Summer 2011
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IN THIS ISSUE: PROTECTING THE VULNERABLE, CRACKING DOWN ON FRAUD, TELL US WHAT YOU THINK, HELP CHOOSE CONTRACTORS, HOW WE’RE DOING, YOU SAID... WE DID, YOUR LOCAL NEWS, PRIZE COMPETITION AND MUCH MORE... Cover picture: Lifestyle advice at Staffordshire Carnival. See page 23.
Fridge fire warning From the editor... Welcome to the summer edition of Heartbeat - we hope you are managing to get outside to enjoy the weather. We have another packed Heartbeat for you, with features on general issues such as customer satisfaction, mobility scooters, our new use of social media and even a summer recipe. And of course we have lots of local news from around your region - you can see how customers are getting involved in a wide variety of activities such as gardening groups, clean-up events and ‘The Big Lunch’ days. There are reports from all of the carnivals, including lots of great pictures showing how you took part in all the attractions on offer. And of course we have another great competition for you to take part in. I hope you enjoy reading it all and wish you a very happy summer!
Simi Simi Chopra Heartbeat Editor
Midland Heart 20 Bath Row, Birmingham B15 1LZ tel 0345 60 20 540 magazine@midlandheart.org.uk 2
Customers with fridges manufactured by Beko are being urged to find out whether they are safe There is a fire risk with around 500,000 Beko appliances. Some fridges and/or freezers have already caught fire and caused considerable damage and, unfortunately, loss of life. London Fire Brigade estimates that there have already been 20 fires in the city which can be attributed to the faulty appliances. The problem with the equipment occurs when water gets in to the defrost time switch, which can lead to an electrical malfunction resulting in plastic components and other highly flammable insulation inside the appliance catching fire. This is a serious issue which could have a disastrous impact on your home. Which? magazine has a page of useful information, which gives details of the type of appliances concerned. www.which.co.uk/home-and-garden/kitchen/guides/beko-fridgefreezer-fire-risk-qanda/
Or you can call Beko's helpline on 0800 009 4837 between 7am and 11pm, Monday to Friday.
Calling us? Just one number for you to remember
0345 60 20 540
Excellence standard is awarded Midland Heart has received an accolade for excellent customer service. After an assessment this spring, the organisation’s Customer and Communities Directorate, together with income management services were given The Customer Service Excellence (CSE) Standard for the next three years. The CSE award lies at the heart of a government strategy to provide ‘efficient, effective, excellent, equitable and empowering’ public services. The rigorous check of Midland Heart’s work, carried out by reviewers, looked at exactly who its customers were, what they needed, how they used services and how their needs were beingmet. Customer Service Excellence is primarily aimed at public bodies and helps them to provide truly customer-focused services.
The award was made on achievement of a set of goals which included setting standards and performing well, actively engaging with customers, partners and staff, being fair and accessible to everyone and promoting choice, continuously developing and improving, using resources effectively and imaginatively and contributing to improving opportunities and quality of life in local communities. The final report stated that Midland Heart was ‘providing excellent levels of customer service whilst working with and actively encouraging customers to participate in improvement and monitoring initiatives. It is clear that they hold their customers at the heart of the service delivery.’
Money worries? Don’t know where to turn for help? We can help you by: l Advising you on how to deal with financial problems l Helping you negotiate with the people you owe money to l Making sure you are receiving all the benefits you should l Offering ongoing help and support.
Call 0345 60 20 540 and ask to speak to a Money Advisor.
Your Money Advisors are: Sarah Golding (Birmingham), John Doyle (Wolverhampton and Staffordshire) John Jackson (Coventry, Leicester, Tamworth and South Midlands). 3
Protecting the vulnerable A new initiative to protect customers has been launched by Midland Heart. The campaign, called Every Contact Counts, has been created to ensure that all Midland Heart staff know how to respond when they feel that action needs to be taken to protect a customer. Many staff will receive in-depth training over the next 12 months to increase their knowledge of how to safeguard vulnerable people. Gail Walters, Head of Community Engagement, explained: “Midland Heart has over 33,000 customers and many of these people may be vulnerable through personal circumstances, age or disability. “This new approach will increase the knowledge and understanding about safeguarding across the organisation so that our staff are familiar with the signs of abuse, whether, physical, emotional, financial, or through neglect. 4
“Every member of staff has a moral duty to watch out for signs of abuse as they go about their day to day work. The new procedures and training programme will allow staff to take action, enabling them to work closely with specialist teams in local authorities and other agencies.”
Several high profile cases have highlighted the need for better protection. Khyra Ishaq (7), was mistreated by her mother and her partner at a house in Handsworth and weighed just 2st 9lb when found. The serious case review into her death found there were a catalogue of missed opportunities by professional agencies and that better assessments and more effective communication could have stopped her death in 2008.
Solid fuel warning Most people are aware of the potential problems of gas boilers. However, there is a bigger potential threat of poisoning from a faulty solid fuel appliance. Where does this risk come from? l Not having the chimney cleaned regularly – this means twice a year at least. l Not cleaning the throat plate of the appliance at least monthly. Midland Heart is keen to ensure that adequate maintenance is undertaken and that relevant information is provided to customers. Whilst we have no landlord responsibility to undertake chimney sweeping or cleaning of the throat plate it is our responsibility to ensure that it is being done. So, if you have a solid fuel heating system or know of any Midland Heart customer who has one please let them know or telephone the Gas Team for further advice.
