ISSUE 20 • JANUARY 2014
news & views We are
Celeb rati 5 yea ng rs
Feelin g th pinch e
page 5
page 1 8
to Looking e ur the fut page 8
GREAT Homes GREAT Neighbourhoods GREAT People
Welcome to this special 5th anniversary edition of News & Views.
th
It is now five years since the housing transfer from Gedling Borough Council to Gedling Homes took place. We wanted to take this opportunity to celebrate all the achievements that have been made in this time. We will take a look back at the highlights of the last five years, but also look towards the future of Gedling Homes. We have set out five key promises to take us in to the years ahead, and will give you details of what the promises mean for you. This special edition includes Street Talk with our Managing Director, Lynn Clayton. We will also be looking at the financial impact of Christmas and looking at ways we can help you get back on track. We hope you enjoy this retrospective edition, and we always appreciate your feedback. To give your comments, or your personal highlights of the last five years, contact Kat Collins on 0115 905 1515 or email, customerexperience@gedlinghomes.co.uk Enjoy!
4 Street Talk with Lynn Clayton p4
18
10 Looking to the future p10
Contact us Tel: 0115 905 1515 Email: enquiries@gedlinghomes.co.uk Website: www.gedlinghomes.co.uk Twitter:
Feeling the pinch? p18 2
@Gedling_Homes Facebook: www.facebook.com/ gedlinghomes
Contents Street Talk Lynn Clayton
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Celebrating 5 years! Review of transfer promises Gedling Homes 5 year time line
5 6-7
Looking to the future Promise 1 - Drive for 95
8
Promise 2 - GH Repairs
9
Promise 3 - Your GREAT Neighbourhood Promise 10-11 Promise 4 - GREATer Together!
12-13
Promise 5 - Lifeline
14-15
...and in Other News Highlighting homelessness
16
Tracks in Time
17
Money Are you feeling the pinch?
18
A sound alternative to payday loans?
19
Just rewards
19
Paying your rent
19
Events
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 News & Views, Gedling Homes,Gedling House, Wood Lane, Gedling, Nottingham, NG4 4AD
Find us online at www.gedlinghomes.co.uk
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Lynn Clayton, Managing Director, Gedling Homes Gedling Homes is five years old, what has been your proudest moment? There have been lots of proud moments for me over the last five years – however my proudest has to be the delivery of the 126 promises that we made to tenants at transfer. These promises have driven the improvements we have made to our tenants’ homes, their neighbourhoods and the services that we deliver. I truly believe we have delivered on our vision of GREAT Homes – GREAT Neighbourhoods – GREAT People
You worked for Gedling Borough Council and were part of the transfer to Gedling Homes. What can you remember of that time? I loved working for Gedling Borough Council and we worked hard to deliver a good service but the thing I remember most was not having enough resources to meet the standards that our tenants wanted and deserved. This was due to the lack of funding from the government. Transferring to Gedling Homes released the resources to deliver the GREAT service we offer today.
How do you think things have changed for the tenants of Gedling Homes in the last five years? I think there have been lots of really positive changes for tenants in relation to the improvements Gedling Homes has made to their homes and their neighbourhoods. Tenants now have a much stronger voice in setting priorities and standards of service through various involvement opportunities. I am very aware that the changes brought about by the Government’s Welfare Reform and the current economic climate are extremely 4
challenging for our tenants and in the case of the ‘bedroom tax’ are very unjust and unfair. We have put more resources into supporting those tenants who are affected by this, the Money Wise team for example.
We have set out a series of five promises for the years ahead. What impact do you think this will have on our tenants? Our five promises aim to build on the successes of the last five years and will focus on five key areas: - Drive for 95 - To deliver 95% customer satisfaction by ensuring that our employees and the services we deliver really make a difference to our tenants’ lives. Pg 8 - GH Repairs - Improving our Repairs Service. Pg 9 - Your GREAT Neighbourhood Promise - To create 5 star neighbourhoods by improving health, reducing crime, anti-social behaviour and unemployment. Pg 10 - GREATer Together – Expanding our offer on Tenant Involvement, to ensure tenants can truly have their say on the way services are delivered. Pg 12 - The GH Lifeline Service – Supporting independence at home. Pg 14
What are your personal goals for 2014? My personal goal is to get ‘back to the floor’ more, to ensure that both staff and tenants are equipped and supported to face the future challenges that Welfare Reform will bring.
