Winter 2012
INSIDE – The government is changing the rules on benefits. Make sure you understand how this will affect you by reading our special supplement. IN THIS ISSUE: TOP AWARD FOR CROC WORKS, GET INVOLVED, GAS SERVICING, NEW HOUSING OPTIONS SERVICE, LOCAL NEWS, SUMMER CARNIVALS, PRIZE COMPETITION AND MUCH MORE... Cover picture: Having fun at the East Midlands carnival. See pade 28 for more pictures.
From the editor... Welcome to the winter edition of Heartbeat. Although this is the season when we have to put on the extra layers and turn up the heating, we hope to bring back some memories of warmer days with a round up of our carnivals, held around the regions this summer. This edition of our magazine also includes an article about customer involvement and what we are doing to encourage more people to have their say about our work. We want more of you to play a part in managing your homes and neighbourhoods and making sure that our services meet your needs so make sure you read this story about our new ‘Engage’ programme and get in touch. There are big changes afoot in the welfare sector, with the government planning to alter the amount of housing benefit it pays. Of course this will affect a lot of our customers so we have included a supplement to help you through these changes. In addition our money advice team is always on hand to help with financial issues – see back page for more details. Before I finish let me take the time to wish you a very Merry Christmas. We hope you enjoy reading this edition.
Simi
When money is tight and you need a helping hand to tide you over, ‘payday’ loans can seem a quick fix - but there is often a high price to pay in more ways that one. These type of loans allow you to borrow small amounts of money for as little as a week or a month, but with very high interest rates, which could mean they cost you far more than you might expect.
For instance, you would have to pay back almost £650 to repay a typical £500 cash loan taken out for 31 days. As a last resort, a payday loan could help you overcome a short-term problem. However, you must be sure that you can pay back the loan within the agreed term so you don’t have to take out another loan the following month, or your short-term problem could become a long-term nightmare. Payday loans are usually repaid directly from your bank account by giving the lender a “continuous payment authority”. This gives them the right to take money directly from your bank, without the safeguards that apply to a direct debit arrangement.
What are the alternatives? An authorised overdraft from your bank should be much cheaper than a payday loan. If an overdraft is not an option, joining your local Credit Union could also be much cheaper way of borrowing money as the maximum interest a Credit Union can charge for borrowing is 26.8% APR and many charge 12.7% APR.
Simi Chopra Heartbeat Editor
If you are in financial difficulty and often find yourself struggling to meet your payments before payday, get advice from money advice professionals who offer free assistance.
Midland Heart 20 Bath Row, Birmingham B15 1LZ tel 0345 60 20 540
Help is available from a number of national organisations, such as National Debtline, Citizens Advice or the Consumer Credit Counselling Service or from Midland Heart’s team of Money Advisors. Call them on 0345 60 20 540.
magazine@midlandheart.org.uk 2
Payday loans: Short term gain for long term pain?
Top award for Croc Works Midland Heart’s £25 million housing development Crocodile Works in Newtown, Birmingham was honoured at this year’s prestigious Royal Institute of Chartered Surveyors awards for the West Midlands. Facing competition from six other large developments, Crocodile Works triumphed to win the ‘Regeneration’ category at the awards ceremony held at Edgbaston Cricket Ground which was hosted by BBC presenter Mary Rhodes. Crocodile Works is a flagship project which forms part of a wider plan to regenerate Newtown by creating affordable housing to support sustainable communities. It provides a mix of 168 apartments and townhouses for affordable rent, outright sale and rent-to-homebuy.
Customers from Crocodile Works.
Ruth Cooke, Chief Executive Officer Midland Heart, said:
“We are delighted to have won such a prestigious housing award. Crocodile Works is a great example of what Midland Heart is all about; the development has transformed the area of Newtown - not only by providing affordable homes but helping to create a community and making it an enjoyable place to live.” Chairman of the RICS West Midlands judging panel, Roger Stone said: “The sheer scale of this housing re-development made it an important and significant entry in the Regeneration category. The project team have bravely and successfully taken an industrial site and built a secure development with a variety of new and connected houses, flats and apartments, doing much to improve the area and the lives of those living in the area. “It has to be seen to appreciate just what has been done and we believe it is more than deserving of the Regeneration title.”
L-R (back row) Simi Chopra – Marketing & Communications Project Manager for Midland Heart, Anne Marie Simpson - Head of Midlands for The Homes and Communities Agency, Glenn Howells for Glenn Howells, Katherine Staniland – Architect for Glenn Howells, Carl Larter – Development & New Business Director for Midland Heart, Richard Cornes – Partnerships Director for William Davis. L-R (front row) Michelle Musgrave – Customer & Communities Director for Midland Heart, Ruth Cooke – Chief Executive Officer for Midland Heart, Zaheda Vaid – Customer Involvement Officer for Midland Heart.
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The Customer Involvement team at the launch of Engage.
