GEDLING www.gedlinghomes.co.uk
ISSUE 10 | SUMMER 2011
HOMES
Countdown to our ’fab fun’ day!
Following the huge success of last year’s Tenants Community Involvement Day, we are pleased to announce that we will be holding the event again this year on Saturday 3 September. It’s a great day out for all the family with a host of fun have-a-go attractions including a climbing wall, bouncy castle, wildlife workshops and gedling play forum. There will also be a range of information stalls including advice available from organisations such as the fire service and Age UK. Make a date and join in the fun! Everyone who comes will be entered into a prize draw to win over £250worth of prizes. If you would like to visit, then why not return the pre-paid postcard enclosed with your newsletter to the Gedling Homes Tenant Involvement Team.
INSIDE THIS ISSUE
Great benefits for Gedling Homes tenants
Street Talk with Jane Berry
T EN M T ES L& INV ECIA S SP PAIR K RE DBOO N IS HA H TH WIT ITION ED
Gedling Homes Great Homes - Great Neighbourhoods - Great People
Apprentice is told ‘you’re hired!’
Gedling Homes has teamed up with several other organisations in the area to fund a young apprentice who has been described as “a community asset”.
Jamie Price has thoroughly impressed his colleagues at The Netherfield Forum, a self-funded community centre with which Gedling Homes has strong links, but he faced an uncertain future after funding for the position from the Future Job Fund finished. Our Tenant Involvement Team decided to contribute £100 to The Netherfield Forum’s appeal for support for Jamie’s wages so that he could continue his great work at the St George’s Centre. Local businesses and money received from other grants are now funding Jamie’s wages for a year. Jamie said: “I am extremely pleased and thankful to Gedling Homes for supporting my apprenticeship and am looking forward to gaining my NVQ in Customer Services while at the Centre.” We’re only too happy to help and wish Jamie every success in this venture.
Bon appétit as tenants
enjoy a foody treat!
Sheltered Housing Tenants from Tavill Field in the Killisick area became super chefs thanks to a visit from the local Food Initiative Group. They were joined by volunteers from the Killisick Youth Group to hear from Luke Daley, public health nutritionist, about enjoying a healthy diet. They prepared and cooked a tasty meal for tenants – a mouth-watering chicken in sweet and sour sauce with rice followed by a chocolate and pear sponge pudding. Tenants were also provided with recipes for affordable, healthy and tasty meals that they could cook in their own homes.
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A pair of diamonds 1951 – the year when Winston Churchill was re-elected Prime Minister, A Streetcar Named Desire became a box office smash and the King and I opened on Broadway… and also the year in which Gedling Homes tenants Mr and Mrs Fardell got married. In April this year the happy couple celebrated their diamond wedding anniversary, marking 60 years together. Among the greetings were a bouquet of flowers organised by Gedling Homes rent collector Mark Murden and a personal card of congratulations from the Queen! The couple have lived in their home in Coronation Walk since 1953 where they have brought up five children. Coronation Walk has played a large part in Sheila Fardell’s life as she was the first deputy warden at the bungalows in the Fifties before the first permanent warden was appointed. The couple have always been very active in the local community, arranging clubs for residents and trips out. And do you want to know their tips for a successful marriage? The Fardell family response is to “love and look after one another”. Many congratulations to you both from Gedling Homes.
STOP PRESS!
NETHERFIELD NEWS HOUNDS ON THE CASE!
event from a child’s perspective. They will now be given disposable cameras to take pictures at the Community Involvement Day for their event write-up in a future edition of News and Views. Teacher Rebecca Simpson The inquisitive visitors from said: “This kind of work is Netherfield Primary School great at helping improve the also provided many great ideas children’s literacy and about how to improve the communications skills.” A press gang of eager young journalists descended on Gedling House, headquarters of Gedling Homes, to quiz staff about the forthcoming Community Involvement Day on September 3.