Midland Heart gets social Do you Tweet? Or update your status? If so, you can now use your social networks to connect with us as we are on Facebook, YouTube and Twitter. We’ve also started some blogs. Social media has changed how people across the world communicate. By using the internet we can share ideas and learn from each other faster than ever and Midland Heart wants to make use of this to get more feedback from customers. We want you to speak to us online so you can use our Facebook page, Twitter feed and YouTube channel to: l keep up to date with what’s going on in your area l read our latest news l see pictures from events l watch helpful and interesting videos l get useful website links l give us feedback and l pay us a compliment. Our Facebook wall, Twitter and other social media are not the right places for us to deal with your complaint or report issues as you will need to tell us sensitive or confidential information that should not be published to the public. If you want to make a complaint you should do so through our usual ways, either by telephone, email or in writing. This is so we can log it in our system and make sure it is dealt with by the right staff member.
Online safety is really important so you should never write anything that you are not happy to share with everyone. There are lots of articles online about internet safety and each social network has a safety page. You can access the Facebook safety page by looking at: www.facebook.com/safety If you would like to follow, like or watch us, please go to: l Twitter: http://twitter.com/#!/midlandheart l Facebook: http://www.facebook.com/pages/ Midland-Heart/181143351915186 l YouTube: http://www.youtube.com/MidlandHeartLtd
We look forward to hearing from you!
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Providing vital training for customers A range of courses aimed at helping customers to get more involved in Midland Heart’s work and enhance their skills and knowledge about the housing sector have been run recently.
Around 50 customers have successfully completed training in tenant involvement, understanding social housing and estate inspection.
Susannah Leggatt added: “It was a well-rounded, positive course with good objectives, well run… happy atmosphere.”
Viviene Weir commented: “The course was excellent, it has given me more insight into social housing and how it works.”
Regional customer panels, service improvement groups and all local involvement activities like walkabouts and surgeries feed in to the committee, meaning everyone involved makes a contribution to how Midland Heart works.
Topics covered included how homes are allocated, how to inspect an estate, using social media for reporting findings, listening skills and chairing meetings.
The training was a key part of making sure customers have the skills and knowledge to understand what we do and can influence how we work in the future.
Tracey Leatherland said: “Everything was great, well organised and tutors were excellent.”
Overall confidence improved and participants enjoyed getting to know others and working in teams.
Mobility scooters handy hints. Lots of Midland Heart customers enjoy the freedom that the use of a mobility scooter brings. We want to ensure that mobility scooters are used and stored safely. Here are some ‘Do and Don’ts’ for the safe use and storage of your machine. l Don’t store your mobility scooter in a communal area (either indoors or outdoor) useless the area has been specially adapted or unless it is designated as a parking/storage facility and you have written permission from us to use the area to store your scooter.
l Do store your mobility scooter in your own property where possible. l Don’t charge your scooter in a communal area such as a corridor (unless the area has been specially adapted). All of our specially adapted charging areas have 30 minute fire protection which includes fire detection. l Do ‘PAT‘ (Portable Appliance Test) your mobility scooter – any mobility scooter that is charged in a specially-adapted storage area must pass a PAT every six months. l Do insure it – we will not allow the storage of any mobility scooter in any Midland Heart property unless it is insured properly. l Do get our written permission if you would like to alter your home to store your scooter. 7
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Cracking down on fraud Midland Heart is cracking down on housing fraud. There are several ways in which social housing fraud can be committed: l Sub-letting all or part of your home without Midland Heart’s permission l Giving your home to a friend or relatives without formal agreement from Midland Heart l Getting a Midland Heart home by giving false information. David Taylor, Head of Lettings and Tenancy Standards, told Heartbeat that it was really important that customers involved in social housing fraud were found out. “This is because they might be getting benefits or money they are not entitled to and there are not enough affordable homes for those people that need them - if someone has a home they are not entitled to it means someone who really needs it is missing out,” he explained Midland Heart is working with councils to share information about who lives in its properties. The council checks details against Housing Benefit and Council Tax records. Any Midland Heart customer found to be committing social housing fraud or benefit fraud could be taken to court leading to a fine or prison. A customer may also be evicted from their home if they are not living there and letting it to someone else or had not told the truth when applying for a home. So far this year six customers in Birmingham have been evicted or have court cases happening soon. David stressed: “If you are letting your home to anyone without permission you need to contact Midland Heart immediately so this can be resolved. In many cases it will be possible to sort things out without court action. If you think one of your neighbours is letting their home to someone who shouldn’t be living there call us on 0345 60 20 540.”
Help choose contractors Could you help to appoint one of Midland Heart’s most important contractors and influence the quality of service they provide?