Get involved and have your say!
This year more customers than ever before got involved with our work. Around 2,500 of you took part in various activities and events - on almost 5,000 occasions. You have been gaining new skills on training courses, having fun at carnivals and joining our management board and various committees, such as the disability group featured in this edition of Heartbeat. Getting involved means helping us to improve life for you, your family and your community. You know what issues there are in your local area and you’ve probably got the best ideas about tackling them.
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However, you have been telling us that sometimes it is not clear exactly how you can get involved so we have launched a new programme called Engage which allows you to easily identify where and how you can have your say and really make a difference to the way we work and to your communities.
Your involvement, our promise... You might have good ideas but have never been involved before. Don’t worry, it won’t cost you a penny.
In return for your involvement we will: l Provide you with training, including accredited training l Provide you with a dedicated Customer Involvement Officer for your area to support you on a day-to-day basis l Pay your out of pocket expenses including travel, childcare and carer’s costs l Organise and pay for meeting rooms at local venues l Provide start up and annual grants to resident/customer groups l Support you with neighbourhood activities l Provide refreshments at all our meetings, activities and events.
Once you tell us you would like to get involved, we will: l Contact you within 10 days to discuss what you want to get involved in l Contact you every three months to make sure you are satisfied with your involvement.
Whichever way you get in touch we’ll be glad to hear from you.
Whatever time you have to spare, we have something to suit you. Time commitment - low If you’re short on time, but would like to see some changes in your area then there are a range of ways you can get involved such as community events including carnivals; focus groups and mystery shopping activities. Do you want to stay in the comfort of your own home? If so, you can take part in surveys and we can visit you from time to time to get your thoughts and feedback on the services we provide.
Time commitment - medium If you want to take more of an active role in shaping Midland Heart’s services there are a number of ways you can do this such as walkabouts so you can inspect your street or local area with your friends and neighbours, local residents’ groups and customer panels which meet in each of our regions.
Time commitment - high Have you got more time to spare? Join our Heartbeat editorial board and contribute regular articles or become a member of one of our five ‘Service Improvement Groups’ which look at various areas of our work. For more information about how to get involved please contact our Customer Involvement Manager Mary Jane Gunn on 0121 654 6724 or email maryjane.gunn@midlandheart.org.uk
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New repairs charging system brought in Carnivals bigger and better than ever! Almost 1,000 customers and around 500 other members of the community enjoyed this year’s Customer Carnivals. The events, held in Coventry, Leicester, Wolverhampton, Essington in Staffordshire and Birmingham for the third year running, took an Olympic theme and featured lots of fun sporting activities for all the family such as cricket, gymnastics, Zumba, football and basketball. Over 100 staff volunteered their time to assist with the carnivals, which also promoted health and well-being and heightened the profile of local sporting agencies and of Midland Heart itself. Gareth Hopkins, customer involvement officer, added that the carnivals also helped to raise valuable funds for neighbourhood groups. “Members of one of the groups are using the money for a coach trip to West Midlands Safari Park for the whole street to enjoy,” he said. “The events also recognised and thanked customers who have been great neighbours and highlighted the good work they have done in the community. They also helped us to develop even stronger links with local councilors and other organisations.” Gareth concluded: “This year more than ever we have received positive feedback from staff and customers who enjoyed the carnivals and can't wait until next year!”
See regional pages for the pictures. 6
A new system has been introduced so that Midland Heart can protect its properties, ensure that resources are spent most effectively and provide the best standard of accommodation possible for customers Under the new Rechargable Repairs system, customers will be responsible for looking after their homes in accordance with their tenancy agreement and will be liable for repairs that Midland Heart are not responsible for.
What kind of repairs will customers be charged for? l Where work is necessary as a result of a resident, their family or friends deliberately or accidentally damaging any fixtures or fittings in a Midland Heart property. l Unauthorised alterations where Midland Heart has to bring a property back up to an acceptable standard, as determined by us, in order to ensure safety of residents and the property. l Vandalism to a property, where damage has occurred and where the individual admits damage, or responsibility has been established. l Replacement of lost or broken door entry keys.
How will repairs be charged? We consulted our customers about charges and to ensure that the system is fair, a standard charge has been set up for the most regular items. This will ensure that you are provided with the correct details from the outset and will to give you the opportunity to make the repairs within a set timescale.
Leaving a property? If you decide to end your tenancy or request a transfer to another property, it is your responsibility to leave the property clear of all rubbish and belongings including the loft, garden and any outbuildings. Midland Heart will charge you for removal of rubbish and any damage.
Raising awareness of disability Would you like to help raise Midland Heart’s awareness of the issues facing disabled people? Or do you have a disability which Midland Heart should know about? The Midland Heart Disability Reference Group, which is always looking for new members, focuses on the services that are important to customers with disabilities such as repairs, finding a suitably-adapted property, anti social behaviour and relationships with contractors.
