Spring 2011
The cust carnival omer s are ba ck t Your in his year ! vitatio nt ev o your ent is in lo edition cluded with cal th of Hea rtbeat is .
IN THIS ISSUE: TAKING PART IN A CENSUS, WOULD YOU LIKE £50?, MAKING MOVING IN EASIER, HOW WE’RE DOING, YOU SAID... WE DID, YOUR LOCAL NEWS, PRIZE COMPETITION AND MUCH MORE... Cover picture: DIY success for Sparkbrook customers. See page 12
From the editors... Welcome to the Spring edition of Heartbeat At last the weather is improving and we can look forward to getting outside more and making the most of the warmer months. Although we all enjoy the summer, if you have teenagers then it is always a challenge finding them something worthwhile to do when the schools break up. This issue includes details a programme of activities that we are supporting - aimed at equipping them with new skills. See page 4 for more details. There is a selection of other articles which we hope you find interesting….such as a story on a new deal with a leading power supplier which will make it easier for new customers when they are moving in and a feature on our ‘Local Offers’ which tailor our services more closely to your needs. And then of course our regional pages include lots of newsy items about what customers have been up to…from making major feature films to crafting bird boxes you have been busy! We hope you enjoy reading this edition and wish you a happy Easter.
Lucy Lucy Taylor Heartbeat Editor
Katie Katie Underhill Heartbeat Editor
Midland Heart 20 Bath Row, Birmingham B15 1LZ tel 0345 60 20 540 magazine@midlandheart.org.uk 2
Bid to cut anti social problems In a bid to reduce neighbourhood problems, Midland Heart has introduced a different sort of tenancy agreement for new customers. The initiative has been introduced so that quicker action can be taken to deal with customers who don’t look after their home or cause anti social behaviour. The ‘starter’ tenancy agreement is signed for a 12 month probationary period by the new customer. If they live in their home in a responsible way, the agreement automatically changes to an assured tenancy – the same as existing customers. If Midland Heart has concerns about they way new customers are living in their home, the starter tenancy can be extended for six months or if there are serious problems they risk losing their home as legal action will be taken to evict them. Regional Manager Hyacinth Blackburn said: “This is good news for existing customers as it means that any new neighbours can be evicted quickly if they don’t stick to the terms of their tenancy as they have reduced legal rights.
“It is part of our firm approach of dealing with anti social behaviour to improve neighbourhoods.” Tenancies for existing customers remain the same.
Calling us? Just one number for you to remember
0345 60 20 540
Stand up and be counted All households in the UK will be taking part in a census this spring. The census is an official government survey, carried out every ten years, aimed at gathering important information about everyone living in this country. Questionnaires are sent to all households and it is vital that you complete it as the as the statistics are used to make decisions about local communities. “The census provides the government with crucial information about the population and its needs,” explained Gail Walters, Head of Community Engagement at Midland Heart. “This is your opportunity to make a difference to all our lives over the next decade. “Local areas receive funding from government based on the number of people living there – money that can be used for schools, hospitals, transport and refuse collection. “Everyday facilities like play parks, water pipes and even where your local supermarket branch is located are based on census statistics so we would urge everyone to take part.”
Why should this matter to you? It’s simple. If the census can’t see you, the organisations responsible for providing the services you need won’t be able to see you either. In discovering and understanding communities, the census could make a very real difference to people’s lives. The census needs to include everyone, everywhere – and that’s why everyone has to take part.
What will you need to do? Just answer a few questions about yourself and the people who share your household with you. Whatever you tell the census will be in strictest confidence and will only be used to produce statistics. A wide range of options are available to help people complete the questionnaires, such as language guidance booklets, large print format, online help and telephone call centres.
In addition census staff will be on hand to help, contact your local 2011 Census Area Manager on 0300 0201 101 or email f101@census.gov.uk.