A company which will carry out all ‘environmental services’ at housing schemes will be chosen early next year. The firm, or firms, who get the contract will be responsible for all cleaning, window cleaning and grounds maintenance. “This is an important decision and we want as many customers as possible to get involved in the process,” explained Neil Whittenbury, Head of Neighbourhoods (Midlands). “The last time the contracts were awarded was back in 2007 and since then many lessons have been learnt. Our working processes have changed and there has been extensive feedback from customers through 4,800 surveys, customer groups and customers inspecting work and holding contractors and Midland Heart to account,” he said. Midland Heart is setting up a customer group that will award the new contract. Customers will meet regularly over the coming months and all reasonable expenses will be covered. The group will help in a variety of ways, including designing the contract and its specification. Customers will be involved in the tender process by interviewing prospective companies, visiting sites and awarding the work. This is a vital piece of involvement for Midland Heart customers. Neil added: “We recognise that we have plenty of room for improvement in our environmental services. Many of you will have knowledge and skills that will drive these improvements.”
If you are interested in getting involved please contact Heather Glass on 0845 850 1020 Ext 5652. 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:
April 2011 60%
May 2011 37.9%
At the end of April 2011: 60% At the end of May 2011 37.9% Target: 60%
The average for other social housing providers is 63%
Repairs performance:
Customer Service Centre performance:
Number of repairs completed during the first visit from our contractor (as reported by our contractors):
The total percentage of calls we answered:
April 2011 94.9%
May 2011 93.41%
At the end of April 2011: 94.9% At the end of May 2011: 93.41% Target: 95%
April 2011 72.2%
May 2011 75.9%
At the end of April 2011: 72.2% At the end of May 2011: 75.9% Target: 90%
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 percentage of calls we answered within 20 seconds:
April 2011 70.66%
May 2011 63.64%
At the end of April 2011: 70.66% At the end of May 2011: 63.64% Target: 80%
April 2011 91.6%
May 2011 91.5%
At the end of April 2011: 91.6% At the end of May 2011: 91.5% Target: 88%
The average for other social housing providers is 85% 8
RECIPE Customer Involvement performance: Customers who are very or fairly satisfied with opportunities for participation:
April 2011 85.9%
May 2011 84.1%
At the end of April 2011: 85.9% At the end of May 2011: 84.1% Target: 87%
Customers who are very or fairly satisfied with being kept informed:
April 2011 82.9%
May 2011 80.3%
At the end of April 2011: 82.9% At the end of May 2011: 80.3% Target: 85%
Overall satisfaction: Customers who are fairly or very satisfied with Midland Heart’s overall service:
April 2011 83.2%
May 2011 78.8%
Chicken tikka kebabs
At the end of April 2011: 83.2% At the end of May 2011: 78.8% Target: 80%
What you need 4 boneless, skinless chicken breasts , cubed 150g pot low-fat yogurt 2 tbsp curry paste - strength to suit! 250g pack cherry tomatoes 4 chapatis, warmed to serve Serve with a cucumber salad ½ cucumber, sliced 1 red onion , sliced Handful chopped parsley leaves Juice 1 lemon Crispy lettuce leaves
How to make it Put eight wooden skewers in a bowl of water to soak. Mix the yogurt and curry paste together in a bowl, then add the chicken (if you have time, marinate for an hour or so). In a large bowl, toss together the cucumber, red onion, parsley and lemon juice. Chill until ready to serve. Shake off any excess marinade, then thread the chicken pieces and cherry tomatoes onto the pre-soaked skewers. Cook under a medium grill or barbeque for 15-20 minutes, turning from time to time, until cooked through and nicely browned.
If you would like more information on how we are doing please contact us on 0345 60 20 540
Stir the lettuce into the salad, then divide between four plates. Top each serving with two chicken tikka skewers and serve with the warm chapatis. 9
Tell us what you think! Midland Heart is continually looking to improve the services it provides to customers. So it has commissioned an independent company, called MEL Research, to conduct customer satisfaction interviews over the telephone. These are extremely short, lasting no more than five minutes, and aim to gather feedback based on your most recent experiences of Midland Heart’s services. Kevin Wedge of Midland Heart explained: “It may be that you have recently had a repair carried out at your property or you have recently received a grounds maintenance or window cleaning service from one of our contractors.” “We really need your views so that we can continually improve the services we provide to you, the customer. We would really appreciate it if you could complete a short telephone survey and be completely honest about the services you receive from Midland Heart. “If it isn’t convenient at that time then the MEL Interviewer will arrange another time that is better for you to call you back.” All responses to customer satisfaction surveys are confidential and will be used to provide Midland Heart with an overview of results. Customer feedback is analysed, reported and fed back to senior management each month in order for service improvements to be carried out. 10
A number of services have recently seen improvements as a direct result of feedback from customers, some of which are detailed below:
You said...we did YOU SAID: You want to get involved in shaping services. WE DID: We have training courses, customer panels, customer carnivals and much more, all designed to get you more involved. YOU SAID: You want customers on the Midland Heart Board WE DID: We now have two places on the Board for customers, so that your views are captured at the highest level. YOU SAID: You want new ways to get involved with us WE DID: You can now follow us on twitter, facebook, blogs and YouTube.