“We encourage customers with disabilities to give us as much information as possible so that we can provide them with a service that suits their needs.” You can update the Midland Heart system with details about your disability in a number of different ways:
l Call our call centre on 0345 602 0540 l Email us on customer.servicecentre@ midlandheart.org.uk with the information l Write to us at Midland Heart, 20 Bath Row, Birmingham, B15 1LZ with the details.
The group gets together every three months and members are drawn from a wide range of ages and backgrounds and from all over the Midlands. At each meeting there is a main area of discussion and issues tackled so far include: l How Midland Heart can safeguard customers l Developing the severe weather plan l Hosting a “lunch and learn” training session for Midland Heart staff to raise awareness of people with disabilities. Customer Involvement Officer Gail Gavan, who supports this group, commented: “Members are passionate about giving a voice to all Midland Heart’s disabled customers and it shows in how animated our meetings can become!
Interested in this customer group and feel you might like to join us? Please contact Gail on 0345 602 0540 or email gail.gavan@midlandheart.org.uk, and she would be delighted to hear from you. She added: “I hope this has given you an insight into the Midland Heart Disability Reference Group – we’d love to hear from you!” 7
Why gas servicing is vital
If you get your gas service completed on the first appointment you will be entered into a £50 monthly prize...so that’s another reason to get the annual service carried out!
Did you realise that not allowing Midland Heart to check your gas appliances could result in you losing your home - or even your life?
If you do not let us in to do the service you could be putting yourself, your family and your neighbours at risk from carbon monoxide poisoning. You cannot see, smell or taste carbon monoxide, but it can kill within a matter of minutes.
Like all landlords, Midland Heart has a legal duty to carry out a safety check each year of the gas appliances in your home. This service helps ensure that the appliances are completely safe and that they are working properly, which in turn can help you manage your gas bills.
Not allowing a gas safety check means you are breaking your tenancy conditions. If you do not make arrangements to let our contractors in, we will take the following legal steps to help us gain access: l A request for an injunction against you from your local county court could be made, l We’ll seek to recover the court costs - which could be more than £800. l If we obtain the injunction from the court and you still fail to allow access we will issue possession proceedings against you, which could result in you losing your home and may prevent you from acquiring another property – earlier this year we evicted a customer who failed to let us in to carry out the service.
You will receive a first appointment card from one of our Gas Safe registered contractors PH Jones or EON, which will inform you of the date, day and time when your annual gas service is due to be carried out. If this time is not convenient please phone the telephone number on the card to re-aarange and you must make sure that you let them into your home to carry out the service and safety check. At the end of the visit you will be given paperwork to show that they have checked your gas appliances and that it is safe. You must not do anything to these appliances yourself. The check is vital to your safety. It is free, takes about an hour depending on the number of gas appliances you have and it makes sure your heating is running efficiently. Above all, it will help keep you and your family safe. Every year more than 30 people are killed from faulty gas fires or appliances in the home.
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PRIZE DRAW
Customer-owned gas appliances Customers have a duty to ensure the maintenance and safety of gas appliances they own. This means that your own gas cookers and fires will not be connected or serviced by Midland Heart but we will give a free visual safety check of the fire when we make our annual gas service visit. We will need to remove the fire to gain access so please have you’re the handbook available for the engineer’s reference.
Action taken on tenancy fraud Midland Heart is cracking down on customers who commit tenancy fraud. This type of fraud is a growing problem – it’s estimated that between 50,000 and 160,000 homes are currently being unlawfully occupied across the country prompting the government to launch a new housing strategy which includes criminalising social housing fraud. And Midland Heart is doing its bit. For example, action has recently been taken against a Birmingham customer who fraudulently lived in a one of its properties, despite owning another home. Midland Heart issued proceedings against Mrs Choudhury in the county court to recover the property as she was not in need of the home and therefore did not meet the criteria of social housing. Through working closely with Birmingham City Council and other partner agencies Midland Heart gathered solid evidence to prove that Mrs Choudhury was letting the property for profit whilst living in the home she owned. Another 12 cases were also identified as part of this exercise and the properties recovered. In summing up the court case, the judge recognised that Midland Heart took court action as a last resort and as a not-for-profit
organisation had a duty to pursue the costs and reinvest these into developing and improving other homes. Sarah Clarke, Tenancy Standards Manager, said: “As waiting lists for homes increase there isn’t enough social housing to meet the needs of people who genuinely need it. That’s why we’re working closely with our partners to treat any case of tenancy fraud very seriously.” “The investigation was carried out by our new tenancy standards team which has been created as part of Midland Heart’s commitment to detecting and taking action on tenancy fraud.”
If you are concerned about your own tenancy call 0345 60 20 540 and ask to speak to the tenancy standards team.
