ISSUE 22 • JULY 2014
news & views
Introducing Nora the Owl See page 4
#JumpStartJune page 5
Introducing GH Response pages 6&7
Star survey page 9
GREAT Homes GREAT Neighbourhoods GREAT People
Guest editorial
Jean, Tenant Editoral Panel Welcome to the Summer
2014 edition of News & Views, packed with reports of our events and activities held over the last few months. In this edition we are proud to introduce the newest and ‘largest’ member of the Gedling Homes family (page 4) and we are very excited to tell you all about our new in-house repairs service (pages 6 & 7). This edition will tell you all you need to know about the new repairs service, what the
Do you know this landmark?
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rk, This local landma orough, gb within the Gedlin local history. g in st re te in n a s a h d what is it? But where is it, an xt edition! Answers in the ne 2
new Repairs Technicians will look like in their new uniforms and what number to call. If you have any queries on this, please call Gedling Homes on 0115 905 1515. Hope you enjoy your newsletter, let us know what you think!
Jean
QR Codes In this edition you will notice small checkered boxes. These are QR codes. They are a type of barcode that you scan with your smart phone or tablet to visit a specific website. If you have a smart phone or tablet, simply download a free QR code scanner app. Using this app, the camera in your phone or tablet will read the QR code, just like a barcode scanner in a shop. Your phone or tablet will then take you straight to the specific website. Give this one a try, it will take you straight to our website.
Contact us
Tel: 0115 905 1515 Email: enquiries@gedlinghomes.co.uk Website: www.gedlinghomes.co.uk Twitter:
@Gedling_Homes Facebook: www.facebook.com/ gedlinghomes
Contents Your Community
News Nora flies in!
4
Killisick allotment
14
Waste disposal pilot
4
Great War project
14
Satisfaction Quarterly Prize Draw
4
Fund raisers
14
Just Rewards
4
Poppy Proms & Poppy Walks
15
#JumpStartJune
5
The BIG Lunch
5
Gedling Neighbourhood Resolution Panels
15
Creative Carnival
16
GH Response
6-7
External wall insulation
8
Work begins at St. Andrew’s House
8
Garden Open Day
8
Annual Customer Survey
9
Money
Street Talk Karen Sands
17
Independent Living Dementia Awareness Week
18
Cream tea down memory lane
18
Universal Credit: are you ready?
10
Avoid the loan shark!
10
The Big Chinwag
19
Money Wise
10
Catering update
19
Credit Unions
10
Non-collection week
10
Council tax arrears
11
Tax Credit reminder
11
Over payment
11
Tenant Involvement Recipe, Ratatouille
12
GREATer Training
13
Events Events list
20-21
Fun & Games
22
Our Performance
23
We want to hear from you!
Send us your photos, news, ideas, or feedback on our services and we will print a selection of the responses in the next edition of News & Views. Email us at: customerexperience@gedlinghomes.co.uk or write to Customer Experience, Gedling Homes, Gedling House, Wood Lane, Gedling, Nottingham, NG4 4AD
Find us online at www.gedlinghomes.co.uk
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Nora flies in!
Introducing our newest member of staff... Nora the Owl! Nora is the mascot across the whole of the New Charter group and will be out and about in your community, helping to promote the work we do. Watch out for her at our community events and activities - you never know where she may pop up! Nora even has her own twitter account. Follow her at @NoraTheOwl Nora loves a good selfie! If you do see her out and about, take a selfie and post to @NoraTheOwl. She’ll guarantee a re-tweet!
Waste disposal pilot Tenants on Bourne Mews in Netherfield are trialling new communal bins with restricted access. This was in response to tenants’ concerns that there were too many individual bins cluttering the area and that existing recycling bins were being contaminated. Supplied by Taylor Bins, the new bins have been co-funded by our Community Chest Fund and Gedling Borough Council’s Direct Services. Tenant Lee Birkett said “I think having bigger bins will be a lot better.” The bin scheme, which is operating on two blocks of Bourne Mews for the next few months, is likely to be extended if feedback from tenants is positive, and additional funding is found. 4
Satisfaction Quarterly Prize Draw Congratulations to Mr Pritchard, from Arnold for winning £25 in shopping vouchers in our satisfaction survey prize draw.