BIRMINGHAM BIRMINGHAM BIRMINGHAM
Party atmosphere at carnival The Birmingham Customer Carnival burst into life, with music, dancing and sunshine! There was a party atmosphere throughout the day, which featured interactive information stalls from other organisations, a steel band and customers even learning to Zumba – the latest dance craze. Children enjoyed the mega slide, coconut shy and face painting and even made their own carnival masks to add to the colour and excitement of the event. All in all it was a good day, with customers asking when the next one will be. Edmund Branch, a Midland Heart customer, came with his family to receive a Good Neighbour Award. “It was great to receive an award, it means a lot to me that my neighbours feel that I have helped them enough to put me forward.” Violet Williams, Customer Involvement Officer commented: “I was overwhelmed by the support from customers and staff in planning the carnival and the hard work was all worthwhile as it was a great day.”
Keeping Balsall Heath tidy During June staff from Midland Heart teamed up with the Balsall Heath Forum and two other social landlords to talk to parents and children outside schools in Balsall Heath about not dropping litter. The event also promoted the Solutions Centre, a one-stop-shop at Edward Road Police Station for local residents to discuss any issues with a wide range of partners.
The drop-in sessions take place every Wednesday from 3-5pm. 11
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Art and drama at Zambesi New customer Jason Ashington couldn’t believe his luck when he moved into Zambesi, a supported housing scheme for homeless people in Sparkbrook Jason (40), is a keen photographer and has gained certificates for his work and wanted to pursue his interest – which is exactly what he was able to do thanks to Midland Heart. Customers from Zambesi held an open day and art exhibition which toured the community in an attempt to break down negative stereotypes about homeless people. The display highlighted the talent of customers and featured information about homelessness so it also acted as an educational tool. Five workshops were held to produce the art and these helped to build better relationships between customers. These included drama sessions with customers Paul and Eugene Donovan. Portland Jones, scheme manager, said: “The event bought customers together so they met new people, had the chance to try a new skill and gain confidence in trying new things.” Jason, below, explained that he has been homeless on and off since he was very young, having left home at 15 to escape physical abuse. He wants a place of his own and would love to learn how to drive. Taking part in the art sessions was a first for him and he concluded: “It made me feel good about myself.”
Health and safety takes centre stage Children from Harvills Hawthorn Primary school with staff from Midland Heart and Mansell.
Primary school pupils from West Bromwich donned hard hats and protective clothing as part of a health and safety talk to educate them about the dangers of construction sites. Over 60 children from Harvills Primary School learnt about potential hazards, hidden dangers and the most common accidents at a talk given by Midland Heart contractors Mansell Construction. Midland Heart is developing a former industrial site in nearby Bagnall Street into 106 affordable homes. Project Manger Wendy Brown commented: “We have been working with the school children for the past six months on a variety of projects and with Bagnall Street being so close it was important for them to understand the dangers of entering any building site.” The housing scheme is being developed in partnership with Midland Heart, Sandwell Metropolitan Borough Council, the Homes and Communities Agency and Mansell. Once complete, it will provide a range of two-bedroom apartments and two, three and four bedroom houses.
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BIRMINGHAM BIRMINGHAM BIRMINGHAM
Take action over poor roads A Midland Heart Neighbourhood Housing Officer has a message for all customers. Ron Anderson recently took action to improve the state of a Handsworth road and was surprised and pleased at the results.
Crocodile Works preserved in time
“I could not believe how bad the condition of Church Hill Road was. It was covered in potholes and the whole top surface had disintegrated for around 30 metres. The speed bumps had become more like ramps and you could not travel over them at more than 10 miles an hour,” he said.
Local children have helped preserve the history of the Crocodile Works – a former factory site which Midland Heart is developing into a £25 million housing project.
Like most people Ron assumed that ‘other’ people must had reported the poor state of the road to the council. After all, the bad winter had left many streets in need of attention.
Pupils from Chilwell Croft Primary School in Newtown, Birmingham, were on hand to help bury a capsule full of local treasures in the project’s courtyard. Artefacts including an archaeological CD of the site, historical documents, press reports and photos from the naming ceremony, a school prospectus and pictures of the site, along with local newspapers, all took their place in history.
“However, I contacted the city council’s Highways Department and some time later I found that a large section of the road was undergoing major roadworks. Complete sections were re-done and this included three user-friendly speed bumps.”
Over 40 people gathered at the site to witness one of the finishing touches to the affordable housing scheme. Crocodile Works is Newtown’s flagship scheme, which is part of a masterplan to regenerate the area by creating affordable housing to support sustainable communities.
The moral of the story? Do not assume that others have reported work that is required in the local community. From poor road surfaces to damaged or faulty street lighting to graffiti on street walls, we all have a part to helping out the local community by reporting problems as soon as we see them. Contact the Highways Dept on 0121 303 6644 or go to the Birmingham City Council web site.
Charlotte Davis, Head Teacher at Chilwell Croft, said: “The children enjoyed taking part by exploring their local history and community. We hope our contributions will inspire future generations to find out more about their own heritage.” The former factory site has been transformed into 126 apartments and 42 townhouses and is available for rent, outright sale and ‘Rent to Homebuy’. 13
BIRMINGHAM BIRMINGHAM BIRMINGHAM
Making Handsworth greener
Handsworth customers took advantage of the summer weather to help make their neighbourhood greener. Residents of Centenary Drive and Maple Close joined forces with pupils from Wilkes Green Infant School to plant wild flower raised beds beside a near-by car park. The day was organised by Midland Heart and supported by environmental charity Groundwork West Midlands as part of its European Year of Volunteering project.