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Moving up a level Did you know that Gedling Homes offers FREE training courses to our tenants? Do you want to benefit from learning useful new skills and get the chance to meet new people? We offer a range of free courses from basic IT to water colour lessons. In addition we also offer recognised qualifications in housing for anyone wishing to get involved in our services. This September we are again offering the opportunity for tenants to complete the Chartered Institute of Housing Level 2 qualification in Housing at a local college. Participants will be able to share experiences with others and learn new skills. To find out more about this or any other of our training opportunities, please call Gedling Homes Tenant Involvement Team on 0115 905 1515 or email tenantinvolvement@gedlinghomes.co.uk.
THE F
CUS IS ON YOU!
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ISSUE 10 | SUMMER 2011
Tell us your views – and win prizes During July a research company called ‘explain’ will be telephoning a random sample of tenants to find out what you think about Gedling Homes services in our Star Survey. It’s a really useful way for us to find out what’s working well and what needs to be improved. In the phone call of about 15 minutes, the research company will introduce themselves and explain they are acting on behalf of Gedling Homes. If you are in any way concerned please contact us on 0115 905 1515. To thank you for your time, all those who complete the survey will be entered into a prize draw with the chance to win £150 in high street vouchers. Elsewhere, Gedling Homes and Morrison FS, our responsive maintenance contractor, have introduced a prize draw to encourage as many customers as possible to complete customer satisfaction forms when they have maintenance works completed in their home. The draw will take place every three months. The winner of the first £25 prize draw was Jayne Smith of Arnold.
Inspectors are on the case
Would you be interested in checking the quality of Gedling Homes services as a Tenant Inspector? Over the last year our team of Tenant Inspectors have been checking the quality of our grounds maintenance service, the quality of our re-let properties and our customer satisfaction. They have just produced their first scrutiny report regarding our relets process, making recommendations to improve our service to our re-lets and repairs team, management team and our Board. The Tenant Inspectors have also formed a Gedling Local Offers team, responsible for checking whether we are delivering the Local Offers we made to you (highlighted in our last newsletter). If you would like any more information about how to become a Tenant Inspector or a copy of any of the reports, please call Gedling Homes Tenant Involvement Team on 0115 905 1515.
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Street Talk with Jane Berry For this newsletter, Lindy Mee, a Tenant Board Member with Gedling Homes, met Jane Berry, Customer Contact Officer, to find out more about her job. Can you tell me about how long you have worked for Gedling Homes and what your job as a Contact Centre Officer involves? I’ve worked at the Contact Centre for two-and-a-half years, on a temporary contract since the Centre opened, but I have now been appointed to the position permanently which has delighted me as I am very happy working here. There are two other members of staff at the Contact Centre with me and we are a point of contact for our tenants and members of the public. We take calls and deal with queries which can be about rents, tenancy advice, anti-social behaviour, benefits, insurance and improvements, in fact anything housing related. We also liaise with staff at Gedling
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House, contractors and outside agencies. We help to point people in the right direction to assist them with all their enquiries, so I guess you could say we are a onestop shop.
different and varied. I especially like signing up new tenants as people are getting a new home that they want.
Would you say that you are able to deal with all enquiries at point of contact then?
Nothing at all, I’m glad to say I always look forward to coming to work and feel I have a very satisfying and fulfilling job.
Generally speaking, yes we can, but on the odd occasion where we are unable to deal immediately with a query we are always able to direct the person making the enquiry to someone who can assist them.
Anything you don’t like about your job?
Can you tell us what you like to do away from work?
I have a static caravan at Tattershall Lakes where I spend most weekends with my family. I have just acquired a cocker spaniel and he loves What is it you most like about going there with us. I am quite sporty so when I’m the job? there I jet ski, go bike riding, I love meeting people and feel swimming and walking. that I am incredibly well suited to the role as every day is
ISSUE 10 | SUMMER 2011
Feedback forum You said You wa nte d us to con duc t est ate ins pec tio ns out side of off ice hou rs. We did We have arranged for est ate ins pec tio ns to be car rie d out in the eve nings dur ing summe r.