Celebrating 5 years! Review of transfer promises
When Gedling Homes was formed in 2008, we made a series of promises to existing Gedling Borough Council tenants. In total 126 promises were made. To date 123 have been achieved! Here is a selection of them:
Promise
Achievement
Provide a £41.9 million major programme of improvements to bring all tenants’ homes up to the Gedling Standard
➜
All works were completed by April 2013
Provide a 24 hour emergency repair service and telephone hotline
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Service and hotline in place by May 2009 - 0300 0300 400
Create a Community Chest Fund, to be allocated to neighbourhood improvements in consultation with resident groups
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Fund set up in April 2009, with an annual spend of £60,000
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Monthly housing surgeries were set up in key locations in April 2010 and continue to run. See Pg 20
Employ a dedicated welfare rights advisor
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Welfare Benefits Advisor appointed in June 2009 and the Money Wise team established in April 2012. The team offer benefit and debt advice and assistance
Develop a Tenant Reward Scheme in consultation with tenants
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“Just Rewards” introduced in April 2011
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Forum created in April 2010
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Four tenant Board members appointed November 2008
Introduce local housing surgeries where appropriate
Support and develop an Older Persons’ Forum
Appoint four tenant members to the Board
Find us online at www.gedlinghomes.co.uk
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Gedling Homes 5 year time line 2008 • Transfer from Gedling Borough Council • 126 transfer promises made Pg 5 • Customer Contact Centre opened in the Civic Centre, Arnold. Our focal point for customer contact, dealing with over 600 customers a month!
2009 • Move to Gedling House • 1st home refurbished to the Gedling Standard • Morrisons’ repairs contract launched • Introduction of Neighbourhood Management model, demonstrating how we manage neighbourhood services • Launch of the caretaking service
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Celebrating 5 years! 2012
2010 • 1,500th home refurbished to the Gedling Standard • Launch of the Family Intervention Project: helping families to maintain their tenancies • Tenant training courses launched. Each year over 140 tenants benefit from a range of FREE training courses Pg 13
• Achieved independent ASB accreditation, demonstrating our commitment to reducing anti-social behaviour problems • TPAS award shortlisting for 2011/12 Tenants’ Annual report • Money Wise team launched, providing welfare and debt advice to tenants • Appointment of Community Regeneration Officer, working with tenants and their communities to develop and deliver projects and services in our neighbourhoods
2013 • Opening of Moyra House: newly refurbished to best suit the needs of older tenants
2011 • TPAS accreditation, demonstrating our commitment to tenant involvement • Chartered Institute of Building in the East Midlands award • HomeSearch introduced, a choice based lettings scheme in partnership with Gedling, Broxtowe and Rushcliffe Borough Councils, and other local housing associations
• Completion of the Gedling Standard: bring all properties to better than the Decent Homes Standard • Repairs contract begun with Mears • Tenant Annual Report video, created by tenants, for tenants
Find us online at www.gedlinghomes.co.uk
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Looking to the future The last few years have been fantastic, but we don’t want to be too complacent! We want to look to the future, to see where we can do better and improve our services to you. That’s why we have made a series of five promises for the years ahead.