The facts about tenancy fraud l Tenancy fraud is committed when a home is sub-let for a profit, passed to a friend or relative without a formal agreement or applied for with false information. l The government now plan to make it a criminal offence with a maximum sentence of two years in prison or a £50,000 fine. 9
Make sure you know who they are We have had reports of people pretending to work for Midland Heart asking to come into your home. Protect yourself and your home: l always ask the person for their identity badge l if they don’t have one or don’t let you see it properly shut the door l Ask them to wait while you check who they are l remember to shut the door while you check. A genuine person will never mind you asking. This is especially important if you were not expecting anyone. All of our staff and contractors who work on our behalf have an identity badge.
Our call centre can check if the caller works for us just call on 0345 60 20 540 and be sure that they are who they say they are. It will only take a minute to give you peace of mind and our staff do not mind waiting. If you think they are bogus call your local police on the new easy to remember number 101.
Be safe, check if you are worried. 10
WARNING! A company by the name of Alba Insulation have been calling at properties in Coventry and Birmingham, stating they are working on behalf of Midland Heart to carry out loft insulation. We are told that the firm is gaining access to properties in the hope of stealing copper piping from loft areas. It is important to note that Midland Heart does not have any association with Alba Insulation and any customer who is contacted by them should refuse access and if necessary inform the police. If you have had any other bogus caller at your house or have refused access to any of our contractors because they refused to show their ID card please call us as soon as possible on 0345 60 20 540.
Affordable insurance on offer A low-cost contents insurance policy especially for customers has been launched thanks to Midland Heart joining forces with the National Housing Federation. In the case of theft, fire, vandalism or burst pipes, Midland Heart insures against the cost of rebuilding the property. However, it does not insure any of customers’ personal belongings, decorations or household contents. Your belongings are your responsibility, so we recommend that you take out your own insurance. We know that insurance may seem like a costly, added expense but the people most likely not to take insurance are those least likely to be able to recover financially when the unexpected happens.
Our home contents insurance can cost as little as £1.25 per week and premiums can be paid fortnightly or monthly by cash as well as by direct debit.
The policy offers a range of benefits, including: l Flexible, regular pay-as-you-go payment options l Application is quick and easy - either through the post or over the telephone l No excess (you don’t pay the first part of the claim) l Covers theft, water damage and fire damage of contents l Covers damage to internal decorations l Covers accidental damage to sanitary fixtures such as toilets and washbasins l Covers damage to external glazing for which you are responsible l Covers lost or stolen keys and freezer contents l You don’t need to have special door or window locks l All post codes are included.
For more information contact our customer service centre on 0345 60 20 540 or contact call the insurance company directly on 0845 337 2463.
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New housing options service launched A new service to promote much-needed affordable homes to rent and buy in east Northamptonshire has been launched. The free service is called Homes Direct and is centred on a new easy-to-use website and property shop. It is open to people looking for an affordable home or at risk of becoming homeless and is managed by Midland Heart. A dedicated Homes Direct team, based on High Street South, Rushden, will support people to find affordable homes to rent, as well as homes for sale and properties available for exchange. The team will also help people to find solutions to their housing needs and offer advice on homelessness and claiming housing benefit. Michelle Musgrave, Director of Customer and Communities at Midland Heart, said: “We’re delighted to be working in partnership with East Northamptonshire Council on Homes Direct. “Midland Heart is really well placed to offer the expert advice and support needed to find a home in east Northamptonshire and we believe this new service really simplifies the process.” Clive Wood, Chairman of East Northamptonshire Council, added: “East Northamptonshire is a lovely place to live and we’re very pleased to be working with Midland Heart to help people find a suitable home here.” 12
Clive Wood, Chairman of East Northamptonshire Council and Michelle Musgrave, Director of Customer and Communities at Midland Heart
The inspectors are out and about
Customers from across the Midlands are being trained Tenant Inspectors – helping to ensure that Midland Heart’s work is up to scratch.
“I have learnt brand new skills and made new friends along the way. I would recommend this course to everyone.” Mystery shoppers shine the spotlight ‘Mystery Shoppers’ are shining the spotlight on Midland Heart’s services. A range of customers are being trained to make phone calls, undertake visits, write letters and send emails to test how good or bad the service they receive is. Every month inspectors visit estates to assess how well they are being managed and maintained by our contractors. They focus on things such as how clean internal communal areas are, how grassed areas are maintained and whether fly tipping is being cleared up. Inspectors receive free formal accredited training at our partner college, Fircroft, where they learn how to carry out their role effectively. They are also provided with digital cameras so that they can provide evidence of their findings in their final report. Sandra Clarke commented: “The training that I have received to become a Tenant Inspector was second to none.
“Mystery shoppers help us to identify where improvements need to be made and understand the real customer experience,” explained Gary Hebrard, Midland Heart’s Services Scrutiny Officer. Customers receive free training and gain an endorsed certificate. They also receive a shopping voucher as a thank you for taking part. The skills that they gain on the course can be transferred into the employment market too. Every month we train more customers to become Mystery Shoppers so what are you waiting for?