Local people had identified a need on their estate for more opportunities to get together socially to build good neighbourhoods and support each other. The school is really keen to continue to tend to and use the raised beds as part of their timetable and everyone is enthusiastic about working together for the benefit of the area.
Money worries? Don’t know where to turn for help? 14
Call 0345 60 20 540 and ask to speak to a Money Advisor.
BIRMINGHAM BIRMINGHAM BIRMINGHAM
DIY workshop puts new skills to the test
From left, Husneara Begum and Shamimara Begum
A group of women learning English in the Lozells area have swapped their pencils for paintbrushes recently. The group of 27 women took part in a painting and decorating class to experiment and learn different techniques, before putting their new talent to the test and transforming the classrooms and corridors at Lozells Methodist Church Centre. The event was hosted by Midland Heart in partnership with its maintenance contractor Morrison. It was one of a series of workshops the two companies have organised aimed at helping customers in Lozells. Jo Burrill, Regeneration Officer at Midland Heart, said: “We have designed a range of free DIY short-courses for residents to equip them with a step-by-step guide on how to approach an array of domestic challenges. “Each has been highly successful and brought together not only local residents, but organisations which are working together for the good of the area.
from left, Raj Rattu (Community Centre Manager), Darren Roberts (decorater), Jo Burrill (Regeneration Project Officer at Midland Heart), Gill King (Morrison), Daljit Dehele (ESOL tutor) and Carla Williams (Morrison).
Gill King of Morrison said: “The sessions were a fantastic success. By providing basic training on DIY we were able to help give participants the self confidence to try some decorating within their own homes.”
“We have been very impressed with the creativity and capability of the ladies who attended the sessions, which have seen parts of the church centre completely revitalised.”
Local charity Law, Leisure and Learning, which distributes unused materials from local traders and retailers to community projects, donated the paint for event .
Workshops have also been held on general maintenance, such as changing locks, repairing door handles and unblocking sinks.
The charity Birmingham Education and Ethnic Advisory Service (BEEAS) provide the group with English for speakers of other languages' classes. 15
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Gardening group’s bumper harvest This year the ‘Growing Paradise’ gardening group has seen a bumper harvest of crops. The group, which encourages local people in the Paradise area of Coventry to get involved in horticulture, has produced onions, radish, mouli (a type of white radish) coriander and garlic. There are plenty of vegetables still growing in the allotment which will be harvested later in the year. The Growing Paradise group have been together for two years and are based at the community allotment at St Barnabas Family Centre, Cromwell Street, Paradise. It is open to any resident in the area who would like to come along and help with planting, watering and harvesting or get some advice and support on growing vegetables in their own garden.
Craig Galvin at the Growing Paradise project
Boost for Foleshill women Local women in Foleshill got a spring in their step to celebrate International Women’s Month in March. The free event, held at Broad Street Community Meeting Hall, offered support and advice to women around healthy lifestyle and weight management issues. Those who attended were also treated to a beauty treatment and refreshments. “The wellbeing of our community is really important to us and having this type of event will massively raise the awareness and benefits of healthy living,” said Elaine Shirley, Midland Heart Regeneration Officer.
Big fun at ‘Big Lunch’! Over 60 local residents from the Paradise area attended ‘The Big Lunch’ held at St Barnabas Family Centre in June. The aim of event, which is part of a national initiative, was to get as many people as possible across the whole of the UK to have lunch with their neighbours in a simple act of community, friendship and fun. In this spirit, local residents enjoyed a range of free activities on offer, including giant tiddlywinks, giant snakes and ladders, sack racing, hula hoop, skittles, a quiz, cake decorating, planting, face painting and much more.
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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. Midland Heart staff and partners welcomed people as they filled the Broad Horizons venue. The atmosphere was fun, particular in the courtyard where a youth steel band created a summery feel whilst people had fun with circus skills workshops, balloon modelling and Spots v Stripes. One customer commented:
“There was nothing like this when we were young - nothing. It’s fantastic!” Face painting, nail art, eyebrow threading and mehndi art added appeal to the main room, whilst customers chatted to staff about services Gail Gavan, Customer Involvement Officer, said: “A lot of staff have worked really hard to ensure customers had a great day and could also talk to us about our services. It’s good to get their feedback in such an upbeat setting.”
A customer receiving her good neighbour award from Customer and Communities Director, Michelle Musgrave.
A presentation was made to the winner of the carnival prize draw, sponsored by CCSS. Stuart Hyde of Midland Heart congratulated Southam customer Elizabeth Taylor on winning the television. The competition was to guess the weight of four fire extinguishers (some used) and Elizabeth guessed the exact answer of 28.2KG. 17
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
Tony’s rough guide to life on our city’s streets In his small one-bedroom flat, Tony Evans is hard at work. Here – in a chaotic front room-cumkitchen-cum-newspaper office, looking out onto the Aylestone Road – Midland Heart customer Tony works on the latest edition of The Rough Sleeper.