Promise 1
Drive for 95
Creating excellence in customer service
Back to the floor Senior manage
rs recently und ‘Back to the Flo ertook a or’ session to se e h o w residents on a staff dealt with At Gedling Homes we strive for face-to-face leve l. L M yn anaging Directo n Clayton, excellence in Customer Service, that’s r commented o n th e exercise: why we are committed to achieving a “In the space o f o n e day I witnessed 95% customer satisfaction rate with the difference th team makes to e p e o p le ’s liv the services we provide. es. We encoun multiple proble te re d ms. I was blow n away by the w Current customer satisfaction level is 87%, people deal wit ay our h these issues – going the we know we can make this even better. extra mile to support tenants We will achieve this by ensuring that our – way beyond th people make each and every contact with our eir job description customers count. We will work with our s.” customers, using customer satisfaction data to review and improve the services that are not meeting targets. We will publish our data annually, so that all customers can monitor our achievements.
Review of National Customer Service Week In the week of 7th -11th October 2013, customers and staff were asked to rate us on our customer service. Results: - 88% of customers would recommend us to others - Positive comments included; "Helpful"; "Professional"; "Cheerful"
Review of STAR Survey - 84% of customers would recommend us to others
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Looking to the future Promise 2
GH Repairs
Improving our repairs service The current repairs service is good, but we want to make it even better! From July this year we plan to bring the repairs service in-house and to deliver the service via our own staff. The new service will be a high quality, locallybased service offering repairs and maintenance to Gedling Homes’ tenants. It will replace the services currently provided by Mears PLC. The service will include responsive repairs, gas servicing and breakdown, void property maintenance and specialist work.
us deliver a GREAT Repairs Service. Please take time to give us your views so we can ensure the new service meets your expectations.
Why are we doing this? To get involved in developing Gedling Homes’ repairs service, call Customer Experience on 0115 905 1515 or email customerexperience@gedlinghomes.co.uk
- To improve the performance of the repairs service - To create a more efficient service - To save money that can be used for other customer services - To provide local jobs for local people - To provide apprentice opportunities for the local area We want to create a service that is just right for you and exceeds your expectations. One of our targets is to achieve 98% customer satisfaction by July 2015. We will continue to measure the levels of customer satisfaction to ensure we deliver a GREAT service to you. We will be consulting with you in 2014 to obtain your views on what you think will help
Find us online at www.gedlinghomes.co.uk
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Promise 3
Your GREAT Neighbourhood Promise
Creating 5 star neighbourhoods At Gedling Homes we want all our neighbourhoods to be great places to live. We want them to look great, have great services, feel safe and be a place for both work and recreation. We will be producing a ‘Your GREAT Neighbourhood Promise’ for each of our areas. We have already begun in the pilot areas of - Woodborough / Burton Joyce / Lambley - Netherfield / Colwick - Newstead Village / Linby
‘Your GREAT Neighbourhood Promise’ has been produced and will be distributed to all tenants living in these pilot areas. Each promise has been created by talking to tenants, staff and partner agencies and using these results to produce a STAR rating for the area. The promises then explore the best way of providing the relevant improvements to make the area better for tenants and the wider community. Key considerations may be: - Reducing anti-social behaviour - Reducing litter and graffiti - Providing activities for young people - Increasing access to shops To target these challenges, key promises are made with set deadlines. Work has already begun on achieving the promises set out in ‘Your GREAT Neighbourhood Promise’ in the three pilot areas. The plan will be rolled out across the remaining areas in the borough in the next few months. We hope that over the next three years, through the actions outlined in the promises, we will really make a visible difference to your neighbourhood.
"Good places to shop" Netherfield
We want to make all our communities more attractive for those currently living or thinking of living there, and improve residents’ quality of life. We believe that continuing to work together with you, our tenants, will be the key to achieving the goals set out in the promises.
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Looking to the future "It's clean and quiet, everyone is helpful... It's a fabulous village, I'll never leave!" Woodborough
"It's a pleasant place to live, but we need a proper shop, it's not fair on the older people." Newstead Village
We would like to hear from you. If you have any comments regarding these promises, or would like to discuss them further with a member of staff, please contact the Neighbourhood team on:
We can also arrange for someone to call and visit you in your own home.
Tel: 0115 905 1515
We look forward to hearing from you.
