive.

For couples with or without children and/or single parents, the limit has been set at £500 per week. For single people, the amount has been set at £350 per week.

October • Universal Credit will be introduced for new benefit

2014 claimants and existing claimants who report a change in circumstances.

Universal Credit will replace a range of benefits, including housing benefit, and will be paid as a single monthly payment direct to your bank account. You will then be responsible for paying your rent. We suggest setting up a direct debit if you haven’t done so already; contact your Account Officer to do this.

• From October, some people receiving Disability Living Allowance (DLA) will have to claim Personal Independence Payments (PIPs) instead. You will be invited to apply between October 2013 and October 2015 if: – your award for DLA expires; – you become 16 years old; or – if you report a change in your condition.

April • Existing benefit claimants will start to move to Universal Credit from April 2014. The Government is planning for everyone to have made this move by October 2017.

2015 October • People receiving Disability Living Allowance (DLA) will be invited to apply for Personal Independence Payments from October 2015.

Find out more or contact our Money Advice Service on 0345 8 500 500.

Heart of the Matter / 09

HomeSwapper April saw the start of the Government’s under-occupancy charges for working age customers. 14% of your rent is lost from your housing benefit if you have one spare bedroom or 25% of your rent from your housing benefit if you have two spare bedrooms. You are expected to make up this shortfall from other income so that you can still pay your rent.

If you are thinking about downsizing, consider the HomeSwapper service. This matches people who are underoccupying with others who are looking to move to a larger property. It is free to use for Orbit Heart of England customers.

You list details of your home and the type of property that you are looking for on the HomeSwapper website. It then finds other tenants who have a home that meets your requirements and who might be interested in your property. When a suitable match is found: • you get a text message or email • log onto HomeSwapper to see the home you have been matched with • if you are interested you then visit the property.

To register, go to www.homeswapper.co.uk If you don’t have access to the internet or need help using

All change Council Tax Benefit is also changing. The Government decided that local councils will set the rules on how reductions in Council Tax are administered.

5-30% of the bill), regardless of their income. People of pensionable age are protected from any reduction to the benefit they received under the old Council Tax Benefit scheme.

Councils have been told to make savings. Some councils have kept the old system of Council Tax Benefit and are making savings elsewhere. Other councils have reduced the amount of benefit available for Council Tax. This means that in some areas everyone of working age is now required to pay part of their Council Tax (between

You can contact your Local Authority for more information or go to our website (Money Advice Service; click on Welfare Reform and find the ‘Changes to Council Tax Benefit’ page).

You can find more information on all these topics on our website at www.orbitheartofengland.org.uk/moneyadvice or contact our Money Advice Service on 0345 8 500 500.

HomeSwapper, contact your Community Housing Officer. If you are unable to log onto HomeSwapper’s website regularly to check your matches, you can get them sent to you by post.

If you don’t want to move but you are finding it difficult to cope with reduced housing benefit, don’t forget that Orbit Heart of England offers a free and confidential Money Advice Service. You can get help with budgeting and ways of reducing your outgoings and maximising your income.

Welfare Reform events Orbit Heart of England has held various drop-in events highlighting the impact of welfare reform across the region including: • Corby, Irthlingborough and Northampton, Northamptonshire • Henley-in-Arden, Studley, Stratford-upon-Avon, Alcester, Warwickshire • Barwell, Leicestershire.

Contact our Money Advice Service if you are unsure how the changes will affect you.

10 \ Spring/Summer 2013

INVOLVEMENT MATTERS

Under the microscope by the Customer Scrutiny Team The Customer Scrutiny team have been looking at how well the agreed ‘empty property’ standard is being met.

Cleanliness of properties was one of the main concerns we identified. So, after much discussion, improvements were

agreed with key staff and put in place. The Board were presented with our findings, which showed them that customers were playing an active part in holding their landlord to account for their services.

Go to our website www.orbitheartofengland.org.uk /scrutiny for regular updates on the projects.

And finally, a big thank you goes to Maurice Abney Hastings who has left Customer Scrutiny after a very successful year.£

Customer satisfaction with how their complaint is handled is next for the Customer Scrutiny treatment. This will be completed by June 2013.

Challenging Changing Customer Scrutiny

Update Customer Inspectors have reported big improvements in the cleaning of properties let to new customers. Further customer inspections are planned throughout the year.