Just Rewards
We draw a Just Rewards winner every 3 months from tenants who have a clear rent account or are maintaining a repayment plan, and are not in breach of their tenancy agreement. Congratulations to Mr Waldron, from Arnold, who has won £200 shopping vouchers in this quarter’s draw.
News #JumpStartJune #JumpStartJune concluded on 30th June with a ‘Teddy Bears Picnic’ in Newstead Village. Working with Newstead Primary School and Newstead SureStart, the event saw local families come together to enjoy a picnic with each other, and of course their teddy bears! You may have read about the ‘Your GREAT Neighbourhood Promises’. In the run up to their launch, we wanted to make a big splash about the work that we do in your communities. #JumpStartJune saw a month of action across the whole of the borough and involved staff from all departments. The events were themed around improvements to your homes and your communities. The month of activity kicked off on Sunday 1st June with a BIG Lunch (see right). Additional activities took place to encourage social interaction, such as walks to the river in Burton Joyce and a ‘Meet Your Neighbours’ BBQ at Walton Court in Carlton. Other events focused on the services we offer, completing external works and estate inspections.
The ‘Your GREAT Neighbourhood Promises’ have been created following a year of consultation with tenants, partner agencies and staff. They detail a range of initiatives that we aim to complete over the next three years, to help achieve GREAT Homes, GREAT Neighbourhoods and GREAT People. To read all about our #JumpStartJune activities, visit our blog: www.gedlinghomes.co.uk/ blog/jumpstartjune You can view photos of the event on our Facebook page: http://on.fb.me/1kczvOB
The BIG Lunch is a national initiative, funded by the BIG Lottery Fund to bring communities together for a communal lunch. Over 50 people from Netherfield joined in our first ever BIG Lunch. Tenants and residents were invited to the St. George’s Centre, Netherfield to have some food and meet their neighbours. Staff at St. George’s provided residents with lasagne, jacket potatoes and salad which was delicious! Residents brought along their families and children were entertained with a bouncy castle and face painter. New Gedling Mayor Jenny Hollingsworth and Vernon Coaker MP stopped by to chat to those there. It was such an enjoyable day, we are already planning next year's event. Take a look at more photos on our Facebook page http://on.fb.me/So3hJF
Find us online at www.gedlinghomes.co.uk
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Following detailed planning and consultation, GH Response was launched on 1st July 2014 by the Mayor of Gedling, Councillor Jenny Hollingsworth. The new in-house repairs service replaces that previously provided by Mears PLC. Many of the new GH Response Repairs Technicians have joined us from Mears PLC and additional staff have been employed.
properties within the Gedling borough. They will work on a ‘right first time’ basis and aim for 96% customer satisfaction.
At the launch Gedling Homes’ The Repairs Technicians will be in staff and colleagues from New a new grey uniform and they will Charter Group, joined the be driving orange vans. Repairs Technicians for speeches The repairs service will be based and breakfast. Councillor Hollisworth congratulated staff at new premises in Colwick, a short drive from Gedling House. for their hard work in setting up the service. The two-storey building will provide office space, stores and meeting rooms. This new meeting space will be made available for tenant meetings and GREATer Training sessions.
GH Response will offer a repairs, maintenance and void service to all Gedling Homes’ 3,325
Lynn Clayton, Managing Director comments: “It is fantastic to see the launch of a service that will provide quality repairs to all our tenants and leaseholders. Bringing this service in-house will save us significant money, that can be invested straight back into the business to improve the range of services we offer our customers.”
NEW NUMBER FOR REPAIRS
0115 905 1515
24 hours a day, 7 days a week It will be a new single point of contact for all enquiries
The new number will be managed by our Connect service in Manchester, so some of the voices you hear will be different, but they will still offer the same level of GREAT customer service 6
News
WHAT TO EXPECT FROM GH RESPONSE
DAY ONE Kat Collins, Communications Advisor shadowed Repairs Technician Dave Beckett-Wood on the first day of GH Response.
We are aiming for:
11.30
08.30: The official breakfast launch 10.30: Repairs Technician de-brief 11.30: First we were off to Carlton to unblock a sink in a void property 12.00: A quick stop for lunch … 13.00:… then off to Colwick to unblock another sink. Dave made sure to hand the customer a satisfaction form, to measure the level of his work. Tenants complete these forms in their own
13.30
13.00
time, and return them to us in the pre-paid envelope provided. 13.30: Next we went over to Daybrook to re-set a heating system 14.00: Finally we headed to Killisick, to measure up a void property for a complete new heating system, getting the property up to standard for a new tenant. 14.30: After all this I headed back to the offices at Gedling House. Dave continued on to more repairs callouts. What a busy day!