“Well, I get my disability allowance,” he says. “And I get a pension credit. I don’t eat much. I haven’t had a drink for more than 20 years (he’s a recovering alcoholic). I don’t need much money to get by. I’d rather spend it on this.”
It is, as its title suggests, a newspaper for the city’s homeless fraternity – full of helpful advice and editorial pieces about homelessness. Tony started the Rough Sleeper last year. He writes it, designs it, edits it, prints it and distributes it.
Tony started his career as a journalist on the Leicester Mercury but ended up in the Army and on leaving the forces he became homeless himself, an existence he led for five years.
“I was out the other night and I counted 34 people sleeping rough,” he says. And they were just the ones he saw. “Nobody chooses to live like that,” he adds.
“I do this now because I saw what life was like when I was homeless. It is a view of life I hadn’t seen before. You don’t forget that.”
The 12-page Rough Sleeper is written on an old PC bought from Leicester market and printed on a suite of second-hand printers scattered like cushions around his haphazard flat. Every month he spends a small fortune on ink, cartridges and replacement machines. The Rough Sleeper is free. It’s not free to produce a print run of 350 copies, however.
This is his unspoken inspiration behind The Rough Sleeper.
Rossiter refurb complete
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There’s no cover price and next to no advertising. There are no profits, just endless hours sat crouched over his old computer in his crammed flat, smoking roll-ups, worrying about the avalanche of bills.
“I hate to hear people be dismissive about homeless people,” he says. “Go and speak to these people. Listen to them. Hear their stories. It’s not their lifestyle choice. No-one chooses to live like that.”
Due to the asbestos removal it was necessary to move all residents into alternative temporary accommodation whilst the work was carried out. Following residents meetings and consultations with the contractors, the customers were successfully moved to a near-by hotel for four weeks.
All customers at block of flats in Leicester have now moved back home after a major refurbishment project at their housing scheme.
Customer Mr Kennett said: "The whole process went smoothly and I'm really pleased with the new lift. There's more space, it's easier to use and it's a lot quicker."
The project combined asbestos removal around the lift shaft and a complete replacement of the current lift at Rossiter House, a four-storey development of 20 flats in the city centre.
The work ran to schedule and the new lift is now fully functional. Midland Heart would like to thank all its Rossiter House customers for their patience and understanding whilst the work was carried out.
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
Getting to know you An event which helped customers get to know Midland Heart better has been held in Camp Hill, Nuneaton.
Ball game guidelines Over the summer many customers have been making most of the weather by getting outdoors. More children are also playing outside after school and during the weekend. At times this leads to increased calls to Midland Heart in relation to issues with ball games being played too close to properties, including concerns that balls are hitting cars parked in the street and windows. Neighbourhood Services Officer Anna Griffiths has noted a marked increased in calls to her in relation to ball games and has issued customers with the following guidelines: l Any ball games that are played outside should be restricted to a specific area and kept ‘low key’ ensuring that vehicles and property are not hit and balls do not go into other residents gardens l Where possible playing with hard rubber balls (rather than soft balls) should be avoided as this is more likely to cause damage to properties and cars l The car parking areas must not be used for playing or any kind or congregating l The gates to parking areas, alleyways and properties should not be climbed or swung upon l Ball games must not be played against the side of any properties l If any child is felt to be causing a nuisance by playing ball games, or playing in the parking areas, then the parent should be approached, not the child. Midland Heart recognises that it is often very difficult to achieve a balance between the needs, concerns and desires of all customers. These guidelines promote the importance of mutual respect and understanding with the aim of building a more sustainable community.
The day, hosted at the Camp Hill Education, Sport and Social centre, was held as the latest of five phases of regeneration in the area reached completion.
Before
After
Much-needed new rented family homes, bungalows and shared ownership properties have been created. “The regeneration project was long-awaited and has breathed new life into Camp Hill, bringing relief to many people whose homes were inadequate due to their age and disrepair,” Anita Kapadia and Sarah Jones said Sarah Jones, Neighbourhood Services Officer. The event was held to give all local residents an opportunity to meet their landlord and other organisations who provide community services. Sarah added: “The event enabled us to promote our services in this community, in particular the Open Door project which helps to tackle worklessness, to customers in the area.” Other providers who attended included Community Chest, Camphill Early Years, Warwickshire Youth & Community Service, Nuneaton Opportunities Centre, Nuneaton Council/Uchoose and other social landlords Orbit Heart of England and Bromford. 19
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
The fun of the fair It was all the fun of the fair when the Customer Carnival arrived at Leicester’s Y Theatre this July. Customers entered via a hall of mirrors to the sound of fairground organ music and were greeted by a variety of circus sideshows – a coconut shy, hook-a-duck, hoopla and a high striker. A magician moved through the crowd throughout the day entertaining people while they munched popcorn and candyfloss. Customers travelled from across the region to get involved, including Dean Edge (17), from Nuneaton, who received an award for being a good neighbour in his community. The day was bought to a close with escapology and circus stunts performed on stage by the 21st Century Sideshow.
It was a really fun day for both customers and Midland Heart staff. Roll on next year!