Email: enquiries@gedlinghomes.co.uk
All ‘Your GREAT Neighbourhood Promise’ documents can be viewed on our website at www.gedlinghomes.co.uk
Twitter: @Gedling_Homes
Facebook: facebook.com/gedlinghomes
11 Find us online at www.gedlinghomes.co.uk
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Promise 4
GREATer Together!
Expanding our offer on Tenant Involvement Tenant Involvement is essential to our success.
We want your ideas to be at the heart of everything we do. As a tenant of Gedling Homes, you are best placed to tell us how we are doing. You can let us know when we are getting things right, and help us find alternatives when things could be better.
- Having a voice: We want to give you the opportunity to be heard, to have a say in the services provided for you. - Covered costs: We don’t want it to cost you a penny! We will provide transport and reasonable expenses to allow you to take part.
We believe that with your involvement we can become GREATer Together! That is why we have set Tenant Involvement as one of our five promises for the future of Gedling Homes.
Available opportunities include:
The mains aims of our GREATer Together programme are:
- Editorial Panel
- Leaseholder Forum - Sheltered Housing Forum
- Putting you at the centre of every decision we make
- Tenant Inspectors
- Giving you plenty of opportunities to get involved and influence what we do
- Independent Complaints Panel
- Supporting you to achieve GREAT things - Using your knowledge and ideas to improve our services to you - Encouraging and promoting community involvement within your community We believe that our joint partnership will provide GREAT benefits for you! We want to encourage you, train you and help you discover skills you never knew you had! - Training: Whether you want to be active, creative or improve your work-based skills, we have a course just for you. - Making friends: We don’t want your involvement to be all hard work! It will be an opportunity to meet others in your community and to make GREAT new friendships.
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- Tenant Scrutiny Panel; "Gedling Eye"
Watch out for the new GREATer Together section on our website... Coming soon!!
Want to find out more? There are many ways to get in touch: Phone: 0115 905 1515 Email: customerexperience@gedlinghomes.co.uk Website: www.gedlinghomes.co.uk Twitter: @Gedling_Homes Facebook: www.facebook.com/gedlinghomes Face to face: Customer Contact Centre, Ground Floor, The Civic Centre, Arnot Hill Park, Nottingham, NG5 6LU
Looking to the future Gaining Skills Realising your potential Enjoyment Achieving wellbeing Tenant Involvement
GREATer Training
For Gedling Homes’ tenants and members of their household
• FREE training courses • FREE transport arranged • Reasonable expenses covered • Supporting you to achieve your personal goals • FREE transport arranged For more information please contact: Customer Experience on: 0115 For more 905 1515 informa ORtion custome please rexperie contact: nce!ge Custom dlinghom er Experie es.co.uk nce on: 0115 905 1515 OR customerexperience!gedlinghomes.co.uk Gedling Gedling House, House, Wood Wood Lane, Lane, Gedling, Nottingham Gedling, Nottingham NG4 NG4 4AD 4AD Tel: Tel: 0115 0115 905 905 1515 1515 greatertrain greatertraining ing! !gedlinghom gedlinghomes.co.uk es.co.uk
Find us online at www.gedlinghomes.co.uk 13
INDEPENDENCE AT HOME “What a brilliant service. It has given me happiness back into my life knowing someone is always there to help” Bill, 52 “Excellent service. Quick response, pleasant, informative, patient and reassuring” Maggie, 77
For more information on our Lifeline Service, please contact us on:
0115 905 1606 or lifelineservice@gedlinghomes.co.uk g Independent Living Team, Gedling House, Gedling Homes, Wood Lane, Gedlin
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NG4 4AD
Looking to the future Promise 5
Lifeline
Supporting independence at home The Lifeline Service from Gedling Homes is available to anyone who needs a little extra support to maintain their independence, in their own home. If you, or someone you know, live within the Gedling borough and feel vulnerable, in need of - The equipment is accredited by the some extra support or peace of mind, the Telecare Services Authority Lifeline Service may be able to help. - You can pay by direct debit weekly, The service uses your existing telephone line monthly, quarterly or annually - which to connect to an emergency response centre, ever suits your needs should you need them. If you need help, - Other payment methods are available operators will be alerted and call your upon request nominated contacts (family members and friends, for example) or the emergency You will need: services for appropriate assistance. We provide - A telephone landline connection and an individually tailored packages to suit your available power socket nearby needs from a range of specialist equipment. - A minimum of one nominated person to The benefits: contact in an emergency - 24 hours a day, 365 days a year - To inform us of changes to contact emergency response centre numbers - Established in the local community for - A key safe (We can offer assistance with this) over 20 years with more than 800 - A monthly test call to the emergency existing customers response centre (Just a press of a button) - No obligation demonstration in your - To make rental payments, one month own home in advance - No deposit or set up fee For more information or to apply for the - Installation usually within two service, please call our friendly team on working days 0115 905 1606. They will arrange for a - Annual customer visit to check member of our Independent Living Team to equipment and update information visit you at home, at a time convenient to you.
