GEDLING www.gedlinghomes.co.uk
ISSUE 11 | AUTUMN 2011
HOMES
Our talented tenants are on course for success Gedling Homes’ tenants have become star students – with a recent graduation ceremony held to celebrate their success. Thanks to our partnership with New College Nottingham, we are able to offer tenants a wide range of free courses, including employability skills, IT skills and watercolour painting. Last year more than 135 training courses were accessed by tenants, helping them learn new skills and explore new opportunities. Donning their best dresses and suits for the occasion, tenants who completed accredited college courses were presented with their certificates at the ceremony by Jason Cannon, Head of Investment and Responsive Maintenance at Gedling Homes. Continued on page 2.
INSIDE
SATISFACTION SURVEY
BLOOMING GARDENS
Great Homes • Great Neighbourhoods • Great People
A BIG THANK YOU! WE ACHIEVE BEST EVER RESULTS FOR TENANT SATISFACTION!
According to annual tenant satisfaction survey results just released, Gedling Homes has achieved its best satisfaction ratings yet! Each year Gedling Homes asks you to give us your views on our services.This is called a Survey of Tenants and Residents (STAR). You may remember being contacted in August by the company who carried out this survey for us. Results for Gedling Homes show that overall, 93% of you are satisfied with our services. This places Gedling Homes among the top performing landlords in the country. First of all a BIG THANKYOU to everyone who gave up their time to answer these questions, it really does help us to shape our services and very importantly highlights those we need to improve. Watch out for upcoming features in this newsletter where we will look at the concerns you have raised and will let you know how we are acting on these concerns. As Lynn Clayton says: “A huge thank you to everyone who took part in the survey over the last few months- your views are so important to us and have helped us to achieve this fantastic result. It is great to hear how happy you are with our services. Please be assured, we will be looking at the ‘7%’ to see where things aren’t working so well and working to improve even further and hit that 100% mark!”
Thank you again to everyone who took part.
Our talented tenants are on course Thanks to the new skills and experience gained, Helen has secured a Tenant for success continued from front Sarah Harris, from our Customer Experience Team, said: “The graduation ceremony was held to recognise the achievements of the many tenants who worked hard over a number of weeks to achieve their qualifications and everyone had a great evening.” Helen Reyes-Minana, a Gedling Homes Tenant Representative and Tenant Inspector, has benefited from several training courses and achieved a Level Two and Level Three qualification from the Chartered Institute of Housing. 2
Liaison Officer role with our partner contractor, Morrison. Helen said: “The confidence I’ve gained as a result of Gedling Homes’ support has encouraged me to go on to take further qualifications which has helped me find employment. I’ve really appreciated all the training and support.” To find out more about how to join a course, please contact the Gedling Homes Customer Experience Team on 0115 905 1515 or email tenantinvolvement@gedlinghomes.co.uk
Sunshine fun for all the family Tenants enjoyed everything from bingo to the disco at the second Gedling Homes Community Involvement Day.
Building on the success of last year’s celebration, the event at Gedling House was open to all tenants and mixed fun, with consultation and support from local partner organisations, providing an informative and enjoyable day for all.
This year approximately 170 tenants attended and gave their views on a number of key areas for Gedling Homes, such as how we communicate, our ‘local offers’ (pledges on how we deliver services) and Choice Based Lettings. In addition, tenants were able to meet more than 14 local partner organisations including Gedling Borough Council, Age UK, Nottinghamshire Energy Partnership and Sure Start.
There were a number of free activities available including a climbing wall, bouncy castle, wildlife workshops, art events and face painting.
Beverley Mee, Tenant Participation Officer, said: “This day was a fantastic opportunity for tenants to see the work that Gedling Homes does throughout the year. By holding an event which was a mixture of fun and consultation, we aimed to reach as big an audience as possible. These Community Involvement Days have proved extremely popular and very useful for all concerned.”
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Just a reminder to all you fantastic photogra phers out there – we’ for News and Views re re looking aders to submit their amazing pictures for th Gedling Homes tenant e 2012 s’ calendar. We’re looking for pictur es that show Gedling lif e across all months of and it’s a great time no the year w for those autumnal shots. A panel of judges consider all the images will and pick the best 12 to be showcased in the ca There’s also a £50 vouc lendar. her up for grabs for th e best photo. Please email your digi tal photos to tenantinvo lvement@gedlinghomes you can post hard copi .co.uk or es of any photos to the Customer Experience Gedling Homes, Gedlin Team, g House, Wood Lane, Ge dling, Nottingham NG4 4AD. Please remember to se nd us your full contact details when submittin photograph so we can ga get in touch if we choo se to select your pictur be able to return any im e. We won’t ages so please only se nd us pictures that you want back or have a co don’t py of.