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STAFFORDSHIRE
STAFFORDSHIRE
BizFizz proves that it is ‘the business’ A scheme which set out to help fledgling businesses in Stoke-on-Trent has come to a successful conclusion. The Burslem and Middleport BizFizz project ran for over four years and was the first one of its kind in the West Midlands. Midland Heart was the host organisation for the BizFizz project which provided business coaching by Carolyn Powell and resulted in the start-up of 98 new local companies. Carolyn, left, was even nominated for a Queen’s Award for Enterprise Promotion earlier this year.
was about paying tax or finding studio space - we knew we could always phone her when we were not sure about something.” Julie says that although Artwaves still has some progress to make it is going from strength to strength and Carolyn is still available to help even though the BizFizz project has finished.
BigRed Studio animation/Rob Pointon
“We aimed to help people living in a regeneration area to remove barriers to setting up a new enterprise and to develop new skills,” explained Carolyn, who was available to offer huge range of support, coaching and guidance on issues such as marketing, start-up issues, networking, and business development. “BizFizz was a very worthwhile scheme and it has been so satisfying to see local residents establish businesses and watch as they have developed and evolved, giving a boost to the economy in the region.” Some of the enterprises the project helped to establish were:
BizFizz supported Karen Sayle and Rob Pointon, above, from their very early days when Karen was mostly doing event photography but really wanting to develop her future as an animator. Her partner Rob Pointon was also given support from when he wasn’t sure if he could earn his living as an artist. They are now both independently and together producing work of national acclaim.
Artwaves Job Well Done BizFizz helped Artwaves from their beginning as two Staffordshire University fine art graduates who wanted to set up a co-operative for artists, providing workspace, gallery and events. They needed help and support through all the start-up process. BizFizz was with them through their entire journey. They are now a Community Interest Company and looking to develop further. (www.artwaves.org.uk) Founder Julie Gould commented: “Carolyn was there right from the start to help us. She was always on hand providing practical support and guidance – whether it
John Dunn was helped by BizFizz to set up his commercial cleaning business. After many years of ill health this was quite an undertaking for him but John is now employing someone to assist him. John commented: “BizFizz was very beneficial to me. When you are starting a business there are so many processes and systems you have to go through. “It was very helpful that Carolyn was on hand to answer any questions right from the start.” 21
STAFFORDSHIRE
STAFFORDSHIRE
New home gives Anthony his life back A new Middleport housing scheme, built to accommodate elderly and disabled customers, has been hailed as ‘a Godsend’. A total of six bungalows and three family homes have been constructed on a derelict plot of land in Sant Street. Midland Heart worked with Stoke-on-Trent City Council and the Homes and Communities Agency to complete the £1.5 million development which was completed recently.
Abelia site is transformed
Father-of-two Anthony Grosvenor, aged 56, lives in one of the three-bedroom bungalows. He said: "My new home has changed my life. I feel like I've won the lottery. I used to live in a terrace in Penkhull but, after an accident eight years ago, my mobility has been decreasing. I have arthritis in my legs and I need a stick to walk. In my old house I felt trapped because I couldn't get up the stairs. My legs can give way at any moment so I'm prone to falling. After a fall down the stairs I had a bad injury so I had to sleep downstairs.
The Abelia Residents Action Group decided to do something to improve it and successfully obtained funds through Midland Heart’s Environmental Fund for the work.
“It's hard to find a bungalow large enough for a family, but this one has three bedrooms so both my boys have their own rooms. I hadn't slept in my own bed for two years but this new house has given me my life back." The new homes have been built to include a rainwater recycling system, extra insulation and a heat recovery system, making them energy efficient and affordable to heat. They are part of a large-scale regeneration scheme in Middleport.
A disused piece of land on the Abelia estate in Tamworth has been transformed from an eyesore into a little oasis!
Group members drew up a plan with other customers and started to transform the land into an area were people of all ages can relax, grow vegetables and plants, hold community meetings, listen to talks and demonstrations from horticulture groups and generally just socialise. Frances Fellows from the Abelia group said: "The wildlife garden will provide a place of relaxation and education for all ages. Community groups can hold talks here and neighbours can meet up informally or at more formal events. It is going to be a great project." The group are now working to raise money for a small water feature, bench and a bird table.
Brightening up the neighbourhood Events held this spring helped to brighten up communities in two different ways. The ‘plants and pots’ days at Doxey in Stafford and Burslem in Stoke on Trent invited customers to come along and make a hanging basket in return for a bag of garden rubbish collected by them with the help of staff.
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The events were aimed at promoting tidy gardens and encouraging customers to take responsibility for keeping their front garden areas tidy and improve the look of the neighbourhood. Midland Heart contractors Mears put up the hanging baskets which will be judged later on in the year and prizes will be given out for the best floral displays.
STAFFORDSHIRE
STAFFORDSHIRE
Rain does not stop play Over 200 people braved the rain to attend the Staffordshire Carnival, held at the Tamworth Community Fire Station. Customers were entertained by a magician, circus skills workshop, caricaturist, fire service demonstration, street dance crew and carnival stalls. There were also exhibits by customer groups from across Staffordshire who had the opportunity to promote their good work in the community and raise essential funds towards local projects. Ramona Rogers from The Oaklands, in Hixon, Stafford, travelled to the carnival and was really impressed by the event, the activities and the stalls.