Find us online at www.gedlinghomes.co.uk 15
Highlighting homelessness On a cold night in November, four members of Gedling Homes took part in the homeless charity, Framework’s Big Sleep Out. The aim was to raise funds for the great work that the charity does and to raise awareness of the issues that those dealing with homelessness face. Emma Greenall, Charles Rayner, Sally Meese and Pat Walker took part in the fundraiser, along with young people from Gedling Youth Service. It was an eye-opening experience for the team. Emma Greenall said: “We found it tough, and it wasn’t even a true reflection of homelessness. We had toilets, hot drinks and were provided with breakfast - luxuries that others do not have.” The Big Sleep Out taught the team to really value the impact of having shelter and a good night’s sleep, the impact that the loss of those things would have and how vulnerable it would make you feel.
It was a great opportunity for the young people from the Youth Service to understand the realities of homelessness. Storm commented: “The Big Sleep Out was a very good experience that I will never forget. I got that every day is a struggle for homeless people.” Lauren commented: “It was the best experience. It’s opened up my eyes as now I really want to help homeless people.” A huge well done to everyone who took part, and Gedling Homes staff who raised over £1,100 for Framework. A big thank you to; Tesco Home Plus customer service team for the cardboard boxes; the Mill Adventure Base for the loan of bivvy bags and ground mats; and Gedling Youth Service for waterproof jackets and funding the food and drink. To find out more about the work that Framework do within Nottinghamshire visit http://www.frameworkha.org
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...and in Other News Tracks in Time Netherfield & Carlton made ‘Tracks in Time’ to celebrate the railway heritage of the town going back to 1846 with an exhibition in the St George’s Church in Victoria Road. The two-day event in November included: - A roving play: each scene in a different part of the town, written and starring local people - Museum activities - A sing-along at Britannia Court - History talk at Bailey Court The weekend was a huge success, developing inter-generational relationships as visitors reminisced on the area’s history and learnt new things about the area and their neighbours! The event was funded by Gedling Homes and the Heritage Lottery Fund, through an application made by Gedling Borough Council. It attracted visitors from the surrounding areas, including the local MP, Vernon Coaker.
There was a great turn out at our sheltered schemes. Nearly 50 tenants and local children attended the Britannia Court sing-a-long, and at Bailey Court there was a great turn out for a talk by the former Head of Ashell Junior School, on the history of the schools in the area. Staff from Gedling Homes also did their bit, volunteering to help man the exhibits and perform in the play. What a GREAT weekend!