Put yourself in the
frame...
Vital funds benefit community clubs Two local clubs have been handed a major financial boost thanks to the Gedling Homes ‘Community Chest’. This is a special fund of £50,000 which can benefit local deserving projects up to a maximum of £5,000 each.
Among our latest awards, we have presented cheques to help fund a youth club at Netherfield’s St George’s Centre and the Sports Plus club for disabled children at Redhill Leisure Centre.
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If you’ve got a great idea which will improve your community and would like to apply for Community Chest funding, please contact the Gedling Homes Tenant Involvement Team on 0115 905 1515.
What’s on telly tonight?
GEDLING HOMES! Tenants are now able to stay in touch with Gedling Homes from the comfort of their armchair. Looking Local is a new free service accessed through digital TV and is initially being rolled out to customers of Sky, Virgin Media and mobile phone users. When the service is fully launched, eventually everyone with a digital TV will be able to view available properties, catch up on the latest news and events, report repairs or anti-social behaviour and request information and documents via your remote control. The channel will also show public transport times, job vacancies, NHS health advice and much more. This free service will be especially useful for people without internet access or for people who want to report issues without picking up the phone. Look out for the advertisement campaign coming soon with more details on how to use the channel. For further information contact the Gedling Homes Customer Experience Team on 0115 905 1515. You can access this service by following the pathways below We would love to receive feedback on our Looking Local site. Navigate yourself around our Looking Local site and then send your feedback via the contact form by the end of November for a chance to win £25.00 worth of shopping vouchers. The contact form can be found in the ‘Contact Us’ Section from the main menu.
Centenarian celebrations Winifred Norman celebrated her 100th birthday with friends and family at Foxhill Court and received a card from Her Majesty e Queen to mark the occasion. Gedling Homes and the Mayor of Gedling, Patricia Andrews, presented her with a bouquet of flowers. Many congratulations from all of us at Gedling Homes!
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Yo u sa id Yo u wan te d us to lo ok at ways we ca n di ve rt yo ung pe op le from an ti-s oc ia l be away h av io ur. We did We are sp on so ri ng an d engagi ng in a yo ut h co n fe re n ce ou r pa rt ners w hich al ong w it h is ta k ing pl ac e in O ct ob er.
Street Talk with Emma Greenall For this newsletter, Emma Greenall, a Family Intervention Project Worker with Gedling Homes, was interviewed by John and Mary Callendar. How long have you worked for Gedling Homes and what did you do before? I have worked at Gedling Homes for nearly five months. Before this, I worked at Connexions helping youngsters aged 13 to 19 with education and employment issues. I really enjoyed my job but unfortunately due to the economic climate I was made redundant. Luckily I found out about the role at Gedling Homes through a family I was supporting at Connexions. Can you tell me about the main aspects of your job? I support families that are at risk of being evicted because of anti-social behaviour. I work with a maximum of six families at a time. I work alongside all other support agencies like social services, linking all the agencies in together, with the aim of improving the family’s quality of life.
What are the biggest challenges you face on a dayto-day basis? My biggest challenge is working towards reducing the impact a family may have on a community. Every day brings fresh challenges. The families I work with often have complex needs and so it is a challenge to work out what will help them to best sustain their tenancy and fit into the wider community. Also often it is a case of taking things slowly so that behaviour change can be sustained. Neighbours obviously want to see immediate change but sometimes this is not always possible.
What do you most like about your job? I enjoy the intensity of my role. I like being able to get to the root cause of a family’s problems and make changes that improve their quality of life. I like having the opportunity to work with the whole family. In my old role at Connexions I was only able to work with young people and sometimes to tackle the underlining issue you need to work with and gain support from the whole family unit.
Away from work what are your interests? In my spare time I love shopping, especially finding bargains. I like eating out with my partner at nice restaurants. How does your job help I love to walk my two dogs, people in Gedling? It not only helps the family but Bertie and Rufus. I like going it helps the wider community to music concerts (and have seen Take That 12 times) and I as over time my work helps reduce incidents of anti-social like to see comedians and go back stage to meet them. I behaviour that affect neighbourhoods and the have met Lee Nelson, Jimmy wider community. Carr and Lee Mack.