96% 100% 99% 99% 100%
CUSTOMER SATISFACTION APPOINTMENTS KEPT JOBS COMPLETED RIGHT FIRST TIME REPAIRS COMPLETED ON TIME GAS SAFETY CERTIFICATES IN DATE
Timescales:
E (EMERGENCY REPAIRS) We will attend within 4 hours and make safe
A (URGENT REPAIRS) Repairs completed within 5 working days
B (ROUTINE REPAIRS) Repairs completed within 20 working days
C (NON-ROUTINE REPAIRS) Repairs completed within 30 working days Contact: You will receive a confirmation text, stating the date of the appointment and if it is to be in the morning or afternoon. You will receive a reminder text the evening before the work is to be undertaken.
Find us online at www.gedlinghomes.co.uk
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External wall insulation We are in the process of appointing a contractor to undertake external wall insulation work to homes with solid, or difficult to fill cavity walls. The work is planned to start in Summer 2015 and residents that are included in the programme will be contacted soon with more details.
GARDEN OPEN DAY SUPPORT YOUR LOCAL CHARITIES
3rd August 1 - 4:30pm 153 St Albans Rd, Arnold, NG5 6GT In aid of the Parent Association for Seriously Ill Children Entrance Fee - £2.50 Tea/Coffee & Cake - £1.50 Please note there is no wheelchair access
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Work begins at St. Andrew’s House Work has started at St. Andrew’s House, Mapperley, where Derby based Davlyn Construction Ltd will undertake alterations and redevelopment of the scheme into 32 extra care units. Work began mid-June and will be completed in February 2015.
News Annual Customer Survey Our annual STAR customer satisfaction survey is due again this summer. Your views really help to bring changes and improvements to our services.
This Year’s Survey During July, research company BMG will be calling you on our behalf to find out what you think about our services. The phone call will last for about 15 minutes and the research company will clearly introduce themselves to you and explain that they are acting on behalf of Gedling Homes. If you have any concerns, please contact us for information on 0115 905 1515.
Competition To show how much we appreciate your help, tenants who complete the survey will be entered into a prize draw. The prize will be £150 in supermarket vouchers or an electronic tablet. The choice is yours! (NB: the electronic tablet will require you to have internet access at home).
You Said...We Did From what you told us in last year’s survey we have made improvements to the services we provide. Here are just some of your views and the changes we have made in response.
You Said...
“My neighbourhood has declined in the last 12 months” We have introduced ‘Your GREAT Neighbourhood Promises’ which detail our plans for your neighbourhood. e W These plans have been developed . around what you have told us you .. Did want. The plans will be delivered over the next 3 years.
You Said...
“Service charges are poor value for money”
We Did...
Our Grounds Maintenance service, provided by Gedling Borough Council has not increased in price. This has enabled us to leave the grounds maintenance service charge at 13/14 prices.
You Said... “Our repairs service could be improved”
We Did...
We have introduced our own in-house repairs service, GH Response. The service will ensure that repairs are carried out by Gedling Homes staff from 1st July 2014.
Find us online at www.gedlinghomes.co.uk
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Universal Credit: are you ready? ✓ ✗
Tick l ist
the internet I have access to rnet I can use the inte nt redit Union accou C or nt ou c ac I have a bank thly I can budget mon ehold expenditure us ho y m l al at I have looked
AvOID THE LOAN SHARk!
Loan sharks are people who lend money without the right permissions. This is a criminal offence. If you are worried about Loan Sharks, call the Money Wise team 0115 905 1515. The Stop Loan Sharks campaign has launched an online quiz.
If you have answered any of the above with a cross, Money Wise can help on 0115 905 1515 or moneywise@gedlinghomes.co.uk
For your chance to win £100 in shopping vouchers, complete the online quiz at www.surveymonkey.com/s/ IMLTchallenge
CREDIT UNIONS
Credit Unions have a number of accounts to help people manage their money:
MONEY WISE Our Money Wise team provide FREE, CONFIDENTIAL and IMPARTIAL benefit and money advice to our tenants.