If you are interested in either of these opportunities please contact Gary Hebrard at gary.hebrard@midlandheart.org.uk or call 0345 60 20 540 13
Our neighbourhood services are changing We want your neighbourhood to be a place you enjoy living and are proud to call home.
As part of this you told us how you would like to see the services improved. These are some of the key changes made as a direct result of customer involvement:
You said: you want to have local services delivered by local contractors and to employ local labour
We did: the new services are being carried out by local companies who are employing local labour.
You said you wanted to have more control over the quality of the work
We did: Tenant inspectors will be working with us to make sure the best standards are achieved and to tell us when they are not.
Some customers pay service charges for environmental services – these are services that keep communal gardens tidy, make sure shared communal areas are clean and well maintained and that windows are cleaned.
All contractors will be wearing Midland Heart identification badges and will drive vans with the Midland Heart logo to make them easily identifiable.
From 1st December 2012 there will some changes to who does this work and how it is carried out. So over the next few months you will see differences in: l grounds maintenance (this includes shared grassed areas, boarders, pathways, drying areas, car parking areas, plus graffiti and rubbish removal) l window cleaning l communal cleaning services (such as internal floors and walls, stairways, lightings). Over 50 customers helped us select new our contractors our priority was to choose firms that offered the best services, and value for money. 14
Keep checking our website and future editions of Heartbeat or speak to your Neighbourhood Teams for more updates, where we will provide you with more detail on what services you can expect and the contractors who will provide it.
Preparing for winter As the weather gets colder we thought you might be grateful for some handy hints and tips. Keep warm – lots of layers are better than just one big jumper so add a T-shirt, vest or thinner jumper underneath - perhaps all of these if it gets really cold, as well as gloves and a hat when outside. Avoid slips and falls – wear shoes with plenty of grip and don’t pop to the bin outside in slippers as lots of people fall and break a leg every year doing this. Keep your heating on as much as you can – even if you go away leave it on really low twice a day to stop pipes freezing up. Have regular hot drinks – always keep plenty in stock.
Your home needs looking after as well in cold temperatures
l Occasionally run your taps to make sure water is flowing and this helps to prevent ice building up l If you have a frozen pipe in your property you can use a hairdryer to try to thaw it out l If you have frozen pipes but a small trickle of water turn your tap on as this will help water flow and unfreeze the pipes BUT be careful to turn it off if it doesn’t work other wise you will have a flood when it thaws later l Make sure you know where your water stop tap is. If you have a burst pipe turn the stop tap off as soon as possible to limit water damage and call Midland Heart 0345 60 20 540 and we will be able to help
l Keep your kettle filled all the time so you can still have a hot drink if your water pipes freeze and keep some bottled water in the cupboard l If you don't have cold water your hot water tank will no longer fill up so don't use your hot water either l If your water stops running check if your neighbours have the same problem - if they do contact your water company. If it is just your house call Midland Heart. We will continue to help whatever the weather does but some repair work cannot be done in very cold temperatures, such as working on a roof as it is too slippery, digging the ground or using paint and cement because it will not dry properly. There may also be times when the weather stops us reaching everyone, if this happens we will prioritise the most urgent jobs and arrange to complete any work we cannot carry out as soon as possible.
l If your heating breaks down check the fuses, ensure the pilot light is still on or that that the problem has not been caused by a power cut or interruption to the mains gas supply. When you call us let us know that you have checked all the above and give us any error code that appears on the boiler. Also tell us if there are any young children or old people in the property and whether you have any form of secondary heating. l If you are over 60, disabled or on a low income, you may be able to get financial help to heat your home. Ask our Money Advice Team. l If you have a neighbour who is elderly or vulnerable try to check on them during the cold weather. 11 15
How we’re doing Every month we ask more than 1,000 customers what they think about our repairs, new lettings, environmental and complaints services.