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Protect yourself against uninsured loss During the cold weather last winter, several tenants experienced flooding, resulting in the loss of personal belongings as well as furniture. In several instances, the tenants were not insured and they lost not only valuable possessions but things of great sentimental value. The experience was devastating and the fact that they were uninsured added to their misery. Gedling Homes can assist you with obtaining home contents insurance at a reasonable cost, payable monthly, to give you peace of mind this winter. Applications forms are available by contacting Gedling Homes Revenues Team on 0115 905 1515.
A helpful hand around the house Gedling Homes is launching a new handy person scheme called Hands 4 Hire to help tenants with small DIY jobs around the home. The service is available to all tenants with clear rent accounts and costs ÂŁ17 per hour. You must supply the materials required for the job, for example a curtain pole or shelf. If you cannot supply the materials, we may be able to help but this will carry an additional charge. To use Hands 4 Hire, please email hands4hire@gedlinghomes.co.uk or contact the team on 0300 0300 400.
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Join us for some DIY SOS You can learn how to carry out some routine maintenance around the house at a forthcoming Gedling Homes DIY taster day, arranged with our partner contractor Morrison. The event takes place at the Richard Herrod Centre, Foxhill Road, Carlton, between 10am and 3pm on 7 November 2011. You will be able to have a go at minor household repairs to learn some handy new skills - try out decorating, tightening up kitchen cupboard doors, mending gates and latches, attending to stiff locks or changing a lock. You don’t need any equipment – just come along, have a go at the DIY skills on offer and enjoy a coffee with us.
Twelve months of progress
GEDLING
gress Report 2011 Gedling Homes Pro
HOMES
? How are we doing
Our latest Gedling Homes Annual Report covering 2010-11 is now available for tenants to read. It highlights performance across all our services over the past year and can be accessed from the www.gedlinghomes.co.uk website or by contacting the Gedling Homes Customer Experience Team on 0115 905 1515.
Free advice available People aged over 60 who are looking for advice and support on issues like fitting smoke alarms, arranging home repairs, keeping your home warm or claiming benefits can contact a free helpline. First Contact covers the Gedling area and other local boroughs and can be contacted on 0115 914 8567 or by emailing Arun Lall at alall@rushcliffecvs.org.uk. 9
morrow for this welcoming home A brighter new to Lynne Welch, from the Re-lets Team, along with caretakers Richard, Danny and Ben, performed a bit of make-over magic in a property that had been empty for a number of months. All rooms got a fresh coat of paint to brighten up the property and increase its chances of being re-let. The work was carried out on one of the hottest days of summer and completed within a day so a big well done to all involved.
Brian tops the voting as our new Tenant Board Member
Congratulations to Brian Fisher who was voted onto the Board of Gedling Homes as a Tenant Board Member in the recent elections. 1,137 votes cast were cast nearly a 30% turnout) and Brian was successful in obtaining 438 votes. Long-time Arnold resident Brian retired in 2003 from his work in the textile trade as a branch and national sales manager. In 2008 he became a Tenant Representative on the Gedling Homes Core Panel, interviewing prospective future suppliers like Frank Haslam Milan, TS Heating and Bullock Construction to carry out renewals of kitchens, bathrooms and heating. Brian also brings a range of other relevant experience to the Board in his work as a Tenant Inspector, ensuring that standards are maintained in improvement works in houses and flats. Brian’s election means Doreen steps down from her role on the Board, with a proud track record of achievement. Carlton-resident Doreen has contributed to the work of Gedling Homes in a number of ways including attending Tenant Consultation Panel meetings as a Tenant Member and supporting the local Tenants Group at the Court where she lives. Doreen is trained in tenant rights, managing anti-social behaviour and community involvement and is looking to set up a tenants’ website.
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We would like to say a big thank you to all three candidates for putting themselves forward and contributing to the work of Gedling Homes over many years.