Find us online at www.gedlinghomes.co.uk
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Are you feeling the pinch? Now the Christmas holidays are over you may be feeling the financial pinch! Do you hear yourself saying: “Did I really need to spend that much?” Are you worrying about how you will manage? Are you struggling? If the answer is yes - DON’T PANIC but do something about it now. Set aside half a day to sort out your finances by speaking to people who can help - it can save you £££££’s If you think you need some help – just ask. At Gedling Homes we have a Money Wise team able to offer advice and information on debt and budgeting advice and welfare benefit entitlement. Call on 0115 905 1515
DO
✔
- Make sure that you continue to pay your essential commitments: rent; council tax; gas; water; electricity; TV licence; fines and insurance - If you owe money, take a big gulp! Then, let the lender know about your situation and keep records of your conversations - they can’t help you if they don’t know. - Make a plan when you shop, so you’re not distracted to buy other things - Create a personal budget – EVERYTHING that comes in and EVERYTHING that goes out 18
DON’T
✘
- BORROW ANY MORE MONEY... But if you do, PLEASE READ ON - Never ever borrow money from doorstep or payday lenders. Borrowing money this way can often be the start of severe debt and stress. The amount you repay will cost you the earth and there are alternatives!
- Check your bank accounts carefully – is it all YOUR spending? Are you paying direct debits for things you no longer need gym, magazine subscriptions, etc - Check your benefit entitlements, wage slips, overtime, tax forms and payment protection insurance - If you can, surf the net to look for cheaper energy deals. Visit My Home; Energy Switch at nhf.billcutter.com - If you have credit cards, think about swapping to other lenders be careful to read the small print - Are there any grants available for your circumstances?
Money A sound alternative to payday loans? Have you ever thought about a loan from the Nottingham Credit Union? Credit Unions offer a good alternative to payday lenders. They specialise in lending smaller sums of money, that the average bank wouldn’t even consider.
Paying your rent
There is insurance cover and each loan is handled on a personal basis. It’s similar to a cooperative and is endorsed by the Financial Conduct Authority. It’s certainly worth a try and only takes a phone call. You can contact them on 0115 828 3121
After Christmas we often face the worry of paying our bills, including the rent. If this is the case, please don’t wait until the problem becomes too big. If you are worrying about paying your rent, DON’T PANIC but do contact us straightaway.
Just Rewards
We have lots of ways in which we can help people with rent payments, some of which you might not know about until you discuss your situation with us.
Four times a year we run a prize draw for one Gedling Homes’ tenant with a clear rent account to receive £200 worth of high street vouchers, £200 worth of gardening work or a handyman for half a day.
Contact the Rents team by:
Tenants in arrears, but who have reached an acceptable repayment plan AND maintained that arrangement will also be entered to the draw. Don’t miss out!
Phone: 0115 905 1515 Email: enquiries@gedlinghomes.co.uk Website: gedlinghomes.co.uk/pay-your-rent Visit: The Customer Contact Centre, Civic Centre, Arnot Hill Park, Arnold Please remember that failure to pay your rent on time is a serious breach of your tenancy agreement. Gedling Homes may take legal action to recover money owed, which may result in you losing your home. Last year 21 tenants were evicted due to severe rent arrears. Additional costs may also apply if you find yourself in this situation. Talk to us – don’t put your head in the sand!
Find us online at www.gedlinghomes.co.uk 19
Date
Time
Event
Location
23.01.14 10am
Nabarro Court Walk & Talk
Nabarro Court
04.02.14 10am-12noon
Arnold Estate Inspection
Meet on the communal green, Stanhope Crescent
04.02.14 2pm
Seagrave Court Walk & Talk
Seagrave Court
06.02.14 9-11am
Newstead Drop-In Housing Surgery
Newstead Community Centre
06.02.14 11am-1pm
Netherfield Drop-In Housing Surgery
St George's Community Centre
06.02.14 11am
Gedling Estate Inspection
Meet at the Princess Close garages
12.02.14 10am
Bailey Court Walk & Talk
Bailey Court
12.02.14 11am
Bramble Court Walk & Talk
Bramble Court
13.02.14 10am
Walton Court Walk & Talk
Walton Court
18.02.14 10am