It is a legal requirement to complete the questionnaire. Failure to do so can result in a £1,000 fine. Find out more at www.census.gov.uk 3
Would you like £50? Take the challenge
Mrs Smith got £50 from Midland Heart after she moved out! So did 14 other people, all they had to do was take part in the ‘Clean and Clear’ scheme and be able to tick the following boxes:
Are your chil dren 15-16 y ears old and look ing for some thing to do this su mmer? Midland Heart is supporting ‘The Challenge’ this year, a three-week programme which enables teenagers to gain skills that can’t be mastered at school - real world skills that employers and universities look for. It will also help them to understand the responsibilities of adulthood, bring them together with people of different social backgrounds and motivate them to get involved in their local communities. The challenge will give your children the chance to: l Develop their abilities l Form friendships l Improve their confidence levels l Get ahead l Have an experience they’ll never forget. If you know someone who would like to take part, visit www.the-challenge.org for more information or call 020 7921 4404 4
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Let us know you are leaving by giving four full weeks’ notice in writing
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Let us inspect your home so any small repairs can be done before you move out
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Let us show anyone around who might be interested in moving in next
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Make sure the property and garden is clear of all belongings and rubbish
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Hand in your keys to a Midland Heart office by 12 noon on the Monday after the tenancy ends (on Sunday)
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Leave the property in a good state of repair except for any repairs that have been caused by normal daily use
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Hand in a completed £50 application form when you return your keys to us.
If you are moving out and would like £50 too, contact Midland Heart on 0345 60 20 540 for more information about how to qualify.
Local offers developed for your area Over the last 12 months customers have been working with us to design and develop our local services. These services will be known as local offers and will be available to everyone living in the Birmingham, Coventry, Leicester, Stoke and Wolverhampton regions. Local offers represent a new way of tailoring the services provided by Midland Heart based on what customers want.
Homes for older people
available Did you know that Midland Heart has a huge range of homes designed for older people in Coventry, Warwickshire, Staffordshire, Stoke, Birmingham and Wolverhampton?
We have now completed our consultation and produced a leaflet which contains our agreed service promises. You can find a copy of the leaflet with this edition of Heartbeat. We will review the local offers again in 12 months time.
All homes all have a warden call system which is manned 24 hours a day 365 days a year, with support staff available funded by the Supporting People Programme.
Thank you to everyone who sent us images which represent your region. We received a number of entries and have used the images, where possible, in our service promises leaflet.
Midland Heart’s customer service centre deals with applications for these homes throughout the year as the waiting list never closes.
Congratulations to Vinod Karer (left) who was chosen at random to win an Ipod Nano.
We would like to take this opportunity to thank everyone who got involved in developing our service promises and local offers.
Potential customers are invited to the scheme to undertake a needs and risk assessment to ensure that the accommodation is suitable. If you are over 50 and interested in applying call 0345 60 20 540 or contact the Retirement Housing Team on 0845 850 1020 Ext 5878 for more information. 5
Making moving in easier… A new deal with a leading power supplier is making life easier for new customers when they move into their homes. Midland Heart has joined forces with gas and electricity supplier Scottish and Southern Energy for the scheme. It aims to help new customers who sometimes have problems getting gas and electric supplies working at a new property, especially if this involves arranging for debts left by previous occupiers to be cleared from pre-payment meters. Scottish and Southern Energy will usually resolve any supply difficulties whilst the property is empty, making it easier for the new customer. When they do move in and take over the supply, they can stay with Scottish and Southern or, if they choose, move to a different supplier after 28 days. There is no cost to you or Midland Heart for the new arrangement which started in February. “We chose Scottish and Southern because we compared their tariffs with other suppliers to make sure that they offered good value for money for our customers, in particular those who use pre-payment key or card meters who are sometimes charged more for their power because of increased administration costs of the suppliers,” said Juliet Howells of Midland Heart. The scheme has been trialled in the Wolverhampton area and has improved customer satisfaction and reduced the amount of time it takes to re-let empty properties. Customers were also consulted and felt that it would be a real improvement. 6
Fran Nadin of Scottish and Southern Energy said: "We are proud to be working in partnership with Midland Heart, an organisation with whom we share goals and values of improving lives and communities. Together we will aim to provide customers with a first class service, helping them get the best out of their energy supply in a sustainable and reliable way."
Bank holiday closing Our offices will be closed for the bank holidays on: Friday 22nd April 2011 Monday 25th April 2011 Friday 29th April 2011 Monday 2nd May 2011 Monday 30th May 2011 Tuesday 31st May 2011
If you have an emergency repair when our offices are closed please phone our customer service centre on 0345 60 20 540 where you will be able to access the out-of-hours repair service. 7
Service charge changes Service charges are increasingly important for customers as everyday living costs have increased and incomes have fallen - whether that is wages or benefits. Midland Heart’s costs have risen recently due to increases in VAT, the price of fuel and legal requirements around fire safety. Therefore most customers will have received a service charge increase at the same time as rent reviews on 4th April 2011.
The Neighbourhood and Communities Service Improvement Group – Join with other customers to look at how we deliver cleaning, gardening and grounds maintenance – visit other housing associations to compare experiences, work with us to decide how you want these services delivered to customers in the future.