Ending a tenancy the right way Each month around 30 properties become empty following the previous tenant leaving or passing away. Some tenants and family members are confused about the right way to end a tenancy, so here are some frequently asked questions with answers. How do I terminate my tenancy? This must be done in writing, normally by completing a termination of tenancy form, available from the Customer Contact Centre in Arnold’s Civic Centre or by phoning the Gedling Homes Re-lets Team on 0115 905 1515. Ending a tenancy on behalf of someone who has died If a tenant has died, the tenancy will be terminated on the Sunday following receipt of the keys. When asking for a form, please ensure you tell us that you are terminating a tenancy on behalf of a tenant who has died. You should also contact the Housing Benefit section of Gedling Borough Council on 0115 901 3970 as benefit is not paid following the death of the tenant. Can I end my tenancy by just returning my keys? No - you must give four weeks notice in writing in accordance with your tenancy agreement, otherwise you may incur further rent due to the processes we have to follow. It is always four weeks notice in writing unless you are ending the tenancy of someone who has died. I’m ready to move out straight away You must give us four weeks notice in writing but you can complete a form giving us permission to enter during your notice period. This may mean we re-let in less than the four weeks and can reduce the rent you have to pay. I can’t fully empty my property - what should I do? You should leave the property free from all belongings and any rubbish. If we have to remove any unwanted items or rubbish a re-charge is applied. You may leave carpets if they are in good condition. For any other questions, contact the Gedling Homes Re-lets Team on 0115 905 1515 or email enquiries@gedlinghomes.co.uk
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Everything in the gar Stunning gardens and beautiful baskets adorned Gedling this summer in our annual ‘Blooming Gardens’ competition. The colours and planting arrangements were
School Abbey Gates Primary
outstanding and this year we were delighted to open up the event to local schools. Ten schools took part and the standard was incredibly high with the winning pupils from
Arnold Hill Primary Sc hool
Arnold View Primary School shown celebrating here.
Netherfield Primary School
1st
o Primary Scho w ie V ld o n r A 12
l
rimary P d o o w e in P
School
rden’s coming up roses
Priory Primary School
Richard Bonnington Pr imary School
Standhill Primary School
chool
unior S Westdale J
Pr Woodborough Woods
imary School
Mr & Mrs Merryweath er
Mr & Mrs Merryweather
Court Westmoore 13
Children go green with their building ideas Grand housing designs featuring innovative eco ideas have been produced by pupils at Arnold Hill Technology College – in an initiative sponsored by Gedling Homes and our partner contractor Frank Haslam Milan. The pupils had to present their eco villages in a ‘Dragon’s Den’ style so they could demonstrate environmentally-friendly approaches within the construction industry. Gedling Homes and FHM provided materials for the school challenge and vouchers for the winning designs. A big well done to everyone who took part and showed such amazing ideas.
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Glowing review for the supply of electric fires We’re always looking at different ways of providing services and buying items for residents’ homes to ensure we get the best value for money from our spending. Our Investment Team were supported by a number of local residents in a recent review of an alternative kitchen manufacturer. The review considered many aspects like cost, quality and future maintenance and concluded that a change was not required at this time. Elsewhere though a review of electric fires has identified a cost-effective new supplier. We’d like to thank all the tenants who have taken part in these reviews – your time and views are greatly appreciated.
New look for decoration scheme
Gedling Homes will soon launch a new decoration allowance scheme for residents who have had significant works undertaken at their home. The new scheme, in partnership with Johnstone’s Trade Paints is set to launch in early November 2011. Residents can choose paints and materials in the comfort of their own home and order over the phone and get free home delivery or visit the Trade Centre in Carlton. There will also be the option of exchanging your voucher points for a painter and decorator to visit and help re-decorate. Brian Drake, Investment Manager with Gedling Homes, said: “This is a new, innovative and more accessible way of delivering a service for residents which will hopefully be a massive success.” 15
Help with managing your money Managing your money can feel increasingly difficult nowadays with rising prices and pressures on our purses. To help tenants take better control of their budgets, Gedling Homes has teamed up with the Money Advice Service. You can visit the website www.moneyhealthcheck.org.uk for a personal action plan to help you stay on top of your money or you can contact the Gedling Homes Revenues Team on 0115 905 1515 for some leaflets with top tips. Furthermore, we will soon be offering money and financial awareness sessions specifically for our customers. Why not give us a call today to register your interest in attending a free course designed to help you maximise your income?