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Great benefits for Gedling Homes tenants Tenants are half-a-million pounds better off thanks to the Revenues Team at Gedling Homes. Kay Hargreaves is a Welfare Rights Adviser at Gedling Homes whose job is to maximise tenants’ income by advising and assisting them with how to claim the full range of welfare benefits they are entitled to. And that’s great news for one man from Arnold and his dog. Kay helped Arnold resident Brian Chadwick increase his weekly household income by £30 recently, meaning she has now secured more than £500,000 of benefits for tenants in the past two years. The weekly increase may sound like a small amount, but it led to reduction in council tax and an increase in housing benefits for Brian, 72, who suffers from severe back problems and limited mobility following a serious accident at work. Kay said: “Many people don’t know the range of benefits that are out there, regardless of whether they can claim them. The claiming process is often complicated and daunting, together with a general uncertainty regarding welfare reform, many of my clients are very worried. I get an enormous sense of satisfaction from assisting people like Mr Chadwick.”
£450,000 £400,000 £350,000 £300,000 £250,000 £200,000 £150,000 £100,000 £50,000
For further information on benefit entitlement or general support about your rent account, contact Gedling Homes Revenues Team on 0115 905 1515. The work of the Revenues Team was recognised by nomination for an award at the national 2011 Housing Heroes awards scheme. The nomination was based on the innovative approach to collecting bills and treating customers as individuals with differing needs and varied financial circumstances.
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ISSUE 10 | SUMMER 2011
Easing the strain on household budgets As an alternative to paying expensive high street retail store credit rates, have you ever considered approaching your local credit union for help? Nottingham Credit Union has teamed up with Co-operative Electrical Online Shop to provide low cost loans for electrical goods without the need to have to take out expensive insurance policies. This can be a useful alternative to shopping at ‘rent to own’ retailers which can offer hire purchase deals with typical interest rates of 29.9% APR as well as expensive payment insurance schemes, meaning the final cost can often be far higher than the value of goods. Charles Rayner, Gedling Homes Revenues Manager, said: “Some ‘rent to own’ retailers offer expensive deals to people with poor credit ratings who think they could not get them elsewhere. “Credit union members can get a low cost loan regardless of status as they don’t turn you away even if you have a poor credit history. Choosing a credit union loan over a high street retailer could save you hundreds of pounds.” You can contact Nottingham Credit Union on 0115 828 3121, email info@nottinghamcu.co.uk or visit them at 69 Maid Marian Way.
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Getting your Just Rewards Our Just Rewards scheme is an exciting initiative which recognises and rewards good tenants. Did you know that with Just Rewards, you could be in with a chance of winning ÂŁ200 of high street vouchers or gardening services or the use of a handyman service for half-the-day? All you need to do is to have a clear rent account after the non-payment week on 29th August and have not breached any of your tenancy conditions, which includes your rent account. This means tenants, including those in receipt of Housing Benefit, must have a rent account that is in credit, have a clear balance or have an up-to-date payment plan. In addition there must be no complaints such as causing noise or nuisance or having an untidy garden. The first winner of the Just Rewards scheme, who lives in Arnold, has just received their prize and you could be the next lucky winner.
Non-payment weeks at August bank holiday As we look forward to the summer bank holiday we have a non-payment week starting on 29th August 2011. However, if you are in arrears with your rent you will need to carry on paying during these non-payment weeks. If you have had a Court Order for rent arrears then it is essential that you pay the agreed amount by the court during the non-payment weeks or you could risk losing your home. If you require any advice regarding your rent, would like to make a payment arrangement or request a Housing Benefit form, please phone the Gedling Homes Revenues Team on 0115 905 1515 or drop into our Customer Contact Centre. 10
ISSUE 10 | SUMMER 2011
How we compare The last issue of News & Views told you about some changes in the way rents are calculated and the increase in rent from April 4th 2011. This table shows how our rents compare to other registered providers in the Gedling area (as at the end of March 2010).