“We realise that the rise is not welcomed and appreciate that service charges must be reasonable and represent value for money,” said Neil Whittenbury, Head of Housing.
The Finance Service Improvement Group – Join with other customers to look at all aspects of our service charges including what we charge for, levels of service and how we consult with customers on setting service charges.
“We look at costs over several months or years and consider whether they are likely to increase or decrease, then set a charge.”
If you’re interested in either of these groups please contact Shaun McCaulsky on 0345 60 20 540.
“For many customers the issue is not the cost but the quality of service provided by our contractors. “If people tell us about poor service then changes are made - if you feel your service charge is not reasonable or the quality of service is not up to standard, please contact your Neighbourhood Services Officer.
Neighbourhood Tenant Inspection programme. This exciting new programme is designed to train customers to become effective Tenant Inspectors who rate and assess how contractors are performing in maintaining the cleanliness and tidiness of estates. You can gain an accredited qualification funded by Midland Heart which may help you to improve your skills and further your career.
“We need to know what you want so that our expectations can match yours!” Neil added.
If you’re interested contact Gary Hebrard on 0345 60 20 540.
There are a number of ways that you can get involved and make a difference:
If you have the skills to be an inspector don’t let them go to waste! 7
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:
Dec 2010 36%
Jan 2011 60.9%
At the end of Decemberr 2010: 36% At the end of January 2011 60.9% Target: 60%
The average for other social housing providers is 63%
Repairs performance: Number of repairs completed during the first visit from our contractor (as reported by our contractors):
Customer Service Centre performance: The total number of calls we answered:
Dec 2010 77%
Jan 2011 83.4%
At the end of December 2010: 77% At the end of January 2011: 83.4% Target: 90%
Dec 2010 78%
Jan 2011 77.8%
At the end of December 2010: 78% At the end of January 2011: 77.8% Target: 80%
The average for other social housing providers is 80% The number of customers very or fairly satisfied with the repairs and maintenance service:
The total number of calls we answered within 20 seconds:
Dec 2010 34.9%
Jan 2011 39.4%
At the end of December 2010: 34.9% At the end of January 2011: 39.4% Target: 80%
Dec 2010 88.3%
Jan 2011 87.5%
At the end of December 2010: 88.3% At the end of January 2011: 87.5% Target: 90%
The average for other social housing providers is 85% 8
Customer Involvement performance:
You said...we did
Customers who are very or fairly satisfied with opportunities for participation:
Nov 2010 84.5%
Dec 2010 85.5%
At the end of December 2010: 85.7% At the end of January 2011: 85.5% Target: 85%
Customers who are very or fairly satisfied with being kept informed:
Dec 2010 81.5%
Jan 2011 81%
YOU SAID: You wanted more training as part of our customer involvement activities. WE DID: We now provide accredited training courses in a wide range of activities to help you get the skills you need.
YOU SAID: You wanted your annual rent increase letter to be clearer.
At the end of December 2010: 81.5% At the end of January 2011: 81% Target: 85%
WE DID: We added a leaflet into this year’s letter with extra information to make it easier to understand.
Overall satisfaction: Customers who are fairly or very satisfied with Midland Heart’s overall service:
Dec 2010 79.3%
Jan 2011 77.9%
At the end of December 2010: 79.3% At the end of January 2011: 77.9% Target: 85%
If you would like more information on how we are doing please contact us on 0345 60 20 540
YOU SAID: You wanted the customer information pack available in different formats. WE DID: We have produced a new DVD which means you can listen to the information in ten different languages. 9
Understanding succession When a customer passes away their tenancy can often be transferred to another member of their household. This is called succession and the laws surrounding it can be quite complicated. Dealing with this issue, along with the loss of someone close, can be difficult and if you have any questions relating to succession, your Neighbourhood Services Officer is on hand to help. To help clear up what rights you have, our expert Regional Housing Manager, Pete Sandilands, above, answers the common questions Midland Heart receives from customers:
Assured tenancies My father has passed away and he was the sole assured tenant with Midland Heart. I have lived with him for the last 10 years. Can I take over his tenancy? Unfortunately, as an assured tenant, only the husband or wife of the tenant can succeed to the tenancy so you will not be able to take over his tenancy.
Q A
If I can’t to take over the tenancy to the house that I have lived in for years, will I have to move out immediately? No. Midland Heart is keen to avoid making people homeless and also wants to support you through this difficult time. We will allow you to continue to live there for a short time providing you pay an amount equivalent to the rent. During this time, Midland Heart will help you find an alternative home and may offer you one of its properties suitable to your needs.