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• Rent Direct Account • Rent Payment Current Account • Budget Account Credit Unions can also offer loans at competitive prices. For more information, please call Nottingham Credit Union on 0115 828 3121, email rents@nottinghamcu.co.uk or visit nottinghamcu.co.uk
Non-Collection Week
You can call to see a Money Wise Advisor at Gedling Homes Customer Contact Centre, Civic Centre, Arnot Hill Park, every Wednesday between 09.30am and 12.30pm – you don’t need an appointment.
The week beginning 25th August is a non-collection week.
You can also call Money Wise, confidentially on 0115 905 1515 or email moneywise@gedlinghomes.co.uk
If you would like to know the balance of your account, please call the Revenues team on 0115 905 1515 or refer to your rent statement.
During this week rent is not payable for those tenants with a clear rent account. If you are in arrears you must pay your rent liability as agreed.
Money Important legal changes to bailiff action for council tax arrears
Tax Credit reminder
A new law came into force on 6th April 2014. Bailiffs are now known as Enforcement Agents and must now follow a three stage process:
Stage 1: Compliance
They will give a minimum of 7 days’ notice of a visit to take control of goods.
Stage 2: Enforcement
They will attend to take control of goods and undertake activities necessary, prior to the removal of goods.
Enforcement Stage: Fee £235
(plus 7.5% of the value of the debt if it exceeds £1,500) Charged when the Enforcement Agent visits for the first time.
Sale Stage Fee £110
(plus 7.5% of the value of the debt if it exceeds £1,500) Stage 3: Sale They will attend to either Charged when the remove goods for sale, or Enforcement Agent start the preparations for attends to remove goods and makes preparations sale if the sale is to take for the sale of goods. place on the premises. This stage ends when the There are additional fees goods have been sold or the Enforcement Agent may charge relating to disposed of. the removal and storage Fees for the three stages are triggered as of goods and locksmith’s fees. soon as each stage begins:
Compliance Stage: Fee £75 You will be charged as soon as your debt is passed to them by the Council. The fee is payable for each Liability Order.
If you are struggling to pay your Council Tax, contact the Money Wise team on 0115 905 1515 for specialist help and advice.
If you have an award of child and/or working tax credits and have NOT sent back your annual declaration and renewal, you have up to 8.00pm on Thursday 31st July 2014, so don’t delay, do it today! If you miss the deadline, your tax credits payments will stop and you’ll be sent a summary. Your tax credits claim will end 30 days after you’re sent the summary. To renew:
0345 300 3900
8am to 8pm, Monday to Friday, Saturday 8 - 4. Don’t leave it until the last minute, the lines will be very busy and you may not get through.
HM Revenue and Customs Tax credits Comben House, Farriers Way, Netherton L75 1WB
If you have no changes to report:
www.gov.uk/renewtaxcredits You cannot renew on-line if the code on your renewal papers is TC 603 D If you don’t have exact figures, estimate them and return the form. You will have the chance to finalise these later in the year and certainly by 31st January 2015.
Over payment
Try to avoid an overpayment at all costs. The overpayment is recovered swiftly and robustly, often by deduction from ongoing awards. Avoid these by always reporting all changes, no matter how small. Keep a record of the call, and who you spoke to, or a copy of the letter / email.
Find us online at www.gedlinghomes.co.uk11 11
Cook &Eat
Ingredients: Equipment:
• Courgettes, peppers, aubergines, onions • Garlic • Olive oil • Salt and pepper • Rosemary • Bay leaves • Brown sugar • Red wine vinegar • Fresh or tinned tomatoes
• • • •
Frying Pan Wooden spoon Lid/plate Knife
Preparation:
• Roast or fry chopped vegetables and herbs in plenty of olive oil until softened and lightly coloured.
Ratatouille • Stir in chopped tomatoes with a spoon of sugar, and a spoon of vinegar. • Season with salt and pepper. • Bubble through on a gentle heat for about 20 minutes or finish in the oven for about the same time (180°C).
• It should be soft and sweet tasting with a nice garlic and olive oil sauce.