Welfare Reform: what you need to know The Welfare Reform Bill, currently going through Parliament, is set to see a Universal Credit made as a single welfare payment for working age households. The intention is that this payment – which will include Housing Benefit – will be paid directly to tenants. Tenants would then have to manage their income and set up processes to pay their rent to Gedling Homes. This is a significant change to the current system in which many tenants choose to have their Housing Benefit paid directly to Gedling Homes. As your landlord, we are concerned that by making these changes the Government is overriding tenants' freedom of choice at how they manage their money and that it will lead to increased debt and arrears. A number of organisations have got together to call for legislation to include the right for tenants to choose direct payment. Gedling Homes’ aim is to help these organisations lobby for the right for tenants to have their benefits paid directly to their landlord. Tenant support with this campaign is vital. If you are concerned about the impact of these proposals, you can contact the Gedling Homes Customer Experience Team on 0115 905 1515 or visit the website www.housing.org.uk - click on ‘Campaigns’; then select ‘Contact your MP’ under ‘Unfair Housing Benefit Changes’. You will then be given advice on how to contact your MP to support the campaign; either via telephone or email.
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Important Housing Benefit changes on their way Are you a tenant of working age and do you receive Housing Benefit to help with your rent? From April 2013, the Government is proposing to reduce the amount of Housing Benefit paid to working age tenants who have spare bedrooms in their homes. If you have a spare bedroom, it is expected that the amount of Housing Benefit you receive is likely to be reduced by £14 per week or more. It will be up to you to pay more to your landlord to make up the reduction in Housing Benefit. The definition of working age is changing but from April 2013, it is likely to apply to someone aged less than 61 years and six months. The changes will affect people in different ways. They depend on the number of bedrooms you have and may apply if you are living alone, a couple or a family. You should start to think now about how you would cope with this change in Housing Benefit and how you would afford rent payments. You can call the Gedling Homes Revenues Team on 0115 905 1515 for help and advice. We also have a benefits calculator available on the website www.gedling homes.co.uk so you can check you’re claiming all the benefits you’re entitled to.
Rent and service charges: important update Did you know that your rent may be made up of ‘basic rent’ and ‘service charges’? Gedling Homes is breaking down your rent to show the service charges and will be contacting you shortly to let you know if you are personally affected - this will not apply to everyone. We will be sending out leaflets setting out the changes and providing information on the services that are provided to properties and the cost of those services. If you have any questions, please call Gedling Homes Revenues Team on 0115 9051515. 17
Cracking down on anti-social behaviour At Gedling Homes we are committed to tackling anti-social behaviour. Did you know that last year (April 2010 to March 2011) •
We had 165 reports of anti-social behaviour – up from 85 in the previous year. We believe the increase was due to improved monitoring by us rather than a rise in nuisance behaviour. Nearly seven out of ten cases relate to noise nuisance from tenants. The problem is not even across the borough – unfortunately some parts of Arnold, Carlton and Netherfield suffered more than other areas. As a result, we have held additional estate inspections in these areas. We have also sent out more warning letters this year and taken out more legal proceedings against tenants who have been acting irresponsibly.
• •
Some useful tips to remember are: • •
Get to know your neighbours Think about your neighbours when you are doing something noisy. If possible, let them know beforehand and make sure that you do anything noisy at a reasonable time of day Be co-operative if a neighbour asks you to reduce noise If you are disturbed by someone else’s behaviour, politely and calmly discuss it with them to come to an agreed solution Keep your pets under control.
• • •
To report anti-social behaviour please call the Gedling Homes Tenancy Services Team on 0115 905 1515 or 0808 145 6555 (24 hours).
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WORKING WITH PARTNERS IN NETHERFIELD We are continuing to work with partner organisations to tackle on-going anti-social behaviour problems in a small part of Netherfield. The police, Gedling Borough Council and education services are linking with us to address the problem which is being caused by a small minority of tenants. Should any residents in or around the Dunstan Street area have any information that will help us reduce this anti-social behaviour, please contact the Gedling Homes Tenancy Services Team on 0115 905 1515.
Staff support resident to clear out the clutter Neighbourhood Management Officers from Gedling Homes have been conducting annual tenancy audits with tenants for more than a year – and are now aiming to carry out 1,000 a year.
Before
The audits provide an opportunity for staff to support tenants in being able to manage and sustain their homes. Recently we worked with a tenant, Mr Deslandes of Carlton, and helped de-clutter his flat with the support of partner organisations. Mr Deslandes said: “Initially when the Neighbourhood Management Officer visited I had reservations on accepting the help and advice regarding my tenancy but the officer allowed me time to accept the idea and I was convinced I could trust Gedling Homes.