Q A
Secure tenancies My aunt was the sole secure tenant with Midland Heart and has now passed away. I have lived with her for the last 10 years. Can I take over the tenancy?
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Yes. Providing you can prove that you were living there for more than 12 months, such as producing a bank statement in your name sent to the address. Family members who can succeed are spouse or same sex partner, parent, grandparent, child/stepchild, brother/ sister, uncle/aunt and niece/nephew (whether by blood or marriage).
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My mother and father were secure tenants with Midland Heart. My father passed away 10 years ago and I have lived at the property with my mother since then. Now my mother has also passed on. Can I take over the tenancy? No, the tenancy can only be passed on once and this occurred when your father died. The original tenancy was a joint tenancy between your mother and father but when your father died the tenancy transferred to your mother in just her name.
Q A
My mother was a secure tenant with Midland Heart and my two brothers and I have lived with her all of our lives. We are all over 18 - which one of us gets the tenancy? You must decide between yourselves. If you are unable to agree who takes over the tenancy, then Midland Heart will decide based on who has the most housing need by assessment against our current allocations policy.
Q A
My sister, who was a secure tenant with Midland Heart, passed away and I have now taken legal guardianship of her six year old daughter. Can I take over her tenancy despite the fact that I did not live in their home? No, but your niece may be able to. As she is only six, she cannot be held responsible for the tenancy but as her legal guardian you can hold the tenancy in trust for her and then the tenancy will be passed to her on her 18th birthday.
Q A
BIRMINGHAM BIRMINGHAM BIRMINGHAM
Major operation to cut crime Inspector Paul Street with Marie Smith, Regional Manager, and Zaheida Vaid, Customer Involvement Officer
Police in Birmingham are working alongside Midland Heart on a new large-scale operation that aims to further reduce crime and anti social behaviour. Operation Intrusive sees additional police tactics being implemented around neighbourhoods affected by burglary and robbery. Officers are carrying out a wide range of initiatives including drug warrants, school visits and traffic operations. In Soho and Handsworth Wood they are working closely with Midland Heart to ensure that homes remain as secure as possible. There are increased patrols to deter criminals and a team of additional officers have been drafted in to manage previously convicted burglars and suspects to prevent future offending. Inspector Paul Street, who is overseeing the operation in Handsworth and Soho, said: “We are urging all Midland Heart customers to keep their homes as secure as possible as a burglar only needs a few seconds to get into an insecure property.
“Our officers are working around the clock to ensure that the Handsworth and Soho areas remain as safe as possible and we have already gained some successful arrests through Operation Intrusive.”
If you have any information that can help police in tackling crime, please call 0345 113 5000 and ask for your local neighbourhood policing team. Alternatively, you can call the independent charity Crimestoppers anonymously on 0800 555 111. Always dial 999 in case of an emergency. You can visit Birmingham West and Central Police online at www.birminghamwestandcentralpolice.org.uk; through facebook on www.facebook.com/ birminghamwestandcentralpolice or through Twitter on www.twitter.com/brumpolice
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BIRMINGHAM BIRMINGHAM BIRMINGHAM
DIY success Sparkbrook customers have been learning how to repair taps, fit skirting boards and change a fuse - thanks to a Midland Heart project.
The initiative is aimed at encouraging more people, especially women, to carry out DIY jobs in their home. An initial programme of workshops was run with contractors Morrison’s last year in the Small Heath area to help customers carry out basic repairs and it was so successful that it has now been extended. Regeneration Officer Ashok Patel explained: “We are now working with a organisation called Ashiana who support women in the Sparkbrook community. “We thought this would be a good project to run at their centre where they offer activities such as a lunch club, counselling, parent support, a nursery and a lot more, so more women could be encouraged to attend.” The first workshop was on ‘fitting and repairing door handles’ and further sessions covered fitting skirting boards and replacing sealants. Flyers were sent to all local customers to encourage them to join in. “By the end of this programme we hope to have got to know more people in the area and supported women in the Sparkbrook area,” Ashok added.
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Support is at hand
Midland Heart has a ‘floating support’ service which can:
Do you have difficulty managing your day-to-day life or are you having trouble settling into your new home?
The support is provided for a six month term to people aged over 25 but Midland Heart also offer a drop-in service, every Saturday between 10am and 1pm at the Birmingham Foyer in St Chad’s Circus.
l Support you to maintain your tenancy l Offer advice with claiming benefits l Help you access training and/or education or voluntary work l Help with budgeting and managing bills.
