Spring 2012
IN THIS ISSUE: FAREWELL TO TOM, NEW CODE OF CONDUCT, GAS SAFETY, LOCAL NEWS, PRIZE COMPETITION AND MUCH MORE... Christopher Hay and Victoria Delany, some of the creative business people who have recently moved into Midland Heart's Spectacle Works development. See page 23.
From the editor... 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 Easter holidays, if you have young children then it is always a challenge finding them something worthwhile to do when the schools break up. This issue includes details about a few fun gardening activities - and there is a very seasonal recipe, featuring chocolate of course! There is a selection of other articles which we hope you find interesting… such as a profile of our new Chief Executive, a story on money management and important information about our new code of conduct. And then of course we also include lots of newsy items about what customers have been up to…from making dresses from sweet wrappers to taking part in DIY workshops - you have been busy! We hope you enjoy reading this edition and wish you a happy Easter.
Simi Simi Chopra Heartbeat Editor
Midland Heart 20 Bath Row, Birmingham B15 1LZ tel 0345 60 20 540 magazine@midlandheart.org.uk 2
Ruth is new chief at Midland Heart Midland Heart has announced Ruth Cooke as their new Chief Executive Officer. At 36 years of age, Ruth is set to be one of the youngest bosses in the housing and care sector in the country. She succeeds Tom Murtha who will stand down this summer after an outstanding career within the housing industry, spanning over 36 years. Talking of her priorities, Ruth said: “I am keen to deliver truly excellent services and to make Midland Heart the top choice for customers and as an employer. “I am delighted and honoured to be appointed as the next Chief Executive Officer. Under Tom’s leadership the organisation has grown in strength and national recognition which has given us a great foundation for our future agenda across all aspects of our business. “I know there are challenging times ahead but I feel confident that we are placed to face those and will continue to support all our customers in the months and years ahead.” Since joining Midland Heart three years ago as Finance Director, Ruth has played a pivotal role in the development of the organisation. Her previous jobs include Chief Financial Officer at Anchor Trust, the largest not-for-profit provider for housing and care for older people and a management post at professional services firm PricewaterhouseCoopers, specialising in housing consultancy. Midland Heart Chairman Lord Bill Morris said: “I am looking forward to working with Ruth and to seeing her lead Midland Heart and wish her every success in her new role. I know that she shares our ambition for excellence and has a passion to help transform the lives of our customers. “Ruth’s experience across the housing and care sectors will be an invaluable asset to us and I am confident that she will continue to drive Midland Heart’s values and ambitions for many years ahead.”
From left to right Sajad Hussain, Evadne Poole (kneeling) John Samuels, James Wright, Muhammed Khan (kneeling) and Gary Partridge
Service is improving neighbourhoods An innovative service which aims to cut down on anti social behaviour in neighbourhoods has been launched in response to customer comments and is proving to be effective. You said: l Feeling safe and tackling crime and anti social behaviour was really important to you l You wanted someone out and about around schemes to be a visible deterrent to criminals and anti social behaviour (ASB) when our offices are closed.
What do the caretakers do? l Patrol schemes making sure all callers are either residents, authorised visitors or have legitimate reasons to be on the site l Inspect security doors, fire safety equipment, communal lighting and other equipment and report failures to the Housing Officer l Report graffiti, vandalism and anti social behaviour to the Neighbourhood Housing Officer or other relevant agency for them to investigate and resolve.
Successes so far‌
We did:
Since the service started almost 12 months ago, the caretakers have had many successes including:
We introduced a mobile caretaker service in:
l Moving on sex industry workers from a scheme and telling them not to come back
l Birmingham l Sandwell l Solihull
l Coventry l Walsall l Wolverhampton l Dudley.
The scheme, operated by security firm Mitie, involves three vehicles with two members of staff in each. These caretakers visit schemes and local neighbourhoods for 10 hours a day, seven days a week. We also have an out of hours emergency call-out service. The caretakers help gather evidence of anti social behaviour which helps us to convict perpetrators and support victims.
l Preventing a group of young people setting fire to a hedge on a scheme and throwing aerosol cans in it l Meeting a number of customers in neighbourhoods to discuss ASB issues l Moving on youths who were playing football and damaging communal areas l working with the police to provide evidence against a drug dealer that resulted in a warrant being executed l Visiting and witnessing noise nuisance reported by a customer l Visiting customers out of working hours who were suffering harassment and ASB. 3
Farewell to Tom A personal tribute to Midland Heart’s retiring boss Tom Murtha by Leicester customer Denis Murnaghan.
involvement in the student union, where he was chair, he couldn’t get a job so he started his gradual rise up the social housing ladder. As well as his work Tom has been involved in various causes dear to his heart and was on a panel which produced the first guidance on race and housing.
“Customers often think that the senior management of their organisation are somehow different than we mere mortals who live in the houses. I thought it might be good to use this opportunity to say a little bit about why senior management in general, and Tom in particular, get involved in social housing. I am not going to give you Tom’s entire life history but I believe his reasons stemmed from his life experiences. Tom was brought up in Leicester and it was here where he personally encountered homelessness, which had a big an impact on him and led him on the path we see today - working in a field he is truly passionate about. One of the things that Tom believes is vital to helping social housing clients is having the right people in the right job: The team can be more than the sum of its parts through careful organisation. Tom had been interested in teaching and got a post graduate certificate in education but, due to his 4
Tom is married and has a son and this perhaps is one of the reasons behind him retiring at a very hale and hearty age of 60, so that he can spend more time on the things he perhaps missed out on due to his commitment to work. So there we have it, a homeless 13 year old from Leicester eventually becomes the Chief Executive Officer of a social housing group with housing assets of more than 1.1 billion pounds.
Introducing Engage At Midland Heart, we believe that by working together with our customers, we can achieve a better service in all areas of our organisation.
On a personal level, through my past involvement on various residents groups, I have always found him willing to listen to customers or staff, even if I pinched his office! On a day where I was waiting between meetings I looked around to see where I could get out of people’s way and read my paper. Being new to Midland Heart I found what seemed to be a perfect spot, only to find out that it was Tom’s P.A.’S office. When he came in rather than being displeased he told me not to worry and chatted with me about my neighbour who he had quite possibly housed when he started out working in Leicester. Good luck for your future Tom - and for those young people who read this perhaps it shows that what you achieve in life is down to how passionate you are about your aims.” I also think it worth passing on the views of a board member who has known Tom for much longer than I have. Graham Winfield currently sits on our Customer and Communities Committee and was one of the founders of Midland Area Housing Association, where Tom was previously Chief Executive.
In April, we’ll be launching our Engage programme of customer involvement. This new recognisable programme joins together all customer involvement activities to make it easier for you to get involved with us in a variety of different ways, whether you have a lot, or a little time. Mary Jane Gunn, Customer Involvement Manager, left, said: “We are very keen to ensure that even more of our customers feel involved and know that they can make a difference to the way we work. “Whether it’s the Heartbeat editorial group, mystery shopping or a local residents group, every time you see the Engage icon you will know that it’s an opportunity for you to influence the decisions made.” If you would like to see the full range of Engage opportunities visit our website or call the Customer Involvement team on 0845 850 1020 Ext 6135. If you’re full of ideas on service improvement, we’d love to hear from you.
He describes Tom as being “competent and compassionate” about helping those people less well off in society, which is something I think most people who come into contact with Tom soon realise.
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Midland Heart: your one stop job shop!