GROSS RENT The total amount paid including both net rent and service charge GEDLING HOMES AVERAGE
OTHER LOCAL HOUSING ASSOCIATIONS
DIFFERENCE
BEDSIT
£60.68
£79.23
-£18.55
ONE BEDROOM
£54.48
£72.37
-£17.89
TWO BEDROOM
£58.03
£75.99
-£17.96
THREE BEDROOM
£64.23
£80.73
-£16.50
FOUR + BEDROOM
£71.08
£86.70
-£15.62
OVERALL AVERAGE
£59.53
£78.51
-£18.98
Source - www.rsrsurvey.co.uk Note - The figures are based on rent collected over 52 weeks. Most of Gedling Homes rent is collected over 48 weeks, so the actual weekly amount is higher.
Keep a check on your energy bills Tenants are being urged not to pay over the odds for gas and electricity – at a time when prices seem to be continually rising. My Home Energy Switch, a financial inclusion partnership between the National Housing Federation and uSwitch.com, lets you compare all energy suppliers to make sure you’re getting the best price for your gas and electricity. You can visit their site at www.myhomeenergyswitch.org.uk or call the freephone number 0800 051 5346. 11
‘As kin g
lesson on anti-social behaviour with a difference has been delivered to Netherfield Primary School.
b r iou av eh
e h t
’ about antie c n soc ie d ial au A
Based on the TV game show ‘Who wants to be a Millionaire?’ Gedling Homes staff staged an interactive quiz called ‘Who Wants to Live Over There?’
‘Who Wants to Live Over There?’ In the role of Chris Tarrant, Mark Vasey, Tenancy Services Manager, and Jackie Gill, Tenancy Enforcement Officer, educated three classes about the negative impact that anti-social behaviour can have on communities. Paula Taylor, Assistant Head Teacher, said: “We really appreciated Mark and Jackie coming into our school and speaking to the children about this important message. They really enjoyed the occasion and the quiz was a fun way for them to learn.” Other schools interested in a visit can call Gedling Homes Tenancy Services Team on 0115 905 1515.
Emma joins the team A new Family Intervention Project Worker, Emma Greenall, has joined the team to work with families at risk of losing their home through eviction for persistent anti-social behaviour. Now in its second year, the project team has proved to be very successful in supporting families to address their disruptive behaviour. If anyone is experiencing anti social behaviour from a Gedling Homes tenant then please call the Tenancy Services team on 0115 9051515 12
ISSUE 10 | SUMMER 2011
Eviction for growing cannabis A Netherfield tenant is being evicted for growing cannabis plants in their property. Mark Vasey, Tenancy Services Manager, said: “We will not tolerate our properties being used for any illegal or immoral purposes. The vast majority of our tenants are decent and law abiding and I am sure will welcome the action we have taken.� Should anyone have concerns that a Gedling Homes property is being used for illegal or immoral purposes then please call our Tenancy Services team on 0115 9051515
Cracking down on criminals Gedling Homes has been quick to react to the problem caused by arsonists at Walton Court in Carlton, teaming up with the police and fire service. While the incidents are being investigated, we have made the housing block safe and secure and have added new security measures including closed circuit TV cameras and new security doors. Our neighbourhood management staff have also been undertaking daily patrols of the court. If you have any information about the recent fires, please call Gedling Homes Tenancy Services Team on 0115 905 1515. 13
Litter-pickers hit the streets Gedling Homes staff have been busy brightening up the Netherfield neighbourhood by cleaning local streets and communal areas of rubbish. They were joined in the task by colleagues from Gedling Borough Council and Morrison FS, Gedling Homes’ responsive maintenance contractor. Team members were pleased to see improvements in the area since the last litter sweep in November 2010. Pictured are the litter picking team which includes Jackie Gill, Tenancy Enforcement Officer and Richard Quinn, Neighbourhood Management Officer from the Tenancy Services Team getting ready to collect litter in the area.