Complaints performance: Percentage of customers that are very or fairly satisfied with how we handled their complaint:
July 2012 38.64%
August 2012 32.56%
At the end of July 2012: 38.64% At the end of August 2012: 32.56% Target: 65%
The average for other social housing providers is 63%
Repairs performance: Customer Service Centre performance:
Percentage of repairs completed during the first visit from our contractor:
The total number of calls we answered:
July 2012 99.55%
August 2012 97.56%
At the end of July 2012: 99.55% At the end of August 2012: 97.56% Target: 95%
July 2012 73.99%
August 2012 74.18%
At the end of July 2012: 73.99% At the end of August 2012: 74.18% Target: 92%
The average for other social housing providers is 80% The percentage of customers very or fairly satisfied with the repairs and maintenance service: The total number of calls we answered within 20 seconds:
July 2012 73.91%
August 2012 84.39%
At the end of July 2012: 73.91% At the end of August 2012: 84.39% Target: 80%
July 2012 86.01%
August 2012 90.75.%
At the end of July 2012: 86.01% At the end of August 2012: 90.75% Target: 92%
The average for other social housing providers is 85% 16
WINTER WARMER RECIPE Customer Involvement performance: Customers who are very or fairly satisfied with opportunities for participation:
July 2012 79.52%
August 2012 84.52%
At the end of July 2012: 79.52% At the end of August 2012: 84.52% Target: 87%
Overall satisfaction: Customers who are fairly or very satisfied with Midland Heart’s overall service:
Carrot and fresh coriander soup Prep: 5 mins. Cook: 15 mins. Serves: 6
What you need July 2012 81.60%
August 2012 83.80%
At the end of July 2012: 81.60% At the end of August 2012: 83.80% Target: 85%
1 tablespoon of olive oil. 4 large carrots, peeled and roughly chopped 1/2 large onion, roughly chopped. 900ml (1 1/2 pints) vegetable stock. Large bunch fresh coriander, roughly chopped.
How to make it
If you would like more information on how we are doing please contact us on 0345 60 20 540
1. Heat the oil in a large saucepan over medium heat. 2. Saute the carrots and onion for a few minutes until the onion has softened a little. 3. Pour in the vegetable stock and add the coriander. Bring to the boil, and cook until the carrots are tender, about 10 minutes. 4. Remove from heat and allow to cool slightly. 5. Puree the soup until smooth, using a hand blender or food processor. Reheat before serving if necessary. Serve with crusty bread. 17
COMPETITION
r u o r Ente hoto p w ne n o i t i t e p m o c
GREAT PRIZE S!
Do you have an eye for a picture? Are you handy with a camera? Have you captured an image which sums up summer 2012? We are looking for your best photographs from the last few months, and if yours is the best you could be in with a chance of winning a prize. It could be a picture of your seaside holiday or a community event, a family snapshot, an image of your garden in bloom or of course a photograph of something related to the Olympics. Perhaps you saw the torch coming through your area or you took part in a local sports day to mark London 2012? For example, the olympic torch picture on the right was taken by our own Regeneration Officer Elaine Shirley who had a great evening with hundreds of people watching the Olympic torch go past in Coventry. “Policemen were ‘high fiving’, flags were waving and there was a great carnival atmosphere,” said Elaine. 18
You do not have to be an expert with a fancy lenses and special filters…we want to see what you have been up to this summer, whether the photograph was taken on your phone or a disposable camera. However, if you are a budding professional then we would love to know what you can do. Send us your most artistic efforts – we regularly employ photographers to capture the work we are doing throughout the region so you never know where it may lead.
EMAIL YOUR IMAGES TO communications@midlandheart.org.uk by 18th January 2013. We will publish the best selection in the next Heartbeat and the winning entry will receive a prize.
BIRMINGHAM BIRMINGHAM BIRMINGHAM
£17million housing development completed
A major Midland Heart scheme providing 106 much-needed affordable homes in the heart of West Bromwich has just been completed. Daynia Archer, Regeneration Officer for Midland Heart
The £17million Bagnall Street development, built on a former industrial site, provides two-bedroom apartments and two, three and four-bedroom family homes for rent, short-term rent or rent-to-homebuy.
“This is such an exciting project - the new homes look fantastic” Carl Larter, New Business and Development Director for Midland Heart, said: “This is such an exciting project - the new homes look fantastic and we cannot wait for the community and our partners to see the finished work. Bagnall Street offers local people new, well designed, high quality family homes in an area where there is high demand.” The scheme has been designed around an old canal and includes a green park area for all residents to enjoy.
WHO’S WHO IN YOUR AREA? To contact your local Customer Involvement Officer or Housing Team Leader, please call 0345 6020 540 and ask to be put through to the relevant person.
Customer Involvement Officers Martin Hall - Inner Birmingham Judith Rowe - South Birmingham Violet Williams - North Birmingham Zaheda Vaid - West Birmingham Outer Housing Team Leaders Michael Wood - Inner Birmingham Christopher Luke - South Birmingham Pete Sandilands - North Birmingham Valerie Hamilton - West Birmingham Outer 19
BIRMINGHAM BIRMINGHAM BIRMINGHAM
Party atmosphere at carnival The Olympic Torch made a special appearance at the Birmingham customer carnival, adding to the excitement of the day.
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BIRMINGHAM BIRMINGHAM BIRMINGHAM
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BIRMINGHAM BIRMINGHAM BIRMINGHAM Customers from throughout Sparkhill came together to enjoy a community breakfast to celebrate the Olympics. The event, held at the Zambesi housing scheme, proved successful and was one of several initiatives undertaken by Midland Heart staff, including Regeneration Officer Ashok Patel.