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At Midland Heart our team of specialists are here to help you find full, part time or temporary employment, as well as training courses to enhance your skills and real work experience. We have a number of services on offer including:
Pathways manage a temporary staff bank for Midland Heart and are always looking for enthusiastic people who are interested in working within the following areas:
Homelessness Learning disabilities Mental health Youth services Multiple needs Older people’s services The advantage of working through Pathways is that you will be able to work flexible hours, receive competitive rates of pay and there is the potential for temporary assignments/shifts to become permanent employment. Midland Heart operates all over the Midlands. To find out about the roles available in your area or for further details please call the Pathways Recruitment Team:
0121 666 5356/5363 0121 654 6694/6695 email: pathways.recruitment@midlandheart.org.uk 6
The jobs cover many areas including kitchen and bathroom fitting, painting and decorating, electrical, plumbing and carpentry work, cleaning and warehouse management. To find out about current opportunities please visit our jobs and careers webpage www.midlandheart.org.uk/jobs-and-careers or contact one of our advisors.
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If the answer is YES, Pathways could help!
We've teamed up with contractors Glendon Property Services and Thomas Vale Construction to provide a range of newly created jobs across the Midlands as part of our on-going property improvement programme, which will run until 2014.
VOLUNTEERING
Volunteering is a great way to gain real work experience. We have training vacancies in a number of locations in care and support, administration, our cupcake bakery and more. Volunteer Co-ordinator Chrissie Morris can help find the right opportunity for you.
For enquiries about volunteering call Chrissie Morris on 024 7668 0110.
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ARE YOU INTERESTED IN WORKING IN A CARE AND SUPPORT ENVIRONMENT?
SUPPLIER JOB OPPORTUNITIES
ADVICE
Our one-stop-shop in Coventry - Foleshill 396 - can help you develop or improve your CV, brush up on interview skills and increase your confidence through a range of programmes.
For enquiries about the one-stop-shop call Donna Jarrett 024 7670 8502.
l Don’t borrow money to pay off debts without thinking carefully – get advice first. Some loans are not as attractive as they first appear on daytime TV and you may end up paying more in the long run. l Always try to pay more than the minimum payment on store and credit cards – less interest will be charged and the debt will be paid off quicker. If you are having problems paying your debts, don’t ignore the situation – it won’t go away and the longer you leave it, the worse it will get.
We would advise that you –
Still got that new year hangover? Are you still feeling the effects of an expensive Christmas? If so our Money Advice team has some tips which should help to keep pain to a minimum. l Try to clear the most expensive debts first – some store cards, for instance, charge much higher rates of interest than most credit cards and these should be paid off as quickly as possible. l Consider taking advantage of 0% balance transfer offers to move the money you owe away from expensive credit or store cards – but be careful there are no hidden charges or penalties for doing so. l Work out a personal budget, making sure you pay your priority debts first – for example, housekeeping, rent, council tax, fuel bills and any other debts which may have serious consequences if they are not paid, fines for example.
l Get in touch with the people you owe money to and explain your difficulties. Visit them, or phone or write to them. l Don’t make arrangements with some creditors and not others – robbing Peter to pay Paul rarely works for long. l Even if creditors are difficult, don’t give up trying to come to an agreement. If the first person you speak to is unhelpful, ask to speak to someone more senior who may be able to agree with your proposals. l Check you are claiming your full entitlement of Welfare Benefits and Tax Credits. If you are in difficulty, don’t forget that our experienced Money Advisors are there to help.
Call 0345 60 20 540 and ask to speak to a Money Advisor Good link: www.bbc.co.uk/news/business-16345896
Your Money Advisors are: Sarah Golding (Birmingham), John Doyle (Wolverhampton and Staffordshire) and John Jackson (Coventry, Leicester, Tamworth and South Midlands). 7
Royal treat for trainees Young trainees had a special treat when a royal visitor dropped into Midland Heart’s Birmingham head office recently. HRH Princess Anne was invited to Bath Row to find out more about the ‘Back on Track’ apprenticeship scheme. The Princess Royal chatted with the trainees on the Midland Heart project, which offers opportunities for young people normally excluded from apprenticeships because of issues such as a history of offending, anti-social behaviour or poor educational attainment.
Another of the young trainees, Abdul Kharoti, added: “It was a real treat!” Midland Heart has invested £500,000 into the scheme, which was set up following consultation with local communities to look at what could be done to support people after the disturbances that shocked the UK last August. It found a number of key themes that linked the incidents - few training opportunities, poor educational outcomes, lack of family support and alienation. The initiative is being operated with support from Birmingham’s community leaders, the probation service, police, youth offending service, Enta CIC and Connexions. Lord Bill Morris, Chair of Midland Heart, said: “It was wonderful to receive Her Royal Highness, she was genuinely interested to hear about the project and I hope she is inspired by what she saw.” Michelle Musgrave, Director for Customers and Communities, added: “The trainees have already demonstrated some really promising skills which they will develop over the coming weeks.”
Hassan Ali Hassan, one of the first wave of 16 to 25 year olds to take up the offer, was really excited to see the Queen’s daughter and said: “It was a once in a lifetime opportunity – a great experience to meet her.” Main picture: HRH Princess Anne chats to the trainees. Above left: Michelle Musgrave, Director for Customers and Communities explains the scheme to The Princess Royal. 8
Share your Respect for staff news and views! a top priority Have you got some news you would like to share with other Midland Heart customers? An achievement in education or training, a graduation, milestone birthday, wedding, birth, cultural celebration, charity event or even a special recipe? A new Heartbeat Editorial Board, made up of customers, has just been formed. They meet regularly to discuss past and current editions of the magazine and work with Midland Heart to help improve the publication and ensure it stays readable and enjoyable for all customers. Their priority is to get more information included about customers, and especially to highlight good news stories. Anikah Miller-Ryan, Customer Involvement Officer, who sits on the new board, commented: “Tell us your good news. Whatever it is just remember this is your magazine and the Editorial Board want to hear from you!� If you think you have a great story that you would like to share with other Midland Heart customers then please make contact us on communications@midlandheart.org.uk or call 0345 60 20 540. In our next edition of Heartbeat we will be introducing you to the members of the Editorial Board and there will be a special feature on what members have been up to. Until then get your thinking caps on and let us hear about those great stories.
STOP PRESS! Do you live in Coventry or Wolverhampton and would like to join the editorial group? The experience could provide you with valuable communication skills and enhance your CV. Or you could just enjoy meeting other customers and making a contribution to Heartbeat. Get in touch if you would like to get involved.
Staff safety is something Midland Heart takes very seriously - our teams do an extremely difficult job under what can sometimes be very challenging circumstances. We are committed to fully supporting their right to work without suffering abuse, threats or violence. Please remember that our staff, their agents or contractors will not tolerate: l The use of foul, abusive or racist language l Threatening behaviour and use of violence or aggression. If staff are taking part in an eviction or similar event they take precautions to reduce risks. This example below shows how they operate.
CASE STUDY An eviction last year involved an unpredictable and potentially aggressive customer who was illegally occupying a Midland Heart house. When time came to evict him staff feared the situation may be difficult and that the customer might damage the property or threaten them and so took some simple steps to reduce risk: l Letting the manager know what was happening, who will be there and what potential risks are present l Informing the police of potentially violent or aggressive people who may be a risk l Requesting an officer to attend the site l Having mobile phones unlocked and ready to use at all times l Being cautious when entering a property l Make notes of what happened and compiling a log of events to help collate evidence for use in court.
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Spring into action in your garden and get the kids involved this Easter! Spring has almost sprung meaning that many customers start thinking about their gardens.
Of course not everyone has a proper lawn, patio and flower beds so one of the best ways to brighten up any outdoor space - be it a windowsill, balcony, path or wall, is to use a planted container. Pots and troughs planted with flowers make appealing decorations and attractive containers are widely available at reasonable prices, but if you are looking for a more distinctive look, here are some unusual alternatives. There is little that cannot be used as a plant container the limit is your own imagination! Get the kids involved and have some fun this Easter holiday! The only essential requirement of a container is the ability to hold compost - enough to avoid drying out too quickly. Drainage holes are desirable to allow surplus water to escape and prevent waterlogging.