£1.06 per portion
This dish is really useful as leftovers can be transformed into several meals: 1) With a baked potato, cheese and salad; a quicker supper would be baked potato wedges. 2) Chop it slightly finer and add to hot pasta with cheese and a salad. 3) Add tinned beans, chilli, smoked paprika and serve with rice or eat in a flour wrap with salad and sour cream or yoghurt. 4) Add cooked potato, cumin, turmeric, chilli and coriander and cook it through again to make a
(Based on 4 portions)
simple vegetable curry. Eat with rice, naan breads, yoghurt and chutney. 5) Finely chop and put on toast or a pitta bread and grill with cheese on top for a simple and quick pizza. 6) Thin down with vegetable stock and add some lentils and fresh herbs or a blob of pesto and make a hearty soup to be eaten with cheese on toast or fresh bread with olive oil.
You could make a big batch and cool and transfer either into portions and freeze, or in a container in the fridge.
Would you like to attend FREE Cook & Eat sessions to learn more recipes? Call Sarah Quinn on 0115 905 1515 or email greatertraining@gedlinghomes.co.uk 12
Tenant Involvement
WE OFFER FREE TRAINING TO ALL OUR TENANTS AND MEMBERS OF THEIR HOUSEHOLDS Whatever you fancy doing, there is a FREE course for you with FREE transport arranged and reasonable expenses covered. Over the past few months we have run successful courses in: • IT courses for Beginners / Intermediate level • Watercolour Painting • Scrutiny Skills • Emergency First Aid • Cook & Eat Workshop Over the next few weeks more courses are planned, these include:
Our Money Wise team is offering workshops to offer you tips on managing your money.
Setting up a Residents’ Group
Effective tenant and resident groups are vital to the management of Gedling Homes. This course will help you to set up and run a group, including looking at the skills needed to effectively start a new group and get it working together as a team.
Back 2 Work
Arts & Crafts
Would you like to be more creative? Then this is the course for you. You will be introduced to a range of different creative craft techniques over a six week course.
Introduction to Social Housing
Ideal for involved tenants, this workshop provides all the basic information you need to know about housing. As an involved tenant this course will help you understand the inner workings of the organisation and the regulations that govern it.
Whether you are new to job hunting, are returning from a prolonged break from work or just looking for help to change jobs, this course will benefit you.
Managing your Money
We recognise that in these tough economic times we can all do with advice to help us manage our money more effectively.
If you would like to join these sessions, or would like to discover what other courses we provide, please contact Customer Experience on 0115 905 1515 or email greatertraining@gedlinghomes.co.uk You can find out more on the GREATer Training webpages www.gedlinghomes.co.uk/greater-together/greater-training
Find us online at www.gedlinghomes.co.uk 13
Killisick allotment Children attending the Saturday morning group at the Killisick allotment are pictured at a Sunflower planting event, organised as part of #JumpStartJune, see page 5. These plants were then sold for a donation at the annual Killisick Fun Day in Arnold on Saturday 5th July. The children have worked very hard on the community plot at the allotment over the past few months and have helped the allotment thrive.
Great War project
Fund raisers
Tenants from Coronation Walk in Gedling were welcomed by the students and Head Teacher at Carlton le Willows Academy, to conclude their Great War commemorative project and to thank everyone for being involved. The tenants were unanimous in their positive feedback of the joint project which had them creating commemorative banners. Margaret Wilson from Coronation Walk said “We have all really enjoyed working with the students and hope to team up with them again in the future”.
Residents at Foxhill Court have held a Spring Fair in aid of The Myotonic Dystrophy Support Group, raising a staggering £444.70.
The Head Teacher has invited the tenants to attend a special remembrance service at the school, in November this year.
Margaret Bowler, National Co-ordinator for the group, sent a big thank you to everyone for their support.