New team digging in
Gedling Homes now has a dedicated team of grounds maintenance staff who will be doing all our grounds maintenance works at the sheltered schemes and communal areas. By providing us with a dedicated set of workers, Gedling Borough Council has shown they are committed to providing a consistently high standard of work for our organisation and tenants. As a reminder, tenants are expected to keep their gardens in a clean and tidy condition. We have a garden maintenance scheme which tenants can apply to join for a small fee each week if you are struggling to look after the greenery. If you are unsure about any tree or garden maintenance issues, please call our Gedling Homes Tenancy Services Team on 0115 905 1515.
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ISSUE 10 | SUMMER 2011
Michelle’s move is a first for new scheme The first tenant to use a new lettings scheme in Gedling has moved into her new home. Michelle Briley Downs is the first Gedling Homes tenant to have found a home through the Homesearch scheme, which lets people bid on properties as they become available to rent. Michelle, who was expecting her first baby, moved into the Netherfield property in plenty of time to prepare for motherhood. People can find a new home under Homesearch by logging onto the website www.homesearch.org.uk or by calling the Gedling Borough Council Housing Options Team on 0115 901 3901. Michelle said: “The website system tells you what type of home you can bid on and it’s also really useful to be able to look at photos and other information before you bid. I would recommend it to anyone looking for somewhere to live. I was expecting the application process to be long and drawn out but finding the house and bidding couldn’t have been easier.” Homesearch is run by Gedling, Rushcliffe and Broxtowe Borough Councils in partnership with Gedling Homes and other housing associations.
Handy handbook to save you time Gedling Homes is launching a Repairs Handbook to help customers identify problems within their homes – a copy is included in this newsletter. The booklet is user-friendly and gives helpful hints regarding common problems you may experience. When contacting the repairs call centre, just state the booklet page relevant to the repair and our advisers will be able to easily identify the problem.
Working in partnersh ip with
In addition, you can also report your repairs online using ‘Repairs Finder’ at www.gedlinghomes.co.uk Sponsored
‘Repairs Finder’ is an online system to help you identify the problem by clicking on pictures and reporting the repair direct to Gedling Homes via an email link.
by Morris
on Facilitie
s Ser vices
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Summer Wordsearch You can win £25 in vouchers in our Summer wordsearch. BARBECUE BEACH DECKCHAIR HOLIDAYS HOT
ICECREAM SANDCASTLES SEASIDE SHORTS SUN
Send completed entries to us and a winner will be picked from the correct entries received by 26th August 2011 Return to: Wordsearch Competition, Gedling Homes, Gedling House, Wood Lane, Gedling, Nottingham NG4 4AD
I S B V MK D M N V Q E X H V Q X P H S T H V O L R Z T Z S
S M N A B I G G E Z S Y Y Y I
E D I S A E S U E G E I D Y G
M L E A X P E Q G R Z I C O B E E R C R P I Z S S D G L R F L T S H Y M O B Y T K Y EW X
E E U R L I L B Z B A U Z X P
B O Q E B U A S C C L Q H C U A H C D S X Y WQ WN U B H Q C D N WE K I A M E Q E Z R J
L V D V X K R D K C A M T M L
N O Z K T C Q L N U S Z U U A
H B R V T E S Y A D I L O H T
N R E A V D Q I N L S A X D S
Name: ................................................................... Address: ................................................................ ............................................................................... ............................................................................... Telephone: ............................................................
Competition winners We were really ‘eggs-cited’ to see some wonderful entries in the Easter colouring competition in our last newsletter. Shown here are winner Kasey, runners-up Megan and Jessica and Teela Mae and Tommy. Well done to you all!