Ideas for large planters include: l Wicker baskets - as long as the basket is strong enough, any size will do. A plastic liner with drainage holes will make the basket last longer. l Painted wheelbarrows - these look good and have the advantage of easy portability! l Buckets - add drainage holes a few inches above the base to provide a reservoir of water. 10
l Large chimney pots - Planted chimney pots make attractive rustic focal points and you might be lucky enough to find a couple in a skip. l Planters from the kitchen such as a teapot/kettle/jugs - it can be difficult to make drainage holes in these sorts of containers, so they are best used for water plants;
Join our winners Get involved with Midland Heart!
A colander is useful for plants requiring good drainage. Egg cups can be a fun way of supplying fresh cress for your egg sandwiches! l Zany ideas include bin liners - tie into a sausage shape and plant strawberries or bedding plants through the holes; old shoes or clogs plastic shoes are better than leather as the latter will go mouldy and well-worn shoes should come with their own drainage holes. People have even been known to plant up and old bra! l Children's toys - try planting a plastic pram useful for a first garden and can be taken for walks; l Bricks - use one with three central holes, insert compost and plant with cacti. l An old lavatory - definitely for the more adventurous garden! Try planting with trailing plants to hide the container.
All customers who take part in some form of engagement activity are entered into a monthly prize draw to win ÂŁ50 of High Street shopping vouchers - see below for a list of winners. Contact your Customer Involvement Officer to see how you can take part in some form of activity with Midland Heart and possibly join the roll call of lucky winners! Birmingham Amie Atkinson Christine Mckain Maureen Samuda Sheena Jones Lloyd Wint Catherine Geraghty Kuldip Bhogal Coventry Christina Campbell Ms K Penman Frank Pattinson Irene Ruredzo Karen Rickhuss Kerry O'Donnell Owen Slater Julie Horne East Midlands Carol Anderson Samuel Raddie Kathleen Bateman Kizzy Crofts
Susannah Leggatt Ramila Mistry Peter Nolan Staffordshire Colin Hood Kieran Hankey Jean Foster Ramona Rogers Damian Kilkenny Timothy Birch Frank Willan Nigel Boot Wolverhampton Sheila Bradley Edna Trainer Marcia Martin Adel Whitehouse Lynn Owen Lisa Tiso Louise Price Richard Bird
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New code of conduct introduced A new code of conduct which sets out clear rules about how contractors and customers should behave when work is being carried out has been launched. The code gives everyone involved a list of ‘Dos and Don’ts’ and covers major work, such as a new bathroom being fitted, as well as day to day and emergency repairs. It sets out the way that contractors are expected to behave and includes, for example, keeping you updated on the progress of the work and not smoking in or around your home, and should avoid any doubt about what standards are acceptable.
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Midland Heart also expects you to behave in a courteous and considerate manner towards contractors when they are in your home. If you are having major work carried out you need to sign up to the code of conduct saying that you understand and accept it and you are also responsible for the behaviour of members of your household and visitors to your home. In order to ensure that any problems are minimised, our contractors - with your help - will do their best to keep to the Code of Conduct below:
Contractors should
Contractors should not
Customers should/should not
Clearly show you their Identification
Use (or ask to use) your landline telephone
Should ask for identification badges from all representatives, not wait for these to be offered
Show respect to you and your home
Enter your home if there are unaccompanied children under 16 years of age present
Should not leave children alone in the home whilst work is being carried out. It is illegal to leave minors under the age of 16 unattended while workmen are in your home, if this occurs appropriate action will be taken
Be courteous when they talk to you
Use your toilet or washing facilities without your permission
Should be courteous to Midland Heart representatives at all times. This includes any members of your household and visitors. You are responsible for their behaviour. We will not tolerate any form of verbal, physical or racial abuse
Make good any areas affected by the work and never leave you without utilities unless for safety reasons
Move your belongings without asking you first
Should remove all of your personal belongings from the work area before the work starts. This ensures the work can be done quicker and none of your belongings will be damaged.
Clean up following work and take away any related rubbish
Eat or drink in your home unless you are happy for them to do so
Should contact the Customer Liaison Officer from Midland Heart if any problems occur. This enables Midland Heart to resolve issues quickly
Use only their own tools
Smoke in or near your home – e.g. just outside your front or back door
Should not smoke in your home when Midland Heart staff or contractors are there.
Do their best to keep to the agreed appointment or notify you if they are likely to be late or need to re-arrange
Use a radio or personal stereo in your home without asking your permission. These should not be excessively loud
Should contact your Customer Liaison Officer if contractors do not attend on pre-arranged dates or times
YOU CAN GET HELP WITH
WATER BILLS Did you know the average person spends around two years (or 16,848 hours) of their lifetime worrying about debt? This equates to 730 sleepless nights*.
I never knew there were so many schemes to help me!
Just one phone call put our minds at rest
At Seven Trent Water, we don’t want our customers to have sleepless nights; that’s why we offer a great deal of support and services for those struggling to pay their water bill. As soon as you feel you are having financial difficulties please speak to us and help us to help you by calling us direct on 0845 604 3772.
Just pay for the water you use Have a water meter fitted for free and you could save money if you feel that you are not using a great deal of water. A water meter means that you will only pay for: • The water you use • Surface water drainage (rainwater that drains off your property) • A sewerage charge • A small standing charge For more information visit www.stwater.co.uk or call 0845 7 090 646.
Payment plans Set up a payment plan and pay a little off each week, fortnight or month: whether that’s through direct debit or using a water card at local Pay Point outlets.
WaterSure WaterSure is a special tariff with a capped charge. It can help customers who have a water meter, but experience difficulties as a result of high water usage due to a medical condition or have a low income.
Water Direct If you’re on benefits you can request to have small deductions paid direct from your benefit, helping you to reduce debt and in turn, reduce stress.
There is also a Severn Trent Trust Fund that may be able so assist those in extreme financial difficulty. To discuss any of these options please call us on 0845 604 3772.
*Research conducted by the Cooperative Bank.
Help us to help you. Call: 0845 604 3772 www.stwater.co.uk
I have small deductions taken from my benefits– It’s so easy
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A big thank you to community groups Are you a member of a residents group which has helped to improve your community in any way? If so, Midland Heart wants to formally recognise your achievements within your area. Examples of this would include residents groups who have: l Made a stand against anti social behaviour; making a positive difference in the local area. l Helped to keep the estate/street clean and tidy
Makes sure you put the dates of these Customer Carnivals in your diary:
l Raised money for charity l Provided fun days or day trips for neighbours living in the estate or street. l Successfully applied for money to benefit the local community through project work
WOLVERHAMPTON on June 30 at The Workspace,
l Campaigned – leading to improved facilities in your neighbourhood.
STAFFORDSHIRE on July 7 at Essington
Residents group members will be recognised at one of our Customer Carnivals. Each summer Midland Heart invites all its customers to join in the fun at a series of carnivals. The events are held in each region and are aimed at encouraging people to meet staff, chat about housing services, get involved and most importantly enjoy themselves. The attractions usually include live music, dancing, information stalls, face painting and hopefully sunshine! Mary Jane Gunn of Midland Heart explained: “There is a great party atmosphere throughout the day at these carnivals…we hope as many people as possible will come along to enjoy the activities and have their say about our work.” 14
LEICESTER on June 30 at The George Ward Centre, Church Lane, Barwell, Leicester, LE9 8DG All Saints, Wolverhampton, WV2 1EL
Community Centre, Hobnock Road, WV11 2RF
COVENTRY on July 7 at Broad Horizons Community Centre, Broad Street, Foleshill, Coventry, CV6 5NB BIRMINGHAM on July 14 at Montgomery Primary School, White Road, Sparkbrook, Birmingham, B11 1EH.