Call 0121 262 1795
BIRMINGHAM BIRMINGHAM BIRMINGHAM
Making an impact Thanks to excellent participation by different organisations, the first multi-agency ‘Impact Day’ in Soho achieved some impressive results. The event was about improving confidence and raising awareness of police and partnership activity. More than 40 police officers and 60 partner agency staff offered a high-visibility presence across the area on the day, which resulted in 11 untaxed vehicles being clamped and taken away and a suspect being arrested in relation to a burglary. West Midlands Fire Service provided fire safety advice to more than 100 local people and fully-supervised low level convicted offenders renovated fencing and the nearby police box.
Hello to Christopher Introducing Christopher Luke…Midland Heart’s new Neighbourhood Services Officer for the Handsworth area. Previously a member of the housing team at Moseley and District Housing Association, Christopher’s always worked in the city and knows the Handsworth area well. “My first priority is getting to know people in the area better and supporting customers to form a resident group in Tolgate Drive and King Edward’s Close,” he told Heartbeat. 13
BIRMINGHAM BIRMINGHAM BIRMINGHAM
Partnership’s new approach improves Smethwick L to R: Councillor Roger Horton, Councillor Mohammed Rouf, Councillor Darren Cooper, Lennox Thompson and Ajaz Riaz (Sandwell Homes), Sgt Adam Yeomans, Sgt Manjinder Bhatti, Balwant Singh (Midland Heart), Rohit Mistry (Sandwell Council) and Aynols Reid (local resident).
A new approach to tackling neighbourhood issues in one part of Smethwick has proved successful, with anti social behaviour and crime rates being cut. The operation group, involving Midland Heart, the local police, Sandwell Council, Sandwell Homes and ‘community champion’ residents, was set up to focus on the Soho and Victoria ward. Their work proved so effective that the same approach has been rolled out to cover the whole of Smethwick.
He explained: “In some cases we do a joint visit. I visit the tenant with one of the police officers and let them know that they could not get away with that type of behaviour.”
“It was realised that a different approach was needed in the Soho/Victoria ward, particularly the Windmill estate,” explained Midland Heart Neighbourhood Services Officer Balwant Singh.
Having closer relations with the police has also meant that if tenants report that they’ve suffered from domestic abuse or harassment, Balwant knows who to talk to quickly to get help.
“We worked with partners to pool our knowledge and resources, targeting the top 10 most challenging families who were causing greatest concern to local people.
The group has resolved cases involving drugs, anti social behaviour, crime and prostitution.
“Our aim was to co-ordinate our efforts to deliver real and meaningful improvements for the area.” Balwant says the group is a great way to share information as its meetings may be the first time he discovers the police or someone else has an issue with one of his customers. The matter can then be discussed and a decision taken on whether a joint meeting with the police is the best 14
action, or if other intervention is required by other support agencies.
Inspector Mand of the local police commented: “The group has been fantastically successful. We’ve developed stronger working relations with each other.” Margaret Tuite of Sandwell Council said: “The Operation Group identified quite early 10 of the worst families so, by working together, we were able to evict some of those people or take legal action against them. The majority of those families have now gone altogether. The massive problems we had in the beginning have now stopped.”
C OV E N T RY C OV E N T RY C OV E N T RY C OV E N T RY
Jobs help is at hand A service offering help and advice on jobs and training is available to Coventry people. Midland Heart joined forces with other housing organisations to provide Open Door, a one-stop-shop offering support to those in and out of work. It can help by providing a range of advisory services to access training or work opportunities in the West Midlands.
Open Door will work with you to: l Access skills training l Find the right job l Progress in your current job
Can Open Door help me? Yes it can! It does not matter if you are unemployed, already have a job or looking to return to work after having children. Help is also at hand if you are a single parent, carer, school-leaver, disabled or an ex-offender. Midland Heart’s Open Door co-ordinator Manjit Sehmar commented: “We are here to help. Whatever your current situation. If you live in the Coventry area and you are looking for work or training to further your career, get in touch. “We deliver a support service to build life skills, supporting your journey of personal development, training and work.”
l Gain new qualifications l Change your career completely l Find voluntary work.