Sparking a community spirit in Sparkhill
“I have been busy connecting Sparkhill customers with a range of colleagues and other agencies - this partnership work has been very useful in building community spirit,” Ashok said. It was a very early start for the breakfast, with staff arriving at work at 5.30am to set up information stalls outside. The event was an excellent way to bring all sections of community together to celebrate a once in a lifetime opportunity and was followed up by the organisation of a fun day at the local park.” Tracy Emerson- Smith, Manager of Zambesi, said: “I got the opportunity to meet members of the Sparkbrook neighbourhood forum and look forward to supporting them and local schools to raise awareness of homelessness and involve our neighbours in understanding the needs of vulnerable customers within Midland Heart.”
Midland Heart staff at the breakfast.. Left to right, Semiu Apanishile, Leon Cousins, Ashok Patel, Charlotte Mason, Tracy Emerson-Smith, Billy Makuwe.
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BIRMINGHAM BIRMINGHAM BIRMINGHAM Spec Works customers Victoria and Christopher
Scheme becomes creative showcase Midland Heart’s Spectacle Works housing scheme became a shining beacon of creative talent when it staged a pop-up exhibition of art, ceramics and jewellery earlier this year. The scheme, which is in the heart of Birmingham’s Jewellery Quarter and includes a range of homes with workshops in them designed for young entrepreneurs, hosted the week-long show. Artists submitted some outstanding pieces which attracted people from all over the West Midlands and Staffordshire to view the artwork and see the live/work accommodation. This pop-up exhibition was run in partnership with North Staffordshire Gallery, Barewall, who sell and support many successful artists from around the country. Paula Millward of Barewall said: “We were proud to be supporting Midland Heart with this exhibition at Spectacle Works which is a truly inspirational development, giving people a wonderful opportunity for creative businesses to start and grow.” The exhibition also attracted local supporters, with Birmingham curator and critic Charlie Levine blogged that: “If you’re a young creative in Birmingham looking at ways to showcase, sell and develop your work, Spectacle Works is definitely worth checking out.” Open workshops were available to visit from residents Victoria Delany a silversmith, and ceramic specialist Christopher Hay. Midland Heart’s Regeneration Project Officer Ashok Patel commented: “The stunning work on display was enhanced by Spectacle Works’ magnificent large windows which cast volumes a natural light everywhere, making for a truly delightful event which all those who attended greatly enjoyed”. 23
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Anne is a winner Midland Heart customer Anne Davis not only picked up lots of useful tips about saving money at an event recently, she also came away with a prize. Anne won a £25 voucher at a quiz held as part of a ‘Money Matters Road Show’. The event was developed by the Coventry Financial Inclusion Forum which is made up of representatives from various agencies and organisations including Midland Heart. The road show aims to increase awareness to residents in the city of affordable loans, energy saving, credit unions, welfare reforms and more.
For advice and information on money matters in Coventry contact: • Credit Union
02476 633 456 for savings and affordable loans
• Citizens Advice Bureau
02476 223 284 for debt and consumer advice
“It was great to be able to get water and saving tips from Severn Trent” Anne entered the road show quiz and was delighted with her prize. She said: “It was great to be able to get water and saving tips from Severn Trent and the energy advisors as well as learning about easy ways to save with the credit union. It was a real bonus to come away with a prize!”
Look out for future Money Matters Road Shows visiting other areas of Coventry throughout the year.
• National Energy Advice
02476 559 191 for energy saving tips • Coventry Benefits Advice Line
02476 832 000 for welfare benefits advice • Manjit Sehmar (Midland Heart Open Door Advisor)
07990 640 781 for employment & training advice
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Olympic mementos hidden in time capsule Coventry school children have helped preserve Olympic excitement and the history of a site in the city with a special time capsule. Around 30 schoolchildren from Whitley Abbey Primary School in Coventry worked hard to prepare treasures to store in the capsule which was buried at the new Touchstone Court housing scheme. The site of Midland Heart’s former offices is being transformed into a £5 million development providing 45 much-needed homes for rent. Artefacts included Olympic souvenirs, special letters written to the school children of the future, press reports and photos, a Midland Heart history book, a diary of the school year and pictures of the site, along with local and national newspapers all of which took their proud place in history. Over 40 people gathered to see the time capsule buried, including members of the local community and project partners, and to witness one of the final finishing touches to the affordable housing scheme.
On an earlier visit, the pupils donned hard hats and protective clothing as part of a health and safety talk to educate them about the perils of construction sites. The children gathered to learn about potential hazards, hidden dangers and the most common accidents at a master-class. Following the presentation they tested the speakers’ knowledge in a round of quick fire questions about how accidents take place, how many people work on the site and what personal protective equipment workers need to wear. Touchstone Court is due for completion later this year.