Carnival prize draw winners
N O M I N AT I O N FO R M If you are a member of a resident group/association and would like to nominate your group, or know of a resident group/association which you are not part of but would like to nominate, please fill in the form below and return to Shaun McCaulsky, Freepost RRAL – ZTXB – SJXT, 20 Bath Row, Birmingham, B15 1LZ – No stamp required. Your name and address:
Denise James Chair of the Essington Residents Action Group) with Marie Morris and Diane Morris (Competition winners of the signed Aston Villa shirt)
There were some great prizes up for grabs at last year’s carnivals…the list below shows who won what. We’d like to say a big thank you to all our partners who donated prizes.
Contact Number: The name and address of the resident group you wish to nominate:
Come along to this year’s events to see if you get lucky too! Marie Morris, Essington, Wolverhampton, won a signed Aston Villa shirt donated by FHM Ltd Gina Hankey, Stoke on Trent, won a £100 High Street voucher donated by Lovells Margaret Busst, Boardsley Green, Birmingham, won £50 High Street vouchers donated by JLT (My Home Insurance) John Perry, Atherstone, Warwickshire, won a £50 High Street voucher donated by William Davis Susan Whiles, Stourbridge, won a Travel DVD player donated by Mears Annette Bradley, Stourbridge, won a DVD player donated by Thomas Vale Safiye Karadag, Leicester, won a DVD player donated by Inex Roofing Ltd Jean Pearson, Handsworth, won West Midlands Safari Park tickets donated by West Midlands Safari Park Gertrude Bradley, Stourbridge, won a Family ticket to Trentham Gardens donated by Trentham Gardens Aaron Westwood, Stourbridge, won half price tickets to Wolverhampton Grand Theatre donated by Wolverhampton Grand Theatre Claire Worrall, Burslem, Stoke on Trent, won an electric drill donated by Morrisons Jennifer Streete, Wolverhampton, won an angle grinder and fleece jacket donated by Pinnacle
Contact number (if known): Reason for nomination:
A special thank you to CCSS who had a competition and a customer won a television at each Customer Carnival. 15 11
Talented Karen’s sweet creation The enterprising talent of a young seamstress has resulted in the creation of a truly unique sweet creation thanks to the support of Midland Heart’s regular networking events run from Broad Horizons Enterprise Centre in Foleshill, Coventry. Karen Delahunty has long harboured the desire to make a dress entirely out of Cadbury chocolate wrappers and with the help of a partnership between Midland Heart and Kraft Foods, this wish came true. A regular attendee at Midland Heart’s monthly networking events for local businesses, Karen initially voiced this request to the project manager, Donna Jarrett from Midland Heart. “We have a great relationship with Cadbury and work together on many community projects in the area so I was able to approach them with this request for chocolate wrappers, which they were surprised and delighted to fulfil,” said Donna. Karen then set to work to produce her magical creation, using the donated wrappers, and in total she used 55 to make her unique dress. “This is something I’ve always wanted to do, so it was fantastic when Donna stepped in to approach Cadbury for the wrappers. The dress is unlike anything I’ve ever produced before and I’m really happy with the end result,” said Karen. The Broad Horizons Enterprise Centre, on Broad Street, is an integrated part of Midland Heart’s Broad Heath School development which was transformed into a vibrant mixed-use centre and was the first enterprise hub in Coventry. 16
Consulting you about service charges Customers from across the region came together over two days to discuss service charges. People were invited to talk about how accurate and clear they thought their service charges were and how they thought Midland Heart could improve communication around this issue. Midland Heart has now agreed to: l Improve the wording of service chargeable items to make them clearer and more easily understood l Include a glossary with the leaflet that accompanies your service charge statements. This will provide descriptions of what the service charge covers l Make the appeals and complaints process clearer
Q: Why do you charge a 15% management fee on top of the service charges? A: 15% is a standard calculation used by housing associations and covers costs associated with administering the service charges - admin and staffing costs associated with calculating, checking and collecting charges and the process of procuring contractors to carry out those services, such as advertising for tenders. Q: Because we can’t refuse to pay service charges Midland Heart could charge what they wanted. A: By law, we have to demonstrate that service charges have been calculated reasonably. Q: I don’t agree with what you are charging me A: In the first instance, speak to your neighbourhood Housing Officer about your charges. If you are not satisfied with the explanation provided, you can raise a service complaint and we’ll examine your charges in greater depth. Q: How do I make a complaint? A: You can lodge a complaint by calling our team, writing to us, or if you prefer, you can speak to a staff member in person either where your service is provided or by popping in to one of our offices. They will write down your complaint in your own words and pass it to the right person.
l Add the glossary to our internet page and publicise it on the Internet We’ll review the process again to see whether customers feel that this aspect of our service has improved. Here are some common questions that customers ask about service charges… Q: Don’t the service charges just exist to pay for other things such as publishing Heartbeat? A: By law, money collected from service charges cannot be spent on anything other than the services we specify. Q: When a surplus is made on our service charges we never see a refund. A: This is true, however we also do not pass on deficits. For example, where we estimate communal electricity charges for the year, energy price rises are not passed on to the customer. 17
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 2011 55.33%
Jan 2012 50%
At the end of December 2011: 55.33% At the end of January 2012: 50% Target: 65%
The average for other social housing providers is 63%
Repairs performance: Percentage of repairs completed during the first visit from our contractor:
Customer Service Centre performance: The total number of calls we answered:
Dec 2011 97.47%
Jan 2012 97.21%
At the end of December 2011: 97.47% At the end of January 2012: 97.21% Target: 95%
Dec 2011 71.5%
Jan 2012 71.46%
At the end of December 2011: 71.5% At the end of January 2012: 71.46% 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 number of calls we answered within 20 seconds:
Dec 2011 79.31%
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Jan 2012 79.36%
At the end of December 2011: 79.31% At the end of January 2012: 79.36% Target: 80%
Dec 2011 84.63%
Jan 2012 86.77.%
At the end of December 2011: 84.63% At the end of January 2012: 86.77% Target: 92%
The average for other social housing providers is 85%
RECIPE Customer Involvement performance: Customers who are very or fairly satisfied with opportunities for participation:
Dec 2011 80.3%
Jan 2012 78.73%
At the end of December 2011: 80.3% At the end of January 2012: 78.73% Target: 87%
Customers who are very or fairly satisfied with being kept informed:
Dec 2011 83.1%
Jan 2012 81.78%
At the end of December 2011: 83.1% At the end of January 2012: 81.78% Target: 85%
Customers who are fairly or very satisfied with Midland Heart’s overall service:
Jan 2012 81.5%
225g/8oz plain chocolate, broken into pieces 2 tbsp golden syrup 50g/2oz butter 75g/3oz cornflakes 36 mini chocolate eggs The cornflakes can be substituted for shredded wheat or puffed rice.
Overall satisfaction:
Dec 2011 81.44%
What you need
At the end of December 2011: 81.44% At the end of January 2012: 81.5% Target: 85%
How to make it Line a 12-hole fairy cake tin with paper cases. Melt the chocolate, golden syrup and butter in a bowl set over a pan of gently simmering water, (do not let the base of the bowl touch the water). Stir the mixture until smooth. Remove the bowl from the heat and gently stir in the cornflakes until all of the cereal is coated in the chocolate.
If you would like more information on how we are doing please contact us on 0345 60 20 540
Divide the mixture between the paper cases and press 3 chocolate eggs into the centre of each nest. Chill in the fridge for 1 hour, or until completely set. 19
Why should you have a gas safety inspection each year? The most obvious answer is that a gas safety inspection ‘does what it says on the tin’– it’s for your safety. Here are some other reasons… l If the gas appliances in your home are not checked once a year they may cause an explosion that could not only injure you and ruin your property but could do the same to your neighbours.