WINNER
RUNNERS UP
THIRD PLACE
Margaret Levey from Lendrum Court, Burton Joyce, won £100 in the latest Tenant Voices quarterly prize draw. People registered on the Tenant Voices database receive documents for comment on a range of our services and policies. Once tenants have read the documents they can feedback via post, telephone, email or by attending a meeting. Anyone interested in signing up to Tenants Voices can obtain a form by contacting the Gedling Homes Tenant Involvement Team on 0115 905 1515 or emailing tenantinvolvement@gedlinghomes.co.uk By registering you can have your say on our plans as well as the chance to be in the money as the next winner of our quarterly draw. 16
ISSUE 10 | SUMMER 2011
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 number listed in the table above. Location
Date
Time
Neighbourhood Management Officer
Carlton. 6th July 2011 6.00pm Richard Quinn - 07976 491 564 Walton Court B Block. Meet on the landing, ground floor. Mapperley. 28th July 2011 6.00pm Westmoore Close. Meet in the car park area
Naomi Davy - 07976 491598
Arnold. 15th Sept 2011 5.00pm Malcolm Bullard - 07976 491 572 Church Street Arnold. Meet outside Calverton Road flats. Carlton. 22nd Sept 2011 10.30am Karen Wright - 07976 491578 Cavendish Road. Meet outside the entrance to Carlton Cemetry
Have your say at our 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 Location
Date
Time
Neighbourhood Management Officer
Netherfield St Georges Centre
7th July 11th August 8th September
10am-12pm 10am-12pm 10am-12pm
Richard Quinn
Gedling The Ark Wollaton Avenue
20th July 11am-12.30pm 24th August 11am-12.30pm 21st September 11am-12.30pm
Newstead Village Community Centre
7th July 4th August 1st September
Karen Wright
9.30am-11.30am Naomi Davy 2pm-4.30pm 9.30am-11.30am
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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 into your rooms. Please come along and meet your Neighbourhood Management Officer and share your thoughts on your home. Scheme
Date
Time
Neighbourhood Management Officer
Moyra House
5th July
10am
Malcolm Bullard
Rushcliffe Avenue
5th July
10.30am
Karen Wright
Westmoore Court
6th July
9.30am
Naomi Davy
Moreland Court
13th July
1.30pm
Karen Wright
Seagrave Court
19th July
2pm
Malcolm Bullard
Britannia Court
20th July
10am
Richard Quinn
Ernehale Court
3rd August
10am
Malcolm Bullard
Cavendish Road
4th August
1pm
Karen Wright
Walton Court
4th August
10am
Richard Quinn
Nabarro Court
10th August
10am
Naomi Davy
Carlton House
16th August
10.30am
Karen Wright
Tavill Field
17th August
10am
Malcolm Bullard
Orchard Court
18th August
10am
Richard Quinn
Lendrum Court
25th August
10am
Naomi Davy
St Andrews House
7th September
10am
Naomi Davy
Bramble Court
7th September
11am
Karen Wright
Bailey Court
14th September 10am
Richard Quinn
Roe Hill
21st September 10am
Naomi Davy
Foxhill Court
1st September
Richard Quinn
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10am
ISSUE 10 | SUMMER 2011
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
97.0%
99.0%
Customer satisfaction with responsive repairs
97.0%
95.0%
Responsive repairs works undertaken Right First Time
93.0%
97.5%
All responsive repairs completed on time
97.0%
97.5%
Customers satisfied with gas servicing
97.0%
97.0%
Rent collection rate – rolling 12 month (net of housing benefit estimated)
99.80%
99.85%
Income maximised for tenants by benefits advice
£34,999
£7,489
Housing benefit generated by Welfare Benefits Advisor £15,000
£7,236
Tenant Inspector checks achieving 'green' status (general needs housing)
75.0%
81.0%
Tenant Inspector checks achieving 'green' status (sheltered housing)
75.0%
100.00%
Customers reporting anti-social behaviour who were satisfied with how we we dealt with their complaint
80.0%
67.0%
Re-let time - general needs and sheltered properties
25 days
29.5 days
New tenants satisfied with condition of property
85.0%
87.0%
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. 20 IPB - News & Views Newsletter Dec 09.indd 16
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