Orbit Heart of England

“Teams have been retrained…to make sure customers are kept informed about progress” As John Peel once said, “I never make stupid mistakes.

Only very, very clever ones.”

Mistakes are a part of life; we all make them. The trick is to learn from them when they happen. That is true for organisations as well as individuals.

At Orbit Heart of England: • nearly a quarter of a million calls were dealt with by the Customer Service Centre last year • we completed over 65,000 repairs to our properties in 2012 • we have over 16,500 customers across the Midlands.

So, on occasions, things don’t go as smoothly as we would like.

We are constantly reviewing the feedback we get on the services we provide – especially where we’ve got it wrong and a customer has to make a formal complaint. Our aim is to learn from it and, most importantly, change things so we get better and customers get an improved service.

These are just some examples where things had gone wrong.

We reviewed each complaint, learnt from our mistakes and made changes.

• Teams have been retrained on managing and recording antisocial behaviour cases to

make sure customers are kept informed about progress.

• Following problems at the end of a tenancy (where a customer went into arrears), staff have been briefed on the need to provide clear advice about arrangements at the end of a tenancy.

• Dealing with correspondence has been improved in our Orbit Independent Living team after a customer’s relative had problems with poor communication.

• There were problems with people smoking at a sheltered scheme. After a review, the designated smoking area for customers was moved to a better location.

Heart of the Matter / 11

Making changes Last year, we had a major review of the Customer Involvement service at Orbit Heart of England. We wanted to create a new vision for a great service. Here are the results.

What’s new?

Every year we will aim to provide involvement opportunities in these service areas: • Customer service and complaints • Customer involvement • Repairs and maintenance • Customer communications • Your local community • Rents and service changes • Value for money • Planning for the future.

What’s different?

We want the involvement opportunities to suit your interests and fit in with how you want to get involved. You don’t have to come to meetings to have your say. You can get involved: • from the comfort of your own home • locally (such as customer or estate inspections, local meetings) • across Orbit Heart of England or nationally (such as focus groups, service improvement group meetings etc).

Want to know more?

Read our blog at www.oheexcellentjourney.wordpress.com If you want to help shape the future of Orbit Heart of England and its services by getting involved, please contact involvement@orbit.org.uk or call Julie Clarkson on 01789 404430.

Building communities Over the past 18 months, Orbit Heart of England has been planning for the future to the year 2020. We have researched with our customers, staff and others what kind of organisation we need to be to carry on delivering the services you need and how we can grow and improve those services.

“We want to be a major part of the communities we work in.”

From this research, we have worked out what our ‘vision’ is. As part of that, we have changed our purpose from ‘Building Brighter Futures’ to ‘Building Communities’. We wanted to reflect that we aren’t just a house builder or house provider; we want to be a major part of the communities we work in. You will start to see ‘Building Communities’ on leaflets, newsletters and so on as we start to use it in all our communications.

Our new vision and purpose have also helped set our business plans for the next financial year.

12 \ Spring/Summer 2013

A DAY IN THE LIFE OF… It’s a fact that more people are living longer in the UK. Statistics estimate that 23% of the population will be aged 65 and over by 2035. And there are already more pensioners than children under 16 in the country.

Maintaining an independent lifestyle as we grow old is incredibly important and Orbit Heart of England’s Independent Living developments are designed to provide independent, safe and secure new homes for the over 55s.

Lorraine Mansfield develops specialist housing for older people, making sure that facilities such as assistive technology are available to customers to enable them to live independent lives.

This is her day.

Lorraine Mansfield Business Development Manager, Orbit Independent Living

• Lorraine takes

MP, Jeremy Wright, through development plans

1 5:30 •

On site to check progress

She just has time to make a quick visit to an extra care scheme run by another provider for people with learning disabilities with extra care.

It’s an opportunity to knowledge share and exchange information.

1 7:00

1 1 :30 Meeting with Jeremy Wright, MP for Kenilworth & Southam, to show him how Orbit Independent Living have upgraded two schemes in Southam (Watton’s Lodge and St Wulstan’s Court) with the latest digital warden call technology. They also examine plans for the development of Victor Hodges House, a new independent living with care scheme in Southam, again with assistive technology. When finished, all three schemes will be linked so they

1 4:30 Lorraine drops into St Bede’s, Bedford, to make sure the project is progressing. Orbit Independent Living is refurbishing two Victorian villas to form apartments and communal areas (including a restaurant, hairdresser and cinema) along with 104 one and two-bedroom apartments. 53 of the apartments are available for shared ownership.