Remember GAS KILLS. l Even if your gas has been capped off it still needs checking. l It is a term of your tenancy that you must allow Midland Heart or its gas contractors into your property to carry out the annual gas check. l If you don’t allow us in to carry out the gas check, we will have to get a court order. If you still do not let the contractor in, we will ask the court for an order to repossess your house. The court can also order that you pay Midland Heart’s legal costs.
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And now the good bit… Every month the names of all customers who have had their annual gas service completed on the first visit are put into our computer and three winners are picked who received £50 in High Street vouchers. Some of our monthly winners: Mr F. Ahmed and Mrs B. Akhtar of Coventry; Mr M. Lawrie of Birmingham; Mrs J. Stelle of Stoke-On-Trent ; Mr Powell of Birmingham; Mrs N. Garrison of Birmingham; Mrs E. Bryan of Walsall; Mr and Mrs Cooper of Birmingham; Mr Hines of Birmingham; Mr Edwards of Wolverhampton; Miss L J Lindsay of Coventry; Mr A Payne of Leicester; Mrs A Holland of Walsall; Miss S M Damonde of Birmingham; Mr M M Mursal of Birmingham and Mr and Mrs Ebot of Walsall.
Could you be one of our April winners? If you know that you are overdue a gas inspection and would like to book one in, please contact Pam Wharton on 0121 666 5246.
GAS AND SAFETY TIPS Midland Heart is required by law to carry out a safety check on our gas fittings installed in your home, every year. As a customer, you too have some responsibilities. These are as set out below, together with some tips on how to avoid putting yourself at risk from faulty gas fittings.
Our responsibilities as your landlord We are committed to your safety and we take our responsibilities on gas safety very seriously. As your landlord we will ensure: l All gas fittings (appliances and pipework) and flues installed by us are maintained in a safe condition l All installation, maintenance safety checks and annual gas servicing is carried out by a Gas Safe registered installer l A gas safety check and service is carried out on each relevant gas fitting/flue in your home every year. When you move in all gas appliances/flues will be checked before you move in. l A record of each annual safety check and service is kept l We give you a copy of the gas safety record for your home on completion of the safety check.
Danger signs to look out for CONTACT US IMMEDIATELY IF YOU NOTICE:
l Sooting or staining marks on or around the appliance l A yellow or orange lazy flame – not crisp and blue l A higher level of condensation than normal in the room where the appliance is installed l Anyone in your household suffering from drowsiness, headaches, nausea or pains in the chest when using a gas appliance. IF YOU NOTICE ANY OF THESE SIGNS, TURN OFF THE APPLIANCE IMMEDIATELY, OPEN DOORS AND WINDOWS AND REPORT IT TO MIDLAND HEART ON 0345 60 20 540
Gas safety tips By allowing us prompt access to your home and by following the tips below you can ensure the safety of your gas appliances:
Your responsibilities as a tenant
l If you smell gas to contact National Grid immediately
l You should allow us prompt access to your home to
l Never try DIY with gas l Make sure you know where your gas meter is located
on 0800 111 999 carry out maintenance or safety checks on our gas fittings/flues. l You should ensure that any gas fittings which you own, including your gas cooker, are installed correctly by a Gas Safe registered installer and are checked annually for safety and serviced. l You should always contact us before making any alterations to your home, no matter how minor. l For your safety, always use a qualified Gas Safe registered installer to carry out any gas work in your home. l Failure to give reasonable access to your home to allow us to complete the annual safety check is dangerous for you, your family and your neighbours. It’s also a breach of your tenancy conditions, which could result in legal action to enforce access or end your tenancy. You will be recharged for any costs incurred for taking legal action.
and how to turn off the gas in the event of an emergency l Don’t block up air ventilation grills and ensure that flue terminals are kept clear at all times l Never use a gas appliance if you think it’s not working properly l Never cover gas appliances l Be cautious if buying second hand gas appliances – don’t scrimp on safety l If for any reason you have to move your bedroom to your living room and it has a gas fire please contact the Gas Team on 0345 60 20 540 for further advice l Ceiling fans should not be fitted in a room that has a working gas fire as this can cause the fumes to be drawn back down the chimney and back into the room. 21
BIRMINGHAM BIRMINGHAM BIRMINGHAM
Come along to social media surgeries Local communities and customers are being encouraged to get online and use social media to connect and promote their organisations. Midland Heart’s Regeneration Team members are managing a series of social media surgeries and encouraging residents, groups, social entrepreneurs and voluntary sector staff to come along. Social media can be an excellent way of networking, sharing information and promoting a cause. For example, a simple ‘blog’ can serve as a web-page for a residents or community group and can be created in under 30 minutes and for free.
Go to www.socialmediasurgery.com to find out if there is an event near to you or learn more about setting one up. Midland Heart are supporting surgeries in Lozells and Handsworth and soon to be in Coventry.
Our partners at the event, Podnosh, explain more…
Local blogs in Lozells and Handsworth:
What happens when you get to a social media surgery?
www.lozells.info www.birchfield.org.uk www.myhandsworth.co.uk
Imagine a big coffee morning, except it’s probably in the evening! We pair ‘surgeons’ with ‘patients’ after quickly finding out what people would like to learn. You get to sit with a surgeon who can help you with whatever question or issue you’ve got.
2012 Social Media Surgery Dates in Lozells and East Handsworth held at Lozells Methodist Community Centre, 163 Gerrard Street (corner of Lozells St), Lozells, Birmingham
What can you expect to get out of a social media surgery?
Thu 12 April 2012 6pm -8pm Thu 10 May 2012 10am to 12pm Thu 14 June 2012 6pm – 8pm Thu 12 July 2012 10am to 12pm Thu 13 September 2012 6pm – 8pm Thu 11 October 2012 10am to 12pm Thu 8 November 2012 6pm to 8pm
Well, that’s entirely dependent on what you want to get. Lots of people who come want to set up blogs – simple websites where they can publicise what they are doing. Other people are interested in using Twitter, or other social 22
networking services. Often people come back to learn more and more. Sometimes people who first arrived at surgeries as patients become surgeons themselves.
BIRMINGHAM BIRMINGHAM BIRMINGHAM
Tackling gambling
Pictured at the workshop, from left, Opal Clarke, Ferdousara Hussian, Christine Barrett and Rosemary Simpson.
Birmingham customers, Midland Heart staff and contractors and a local community group all attended a workshop which looked at the problems caused by gambling. The event was organised by Midland Heart and run by Aquarius, a group which aims to raise awareness about the subject and supports residents in Birmingham and Solihull. The workshop covered definitions of gambling, reasons why people gamble and the impact on themselves, their families and the community. It provided some facts around the subject and relevant legislation and Aquarius also proved information on where and how people can access their support. Ashok Patel of Midland Heart said: “This is relevant to our communities and we know that excessive gambling, like any other addiction, is an issue for concern and can lead to debt, break up of relationships, poor health and sometimes crime, which is why we organised this event.”
Creatives set their sights on Spectacle scheme Creative entrepreneurs are moving into a unique new housing scheme in the centre of the city. They are being attracted to Spectacle Works, which is providing 13 homes and workshops in Birmingham’s historic Jewellery Quarter. Midland Heart opened the development, housed in a Grade II listed Victorian building, to help support creative businesses, such as jewellers, designers, artists and craftspeople. Jewellery maker, Christopher Hay, who has moved into his live /work home said: “Having other creative people as neighbours and being able to share experiences is fantastic. They are great workshops and lovely accommodation.”
Walsall customer Maggie Dorsett commented: “Thank you for inviting me to the workshop. This was one of the best training courses I have been on for a long time. It was very well run and informative and I enjoyed it very much.”