After
“Since the work has been carried out I have received ongoing support from my Neighbourhood Management Officer. I feel as though my life has been transformed. I now have a spring in my step and feel revitalised. I would actively encourage others in similar situations to accept the help of Gedling Homes.” 19
Sheltered scheme ‘walk and talk’ sessions We hold ‘walk and talk’ sessions at all of our sheltered schemes every three months. You can use these sessions to talk to your Neighbourhood Management Officer about any issues. While walking around your scheme, you can show us anything that you may wish to bring to our attention, for example, overgrown trees that are blocking out light from your home. Please come along and meet your Neighbourhood Management Officer and share your thoughts on your home.
Neighbourhood Management Officer Surgeries Our Neighbourhood Management Officers hold monthly surgeries on your estates. You can pop along and meet us and raise any concerns at any of the following venues:
Estate Inspections Our Neighbourhood Management Officers would like you to join them on their estate inspections. These inspections are used to look for issues such as overgrown gardens graffiti or other issues of concern in your area that you may wish to bring to our attention. Tenants are invited to accompany us on these inspections as it is your opinion that counts. If you need any further information about the inspections, or to discuss the area being walked please contact the relevant Neighbourhood Management Officer for your area on their mobile telephone number below.
Tenant Involvement Our Customer Experience team hold a number of meetings to gather the views of our tenants in many key areas. All tenants are welcome to attend. If you would like more information about how you can get involved please contact a member of the Customer Experience team on 0115 9051515.
OCTOBER TUES 4TH
WED 5TH THURS 6TH WED 12TH THURS 13TH TUES 18TH WED 19TH THURS 20TH TUES 25TH WED 26TH 20
10am - Moyra House - Malcolm Bullard 10.30am - Rushcliffe Avenue - Karen Wright 10am - Investments Customer Experience Forum - Gedling House 10am - Netherfield. Bourne Mews - Meet in the car park near Britannia Court 9.30am - Westmoore Court - Naomi Davy 10am – 12pm - Netherfield St George’s Centre - Richard Quinn 9.30am – 11.30am - Newstead Village Community Centre - Naomi Davy 1.30pm - Moreland Court - Karen Wright 10am - 12pm - Sounding Board Meeting - St Andrews House 2pm - Seagrave Court - Malcolm Bullard 10am - Britannia Court - Richard Quinn 10am - Nabarro Court - Naomi Davy 10.30am - Carlton. Foxhill Road. Meet outside Carlton Central School 10am - 12pm - Customer Experience Service Improvement Panel - St Andrews House
11am – 12.30pm - Gedling The Ark Wollaton Avenue - Karen Wright TBC - Foxhill Court - Richard Quinn
NOVEMBER WED 2ND THURS 3RD
MON 7TH TUES 8TH THURS 10TH TUES 15TH WED 16TH THURS 17TH WED 23RD THURS 24TH
10am - Ernehale Court - Malcolm Bullard 10am - Walton Court - Richard Quinn 1pm - Cavendish Road - Karen Wright 10am – 12pm - Netherfield St George’s Centre - Richard Quinn 2pm - 4.30pm - Newstead Village Community Centre - Naomi Davy 10am - 12pm - DIY Day - Richard Herrod Centre, Carlton 1.30pm - 3.30pm - Sheltered Housing Forum 10am - Lendrum Court - Naomi Davy 10.30am - Carlton House - Karen Wright 10am - Tavill Field - Malcolm Bullard 10am - Orchard Court - Richard Quinn 10am - St Andrew’s House - Naomi Davy 11am – 12.30pm - Gedling The Ark Wollaton Avenue - Karen Wright 11am - Arnold. Oxclose Lane. Meet on the corner of Danes Close - Naomi Davy 10am - 12pm - Equality & Diversity Forum - Gedling House
TUES 29TH
10am - 12pm - Neighbourhood Service Improvement Panel - St Andrews House
WED 30TH
10am - 12pm - Tenants Consultation Panel - St Andrews House 11am - Bramble Court - Karen Wright
DECEMBER THURS 1ST
WED 7TH THURS 8TH TUES 13TH WED 14TH
TUES 20TH WED 21ST