08:30 Arrives at Queensway Court, Leamington Spa. Currently under construction, this new £25 million development for over 55s will include 178 one and two bedroom apartments.

Lorraine has a meeting with the Project Manager and contractor to look at interior fixtures for the kitchens.

can work together providing support and back-up to each other.

•

St Bede’s taking shape

It’s back to the office to catch up on emails before getting ready to go out for the evening. But that’s work as well. Lorraine’s talking to a WI group about extra care.

Heart of the Matter / 13

Switch & save Fuel poverty affects 4.75 million homes in Britain and is set to increase. Orbit Heart of England is working hard to address this issue and help customers get the best possible deal on their energy bills.

We have teamed up with iChoosr, a leading tariff switching organisation, to help negotiate a cheaper energy tariff on behalf of customers who register for our Switch & Save initiative.

The more people who sign up – the bigger the potential reduction in bills. Energy suppliers compete to offer the best deal to those who register.

GREEN MATTERS All powerful

Thousands of people have benefited from similar schemes across the country, with average savings of £122 on household fuel bills.

The offer is available to anyone, whichever way you pay, including direct debit, prepayment meter or online.

The scheme will start late August 2013. For more information, contact the Customer Service Centre on 0345 8 500 500.

Customers at Stour Court enjoyed a visit from the Sustainable Investment team.

As well as advice on energy saving, the team gave out power down plugs and other goodies, all designed to save energy. Leamington & Warwick Housing team had an equally important role on the day – they brought cakes, refreshments and a quiz. Jason Edwards, Housing Assistant, visited all the properties to make sure that any customers who hadn’t been able to get to the meeting had the chance to raise any concerns or get odd jobs done.

Hot air Orbit Heart of England has completed a major installation at Loxley Court, a 40 flat sheltered scheme in Coventry.

Following consultation with the residents, air source heat pumps (ASHPs) and solar photovoltaic (PV) panels have been fitted, which should lead to lower

energy bills and lower carbon emissions.

ASHPs take heat from outside air boosting it to a higher temperature using a pump.

This is then used to heat the radiators. PV panels use daylight to generate electricity to heat the communal areas.

After the consultation, the majority of customers were keen to switch over to the new system. Once agreed, the installation happened quickly.

Storage heaters have been replaced by slimline radiators, the PV panels are in place on the roof and the ASHPs are up and running.

14 \ Spring/Summer 2013

Swop shop A ‘mutual exchange’ event took place in Warwickshire recently. It was an opportunity for people who wanted to move to discuss their property requirements.

Tenancy fraud The Government is considering making tenancy fraud a criminal offence, which could lead to a prison sentence.

We take tenancy fraud very seriously. We want to make sure that people who access our services are entitled to them and to make sure that people who are waiting for rehousing or need to move have the best possible chances of doing so.

If you know of any Orbit property that may be abandoned, unoccupied or you suspect tenancy fraud, please contact us and let us know. You can call or email us (0345 8 500 500 or info@orbit.org.uk), visit or write to your local housing office. You can contact us anonymously if you wish.

If you think you may fall into one of the tenancy fraud categories, take action now. Make arrangements to give up the property quickly or talk to us for advice as soon as possible.

Examples of tenancy fraud

Held at Leamington Spa, the event was run in partnership with several local housing associations, including Orbit Heart of England.

“People said it was useful to chat informally with their landlord.”

“It was well attended and people said it was useful to be able to chat informally with their landlord,” explained Naomi Williams, Tenancy Support Worker. “Working with the other housing associations was a real advantage because it gave more choice for our customers.” A follow-up event is being planned in the next few months.

• Where a tenant moves out and sublets the property to someone else • Keeping on a tenancy while not using the property as the main residence • Leaving a property without giving notice (known as ‘abandonment’) • Failing to tell us when a tenant leaves or dies

• Passing or selling on the keys to someone who isn’t entitled to them • False statements or representations to obtain a tenancy • Swapping homes with another tenant without our permission.

New face: Alan Allton “I’m the new Community Housing Officer, responsible for customers and properties in and around Kettering.