Text or call 07990 640781 Email: manjit.sehmar@midlandheart.org.uk
Action taken to cut Coventry crime Midland Heart and West Midlands Police are working together to make communities safer. Recent statistics show that serious crime in Coventry, particularly home burglary, has increased by 15.47%, with most of the burglaries taking place in areas where there is a large number of social housing. As a result the ‘Domestic Burglary Initiative’ has been set up to ensure Midland Heart takes action against any of its customers involved in such crimes. Coventry Regional Manager Lesley Ann Edwards, left, explained: “This means that the police now forward relevant information to us
on offenders who live in our properties and who have been arrested for a burglary offence. Both Midland Heart and the local Police Inspector then write to the customer, advising them that if the person is convicted of the offence then they could ultimately lose their home.” The police closely monitor the situation and if the person is convicted they are visited by the police and Midland Heart, who make a decision on whether to start legal proceedings to evict them from the property. This initiative will ensure that tenants are held accountable for burglary offences that are carried out by people living in their household.
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C OV E N T RY C OV E N T RY C OV E N T RY C OV E N T RY
Housing surgeries launched Housing surgeries are now being held in Coventry to improve customer service and access to housing in the area. The events will now be held regularly on the first Tuesday of every month at Midland Heart’s Foleshill 396 information centre. The initiative was the idea of Allocations Manager Tracy Rattenbury and Project Manager Donna Jarrett and the surgery will be run in collaboration with the Midland Heart allocations team at Foleshill 396. It will enable customers to talk to the housing team and bid for Midland Heart properties, as well as letting prospective customers see what homes are available in the area. People will be able to make appointments to see an allocations officer during the surgeries from 1pm – 3pm.
Sophie Oliver-Beale (left) and Tracy Rattenbury, Allocations Lettings & Voids Manager (right).
“The aim is to get more Midland Heart customers using 396, which offers advice and guidance on jobs and training,” explained Donna Jarret.
Bird boxes created
“As we have a lot of homes in the Foleshill area we also want to work with our allocations team to find residents for these and it is hoped that the new surgeries will start to do this.”
The Growing Paradise project, which aims to get Coventry customers more interested in gardening and environmental matters, is progressing well.
As part of the service staff will: l Be able to issue Homefinder login details to applicants that cannot remember their login number
One of its latest events was a day which encouraged people to make bird boxes for their own gardens and for the local Stanton Bridge Primary School.
l Assist applicants with registering/bidding on Coventry Homefinder l Allow applicants to bring in ID/supporting documents to be scanned onto the Homefinder system. This will make it easier for people that find it difficult getting into Coventry Homefinder’s office, situated at Spire House in the city centre l Offering general housing advice.
The surgeries will be held at on the first Tuesday of the month from 1pm - 3pm at 396 Foleshill Road, Coventry, CV6 5AN. 16
With spring well on its way, we hope the local bird population will make good Jayne use of their new homes! Gr ant a nd
m brahi rah I a S d ail an a Ism Sabin
Craig Galvi n
C OV E N T RY C OV E N T RY C OV E N T RY C OV E N T RY
Why home contents insurance is vital Having your home burgled, flooded or damaged in a fire is one of the most stressful events you can experience. After the shock of dealing with such incidents, you then have to start replacing belongings which have been destroyed or damaged. The cost of doing this can jeopardise your ability to pay rent or bills or make credit card repayments. And some people may turn to unscrupulous lenders to help them meet those payments, leading to an almost impossible spiral of debt. Insurance is key to avoiding this and Midland Heart is taking action to encourage more customers to take out home contents insurance as unfortunately the people most likely to be uninsured are also those least likely to be able to recover financially when the unexpected happens.
Midland Heart chairs the new ‘Coventry Housing Sector Financial Inclusion Partnership’ which aims to help customers manage their money on a day to day basis, plan for the future, cope with financial pressure and deal with financial distress. It brings together organisations from across the housing and regeneration sector to share good practice, respond to consultation and identify funding opportunities to support projects. Midland Heart's Elaine Shirley said: “Our first initiative is to address the low uptake of home contents insurance, a common issue affecting housing association customers.”
My Home Contents insurance can cost as little as £1.25 per week, call 0845 337 2463 to find out more.
L E I C E S T E R S H I R E & WA R W I C K S H I R E
New scheme welcomed A new development of bungalows in a Warwickshire village has been welcomed.
Harjinder Gill, Neighbourhood Services Officer, explained that Patricia bid for this property via the choice-based lettings scheme, UChoose.
Midland Heart completed the housing scheme at Old Arley recently and Mrs Patricia Alton was one of the first people to move in. “I am delighted with my new bungalow. I was previously a tenant with North Warwickshire Council living in a three-bedroom house,” she said. “It was too big for me and due to health problems I needed a property on all one level. My family are really pleased too that I’ve moved within the same area so I can continue to receive support from them.”