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BIRMINGHAM BIRMINGHAM BIRMINGHAM
Get on board the buses! Staff have been getting into the heart of their communities by hopping onto two special buses. Customers in Handsworth, Small Heath, Ward End and Sheldon have been visited by the vehicles which aim to provide a focus for community meetings and events. Midland Heart has been using the Beyond Midnight Bus and the Mobile Skills for Life Bus in partnership with Birmingham City Council’s Handsworth and Lozells Community Team. The vehicles also give out information about education, courses and training. Birmingham Customer Involvement Officer Violet Williams commented: “By using the vehicles around 150 customers have been able to get involved in on-site drop in events, residents’ meetings, environmental clean ups, socials and fun days.” The buses, which are kitted out with a variety of equipment and refreshments, have been to Wyrley Birch, Raleigh Close, Privet Close, Barnesville Close, The Radleys, Charles Close, Church Green, Ward End and Hall Grove. They can drive and park on the estates and provide a warm, comfortable seating area for people to hold their meetings whilst children can watch DVDs and use the computers on board.
Customers enjoying the facilities of the midnight bus".
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Feedback from customers
“The bus is a brilliant idea as it gets Midland Heart into the community. People who cannot attend meetings at the usual places are able to come. You are very helpful and informative and in general your outreach approach is very good and you get everyone motivated. We even requested that the bus came to the Grove every month.” Dawn Lees Birmingham
“I love the interaction on the Midnight Bus and always enjoy it when it’s here. It brings communities together and lets people who can’t get to your head office get involved.” Pam Salloway If you would like the Beyond Midnight or the Mobile Skills for Life Bus to make a special appearance on your estate let Violet know by calling her on 0345 6020 540.
BIRMINGHAM BIRMINGHAM BIRMINGHAM
Want to know your way around the web? Sessions are now being held in Birmingham for Midland Heart customers who want to get to grips the Internet. The training provides a beginners guide to the web and social media and is available to customers who do not have email addresses or know how to use social media. It offers one-to-one support and encourages everyone to have an awareness of the internet. Sessions will be offered throughout the year, so watch this space. If you would like to know more call Judith Rowe on 0345 60 20 540 and check out her facebook page at Judith Rowe Midland Heart.
WHO’S WHO IN YOUR AREA? To contact your local Customer Involvement officer or Housing Team Leader, please call 0345 6020 540 and ask to be put through to the relevant person.
Customer Rebekah Dunne with Mark Hopkins from Lovells
Customers get handy Customers have been improving their DIY skills thanks to a series of workshops held in Birmingham. The events in Handsworth, Lozells and Balsall Heath have been run by Midland Heart in partnership with contractor Lovells and have covered fitting and fixing door hinges and handles, simple tiling, fitting and fixing toilet seats and adjusting kitchen cabinets. They have proved popular with customers who want to learn more about simple building tasks.
Customer Involvement Officers Martin Hall - Inner Birmingham Judith Rowe - South Birmingham Violet Williams - North Birmingham Zaheda Vaid - West Birmingham Outer Housing Team Leaders Michael Wood - Inner Birmingham Christopher Luke - South Birmingham Pete Sandilands - North Birmingham Valerie Hamilton - West Birmingham Outer
Customer April Brewin with Zunaid Chand of Midland Heart and Lovell's Matt Kendrick
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BIRMINGHAM BIRMINGHAM BIRMINGHAM
New repairs service for residents Our new Property Care team will be launched on April 1st to service customers’ homes in the north Birmingham area. The in-house team will undertake all repairs and maintenance jobs for our 3,400 Midland Heart properties in the Handsworth and Lozells districts and so reduce the use of outside contractors. The Property Care team will be headed up by Phill Heales who has extensive experience in this field. He will manage a highly skilled workforce of 25 trade professionals, some of whom will have transferred from our former contractor for these areas, Lovell. Phill commented: “We want to provide the best possible service for customers by making sure we understand and cater for everyone’s needs.” The key aims of the new service are to: l Improve customer satisfaction l provide a high quality service l increase efficiency. All vehicles will be Midland Heart branded and staff will wear a standard uniform and carry a photo identification badge. However Midland Heart will still continue to use external contractors to: l Carry out specialist repairs work l Respond to demand during very busy periods l Carry out repairs where it is not cost-effective to use in-house staff.
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Recruitment Opportunities Midland Heart will be looking to increase its workforce over coming months and welcomes applications from customers with appropriate skills and experience. If you are interested in working for the Property Care team please visit the Midland Heart website at www.midlandheart.org.uk to view current job opportunities.
Taking action to protect staff Midland Heart has successfully obtained an injunction order against a man who threatened contractors with a machete. Thomas Vale staff were carrying out a kitchen refurbishment in his property in Birmingham when he became dissatisfied with the work and responded by threatening them with the blade. Midland Heart issued immediate legal action which prevented him from behaving in a threatening way or approaching Thomas Vale staff. As he had behaved in an abusive way towards Midland Heart staff before and had been warned that his behaviour was unacceptable, a judge granted an anti social behaviour injunction order against him. If he breaches this he can be sent to prison.
“Whether it is our new Property Care team or external contractors who undertake repairs, we want to make sure residents expect and receive the same high level of service.” Phill added.
In addition, due to the severity of the case, Midland Heart has issued proceedings against the man which could result in his eviction.
Customers who live in these areas should continue to report repairs in the usual way, by calling Midland Heart’s customer service centre on 0345 60 20 540.
Midland Heart takes the safety of its staff, contractors and agents seriously - they have a right to work free from intimidation and abuse - and will take action against anyone who behaves in an unacceptable manner.
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Much-needed new homes taking shape A milestone has been marked in the construction of new family homes and apartments in Whitley Village, Coventry. A foundation stone has been laid for Touchstone Court, which forms part of the £5million development to transform former offices and provide 45 new three and four bedroom houses and one and two bedroom rented apartments. The scheme, due for completion later this year, is being developed by Midland Heart in partnership with Coventry County Council and the government’s Homes and Communities Agency. Tom Murtha, Chief Executive Officer at Midland Heart, said: “I am delighted to be here today - it is a significant occasion that marks another exciting step towards the completion of much-needed homes for Coventry. There is a special significance for Midland Heart too. This is the former site of our former offices and it is immensely satisfying to see new life and investment breathed into the area.” Whitley Village resident and Councillor for Cheylesmore Ward, Cllr Hazel Noonan, said: “I, like other residents, have been very keen to see this area redeveloped. I am pleased that Midland Heart responded to the views expressed by residents in Whitley Village and brought forward a scheme which not only provides much needed affordable housing for our local area, but also far better reflects the housing around it than the former buildings on this site.”
Fire safety boost for Coventry A new partnership which should make customers’ homes safer has been launched in Coventry. West Midlands Fire Service is working with Midland Heart on the scheme which provides home safety checks and advice for customers in the city. Other agencies who may be able to provide additional help can also be accessed. Fire fighters from West Midlands Fire Service will be happy to visit customers’ homes to offer safety advice, fire escape plans and fit free smoke alarms. To find out if you are eligible for this free service please contact West Midlands Fire Service on 0800 389 5525 - fire fighters will visit to suit you. Station Commander Roger Moore of Coventry Fire Station said: “The safety advice given by fire fighters results from years of experience and may help prevent a fire and the smoke detectors fitted may give the early warning needed to aid escape.”
Tom Murtha, with Cllr Hazel Noonan, Ian Jones, Business Development Director at Leicester-based Westleigh, Carl Larter, Director for new business at Midland Heart Alan Quinlan, Coventry City Council
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Photo shows fire officers from Radford Community Fire Station with Midland Heart Housing Officer Mandy Mason.