Front Row – children of Whitely Abbey Primary Back row: Carl Larter, Director for New Business and Development, Midland Heart, Julie Harrison Deputy Head at Whitely Abbey Primary, Councillor Kevin Foster, Alan Quinlan, Housing Enablement Officer, Coventry City Council, Councillor Hazel Noonan and Ian Jones Business Development Director Westleigh Developments Ltd. 25
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Sun shines on carnival With the sun shining, the Coventry carnival got off to an excellent start with customers arriving as soon as the doors opened.
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WHO’S WHO IN YOUR AREA? To contact your local Customer Involvement Officer or Housing Team Leader, please call 0345 60 20 540 and ask to be put through to the relevant person. Customer Involvement Officer Gail Gavan Housing Team Leader Anita Kapadia 27
EAST MIDLANDS EAST MIDLANDS EAST
The fun of the fair There was music, sports, dancing and lots of fun when the Customer Carnival arrived in Leicester this summer.
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EAST MIDLANDS EAST MIDLANDS EAST
WHO’S WHO IN YOUR AREA? To contact your local Customer Involvement Officer or Housing Team Leader, please call 0345 6020 540 and ask to be put through to the relevant person. Customer Involvement Officer Cameron Whyld Housing Team Leader Leo Daniels 29
STAFFORDSHIRE
STAFFORDSHIRE
What a glorious day! Over 200 people turned out to enjoy the attractions at this year's Staffordshire Customer Carnival
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STAFFORDSHIRE
STAFFORDSHIRE
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STAFFORDSHIRE
STAFFORDSHIRE
New look for Dimbles Lane A major facelift of the Dimbles Lane shopping parade to create a greener, safer area was celebrated at an official launch. The event followed a two-year long partnership project led by the North Lichfield Initiative and supported by Midland Heart and Lichfield District Council.
changes and enhancements that have taken place on Dimbles Lane.”
The work cost around £160,000, with £130,000 provided by Midland Heart and the remainder from Lichfield District Council.
Colin Ball, Chair of North Lichfield Initiative, commented: “We are pleased that our views were really listened to in the planning stages. The developments have definitely made it a brighter, friendlier place and a more welcoming area for people to live, shop and visit.”
It involved a major overhaul of the area with the installation of new lighting and networked CCTV to improve safety, added greenery including custom built planters and landscape features, with new street furniture to help revitalise the parade. The parade looked so much more colourful that it even won a Britain in Bloom award this year! Extensive improvements were made to the rear car park to reduce parking hazards in front of the shops and make the area even safer for the community. Consultation with the local community and shop-keepers, via the North Lichfield Initiative team helped to design the scheme. John Webbe, Regeneration Manager at Midland Heart said: “Investing in community areas is at the core of Midland Heart’s role and we are delighted to witness the 32
To give added privacy for the residents living above the shops, future plans will involve the installation of contemporary coverings to the balconies of the residential flats.
STAFFORDSHIRE
STAFFORDSHIRE
Creating a better Essington Homes in Essington are looking smarter thanks to the hard work of local customers.
Alex Gibbons, Gill Gibbons, Diane Rowley, Henry Linton (Mears) Louise Hood, Mitch James, Colin Hood, Wayne Fowkes (Mears)
The local residents group worked hard to secure a grant from Midland Heart’s environmental fund which has meant that new fencing has been installed at the front of properties in Upper Sneyd Road and Kitchen Lane. Group members also helped other residents plant to hanging baskets with red white and blue flowers to celebrate the jubilee, with Midland Heart contractors Mears on hand to put up the baskets up.
Denise James and Wayne Fowkes (Mears)
WHO’S WHO IN YOUR AREA? To contact your local Customer Involvement Officer or Housing Team Leader, please call 0345 6020 540 and ask to be put through to the relevant person.
Colin Hood and Jean Foster (Committee Members)
Customer Involvement Officer Gareth Hopkins Housing Team Leader Sue Caley 32
W O LV E R H A M P T O N A N D B L A C K C O U N T R Y
Carnival bigger and better than ever The Wolverhampton Customer Carnival returned this year and as promised it was bigger and better than ever. Were you there?
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WHO’S WHO IN YOUR AREA? To contact your local Customer Involvement Officer or Housing Team Leader, please call 0345 6020 540 and ask to be put through to the relevant person. Customer Involvement Officer Anikah Miller-Ryan Text/call on 07767 474 361. Housing Team Leader Dawn Finnan 35
Celebrating 25 years of Money Advice
Our expert money advice team offer free, unbiased and confidential advice and information about any debt or benefit problem you may have. We help you by: l Making sure you are receiving all the benefits to which you are entitled l Advising you on how to deal with financial problems and helping you to negotiate with the people you owe money to l Offering ongoing help and support.
Your Money Advisors are: From left to right Front row - Tracey Chisholm, Lucy Mosedale. Middle - Helen Zamorski, Danielle Lewis-Rogers. Rear - John Jackson, Joanne Burns, Sarah Golding
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If you would like help to access or understand any of our information call us on 0345 60 20 540 or email us at customer.servicecentre@midlandheart.org.uk