Harjinder with Patricia Allton
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L E I C E S T E R S H I R E & WA R W I C K S H I R E
Improving life in Leicester city centre Life in one area of Leicester city centre has just got better thanks to the efforts of customers, Midland Heart staff and local police. The area surrounding the Beaumont House flats in Granby Street had recently experienced an increase in street drinkers who were being aggressive to residents. Working with Leicestershire police, Customer Involvement Officer Cameron Whyld (left) arranged a consultation event for local people and through attending partnership meetings at the local police headquarters successfully requested increased patrols of the area by officers and street wardens.
Incidents of anti social behaviour and street drinking activity in the area has since seen a marked decrease. Beaumont House resident and Neighbourhood Watch Co-ordinator Lee Pickering said: “People are often reluctant to contact the police as their perception is that nothing will be done. However, the key to making your area and your issues a priority is often persistence. The more incidents that are reported to the authorities often results in increased resources being targeted at the issue.”
Calling all Rugby customers How can Midland Heart help you to improve your community? Perhaps you’re interested in setting up a Neighbourhood Watch scheme or you’re a member of a residents group that needs more support?
Do you want the opportunity to speak to other customers in your area? Would you like to get involved in improving or examining Midland Heart’s services? A meeting for all customers in Rugby has been arranged and issues such as these will be discussed. The meeting will take place at The Benn Partnership Centre, Railway Terrace, Rugby CV21 3HR on Tuesday 12th April at 6pm. For further information, please contact Customer Involvement Officer Cameron Whyld on 0845 850 1020 extension 5662 or by text on 0779 851 8278 or email Cameron.whyld@midlandheart.org.uk.
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We look forwardreto seeing you the !
Atherstone customers get green fingers Atherstone customers have come together to enhance the appearance of their neighbourhood. Although grounds maintenance is carried out on the Cooks Close estate, customers have gone the extra mile, coming together to spruce up the communal car parking area and pathways, replacing some shrubs and planting flowers. In addition, Neighbourhood Services Officer Sarah Jones, managed to obtain funding for a secure waste bin area to prevent fly tipping. She applied for a grant from Midland Heart’s environmental improvement budget which was assessed and approved by customers.
STAFFORDSHIRE
STAFFORDSHIRE
Fangs are the looking good for Chris Film fans can now get their teeth into a new vampire drama, made by a Midland Heart customer, when it had its world premier in Stoke-on-Trent recently. Chris Stone is an award-winning film-maker who lives at the Queen Street live/work units in Burslem which were developed by Midland Heart to encourage artists and creative entrepreneurs. He has now written Blood and Bone China, a 12-part series set in the Potteries in Victorian times, which was premiered at the annual Festival of the Moving Image in the city.
“It was great filming in Stoke-on-Trent. We are screening the series on-line so that we can reach the whole world,� he said. The film, in which tough guy actor David Lemberg plays the villain Linus Hemlock, has also been featured on the front cover of a city-wide magazine. The Festival of the Moving Image has grown out of the Stoke Your Fires animation festival which another Queen Street customer Karen Sayle, left, helped to set up. The 12 units at the development opened three years ago and has become a vibrant hub for the creative industries, providing affordable homes for people who could not otherwise afford a combined living and working space.
You can view Blood and Bone China at www.bloodandbonechina.com the film ling, at e e n k , is Chr
premiere
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STAFFORDSHIRE
Royal wedding fever
STAFFORDSHIRE The Upper Sneyd Road and Kitchen Lane Residents Group will be hosting a tea party on Friday 29th April for residents living in the village. The group is made up of hard working volunteers who will be baking cakes and providing games and prizes for the children at the event. Denise James, Chairwoman, says: “We are really looking forward to hosting the party for such a special occasion. It will bring residents from Essington together to have a good time and celebrate the marriage of Prince William to Kate Middleton.”
Customers in Essington are getting ready to party – in celebration of the royal wedding.
The group has hosted a variety of successful events in the past, including a fun day to celebrate the Commonwealth Games held in England in 2008.
New group takes action A new residents group in a remote area of Staffordshire is already proving effective A customer survey has been carried out and the results will be presented to the current contractors at the next meeting. This project is a good example of meeting the criteria set out in the Big Society, by giving power to local customers to help shape the services they receive.