“It was a great opportunity to meet staff from different departments of Midland Heart,� she said. 23 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
Customers say cheers to royal couple Customers at one Stourbridge estate celebrated the royal wedding in style The residents committee at Smallshire Way organised a party to mark the marriage of Prince William to Kate Middleton in April. They were very committed to getting the atmosphere right for the day and did this by ensuring neighbours were involved from start to finish. The children living on the estate entertained people with singing, dance and a nail art stall. Everyone living within the area made a tremendous effort to make the day a success.
“It was a pleasure to see people of all ages celebrating the royal wedding” “It was a pleasure to see people of all ages celebrating the royal wedding and really enjoying the day to the fullest,” said Anikah Miller-Ryan Customer Involvement officer 24
Michelle joins team Michelle Taylor has joined the Wolverhampton team as a new Neighbourhood Services Officer. She replaces Dave Williams, who retired this summer, covering the patches of Dudley, Stourbridge and Halesowen.
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. The atmosphere was full of fun, with lots of fantastic amusements and games for all the family to enjoy. Excellent entertainment was provided by the Dreemz Choir, Shikidim Belly Dancers, Back 2 Back dance group and the Shine Costume and Art carnival parade, giving customers a chance to take part in a range of activities such as dancing and drumming. Anikah Miller-Ryan, Wolverhampton Customer Involvement Officer, said “It was nice to see members of the wider community enjoy the carnival - overall it was a memorable day and I would like to say a big thank you to all customers, staff and partners who supported it and helped to make it such a success.”
“It was an absolutely brilliant day” Sheila Bradley from Smallshire Way said: “It was an absolutely brilliant day providing a range of information. The carnival provided activities for all ages both young to old. 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
Smart way Flower power to cut crime Customers young and old dug in to help create some colourful flowerbeds at Armstrong Drive, Wolverhampton.
The residents worked with Midland Heart and environmental charity Groundwork Black Country to make a big improvement to the area. By utilising residents time and Groundwork resources to build the Big Society, using social interaction to tackle this environmental issue in Armstrong Drive.
An ingenious invention which helps to cut crime has been introduced to Midland Heart customers.
Anikah Miller-Ryan Customer Involvement Officer commented: “We decided to make six large raised flower beds with the help of local residents and children. It was a fun day of planting where people of all ages learnt something new about gardening.
Brownhills Neighbourhood Policing Team and Midland Heart, who are working together to reduce theft and burglary in the region, organised an event to show local people how ‘Smartwater’ works. This colourless liquid solution, used all over the world, is applied onto personal valuables and can be used to code a variety of different items such as jewellery, ornaments, electrical items and motor vehicles. Amelia Forrester, Chloe Smith, Amy Gregory.
Each bottle contains a unique chemical ‘code’ which can be registered, proving that you are the owner of a particular item. It cannot be easily seen by the naked eye and is almost impossible to remove but properties which use it can display a warning sign to deter criminals.
“Residents who volunteered to help with this project on the day were a great help and an added to making the day a success commented Amit Dattani from Ground work.
The Smartwater liquid glows under ultraviolet light, making it easy to detect, and the police use it in undercover operations to catch and convict criminals.
Jane Mitchell a Midland Heart customer commented “that after months of talking to Midland Heart about this land. It’s great to see these improvements taking place at long last and its down to both Anikah and Joan Gooden listening to us”
Customers who attended the event brought both valuable and sentimental items along to be marked with Smartwater. 26
The time spent carrying out the improvements Groundwork will count towards the European Year of Volunteering which Groundwork is supporting
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
Low Hill lunchbunch Wolverhampton customers came together to enjoy a Big Lunch in June at the Youth Resource Centre in Low Hill. The event was part of the national scheme organised by the Eden Project – the renowned environmental project in Cornwall. “It was a very simple idea which aimed to get as many people as possible to have lunch with their neighbours in a simple act of community, friendship and fun. Our event in Low Hill did just that!” commented Joan Gooden Regeneration Projects Officer for Wolverhampton. Students from the local Moreton High School, who were involved in the national ‘Lets Get Cooking’ programme, decided to combine this initiative with the Big Lunch concept. The pupils cooked up a storm, preparing healthy dishes such a chicken, leek and mushroom bake with green salad and jacket potatoes - all consumed by 30 older residents living in Low Hill who supported the event on the day. Midland Heart customer Lynne Owen said: “The children are very good cooks and they made us older residents feel very welcome. The food and company made the Big Lunch a successful event for me.” There are ideas to organise another event later on in the year.
Ask you housing provider for an information pack ot telephone 0845 337 2463 27
COMPETITION
Spot the Difference
Can you spot 12 differences between these cartoons? Circle the differences on the right hand cartoon, fill in your details and send to the address below.
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Send your entries to: Communications Team, Midland Heart, 20 Bath Row, Birmingham, B15 1LZ by September 23rd 2011. The competition winner from the last Heartbeat is Mrs Sophia Appiah-Amoatim Wolverhampton
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