Want to know more about our community projects, and how you can get involved? Call 0115 905 1515 and ask to speak to Martin Curtis 14
Your Community Poppy Proms & Poppy Walks Come along to these great events to commemorate the First World War:
Poppy Walks
The Poppy Proms
Saturday 13th September 2-5pm
Lambley Lane Recreation Ground
Sunday 3rd August, 12noon-5pm Gedling Homes Singers performing at 12.35pm
Bestwood Village
Woodborough Village
Wednesday 17th September 2-5pm
Newstead Village
Saturday 20th September 2-5pm
Burton Joyce Village
Sunday 12th October 2-5pm For more information and to book call; Gedling Borough Council on 0115 901 3715
Gedling Neighbourhood Resolution Panels We have held an introduction evening at the Richard Herrod Centre to talk to people about our new Gedling Neighbourhood Resolution Panels. John Stevenson from Training in Restorative Solutions gave a presentation on what restorative justice is and the benefits it can bring to the victim, wrongdoer and wider community as a whole. Attendees were left inspired by Peter Woolf’s frank account of his own experiences as a repeat offender, how restorative justice encouraged him to turn his life around. Gedling Neighbourhood Resolution Panels are led by Gedling Homes, with the support of the South Nottinghamshire Community Safety Partnership. This partnership includes Gedling Borough Council,
Nottinghamshire Police and Victim Support. The panels will bring victims and perpetrators together to resolve conflict and harm caused by anti-social behaviour and crime. The local volunteers will receive training and help to facilitate the process. Restorative justice works to resolve disputes and give wrong-doers the opportunity to make amends. It can help to resolve matters and reduce reoffending. The Gedling Neighbourhood Resolution Panels follow on from the success of our partners New Charter Housing Trust in Tameside, Manchester.
If you are interested in taking part, or would simply like to know more, call the Neighbourhoods team on 0115 905 1515 or email enquiries@gedlinghomes.co.uk
Find us online at www.gedlinghomes.co.uk 15
Creative Carnival Glitz and glamour was the order of the day for a group of tenants who have been meeting weekly at Westmoore Court in Mapperley, to produce costumes and masks for this years Arnold Carnival in Arnot Hill Park. They paraded their completed outfits at the carnival in June. The participating tenants had a wonderful time showing off the results of all their hard work. The group are already talking about what they would like to do next. If you would like to be involved in the next project, find out more by calling Martin Curtis on 0115 905 1515 or email martin.curtis@gedlinghomes.co.uk
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Gorden Aitken speaks to Karen Sands, Head of Independent Living When did you join Gedling Homes? I joined at the beginning of April this year. What will you be doing for Gedling Homes? My role is Head of Independent Living, specifically delivering a great service to our sheltered housing tenants. I will also be looking to develop and expand our services, in particular the GH Lifeline service. What can you offer Gedling Homes and its tenants? I will work closely with tenants and other experts to understand and think about what our tenants and customers want. I have a wealth of experience in various organisations working with vulnerable and older adults, and this I hope will reflect in the supporting aspect of our housing and related services to older people. What do you find the most interesting aspect of the job so far? Meeting the tenants, and looking to the future, to see what we can achieve and what other services we can make available to older people.
When you are not at work, what can you mostly be seen doing? I love walking my dog and cycling. It’s great to get out in the fresh air as much as possible. I also go to the cinema when I can. What is the best piece of advice you have been given? If you get angry or frustrated, don’t do anything until you have thought about it overnight. How would you like to be best remembered? For being someone who gets things done, and being straight and fair.
Find us online at www.gedlinghomes.co.uk
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Dementia Awareness Week During Dementia Awareness Week, 19th-23rd May, our champions ran dementia awareness sessions for our employees, to highlight dementia needs within the community. The sessions were well received and, as a result two further sessions have been set up. They will provide information to help staff understand how people with dementia experience life and provide an opportunity to become a dementia friend. We will additionally be running these sessions for tenants of our sheltered schemes, with an aim to
establish one or two dementia friends at each scheme. We have also been running ‘life story sessions’ with our tenants in sheltered schemes to recall and share memories about their childhoods, working lives, social activities and significant life events (see more details below). Some people brought photographs and everybody had a story to tell. The events were so popular that we have been asked
to run them on a regular basis. In light of our work in Dementia Awareness we have signed a pledge to the Dementia Action Alliance. We have completed an organisation-wide Dementia Plan of Action which will form part of a partnership action plan with Gedling Borough Council and North & East Nottingham Clinical Commissioning Group. This plan will form the basis of our pledge.
Cream Tea down memory lane Tenants were invited from sheltered schemes across the borough to reminisce over a cream tea. Tenants brought old photographs with them to the event at Westmore Court and the group talked about memories from their childhood and of the war. One gentleman worked as a market gardener and was exempt from being called up as he worked the land. He joked about the extra vegetables and cheese he used to get as a result of his work. He eventually started a market stall and worked as a market gardener.
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A lady talked about going to see family in Canada as they had emigrated some years earlier and she shared some of her fondest memories with the group. Another spoke about her father in law being a pilot in the war, who survived to become a pilot with a large commercial airline. Everyone talked about their working lives and the hardships they endured but by pulling together people got through the toughest of times.