“we now feel we have more of an identity” Midland Heart customer involvement staff helped to create The Oaklands Resident Action group, based at Cold Meece near Stone. The first task of members is to work with staff to review and improve the grounds maintenance services at The Oaklands. “During the next few months customers will scrutinise all aspects of the service to see if it is fit for purpose for the scheme ,” said Midland Heart’s Gareth Hopkins. 20
Roy Bulger Chairperson of the group, says: “Customer involvement staff have helped us to come together to create the new group. We now feel we have more of an identity both within the community and when dealing with Midland Heart as we live within a remote area of Staffordshire.”
STAFFORDSHIRE
STAFFORDSHIRE
Say cheese! Customer Shelagh Moran is now a keen photographer - thanks to Midland Heart! Shelagh, of Langton Court, attended Midland Heart's 'Big Event' for customers held last year in Birmingham, and won a camera. Not only did she send us a lovely thank you letter but also the first picture she took of a lunch with her neighbours.'
They got together at a ‘plants and pots’ day to enhance the communal garden areas. Customers on the estate maintain their own gardens to a high standard but wanted some extra help in addition to the grounds maintenance service provided by Midland Heart in the communal areas.
Pictured: Gareth and Narinder with residents Christine Ashley and June Austine
Close will be looking colourful South View Close in Featherstone will be looking more colourful this spring thanks to the efforts of customers, staff and contractors.
“Although the residents realise they only receive a basic grounds maintenance service, they asked if they could help plant some bulbs to improve the area,” explained Gareth Hopkins, Staffordshire Customer Involvement Officer. He joined forces with Narinder Sungha, Neighbourhood Services Officer, and Neil Smith of Midland Heart contractor Pinnacle, to help customers clear the communal garden and plant some bulbs for the spring. 21 25
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
Dudley customers Good neighbour get recycling pact is Dudley customers helped to improve their neighbourhood by taking part in a recycling and clean up day on their estate.
working A Good Neighbour Agreement is proving effective at a new housing scheme in Stourbridge.
The agreement was implemented when apartments on the Parkfield Road development were completed last autumn. “We thought it could overcome anti social behaviour and general issues that had been found at other schemes,” explained David Williams, Neighbourhood Services Officer. The purpose of the event was to encourage people to come together and make their area tidier. A rubbish skip was provided and customers completed a litter pick on the estate and removed unwanted bulky waste from their properties. “Later that evening we attended a residents meeting where we discussed recycling. The main aim was to educate us on the importance of recycling and its impact on reducing domestic waste. It was very useful,” said Rod Phillips, resident of Duncan Edwards close. “We were given a brief talk and demonstration by a member of Dudley Metropolitan Borough Council’s waste minimisation team. Recycling boxes were also distributed to encourage us all to begin recycling.” The event helped people to effectively manage the ‘three-bag domestic waste limit’ which has been introduced across Dudley. Anikah Miller-Ryan, Customer Involvement Officer, commented: “The day was very successful and it was nice to see customers get involved regardless of the weather.” 22
To find out if the agreement was working staff interviewed customers and feedback was very positive. Laura Webb, pictured above with David Williams, commented: “I feel that getting everyone to sign the Good Neighbour Agreement has been very effective in preventing anti social behaviour. I think it is 100% better here than at my previous address where I felt very vulnerable. The fact that everyone has signed has led to much more of a community spirit and everyone gets on with one another. “People know what is expected of them and this has meant that residents have made amicable arrangements between themselves to resolve issues such as use of car parking spaces.” Laura added that she felt a lot safer in her current home due to the fact that customers were keeping to the terms of the agreement. She concluded: “My daughter and I are totally happy here and I cannot imagine leaving my home for many years.”
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
Team digs deep to transform eyesore Midland Heart has been working with The Community Payback Team to improve a site in Armstrong Drive which had become overgrown and was blighting the area. Residents had been discussing the land with Midland Heart for over five years, raising ideas about how re o Bef it could be enhanced. In response to residents’ recent complaints, a survey was completed for people to express how they felt about the site. Anikah Miller-Ryan, Customer Involvement Officer, and Joan Gooden, Regeneration Project Officer, then moved promptly to get this matter resolved.
The final result was excellent and customers were impressed with the effort put in by the team of young men from Community Payback, a scheme which gets projects carried out by offenders under probation supervision. The metre-high grass was cut down,over-hanging tree branches trimmed back and part of the grass was dug up so that wild flowers can be planted. Midland Heart and all the residents would like to thank everyone in the Community Payback Team who contributed.
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Call 0345 60 20 540 and ask to speak to a Money Advisor. 23
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