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Do you qualify for a £120 power rebate? Midland Heart customers in Coventry are being urged to find out whether they could get a £120 rebate on their electricity bill. The Warm Home Discount Scheme is run by the government and energy suppliers to provide refunds on the electricity bills of people most in need. It offers eligible customers an annual one-off payment - this year it will be £120. There are a number of criteria you need to meet to qualify for the rebate, depending on who your electricity supplier is, so it can be complicated. This is where the Route 2 Energy team come in. As part of the Groundwork environmental charity, its advisors offer free home visits to help you determine if you are eligible and talk you through the application process. Advisors will call at a time to suit you and can give free advice and tips on how to save money on your fuel bills and stay warm in your home. They can also offer guidance on how to change your electricity and gas tariff, which could save you up to £530! So even if you don’t qualify for the rebate, there is still plenty of money to be saved. A visit from one of the Route 2 Energy team will cost you nothing, and could save you lots, so why not call or email today? Simply call the free-phone number on 0800 028 6003 or email your name, address and phone number to Jennifer.Mcintosh@groundwork.org.uk.
WHO’S WHO IN YOUR AREA? To contact your local Customer Involvement officer or Housing Team Leader, please call 0345 60 20 540 and ask to be put through to the relevant person. Customer Involvement Officer Gail Gavan Housing Team Leader Anita Kapadia 21 28
Children from Joe O’Brien Close, Willenhall, Coventry with Jenny Owen from Spots and Stripes and Gail Gavan from Midland Heart.
More Spots and Stripes events Sack race, egg and spoon race, three-legged race - whatever fun takes your fancy we can bring it to you! Midland Heart has teamed up with environmental charity Groundwork and Cadbury to bring the Spots v Stripes sports campaign, which is part of the Olympic celebrations, to Coventry. “Last year we bought the fun and games to streets and schemes in Coventry. The response was great, many children and adults joined us for an afternoon of activities. We jumped at the chance to work with Groundwork and Cadbury again this year,” said Gail Gavan, Customer Involvement Officer. Date for your diaries 11th April – Morey Street, Foleshill 18th April – Willenhall, Wolston Way 6th June - Cash’s Lane /Kirby Close 7th July – Carnival – Broad Horizons.
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More residents getting together… Midland Heart would like to welcome customers from Wolston Way, Willenhall, Cash’s Lane and Kirby Close in Foleshill who have recently started their residents meetings earlier this year. “We are keen to hold meetings with customers in areas where we have had little contact before. Working as a group can be a more effective way of tackling issues that
New project supports disabled people A new service that provides training to unemployed disabled people in Coventry and Warwickshire has been launched. Midland Heart is supporting the ASPIRE project, which is run by The Council of Disabled People - an organisation run by disabled people for disabled people.
are affecting the community such as fly tipping, noise nuisance, as well as a chance to meet your neighbours and Midland Heart staff,” said Gail Gavan, Customer Involvement Officer.
If anyone would like to get involved or for more information please contact Gail on 0345 60 20 540.
Training boost for groups Training is now available for Coventry customers who are part of a residents group. Three courses are available - How to be an excellent Chair; How to be a really effective Secretary and How to be a good Treasurer. Each session, which work best for around 10 people, lasts two hours or the whole programme can be offered to groups as a day’s course. A recent training for chairs was held at the Coventry office, run by Midland Heart’s Customer Involvement Manager Mary Jane Gunn.
It is aimed that the new initiative will help people to become more confident and assertive, improve their communication skills and gain up to date knowledge of their rights. Flexible training, funded by the Big Lottery Fund, is offered within group sessions at local community venues over a 10 week programme. To find out how you can benefit from this training please contact the ASPIRE team by calling: ASPIRE: Tel. 024 7671 2984 E-mail: lauren.barrar@cdp.org.uk Council of Disabled People, Koco Building, The Arches, Spon End, Coventry CV1 3JQ
ASPIRE
Gail Gavan, Customer Involvement Officer, commented: “The reason for the training was to get a group of people to perform and work well together to achieve things. Lots of our customers want to chair meetings and to do it well, our customers thought Mary Jane was a great trainer!” Coventry customers Rosemary Philips and John Erskine at one of the training sessions.
If you would like this training in your neighbourhood please contact your Customer Involvement Officer or Shaun, Midland Heart’s Customer Involvement Administrator, on 0845 850 1020 ext 6135 29
EAST MIDLANDS EAST MIDLANDS EAST
Monday club is thriving
WHO’S WHO IN YOUR AREA?
Leicester’s Monday Allsorts club is bowling along nicely…
To contact your local Customer Involvement officer or Housing Team Leader, please call 0345 6020 540 and ask to be put through to the relevant person.
This long-established club is made up of a group of customers who receive support services from Midland Heart’s Leicester office. While the members are very diverse they get together monthly to discuss common issues and organise social activities.
Customer Involvement Officer Cameron Whyld Housing Team Leader Leo Daniels
Recent events have included a bowling competition and celebration meals with gift parcels from Midland Heart staff. A range of activities are planned for 2012.
Illegal occupier is jailed A Nuneaton man who was illegally occupying a Midland Heart home has been jailed thanks to the actions of staff.
Peter Nolan, Vinod Karer
Midland Heart obtained an order for possession and evicted the man but during the eviction he returned to the property, assaulted a contractor and threatened staff with a hammer. Whilst the housing officer was calling the police, he snatched her mobile phone and smashed it with a hammer. Following this, he broke into the secured property by removing the roof tiles. He was arrested and bailed following both of these incidents but returned to the property and caused further damage. Due to the danger he posed to local residents and staff, Midland Heart issued urgent legal proceedings and obtained an injunction excluding him from the surrounding area.
Pauline Fretter, Sarbjot Sandhu, Steve Bond, Jim Stratford
The staff who were involved gave evidence in the criminal proceedings and the man was convicted of two counts of criminal damage, two assaults and affray and received a six month prison sentence. Both the criminal and the civil court judges stressed the importance of staff being able to carry out their jobs without fear of threats or violence.
Kevin Henry, Valerie Davies, Lucy Taylor
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EAST MIDLANDS EAST MIDLANDS EAST
Facelift for office
Leamington resident evicted A Leamington resident who had been abusive to his neighbours and contractors over a period of years has been evicted.
Midland Heart’s Leicester office has been given a long-awaited facelift. New signage outside the Granby Street building means that it is now easily identified. “Our reception area is brighter and more welcoming and incorporates the corporate branding,” commented Sharan Paul, Facilities Officer for Midland Heart. “The interview rooms are also more suitable for use by both customers and staff.” In addition more space has been created in the main office and can now accommodate an additional six desks. Customer Panel and Board member Susannah Leggat commented: “The Leicester office refurbishment is excellent - the reception area is far more inviting and friendly and it is good that Midland Heart was able to reuse some of the materials like the windows - a good way of recycling and keeping the cost down. The whole thing is a vast improvement.”
L-R. Laura Lewis, Neighbourhood Housing Assistant, Rebecca Walton, Neighbourhood Housing Officer and Rishna Ruparelia, Neighbourhood Housing Assistant
Midland Heart successfully obtained an outright possession order and anti social behaviour injunction against the man, excluding him from returning to the road where he used to live. His behaviour was often alcohol fuelled and resulted in parties at his property, with loud music, shouting and swearing. Several injunctions were issued against him but he continued to break them and had built up arrears of more than £3,000. Credit must go to Simon Breddy, pictured, Midland Heart’s Neighbourhood Services Officer, for his hard work on this case. Due to the man’s support needs, namely that he was an alcoholic and visually impaired, there was a clear need to for Midland Heart to demonstrate in the legal proceedings that it had accounted for these vulnerabilities and tried to support him to resolve his behaviour before taking legal action. Due to Simon’s consistent approach, always ensuring that correspondence was send in large font and making several referrals to alcohol support agencies for him, the case was so strong that the judge took little over an hour to hear the evidence and decide that it was reasonable to order immediate outright possession and to exclude him from returning to the property.