Independent living
Big Chinwag events were held at some of our Sheltered Schemes in June. The incentive, from Age UK encourages people to organise social coffee mornings and invite their neighbours, friends and relatives along to the event. Big Chinwags took place all over the country during the week of 20th June. Many events included a cake sale or raffle to raise money for Age UK in a bid to help end loneliness in later life. Moreland Court held a Big Chinwag event and raised £141.00. A further
£35.00 was raised by several tenants in Arnold attending a Big Chinwag at Ernhale Court. The residents at Carlton House along with those at Rushcliffe Avenue will be holding a further Big Chinwag event In July. This will include a BBQ and a quiz.
Catering Update It’s been a busy few months for Gedling Homes’ Catering team:
Food Tasting Event Moreland Court hosted a food tasting event on 13th May, with lots of tasty treats for the tenants to try. The event was planned, in partnership with local suppliers, to promote healthy eating and to source a wider variety of foods to cater for a range of dietary needs that tenants would enjoy. It was a GREAT success with over 20 tenants taking part. A good time was had by all!
95% Customer Satisfaction Achievement For the end of the financial year 2013-14, the team achieved a scoring of 95% customer
satisfaction from their quarterly surveys. This was a fantastic result but one that the team is keen to improve on this year. They have just completed nutrition training with the NHS and have committed to undertaking NVQ qualifications in Customer Service. The team is also working on a plan to enhance customer involvement in the catering service, in addition to the regular menu planning sessions already on offer.
booked by tenants for events and occasions at a very reasonable cost per head so watch this space. More information coming soon!
Corporate Catering The team is in the process of launching a corporate catering service. Once fully operational this service will provide a variety of yummy menus for both internal and external customers. This will be available to be
Find us online at www.gedlinghomes.co.uk 19
July 29 July 2014, 10am Sheltered Walk & Talk
Britannia Court, Netherfield
29 July 2014, 10am Community Chest Panel
Westmoore Court, Mapperley
30 July 2014, 1pm-4pm Papplewick Play Day The Village Hall, Papplewick
31 July 2014, 10am Sheltered Walk & Talk Walton Court, Carlton
August 2 August 2014, 1p m-4pm Calverton Play D ay W illiam Lee Memoria l Pa
rk, Park Road
3 August 2014, 12 noon-5pm Poppy Proms
Lambley Lane Recr eatio
n Ground, Lambley
6 August 2014, 11 am Sheltered Walk & Talk
Bramble Court, Ged ling
6 August 2014, 11 am Sheltered Walk & Talk
Moyra House, Arnol d
7 August 2014, 11 am-1pm Netherfield Drop -I St George's Centre, n Housing Surgery Netherfield
7 August 2014, 9a m-11am Newstead Drop-I n Housing Surge Newstead Centre, ry Newstead Village
7 August 2014, 11 am-12noon Princess Close Le aseholder Walkabout
Meet at Princess Clo se
, Gedling
13 August 2014, 2p m Mapperley Estate Walkabout Mee
t at Westmoore Cou rt car park, Mapperley 20
13 August 2014, 1p m-4pm Arnold Play Day
Arnot Hill Park, Arn old
14 August 2014, 2p m Netherfield Drop -I St George's Centre, n Housing Surgery Netherfield
20 August 2014, 11.30am-1pm The Ark Surgery
The Ark, Gedling
20 August 2014, 10am Sheltered Walk & Talk
Bailey Court, Nethe rfield
27 August 2014, 10 am Sheltered Walk & Talk
Britannia Court, Net herfield
27 August 2014, 10 am-12noon 1st Editorial Pane Edition, News & Vl Meeting, Autumn iews
Westmoore Court, Mapperley
29 August 2014, 10 .30am Sheltered Walk & Talk
Westmoore Close, Mapperley
31 August 2014, 11 am-5pm The Gedling Show
Richard Herrod Play ing Fields, Carlton
Events September 3 September 2014, 2pm Sheltered Walk & Talk
17 September 2014, 11.30am-1pm The Ark Surgery
Seagrave Court, Arnold
The Ark, Gedling
3 September 2014, 11am-12noon Gedling Estate Walkabout
17 September 2014, 10am Sheltered Walk & Talk
Meet at Wollaton Avenue shops, Gedling
Bailey Court, Netherfield
4 September 2014, 9am-11am Newstead Drop-In Housing Surgery
17 September 2014, 5pm-8pm P & Q Leaseholder Forum
Newstead Centre, Newstead Village
4 September 2014, 11am-1pm Netherfield Drop-In Housing Surgery
St George's Centre, Netherfield
13 September 2014, 2pm-5pm Bestwood Village Poppy Walk
Gedling House, Gedling
17 September 2014, 10am-12noon 2nd Editorial Meeting, Autumn Edition, News & Views