I have been with Orbit Heart of England for six years but, as I am new to the area, I am looking at ways where we can develop thriving communities and build brighter futures. It would be great to hear from any one in Kettering with ideas about how you’d like your local communities to develop. To get in touch, call me on 0345 8 500 500.”

•

Alan Allton

Heart of the Matter / 15

Counting the cost Fly-tipping is on the increase and customers are the ones who pay for it.

The cost has to be met through your service charges or Council Tax. It is also a criminal offence and those caught could be fined up to £20,000.

Orbit Heart of England can also take action against anyone if they are reported for dumping rubbish.

Please remember that it is more cost effective to contact your local council’s collection service or household waste centre than be faced with increased service charges, a fine or the risk of losing your home.

If you need to speak to someone about rubbish or fly-tipping in your area, speak to your Community Housing Officer on 0345 8 500 500 or contact your local Environmental Services Team.

Ukraine to UK

Kineton clear up

Briar Croft Extra Care scheme in Stratford-upon-Avon played host to visitors from Age Concern Ukraine.

Customers in Kineton, Warwickshire were unhappy with their communal gardens. The area was dark and overgrown and a hot spot for fly tipping and nuisance behaviour.

The aim of the visit was to show the visitors what can be achieved in older people’s housing and how the extra care scheme works. Emma Williams, Extra Care Support Provision Manager at Briar Croft, said “This is a fantastic example to show our visitors how older people can remain living independently in their own home with support as and when they need it.”

Community Housing Officer, David Dutton, worked with the residents to improve the area.

The ground was subsequently cleared and landscaped. Just in time for the summer.

16 \ Spring/Summer 2013

COMPETITION CORNER

Picture perfect Are you a budding artist under 16? We want to redesign our ‘Welcome to your home’ card, which goes in each sign-up pack and is given to every new customer.

Can you come up with an attractive picture? What do you think our Welcome card should look like?

The entries will be judged by a panel of customers. The winner

will have their design turned into a card and will be featured in the next ‘Heart of the Matter’.

They will also win a £20 High Street Voucher.

You can use paint, pen or crayon – the rest is up to your imagination. Put your entry on an A5 piece of paper. The closing date for entries is 31 July 2013. Send your entries, with your name, age and contact details on the back, to our FREEPOST address below (no stamp needed). Mark as ‘Summer HOTM competition’.

TERMS & CONDITIONS: By entering, you agree to have your name printed in the newsletter or online if you are a winner / runner-up. Competitions are only open to Orbit Heart of England customers. We cannot return individual entries.

Send your answers to: Marketing and Communications Team, Business Excellence, FREEPOST RRXZ-RSUR-SHLA, Orbit Heart of England, 10 Greenhill Street, Stratford-upon-Avon, CV37 6LG.

Competition winner The last competition asked for your money saving hints and tips. You didn’t disappoint us and came up with some great ideas. We’re printing the best ones here.

• To clean a teapot, cups, mugs or vase, fill it with water, drop a denture cleaning tablet and leave for 24 hours.

• Measure water in your mug so you only boil what you need (make sure the element is covered by water).

• Put foil behind radiators to reflect heat back into the room.

• Mix tap water and a little lemonade together and use them in a vase. This keeps your flowers fresh for longer.

• Use energy saving light bulbs.

They use less electricity and last 10 times longer.

• Don’t leave TVs, DVD players, computers etc on standby because this uses electricity.

All of your tips were put into a hat and and we pulled one out as the winner: Congratulations to Miss Scallon, Coventry; she wins a £20 High Street Voucher.

Join us… …on Facebook. Join our Facebook page to catch up with the news, be part of our discussions and find out what’s going on. We’re building a community online and we want you to be part of it www.facebook.com/Orbit HeartOfEngland ‘Like us’ before 31 August 2013 and we’ll put your name into a prize draw. Miss L Berry, Leicester ‘liked us’ and won a £20 High Street Voucher.

Contact us If you want to get in touch you can call us on 0345 8 500 500, or if you prefer you can email info@orbit.org.uk Our website is www.orbitheartofengland.org.uk

Please note If you need this document translating or supplying in a different format, large print, Braille or audio, please contact our Customer Service Centre on 0345 8 500 500 or email us at info@orbit.org.uk

Heart of England Housing Association Ltd (exempt charity). Registered office: 10 Greenhill Street, Stratford-upon-Avon, CV37 6LG