Netherfield Estate Inspection
Meet at Britannia Court car park
17.02.14 TBC 21.02.14
FREE activities for 5-14 year olds. For more information and to Netherfield book your place, please contact Martin Curtis on 0115 905 1515
17.02.14 TBC 21.02.14
FREE activities for 5-14 year olds. For more information and to Newstead Village book your place, please contact Martin Curtis on 0115 905 1515
18.02.14 10-11am
Bourne Mews ASB Residents Group Meeting
Britannia Court
19.02.14 10am
Britannia Court Walk & Talk
Britannia Court
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Events Date
Time
Event
Location
21.02.14 10.30am
Coronation Walk Walk & Talk
Coronation Walk
25.02.14 10.30am
Daybrook Estate Inspection
Meet at the corner of Roundwood Road and Gladehill Road
26.02.14 11am
Roe Hill Walk & Talk
Roe Hill
26.02.14 2-4pm
News & Views Editorial Meeting
Westmoor Court, Mapperley
05.03.14 11am
Carlton Estate Inspection
Meet at the corner of Portland Road & Cavendish Road
06.03.14 9-11am
Newstead Drop-In Housing Surgery
Newstead Community Centre
06.03.14 11am-1pm
Netherfield Drop-In Housing Surgery
Newstead Community Centre
11.03.14 2-4pm
Sheltered Housing Forum
Moreland Court, Carlton
12.03.14 10am
Bailey Court Walk & Talk
Bailey Court
19.03.14 10am
Britannia Court Walk & Talk
Britannia Court
19.03.14 11.30am-1pm
Gedling Drop-In Housing Surgery
The Ark, Wollaton Road
19.03.14 2-4pm
News & Views Editorial Meeting
Westmoore Court, Mapperley
26.03.14 11.30am-1pm
Gedling Drop-In Housing Surgery
The Ark, Wollaton Road
26.03.14 5.30-8pm
Princess Close & Queens Avenue Leaseholder Forum
Gedling House
27.03.14 10am
Netherfield Estate Inspection
Meet at Britannia Court car park
Find us online at www.gedlinghomes.co.uk 21
Fun & Games Spot the Difference
Name:
.......................................................................
Telephone: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Address: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .....................................................................................
Winter Quiz
You can win £25 in vouchers in our winter spot the difference.
Circle the 10 differences. Please send your completed spot the difference to us. A winner will be picked from the correct entries on Friday 14th February 2014. Return to: Spot the Difference Competition, Gedling Homes, Gedling House,Wood Lane, Gedling, Nottingham NG4 4AD
How cold does it have to be for snow to reach the ground without melting?
You can win £25 in vouchers in our winter quiz competition.
❏ No more than 0ºc ❏ No more than 2ºc ❏ No more than -2ºc
Please send your completed quiz to us. A winner will be picked from the correct entries on Friday 14th February 2014.
❏ Shortest night of the year ❏ Shortest day of the year ❏ Coldest night of the year
Return to: Winter Quiz, Gedling Homes, Gedling House,Wood Lane, Gedling, Nottingham NG4 4AD
❏ Salt ❏ Stones ❏ Sand
Name: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Telephone: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Address: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...........................................................................
What is the Winter Solstice?
What do grit lorrys spread on the roads? What is it called when the air and ground temperature falls below freezing and ice crystals form on surfaces?
❏ Mist ❏ Snow ❏ Frost What does the Beaufort Scale measure?
❏ Rain ❏ Wind ❏ Snow
And the winners are…
Congratulations to Helen from Gedling and Aaron from Arnold, the winners of our autumn edition competition. They have won £25 in shopping vouchers each! 22
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%
96.36%
All responsive repairs completed on time
99%
94.78%
Rent collection rate - rolling 12 month period
99%
99.68%
Re-let time - general needs and sheltered properties (excluding low demand)
24 days
23.6 days
Re-let time - general needs and sheltered properties (including low demand)
24 days
32.2 days
Customer satisfaction with responsive repairs
98%
96.6%
Customer satisfaction with investment works
96%
97.3%
Customer satisfaction with gas servicing
97%
99.25%
Customers reporting a complaint who were satisfied with how we dealt with it
80%
81.8%
Customers reporting anti-social behaviour who were satisfied with how we dealt with it
80%
86%
Customer satisfaction with the condition of property when the property was let
96%
99.17%
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 0300 0300 400 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