Westmoore Court, Mapperley
20 September 2014, 2pm-5pm Newstead Village Poppy Walk
Meet outside the sports pavillion, Woodchurch Rd, Arnold
Tilford Road, Newstead
16 September 2014, 2pm-4pm Sheltered Housing Forum
24 September 2014, 10am Sheltered Walk & Talk
Westmoore Court, Mapperley
Britannia Court, Netherfield
17 September 2014, 2pm-5pm Woodborough Village Poppy Walk
St Swithuns Church, Woodborough
October
2 October 2014, 9am-11am Surgery Newstead Drop-In Housing e lag Newstead Centre, Newstead Vil
12 October 2014, 2pm-5pm Walk Burton Joyce Village Poppy Nottingham Road, Burton Joyce
Find us online at www.gedlinghomes.co.uk 21
Fun & Games WORDSEARCH
You can win £25 in vouchers in our “Summer” wordsearch. Words go left, right, up, down, and diagonally. We have already found one for you! Please send your completed wordsearch to us. A winner will be picked from the correct entries on 25th August 2014. Return to: Wordsearch Competition,Gedling Homes, Gedling House, Wood Lane, Gedling, Nottingham, NG4 4AD AUGUST BEE BUTTERFLY FOLIAGE
Name:
FRESH FRUIT GREEN GRASS HOLIDAYS HONEY
HOT JULY JUNE MIDSUMMER
....................................................................
SUN VACATION WILDFLOWERS
Telephone: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Address: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
COLOUR ME IN! Your child / grandchild could win a £25 book token in our “Summer” colouring competition.
Please send your completed colouring to us. A winner will be picked on 25th August 2014. Return to: Colouring Competition, Gedling Homes, Gedling House, Wood Lane, Gedling, Nottingham, NG4 4AD
Name: ...........................................................................................................................Age:................................. Telephone: .............................................................................................................................................................. Address: ...................................................................................................................................................................... .......................................................................................................................................................................................................
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And the winners are... Congratulations to Mrs Croft from Lambley. She receives £25 in shopping vouchers in our wordsearch quiz. And very well done to Charlie, age 8, from Arnold. Winner in the spring colouring competition, Charlie wins £25 in vouchers.
Our performance Satisfaction & Performance Our performance matters at Gedling Homes. We are proud of the service we offer you, our customers, and regularly check that we’re on target. We set goals for each area of the company and here we tell you how we’re doing in the areas which matter most to you.
On target, going well
Our target
Performance areas
Our traffic light system tells you how we are doing.
OK, work in progress
What we achieved
Responsive repairs works undertaken ‘right first time’
99%
95.53%
All responsive repairs completed on time
99%
93.18%
Rent collection rate - rolling 12 month period
99%
100.15%
Re-let time - general needs and sheltered properties (excluding low demand)
27 days
30.63 days
Re-let time - general needs and sheltered properties (including low demand)
27 days
42.67 days
Customer satisfaction with responsive repairs
96%
99%
Customers satisfied with investment works
96%
86.11%
Customers satisfied with gas servicing
97%
100%
Customers reporting an anti-social behaviour who were satisfied with how we dealt with it
80%
100%
Customers satisfied with the condition of property when the property was let
96%
100%
Below target, looking to improve
How we are doing
Find us online at www.gedlinghomes.co.uk 23
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, Arnold, Nottingham NG5 6LU. The opening times are 9.00am to 5.00pm Monday to Thursday and 9.00am to 4.30pm on Friday
@Gedling_Homes www.facebook.com/gedlinghomes
By phone: 24/7 Repairs line 0115 905 1515 Anti Social Behaviour (24 hours) 0808 145 6555 Rent Payments 0161 331 2224 (24 hour automated payment line) For all other enquiries please ring 0115 905 1515 and ask for the team you want to speak to.
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
Resource Housing Reg. No. 2111