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STAFFORDSHIRE
STAFFORDSHIRE
Work club open for business L-R. Philip Manton (Lichfield & District community volunteer service), Eric Payton (Midland Heart) and club member Dominic Bennett.
A new initiative to help job hunters in North Lichfield find work has been launched. The North Lichfield Work Club, based at the Jigsaw Community Hub, offers free support and advice to local residents who want help to get back into employment or find training and volunteering opportunities. A team from Midland Heart, is working in partnership with the “North Lichfield Initiative” to promote and support the club. Customers hoping to get a foot on the job ladder can get advice and support on creating a good quality CV and covering letter, job searches and skills to develop confidence and interview techniques. The club is also a chance to meet new people, make contacts and share experiences. 32
Eric Payton, Recruitment and Employment Manager for Midland Heart, said: “We were really pleased with the turnout for the Work Club open day. We had a mix of age groups all who faced different barriers in their search for employment. This is a great way for the people of North Lichfield to develop skills and confidence suited to their individuals needs.”
The club is held every Monday from 9am to 12pm at the Jigsaw Centre, 72 Dimbles Lane, Lichfield, WS13 7HL. Anyone interested in finding out more can contact the Jigsaw team on 01543 253666
STAFFORDSHIRE
STAFFORDSHIRE
Pop in to see Sue! Mediation success in Staffordshire Sue Hynes, Neighbourhood Housing Officer for Stafford and Stoke on Trent, will be carrying out a neighbourhood surgery on the second Tuesday of every month at Eagle House, Newport Road, Stafford. ST16 2GH.
Please pop in and see Sue to talk about any tenancy or neighbourhood issues.
Olympic celebrations planned Olympic fever will hit Essington this summer! The Essington Residents Action Group will help the parish council to celebrate the Olympic Torch passing through the village on the 30th June. The event will include a variety of fair rides, community games/stalls and support from partner agencies, including Midland Heart, and is expected to attract around 600 people. The key contact is Councillor Clift on 07930 394399.
The residents group are also planning a community event to celebrate the Queen’s diamond jubilee on 4th June, with the key contact being Denise James on 07964 915089.
A neighbourhood dispute which could have eventually resulted in customers being evicted has been successfully resolved thanks to mediation. Neighbourhood Housing Officer Karen Gebhard, left, has worked with the police and two feuding customers in Tamworth to resolve the ongoing issue. The neighbours had fallen out and Karen was left in a position where she faced taking action against both parties’ tenancies. In order to avoid this and to resolve the issues, Karen talked to the customers about mediation. At first, both were unsure but Karen explained the process to them and they both committed to giving it a try. The mediators – who are an independent company - met with both parties and talked about their ongoing issues. They then were able to reach an agreement about how they could compromise going forward. This has meant that Midland Heart has not had to take any action and both Karen and the police’s time that was being used dealing with this feud can be used to deal with other issues in the community. Karen said: “It’s great to be able to deal with issues early on. If this had continued, things would have got gradually worse and could have even ended up with both parties in court or in trouble with the police. I’d recommend mediation to anyone as it allows disputing parties to reach an agreement independently.”
WHO’S WHO IN YOUR AREA? To contact your local Customer Involvement officer or Housing Team Leader, please call 0345 6020 540 and ask to be put through to the relevant person. Customer Involvement Officer Gareth Hopkins Housing Team Leader Sue Caley 33
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
Get into the Olympic spirit! With the Olympics on their way, customers are being urged to get into the sporting spirit and join in with a local games project. The ‘Community Games’ initiative aims to enable thousands of people to experience and create their own Olympic or Paralympic moment in their neigbhourhoods – a street, estate or block of flats. “We are very passionate about the customers that make up our communities and so want to host a series of events where you live over the spring and summer months. The games can be held on a weekend or in the school holidays,” said Anikah Miller-Ryan, Customer Involvement Officer. “It is important that the games are driven and shaped by a community and although an event can be facilitated by Midland Heart the community itself must be instrumental in its development and running.” This is a great opportunity for communities to come together to celebrate Olympic year… so why not get involved and join in the fun? If you would like to organise a community games event in Wolverhampton or the Black Country then please contact Anikah.
WHO’S WHO IN YOUR AREA? To contact your local Customer Involvement officer or Housing Team Leader, please call 0345 6020 540 and ask to be put through to the relevant person. Customer Involvement Officer Anikah Miller-Ryan Text/call on 07767 474 361. Housing Team Leader Dawn Finnan 34
Paul joins the team Paul Brown has recently swapped roles to become a Neighbourhood Housing Officer in Wolverhampton. A former Rent Payment Officer, he replaces Dawn Finnan who has been promoted to the role of Team Leader for Wolverhampton. Paul will cover the neighbourhood patch of Whitmore Reans and customers living in that area will have the opportunity to meet him at a variety of coffee mornings soon!
Dealing with nuisance The Wolverhampton housing team have joined forces with the mobile caretaker service and the police to put a stop to activities causing a neighbourhood nuisance. Local residents had complained about the high volume of people coming to and from a flat in the city. Customers raised concerns that these visitors included drug dealers and prostitutes. This was treated as a high priority by the team and the mobile caretakers carried out some initial observations. When it seemed that the residents concerns were correct, they contacted the police with their findings. “We carried on observing the property and even visited, disrupting the activities of the tenant. Due to the increased attention on his behaviour and that of his guests, the tenant handed back his keys and ended his tenancy so it was a very successful intervention,” commented Midland Heart’s Hannah Boyd (pictured).
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
Getting involved in Wolverhampton and The Black Country! New resident groups and a range of different neighbourhood activities are being arranged for you to get involved in across Wolverhampton and The Black Country. If you would like to help organise or be a part of a new community group in any of the following areas in Wolverhampton - All Saints, Pennfields, Pendeford, Whitmore Reans and Parkfields, as well as Walsall, Dudley and Halesowen, Anikah Miller-Ryan, your Customer Involvement Officer, would be delighted to hear your ideas. Tell us what YOU want to see happening in YOUR area? Here are a few suggestions/questions to get you started…. l Would you like to organise a community event? l Would you like a coffee morning in your area? l Would you like to set up a walking/activity group?
l Do you like books and would you like to set up a reading group? l Would you like to know how to get the most out of using social media? Benefits of getting involved in or setting up a group are: l £100 donation from Midland Heart to get you started l Administrative support from your Customer Involvement Officer l Financial support towards hiring of community venues l Free training opportunities l Entry into prize draw to win £50 shopping vouchers. There are many ways for you to get involved with Midland Heart. If you want to see things change where you live - share your ideas so we can work together to improve your area and make it a better place to live. Interested? Contact Anikah Miller-Ryan, Customer Involvement Officer
Getting ready for the Customer Carnival! It’s that time again where we begin preparing for our annual Wolverhampton Customer Carnival.
We had great feedback from last year’s event and we would like to make it bigger, better and lots more fun in 2012. Therefore we would like to get the opinions and ideas from our customers who attended last summer. We would like to set up a carnival planning group to help us identify what worked well and what didn’t work so well.
If you would like to be a part of this group and share your ideas then please let Anikah Miller-Ryan, your Customer Involvement Officer, know. .
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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.
Name Address
Send your entries to: Communications Team, Midland Heart, 20 Bath Row, Birmingham, B15 1LZ by May 26th 2012. The winner of the Spot the Difference competition from the last edition of Heartbeat is Miss A. Fella of Newtown, Birmingham.
Post code 5 2 ÂŁ WhiSntreet Voucher!
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If you would like help to access or understand any of our information call us on 0345 60 20 540 or email us at customer.servicecentre@midlandheart.org.uk