10am - Coronation Street - Malcolm Bullard 10am – 12pm - Netherfield St George’s Centre - Richard Quinn 9.30am – 11.30am - Newstead Village Community Centre - Naomi Davy 10am - Roe Hill - Naomi Davy 10am - 12pm - Sounding Board Meeting - St Andrews House 2pm - Arnold. Meet on the corner of Gedling Grove outside Brookfield Court - Malcolm Bullard 10am - Bailey Court - Richard Quinn 11am – 12.30pm - Gedling The Ark Wollaton Avenue - Karen Wright 10am - 1pm - Repairs Experience Forum - Gedling House 1.30pm - 3.30pm - Sheltered Housing Forum Christmas Party - St Andrews House 2.30pm - 4.30pm - Tenant Consultation Panel Christmas Party - St Andrews House
KEY BLUE - SHELTERED SCHEME WALK & TALK SESSIONS RED - NEIGHBOURHOOD MANAGEMENT OFFICER SURGERIES GREEN - ESTATE INSPECTIONS PURPLE - TENANT INVOLVEMENT
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Bonfire Night Wordsearch You can win £25 in vouchers in our Bonfire Night wordsearch. GUYFAWKES BONFIRE RIDES CANDYFLOSS FIREWORKS
SPARKLERS WALTZERS GOOSEFAIR HAT BIGWHEEL
Send completed entries to us and a winner will be picked from the correct entries received by Friday 11th November Return to: Wordsearch Competition, Gedling Homes, Gedling House, Wood Lane, Gedling, Nottingham NG4 4AD
X R D U Z V M C G E N E S S L
J H I L R X F O A Z R B R F X
Y X S T H K K G R AWO C F W N X E A U R C I I O L F G K I WC B I H E E L K R D O C O Z
R I D E S B S T V T I O R K O
C A N D Y F L O S S G R A E P
B R S H B B J E O W W C P R V
S O T U J Z K D A G H K S Z C
H A N E E W V L E Q E X G A R
H O H F A B T C O K E Q D U H
Z G B F I Z P E L Y L Q C X C
M W Y T E R B V H F I B S K L
G U C R Z E E K V P C U Y U G
G T S L O E U B A O C X A S U
Name: ................................................................... Address: ................................................................ ............................................................................... ............................................................................... Telephone: ............................................................
Competition winners Mrs J Catchpole £25 Tesco voucher for completing a satisfaction survey
Mrs E Alvey
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Winner for last newsletter’s wordsearch £25 Asda voucher
How are we performing? We want to let you know how Gedling Homes is performing - the areas in which we are doing well and the areas where we need to improve. The chart is colour coded as follows: Green - We are achieving our target Amber - We are within 5% of our target Red - We are not achieving our target You asked us to measure
We We aim to achieve achieved
Customers satisfied with investment works
97%
98.4%
Customer satisfaction with responsive repairs
97%
91.0%
Responsive repairs works undertaken Right First Time
93%
92.4%
All responsive repairs completed on time
97%
98.39%
Customers satisfied with gas servicing
97%
88.9%
Rent collection rate – rolling 12 month
99.8%
99.73%
Re-let time - general needs and sheltered properties
25 days
25.9 days
The percentage of complaints replied to in 5 days
5 days
83%
Customers reporting a complaint who were satisfied 80% with how we dealt with it
78.5%
Customers reporting ASB who were satisfied with how we dealt with their complaint
74%
80%
How we are performing
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This information is available in large print, audio and Braille. This information is from Gedling Homes. If you can tell us which language you speak, we will arrange for an interpreter. Or you can ask a friend or relative to phone us 0115 905 1515.
Chinese
Gujurati
Kurdish
Urdu
Polish
CONTACT US
By sending us an e-mail: General enquiries enquiries@gedlinghomes.co.uk Tenant Involvement tenantinvolvement@gedlinghomes.co.uk
By writing to us at: Gedling Homes, Gedling House, Wood Lane, Gedling, Nottingham. NG4 4AD In person: Please visit our Customer Contact Centre on the ground floor at: The Civic Centre, Arnot Hill Park, Nottingham, NG5 6LU The opening times are 9.00am to 5.00pm Monday to Thursday and 9.00am to 4.30pm on Friday By phone: 24/7 Repairs line 0300 0300 400 Rent Payments 0161 331 2224
Anti Social Behaviour (24 hours) 0808 145 6555 Lifeline Enquiries 0115 969 2104
For all other enquiries please ring 0115 9051515 and ask for the team you want to speak to. 24 IPB - News & Views Newsletter Dec 09.indd 16
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